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:10/21/2024

  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.

  So I purchased an Apple Watch band from nomad goods and I received the product but after I received it the product did not meet my expectations so I decided to return the product on same day. I contacted and got a return label and I shipped the product back which was received by the business on October 11th 2024. Now from that day I have been patiently waiting for my refund. Every-time I am contacting I am getting run around email saying the same thing that we are hit by fraudulent refund and the same thing. I was never told that it will take this long to receive my money back when I bought the product. I feel like this is very deceiving practice by this business. Any company who does business it is there responsibility to find issues and fix problems. You cannot expect customer to wait for there money back when they do not like your product because you expect money upfront before sending the product so I expect the same. I am left with no option then posting this here as the company has been giving me only excuses. They are not Amazon that deals with billions of merchandise that they are swamped. After reading online and looks like this excuse is being given for last 2-3 months this does show that the business is keeping good faith and delivering on customer service they claim. I just need my money back and this is my last effort after this I might have to think other avenues like formally reaching out to PayPal who was used as payment provider for this transaction and call this a fraud on behalf of this company.
  
  
  
  USPS return label: 9400 **** **** **** **** 60

  

  Business Response

  Date: 10/22/2024

  I sincerely apologize for any inconvenience or frustration caused by our return and refund processing. The refund for your return order was issued on October 21, 2024, the sixth business day after your return shipment was marked as delivered by the carrier. We truly appreciate your patience during this process. If there's anything else we can do to help, please let me know.

  Warm regards,

  C****

  Customer Answer

  Date: 10/22/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22447871, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  G***** ***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/09/2024

  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 ordered a new case Order: 42******48 and they have yet to ship the product after saying they would expedite it. However nothing. The company comes across as a scam

  

  Business Response

  Date: 10/22/2024

  I sincerely apologize for the delay in shipping your order 42******48. Our warehouse is experiencing delays in dispatching orders as they are working through a large volume of backlog. I'm sorry this directly affected your order and created an unexpected delay. And I sincerely apologize for any inconvenience or frustration these delays may have caused you. I see from the tracking information available for your order, it was shipped on October 8 and was delivered on October 11: **********************************72

  The shipping fee on your order was refunded due to the delays. But if there's anything else we can help you with, please let me know.

   

  Warm regards,

  Chloe

   

• Initial Complaint

  Date:08/05/2024

  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.

  I ordered a Titanium Band from Nomadgoods on 4/18/24.
  
  I initiated a return on 4/29/24 because I didn’t like the quality of the product
  
  4/30/24 I was provided the shipping address for the return, and return process was confirmed
  
  5/28/24 package was delivered to their warehouse
  
  5/29/24 I had no news so I inquired about the status of the return
  
  5/29/24 They asked for the tracking number
  
  6/2/24 I provided the tracking number
  
  6/4/24 that’s when the nightmare began I got this email
  
  I apologize for my delayed response here and I'm sorry for the delay in processing your recent return. Nomad has recently been targeted in a fraudulent returns scam wherein people are returning empty packages to us or returning packages to the wrong address in hopes of receiving a refund for items that have not actually been returned. We are so bummed out by this because it means the return process has been delayed for all of our customers as we check each return package diligently.
  
  Due to these delays, it may take another 7-10 business days for your return to be processed if all the items from your order # have been returned successfully to our address shown on the USPS return shipping label that was provided to you.
  
  Once each item from your returned order # is manually checked and successfully marked as received, your refund will be processed. If all items have been returned to the correct address successfully, you have nothing to worry about!
  
  If you have any additional questions that I can help you with in the meantime, please let me know.
  
  6/22/24 I did a follow up
  
  6/22/24 I got the same answer regarding fraudulent returns and to wait it out
  
  7/12/24 I did a follow up
  
  7/16/24 I got the same answer regarding fraudulent returns and to wait it out
  
  7/22/24 I did a follow up sent them the tracking again as proof that it was delivered awhile ago
  
  7/23/24 I got the same kind of answer
  
  7/24/24 I asked to speak to a supervisor and never got an answer
  
  I feel like scammed

  

  Business Response

  Date: 08/06/2024

  I read through your interaction with our Customer Support Representative and I sincerely apologize for the experience you have had with your return. This is not at all the experience that we aim to provide and I want to offer my apologies for the fact that your refund has not been issued in a timely manner for a product that you have returned. Dealing with returns abuse has been tough and we are still learning from our mistakes here. Clearly, there was an issue in processing your return successfully at our warehouse and the issue is not your fault.

  We want to make this right with you and have refunded the total associated with your return. The refund has been issued back to your original form of payment, though it may take a few days for the refund to appear on your statement. We truly appreciate your patience with us.

  Kind regards,

  Customer Answer

  Date: 08/06/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22091235, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J******* ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/28/2024

  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 made a purchase on May 8th for some watch bands. They were delivered May 10th. I requested a return for the titanium band because I didn’t like the quality. On May 17th provided me a return label and I shipped it back May 17th and it was shown delivered May 23rd. Every week I’ve been emailing about my refund only to be told to wait another week, the last time I was told to wait two weeks, which I did. But now it’s been over 30 days since my return and they still haven’t processed my return and refund or given me a date when to expect this to be done.

  

  Business Response

  Date: 07/01/2024

  I sincerely apologize for the delay in issuing the refund for the returned Titanium Band from your order 420******8. We strive to process all returns in 7 business days but, because we work with a third party that receives returns and forwards them to us, delays can occur that are out of our control. I understand how important it is to receive the correct refunded amount for a return that you have sent back in good faith. I'm so sorry that we were not able to issue your refund in the timeframe that you expected. Our Returns Department confirmed the receipt of the returned Titanium Band from your order 420******8 on June 28, 2024 and the refund for this item was issued later that day. If you have any trouble seeing the refund on your statement within 3-10 business days, please reach out to our team directly at [email protected] for assistance. Again, we offer our sincere apologies for the negative experience you had with your return this time. We are evaluating our partnership with the third party mentioned above as your return was not forwarded to us in the timeframe we would expect. I hope this fully resolves the issue at hand but if any other questions arise, we are happy to help.

   

  Sincerely,

  Chloe

• Initial Complaint

  Date:12/05/2023

  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.

  On 22 Nov 23, I ordered a Titanium Band, 49mm for my Apple Watch Ultra 2 (Order #4201239293).
  
  This item, at the time was “Backordered: Ships by December 18th.” The cost with Expedited Shipping 2-3 business days via FedEx (which was free) plus tax was $318.75. I paid for the item using my Visa credit card. On 29 Nov 23, I received an E-mail from Nomad stating that my item was shipping soon (which was faster than the stated Backorder Date) and I should receive it by 2 December 23.
  
  The item was delayed in shipment and finally made it to me on Sunday, 3 December 23. To my surprise, when I opened the shipment, the contents were missing. No Titanium watch band! The only items in the shipment were the Spare Parts (Pins), Tool Accessories and Instruction Card. I immediately contacted (3 December 23) Nomad via their Facebook page, “Customer Service” E-mail address of [email protected] as well as their online Nomad Support page. I provided a picture of the empty packaging as proof.
  
  It is currently 4 December 23 @ approximately 1204 and I have not received one response from Nomad.
  
  This is unacceptable to have paid $318.75 for an item only to be shipped a partially empty package which did not contain the most expensive and desired item. I have done business prior with Nomad with zero problems, which is why I am very unhappy with them and their lack of response to this matter.
  
  I am requesting Nomad make good on my shipment and send the correct item with expedited shipping, again at their expense and at least a future credit to maintain my business with them. They do make top quality products and I would like to maintain a positive relationship with them going forward.

  Customer Answer

  Date: 12/11/2023

  Nomad Goods has sent and I have received a replacement watch band.

  At this point, I consider this case resolved.

  Thank you.

• Initial Complaint

  Date:11/30/2023

  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.

  11/18 I ordered 2 different cases (order #4*******32) WITH expedited shipping additional cost. Received package 6 business days later, beyond the expected/window of 2-3 business days. I received 1 of the cases I ordered and a watch strap I did not order, no second case. As the only way to reach NOMAD is by internet I have no idea if they have received my 3 complaints as I have not gotten any replies. I just want the item I ordered and paid for and refund for the shipping as it did not arrive on time. This is my 4th time purchasing with Nomad, first issues.

  

  Business Response

  Date: 12/19/2023

  I'm so sorry about this error that ocurred with your recent order! Fulfillment errors such as this one can happen from time to time due to human error but I sincerely apologize that this happened to you and for any frustration or inconvenience it caused! We were able to respond to your inquiry and order a free replacement for the missing item to be shipped you within the same week that your first message was sent. From our end, it looks like everything is squared away but please do let us know if there's anything else we can help you with for now.

  Kind regards,

  C****

• Initial Complaint

  Date:09/29/2023

  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.

  Nomad Goods is advertising a 1-2 busniess days to ship on products and also sells Expedited Shipping (FedEx) (2-3 Business Days) with those purchases. I purchased multiple products from the business on Sept 18th anticipating that the ordered products would arrive during the advertised timeframe.
  
  We are now 9 business days after my order was placed and I have not heard any update from the business with regards to when I should expect my order to ship. I have tried emailing multiple times in addition to messaging on social media but have not recieved any response.

  

  Business Response

  Date: 10/31/2023

  
  
  I sincerely apologize for the unexpected delay in fulfilling your order! Our warehouse is experiencing delays in dispatching orders as they are working through a large backlog of order volume. I'm so sorry this has directly affected your order and created a delay.
  
  Your order was split to accommodate in-stock items and inventory levels at our warehouses.The Stand One Carbide from order was shipped with the FedEx tracking number 784389129614. The rest of the items were shipped with the separate FedEx tracking number 78********24.
  
  If you have any other questions or concerns, please don't hesitate to reach out. Thank you for your patience and understanding.
  
  Kind regards,
  C****

  Customer Answer

  Date: 10/31/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20672188, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  I*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  I ordered a BLACK leather case this week from this company for an iPhone 15 Pro and they sent me a BROWN Leather case for an iPhone 15 Pro Max. Not only is this case the wrong color but it is the wrong size for the phone I have coming this week. I went to their website to exchange it and they want to charge me another $5 for THEIR mistake. They sent me the wrong product and they want to charge me another $5 to correct their mistake. This is an outrageous policy that they should correct for free. Their site is hard to navigate for returns and for exchanges, there should be this extra fee when the mistake was theirs. My order number is #42*****264

  

  Business Response

  Date: 10/31/2023

  I sincerely apologize for this error in the fulfillment of your order! This is totally our fault and we are happy to cover the return shipping costs and the cost of shipping the correct item out to you. Our team was able to respond to your initial outreach to support and create a replacement order for the correct item the next day. Our warehouse has been experiencing delays in fulfilling orders and I sincerely apologize for the delay that you experienced in wiaiting for your replacement order. This is not at all the experience that we aim to provide and I'm so sorry for the inconvenience caused!

  This case is resolved now but if there is anything else we can help you with, please do not hesitate to reach out to me here or via email, [email protected].

  Kind regards,

  C****

  Customer Answer

  Date: 10/31/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20631956, and find that this resolution is satisfactory to me. They were a little slow but they resolved the problem 
  
  
  
  Regards,
  
  
  
  D***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/11/2023

  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 never received confirmation email of my purchase and haven't had an update on my purchases either. Its been several weeks now and no news. I've tried emailing and calling. I've had zero responsecamd can't get a hold of customer service. I'm now wondering if this business is just a scam to get people's money. I've contacted my bank on this issue to investigate as well.

  

  Business Response

  Date: 07/27/2023

  Hi there,

  I'm sorry to hear about this issue that you encountered and for the lack of communication from our support team! I've looked all through our phone and email systems and have not been able to locate any previous contacts from your name or email address in our system. Please feel free to contact our team directly at [email protected] to get this issue resolved!

   

  Kind regards,

  C****

• Initial Complaint

  Date:07/05/2023

  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.

  I returned my order, 42*******0, using the prepaid USPS label of 94******************07. It shows delivered back to Nomad Goods on 6/24/2023. I contact their customer service team via email on 6/29/23 to check on my refund. I heard back on the same day from customer service stating that they received my return but it was still not yet processed.
  
  I emailed back asking for an ETA when my refund would be processed but did not hear back. I called their corporate phone number on 6/30/23 and left a voicemail for customer service. I again emailed them on 7/3/23 to follow up with no response. Today, 7/5/23 I again emailed to follow up, and also called them and left another voicemail.
  
  Their Refund policy on website states to "allow 3-7 business days for your refund or store credit to be issued" however we are past that and because of lack of communication from Nomad Goods, I am opening this BBB complaint to bring my issue to Nomad Goods attention.

  

  Business Response

  Date: 07/06/2023

  I sincerely apologize for the delay in processing your refund for order 4201101360. We have not yet confirmed that your return package has been successfully received at our warehouse, though the tracking information from USPS states the package was delivered to the post office on June 24, 2023. Recently, we have been experiencing a high rate of fraudulent return schemes and scams. This has dramatically slowed our returns operations because we need to check each return thoroughly before processing refunds. Usually, the processing time is 3-7 business days but with the current delays we ask that you please allow 10-15 business days for our team to receive your return and process your order's refund. 

  I sincerely apologize for the inconvenience caused by this delay. I know this is far from ideal and we are so disappointed that the fraudulent actions of a small group of people are affecting the experience of all of our wonderful customers who mean no harm. We thank you for your patience so far and genuinely appreciate your understanding as we work to resolve this as quickly as possible for you.

  Sincerely,

  C****