Complaintsfor1Up USA

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an advertising / bait and switch complaint.I went to an outdoor event in ********, ******** this summer. I was sold on the product and the employee provided me with a 10% voucher coupon. I went to use it and it's not valid. I connected with the company and they will not honor it. The voucher DOES NOT have an expiration, therefore as no expiration was disclosed, it should still be valid.

  Business response

  11/30/2023

  The coupon was offered in relation to an event specifically. It is expected these offerings are used within a reasonable timeframe. Months after the fact would not meet our requirements being the reason this request was denied. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a 1UP Super Duty Rack, it arrived with a deep ***** to the black bar, I notifed 1UP USA of this damage with photo via Email, I got a response from 1UP USA saying: "That's strange to see". 1UP USA provided no remedy to fix the *****. I told them I would be amenable to keeping the damaged mechanism if they discount me 20 percent in form of refund. the only response I received was them telling me I can upgrade to a more expensive rack(Equip-D)

  Business response

  05/23/2023

  Good Afternoon,
  
  Thank you for bringing the complaint to our attention and allowing us to address the issue. The customer was in contact with us from 05/12/23 to 05/15/23 via phone and email. After several phone calls, we believed the customer considered this issue to be resolved.     
  
  From the pictures we received in the customers initial email, we saw that the black pull bar used to tilt the bike rack was damaged. The customer also noted difficulty in operating the mechanism. In our first response, we did note that the damage was strange to see and then mentioned our assembly and testing process,simply indicating that it is not a commonly occurring issue. We also offered advice on how to remedy the sticking pull bar.
  
  As a follow up in that email chain, the customer requested an EZ Pull Single,which is not a product that we make or sell, or a 20% refund. After making this request via email on Friday, we also had a conversation with him via phone call. Our representative walked him through the possibilities, which include a partial refund for the issue based on the cost of the part and shipping,shipping the damaged rack back to ** and sending a new rack out to him, or sending him the part itself if he was comfortable making the swap. In this case, the refund would be $35. This is slightly more than the cost of shipping a single rack both ways along with the cost of the damaged part.
  
  In our call on Friday with him on Friday, the customer inquired about our Equip-D model. This rack has a few upgraded parts and a redesigned tilting mechanism. We gave him information about the rack, issued a pre-paid return label for his existing rack, and sent him a free shipping code via email for the Equip-D model. In the phone call, he seemed to be pleased with this option.
  
  Based on the Friday phone conversation, we assumed he was satisfied with the resolution and considered the matter resolved.However, we noticed that a 1-star review was placed on ****** Reviews. It is our policy to reach out to customers that leave negative reviews to address potential issues customers are having. At that time, the customer spoke to ***,the owner of 1UP USA. *** presented the same offers mentioned above (partial refund, replacement part, or swapping for a new unit). After that call, the customer purchased an EZ Pull 2 and was going to reach back out regarding the choice between a $35 refund or the replacement part being sent. We have not yet received a follow-up on this offer.
  
  

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The businesss representatives do not provide their name(s) when answering their phone, the same representative who said i seemed happy offered me $50 refund for the damage. I am requesting the $50 for the damage. 

  
  Regards,
  
  *******************************

  Business response

  06/02/2023

  We are willing to do a $50 refund in order to resolve this issue. Please note that by issuing the refund, we would not be sending additional replacement parts for the same issue. The refund will be issued to the card used for the rack purchase. 

  Customer response

  06/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

*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. ↩