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Business Profile

Skateboards

The Source Skate and Snowboard Shop

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skateboards.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:02/12/2024

    Type:Delivery Issues
    Status:
    Answered
    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 placed an order online from their website on March 26 2024.Order number *****. it's a pair of snowboard bindings The price paid total was ****** they shipped via *** with tracking number 1ZW337A7DK98885255 After placing the order, a month later, I found a *** pick up notice at my door. so I went to *** store ***** later. the staff told me it's already being sent back to sender because it's been in the pick up store for too long. I called the source and asked for refund, they said they will refund it once received the package. I trusted them and put this behind my mind. in October, I suddenly remembered this and checked my credit card finding they never refunded me or sent me any notice.I called , they said it's lost by *** and they will ask *** to refund them and they will refund me later. one month later in November I called again, they told me they will check and call me back but never called I called again, they told me *** Said to them "the package sent back was fraud , there's some bracing in it" I said"I've never received your package and I never sent anything to you" the rep said"*** told them not to refund coz it's fraud" so I said "makes no sense, please send me proof of fraud"he said he will email ******* never received anything after then.I called them, they just hang up after hearing I'm calling for this order.I tried to file claim on ***, but the tracking number can't be claimed somehow it kept showing error I've no idea what to do now. it's a lot of money, I've never received anything it's the source snowboard duty to deliver my bindings which they failed , no matter what carrier they use, and there's no refund issued either.I don't feel I should deau with *** as that's not part of my responsibility.the *** and tracking shows "delivered " but also shows "reaching max allowed days at store and will be send back to shipper" . when I was at ***, it's already sent back, and makes no sense that I sent something fraud.

    Business Response

    Date: 12/12/2024

    Hello,

    This customer placed on order on our website on March 27 2024.

    According to the tracking information the package was delivered on April 11, 2024.

    The customer waited 2 months until June 13, 2024 to reach out to us about the issue.

    According to the customer the package was never received, but the tracking showed it was delivered.  

    The package was sent back to marked "return to sender" - but when the package arrived, the snowboard bindings that we sent him were not in the package, instead there was a used back brace and saw blades in the package. 

    We reached out to *** to start a claim, they informed us that this it appeared to be a scam and that we should not refund the customer. 

    Regardless, we have refunded *** **** on December 2nd. Photos attached.

    Thank you,
    Morgan 
    The Source Snowboards and Skateboards 

The Source Skate and Snowboard Shop is NOT a BBB Accredited Business.

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