ComplaintsforBurley Design
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered on Sept. 2, 2024. Product arrived Sept. 10, 2024. I ordered the Burley ranger pet trailer, rain cover, and bed. Unfortunately, I ordered the wrong size and wanted to return it so I can purchase a larger size. In order to realize I had the wrong size I had to open the box, put the trailer together, and have my dog get in the trailer to see if she would be comfortable. My dog got in the trailer once. I did not take the trailer outside. It stayed in the house where I set it up. The product was soiled or damaged in any way. I contacted Burley to request a Return Merchandise Authorization number which they denied because they considered the trailer used. I informed them that it was not used. My dog only went in once to see how it would fit. According to them, that means it's used. This is not explicit on their website. The word used is included, but what counts as used. Any reasonable person would test the product (see if it is a fit for them). Similar to buying clothes. You put on the item to see if it fits you properly. I even offered to take pictures so they can see that product is still new, unused, and in its original packaging. Burley does included measurements on their website. I admitted I made a mistake in the size I chose. That happens. Though the company provided measurements you won't know it's a good fit until you test it. They refused to give me a refund and suggested I try to sell it myself. I am out of over $600. I asked to talk to the manager and I was denied that request. I truly need to understand how they considered my pup entering into the trailer once to ensure that it is a good fit counts as used. This is what people do. This is very disappointing. I will not be purchasing from this company again nor will I recommend them to anyone.Business response
09/30/2024
On September 30, 2024, we received your complaint, dated September 14th, 2024, filed with the Better Business Bureau.
We appreciate you voicing your concerns and we are sorry to hear that the trailer did not meet your needs. We provide online resources to help customers determine which pet trailer will work for their family prior to making a purchase. These resources include a Pet Size Guide Video and trailer specifications that are located in the Features and Specifications section on the product page. We make every effort to have them prominently displayed on the website.
As noted in our returns policy on our website, we only accept returns for product that is new and unused.Unfortunately, once a pet has been inside the trailer, this would be considered a used product and no longer eligible for return. For health and safety reasons, we are unable to accept returns of product that has been used by a pet.
We certainly apologize for any frustration that this caused. If you have any additional questions or concerns, please contact our Customer Support team at *************************************************************************************************.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered the bike seat, but then it doesnt fit on my rack (which due to that bike company didnt provide the rack dimension). However, they dont provide the return shipping which is gonna cost more and $100. And it doesnt make any sense for me to pay the shipping since its not my mistake to order from them.Business response
07/16/2024
On July 12, 2024, we received your complaint, dated June 27, 2024, filed with the Better Business Bureau.
Thank you for voicing your concerns. We were sorry to hear that the child bike seat did not fit on your bike rack. Compatibility information for Burleys child bike seats is posted to our website, ***********************************, as is our policy regarding Online Returns: ************************************************************************************************ this policy, you will see that Burley does not provide prepaid shipping labels for returns. This policy is in place to keep the cost of our products as low as possible for consumers.
If you have any additional questions or concerns, please contact our Customer Support team: ********************************************************************Initial Complaint
06/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My burley bee trailer got stolen, and when it got back, they damaged it. So I called in, and they told me to send a picture of the damage and the serial number, and you guys would replace the part I need or the trailer free of charge. I did all that I got told I had to pay the claims. To ensure you keep getting good business, you should honor the ************** and replace or send the part I need for free.Customer response
06/22/2023
They are still refusing to let a manger talk to me an replace the part after a rep on phone said they would cause it was destroyed when got stolen. i even have police involved . if they don't want honor what one their rep told on the phone then I will bash burley on ******** and never buy one these trailers again. they better call me or I going *** the company for false information.
Desired Resolution: contact by business
Business response
07/12/2023
The customer called our customer service line and spoke to a customer service employee. He mentioned that his trailer had been stolen, then recovered at a homeless camp in *********. He described parts that were missing from his trailer, and we requested that he email us pictures so we could try our best to determine which parts he needed. At no point did we tell him we were going to send him parts for free since theft or loss is not covered under our warranty. As you are aware, that type of warranty would be taken advantage of so we cannot cover theft or loss.
The customer sent in the initial information on June 12th and he called us again on June 14th. Our customer service rep called him back and spoke on the phone. She thanked him for the information and requested the serial number (which had been previously requested via email so we could see which parts he needed to get back on the road.) The customer asked if ********************** would be providing the parts for free and our rep reiterated that replacement parts for stolen trailers were not something covered under warranty. After he sent the serial number customer service wrote back to the customer and let him know which trailer he had and where he could find the replacement parts for the trailer. This is when he told us he was going to talk to the BBB about us not holding up our end and that he was promised free replacement parts. We apologized for the confusion but reiterated that theft is not part of our warranty. We suggested that theft may be covered by a homeowner or renters insurance.
The customer called again on June 22nd. He repeated his threats to contact the BBB and asked to talk to a manager. Again, we apologized for his misunderstanding but would not cover the parts for free.Customer response
07/12/2023
that not what very first rep told me he said I could get them free so I guess if dont want help I *** the company since to scared to call me
Complaint: 20223996
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Burley Design Bee July 26, 2022 for ****** + taxes. I noticed a rip forming at bottom of burley on August 29, 2022. Burley claims to offer a one year warranty on all fabric parts. I submitted a claim and was told "This accelerated wear is often due to the storage of the trailer without the tow bar attached where it is in contact with the floor/ground. Since this is often from wear and not a defect of the fabric, it is not normally covered as a warranty item." Let it be noted that after less than a month of owning the product and it was becoming unsafe to use. Also please note that I live on an Island and don't have any place to store the trailer so it stays attached to the bike 100% of the time. There is absolutely NO way that the fabric ripping was from what they claimed. Burley has not responded to further emails and is refusing to honor their one year warranty.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.