ComplaintsforSt. Croix Fishing Rods
Fishery Consultants
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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a warranty claim and paid the fee to have my rod tip replaced. The company told me 2 weeks ago that my rod is ready to ship. I have yet to receive shipping information.Business response
06/13/2024
This order has been shipped as requested with *** tracking #1Z5898480300999388. There was an issue in our system that required manual intervention for the order execute the shipment. We apologize for the delay.
Thanks.
Initial Complaint
12/12/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
St Croix rod sale started at 7am Nov 24. I placed my order at 704am, order FS2041. I figured my order would be on its way within the week but on Nov 29 I received an email stating the following :"Thank you for your order during our Black ************** Monday Promotion last weekend, unfortunately we are not able to fulfill all of your order. We had a mishap with inventory system and accidentally oversold a few BAS68MXF rods. I do have a lot of BAS71MHF that we could sub for the rod you ordered or simply give you a refund for the rod you originally ordered.Please let me know what you think, and we will get your order out to yet this week. Thank you for your business and I apologize for the inconvenience. "I emailed on 11/30 asking how could that rod be unavailable 4 minutes after the sale started. I also asked about what other options were available because the rod that was offered would not work for me.No response from St Croix, there's no way they'd get the rods out within a week. I emailed and called on 12/1 only to sit on hold and then miss their return call. On 12/2 I called again but apparently customer service doesn't work Saturday. I then filled out an online form requesting being contacted to resolve the issue. I called again at 345 on 12/5 they were closed, so I left a message requesting a response. I finally received an email response on 12/7:"The only spinning we have available is the BAS71MHF, but you should be able to like at our website to see the casting we have available. I believe it is all of them."All the casting options were not available since it was now 2 weeks after I ordered. I responded on 12/7 with my choice and also requested an explanation regarding the delay and "oversold" rod. I called on 12/8 I finally talked to a human, he couldn't help, I left ****** a message with my rod choice. Still waiting for a response, I guess my bro isn't getting his anniversary gift on time.Business response
12/13/2023
Hello, I spoke with ***** today (12/13). His rods were shipped today and I included a free hat and sweatshirt for his trouble getting through and staying connected to our call center. I explained the issue that happened to our inventory system and he seemed to understand. I upgraded the rod that he ordered to the new model, at no additional charge, since it was our fault that we oversold the specific rod he ordered. I believe that this issue is resolved.Customer response
12/13/2023
[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,
***************************Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a rod through one of St.Croixs online retailers. After receiving the rod, I tested the action and it broke under what would have been a normal load. I submitted a warranty claim immediately on August 27 and received a response with a warranty claim number(1786354) on September 11. Since then I have contacted them several times and so far no one from St.Croix has responded. Later, upon closer inspection, I also noticed that many of the guides and the hook keeper were also installed crooked. Had the rod not broken, I would have returned it to the retailer for a refund. Now the retailer will not accept a return, because even if I get a replacement from St.Croix , they cannot accept a return of an item they did not technically sell me.Business response
10/13/2023
Hello, we have contacted this angler and their replacement rod was shipped on 10/10 with *** tracking number: 1Z5898480300679189
The customer indicated that they would mark this complaint as closed.
Thanks.
Initial Complaint
09/14/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed an order, money was deducted from my account but no product has arrived. It has been weeks of attempted emails with no response. Just want my money returned or my order to be fufilledBusiness response
10/11/2023
We spoke with this customer and offered to send him a replacement hat for no charge but he declined. We provided him a refund as requested and he indicated that he would close his complaint with the Better Business Bureau.Customer response
10/11/2023
[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. Although I never said I would retract anything from the Better Business Bureau. You did in fact offer me a bribe of a free hat to retract my complaint. Which I declines because of your incompetence to realize which products you do and dont offer online and the inability to put a hat in a box and send it.
Regards,
*********************Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Filed a warranty/repair claim with St Croix on 8/13/23. Sent all of the required information and pictures as requested. Warranty site states two week response time. No contact from St Croix to date, phone calls/messages go unanswered. After reading many similar problems with their customer service or lack thereof hard to believe they are still in business. One of the most unresponsive companies I have dealt with.Business response
09/14/2023
I spoke with this angler today and apologized for the difficulty he had in reaching us. I let him know that his experience is not acceptable to our standards.
We let him know that we would be replacing his broken fishing rod with a new current model at no cost.
He indicated he was satisfied and would close his case once he received his replacement rod.Customer response
09/16/2023
[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. The customer service manager contacted me the day after I filed this complaint. He was very responsive and wanted to assure me that this kind of problem was not up to ST Croix standards and he wanted to make it right. Very impressed with his follow up.
Regards,
*************************Initial Complaint
09/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a St Croix rod for $109.00 from Tackle Warehouse in June of 2023. The tip broke as I hooked a fish that consequently got away. It wasn't a very big fish either. I contacted St Croix ***'s warranty service and things appeared to be going well. I was told to submit a form along with three pictures and I would be contacted by the warranty team. I received an email stating my submission was received and it would be ten days before they could follow up. This was on July 25, 2023. August 17, 2023 I was sent another email stating they were moving forward on my claim. I would need to pay $50. I needed to call them but they were backlogged so I should leave my number for them to call me back. If I had further questions, I should contact the angler department via email. I sent several messages to the angler department with no response. Each time I have called, it's been an estimated 126 minute wait and I am still waiting for my return call. Today, Sept 11th, I tried again and the wait was again over two hours. I don't believe I should pay for a product defect. I also think consumers, especially fellow fishing enthusiasts, should be made aware of this companies practice handling warranty claims. Only now am I seeing other consumers with similar issues regarding tip breakage and non existent service. I would like my broken rod replaced and do not think I should pay $50 for the new one. Please help.Business response
09/14/2023
I left this customer a voicemail as well as sent him an email informing him that we will be shipping him out a rod replacement at no charge. On the voicemail I asked him to call me directly if he needs any additional assistance.Initial Complaint
08/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a replacement part to a fishing rod on July 27. I paid for it at that time. I have not received the replacement part. I am unable to reach a human at St Croix to check on the status. I have left multiple messages on their call back line and have received no response. Due to the delay I have missed my window to return the product to the seller on ***** This situation has cost me $145 for the purchase price of a pole that cannot be used.Customer response
09/06/2023
Company has responded- part has been shipped & will arrive 9/5.Initial Complaint
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I submitted a warranty claim for my St. Croix Avid spinning rod on August 8th. It was broken and in need of replacement. I received warranty claim no ******* on Aug 21 and was told Please contact the guide center at **************. I was advised, "we encourage you to select the automatic call-back function which will save your place in the call queue, and an Angler Guide will call you back." I attempt this on four occasions now, over a span of 5-6 days. I haven't got a call back. My wait times on hold were over 45mins. Today's wait time was over 100mins. Also noted on the email "If you have any questions that can be answered via email, please contact us at ********************************************** for faster response time."I sent an email to this also, no response. Its been so frustrating and I am unhappy with this entire process.Business response
08/31/2023
Our ************ Manager ******************* called and spoke to *********** We are getting the order placed and it will be shipping out today. here is the tracking information for the order. SpeeDee tracking #SP0088070300422099 This tracking information was provided to ***** so we believe this complaint is addressed.Customer response
09/02/2023
[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,
*********************************Initial Complaint
08/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Disputing the $***** fee for a broken rod that is under warranty. By definition a warranty is a guarantee that the item is free from defects and will be replace free of charge. St Croix wants to charge ***** for a warranty replacement. If there is a charge, there is no warranty. Also...there has been no contact other than 'we have received your claim. Call us.' since I filed the claim. I leave a call back number, but no one returns the call.Initial Complaint
08/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought 2 st croix warranted rods. Over the course of the summer the rods became broken during the course of normal use. In October 2022 i sent the rods in with my information asking to be billed through PayPal for return shipping. I have received no contact in regards to my rods , even after sending a message questioning progress.Business response
08/27/2023
I was the customer who filed the complaint and I am satisfied with the outcome. Thanks to the BBB for your assistance.
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Customer Complaints Summary
19 total complaints in the last 3 years.
10 complaints closed in the last 12 months.