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Business Profile

Sports Equipment

Polar Dive USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sports Equipment.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 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:04/03/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Upon initially receiving the item, I spent many hours back and forth with support, providing pictures and videos of what was happening. The instruction manual was for an item with a completely different display that the one I received so the information in the manual was not applicable.They had me configure in different ways which all seemed like initial PD trial and error, like they'd never done it before. After all of the extra time trouble shooting the item worked for 2 months and then suddenly started leaking water profusely throughout the inside of the unit and on top of the electrical components, and then on to my floor.Polar Dive USA several times asked for additional money $250 at first, then a reduced amount, from me in order to fix the issue. Polar Dive USA finally insisted that when I returned the original they would immediately send a replacement. As soon as I shipped the original back they said the order was filled but had a stream of excuses of why they couldn't provide a tracker number but were working on it diligently. I'm concerned that they never intended to send a replacement. Now they have my $500 and I don't even have a defective product in my possession to show for it. I'll be happy to retract this complaint after receiving a full refund or a replacement that works 100% out of the box is received.

    Business Response

    Date: 05/08/2025

    Customer was fully refunded on 4/3 as per his request. 

    Customer Answer

    Date: 05/08/2025

     
    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:12/20/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 polar dive with chiller on Sunday December 15 and received immediate confirmation of purchase. I have yet to receive any shipment confirmation. I also emailed the company twice at their company email with no reply to either email! Their email is the only way to contact the company. I just want my product, or an explanation as to why it hasn't shipped with a refund! Terrible customer service.

    Business Response

    Date: 01/15/2025

    ****** was fully refunded on December 23rd, 2024, after requesting it via email. When ****** placed her order on December 15th, we were on a 3 week backorder. 

    Customer Answer

    Date: 03/05/2025

     
    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:09/22/2024

    Type:Service or Repair 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.
    On May 27th my wife placed a $699 order with PolarDiveUSA for a water chiller, an ice plunge bath, and several accessories. After several weeks, the tub and chiller arrived with no pump and no accessories. After several tries, my wife was able to get a refund for the accessories, but still no pump. They sent several incorrect parts, then finally, after purchasing a pump for myself at *****, I was able to get it to work. The tub leaked everywhere and after only a few uses the chiller shorted out. The company promised several times to replace the chiller. They have not. They even went so far to create a fake *** tracking #, telling me the product had been shipped. The product still hasn't even reached ***. They also said they were going to refund my money, and they have no done that either, and now they simply stopped responding to my emails.

    Business Response

    Date: 10/04/2024

    Please note, I have attached evidence that ******* ***** was fully refunded on September 9th, 2024.

     

    Please advise if this sufficient to resolve the claim, or if any additional information is required from Polar Dive.

Polar Dive USA is NOT a BBB Accredited Business.

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