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:29/10/2024

  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 would like to file a complaint against KBM Outdoors in Thunder Bay, Ontario.
  
  I purchased a Garmin electronics bundle through their online website which included Garmin Chart Plotter XSV934 with out live scope and a secondary XSV with live scope. When I received my order it was missing the secondary unit.
  
  I emailed them to ask when I would receive the rest of the order. I was told there was an error through ******* no additional products are coming without any explanation,apology or offer of a substitute product. I asked them if they can give me the ******* contact information or if they can look into it as this is their platform for purchase orders. A week went by without any responses. I did follow up several times through email before getting a response. The Sales manager responded by saying that it was part of a flash sale they had and the product is no longer available. I looked up the product on their website site and it was no longer available with the live scope accessory $********. I emailed them back saying my purchase was during the flash sale and even opted for a lesser item without live scope as it’s showing available on their website for $********. I have not heard back from them since.
  
  I have the order confirmation invoice showing the items purchased (see attached) along with packing list showing there should have been 2 units included.
  
  There has been no apologies, resolutions, or offerings of a substitute product.
  
  KBM Outdoors
  
  ****************** 
  Sales Manager: Mara ***** *** ****** *** ******* *** ******* *** *** ************** *** *** ******* ******** ***** ************* ********* ******************** *******   ** *** **** *** ***** ****** **** *** ************ ********* * ** **** **** ***** ** ******* **** *********** ** **** 
  Purchase Order #*****
  
  
  
  I would appreciate if they would honour the original purchase or at least the lesser option.
  
  T**** *** *** **** **** * *** **********

  Business Response

  Date: 13/11/2024

  Hello,

  As a response to this complaint, the customer did purchase an item but he did not purchase 2 items, his order was for one item and that is what we shipped out. There is an option to buy a bundle with the livescope system but the customer did not purchase this item. On his end it shows the screen on two lines, it does not show the livescope even in the picture of the order confirmation. The price he paid was for the screen (minus the flash discount he got). We MUST follow Garmin pricing guidelines when it comes to selling Garmin products and we would have not ever offered a Livescope system at zero dollars. When the customer contacted us he was told that his order included only the screen and that is what was sent to him. When he reached out again we let him know that if this is showing on his end it is an error, when we looked at his order confirmation it is indeed only showing the one item. When the customer contacted again he was not told that we did not have stock on the flash sale bundle, because this was not the case: he was told that he purchased one item and the tracking information was sent to him. At no time was the customer told he would receive a second item or that it was out of stock. He made a Purchase which was filled and unfortunately the way it shows up for our bundling on ******* may have confused the customer however clarification was given on more than one occasion. The customer states the item shows FREE however no where does it state that he receives any item free. The order shows he picked the item without Livescope system and that the item with Livescope system was not chosen - showing at 0 dollars and crossed out. ** *** *** ******** there is no Livescope system on the receipt. The customer is welcome to ship the product back for a full refund as per our return policy