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:01/06/2025

  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.

   
  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,
  
  ******* *******funding me for my lost/stolen items, they filed a claim with ***. This was on December 26, it is now January 6, ******************************** a refund. Theyre apparently waiting til *** responds. I told them I paid for package protection, they want to lie and say theyre not responsible and that it only covers damaged/lost items. This is fraud and false advertising because on their websites it says they cover stolen items as well. I paid $18 for protection for nothing then?

  Business Response

  Date: 01/13/2025

  Thank you for your patience as weve worked to resolve this matter. Wed like to provide a comprehensive overview of the situation and the steps weve taken to address it.

  
  This order was flagged in our system as a possible high-risk fraud order, which is typically canceled immediately. However, in this instance, we made an effort to verify the order by phone and email. Despite our limited staffing during the holiday season, we processed and shipped the order via *** Overnight on 12/20, with delivery confirmed on 12/21 to *****************************************

  
  Unfortunately, on 12/25, we were informed that the package was not received, though tracking information confirmed delivery. We advised that a police report was needed to proceed with a claim since *** did not obtain a valid signature upon delivery. Mrs. ******* provided this report on 12/26, allowing us to initiate a dispute with ***. Throughout this process, we have maintained open communication, exchanging over 15 emails to keep Mrs. ******* informed of each step. Despite these efforts, and recognizing the frustration this has caused, a Chargeback was opened and filed. We have opted to take the loss on the items and have refunded the Chargeback directly in full to simplify the resolution and will continue to fight with *** to fix our side. 

  
  We truly value our customers and regret that this situation has caused any inconvenience. Please know that we are committed to improving our processes to prevent similar issues in the future. We are also in the process of working with the Apartments leasing team to get video evidence of the delivery to see whom it was delivered to. 

  
  Thank you for allowing us the opportunity to resolve this matter.

• Initial Complaint

  Date:09/16/2024

  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.

   
  Complaint: 22282503
  
  I am rejecting this response because:
  

  The response from this company is full of absolute lies. As you can see on the image he provided it is dated September 16th which is todays date. How could this company have possibly received this email two months ago when I first mentioned that the package was never delivered to my address or a few weeks later when the claims department told me the package was delivered to the wrong address and yet its dated todays date. 
  

  This company has no proof whatsoever that they ever requested a police report from me or any other requests/demands they asked of me to provide. I would have done all they asked if they would have asked but they never did and I promise they have no emails of any kind that show otherwise. 
  

  I was told by ********************* that the package was delivered to *************************************** and they were trying to retrieve the package and would deliver it if they did. 
  

  I did receive a full refund after filing this complaint but that was after being told Id only receive a refund of $100. 
  

  This company lied at the very beginning of this transaction by saying they were the only company that gave discounts on their products after seeing my review so I never changed it due to their unprofessionalism that still shows today. 

  
  Sincerely,
  
  *************************** Iii

  Business Response

  Date: 09/16/2024

  Good Morning, 

  We're sorry this order has came to this and are here to help. I have attached a series of events that have guided us to our decisions.

  First File Labeled: 2024-BBB_Elias ******** Delivery Scan. This Screenshot is directly from *** with the Delivery Drop off location via GPS Scan. The screen shot shows the first image which shows a Blue Dot (where the driver parked), and a Yellow Dot (where the driver delivered the package). The next image on that screenshot shows the address of ******************** via ****** Maps which is the same house as the package is shown delivered to.  The customer emailed multiple times saying *** told him that it was delivered to another location but we already had this from *** directly and he would not forward his information to us to help the case move along faster. This first image is clear evidence via GPS location scan from *** that the bat was delivered to the customers address on file ****************************************). 

  Second File Labeled: 2024-BBB_Elias ******** Order Snippet 1. This Screenshot is directly from the order dashboard in which the customer did not pay for ******************* Not only did he not purchase this protection he also left a One Star Review directly on Trustpilot shortly after placing the order, and before the order was even shipped from our warehouse with his displeasure in the optional shipping protection (***********************************************************). This Protection states that Headbanger Sports is not liable for packages after they leave our warehouse if it is declined. It also shows that we have already refunded this order in it's entirety on September 13th prior to this dispute being placed.  

  While we believe we could have been more proactive on this case we unfortunately were never sent the information we asked from ******************** and did not hear from him for nearly two months after being asked. With the *** Information we provided to ******************** we asked for a Police Report for a lost/stolen item. He stated that he would not do this, as the bat was not delivered to his address although the information we have from *** directly shows otherwise. 

  End Result: We have already refunded this order in full and have apologized for the issue though we do believe we were compliant with all Trade Best Practices in this matter. 

  Business Response

  Date: 09/16/2024

  We are still awaiting your proof from *** showing this order was delivered to the incorrect address. If you can please do that we can forward it on to our *** *** who deals with this on a daily basis with us. Also we have added another screenshot from our *** account directly (File Labeled: 2024-BBB_Elias ******** Claim Details). This shows we opened the case on July 17th, we were paid $112.95 via *** on September 6th after continuing to reach out to ***. $100 is for the Lost/Stolen Package, $12.95 is what we paid for our shipping which was reimbursed to us. You were offered the $100 as you declined the ************************* and by Foregoing the Service you agreed that we are not liable after shipping the bat. (File Labeled 2024-BBB_Elias ******** ************************************* Toggle) This is shown in cart and on the toggle in which you have to manually switch off to move forward with your purchase without the protection.
  

  - This order was placed on July 10th at 7:29 ET. Your review in regard to our company was left at July 10th at 9:33 pm. This voiced your displeasure for ****************** and Safe Shipping, now we are here. Though this bat shows delivered via GPS scan DIRECTLY from *** you are stating *** is telling you that it was delivered to a different location, our information comes directly from *** which is what they would show you.  Regardless of this we issued a full refund to make you happy and try and settle this issue. 

  - The Statement we issued on your review "Were also glad you were able to take advantage of a $50 coupon code on this product which is not available with other companies," was not saying you could not receive a discount with anyone, but more geared to Not EVERY company that sells this bat offers a discount. Next time we will make sure to be clearer to ensure all people will understand what we are saying more clearly.

  - The email shown today was an email directly from *** as you can see in the Subject and Sender. We are not sure how this is a lie, we requested this information again this morning from our *** *** to have an email from *** directly which would be added as proof of delivery to this claim. 

  
  While it seems we will never agree, your request from our Company was for a refund. We have already refunded your order in full and would like this closed as we have settled the complaint and issued what you asked us to issue to you. 

  Thank you

  Business Response

  Date: 09/16/2024

  Good Afternoon,

  We have gone through the steps with this customer to explain to him all of the information he has requested. We are not sure what else he would like from us but refuses to close this. We have never had a BBB complaint so we are hoping we are going through this the proper way.  That being said, this customer has stated from the beginning that he was not happy with us as close to 2 hours after he placed the order. We hadn't even been able to ship the bat and he had already left us a 1 Star Trustpilot Review. We have documents from *** directly showing that the bat was delivered to his address via GPS scan which are uploaded to this case (2024-BBB_Elias ******** Delivery Scan)
  
  Regardless of all of the facts showing delivered by *** with GPS location scans, we agreed as a company prior to this even being opened to refund the customer and move on from the issue as we could not please him. We refunded the entire order in full on September 13th at 2:08 pm (File Attached: 2024-BBB_Elias ******** Refund) in what looks like about the same time he placed this claim.
  

  Being his resolution request was a refund we believe we have fulfilled this claim. We do not have his money, nor do we have the product even though he declined shipping insurance from the beginning (2024-BBB_Elias ******** ******************************** Toggle). 

  Thank you very much for your consideration please do not hesitate to ask any questions you may have from us. 

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

  
  

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22282503
  
  I am rejecting this response because:

  I would like to see the original email you say you received showing the delivery location not the one from this morning. You said in your previous message that you received proof of delivery before I told you *** claims told me the package was delivered to the wrong address. 
  

  I would also like to see proof you asked me to send you a police ***ort of a lost or stolen item. We both know you dont have that proof because you never requested that information. 
  

  The discount codes you speak of are on most ******* videos from influencers that use softball products. In their description are many companies that offer discount codes. 
  

  Hopefully your *** *** can prove what she sent you is real because I have filed a complaint against *** and plan on using the document you sent against them. 

  
  Sincerely,
  
  *************************** Iii