Complaints

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

close

Find a Location

RollerSkateNation.com, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  RollerSkateNation.com, LLC

  3175 Williams Rd STE C Columbus, GA 31909-5629

• 

  RollerSkateNation.com, LLC

  PO Box 2137 Fortson, GA 31808-2137

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:12/23/2024

  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.

  I recently ordered a pair of skates for my granddaughter for Christmas. Because I wanted to make sure I got them in time for Christmas i paid extra for faster shipping. Their website said 1 day for processing and 1-2 day shipping for $25. It's been almost 10 days and still no skates. I emailed (since they don't want to actually talk to their customers) and still no response. I am requesting to have the extra cost of shipping refunded since they didn't ship it express like I paid for and false claim of service. I have ordered from them before and was satisfied with my purchase but this will be the last time.

  Business Response

  Date: 12/23/2024

  Hello,
  
  Because this customer chose to ship to a PO BOX, their order needed to be shipped via **** instead of through our normal carrier, *****. Unfortunately **** can be unreliable, especially during the busy holiday season. We have absolutely no control over what happens to a customer's order after we ship it, and we shipped their order on time. Nonetheless, this customer has been refunded for their shipping cost. In response to our lack of communication, our customer service team (who consists of 1 individual) does not work weekends. Our customer service hours are listed on our website. 

  Customer Answer

  Date: 12/23/2024

  
  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:11/07/2023

  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 ordered Roller Skates on RollerSkateNation - new ones - **** * ** **** ****** ****** ****** ****** ******* ** ******* ****, 2023, for $359.99. They were delivered to my home on Friday, *** **. I put them on my feet and they appeared to be large, so I decided to send them back. The next day I send them back using the Return Function from the Website, and *** Carrier, following the instructions from the Web Site. I did not try them outdoors, solely in my house to check the size. After some time I received an email from the business stating that they could not accept my return with the picture of the product damages, they stated were inflicted by me. These damages do not look like I did, cause I only checked the size of the Rollers and sent them back the next day.

  Business Response

  Date: 11/08/2023

  The customer returned a product that was not in adherence to our Returns Policy which states that products must be returned in the original/new condition they were received in. The customer checked a box during the returns process acknowledging their understanding of this policy. We informed the customer their refund was subject to a 25% restocking fee due to the product's condition. They were also given the option to have the product sent back to them. We have not heard back from the customer about whether they want a refund or want us to send the product back to them. 

   

   

• Initial Complaint

  Date:09/25/2023

  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 ordered some roller skates that did not fit me, so I exchanged them. Those skates did not fit either, so I returned them and asked for a refund. My order was $98.00. Their employee emailed me and said that there were hairs on the skates, so I was going to be charged 20% off my refund. My refund was $8.00. They took $90.00 of my money and have not responded to my emails asking for an explanation.

  Customer Answer

  Date: 09/25/2023

  Please cancel this complaint,  as they did refund the amount I was expecting. 

  Thank you. 

• Initial Complaint

  Date:09/12/2023

  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.

  Skates order on *** ** and they arrived a few days later. Wife used them two (2) times and complained that her feet hurt. Attempted to contact them by phone, only to receive a recording stating to email them the problem. Unable to EVER actually speak to a person. Customer service is a joke with these people. Return requested under their RETURN policy and it was approved and item was promptly returned. They required me to ship it with their shipping label, stating it will come out of my refund. I could have shipped it my self, with my business shipping account. Item arrived and I emailed a week later asking the status. No reply. Filed a complaint thru ****** (which is how it was paid for) - THIS seemed to prompt a reply. They sent pictures of a skate with used and worn wheels and used toe stops. Either it is another set of wheels, they swapped wheels, or they simply sell a sub standard product that wears out with two (2) uses !!?!? They state this will incur a 20% restocking fee. As of today, after 2 weeks, I am STILL waiting on a reply and my refund. Given the HORRIBLE reviews that I have come across about this place, I regret buying here and can only imagine when my money will be returned. This place is definitely a "buyer-be-ware" and an "AVOID" place of business. Seems this is routine business practice for them ... i.e. - poor customer service, sub standard products, and holding your funds hostage and refunding (if ever) at their own whim. I am still waiting ...

  Business Response

  Date: 09/12/2023

  Unfortunately this customer returned a product that was not in adherence to our Returns Policy and subject to a damage fee. The customer admitted to using the skates twice, but checked a box acknowledging our policy and confirming the skates would be returned in the same condition they were received in (free of scuffs or debris of any kind). Just as one would not reasonably expect to be able to return a pair of shoes they had worn, we cannot turn around a resell a pair of skates that a customer skates on multiple times without marking them down significantly (which is the reason for the damage fee). We also include a print out in each product package that advises customers to try their skates on indoors with clean white socks and ensure they fit comfortably before taking them for a spin.
  
  As soon as the customer confirmed they wanted a REFUND (they had previously stated they wanted the used components returned to them after being reminded of our policy and informed of the damage fee) we issued their refund almost instantly. Screenshots are attached showing the timeline of when they confirmed they wanted a refund and when their refund was processed on our end. 
  
  Our returns process is completed through our online Returns Center, so there was absolutely no need for a phone call. However, we do explain in our voicemail recording that customers are welcome to email us to set up a phone consultation. This customer never waited more than 1 business day for a reply. We also explain in our Returns Policy that returns may take 5 business days to inspect and process. We notified them of the issue within that window. Our customer service team remained polite and professional despite the customer's hostility toward them. 

  Customer Answer

  Date: 09/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: Seller response is inaccurate. There are MULITPLE forums and reviews from buyers experiencing the exact same issues with this place. Item purchased on ****, received on ****. Skated in a polished wood rink floor two (2) times. How is a person to know if they are a "good fit" or not - unless they try. Wife complained they hurt her feet, tried to contact this company through phone - only to get a recording requesting to send an email. There is essentially NO customer service. RMA issued and product sent back right away on ****. They make you use their return label and charge you for it. No way to use your own at a better shipping rate. Package received on *** (tracking info provided.) Emailed them as to the status, multiple times, no response received. *** *** complaint filed, since this is how payment was made. Miraculously, an email reply was received within hours of complaint filed. Photos sent of some worn out wheels on the skates and scuffed toe stops. Toe stops i can understand, but the wheels ?!? That is NOT what was sent. Either the wheels were swapped, or they simply sell a sub standard wheel to show that much wear (nearly smooth/bald on 1 wheel). That much wear from 2 (two) uses ? I highly doubt and don't remember the wheels looking like that. My wife is a new skater and could never have done that much damage in two (2) skate sessions. The wheels in the image look like a year or more of use.

  Next, I receive a reply stating they will refund but must deduct for the wheels and toe stops - knowing they will turn around and re-sell them as new. Filed a complaint with BBB which elicited additional action on their part. As others have said, if I had not involved others - it may have taken much longer to even be offered anything. This place has some wishy-washy business practices and a non-existent customer service department. Hopefully other will read internet reviews and complaints before delving into a transaction with them and losing money. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/14/2023

  What in our reply was inaccurate?
  
  The customer admitted to using the skates twice. It does not take long for wheels and toe stops to show signs of use. Whether or not they personally find it ethical to return a footwear product after using it multiple times, this goes against our Returns Policy, period. It was their choice to ignore this policy. The skates arrived with scuffed wheels and toe stops, period. The skates cannot be resold as new. We have a Slightly Used section on our website for selling used skates at a large markdown, which these skates will be added to at $0 profit to our business. The customer's complaint is lacking in factual information and consists of assumptions and mischaracterizations. The customer was issued their refund. 

• Initial Complaint

  Date:04/14/2023

  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.

  On the **** of October I ordered skates that when arrived were not my size. I thought maybe the skates were faulty and later saw in small print on their website they stated you have to order a whole size up because the skates run small. I returned the skates within the 30 day window as policy on their website to receive a refund. I was forced to pay shipping/handling to return the skates on my own of $30. When they received the skates I was weeks after contacted on whether I wanted a refund or store credit. Of course I wanted a refund, why would I make sure to return within the time frame window for refunds? Because of a delayed response as I was out of country and their email got buried, I was told they would give me store credit and now refuse to refund. I have tried for a month to try to buy the skates in my size and their inventory/stock is faulty and is always out. If they had my size, there would not be an issue. However they refuse to provide a refund even after I returned within the appropriate window according to their policy. I need these skates now and if they can not do their due diligence of keep of having available stock across multiple skates in my size; they need to be honest and refund. They are holding my money hostage on an issue that is on their side. Date of transaction: **** ** October 2022 Amount paid: $350.83 Business committed to a refund if product returned in 30 days. Business failed to provide a refund and chose on their own to provide a store credit without my consent. Business has been ongoing emailing with me for weeks and still refuses to refund. Order Number* ******

  Business Response

  Date: 04/14/2023

  Unfortunately, the majority of the claims made by the customer in their complaint are categorically false. 
  
  Their order was placed on ********** and their return was not received until ********** Our policy explicitly states that returns must be received within 30 days to be eligible for refund to the original payment method. 
  
  The customer contacted us via email for the first time on ********, presumably as they were about to ship their return back. They noted they wanted to exchange their skates for a larger size. 
  
  We replied to the customer upon receiving their return **********) to notify them the the size they needed was out of stock. They were presented with 2 options: exchange for a different item or refund to store credit. As they missed the deadline according to our 30 day policy, a refund to the original payment method was no longer an option. 
  
  We did not hear back from the customer, so on ********* we issued them a refund in the form of store credit. 
  
  We offered to notify the customer directly as soon as the skates they want are restocked, which we explained will occur sometime around mid-May. They can use the store credit toward any item on our website if they don't wish to wait for the restock. 
  
  Screenshots of the communication between the customer and our customer service team are attached, as well as the Return Policy on our website. 

• Initial Complaint

  Date:04/03/2023

  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.

  I placed an order that was marked delivered but the delivery person didn’t actually deliver it. Via *** , I went to rollerskate nation and they were basically like oh well not my problem. Bad customer service as this is not my fault either. They told me I’d have to wait 10 days and after a claim is filed with *** and it’s not fair to me the consumer to have to wait on that when again, it’s not my fault. My order was for pink sure grip skates total 140 and I want my money back now.

  Business Response

  Date: 04/03/2023

  It appears our customer service team is doing everything they can to resolve this issue for the customer, and has been very responsive. Unfortunately, while our company shipped their order on time, they claim *** did not deliver it. We filed a claim with *** as soon as the customer informed us they did not receive their package (which *** marked as delivered). At this time, we are awaiting the result of the investigation, which can take up to 10 business days. If *** concludes the customer's package was not delivered, we are happy to issue a refund as we have explained to this customer. 

  Business Response

  Date: 04/11/2023

  The customer has unfortunately mischaracterized our customer service team's handling of their issue. Our response was quick and empathetic. They were immediately offered a replacement order at our expense, despite us having no proof yet of their order being lost. They denied the replacement. Due to them wanting a refund, they were simply told they needed to wait on the result of the *** investigation before we could issue their refund. The investigation concluded, and their refund was processed on ***. 

  Customer Answer

  Date: 04/12/2023

  
  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:01/09/2023

  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.

  Order ******* 1 product totaling $165.99 Order Placed 7th *** 2022 Last Update 19th *** 2022 was supposed to exchange denied exchange asked to sent back instead received partial refund $70.00 i Would have been okay if they had charged me a reasonable cleaning fee, but these were in the same condition i received them in minus dog food being with them in the return box. I also talked to someone else on thier chat website and they said they were still being returned, but then they just partially refunded me without consent and never replied to my last email. i am looking for the rest of my refund of 95.99 that way i can order my son a new pair of skates from a better more helpful company. i provided our email transactions.

  Business Response

  Date: 01/09/2023

  The customer was informed about our returns policy multiple times before they initiated their return. 

  Attached is an email reply from our team reminding them that we reserve the right to deduct a 20%-50% damage fee if the product is returned in used condition.

  Attached are photos of what we received from the customer. There was a significant amount of dog food inside the product box that was returned to us. There were also scuffs on the wheels and boot. The skates cannot be resold due to the condition they were returned in. 

  For these reasons we are unable to issue a full refund to this customer. 

  Customer Answer

  Date: 01/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I asked for th3 skates to be sent back and you refunded partial anyways. I even confirmed that they would be send back via chat messenger.
  
  Sincerely,
  
  ***** *****