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:14/04/2025

  Type:Delivery 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 placed an order for a watch (as a christmas gift) on December 1st 2024, paying $129 in total. The website showed the item was in stock and gave me a delivery date between December 6th-9th after I placed the order. The item never arrived before Christmas. I reached out to them on January 4th 2025, and they told me the item was on backorder and they did not have inventory. I still waited for a while to receive the watch but it was never sent. I eventually asked to cancel the order and receive a refund on March 22nd, and have been going back and forth with them ever since. They refuse to cancel the order and provide a refund, and tell me the only way to receive a refund is to wait for them to ship the item, and then for me to pay to ship it back to them. This is ridiculous considering that the item still hasn't even been shipped yet, why would I pay money to ship it back to them for a refund?

• Initial Complaint

  Date:14/11/2024

  Type:Delivery 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.

  purchased on 10-10, 2 day shipping took over a month. Received wrong product, emailed several times and get what seems to be an AI response, not addressing the problem, just saying it was shipped each time

  Business Response

  Date: 14/11/2024

   Hello.  This customer's order was delivered via ***, and we have ******** proof of the screenshot where delivery was made.  

    Best, 

   Abbey

  Customer Answer

  Date: 14/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not responded to my oral complaint except to ask for pictures which I have sent
  
  Sincerely,
  
  
  
  *** **********

  Business Response

  Date: 13/01/2025

  To Whom It May Concern, 
  
  This is in response to the complaint we've received regarding this order. Please note that we have communicated with this customer and confirmed that we indeed sent her the correct item. ** ******** our previous emails with her and also confirmed this with our warehouse. Please note that most of our items are pre-ordered and we communicated with the user regarding the delay. Our last correspondence with her was last November 15th, 2024. 
  
  The customer continues to claim we sent a wrong item but failed to provide photos so we can confirm. We did check our logistics and sent her the correct item for this. 
  
  We considered this matter case closed as we didn't hear from her anymore. 

• Initial Complaint

  Date:02/01/2024

  Type:Delivery 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 an item in November
  *First I was told it had shipped and was given a tracking number.
  *Then I was told it had been out of stock, was back in stock and would arrive in 3-5 days.
  *I have been offered less desirable options even though original item was shown as available.
  *Now I have an ETA of sometime in 2024!
  Today the item is listed as a Boxing Day deal with 2 day shipping

  Business Response

  Date: 09/01/2024

   Hi !
  
   We completely understand.  This was a pre-order as stated on our site, with a short waiting period before new stock arrived.  ** *** *** *** ** *** ********** ********, your order in on route and heading your way, with delivery in the coming 24-48 hours. 

    Please consider this .

  Thank you kindly, 

   

   Abbey G.

  Skyborne 

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Abby/Skyborne is deliberately misrepresenting the facts.
  This was not a preorder—on Nov. 25 the delivery estimate was Dec.1-4.  I contacted Skyborne when the order did not arrive.  On Dec. 12, Abby said my slinger should arrive in 5 days.  On Dec. 17, it was still offered on the Skyborne website with two day shipping.  Abby offered to substitute less desirable items, but I want the item I ordered. Over several emails, her tone became abrasive and she gave me a new delivery estimate of Jan. 30 to Dec. 4–an eleven month window.  Thinking she might have given this large delivery span in a fit of anger, I said I would contact BBB.  I waited two days. As she did not narrow the delivery window, I felt compelled to contact BBB.  Abby was angry, accused me of trying to sabotage her small family business and said they would not send my item until I withdrew my complaint.  She has since given me a new delivery date of Jan. 9 or 10.  Today is January 10 and, according to the tracking number, it has not shipped. I still want the item I ordered but, Skyborne is following through on the threat to hold my item until I withdraw the complaint.  * **** **** *** ********** ********* ************ ******** **********
  Sincerely,

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

  Business Response

  Date: 11/01/2024

  Hi *****. 

      As per tracking indicates via *********** *** the official *** website, your order is on route and should be delivered shortly.  The package is in ***'s hands, and we have no control over their process or their own delays at hand.  Here is the tracking once again which can be looked up and shows the proof of the package being on the way.  ***:  ****************** 

   Thank you kindly for your consideration. 

   Warm wishes 

   Abbey

• Initial Complaint

  Date:14/12/2023

  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.

  My husband purchased me a wallet through this company in August 2023.
  The wallet was not what I wanted (nor did it seem to properly charge my ****** as advertised) so I returned the product carefully following instructions per Abbey G., Service Manager, who assured me a refund was possible. **** receipt shows co. received returned wallet on 10/5/23.
  As of today, 12/13/23, I continue to get the run around from Abbey as to why no refund, I am in weekly email communication with her to no avail. She now claims her bank system (*******?) controls the $ for making returns.
  I filed a dispute with ****, Abbey told me I had to remove the dispute before she could make a refund, I removed the dispute against my better judgement and against advice of ****.
  My claim is almost exactly like another BBB complaint made in this same time frame.

  Customer Answer

  Date: 05/01/2024

  Thank you for the follow up Heather.  Ontario Complaint #********
  My $ was refunded within 5 days of including the BBB in my communications.
  
  BTW, this company, Skybourne Inc should receive very low marks on your website.
  My case was similar to others posted and their slow response was blamed on the rules of using the ******* clearinghouse to manage their financial transactions.  If so, ******* is doing them no favors.
  
  *** *****

• Initial Complaint

  Date:28/09/2023

  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 purchased a wallet for my husband's anniversary. After purchased on 8/22/23 I found he doesn't use wallets anymore so I immediately requested to cancel the purchase on 8/23/23 They said the product had already shipped so I had to wait until I received it before they could process a return.
  
  Order #****
  
  *** tracking number:
  ******************
  
  I received the order on 8/30/23 and immediately requested return instructions that same day.
  
  The next day they emailed me trying to get me to open the product and try it out. I replied back the same day 8/31/23 and told them no, I did not want to open the product because their return policy states a $25 charge for returning a used product.
  
  They did nor respond until 9/5/23 despite me sending an email daily asking for return instructions. They sent the instructions on 9/5/23 which instructed me to put the reason for the return inside the package. I responded the same day and told them I can't open the package due to the 25$ return charge I would get if I did.
  
  It took 2 more days 9/7/23 until they responded again and said to leave it out.
  
  I prepared the package and shipped it on 9/9/23. I responded to the email with the pictures of the package and shipping receipt. I received no response or acknowledgement of shipping.
  
  On 9/15/23 the package arrived with tracking and I emailed a picture of the confirmation that it was delivered. No response. I emailed again on 9/21/23, at this point it has been 14 days with no communication.
  
  They responded finally on 9/25/23 after 16days, and asked if I wanted to buy something else or process the refund. I immediately answered and told them this has been a terrible experience and I would like my refund processed immediately as they have now reached their policy limit on a refund for returned items.
  
  It us now 9/27/23, it's been 9 business days since my return arrived back to them. They haven't responded again for the last 2 days.

  Business Response

  Date: 29/11/2023

  Hello!
   We have already refunded this order in full back in October successfully, and also notified you via email and sms about this refund.  * **** ******** * *** *********** *** *********. 

   Thank you kindly, and we appreciate your patience :)
  
   Warm wishes, 

   Abbey 
  Skyborne 

• Initial Complaint

  Date:23/03/2023

  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.

  I purchased a travel bag back in July of 2022 and never received the bag until September and paid in full do to them not having the bag in their possession
  I received the bag and a few months later the bag zipper was defective and I I sent to back requesting a refund
  The matter got delayed in them I able to locate the transaction
  I had to send a bank statement with the communication from Abbey being delayed in her response time also I call there phone number no one returns calls with leaving several messages so I am very much concerned about their poor customer services now I recently received a delayed response telling me the want to offer me a store credit of 30% of what I paid for this bag which was $388.68 I think the most practical thing would to do for a customer is to replace the bag and give some gift credit for all this inconvenience
  This company lack professionalism with customer rights with unfair trade
  Practices

  Business Response

  Date: 28/03/2023

  This customer has been fully refunded, *** **** ******* ************* *** ******* *** ********* ** *** *********** ** *** ***** ****** ******  

   

   Warm wishes, 

   ***** ****