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Business Profile

Sporting Goods Retail

FGL Sports Ltd. (HO)

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

This profile includes complaints for FGL Sports Ltd. (HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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FGL Sports Ltd. (HO) has 291 locations, listed below.

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    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 6 complaints 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 status

    Complaint type

    • Initial Complaint

      Date:12/01/2024

      Type:Customer Service 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.
      On Dec ** 2023 I explained my frustrating experience regarding false information given by * different locations to BC Regional Manager *****************************. Since then she had offered a small $** credit towards my bill, which does not even cover travel expenses incurred from the incident or offer proper compensation. ****** also offered a free snow board waxing card, which I later learned was supposed to be given to me at the time of purchase anyway, but never happened. Are the workers at each of these sites actually properly trained to answer questions or advised of promotions? Why was I led to believe that ****** was giving this as compensation for my issues when I should have received it prior to even talking to her. She advised that this free card would not expire, but it clearly gives an expiration date for spring of ****. To further add fuel to the fire, I have left voice messages asking ****** to call me + emails (last one on Dec ** 2023) requesting a call back, but no response. Is there a time line that a Regional/District Manager has to call/respond to a customer? Am I not important enough to address? Please also note that ****** refused to escalate my request to her superiors. Now I would like to be contacted by her superiors.

      Business Response

      Date: 25/01/2024

      Dear *****,

      Thank you for reaching out.

      We are very sorry that you had a less-than-positive experience with us.  inventory levels visible on our website will never be 100%accurate due to multiple factors including theft, warranty returns, E-comm fulfillment, and customers shopping in-store.

      Ive gone through your file.  It was our understanding that this file was closed as resolved.  We apologize if this is not the case. 

      Savings and compensation received for your binding and board purchase:

      ******** *** ******
      ***** *** ******
      **** **** ***
      * ***** **** ***
      ***** ** *******

      The 3 ***** cards were discounted to $***** if a customer bought skis or a board between November *, 2023, and March **, ****, they were never included as complementary.  We understand that your experience was not a positive one due to our inventory levels.  We acknowledge how frustrating it can be to search for the item of your choice and come up empty-handed

      From reading the notes in your file I understand you had asked about the ******** Discount.  Sport Chek does offer a discount through our *** event program.  To take part in this you would need to be a member of the **One program and opt in for their communications.  This *** event is offered * times a year.  We do not offer a blanket discount to any groups; all discounts are facilitated through the *** event program.

      If you would like to speak with me directly regarding your experience please do so by reaching out through our feedback form ********************************************************* can ask to speak with ********** in this form and my team will bring it to my attention. 

      I hope this helps to break down the discounts that were offered, the intent of our inventory visibility tool, and clarity around the ** discount.

      Please dont hesitate to reach out through our form and we can arrange to connect through the telephone when you are available.

      Sincerely,
      ********** ****************

      Customer Answer

      Date: 26/01/2024

       
      Complaint: ********

      I am rejecting this response because it does not resolve an issue I have with the District Manager *****************************. Therefore I am looking to speak with her Manager or higher up.

      She has failed to contact me after many requests via voice mail and emails which is unprofessional for a person in her position...proof is available. I understand why she closed the file, but not responding to a customers multiple attempts for simple communication is unacceptable. It was a simple question regarding the wax cards which would have taken a minute to explain, but now escalated to a BBB complaint.

      Although compensation offered to resolve initial store complaint was inefficient and did not cover my financial loss, I was forced to accept it by ******. I was told by ****** that there was no further escalation possible. Why was I not allowed to talk to her boss upon request? Why did it have to escalate to this point of requesting help from the BBB?

       

      Now that we have reached this point, I am asking for monetary compensation to:

       -fully resolve the above concern

      -to additionally cover the unnecessary stress, time and energy spent trying to resolve my issue with the District Manager

      Sincerely,

      *******************

    • Initial Complaint

      Date:02/01/2024

      Type:Product 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.
      Today Tuesday Dec **, 2023 we went to ************* to look for a new winter jacket for our daughter.We saw the one we wanted and it had a sale sign of $***** (see photo) and both the cashier and manager would not honor the sale.I would like the store and manager to honor the sale as it was not our fault the tag was on the wrong jacket.Since this maybe be the last one from the time this complaint is started To finish I would like Sport Chek to honor tye sale to me and my wife.They said someone must have switched the tag on the hanger to this one as the jacket scanned at $****** on sale.I explained the reason we grabbed it since it was the last one instore.

      Business Response

      Date: 24/01/2024

      Dear *******************************,

      Thank you for writing in.

      The sign you have sent us in your photograph is for the ****** ******* ****** *****t.  The tag you have pictured is for the Womens ********** *****.

      The sign you have in the photo is a sign that hangs on a hanger and is not attached to a specific coat. These hangers with signs can end up with a different jacket on the hanger,as customers try on the product it is not always put back in the same way it was found.  This is why the sign includes the full name of the item as well as the regular price.  When shopping sales you must match the tag that is attached to the product you are interested in with the information on the sign to be sure its the same item. Unless the sign is attached to the item there will always be an opportunity for this scenario to happen.

      We will not adjust the price of the item you purchased to match the price on the sign because these are two different products.

      I am sorry for any confusion related to which jacket was on sale, it was never our intent.

      Sincerely,

      ********** ****************

    • Initial Complaint

      Date:18/12/2023

      Type:Product 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.
      On October **/23 Inpaid FGL Sports *** ****** **** $****** for a pair of ice skates. I returned them the same day I received and ordered a new pair immediately. My return was received by them Oct. **/23. I have been waiting for my refund ever since. There was nothing wrong with the skates, they are just taking this long to issue my refund.

      Business Response

      Date: 11/01/2024

      Dear *******,

      Thank you for reaching out to us.  I have transferred your file to our **************** platform and will communicate through there going forward to ensure the file and all updates are in one place.

      Email sent from customer service platform:

      Survey ID *********

      Dear *******,

      Thank you for reaching out to us through the Better Business Bureau. 

      Can you please share your order number and tracking for the return?  With this information, we can investigate where your returned order is and why it has not yet been refunded.

      Thank you and we look forward to hearing back from you.

      Sincerely,

      ********** **************** 

       

      Customer Answer

      Date: 15/01/2024

       
      Complaint: ********

      I am rejecting this response because:

       

      I have included the return label and it has the order # on it as well.  

      Sincerely,

      *************************

      Customer Answer

      Date: 23/01/2024

      Seven days ago they emailed to say they were looking for an alternative way to refund me. I emailed them this morning for a progress update and still have nothing back. Not resolved. 

      Business Response

      Date: 24/01/2024

      Pro Hockey Life online customer service file # *********.

      A cheque has been mailed to the customer because the original method of payment on the order is no longer active.  The cheque for the full amount will arrive by mail to the customer's address on file within the *** order.

      Thank you.

      ******************* Service

    • Initial Complaint

      Date:14/11/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      We bought two pairs of the same shoe as they were on sale. This was purchased on dec * 2022. The shoes were not used until late summer. When they were used(gently) in about a couple of months the first shoe started to show defect. I have attached the picture here(defect 1). It's been about a month since i used the second pair and it has already begun showing the defect. I went to the store this morning and the manager ***** was quite condescending to me. He made it look like i was trying to exchange a worn out shoe instead of accepting this as a defect and taking my word on usage for it. He kept arguing and never listened. The shoe given how seldom it was used can't be called normal wear and tear. This was a defect which happened on both pairs. It's a mass production defect which shows ** in the ***** day period. And why it took me so long to come to the store ?Its because it was a bulk purchased and i started using them later. I expect Sportchek to honour their commitment to delivering good products to customers and hereby issue a refund/credit/exchange on both the pairs. I have used New balance for a long time and i know what to expect. Thank you. Store i visited: Sportchek at *****************, *******.

    • Initial Complaint

      Date:09/11/2023

      Type:Product Issues
      Status:
      Resolved
      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 pair of shoes from sportcheck.ca . The item was never picked or sent to a courier for delivery. Upon speaking with customer service they cant locate my item yet Ive been charged $****** for my purchase. I made it clear I wanted to cancel my order since they cant locate the item. They refuse to refund my item or cancel my order. They say I have to wait for the item to arrive, then bring it to a store to cancel. So they have no problem taking my money for an item they dont have and then refuse to refund me my purchase. All I want is to cancel my order and get my money back but they refuse. They just took my $****** and refuse to send my product or refund the item

      Business Response

      Date: 30/11/2023

      Dear ******,

      Thank you for writing in.

      Your order was canceled. In this case, there was never a charge on your card.  There would have been a pre-authorization for the full amount of $****** however that pre-authorization would have been lifted once the order was cancelled.

      Please check back in your banking history if you do see a charge you are welcome to contact us at ************.

      Thank you.

      Sincerely,

      ******************* Service 

      Customer Answer

      Date: 01/12/2023

       
      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.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:11/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 at sportchek as they had a big sale. When I received my order they were all the wrong size.*** were the wrong size I even double checked to make sure I didnt make an error. got a hold of customer service. They apologize told me to return them and gave me credit for three new sets of a different style (even though I needed 5) and they arrived and they were also with the wrong size all three sets I placed another order and it was also the wrong size I was told that I should just shop in store, I even mentioned that I prefer shopping at sport Chek compared to footlocker. I even said any unisex or boy set would do. But nothing. So Im now waiting for refund for ** items. This has been so stressful. I haven never had such a hard time buying clothing.

      Customer Answer

      Date: 12/10/2023

      To have better training. An error like  that usually happens once  awhile. But to have my first order and 5/7 items are wrong sizes, than to have my replacement  order arrive all in the wrong size. Than a third time. Even after all of this I still asked for help choosing 5 sets and at that point I didnt care but had to be around the same price as the others. I got no reply to that and after that  was told I should shop in store so it doesnt happen: 

      I need a substitute for the 5 sets please 

    • Initial Complaint

      Date:05/10/2023

      Type:Product 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.
      One word about this company; ********. I ordered two skates online and I wish I did not. It was the worst online experience I have ever had. It was ******** from day one. I received the wrong skates, so I called *** 1 800 number and they told me to take the skates to store for refund. I took the skates to store but they refused to return it because the *** number is different. I called again the *** 1 800 number and they send me a shipping label. I shipped the two wrong skates back on September 22, but yet no refund is issued yet. I advise anybody who reads my complaint not to order or buy from Sport Chek, terrible customer service and terrible management.

      Business Response

      Date: 06/10/2023

      Dear *****,

      Thank you for bringing this to our attention.

      Can you please share your order number with me?  We can investigate this further to see when the refund will be issued.

      We hope to hear back from you soon.

      Sincerely,

      ********** Customer Service 

      Customer Answer

      Date: 07/10/2023

      Order Number: **********

    • Initial Complaint

      Date:26/09/2023

      Type:Product Issues
      Status:
      Resolved
      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 pair of skates and a water bottle from SportChek online. The skates were a clearance item that was ordered on September ****, 2023.On Sept. **** *** said they delivered the package but no package was ever found. I called SportChek and they started a claim with ***.*** showed that the package was still going to be delivered at some point but it never arrived. It was supposed to have shown up at a *** Store but when I drove there there was no package. It's been more than 2 weeks since I've ordered the package and I have neither received a package or a refund from SportChek.SportChek left the issue with a "case manager" who e-mailed me once on Sept. ****. I have e-mailed back 3 times and have tried to make contact via phone but have had no response for 5 days now.At this point it's been more than 2 weeks since I ordered the item and all I want is my money back as soon as possible so I can purchase new skates and get a new water bottle. I would also like compensation since I can no longer get the skates that I wanted at the clearance price.

      Business Response

      Date: 06/10/2023

      Dear ********,

      Thank you for reaching out

      We have followed up with our online customer service team and reviewed your ********************** order.  We can see that a credit for the amount of $****** has been issued to your **** card.  You should see this credit in your account.

      Thank you for your patience while our customer service team completed the process for a carrier claim.  We understand that this process can be a frustrating waiting period for our customers.  For that, we are sorry it is not our intent.  The phone calls will be reviewed to ensure coaching is offered to any representatives you previously spoke with.  Thank you for bringing this matter to our attention.

      Sincerely,
      ********** Customer Service 

      Customer Answer

      Date: 07/10/2023

       
      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.

      They have now refunded the money owed for the package that was not delivered to me. I would request that they not wait * weeks to do so and leave the customer hanging in the process next time.

      Sincerely,

      *************************

    • Initial Complaint

      Date:26/09/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 am writing to express my terrible online shopping experience with **********************.I made a purchase on Wed, Sep **, 20** with order number **********, the amount of this order is $****** CAD, with the carrier Purolator Ground, the track# is ************.I got the delivery email by September **, but unfortunately, I didnt find it until now, I even reported it to the police, and ********* police service provided me a file #**-1**204.The reason I said the experience was terrible was not just because of the missing package but also because the service was not performed correctly. I contacted ********************** on the same day as I got the delivery email, the agent was nice and said I have to wait 5 regular days, and if the package still doesnt turn up then call back. On Sep **, made a phone call again, this representative made me feel so bad and disappointed. She said ********************** has no responsibility and even yelled at me, she said its my responsibility but that day I was home and nobody knocked on the door or rang the bell. She is not supposed to have that kind of attitude to me, I was also upset that I could not find my package, and I am just a college student.The funny thing is that the bottom of the delivery email from ********************** shows a paragraph with the title Cant find your package? and the very last sentence is Please contact us. Well, I believe that ********************** is a big company with a good reputation for buying things, but the company's cooperation carrier and one of the agents have completely ruined the company's reputation. I hope the company can discuss with the carrier to give me a satisfactory answer, refund or redelivery. Otherwise, I will think that they are deliberately deceiving consumers by saying that the package has been delivered. I look forward to ********************* reply and a resolution to my problem. Thank you so much!Sincerely,***********************

      Business Response

      Date: 06/10/2023

      Dear ******,

      Thank you for reaching out

      We have followed up with our online customer service team and reviewed your ********************** order.  We can see that a credit for the amount of $****** has been issued to your **** card.  You will see this credit appear in your account within 5 business days.

      Thank you for your patience while our customer service team completed the process for a carrier claim.  We understand that this process can be a frustrating waiting period for our customers.  For that, we are sorry it is not our intent.  The phone calls will be reviewed to ensure coaching is offered to any representatives you previously spoke with.  Thank you for bringing this matter to our attention.

      Sincerely,
      ******************* Service 

      Customer Answer

      Date: 06/10/2023

       
      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.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:11/08/2023

      Type:Service or Repair 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.
      July **th purchased a new bike from ***** **** That same day the front tire tube blows ***** **** fixes issue two days after no concerns August *th find the rear tube blown. Take the bike in and ***** **** charges for the tube repair. This bike obviously has some defects that are not being addressed properly and we are seeking a full return to find a different bike for our daughter and ***** **** will not honour their ** day return policy.

      Business Response

      Date: 22/08/2023

      Dear *****,

      Thank you for writing to us through the Better Business Bureau.

      We understand that you have been working with the store manager to resolve the issues you are having with your bicycle.

      Please continue working with the store and if you require any further assistance dont hesitate to reach out to me directly.

      Sincerely,

      ********** ****************
      ************

    FGL Sports Ltd. (HO) is NOT a BBB Accredited Business.

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