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Business Profile

Retail Sportswear

Bob's Sport Chalet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

This profile includes complaints for Bob's Sport Chalet's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bob's Sport Chalet has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:02/13/2025

      Type:Product 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.


      Complaint: ********



      I am rejecting this response because: the response is untrue. The item is fake as u can see in the picture the wrong tag. No tags were on the item and the package has been sent. 250 dollars a day before Valentine’s Day and I received a fake item. That alone is illegal. This needs to be documented. Read other reviews I have not left one negative review. But there are plenty there.  These people scam ppl.  I have plenty of proof if the bbb needs it. Ty 



      Sincerely,



      ****** *****

      Business Response

      Date: 02/21/2025

      Customer reported a damaged item was received by them instead of what was ordered.

      Our team investigated via CCTV footage of our shipping operations, and could not say with absolute certainty that the correct item was in the package that was shipped. Likely was tagged improperly by mistake, or one of any number of simple human errors, as we explained to the customer. 

      We promptly provided the customer with a response and prepaid label to return the item for a full refund. 

      The customer refused, and proceeded to call both of our respective brick-and-mortar stores and threaten and harass our staff, even after they reiterated that she had already been provided a return label to return the item for a refund. 

      The customer has been demanding a full refund without returning anything, which of course, is simply not how things work.

      The customer has still not shipped the item back, and has only left negative reviews and filed complaints with a number of institutions. 

       

      Business Response

      Date: 02/21/2025

      Customer reported a damaged item was received by them instead of what was ordered.
      Our team investigated via CCTV footage of our shipping operations, and could not say with absolute certainty that the correct item was in the package that was shipped. Likely was tagged improperly by mistake, or one of any number of simple human errors, as we explained to the customer. 
      We promptly provided the customer with a response and prepaid label to return the item for a full refund. 
      The customer refused, and proceeded to call both of our respective brick-and-mortar stores and threaten and harass our staff, even after they reiterated that she had already been provided a return label to return the item for a refund. 
      The customer has been demanding a full refund without returning anything, which of course, is simply not how things work.
      The customer has still not shipped the item back, and has only left negative reviews and filed complaints with a number of institutions. 

      Customer Answer

      Date: 02/24/2025



      Complaint: ********



      I am rejecting this response because: the response is untrue. The item is fake as u can see in the picture the wrong tag. No tags were on the item and the package has been sent. 250 dollars a day before Valentine’s Day and I received a fake item. That alone is illegal. This needs to be documented. Read other reviews I have not left one negative review. But there are plenty there.  These people scam ppl.  I have plenty of proof if the bbb needs it. Ty 



      Sincerely,



      ****** *****

    • Initial Complaint

      Date:10/22/2024

      Type:Product 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.

      Hello,

      The business sent me the same response saying they have a picture of the item they sent out. This does not resolve anything because I returned the same jacket they sent a picture of. Can you ask them to send a picture of what they received back?

       

      Thanks,

      *****

      Business Response

      Date: 11/04/2024

      Customer reached out and reported a discrepancy with their shipment. We investigated and confirmed the discrepancy was not accurate and provided the customer with our findings. 

      The correct item was shipped to the correct customer. 

      We assured the customer they are welcome to a refund, for the item they purchased from us. The customer insisted on returning an item that they did not purchase from us. 

      As per our return policy, all returns are subject to refund deductions based on any/all infractions committed. 

      The customer returned an item we did not ship to them. As such, a 50% restocking fee was deducted from the final refund amount. We've included a snippet from our online checkout in the attached 

      documents. As clearly noted in during the checkout process, by placing any order on our website any party is acknowledging and agreeing to our return policy and shipping policy.

      The customer attempted deliberate fraud, and is now attempting to damage our professional reputation for not conceding to illegal and unethical practices and/or malicious individuals.

      The complaint - as fully illustrated by the customer's actions - is that the customer wished to return an item they did not buy from us for a full refund. We processed the customer's return 

      in compliance with the policies the customer agreed to when placing their order.

      Thank you.

    • Initial Complaint

      Date:05/28/2024

      Type:Product 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.


      Complaint: ********



      I am rejecting this response because: it is not plausible there would be this vast of a difference in size of the garment from the same brand/type/manufacturer/size over a period of years. The pants this business sent me fits my adult husband (it is a child's XL garment). I am reporting this to the manufacturer, ***** ******, as well.  



      Sincerely,



      ******* ******6. If I had just changed my mind, I could understand the refusal to refund shipping, but since I did not get the product I ordered, I believe I am owed the full refund. Order number: ******

      Business Response

      Date: 06/19/2024

      The item shipped to customer is authentic, direct from the manufacturer. As with all clothing manufacturers, sizing can change from year to year, or even model to model. We explained this information in full, and also notified the customer would be charged the cost of return shipping, as there is nothing defective or damaged about the item, it simply did not fit as expected. As many returns are made due to being the wrong size, and those customers are happy to pay the return shipping as agreed when placing an order. As such, there is no reasonable cause to waive the shipping fee for this specific customer, as that is simply unfair to the rest of the shopping world. 

      Below is a copy of the email sent to the customer informing them of the aforementioned specifics.

      Sent 12/14/23 12:03 PM

      Hello, 

      Thank you for reaching out!
      We're very sorry to hear you're having trouble with your order. 
      While sizing may vary depending on the model, design and year of manufacture we can guarantee that the item is an authentic, brand item.
      We've gone ahead and sent a shipping label for use with your return in a separate email.

      Please note that as per our return policy we're unable to offer free return shipping, and as such the cost of the label will be deducted from the final refund balance. 
      Your label will cost $5.33 at a weight of 12oz.

      Additionally, we've included a link to our webpage fully illustrating our return policy.
      ****************************************************

      Please let us know if you need any further assistance.

      Thank you.

      Business Response

      Date: 07/02/2024

      Hello,

      We fully encourage the customer to contact the manufacturer for further details, and be sure to provide the model number, *** and year of manufacture on the item. 

      We are entirely confident the manufacturer will tell the customer the exact same thing - sizing CAN change with ALL brands from year to year or even model to model.

      If you're not interested in dealing with the nature of shopping for clothing online, do not shop for clothing online.

      Thank you.

      Customer Answer

      Date: 07/06/2024



      Complaint: ********



      I am rejecting this response because: the business is being condescending and snarky with their responses, and does not seem truly interested in customer satisfaction and resolving disputes. I have been buying this product from Under Armor, Amazon, and Kohls for 10 years, all online purchases, so I am well aware of minor variances in size, material, and style. However, a children's pants product should never fit a 6' tall man. I was shipped what I ordered in name only, but not in actuality. I took a chance on Bob's Sports Chalet, and now the response from the business means I will never order from that store again. 



      Sincerely,



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

    Bob's Sport Chalet is NOT a BBB Accredited Business.

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