Complaints

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.

• Initial Complaint

  Date:10/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have purchased 4 St. Croix Triumph ****************** rods over the past 24 months. Each one cost $149. All 4 have broken within days of first use. I contacted St. Croix via the warrantee process and they sent me one replacement tip (which I had to pay money to receive) which does not fit onto the rod base at all, and St. Croix has not responded to my emails and calls to discuss what can be done to repair/replace the rod tip that will not fit. St. Croix also has not responded to my other 3 warrantee requests made 4 months ago. It is clear this bait casting rod has design flaws which render it unable to perform as advertised. Use was within the prescribed rod rating, and I was also using other rods which I have had for many years some more expensive and some less expensive and they all remain in fine working order.I did receive one email from St. Croix warrantee asking me to call them, I tried to call them for weeks and the phone number will not go through ( I have double checked the number). I also have tried emailing them multiple times and still do not get a response. It is hard to resolve this when they will not return my emails and phone calls. Additionally, I have a friend who bought the same rod (at my recommendation) and his rod broke as well. It is clear there is a design or manufacturing flaw and the warrantee is for 5 years - yet they do not respond to warrantee *********** this point, I would like a refund for the 4 rods as I have to purchase 4 different rods from another manufacturer given these will not perform as advertised.

  Business Response

  Date: 10/21/2024

  We have made contact with ***** and we are shipping him four no cost replacements for his broken rods.  ***** has indicated this is a satisfactory resolution to his complaint.  We do not have any known issues with these rod models and we will continue to provide support to our anglers who encounter rods that need service. 

  Customer Answer

  Date: 10/24/2024

  [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

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Sent in a warranty submission on 07-08-24. St Croix response was to allow 8-10 days for the warranty team to reach out to me. No one from St. Croix attempted to reach out from the info I provided on the warranty submission. After several attempts to contact St. Croix, email and phone, I was finally able to get in contact via phone on 7-31-24 at that time I was charged a warranty fee for rod replacement. It is now 8-15-24, I've been on hold for "the next available agent" for two hours. I've purchased their product, paid for warranty replacement but St. Croix has not honored a warranty they claim is fifteen years. After 38 days from warranty submission, and 15 days since warranty fee charged, I have not received the replacement.

  Business Response

  Date: 08/19/2024

  This anglers replacement rod has shipped via *** tracking #1Z5898480301113297.  We apologize for the inventory shortage and warranty processing lead-time.

  Customer Answer

  Date: 08/20/2024

  [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

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Made warranty claim on June 5th 2024 for a broken rod with a 5 year warranty This rod was purchased in fall of 2023. Despite multiple calls and emails have yet to receive a response other than the automated replies.

  Business Response

  Date: 08/19/2024

  This rod replacement is being shipped via *** tracking #1Z5898480301113304.  We apologize for the delay in processing this warranty claim. 

  Customer Answer

  Date: 08/22/2024

  [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

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:12/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:09/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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, 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 fufilled

  Business Response

  Date: 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 Answer

  Date: 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

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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 Answer

  Date: 09/06/2023

  Company has responded- part has been shipped & will arrive 9/5.