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Business Profile

Online Retailer

Joy Hockey

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:25/02/2025

    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.
    I am writing to formally file a complaint against Joy Hockey Inc regarding a failed delivery, misleading assurances, and poor customer service. Below is a detailed account of my experience:

    On November 23, 2024, I placed an order with Joy Hockey.

    By December 12, 2024, after not receiving my package, I contacted the company to report the issue.

    Following numerous exchanges, the company agreed on January 8, 2025, to send a replacement package, despite my original order still being missing.

    From January 8 to January 31, I was repeatedly told that my replacement package would be shipped that week. However, it was never actually sent.

    On January 31, 2025, it was discovered that my original package had been delivered to the wrong address. They take no responsibility for this error

    I was again told, on Feb 2, 2025 that a new package was shipped out to resolve the matter quickly. No shipment has been received yet.

    Throughout this process, I experienced extremely poor customer service, misleading promises, and a complete failure to resolve the issue in good faith. I was assured multiple times that a replacement would be sent, yet no action was taken.

    I request that the Better Business Bureau intervene to help resolve this matter. I am seeking a full refund of $******. Additionally, I believe the company’s handling of this situation should be reviewed to prevent similar experiences for other customers.

    Please let me know if any further information is needed. I appreciate your assistance in this matter.

    Business Response

    Date: 26/02/2025

    We appreciate the opportunity to respond to this complaint and provide clarification on the matter.
    The customer placed an order with us, which was promptly shipped and marked as delivered by the carrier. We later became aware that the package was mistakenly delivered to the wrong address, an issue that was entirely beyond our control as we rely on third-party shipping services for delivery. Despite this, we took full responsibility and immediately re-shipped a replacement order at no additional cost to the customer. Tracking information confirms that the replacement order is in transit and expected to arrive shortly.
    We have remained fully responsive to the customer’s inquiries, ensuring clear communication throughout the process. While we understand the customer’s frustration regarding the carrier's delivery error, we respectfully request that the BBB consider the efforts we have made to resolve this issue in good faith.
    Joy Hockey Inc. is committed to customer satisfaction, and we have taken every reasonable step to address and rectify this matter. We believe this complaint does not accurately reflect our service and request that it be updated or reconsidered in light of the facts presented.
    Please let us know if any additional information is required.

Joy Hockey is NOT a BBB Accredited Business.

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