ComplaintsforDeMarini

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchased a USSSA DeMarini ** in April, 2022 for my son. Bat cracked and claim filed. Asked about return shipping label and was told they don't issue them. $54.41 later, the bat was returned to DeMarini. I was told that the ** was not available in my son's size, and it was agreed to that they would notate to send the 2023 Meta, which was due to be released within the week. Told the representative I wasn't happy about having to pay to return a defective bat, and was told that they WILL issue return labels if the customer complains enough, or refuses to send the bat back for the warranty claim (?) - neither of which made sense. On 1/19, we received notification that the ** was on backorder and the new release date on the Meta was ****** Although we didn't want another DeMarini product (since this was the 4th ** on our team that had failed), he chose the Zoa. The day we received the Zoa (1 week later), the Meta became available. We were told to send the Zoa back so they could inspect to ensure the bat hadn't been used, and they would send the Meta out (this time they supplied shipping). *** returned, inspected, and approved to send the Meta to us. Called and confirmed the Meta was still in stock - and the representative confirmed availability and said the *** label had already been created - bat pulled and ready for shipping. Followed up 2 days later since we never received a tracking number - and now told the Meta is out of stock and we'd have to wait another 2+ weeks for it to be restocked....or choose another bat. **************** refuses to solution issues or find ways to be proactive in resolving claims. I requested for them to refund me my money so I could go purchase another bat elsewhere - and they refused. Said we would have to wait for a bat to become available or choose another bat, and that we should continue to watch for availability. Bat has become available 2x with over 500 in stock - over 1 week ago - and still they have yet to ship the bat.

  Business response

  02/20/2023

  The Meta bat is in stock and preparing to ship out. We cannot issue any refund to the origianl order since that order was through one of our stores and not directly from us. 

  Customer response

  02/20/2023

   
  Complaint: 19426718
  
  I am rejecting this response because:
  

  This was the same response I received the beginning of February when the bat stock ran out and I was told that the bat was pulled and a shipping label should be sent out soon.  After not receiving for 2 days, I was informed that the bat was then on back order.  I was then told, that as soon as the bat became available, one would be pulled and shipped on a 2-day shipping.  Since that time, the bat has become available 2 times with over 600 bats of the same size, in stock - and that was over 1 week ago.  Still no bat.  Just pull the bat and ship it out!!!
  Sincerely,
  
  *********************

  Business response

  02/24/2023

  No change on our end. 

  Customer response

  03/02/2023

   
  Complaint: 19426718
  
  I am rejecting this response because:
  Adding to the complaint, this was escalated by ****** in customer service.  She spoke with her supervisor that stated that she needed to add an additional note for production - to which she claims they were not aware they had to do.  I was told the following week that they were 5 days behind and the bat should be shipped by Friday 2/24 as they were 5 days behind in getting bats out.  Assured me that the bat was allocated and, although I told her my feeling would be that they would run out of stock, I was assured that wouldnt be the case.  Followed up on the next Monday, and the representative told me she would check and email me.  A few moments later I received an email stating the bat was on back order and not due in stock until 3/28/23.  No explanation, just continued I understand your frustration comments.  Ive begged them to send me a different size bat since the local sporting goods store will take that bat back and sell me the correct bat for my son.  Ive been told that this is in process - but Im not holding my breath. Worst customer service ever, and I promise this will be the last Demarini interaction I have. 
  Please also refund my original shipping expense that I was required to pay to ship your defective product back to you   
  

  Sincerely,
  
  *********************

   

  Business response

  03/07/2023

  We will investigate this further and reply to customer if necessary. 

  Customer response

  03/13/2023

   
  Complaint: 19426718
  
  I am rejecting this response because:

  Another avoidance tactic so Demarini doesnt have to address the issue.  I requested they send me a larger bat, so that I could return that to m local store and purchase a correct sized bat - all to avoid having to deal with Demarini any longer.  Prior to receiving this warrantied bat, my local store offered to sell me the 2023 Meta in the correct size for a discount, and agreed to take the incorrect size bat and refund my money when I received it.  
  Demarinis product obviously has design flaws, and its apparent that their leadership and process does as well.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a custom softball bat on 11/29/22 for my daughter who plays college ball. Bat was delivered a few days before Christmas. Her practices began on 1/31/23 and after 5 days the grip is coming off. I call DeMarini and also filed a warranty claim online. The grip is not covered under warranty, and they do not provide a replacement. I have re-gripped several bats through the years due to wear and tear, but this bat was only used a few times. I spent $488 on the bat and the company can't even send me a grip or reimburse me the cost of a new one.

  Business response

  02/10/2023

  Due to supply chain issues and manpower we normally do not send free grips. However, since the customer ordered a custom bat, we will make a onetime exception and mail one out to him. 

  Customer response

  03/02/2023

   
  Complaint: 19374591
  
  I am rejecting this response because:Unfortunately the complaint has NOT been resolved.  DeMarini sent the replacement bat grip to the wrong address in a different state.  I emailed their customer support and they have not responded. Please re-open this case.
  
  
  Sincerely,
  
  *********************

  Business response

  03/07/2023

  We will revisit this and if necessary, reply back to customer. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩