ComplaintsforRecreation Outfitters

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased an RST brands outdoor furniture set from Recreation Outfitters for on March 12, 2024 for $2,692.40. Item was to arrive between March *****, 2024. When the estimated delivery date approached and no shipping info had been sent/updated, I followed up on the status and was told that they would check with fulfillment and send an email update within 48 hours. Today I received the below email explaining there was a delay, to which I called to inquire as to the **** and was told I should hear from someone within the next few days to schedule delivery. I then received a call back from Raj in **************** flagging an email re: a billing issue that indicated that there was a "technical issue" -- a "bug in the system" -- and claiming the "the order was automatically not processed by the system" (though my credit card was charged and I was told by customer service the item would be on its way soon). They now want to charge me $605.06 more for the item ($3297.46) They claim they're offering it to me at their "cost", but when I questioned their margins/actual cost, they wouldn't disclose that amount (yet another lie by them!) This was a bait and switch, in which they lured me in at a certain price, charged my credit card the full amount, let me to wait 10 days (beyond the estimated arrival date) and now are holding my item hostage until I pay $600 more for it. This is false advertising and bad business practices. No way they should have an A+ rating from BBB (especially with a 1.5/5 consumer rating). If you read customer reviews, they've done the exact same thing to others throughout their 3 years in business. I'm incredibly disappointed and kindly request my item be sent to me for the price it was advertised and charged.

  Business response

  03/31/2024

  The order was placed on March 12, 2024. As and when we get prices and products related updates from the manufacturers and distribution centers,it gets updated/refreshed on the website. However, it looks like due to some technical issues in the system, the prices for RST Brands products did not get automatically updated and in the meantime, this order was placed by the customer. Due to this reason, the order entered in the system was with an incorrect pricing. When it was noticed by the billing and technical team, the latest prices were updated in the system. Because the customer was not aware that the latest prices could not get reloaded on the website and they placed an order, the backend team decided to provide the same product at the company's cost (cost + tax + shipping) instead of the updated/full price. The standard and the updated price of this product is $3449.90, however, as the faced inconvenience due to the technical issue in the system, instead of charging the updated price, we offered this set at $3297.46. To process this order, the balance of $605.06 can be paid.
  The customer has also been informed that in case they do not wish to proceed, cancellation and full refund option is also available. This is not bait and switch. It was purely unintentional.
  Regards
  Recreation Outfitters

  Customer response

  04/05/2024

   
  Complaint: 21473975
  
  I am rejecting this response because: Recreation Outfitters advertised the *** Brand Portofino Casual 7-Piece Set (OP-PESS7M-PORV) for $2,540 (see attached screen shot), which I purchased ($2,692.40 after tax - see attached credit card transaction statement). I request that they simply send me the item that I purchased for the amount that was advertised and charged. 
  
  Sincerely,
  
  *****************************

  Business response

  04/29/2024

  Hello,
  
  Greetings.
  
  As per the latest update, this order has been processed and shipped. Earlier the customer agreed to pay the reduced-price difference of $305.06, that was earlier at $605.06.
  The tracking PRO no. is 24488599
  Carrier - AIT Worldwide Logistics
  ********************************************************************
  
  The customer can call the carrier to schedule the delivery appointment at ************.
  
  Thank you.
  
  Regards
  Recreation Outfitters

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -Date of transaction 2/18/24 online from Recreation Outfitters. Received information that item was delivered and signed for by someone at Wayfair in ********. Found out the tracking number provided by Recreation Outfitters was linked to a completely different PO and shipping bill of sale, unrelated to our items. We have had to call Recreation Outfitters numerous times over the past 2 weeks to get help, but it is the same story, they are looking into it. We spoke to the *** shipping company, and they confirmed and provided a PO that was linked to the incorrect Wayfair order. Recreation Outfitters then told us there are looking into the issue with a completely different shipping company, CEVA, and have no info or updates. We requested they cancel and refund our order being it was never delivered, no could they give us any tracking info or expectations on when we would have our items. They declined the refund, saying they could not do so as they had no tracking info. The same person at Recreation Outfitters answered both he sales line and the customer service line. None of their update emails ever arrived in multiple inboxes i gave them to send updates. When we looked at the sale transaction from our credit card company, it gives us a completely different phone number that goes to a ****** user phone account as unreachable. I am requesting assistance in refund of my purchase, and BBB to investigate this as a scam, and if not, enforce policies to correct the terrible business service provided by this "business"

  Business response

  03/22/2024

  Hello,
  Good morning.

  
  The order was placed on Feb. 18th and the shipment was booked by the warehouse team on Feb. 20th with carrier 'ABF Freight Systems'and on Feb. 22nd, the order shipped, and an email was sent to the customer at *********************** Later the customer contacted us and informed they haven't received the order yet. Upon checking the Tracking no. *********, it showed delivered to another person by the name of ***************************. When our confirmed that they never received their order and do not know anyone by the name of '***************************', we immediately contacted the warehouse team to find out what happened to our customer's shipment and where is it currently. After being thoroughly checked by the warehouse, it was found out that due to a mix-up at the warehouse pickup-facility, another person's order was assigned their order's tracking no. and was shared with us in an error. As result, we also shared the wrong tracking no. with our customer. Finally, the warehouse team arranged for another pickup from ABF freight and sent to our customer at the correct address this time. The correct tracking no. is ********* and it shows delivered to the customer on March 21st and signed by **** on ABF website. We understand that the customer had to face such inconvenience due to a mix up at the warehouse, however, as soon as the team came to know about the mix-up/error,they arranged for the pickup and delivery for our customer and got it delivered. We did send emails to our customer informing that their correct shipment is on its way and also shared its tracking no. in advance. It looks like due to some technical issue at the customer's end, they did not receive our emails, as mentioned by them earlier. As the order has been accepted by the customer, we do not have an option of issuing a refund.
  (Relevant screenshots have been attached showing when the tracking email was sent initially and when the updated tracking details were sent.)

  
  Thank you.
  Best Regards
  Recreation Outfitters

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Blaze Grill Cover (2PROBICV) from Recreation Outfitters online and the order was confirmed by email on 1/4/24. I never received any shipping confirmation, so I both called and emailed the company. There was no response to either. I have emailed one more time, but again, no response. This was a PayPal transaction and I have submitted a claim, but they are still investigating. I am hoping the addition pressure from BBB will lead to my receiving a refund of *****. I do not trust that the item would be shipped. Thank you,*************************

  Customer response

  01/20/2024

  Today, 1/20/24, I finally received my grill cover from Recreation Outfitters. They sent me tracking information a few days ago. I'm still not sure if this is a fraudulent company, or one that is simply poorly managed. I consider my claim to be closed. Thank you,

  ***********************;

   

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ******** made November 30th with expected delivery date of December 7. It is now December 22 and I can't get an estimated ship/delivery date. I've requested to have my order cancelled and money refunded multiple times only to be ignored. Awful company.

  Business response

  12/25/2023

  Greetings,

  As per the last communication with Mr. ********************* on 12/22/23, the order has already been cancelled and refunded.
  After the order was cancelled and refunded, an email was sent, and we got the confirmation from Mr. ********************* that refund has been done. (Screenshots attached)
  
  We once again apologize for any inconvenience caused.
  
  Regards

  Recreation Outfitters

• Initial Complaint

  11/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered two chairs on August 24, 2023 in the amount of ******* and paid in full. Order number RECOUT819836. Order was on back order so I waited until October. **** sent emails indicating that the orde was being prepped and then just indicated that they would not honor the proce I paid for this item.

  Business response

  11/30/2023

  Good morning,
  Due to some technical issue on the website, the price of the *** Brands set was not accurate at the time of placing this order. The correct pricing is $1099.99.
  Earlier we requested the customer to pay the price difference between the incorrect and the correct price of the product, however,later it was decided that in order to give maximum support to our valued customer, we would provide this set at our Cost (Cost + Tax) Plus Shipping,i.e., no profit - no loss. We are attaching the actual invoice sent by the warehouse that shows the total cost for Recreation Outfitters. The total cost is $981.28. Customer has already paid $530.19. So balance to be paid - $451.09.
  
  Customer informed that same set in different cushion color is for $899.99 on *** website, so we again checked with *** about the cost for Recreation Outfitters. However, they said that the trade price cannot be lowered any further. That means, the cost of this order for any SKU will be same, i.e., $981.28. (Email communication and Cost Invoice has been attached for perusal).
  
  We are telling the truth. In order to support our customer,we are ready to offer this set at our cost and do not want to earn any revenue out of it due to the inconvenience faced by our customer. The order can be processed after the payment of the price difference of $451.09. Or the last option is the order can be cancelled for a refund to the customer.
  
  Thank you.
  
  Regards
  Recreation Outfitters

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brizon wingflyer on 4-11-22 for $787.83 which includes a 2 yr warranty. We have had multiple issues with tires, wheel, and chain. I have called about this repeated problem appr. 8x's. They don't call back, even though they promise that they will. I took the pedal scooter to a reputable bike shop, and he said it was a manufacturer defect, and it was not fixable. I sent this to the company, and their only response was, "We called them and no one answered". I asked them to resolve this, and they have not contacted me back.

  Business response

  06/07/2023

  Hello,

  Greetings.

  We have forwarded the latest received pictures from the customer to the distribution team and are waiting for their reply.
  As soon as they reply back, we will get back to the customer. We sincerely apologize for the inconvenience caused.

  Thank you.

  Regards
  Recreation Outfitters

  Business response

  06/20/2023

  Hello,

  Greetings.

  Our department is in touch with the warranty team and the distribution team to find out what best options are available in this scenario and we will get back as quickly as possible.

  Our apologies for the inconvenience.

  Regards

  Recreation Outfitters

  Customer response

  06/20/2023

   
  Complaint: 20143781
  
  I am rejecting this response because: It has been 2 wks, and still nothing has resolved. I received this exact same message from Recreation Outfitters 2 wks ago. Absolutely no progress has been made.
  
  Sincerely,
  
  *****************************

  Business response

  06/23/2023

  Hello,

  We understand the customer's frustration due to the inconvenience caused and we sincerely apologize for that.
  
  The issue details have now been forwarded to the warranties department and they are looking into this and said that will get back to us shortly.

  As soon as they revert back with a resolution, our team will get back to the customer.

  Thank you.
  
  Regards

  Recreation Outfitters

  Customer response

  06/29/2023

   
  Complaint: 20143781
  
  I am rejecting this response because: There has been no resolution to the problem.
  
  Sincerely,
  
  *****************************

  Business response

  08/03/2023

  Hello,
  
  Greetings.
  
  As customer opted for Mulberry Protection plan along with her orders, we contacted them regarding the issue faced by the customer.
  They replied as follows :-
  
  "Hello,
  We reached out to the customer directly with directions on how to fully file a claim. They need to follow the instructions within the email and provide us all the necessary details so we can process the claim. When a claim is filled out but missing certain fields or required information, we are unable to proceed since we have certain requirements needed on our end to remain compliant with the service contracts.
   Thanks
  ****"
  
  
  So, we asked them to resend the claim form with instructions to the customer and got the following reply today :-
  
  "We already reached out to the customer with instructions on how to file a claim since the initial email, so they should be all set to follow those instructions, thanks!
  ****"
  
  We hope this process will assist the customer and we advise the customer to be in touch with Mulberry Protection regarding this issue.
  
  We are always here to assist in the best possible way.
  
  Thank you.
  
  Regards
  Recreation Outfitters

  Customer response

  08/07/2023

   
  Complaint: 20143781
  
  I am rejecting this response because: I reached out to the warranty company. I specifically told them that I was not able to download the documents from my computer and needed help. It took them over 2 wks to respond! All that they did was send me the same info as before!!! I need clarity as to how to download the pictures and files. I have downloaded numerous files for other things in the past. IT WAS NOT WORKING!!!
  
  Sincerely,
  
  *****************************

  Customer response

  08/16/2023

  Hi,

  I finally heard back from the warranty company. I was instructed by Recreation Outfitters to contact them. I took out a 2yr warranty. Mulberry is the warranty company. They have refused to do anything, because a local company examined the scooter and said it was broke due to a manufacturing defect. ******** said I have to go back to the original company and have them take care of it, or replace.

  Business response

  08/18/2023

  Hello,
  
  Good morning.
  
  We provided all the details of the order and the issues to Mulberry Warranties, and they were in touch with the customer for past few days. We got a response from Mulberry as follows :-
  
  "Hello,
  We confirmed to the customer we are not moving forward with this claim as this is a manufacturing defect and should be covered by the manufacturer. The customer has been notified and also let them know this does not affect their warranty which is still active for any future claims they may have."

  So, now we have again sent a message to the manufacturer with all the details. Waiting for their response and will follow up with the customer accordingly.
  
  Thank you.
  
  Regards
  Recreation Outfitters

  Customer response

  08/21/2023

   
  Complaint: 20143781
  
  I am rejecting this response because: There has been no resolution in this matter. I want a replacement or refund. This has been going on since April !

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

  Customer response

  08/22/2023

  Thank you for the response. I will wait again for a response from Recreation Outfitters since this ongoing lengthy issue has not been resolved.

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against Recreation Outfitters due to poor product quality, unsatisfactory customer service, and lack of response to my inquiries. My experience with this company requires immediate attention and resolution.On 4/24/23, I ordered a fire pit patio set from Recreation Outfitters. However, I faced numerous issues throughout the process. The product was delivered weeks after the expected date, causing significant inconvenience and frustration.Upon receipt, I discovered crucial hardware was missing. I contacted Recreation Outfitters by email and phone to report the issue and request their shipment. Unfortunately, my attempts to communicate have been met with complete silence.To date, I have sent three emails requesting information on the missing parts and an estimated reimbursement timeframe. Regrettably, Recreation Outfitters has not acknowledged or responded to any of my inquiries. Their unresponsiveness is highly unprofessional and shows a lack of regard for customer satisfaction.Additionally, I had to purchase boxes to return the product, incurring additional expenses. As a dissatisfied customer, I should not be responsible for these costs. Recreation Outfitters must take full responsibility for their substandard product and the inconveniences caused.I find this level of service and lack of accountability unacceptable. As a paying customer, I expect better treatment and prompt resolution of my concerns. I hope the Better Business Bureau can intervene and facilitate a resolution between me and Recreation Outfitters.I request a thorough investigation into this complaint and appropriate action against Recreation Outfitters to rectify the situation. Any guidance or assistance you can provide in ensuring fair reimbursement for the product and additional expenses would be greatly appreciated.Thank you for your attention. I anticipate a prompt and satisfactory resolution to my complaint.Sincerely,*******************************

  Business response

  06/06/2023

  Hello,
  
  Good day.
  
  We would like to share that the customer has been issued a refund for the returned order. Unfortunately, the organization can't refund more than what was paid, that is why Recreation Outfitters would not be able to refund $29.20 for the boxes which customer bought locally to ship back the order. As a standard procedure, the customer needs to ship back the order in the original boxes. (which were not retained by the customer)

  The refund should ************** 3-5 business days as per the standard time-frame given by the banks.

  Thank you.

  Regards

  Recreation Outfitters

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a portable marine grill online. The grill has a lifetime warranty. Purchase Date was 3/23/22. It was not used until the boating season. I opened the grill to install it on my boat in early July 2022. It was found that the grill was defective. I worked with the manufacturer until October of 2022 to find a resolution. It was determined (so to speak) that it was a lemon. I worked with the manufacturer on almost a weekly basis. They provided a few parts. Nothing seemed to work. I am a design engineer by trade and this is just not complicated. It was noted that when the grill was received that some screws were missing and almost every screw/fastener on the grill was installed only finger tight. I figured some disgruntled employee did the assembly. The manufacturer offered a refund, but stated that it had to be through the original seller. I contacted them in October. *** in customer service kept apologizing profusely (his word), and promised something would be done. Each time I followed up, he said the same things. Finally in February of 2023, I left an accurate review and 1 star rating for them on ****** maps. I received a call immediately from *** who stated he was the head of customer service. He apologized and said he would help with resolution. In one update, he stated that he would be getting me a refund. Then he no longer contacted me. All I want is a working grill. I spent as much money on the installation as I did on the grill. I would be happy with a refund or a working grill. The Grill is a Blaze BLZ-1PRO-PRTMG-LP and cost $899.99 less taxes. I opted for the high end grill with a life time warranty because I assumed it would be much more reliable than the $150.00 competitors. I would assume that the liability should fall on the manufacturer, but they sent me to the retailer for the refund.

  Business response

  03/16/2023

  Hello,
  
  Good day.
  
  This message is regarding the Order no - RECOUT814093 for the **************** ****** Grade.
  As the customer has been facing multiple issues with the product and no resolution could be reached, the last communication by the distribution team was that a refund would be issued to the customer. Our team has been communicating back and forth with the distribution team and they have been in touch with the manufacturer. We sincerely apologize for the inconvenience to the customer due to this.
  We have again followed up with the concerned department, asking them to expedite the refund process.
  The last response from them yesterday was :-
  "Good morning,
  I will check on the status of this for you and I will let you know shortly.
  Thank you for your patience!"
  
  As soon as they confirm about the refund being processed, the customer will be notified too via email.
  
  Thank you for your support and patience.
  
  Regards
  Recreation Outfitters
  

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 2,2023, I ordered White ******** Hearth By Empire - Vinyl Siding Vent Kit for Empire Round Vent Kit 1 $93.96 from Recreation Outfitters ORDER RECOUT817677 . I thought it was the whole vent kit but received 2 days later just the base to the vent kit. I contacted the company through email and telephone conversations three times the following week. I was assured a refund would happen and they would send me a shipping label to return the item. I bought the whole vent kit at ****** from the same company. No shipping label was ever sent though they sent me a link to their NO Hassle Return Policy page. No link for shipping forms or anything. I contacted the company by telephone a week after receiving the wrong part. The woman stated if I send the part back they would refund my money. I printed my own label and paid $7.66 on 1/12/23 and it showed through tracking it was delivered on 1/16/23. No word or refund. On January 24, 2023, I contacted them by Email that I had not received my refund. No response from the company. I again emailed the company on January 31, 2023. They responded and apologized for the delay. They would process my refund and it would appear in 2-3 business days and a notice would be received in 24 hours. I received notice on 2/2/23 that I will be refunded $50.54. I contacted the company rep by email asking why I was not getting a full refund. They stated they will check into it and get back to me. They stated they will check with management. They gave me no answers and the run around. They owe me $43.46 + the shipping cost of $7.66. I have received no word from them or remaining refund. They received the part back unused and in original shipping packaging. They have given me the run around and have no plan to return my entire refund owed me. They should not treat customers like this and keep money that is not theirs to keep.

  Business response

  02/20/2023

  Hello,
  
  Greetings.
  
  We have checked the details of this order and the return & found that the issue started as the product listing was not that accurate. The product details have been fixed/updated online.
  We sincerely apologize to the customer for all the inconvenince caused and we are going ahead with the refund of the remaining $43.42.
  We do not have the option to refunding the $7.66 paid by the customer to ship back the order because our system will not allow to refund that amount more that what we charged for the order.
  As we charged total $93.96 so we will be able to refund the same i.e., $93.96 by refunding the balance $43.42.
  
  We wish the best to our customer for the future.
  Thank you.

  Customer response

  02/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an air hockey table from their website, because it said it would be delivered between December *****, 2022. A few days later, I found out it would not be delivered until after Christmas, so I canceled the order. As of today, January 12, 2023, they have not refunded my money, and are refusing to do so until they locate the item with the shipping company they chose. I never received the item, and am being charged for something I dont have. All communication with this company has resulted in them saying that theyre looking into. I dont believe thats possible after all this time, and I believe they are attempting to steal my money.

  Business response

  01/22/2023

  Hello,
  
  Greetings.
  
  This order for an Air Hockey Table was placed on December 15th and the order moved to the shipping stage on December 17th as the shipping documents (*** - Bill of Lading) was already sent to the warehouse.
  
  We received an email from the customer on December 20th to request order cancellation. However, it could not be cancelled as that time because as per the cancellation policy, an order can be cancelled any time before it has been shipped but cannot be cancelled if it has shipped or moved to the 'in-shipping' stage. Later the customer contacted the shipping *** to inform them that he does not wants the item to be delivered to him and later the *** was cancelled by the freight booking team.
  
  We contacted the warehouse team to confirm if the pickup has been cancelled and the order amount has been refunded to Recreation Outfitters, so that we can also issue a refund to the customer. However, the warehouse team i.e., ******** Sports informed us that the order was indeed picked up by the shipping *** Forward Air and we were also sent an invoice.
  
  We again contacted the freight booking agent to inform that although the *** shows cancelled, but the Warehouse team says that it was picked.  The freight booking *** 'Freightquote' did some research and informed us the following:-
  
  "Carriers are saying they dont and didnt have the freight. The shipper provided paperwork for a product that wasnt loaded. The carrier stated to me they picked up lots of freight that didnt have paperwork as well as they had paperwork but no freight. So, I'd suggest they get someone to check their inventory count."
  
  I did ask the warehouse team to check about the inventory and we are still awaiting their response.
  
  Well, as of now, it is not known where exactly this order is, whether it has been picked up by the shipping *** or not.
  
  And Recreation Outfitters has also been charged by the warehouse team i.e., Escalade Sports and they are not issuing a refund to us and due to that the refund to the customer is also getting delayed. (Invoice attached)
  
  We are working really hard to get this issue resolved for the customer, so that the refund can be processed as quickly as possible.
  
  Thank you.

*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. ↩