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:06/17/2024

  Type:Service or Repair 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.

  Bought a tent from this company under kelty.com. Been trying to use the tent on April, 2 polls split. Life time warranty with proof of purchase. I filed a warranty claim on may 21st. May 23rd emailed back and asked if I needed main or ridge polls. I only needed to replace both main polls. I did get an email notification that the claim has been filed and since then I have heard nothing since then. Emailed multiple times but no response. ticket number:1419799 for Kelty I have also tried filing with Exxcel Outdoors and that ticket number is: *******

• Initial Complaint

  Date:04/29/2024

  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 ordered a ud running belt, ***** claims they delivered it but the photo does NOT show my appartment, ***** investigated and sent me an automated messages that they resolved thge claim but they did NOT , so i want my money back , Exxel Outdoors, LLC Transaction ID Transaction date 1X6524223U421724E April 21, 2024 Total purchase amount $42.05 USD Invoice ID *******

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair 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.

  Exxel Outdoors LLC is the parent company of Kelty (Kelty.com)Received a Kelty 3TN three person camping tent as a price for a race. Prize was sponsored by Walkabout Outfitter in ****************, an outdoor gear company with 7 locations in ******** and incorporated in 2005. Recently had a problem with the tent rain fly. 2 clear plastic triangles both failed, located on opposite sides of the rain fly. Appears to be an adhesive failure, as they both failed on the same camping trip. The triangles are a different material than the rain fly, and likely needed a different binding agent than what was used. Rain pours into the tent now. Contacted Kelty for their lifetime warranty coverage. First was told I needed to provide a receipt. Walkabout Outdoors offered to exchange emails with Kelty to explain that this was a gift to me, no receipt. Then Kelty claims that Walkabout Outfitters isnt an authorized reseller and only those approved resellers provide the quality control measures for selling their products that provide the lifetime warranty. Kelty never addressed the failure of the rain fly, they simply refuse to honor their lifetime warranty. Ive climbed *************, have a Guinness World Record for mountain climbing, and own/operate an international trekking and climbing business. I know tents and outdoor gear and the companies that make them normally stand behind their products. I was surprised to see Keltys refusal to honor their warranty. Do they expect customers to call Kelty before buying a tent or other gear to ensure its being sold by a company on their list of authorized resellers? This was not an internet purchase, these are locally owned brick and mortar stores. Asking Kelty for an apology on how they handled this and a replacement rain fly.

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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 bought a Shadehouse tarp from Kelty with a lifetime ************** of poles split after using the tarp. I contacted Kelty to get of repaired on 7/15, and then again on 7/20, however I have not received an approval of the claim. The warranty ticket number is *******. I am attaching the purchase bill and photos of the broken poles. Thank you for the attention.