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Business Profile

Water Coolers

RTIC Coolers LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for RTIC Coolers LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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RTIC Coolers LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/04/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      This is the second RTIC soft cooler where the zipper breaks making the cooler worthless

    • Initial Complaint

      Date:09/03/2024

      Type:Product Issues
      Status:
      Answered
      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.
      on july 4th i stupidly purchased a cooler from **** and used affirm for checkout the order number was W59025430.the product was poor quality and had bad reviews online so i decided to return the product unopened on july 9th i received a return authorization number RMA9325807 with ***** tracking number 2768 2652 1265 ***** delayed delivery by over ten days so i filed a dispute for the amount with affirm at the end of July and have still to receive a refund, tracking indicates the package was received on july 15th. I have received nothing but unsupportive and ***** responses from the company, if they respond at all.

      Business Response

      Date: 09/04/2024

      Hello,

      Thank you for taking the time to share your feedback. I am so sorry to hear about your experience. We apologize that your item was not received and processed as it does not seem to have reached our facility. I can understand your frustration and we work hard to help our customers out. In this scenario we would have been happy to issue the refund, howver, since you filed a dispute with your bank we will have to work through this process in order to provide a resolution for you. Dispute settlements can take time so we ask for your patience while this is handled by your bank. In the future, please reach out to us directly for a swift resolution. 

      Kind wishes,

      RTIC Outdoors

    • Initial Complaint

      Date:07/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Since June 10 been trying to resolve a warranty claim with no assistance. Provided receipt and pictures and indicate they cant verify in the third party system. Not sure what else to do. Been asking numerous times. I have a known defective zipper (see reviews).

    • Initial Complaint

      Date:06/16/2024

      Type:Product Issues
      Status:
      Unanswered
      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 bought two Rtic coolers on black Friday for Christmas and spent ****** for both. We put them back in the box after opening on Christmas and put them in our garage. We had not used until last week. I pulled the 145qrt one out of the box and the foot had fallen off and there was a crack in the side. I emailed the company and told them and the are accusing me of dropping it. It has been sitting in my garage with no way for it to be damaged and the box had not been damage. I specifically told them it has not been used and it must have came with a crack in it maybe in delivery and we didn't notice? They advertise how tough these coolers are and there awesome warranty. I am very upset because we spent so much money and they aren't do anything to make it right. I either want my money back or a replacement.

    • Initial Complaint

      Date:06/01/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 received a cooler I purchased from their website and it has a significant blemish/defect in the lid contacted them and they only want to give me a 10% discount to keep a defective cooler or have me waste my personal time and use my gas to pack up and drop off cooler to be returned via ********** etc, I live in a rural area and dont have close access to these services so I am gonna be financially out of pocket for their poor quality control of their items being shipped out to customers

    • Initial Complaint

      Date:03/30/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 was washing the cooler with warm soapy water of my cooler and part of the **** logo came off. I sent **** an email and picture stating what happened.****'s response was the cooler is out of warranty... Note: the cooler is about 18 months old, stored inside and had only been used a handful of times. **** customer service failed to even provide any type of resolution to rectify the problem.

    • Initial Complaint

      Date:01/12/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      My husband and I received a gift in May of 2023 of a 20 can Rtic cooler. We live on the water and this cooler promotes usage for outdoors. However after only a few months the zippers have gotten salt water damage and one is hard to use and one has completely broke. I reached out to Rtic to have this resolved and since we dont know exactly who gave it to us and where they bought it they closed the claim. This seems a bit harsh for a product that is built to withstand the elements yet cant endure some time on the water.

    • Initial Complaint

      Date:10/25/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      RTIC coolers are terrible quality. They are meant to get wet. However, after just a few uses, they discolor and the membrane was full of moldy spots that don't come off. It's embarrassing. I contacted the company and they said the cooler has to be completely dried off after every use?? What kind of cooler has to be dried off? Especially when some coolers are used for days at a time to keep stuff cold. It shouldn't mold. I told them that if they couldn't guarantee that a new cooler won't mold again, I wanted my money back. They said they had to ship me a new one. I said that I wanted BLACK so it would hide their quality issues (mold everywhere). They sent light blue, which will just show the mold again. I asked them again to ship the black one that I had asked for. They refused. So I asked for my money back. They refused. Their quality is terrible and their customer service is terrible. I want my money back. I am not going to use their embarrassing coolers. We have owned many coolers in our lifetime and never had one discolor and turn moldy, after YEARS of use. RTIC was moldy after just a few uses.

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Unanswered
      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 purchased a one gallon water jug in color brick on 11/11/22 for $40.29. I returned the never used item by mailing it back using the company provided return label. I have emailed five times asking when I’ll get my money back with no response. I’ve also called several times and it says there are no available agents. Finally after three weeks of calling/emailing, on 12/7/22 I got an email from RTIC stating my return item had been received but that I’d receive another email when my money was returned to my account. That email has never come and I’ve been waiting on my money for more than one month now. I feel I’m being scammed due to no response to my emails. I want my money back.

    • Initial Complaint

      Date:12/12/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Placed an order on 11/26/22 with RTIC coolers for a medium duffel, 20 can soft cooler, and 2 freezer packs Was never shipped even though all items were in stock at the time of order. Tried calling, Could never get through. No provision for call back is working Finally got through on 12/9/22. Company was apologetic. Duffel no longer in stock. Cancelled the duffel and was offered a 10% refund on the rest and a promise to ship remaining items. No indication this ever happened. Called over 20 times this morning (12/12/22) after checking statue and finding order still had not shipped. Emailed to cancel order. They tell you it will take up to 7 days to get back to you on an email request. Cannot contact this company by telephone!! Zero customer service. Worried at this point that I will even get a refund.

    RTIC Coolers LLC is NOT a BBB Accredited Business.

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