Complaints

This profile includes complaints for Thule, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thule, Inc.

  42 Silvermine Rd Seymour, CT 06483-3907

• 

  Thule, Inc.

  1 American Ln Greenwich, CT 06831-2560

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:08/14/2023

  Type:Service or Repair 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.

  On August 3rd 2023 I contacted Thule and made a warranty claim for a defective backpack. I contacted Thule through their website contact form and uploaded the warranty form along with the photos of the defective backpack. I received an email confirmation with case number ********.
  
  The next day Jaden replied to my case and asked for me to fill out the warranty form along with provide photos despite me already providing that in the upload of the original case I created from your website.
  
  Following Jaden's directions, I resubmitted all the information again that I already previously submitted and a new case was created and I was giving case ID number ********.
  
  Once the new case was created, I received a reply from Dave instructing me to fill out the warranty form which I have now done twice. Informed Dave that I already filled out the form hence the second case being already created and also replied back with the form as a PDF along with photos of the issue.
  
  The next day I started receiving hundreds of emails from Thule's mail server due to a configuration issue with their CRM. I forwarded this email to Thule to report this issue because it was completely filling up my inbox. Additionally, I reported to Thule evidence of broken URLs on their website that were supposed to link to the warranty form.
  
  I provided everything required under the warranty terms and conditions to request a repair/replacement and followed up with Thule on August 4th, 6th, 7th and 8th. I've not received any reply from Thule and I am stuck in an endless loop of customer service representatives redirecting me to the warranty form and asking me to fill it out, despite me already doing that now doing that four times. It is clear that Thule has a huge customer service issue and a breakdown of communication and process. Representatives do not to know how to process warranty claims and continue to ask me to fill out the form even though that has already been done multiple times.

  Business Response

  Date: 08/24/2023

   

  Although we did have correspondence from Mr. ******, the required information needed to process his warranty claim was never received. The warranty manager contacted Mr. ****** yesterdat and was able to obtain the required documents.

  A replacement bag is being sent out under warranty on Order # **********.

  Chris Y*****

  Customer Service Manager

  Region Americas

   

  Customer Answer

  Date: 08/31/2023

  Thule contacted me and provided a successful resolution of a replacement bag under the warranty.

• Initial Complaint

  Date:04/20/2023

  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 am trying to get a part listed on Thule website to repair a ****** ****** cargo box. Part #**********.
  
  The site says "in stock" but apparently it is not.
  
  Thule Customer Service says they can't help. It's unfair to Thule owners to not supply repair parts.

  Business Response

  Date: 05/05/2023

  
  Unfortunately, the part Mr. ************ is looking for was accidentally listed as available for purchase on Thule.***. Once Thule was made aware of the situation, it was removed from the site.  Thule North America does not offer this as a serviceable spare part since it’s riveted into place. 
  
  Thule is held to industrial and manufacturing safety standards. Unfortunately in the case of riveted parts, they are considered a permanent affixment, and are riveted into place as to ensure the part cannot become disconnected during normal use. This also means these parts are not to be supplied or offered as consumer replaceable parts, for many reasons. The most notable reasons include: liability regulations, and DOT restrictions for items attached to the outside of your vehicle.
  
  We do have many laws governing the manufacture and sales of these boxes as they can be used to carry relatively large objects across state highways, and if anything were to fail, or the load became unstable, the repercussions could not only effect the driver and their equipment, but also pose a huge safety hazard and risk to other motorists and especially any behind the driver. 
  
  Here at Thule we are focused on building and offering simply the best products to Bring Your Life, we do not compromise on creating great products that allow you to enjoy your passions and life. As such, we do not compromise on safety. So we will strictly continue to stand behind not offering riveted parts as replacement, as that is what we are bound to do.
  
  Thule is more than happy to offer Mr. ************ a 60% discount, so he can replace his damaged box. 
  
  
  Chris Y*****
  Customer Service Manager
  Region Americas
  

  
  

• Initial Complaint

  Date:01/31/2023

  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 purchased a Thule cargo box directly from Thule through an on-line purchase. When received, I determined the items was not appropriate for the use intended.
  When I contacted Thule, I was told the the item was not eligible for return. The representative indicated it was 'clearly states' at the time of purchase. IT WAS NOT!
  I am now in possession of a Thule cargo box (cost $999 + $175 shipping) that I have no use of.
  I want Thule to accept this return and now cover the return cost plus my original shipping cost for this aggravation.

  Business Response

  Date: 02/27/2023

  We will be issuing a full refund to the customer (shipping included) and will allow the customer to keep the original product for their trouble.

• Initial Complaint

  Date:08/02/2022

  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 received a camera backpack as a gift from a friend. I used this bag one time and the internal camera pod ripped the front of my camera lens off, a 500$ lens is now useless. I can't even put a lens cap on it to protect it. I sent pictures and filed a claim and They offered me 100$. This is not acceptable.

  Business Response

  Date: 03/29/2023

   

  Thule’s Limited Lifetime Warranty ************************************************ covers the Original Purchaser and clearly states that it does not, under any circumstances, cover any damage to non-Thule products used in conjunction with Thule products.

  Mr. **** received this item as a gift, therefor is not covered under Thule’s Limited Warranty. As well, any damage to non-Thule products would not be covered under this same Limited Warranty.

  As a courtesy, we did offer to cover some of his repair expenses. A $200 offer was made as a onetime exception on 8/2/22.

   

  That offer is still available to Mr. ****, if he does so choose.

  Chris Y*****

  Phone direct: ** *** *** ****
  
  ******* **********************
  
   

  Customer Answer

  Date: 03/29/2023

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

• Initial Complaint

  Date:08/02/2022

  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 filed a complaint on 7/11/22. I had just driven from ******* ** ** and the straps were defective. I stopped 3 times to tighten, change them out etc. but the straps were defective. The button went completely out of position and i noticed as I was driving, the bike was moving. This could have caused a fatal accident had I not noticed. I called Thule and they were cavalier and said to put in a case and submit pics which I did, #********. I waited two weeks with no response so I called, they said they were short staffed but someone would reach out to me. On July 19 I put in another case, ******** to no avail. This is a new rack to me and I feel unsafe using it. I would prefer a refund because I don't trust the product. Today, 7/29 i noticed an email closing my case out and asking me to fill out a survey. A survey for what, they never called me to discuss the situation. I am shocked that such a prominent company would be so ineffective in their customer service, especially with an issue that could kill someone. I am hoping that I will hear from them for some real options for resolution.
  
  Thank you

  Business Response

  Date: 03/29/2023

   

  We will honor Barbara’s request and refund her original purchase amount. I will have my finance department send out a check for $269.95 ASAP.

   

  Chris Y*****

  Business Response

  Date: 03/29/2023

   

  We will honor Barbara’s request and refund her original purchase amount. I will have my finance department send out a check for $269.95 ASAP.

   

  Chris Y*****

  Business Response

  Date: 03/29/2023

   

  We will honor Barbara’s request and refund her original purchase amount. I will have my finance department send out a check for $269.95 ASAP.

   

  Chris Y*****