Complaints

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

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  FGL Sports Ltd. (HO)

  101 205 Quarry Park Blvd Calgary, AB T2C 3E7

• 

  FGL Sports Ltd. (HO)

  824 41 Ave NE Calgary, AB T2E 3R3

• 

  Sport Chek

  788 Robson St Vancouver, BC V6Z 1A1

• 

  Sport Chek

  8125 Ontario St Vancouver, BC V5X 0A7

• 

  Sport Chek

  600 5771 Marine Way Burnaby, BC V5J 0A6

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:03/08/2023

  Type:Product 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 intiajted a return with ********* to return my items via mail. I called ******** support a few days ago and asked if I could return it in person and if that would make a difference. I was told on the phone by the representative that there would be no difference or issues and that it will be okay to do so before the return date on the mail in return email I received. My sister returned it today and was told she could not get a refund on the original payment method and was given a gift card. I am supposed to drop off the parcel before August 3, which wouldve provided me a full refund on my payment method instead of a gift card. I am seeking a full refund on my payment method instead of the gift card that my sister was provided as I was told this information on the recorded phone call.

  Business Response

  Date: 15/08/2023

  Dear *****,
  
  Thank you for writing to us through the Better Business Bureau platform. 
  
  It was a pleasure to speak with you yesterday, thank you for returning my call.
  
  As discussed our return policy for a full refund to the original method of payment is 30 days from the purchase date.  ***** days after purchase allows the customer to receive store credit for the return. With your order being placed in April 2023 you have exceeded the 30 day window for a refund back to original payment method. 
  
  The image you have included is the self initiated warehouse returns process.  This process has an expiry date linked to the day the customer starts the process.  This expiry date is not linked to the purchase date. Because there are other scenarios that must be considered for returns (warranty,lost items etc.) we cannot prevent the returns process from being started once an order is older than 60 days.  Orders older than 60 days are not accepted for returns at the warehouse without a file attached, meaning the customer has documented why the order is coming back with our customer service team and been granted approval for the return.  
  
  We are pleased to hear the store was able to make an exception for you and provide a credit for the full amount paid after the 60 day return window. 
  
  Please reach out if you have any further questions.
  
  Sincerely,
  
  **********Customer Service

• Initial Complaint

  Date:10/07/2023

  Type:Sales and Advertising 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.

  Order Number:********** Pick-Up Location:********************* Sport Chek *************** *********************, ****************************************************************** Order Summary Total:CAD $***** Reference Number:66585736 GST Number:86961 **** THEY ADVERTISED 1HR CURBSIDE PICKUP Then they sent me an email on July 4th (shown in documents)Order #: ********** | Order date: Jul 1, *************************** I have a unique foot size 14 extra wide so I don't have much of a selection on shoes when I shop I had an opportunity for some work that evening. the dress code called for black shoes, so I was pretty upset when I got there from bussing through a rainstorm and promised 1hr curbside pickup and for my order to be cancelled.But it felt very misleading and falsely advertising by saying it was in stock and promising 1hrcurbside pick up...

  Business Response

  Date: 17/07/2023

  Dear ****,
  
  Thank you for writing in regarding your SportChek.ca order #**********.
  
  Unfortunately, your order was canceled due to fulfillment issues.  Although our system indicated the item was available when our fulfillment team tried to locate the item it was either missing or in unsellable condition. We apologize for the inconvenience this caused you.  While we try our best to provide accurate inventory levels there are unforeseen circumstances that sometimes play a factor in the system inventory differing from what is physically available.  Our customer notification does alert customers to wait until their ready-for-pick email is sent.  In the event that we cannot fulfill the order,this notification alerts the customer not to travel to the store.  According to our records of emails sent the cancelation email was sent to you the same day the order was placed.
  
  The shoes you were interested in are currently showing as available on the website to be shipped directly to your home if you are still interested.
  
  We are sorry that you were not able to pick up the shoes on the day you ordered them.
  
  Sincerely,
  
  ********** Customer Service 

  Customer Answer

  Date: 18/07/2023

   
  Complaint: 20291217
  
  I am rejecting this response because: the price of the shoes have gone up 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/05/2023

  Type:Delivery 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 some fitness equipment through Sport Cheks online store and spent $****** (including a delivery fee of $*****), the wrong order was sent, I emailed Sport Chek with photos of the incorrect order and asked them to arrange a return and a new delivery with the correct order. I was told I could keep the order and was given a **% discount code for a future purchase. I responded back I didn't want the products that were sent I wanted the correct products that I ordered, to which they replied they were not able to resolve the issue, and that I could try and go into a store and see if I could exchange the products. This is heavy exercise equipment and I don't have a car, which is why I paid a ***** delivery fee, I can't lug this equipment to a store and "try" and exchange it. A company should not have an online store with no way to fix mistakes they make, I am now out a delivery fee and have an incorrect product and Sport Chek is refusing to fix the problem or refund my order.

  Business Response

  Date: 23/05/2023

  Dear ****,
  
  Thank you for taking my call last week.
  
  We have refunded your shipping and the price of the **** dumbbells,this went through as one credit of $****** to your original form of payment.
  
  The replacement **** dumbbell should have been delivered to your door on May **, 2023.
  
  We apologize that you did not receive a suitable resolution when you reached out to our call centre team. We have passed along the feedback related to your experience to the management team who are able to provide coaching to the agents involved.  It was not our intent to frustrate you and I appreciate your patience with ** while we worked toward a resolution.
  
  Please reach out to me if you have any further questions or concerns.
  
  Sincerely,
  
  ********** ****************
  ************

  Customer Answer

  Date: 23/05/2023

   
  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:03/03/2023

  Type:Product 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.

  This complaint is re: order number **********. I purchased 4 items online on January 31st 2023 in the anount of $****** including tax. After I checked out and paid for the order, I got a confirmation email but the Sportcheck website plugged in a very old address of mine for shipping and all of the items were being sent there. I tried to call Sportcheck the next day to update the delivery address, but they denied me the request. They denied me to speak with a supervisor. After several phonecalls to the company, a case was opened and some supervisor somewhere redirected the delivery back to their warehouse, in spite of me saying that I still want the items. So they were willing to change the shipping address to return the items to the warehouse but were unwilling to change the shipping address to ship the items to my current address. This is a ridiculous policy that the call centre cannot change the address adter taking almost $300 pf my money. I got confirmation emails that all of the 4 items purchased were returned back to the Sportcheck warehouse. I only got refunded for one item of $***** since then and Sportcheck is refusing to refund the rest. They keep opening new "cases" but they are not giving me my money back. So I do not have the items and I don't have my money. They keep saying this is my error and I have to wait. This is not my error! They have a glitch in their system somewhere with the old address and they are blaming me. I have not resided at this address for 6 years!!! I want my money back for the items returned! I would really appreciate your help in this matter.

  Business Response

  Date: 23/03/2023

  Dear *************************,
  
  Thank you for writing in.
  
  Our records show 3 refunded amounts.
  
  ****** ******** *** ****
  ****** ***** ** ****
  ******* ***** ** ****
  
  If your records are not showing these refunds please reply back and we will follow up with our treasury team who will investigate.
  
  We are sorry your experience with us was not a positive one.  I can see a second order placed with updated shipping information.  If you havent already done so please edit your sportchek.ca account to update your shipping information.  Unfortunately,if you are logged in as a sportchek.ca customer the shipping address will default to whatever has previously been loaded into your account.  We apologize for any inconvenience this has caused. 
  
  A request to speak to a supervisor should not be denied and we are very sorry this request was not met.  Our online customer service manager will follow up with coaching for the agents that handled your calls. 
  
  Thank you for reaching out to us and please let me know if you do not see the refunds in your account.
  
  Sincerely,
  
  ********** ****************

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service 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.

  Sport CHEK refuses after a week of phone calls to cancel and refund an order. The store echoes the ignorance and incompetence. After a week they stick to you can only cancel an order within an hour. So ? *** asked for the refund for a week. Staff on the phone is above listening and above answering calls as they most certainly block numbers from calling. A childish company that will talk over you and say they cannot do a thing when its as easy as the check out person refunding it on the Spot at the Store WHEN CALLED THE FIRST TIME.

  Business Response

  Date: 20/01/2023

  Dear *********************,
  
  Thank you for writing in.
  
  Unfortunately, our cancelation window is very small due to our speed at picking, packing, and shipping orders.  Most of our orders go into shipped or ready for pick up status within 1 hour.  Once an order moves to this status it is not possible to cancel an order.  A refund for your order was requested and issued on January 11, 2023.  This is an automatic process that happens 7 days after a pick up in store order is placed if the order is not picked up by the customer within the ***** window.
  
  You should now see a credit back to your original form of payment for the amount paid.
  
  Thanks,
  ********** ****************

• Initial Complaint

  Date:05/12/2022

  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.

  On November 21, 2022 I purchased a swimsuit from the SportChek website (order **********). The swimsuit was for a week long swim class which began on November 28. When the swimsuit did not arrive by the 28th, I asked the instructor for an extension but when it still didn't arrive by the 29th, I had to purchase a swimsuit elsewhere. I also called Sportchek and rather than helping me when I explained the problem, he told me someone would contact me 3-5 days later. On December 1, someone contacted me to say that the order was out for delivery-had nothing to do with why I called. I responded back, again explaining the problem and no one responded. The bathing suit arrived Thursday and the last day of swim class was Friday. It was useless. I never used it nor did I even open the package. I want to return it for a full refund.

  Business Response

  Date: 22/12/2022

  Dear *******,
  
  Thank you for writing in.
  
  Im seeing a return done in-store for your swim suit and a credit for the shipping.
  
  Please let me know if this has not been resolved and we will provide you with a resolution.
  
  Sincerely,
  
  ********** ****************

  Customer Answer

  Date: 22/12/2022

   
  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:21/11/2022

  Type:Product 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.

  The date that I ordered the shoes from Sport Chek was September 16, 2022. The amount of money I paid for the shoes was $276.85. The nature of the dispute is the item never arrived to my house, mailbox, or even my neighbours house. When I told them this, all they did was tell me that they checked and it "seemed" like the order had been delivered to me. I continued to fight with them for 2-3 months and asked for proof of it being delivered and they showed none. I continuously told them that they were the only company that I've ever ordered from that failed to deliver my package and they continued to deny it and eventually they stopped responding.Order Number = ********** Tracking ID = ************

  Business Response

  Date: 01/12/2022

  Dear *************************,
  
  We are sorry to hear that youve had a less-than-positive experience when ordering with us.  Unfortunately,your case has gone to all of the appropriate teams to investigate.  The decision to deny your claim cannot be overruled through writing to us on this platform.  You would need to follow the advice offered in previous correspondence with the online customer service team.
  
  I apologize that I was not able to assist.
  
  Sincerely,
  
  ********** ****************

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 pair of *************** and instead of the merchandise I ordered I received the wrong item and was sent a pair of ****** Joggers, its been a month now and I still havent received a resolution or my refund. I contacted the company right away when I received the wrong merchandise and I am still charged for it.

• Initial Complaint

  Date:26/07/2022

  Type:Sales and Advertising 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.

  September 16,2021 I paid $589.84 They provided me with an electric scooter that was advertised as max ******** 250lbs but it was really 220lbs and that was my main specification I was shopping for. I made them aware of this and still they have yet to fix there advertising and they would not refund me the money because it was after there return policy They have on there records of me buying this on September 23, 2021 they returned the money and took it back 2days after and well communication was poor in explaining why I had my money returned 7days after the purchase and taken back 9days after the purchase and when they where able to finally figure out what happened on there end my return timeframe had expired.I had tried to take it to the store but was only offered store credit...

  Business Response

  Date: 09/08/2022

  Dear ****,
  
  Thank you for writing to us.
  
  We have working with our purchasing team to contact the vendor and clarify the correct weight limit on the scooter.  Once verified with the vendor that the description they provided us with was incorrect the update will be made to the description on our website.
  
  Thank you from bringing this to our attention.  A customer service representative from my team has reached out to you.  Please work with the representative if you require any further assistance.
  
  Sincerely,
  
  ********** ****************

• Initial Complaint

  Date:22/07/2022

  Type:Billing 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.

  To whom it may concern,I am contacting you because I recently had an issue at Sportchek. I had a *** discount with Sportchek from July 9 - July 13 and spent thousands of dollars during this time period. I went to purchase items with the discount on July 14, but I was told that I could not apply the discount since it expired. I informed the associate that I had some items I wanted to return & if the discount would apply as an exchange (as was done in previous years and for different items), and the associate said that it should work that way. I came to a Sportchek on July 18 for returns/exchanges, & when I went to do that, the price was at regular price instead of the discounted one which is unfair, and the manager refused to provide the discount like the associate had told me. Everything was purchased within one week. I want to emphasize that there was also a ****** outage which impacted Sportchek during the timeframe of the *** discount. I complained about this, & an agent contacted me. I provided her the receipt information of the items I was charged at regular price, explained what I wanted to exchange/return (different items), the agent said that she will work with my desired Sportchek location to have them honour the *** discount pricing, she asked me which Sportchek I wanted to go to, and she was going to set it up for me at my desired location. She called me back later and told me that she can't do it. I asked to escalate it to the manager, and she told me I will get a call back yesterday (7/21/22); however, nobody contacted me which is disappointing & frustrating. As a very loyal customer for years who has spent thousands of dollars and made recommendations about your company, I am kindly requesting that you ***** an exception and allow me to exchange the products I bought with the discounts for the new items I would like, as I was promised. Thank you for your time and consideration. I am looking forward to hearing from you very soon with positive news!

  Business Response

  Date: 22/07/2022

  Dear ****,
  
  Thank you for your patience while we worked towards a resolution.
  
  As discussed in our telephone conversation you are able to visit us at the Leaside location to have your **** adjusted for the 4 items.  The store will offer you the *** pricing on these four items.
  
  Thank you for allowing us the opportunity to provide you with a resolution.
  
  Sincerely,
  
  ***
  Sport Chek ****************

  Customer Answer

  Date: 22/07/2022

  
  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.

  Thank you BBB and ***!

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