ComplaintsforSt. Croix Fishing Rods

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 26, 2023 I submitted a service/warranty claim #******* to St. Croix service department. About 10 days later I received an email message acknowledging receipt of my claim. I was supposed to call for further handling. After several attempts ( on different days) to get someone to answer the phone I was eventually successful. I paid $50.00 and was told 1 tip would be shipped at the end of the week, and a second tip would be shipped one week later. It has now been over a month. Have been not been successful to reach anyone all week.

  Business response

  08/15/2023

  Good afternoon.  The order referenced in this claim has been shipped complete via UPS.  The tracking number associated with this shipment is 1Z5898480300580534.  Please accept our apologies for any inconvenience this delayed shipment has caused.

  
  Thanks,

  St. Croix Rods 

  Customer response

  08/15/2023

  [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

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a St Croix triumph fishing rod on 10/27/2022. The rod costs $99.99. I took it fishing 4 times, and on the 4th trip I hooked an 11 inch trout and the tip of the rod snapped like a twig. This was in June. I contacted the warranty department at **************. They assigned me claim number *******. I called them 4 times, and each time they told me the rod has a 5 year warranty. They want $50 to replace it. My complaint is why do I have to pay $50 to get them to honor the warranty that came with the price that I paid for the product? I think they should replace the rod without any additional cost to me. It was clearly defective and they admitted it. They would not budge on this. I hope that you can help resolve this.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 17 I purchased a discounted rod from St. Croix during their Customer Appreciation Day event (reference uploaded screenshot.) This rod is a retired rod, in stock when bought and my funds immediately taken from account.I called on the 22nd of June and waited hours on hold with no contact to check on status of sale. Finally got through on the 23rd of June and was told the factory store itself would get a hold of me with info in the next day or two. Four days later on the 27th of June I called back and talked with factory store and was treated as I was just a bother to them and transferred to a busy line. When I called back, I was again treated as a complete bother and then told that they oversold the rod and they were just going to refund me. Outside of the terrible customer service experience I have experienced with this company recently as an owner of over a dozen of their rods, I tell this story to a tourney partner tonight and he then tells me that apparently they are just lying to me, because the exact rod is still available and in stock on the website as of right now (reference attached screenshot two), only for $130 more than I paid.This company has treated me like I was nothing to them as a loyal customer and now it looks as though they have lied and defrauded me as to the rod that I bought being available.Was this done just to retaliate against a customer because they called to check on their paid-in-full order?I want this company to answer for this and explain why they told me the rod is not available to ship to me at the paid sale price, but it is still available at normal retail? Seriously considering filing for fraudulent practices against St. Croix at this point, considering their complete lack of consideration or appreciation for the customers that they claim to support.

  Business response

  07/06/2023

  Hello ******-

  It was a pleasure speaking with you today.  As I stated in my email, I will be sending you the confirmation # after we get your rod shipped today.

  Best,

  Best Regards,
  *********************
  Factory Store Manager
  W: *********************
  

  Customer response

  07/13/2023

  [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. 

  I appreciate **** personally reaching out to me to listen to my concerns and resolve the situation. I truly feel after talking with **** that fixing the misaligned customer service attitude will be a priority.

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

  
  

• Initial Complaint

  05/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fishing Pole, under warranty, broke due to manufacturing defect. Warranty claim submitted 9/16/2022. Received 10/10/2022 email response assigning claim#******* and stating that I should contact them by phone. Contacted customer service who attempted to "upsell" to a different rod for a fee. I declined stating that the rod was under warranty and that they should live up to their obligation to repair. **************** was to determine future course of action and indicated that they would follow up. No contact by St. Croix. Followed up with St. Croix again. Received same type of email dated 4/5/2023 asking that I contact customer service. Did so and received same "upsale" response which I again declined. St. Croix is using this warranty claim as a way of getting an additional sale albeit at a reduced cost. At no time have they ever indicated that the warranty claim is invalid. I believe this conduct borders on fraud as I relied on their warranty in making this buying decision. All I want is for St. Croix to live up to their obligations. Relevant correspondence attached.

  Business response

  06/01/2023

  Our ************ Manager reached out to ****** and they spoke and resolved here complaint. She stated she would rescind the complaint.   email dialogue is listed below. 

   

   

  This is the email from ******************* our ************ Manager 

  FYI- I spoke with ****** and her husband and completed their claim today. They said they would rescind their claim on BBB.
  
  Thanks,
  
  ***
  
  -----Original Message-----
  From: *******************
  Sent: Tuesday, May 30, 2023 4:59 PM
  To: 'L ******' <******************>
  Subject: RE: St. Croix Rod ***************
  
  Hi ******,
  
  Sorry I missed you again. 
  
  It looks like you have already submitted the breakage photos and serial number information.  We don't have you mail the rod back in any longer, the photos are sufficient to complete the process.  In the case of your Avid which is in warranty we just need you to call in and pay  the $50 service fee that we require for all warranty transactions.  After that is compete the order will be sent to our distribution center here in **********,** to be packed and shipped.  You can dispose of your broken rod after the process is complete if you wish.  Please let me know if you have any questions.
  
  Thank you again.
  
  
          *******************
  ************ Manager
  Phone: *******************
     www.stcroixrods.com
  
  
  
  
  
  -----Original Message-----
  From: L ****** <******************>
  Sent: Tuesday, May 30, 2023 12:15 PM
  To: ******************* <*************************************>
  Subject: St. Croix Rod ***************
  
  ***, thank you for your quick response!  I was in the shower when you called and I had every intention of calling you back. I look forward to completing this process as well, Ive never filed a BBB complaint before, it made me uncomfortable considering how much I have enjoyed your Companys poles in the past but really didnt know what else to do.
  
  I had thought that I had completed the warranty process with the exception of actually mailing the broken rod back.  I can forward the pictures, serial#, proof of purchase etc. again if that helps.  As far as mailing the broken rod back, do you provide a pre-paid label? I have a packing tube that can be used.
  
  Again, I sincerely appreciate your quick response especially the day after a long holiday weekend.  Please let me know.
  
  *************************
  
  Sent from my iPhone

   

   

  Customer response

  06/03/2023

  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.
  
  I do not wish to close complaint at this time.
  I did not state to agent of St Croix that I wanted to rescind the complaint.  I am still awaiting receipt of replacement pole the agent said on telephone would be coming. I have paid ***** as requested. The agent said he would forward tracking number and also said it would take 7 to 10 days.  I have not received pole or a tracking number.   The ***** has been deducted from my bank account.
  
  
  
  Regards,
  
  *************************

  Customer response

  06/12/2023

  I have now received replacement pole for my broken Avid/AVS86MF2.  The warranty claim has been satisfied. I would like to close Complaint 20112509. 
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My claim number is 178543.I filed a warranty claim because my fishing rod broke. After filing my claim, the company asked for $50 in shipping (which I payed for via credit card) and said that they would email me the tracking information for my rod replacement. Now, I have yet to receive any information about my rod shipping, and I would like to make that my new rod is actually going to get shipped to me.

  Business response

  05/26/2023

  We reached out to ***** and connected with him this week and resolved his issue and processed his warranty for the rod.  he told us he was going to remove this complaint. if you need additional information please let me know. 

  Listed below is an email from ******************* our ******************* Manager who connected with *****. 

  *****,
  
  I spoke with ***********  He did receive acknowledgement that his order has been shipped with tracking number.  He said we as pleased with his service and that he would rescind his claim on BBB. 
  
  He stated that he had read some other reviews online where anglers paid and never received their rod so he was alarmed.
  
  Thanks,
  
  ********;

  Customer response

  05/26/2023

  [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

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a rod this last year that broke second time using it with no neglect on my part. I filed a warranty claim and got an email back weeks later but have never been able to get through to customer service and have never received a call back with leaving my number multiple times.

  Business response

  01/07/2023

  We are behind on all of our warranty claims and unfortunately we did not respond to ***********  We will reach out to him on Monday 1/9/23 for resolution.   If anyone needs to call me I can be reached at ************. 

  Customer response

  01/09/2023

  [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

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July of 2022 I filed a warranty claim for a broken rod tip. I filled the form as required and paid $25 for shipping the rod tip back. I was told it would be September before it would be ready. At the end of September I hadnt received it so I contacted them again about it and they said it would shipped October 8th and to allow 5 days shipping. After 10 days I still hadnt gotten the tip so once again I emailed them again that I still hadnt received it. Then I got an email from whomever they used to ship it saying they couldnt deliver it because there wasnt a zip code in shipping address. Well I have the information I sent them still im my phone and the zip code is clearly there. So once again I tried to reach them on their customer support number and of course they never called back. I probably called at least 5 times through this process and never once did I get a call back which many others said was true for them in the ******** reviews. Finally I told them to at least refund my $25 if theyre not going to honor their warranty. At this point they just quit corresponding with me totally. Once I read all the reviews on ******** I knew they werent going to come through with the part or my refund. I encourage you to check the reviews out because there are dozens and more likely hundreds of complaints like mine. I did send an email to them last night telling them l was going to contact you today so Ill be interested to see if theyll respond to that. My feeling is they wont. Ive never seen a company that has worse customer service! Hopefully youll be able to put some fear in them. Im looking forward to hearing back from you!Thanks for your attention to this. Sincerely,*********************************** *************, **

  Customer response

  11/04/2022

  I actually got an email from St Croix this morning saying that they will be getting the part shipped out!  I guess they didnt want to deal with you!  They should have thought of that 2 months ago!

  Thank you for your quick response to my complaint!

  Sincerely,

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

  Sent from my iPhone

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a warranty claim on or about 8/9/2022. I sent all photos and information company requested. I have tried numerous times to contact company about status of claim. They have voice prompt saying to dial 1 to keep place in line and agent will call back. I've done this 3 or 4 times and they never return call. I always have to call back and am always put on hold for extended length of time. I have been lucky enough on a couple occasions to speak to a couple individuals and both told me my claim has been processed and they would e-mail or call me back giving me tracking information for rod they were to send me under warranty. I was charged $50 on credit card to cover shipping for warrantied rod. I have still not received my new rod or ANY e-mail or phone call about status of my rod. I feel they should credit back my credit card they charged me for shipping, ship my new rod and contact me to let me know what is going on. I have not been able to speak to anyone to request this because it is close to impossible to actually speak to a person. I have been on hold on every call to them for a minimum of 20 minutes each time, sometimes longer.

  Customer response

  09/02/2022

  I finally got ahold of someone at St. Croix and informed them to cancel the warranty claim and credit my credit card the shipping charges which they agreed to but have yet to receive or see it on my credit card statement.

  
  

  Customer response

  09/06/2022

  St. Croix DID credit my credit card for shipping.  I still think it is bad policy on their part not to return my e-mails or phone calls after, on at least 3 different occasions telling me they would.

  
  

*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. ↩