ComplaintsforMarolina Outdoor

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We accidentally shipped the wrong merchandise to Huk for return. **** was unable to intercept the package. We then contacted Huk to return the package back to us since it was not their property & provided all tracking information (it was a label they had created for return shipping). We were told not to worry and this would be handled immediately. It's been about 2 months and we still have not received our property valued at $98.44 and are not being provided updates & often times my emails go unanswered. Since I advised the value of property all they want to say is they won't be held accountable and seem to not care at all about returning the property to us anymore. Which isn't what we were initially told. All we want is our property back and for the company to respond to our inquires in the status for this.

  Business response

  04/10/2024

  Thank you for bringing this to our attention. We are familiar with the customer that has sent in this complaint and we have been actively working to resolve the issue with her directly. To note, this customer sent a return from another company to our warehouse facility attention Huk Returns - this was 100% a customer mistake as she included non-brand products in her return to our company. As soon as we received her initial request, we tasked our warehouse / fulfillment facility to see if they could locate the leggings that were included in the package. We work with a third party company for our warehousing, fulfillment, shipping and inventory so this is not a Huk/ Marolina owned facility. Their returns team searched diligently to attempt to locate the item in question but unfortunately were unable to find it. We have multiple emails and communications with them with updates on the search but with the size and scope of the facility, it was an unfortunate outcome of not being able to find the mistaken shipment. We then reached out to her to let her know that again, this is not a facility that we own and that while we exhausted all of our options to find this merchandise, they were unable to locate it. She provided in an email the cost of the merchandise (which was $98) that she wanted to receive compensation for. Since this was not a mistake on our side, we were unable to issue her direct compensation for the item in question (we also did not receive proof of the cost of the leggings) but DID offer and send her a $100 gift certificate to be used for our brand. This was our way of making it right for the customer, when the reasoning behind this issue is in fact, no fault of our own. 

   

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  - Huk promised that even though this was a mistake of the post office they would handle it ASAP and I had NOTHING to worry about

  - Huk lied in their reply to BBB about me providing proof of the cost of the merchandise that was mistakenly sent to their company. I did provide this and have attached it here again as well

  - They did OFFER a $100 gift card since THEY lost my merchandise. I have emailed them 3 times accepting the gift card but they have yet to respond or issue this to me

  - This has been the entire experience with Huk on this matter; I email them and they simply do not respond unless I email them over and over again. 

  Regardless how the mistake occured, at the end of the day this is a situation Huk PROMISED to take care of and they have yet to do so. 

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

  Business response

  04/15/2024

  As stated by the customers first email, they mistakenly sent back a pair of legging to us, using our shipping label. There was no mention of a "mistake of the post office" it appears that simply packed the wrong item in the incorrect package. (Graham2)

  We are also confused by the costumer's statement " Huk lied in their reply to BBB about me providing proof of the cost of the merchandise that was mistakenly sent to their company" as the customer did share with us the cost of the leggings, they mistakenly sent us (Graham3).

  As we explained to the customer that we do not own this warehouse / fulfillment facility. We work with a third-party company for our warehousing, fulfillment, shipping and inventory so this is not a Huk/ Marolina owned facility. Their returns team searched diligently to attempt to locate the item in question but unfortunately were unable to find it. 

  Moreover, we did not "promised to take care of this". We did, however, do our best to locate the non-brand product, that was sent to us by the customer by mistake. We have not as of today locate the item. 

  The $100 gift card was sent to the email address ****************@gmail.com (*******)

• Initial Complaint

  08/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes from them and they sent me the wrong color shoes. I’ve emailed them 3 times now and they won’t respond to me. I even told them I was going to contact the bbb and still haven’t heard anything after 2 weeks. Hopefully you can help me out. My order number is ********* I bought 1 pair of shoes. They were supposed to be harbor mist color but they sent me overcast grey. I even sent them an email with pictures. They do have a return policy but they want me to pay for shipping. I already paid for shipping once, I’m not paying it again because they screwed up. That’s horrible customer service. Thanks, ******

  Business response

  08/25/2023

  We received contact from Mr. ********* on 8/4 at1:21 PM EST and sent the first response 2 mins later at 1:23 PM EST

  He asks about information concerning our return policy.

  He then mentions that he believes he received the wrong color shoe.

  The CSR ask for an image of the shoes he received.

  Mr. ********** never replied with an image of the item he received. (Please see the attached doc)

   

  Customer response

  08/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I’ve sent you three emails over 3 weeks ago and you haven’t responded to a single one!! Whenever I get in your website to do a live chat no one is ever available!! That’s really horrible customer service!! The one and only time I was able to get in touch with a csr was when I was at work and didn’t have the shoes with me to take pictures. What’s the point of having a live chat option on your website when no one is ever available? What’s the point of having an email address for customer service when you never reply to anyone? Like I already said, I sent you 3 emails and one of them does have pictures to show you that you sent me the wrong color! I’m not paying any money to send them back to you! I already paid shipping to have them sent to my house and I’m not paying again. You messed up and you fix it! Your customer service is absolutely horrible! The only reason I was able to get in touch with you again is because I got in touch with the BBB. And I do have the 3 emails saved on my phone if you try to tell me I didn’t send them. 
  Sincerely,
  
  ****** *********

  Business response

  08/28/2023

  We only have ONE email from the customer, please see the attached fine showing that the only email sent was on Aug 4th which we responded to several minutes after it was sent. Also, when we ask the customer for photos of the issue they responded with "sure", but never responded with an image as requested in our initial response. If we had received the images, we would have offered a full refund for the error. However, since the customer never replied to our request and sent images of the issue, we were unable to resolves it. 

  Customer response

  08/28/2023

  I noticed that in their response to my first response that they claimed to have sent me an email after I sent them one. That is incorrect! I never received any emails from them. Thanks

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was about to purchase 5 items from huk gear.com aka marolina. I used ***** in my browser to use coupon code “***” which as you can see from the screen shot removed quite a bit of money. When I went to actually pay it removed the discount code and charged full price. I contacted marolina and was told that code is for employees only yet it showed up in the browser. They refused to make things right.

  Business response

  01/20/2023

  This "***" discount code is only for employees of Marolina Outdoors and is being shared and advertised on third party sites without our consent.  This "***" employee code is NOT shared on our site, or any of our other platforms.  Without a proper email address to place the order the code will not work, as shown by the complainant's images. We have tried on numerous occasions to get certain expired and ineligible coupon codes removed from third party coupon sites like *****. 

  Customer response

  01/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  A businesses inability to manage their website should not be the consumers issue, the code works t***orarily and should be honored.

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

  Business response

  01/20/2023

  We do manage our website which is why we do not advertise ineligible discount codes on our site, and we do not allow codes that are shared without our consent to be procced while placing an order. Again the "***" is being shared on this third-party coupon site without our consent, and we are in the process of getting them to remove it.  We do not own or run the ****** ***** coupon site or any other third-party coupon app, therefore we con not regulate what adds they place on their site.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I orders two products, a shirt and a pair of shoes. I Debated between a size large and a size Medium shirt. I elected “M”. Once I places the order I noticed it said “s”. I contacted customer service and asked to change the size since the item had not shipped and the payment had just processed. I was informed that my order could not be altered once payment was processes (even though the product is the same price). I asked to cancel the order, was told “we cant cancel an order that has been processed”. I asked for a return label, have been ignored since that inquiry. I want my money back and to return the items. I do not wish to represent Chinese made items with horrible customer service.

  Business response

  01/09/2023

  Hello,

   

  The customer mistakenly ordered the wrong size and contacted us to edit and then cancel the order. We responded to his email stating that we are unable to edit or cancel orders once placed. This policy is stated on our website. We also gave the customer information on returning the item if they decide to return it.  We all responded to additional emails sent by the customer over the weekend and early Monday morning with the same info.  We do our best answer the email in the order we receive them as fast as possible during work hours. 

  Customer response

  01/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: the did not answer my all of my inquiries.  The payment was still pending on my card and the order had not shipped prior to just asking to change the shirt size.  How is it possible that an order cannot be cancelled when a payment has not even fully posted and the item has not shipped?  I will not accept this as a solution until I have a return label and my money is completely refunded to me.  I will never purchase anything from Marolina again.  This company is full of lazy employees and customer service is awful.  
  
  Sincerely,
  
  ****** *********

  Business response

  01/09/2023

  We tried to explain that a full refund would be issued, waving the return fee and the original shipping which is what he wanted. All that is required of him is to return the item if he truly does not want it. 

• Initial Complaint

  06/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 28th, 2022, I placed an order online at hukgear.com. It shipped on June 2nd and arrived several days later. When it did, I tried on the shirt I had ordered (icon running lakes t-shirt) and found that I had been sent the wrong size (I wear XL and this shirt was a large). This was especially frustrating as I had specially ordered the shirt for a trip and this meant I would not have the shirt for the trip. I began the returns process only to find out that they are not currently doing exchanges or store credit. So I clicked on the refund option and found that it included a $6 handling fee. I find it absolutely ridiculous that I have to pay the fee to fix someone else's mistake and pay an extra $6 to get what I had ordered correctly. And because of that, I contacted customer support to resolve this issue. I explained my issue in detail, I got a response the next morning. It hardly even mentioned my issue and was basically just an apology that they couldn't exchange the shirt. I emailed back to explain as clearly as possibly but received no response. I'm not interested in getting something for free and I could understand the fee if I was returning something I didn't like, but this fee is just $6 that I have to pay to fix Huk's mistake. I just want the shirt I ordered for the price I paid, but that is seemingly impossible.

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2022/06/08) */ Hello *****, I am sorry to hear about this issue you had with your order. Normally we would ask for an image of the incorrect item. Then we would definitely just replace the shirt with the correct size and allow you to keep the original shirt. We did reply to your email on 6/7 to get an image of the incorrect item so we could move forward in getting this resolve. I apologize for the delay in our response. We're working as quickly as possible to answer the messages in the order they were received as we are currently experiencing higher volume than usual. Consumer Response /* (2000, 7, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have since received notice that a replacement was shipped. While there was a delay in responding to me, the issue was resolved. Although, this delay prevented me from getting the replacement before the trip I intended the shirt for

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased huk jacket in Hilton head store 32 degrees. Live in Massachusetts was on vacation. Jacket had defective hood elastic wore twice and hood elastic broke. Contacted corporate 3 times no solution finalized at this time

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/06/06) */ I am sorry for the deley as we answer emails as we receive them. We have responded to your emails on the 26th and again on the 30th and hope to resolve the issue soon. I am able to supply screen shots of our replies to both emails. The the third email was closed due to us receiving the same email prior.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/3/2022 I attempted to place an order online @ hukgear.com. While in the cart on the website there was a discount code that was applied to the cart successfully. Upon attempting to checkout it did not apply the discount to the transaction. I did not place the order at that time. I attempted to contact hukgear.com directly to resolve the issue so I could place the order and they told me that I could not get the discount. I am not sure why I cannot get the discount as it applied successfully to my cart, I am very disappointed and upset that a Brand I like and have supported for a while now is not honoring their coupon codes to their consumers. To resolve this, I would like to be able to complete the purchase that I was attempting to make online @hukgear.com. Screenshots attached.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/11) */ The customer was trying to use an employee discount. ******* *** shopping (a third party app) picked up the code and tried to apply it to the site - however it will only work if the person has a company email address and is flagged as a current employee for validation. It is unreasonable to expect an employee discount when you are not an employee of the company. Consumer Response /* (3000, 7, 2022/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand now that it was an employee discount. I was not aware that this was an employee discount when it applied to my cart. If I am not an employee then it should not have been added to my cart considering that I do not have an employee email? Basically, I don't get the deal that was on the website because your IT team allowed it to be applied to the cart? Unacceptable. Business Response /* (4000, 9, 2022/04/13) */ I'm sorry but we cannot be responsible for discount codes provided by third parties. Your issue is with ******* *** supplying you with a code you are not eligible to use. We have submitted a request to ******* *** to remove the code from their site since it is causing confusion. Although the cart may have reflected a discount, the criteria for that discount were not met and the discount was not applied. Active promotions are frequently shared through our brand emails and social media. Affiliates and Third-Party sites may be out of date or have restrictions that are not communicated. It is up to them to make sure they are sharing relevant information.

*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. ↩