ComplaintsforG Loomis Inc

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent two fishing rods back to be covered by warranty each rod has an approximated value of 400$. After talking to a warranty agent on the phone in August. The agent said the rods would be covered and made everything seem simple and easy he was great to deal with so I paid 30$ to ship them back. I got e email from them after I sent them back in a timely manner and was told they were not covering the warranty and was told I had to pay about 150$ per rod for replacement. I have made multiple phone calls and sent many emails trying to talk to a supervisor for almost a month. G-Loomis is owned by Shimano a huge company that make lots of things from fishing gear to bike components. I am amazed at how I cant get any to return my phone calls or emails. At this point they have 800$ of my personal property with no one contacting me to to help. I have asked to talk to a version or a supervisor or a manager because the regular customer service people I have dealt with will not work with me at all. Any help with this would be greatly appreciated first step would just be supervisor/manager giving me a call to help and hear my concerns. Thanks.

  Customer response

  03/20/2024

  I reached back out today to G. Loomis and pressed the issue to talk to someone in charge after 35 minutes on phone with a customer service rep I convinced him to immediately put a supervisor on the phone. 10 minutes on phone with a supervisor and the the issue was resolved. You can close my complaint. Thanks. 

  

  Business response

  03/25/2024

  G.Loomis QC Manager has been in direct contact with the consumer and resolved the issue to the consumer's satisfaction.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I bought a G Loomis ultra light panfish rod (6'7") a few years ago. The fishing rod come with a life time warranty. The internal part of the first ring on the fishing rod was broken during fishing. It's a perfect normal fishing and using. I did not abuse the rod. I sent the rod back to G. Loomis for the warranty repair (# ******** ). G Loomis concluded that it's my fault and the rod is not covered by the warranty. I called G. Loomis several times to ask how did they concluded that it's my fault. They did not give me the answer. I asked to talk with the manager. He refused to talk with me and just sent me an email to say that it's my fault. Other people have similar bad experience on the warranty with G Loomis. See the reviews in the ****** Maps. **************************************************************************************************************************************************************************************************************** I spent about $250 for rod when I bought it. I had to spend about $50 to send the damaged rod back. I totally spend more than $300 for the rod. I want the money back

  

  Business response

  03/13/2024

  Hello,

  I apologize for the delay in responding to this issue. We have had a personnel change and the person that generally received and responded to these issues is no longer with G.Loomis. Please be assured that we are taking swift action today and will respond soon. Going forward all issues can be directed to me.

  Thank you for your attention.

  Regards,

  ***********

  

  Business response

  03/15/2024

  ****************
  Resolutions Consultant
  ***************************************
  
  In regards to customer Ruijian *** Case # ********, complaint Guarantee or Warranty Issues
  
  In good faith, G. Loomis will replace the customers fishing rod with the with the closest available item, as stated in the warranty policy.
  We will reach out to the customer on 17 March to achieve this transaction.
  
  To be clear, we feel the customer does not fully understand Limited Lifetime Warranty based on manufacturing, parts or workmanship defects.
  The fishing rod clearly shows physical evidence of damage to the tip guide and handle. However, we would like to expedite a resolution to this complaint to the BBB.
  
  Best regards,

  K. Wale, Senior Manager

  

  Business response

  03/15/2024

  Dear *******************,

  We apologize for the trouble and inconvenience. In good faith, ** Loomis will replace the fishing rod with the with the closest available item, as stated in the warranty policy. Our ******************* will reach out on 17 March to achieve this transaction and we thank you for the opportunity to respond to your needs.

  Respectfully,

  G.Loomis Management
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Bought rod in end of 2019 registered right away. i was fishing this summer and had a 20 inch walleye at the boat level with the water. when my rod snapped. so when i got home i filed my warranty claim and received case number ********. was in formed that i needed to ship it at my cost and with insurance on it cost me $77.00. then received email that it was not manufactures fault witch i disagreed with. unless i use my rods they in ******************* in my boat or stored in my warm garage in winter. i told me they have 1 person doing it for all warranty claims so i could not get a second opinion. i do like the rod and was thinking i would switch my other over. I'm sure there is a recording of the call. they were going to send me a different one for $155.00 so now with shipping it would cost me a total of $232.00 dollars.Why would i do that ? i told him i would not buy another and he did not seem to care. he asked if he should ship[ me my broken one back told him they could keep. very bad experience

  

  Business response

  07/14/2023

  Hello ****************,

  This reached my inbox today. I will look into the circumstances of your claim as soon as possible and will try to produce a better outcome for you. I should have more information on Monday and will contact you again at that time. 

   

  Best Regards,

  *****

   

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted gloomis few hours after buying their product came home with broken product contact the customer service I was screamed at and told I was a Blogger hang up on multiple the company told me that they're Customers Aren't honest and they weren't interested in helping me. I explained to them I didn't want to pay for shipping for something that wasn't manufactured default and I could take it back to cabela's and choose a different brand which I encouraged me to do.. On top of that I got on a public ******** page for their company where they employees the little and made fun of me. I can't believe all the horror stories people are putting on ******** under my post I have multiple screenshots from customers saying the same thing.. ****** is a one party state meaning I can record as long as I know it's happening and I have all the conversations Recorded

  

  Business response

  02/21/2023

  Hello ****************,

   

  Let me start by apologizing on behalf of G. Loomis for the way your initial call has handled by our representatives. Clearly that's not how we intend our customer service calls to be handled. I was able to discuss your situation with one of our representatives. He advised me that you were able to return your damaged rod to the retailer and select another rod to purchase. At this point, other than offering our apologies for how your call was handled, it sounds like the issue has been resolved. If this is not correct, please let us know, and we'll try to lend any further assistance that we can. 

   

  Best Regards,

  ***********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Emailed about my warranty in July. Was in town in 8/19/22 and would not accept the item in person. They literally had me pay $30+ to ship the item from the post office IN WOODLAND! Regardless of that useless redundancy and waste of my money. I was speaking with a gentleman named *************************. I was told it would be a simple process and I would have my new rod in November or December. I was then told to Be on the lookout for a 2nd email with a payment link attached...... I returned home to ******* in October to a letter telling me that someone had attempted to contact me via phone an email (no one had tried to contact me) and that my payment info was not on file and that if they didnt hear from me my rod would be returned. I contacted ***** for him to then explain I needed to go on the website to sign up before I sent it in (which he never told me to do) and since I did it this unorthodox way it now had to be handled differently. All I did was what he told me to do in the first place. Now its looking like next year for my rod. At this point I ask to speak a supervisor as it seems in my opinion this process is not being handled efficiently. I am told I would hear from someone named **************, who never reached out to me. Then after waiting to hear from **************, I get a email from *************************** saying again that I need to pay or my rod will be shipped back. I reached out to ***** asking again if I can do this via online or email and why no one had reached out to me. He just gave me the number again and told me I have no choice but to call. I would just like to know from someone higher up then ***** if I need to never purchase Shimano products again if this is the kind of company response I can expect.

  

  Business response

  11/30/2022

  Hello ****,

  Please accept our apologies for the difficulty you've experienced regarding your claim. I'm the Senior Business Operations Manager at *****. Loomis factory, and although our customer service department agents are based in **********, I was able to contact several of them to help expedite a resolution for you. My understanding is that the *** rod you sent in for warranty is currently on a long back order. I was however, able to arrange the shipment of a free upgrade to an NRX+890-4 at no charge to you, to make up for the inconvenience you've experienced. I hope you find this to be an acceptable outcome. You should receive the replacement rod within 1 week. 
  

  Best Regards, and Happy Holidays,

  ***********************

  Sr. Business Operations Manager

  G. Loomis

  Customer response

  12/02/2022

   
  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

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the date of 7/25/22 I called to get to my the top section of my IMX 1165-2C STDR replaced. I talked to a gentlemen through the phone number that was provided for any customer service issue that occur. My credit card info was taken and I was told it would take up to 4-5 weeks in order for the top section to be built and sent out. That was totally fine to me and I agreed on paying the $50 or dollars that was warranted. It's now 8/24/22 and I have not received any follow up email in regards to my rod being sent out so I called just to check on the status and I'm given an order number of ******** and told by email that the tip section will be sent out on 8/26/22. Sounds great to me and i ask for a tracking number for the package and I'm told it will be emailed to me shortly once it's shipped. 8/26/22, I receive an email stating I need to give you call to re-confirm my payment info ( 2nd-3rd time I believe I have given this info out). Ok, sure, not a problem. I ask again for a tracking number and I receive nothing by email.8/29/22 I receive an email stating a glitch occurred on the **Loomis end and again they need my payment. Still no transparent communication on what exactly is going on. Fast forward to 9/1/22 I decided to call the customer service number. I'm told it should take up to 5 weeks for me to receive the tip section..... If you follow this email back to the beginning you will notice that my 4-5 week wait period has doubled and I have yet to see any results in getting my order completed. No accountability or solutions on the companies part to make this horrible experience any better and I'm pretty much left in the dark to wait.

  

  Business response

  09/02/2022

  Hello ********************,

   

  Thank you for being a G. Loomis customer and for bringing this issue to our attention. We sincerely apologize for the delay and inconvenience. After investigating the issue, it seems there was a clerical error made by someone on our customer service team when your order was entered that caused the confusion between the customer service team and the factory. Once the error was spotted, the order was corrected and quickly expedited for you. I'm happy to inform you that your replacement tip was shipped to you yesterday. The *** tracking number is 1Z8683420349790578 . I checked the status this morning and it looks like it is out for delivery for you today. 

  Best Regards and Happy Fishing,

  ***********************

  Senior Business Operations Manager

   

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim on broken rod tip:Order summary **** confirmed Free: GCX 893C JWR 1 $105.00 Subtotal $105.00 Shipping $0.00 Taxes $8.40 Total $113.40 USD Paid using **** ending in **** This filing and payment was for April 19, 2022 and there is still no word on shipping. Expected email confirmation never received. How much longer do I have to wait for my replacement rod?Regards, unhappy customer.

  

  Business response

  08/31/2022

  Hello **********************,

   

  Thanks for being a G. Loomis customer. I'm sorry to hear about the delay in receiving your replacement rod tip. I spoke to our customer service team to find out why you haven't received your replacement yet and I was told that the issue stems from the charges not going through on the credit card you submitted. I saw the receipt you attached to message to the BBB, but please note that your card isn't normally charged until your order is ready to ship. My guess is that the expiration date on your card changed during the time you were waiting for your order, and now the expiration date we have is no longer valid. The customer service team said that they tried to reach you by email but were unsuccessful. I sent them the phone number attached in this message, so they called and left you a voice message earlier today. Once we get the credit card information sorted out, the rod tip you ordered is now in stock and ready to ship. 

   

  Best Regards,

  ***********************

  Senior Business Operations Manager

• Initial Complaint

  08/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 10, I ordered a replacement top section for my Tsr-740-2; serial *******. My credit card was charged and I was told 4 weeks. I called approx July 13 for an update and csr was extremely rude. Informing me that I was told 4 weeks; I reminded him we are beyond 4 weeks. Was told it could be another 3-4 weeks or so as my tip is being wrapped. I received no update, you have my money and I dont even have a receipt, order number, claim number or tracking number. Then to receive an attitude for calling in poor at best. I have never had this kind of service let alone from a higher end manufacturer and will definitely be rethinking my future purchases. Years ago I had a warranty claim from gloomis and had a replacement rod the next day. Very bad experience all around. Seems to be more common check there online review boards for peoples experiences opinions with quality and service. It is now 8/1 and I have heard nothing..

  

  Business response

  08/02/2022

   

  Dear **************,

  First let me apologize on behalf of our company for the delay. It is our intent to handle situations like yours in a much more timely manner, and we clearly did not succeed in this instance. In fact, as our team reviewed the details of your situation, we identified several unfortunate processes and unforeseen events that contributed to the delay in producing and shipping your replacement tip. This has started an internal discussion among our process specialists at the factory which will lead to implementing some changes for our production staff in order to avoid future delays in processing orders like the one you experienced.  

  I do, however, have an update for you. I was informed that your replacement tip was shipped yesterday **** Tracking#1Z8683420351014241) and should arrive to you by Friday.

  We thank you again for bringing your experience to our attention as this will lead to overall improvement in the way we handle customer replacement orders in the future. We sincerely appreciate your business. 

  Best Regards,

  ***********************

  Senior Business Operation Manager

   

   

  Customer response

  08/02/2022

   
  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

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have sent a G loomis NRX+ 821s NRR away for warranty though the business I purchased it from on Oct 1, 2021. I was told Feb 2022 at latest, the. March 2022, then the latest July 1 **** Apparently my rod was in shipping status when I contacted Shimano on July 8, 2022.Its been delivered to the business when I purchased as I have been provided proof of tracking its been three days since it been delivered and the business where I purchased it says its not there and communication has been poor at best.I have been getting the complete run around from day one with this process. If this company can stock shelves with rods during a pandemic they cant use the pandemic excuse for warranty claims. I just completed xpeditor program on another NRX + because I thought would be faster and what do you know my rod is here within 2 weeks.

  

  Business response

  07/25/2022

  Hi *****,

  We would like to try to help you out with this situation if possible. It sounds like the lack of communication is coming from the dealer where you purchased the rod. Would it be possible for you to tell us the name of the dealer & the contact information you have for them? Any additional information you might have (ex: claim number, or repair order number, etc..) would be helpful as well. We'll be glad to intervene and assist in resolving the situation for you. 

   

  Best Regards,

  Alain

   

  Customer response

  07/25/2022

   
  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

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  G Loomis Claim # ******** / Order # **** 2/28/22 - I called customer service to inquire about the warranty process for a snapped fishing rod tip and was informed I needed to pay postage out of my pocket to send in the broken item. I was also told that it would take about two weeks for inspection upon G Loomis receiving the broken item before a replacement is sent out. 3/1/22 - Instead of proceeding with the option above, I opted for G Loomis' premium "Xpeditor" rod replacement service and paid $130 with the expectation of receiving a replacement rod within a few days as per the G Loomis website (https://www.gloomis.com/pages/xpeditor). A week passed without any updates. 3/9/22 - I called G Loomis customer service for a status update and was informed by the agent that the item was backordered for a "few weeks" due to supply issues. An inconvenience, but I was willing to wait. I would have appreciated G Loomis informing me that the replacement was backordered at the beginning of the entire process especially before I provided my credit card information.4/8/22 - Again I called G Loomis for an update and was informed I was around 80th in queue for the replacement rod, and the *** shifted to August 2022, (well past the "few weeks" as quoted before; almost half a year out from the creation of the claim). No alternative solutions were given.It is unrealistic to wait half a year for a replacement. No offer of a comparable model was made. G Loomis also does not allow upgrades to a higher model which I would consider and be willing to pay the difference for. Furthermore, I have seen the same model rod being restocked twice at TackleWarehouse.com, a retailer of G Loomis products, and is expected to receive additional restocks far sooner than August. This leads me to believe G Loomis continues to sell to business partners while ignoring end customers who already paid for the product and require additional product assistance under the advertised lifetime warranty.

  

  Business response

  04/12/2022

  Dear ************,

   

  Thank you for contacting us regarding the difficulties you've encountered. At G Loomis, we take pride in ensuring our customers' complete satisfaction through offering excellent products & service. Please accept our apologies for the delay in replacing your rod through our Expeditor program. While researching your claim, we discovered some internal miscommunication that resulted in the unfortunate delay. I'm pleased to inform you that we have now secured your replacement rod and will be shipping it to you tomorrow. The *** tracking number is :  1Z 868 342 03 **** 9200  You should be receiving your replacement within the next few days. 

   

  Best Regards and Happy Fishing! 

   

  ***********************

  Sr. Business Operations Manager
  G.Loomis Inc.
  1359 ****************
  ********, ** 98674

   

   

  Customer response

  04/14/2022

   
  Complaint: 17005966
  
  I am rejecting this response because:

   

  I received the replacement rod today (4/14/22). However the replacement has what appears to be a glob of epoxy on the inside of the last guide. It does not come off scraping it with my finger nail nor does rubbing alcohol do anything to it. I'm afraid this will interfere with the casting performance of the rod. This is not what I expected from a quality product and after such a lengthy delay.
  
  
  Due to limitations of the file attachment module in the BBB portal, I've included a ****** link below with photos and a video detailing the matter. 
  
  
  https://photos.app.goo.gl/y98JrXrqKqpSGqVK9
  
  
  
  This situation has added frustration on top of frustration. Please provide me with the next steps to get this resolved.

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

  

  Business response

  04/19/2022

   

  ***********, 

   

  Thank you for attaching the link in the previous email. The pictures and video you provided clearly illustrated the foreign matter on the tip's guide. Our inspector evidently missed it prior to releasing the rod for shipping. 

  Please note that a replacement rod was shipped to you this morning after being personally inspected by our QA Manager. The replacement rod should be free of any defects.  The tracking number is: 1Z8683420349333428
  

  We apologize for the inconvenience. 
  

   

  Best Regards,

  Alain

*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. ↩