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:29/07/2024

  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 purchased a LED fibreglass paddle board from Cascadia board company last year. During one of the first times using the board, I noticed water was getting into the battery compartment. After an exhausting amount of emails back and forth they agreed to send it to their approved repair person that lived near ********. He informed the representative at Cascadia Board Co. that the board had a defect and that water would continue to penetrate the board and cause further damage with normal usage. After many more emails they finally agreed to give me a full credit which I used to buy a more towards the purchase of a more expensive board. I wish that I had just asked for my money back! I then decided to buy the premium quality paddle board protective bag. Within a few uses, the zipper malfunctioned. I emailed back and forth with the representative of Cascadia Board Co. They kept saying that there was nothing they could do. I politely told them that the bag was still under warranty and that they should do the right thing and either repair or replace it. When I asked another time they said its not that they couldnt honour the warranty its that they didnt want to. So I told them that I dont normally provide negative reviews but I would this time. My hope is that other people wont have to go through what I went through.

  Business Response

  Date: 09/08/2024

  The client purchase a Board bag a year ago, purchase date July 10th 2023. Our warranty dos not cover moving parts, like the board bag zipper, ************************************************************.

  The zipper worked perfectly when he received the board bag, he noticed that it broke and send his complaint on July 3rd, 2024. As per our warranty policy we can not fix or replace the board bag.
  

   

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

  Cascadia Board Bag
  

  Customer Answer

  Date: 13/08/2024

   
  Complaint: 22062328
  
  I am rejecting this response because:
  
  I thank you for providing a response, however; after reading the terms on your own board bag warranty policy. I understand that this defect should be covered as I placed a complaint before the end of the warranty expired Also, you specifically told me you could honour the warranty, but did not want to honour the warranty, which made me feel as though as a business you are not keeping up with your own policy with regard to the warranty. I have done some more research and it appears that this type of zipper, which is plastic is prone to premature failure from normal usage. This was an expensive purchase. There is an expectation that the product in question would last more than a year. The bag has seen very light usage and again only normal usage. I expect that you honour your warranty and either repair or replace the product.

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

  Business Response

  Date: 15/08/2024

   

  THIS WARRANTY COMMITMENT FOR BAGS DOES NOT COVER CLAIM CONDITIONS SUCH AS;
  Fading.
  Tears, rips or holes caused by collision or abuse
  Zipper damage caused by misuse or improper care and maintenance.
  Damage due to normal wear and tear.

  Customer Answer

  Date: 15/08/2024

   
  Complaint: 22062328
  
  I am rejecting this response because as I have previously stated that the zipper malfunctioned because of a manufacturing defect. 

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

• Initial Complaint

  Date:15/05/2023

  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.

  Early April I ordered a paddleboard through their website. April 14 the charge was made to my credit card and a confirmation letter arrived. A few days later they discussed a delivery problem they were sorting through. We agreed that I would meet them half way to get my board which was now past their delivery window. I traveled by ferry to the confirmed meeting area and they eventually arrived and we quickly loaded the board into my car as I had to catch a ferry home. When I arrived home and unwrapped the board i saw that they had sent me the wrong board ... not what i ordered and of lesser value. I emailed right away and was assured that they would make this right. Another delivery ************* was arranged but they canceled at the last minute and then offered to try again in a week or 2. I explained to them that the long delay and the time and expense for me to travel to pick up my board when their website clearly states they will deliver was really difficult for me. I asked for a refund and they can pick up the unused, incorrect board the next day. They agreed to a refund but will not give me one until they get the board back and they are making no efforts to do this. It is sitting unused and locked ** in a spare room. I am out of pocket ***** for the original purchase plus the ferry fare for the pick up day. I would like a full and immediate refund and will store their incorrect shipment for 30 days. I hope you can help.

  Business Response

  Date: 30/05/2023

  ****'s Slayer board was delivered to ****** Island on May 23rd, and the Gypsy board was collected at that time.