Complaints

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• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a complete baseball protective gear set for my son. I also purchased shippers protection coverage. The items came damaged, boxes damaged, and items missing. I contacted the company and ***. I submitted a damage during transit claim and it was approved through ***. They state they will pay the company and the company refunds me. *** informed me today case #: c-0275632792 that the company has not responded to them to receive their payment. Yet the company tells me they havent received any info from ***. I have forwarded the information over to the company on several occasions. I have included photos of the proof that it was approved through ***. The company refuses to send me my refund after trying to resolve over several weeks. As of today they state they will only issue refund upon receiving the items back even with *** approving the damage claim and *** says I do not need to do this. But also there is no guarantee they will receive the return items as packages are lost all the time which in return would not get me my refund. However regardless *** approved the claim and the company needs to refund me which they are refusing to do. Seeking my refund if $285.00

  Business Response

  Date: 11/29/2024

  ****** ***** wanted to return 3 items to us that were un-used due to the quality which she was not happy with, the return was set up.  She reached out to us again days later and said she has then used these items, but still wanted to return them. We do not accept returns in used condition per our return policy.   She submitted a claim after using these items that due to the display cases the protective gear comes in being creased from shipment and the protective gear having manufacturing defects.  The manufacturing defect was a stitch at the end of the sliding mitt and elbow guard strap that was not clipped as short as it should have been.  This is not a manufacturing defect, it has not effect on the functionality of the product or usage. Since this item was now used, we do not accept used returns. We still wanted to help her however we could. She was offered a replacement display case, which she did not want and then she said the quality of the items was not acceptable due to a stitch and she would need a refund.  I told her this was not a manufacturing defect, that the stitch on the end was just not cut as short as it should have been and that we only accepted returns in new condition.  I told her we could make an exception and allow for a return for store credit even after they were used due to the stitching being slightly too long, although this was not a manufacturing defect.  She refused to return the items due to her only wanting a refund along with keeping the items, so she filed a claim with *** that the items were damaged in transit.  The actual protective gear was not damaged, just the display cases that it came in were slightly creased. The stitching was not affected by the delivery of the product, and could not have been caused by *** delivery.  The *** claim was approved for $0 weeks later.  She was told this was not an issue with *** due to the protective gear not being damaged, it was only the display cases and we would be happy to provide replacement display cases and still offer her a refund as store credit since these items are now used.  The proof of delivery also shows the brown packing box in perfect condition.  I told her would be happy to give her store credit for the items again, which she did not like and just kept saying that she needs a refund for the items being damaged and having manufacturing defects.  We then told her we would be willing to make another exception to offer a refund once these items were returned to us, and we provided her with a return label.  She refused to return these items to us for a refund and expected to keep the items while also receiving a refund. There is a document attached that shows all communication with the customer and trying to come up with an adequate resolution for this situation, since the items were used and had no actual manufacturing defects.  She refused all of these resolutions and only wanted a refund while also keeping the items which in total were approximately $280.00 USD.  Without receiving anything ***, nor that being *** policy for situations like this, she was refunded for these items without returning them on 11/26/24.