Business Profile

Sportswear Manufacturer

Wilson Sporting Goods Co

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Wilson Sporting Goods Co's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

107 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:06/30/2023
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.
This complaint is regarding my inability to have an online order processed. After three conversations with 2 CSRs and a complaint email, no resolution has been provided, nor has the intention to solve the problem been shown. For context, on 18/06/23 I placed on online order #WILUSEN1603516, but was canceled without receiving a notice. Further, on 19/06/23, I placed an identical order #WILUSEN1607629, which was subsequently canceled as well. Later that day, I placed another identical order #WILUSEN1608733, again canceled without notice. All these order had been under my email *********************** and paid using AMEX or PayPal, methods extensively used on numerous platforms without ever encountering any issues.It is extremely important to mention that no solution has been provided either via phone or email on why my online orders are being canceled. Both CSRs hid under the opaque statement that Wilson's "automatic system" conducts various "checks" and if it finds discrepancies in billing/shipping addresses and/or the payment method, it will cancel the order without sending a notification.Their wording on each occasion led me to believe that they do not want to have me as their customer. And this belief is corroborated by the fact that some time ago I successfully placed an order on their platform, that is #WILUSEN1611763, using the same billing/shipping address and paid using the same PayPal account.However, I requested a return on that order and most likely due to that I had been flagged as an undesired type of customer and permanently been blocked from ever placing an order online.In conclusion, I would like to understand each cancelation reason and be able to successfully submit online orders and have them processed and delivered as before.
Business Response
Date: 07/10/2023
Hello,

Our apologies for the cancellation issues. We have a team of specialist who manually review orders with non-matching information and also use ID ecommerce verification software. Due to the provided information not matching, the orders were cancelled. However, the ******** Services Supervisor has agreed to add you to the safe shopper list once the correct information associated with the payment method has been provided.

Regards,

Wilson ******** Services
Customer Answer
Date: 07/13/2023

Complaint: 20261475

I am rejecting this response because:
The response provided highlights further the untrustworthiness of this companys customer support team.

To be more specific, part of the explanation provided alludes to orders being manually reviewed by a team of specialists. This aspect fully contradicts with what I had been repeatedly told by the 2 customers agents I interacted with via email and phone. For clarity their names are ****** and ********* and both asserted that Wilsons order checking system is fully automated and no individual is able to interact with it.

Furthermore, shortly after receiving this response, another agent, ****, contacted me via email proposing a similar solution to the one outlined previously. However, after I repeatedly asked her, she eventually confirmed categorically that their system is fully automated (see attached).

Secondly, it is important to note that the responsible team started to provide solutions only after an official complaint had been made here with BBB. However, not even the slightest intention to offer a solution was shown during any of my previous interactions with the 2 agents, even after I asked multiple times for one. Each time I was encouraged to resubmit the order but always given the impression that the next order will eventually fail. When asked **** repeatedly why a solution had not been provided before, each time, she refused to provide a pertinent answer.

Considering all these aspects, I am certain that all the facts now indicate that I was undoubtedly blacklisted by Wilsons ** team, meaning that I will never be able to have a successful order placed online. Had not been the case, a solution would have been provided during the first, or at least second interaction. To have three consecutive requests for a solution and none to be provided, I assume that it clearly indicates their unwillingness to have me as their customer.

The mere fact that the ** team has ability to impose such measures, which I am quite sure are unknown to upper management, makes me believe that some things must change within this company. Moreover, their actions just made Wilson liable.

In conclusion, taking into account all these facts, I have completely lost my trust in this team and am unable to accept a solution based on pure promises.

Sincerely,
****************
Business Response
Date: 07/17/2023
Hello,

Per the ******** Services Supervisor, orders go thru an automated review system. When multiple orders are entered with different credentials, the automated system flags the order and sends it to our team for a manual review. We put this in place to protect both us and the consumer. We do appreciate your feedback and will do do our best to improve our service.

Regards,

Wilson ******** Team
Customer Answer
Date: 07/21/2023

Complaint: 20261475

I am rejecting this response because:
It did not address my issue at all. Instead a generic answer was provided while completely ignoring the main issue.
The last answer only proves the numerous lies I was presented to by all CS representatives and confirms that there was indeed human interaction in cancelling my orders as was first suspected.
Thus, my point is proven that the poor customer service received from both representatives I interacted with was intentional. As I previously mentioned, all facts indicate that there was no actual interest to resolve or at least mitigate my problem. Had there been any, a solution would have been proposed if not during the first phone call, at least during the second or third call. The attempt to explain this occurrence due to ***s' inexperience (as per their last direct email) does not stand since ******, the *** I talked to twice, confirmed that he has been working for 4 years within the same team.
In conclusion, I would like to understand which is the actual reason behind the poor customer service I received and no one has attempted to solve my problem before I asked for BBB's assistance?
Sincerely,
****************
Business Response
Date: 07/25/2023
Hello,

Our sincerest apologies for the poor customer service. It was never our intention to appear uninterested in addressing the problem or to blacklist you from purchasing any of our products. Unfortunately, the CSRs in question were not aware of the backend procedures involved in the verification systems. In previous email correspondence, the ******** Services Supervisor had agreed to add you to the safe shopper list once the correct contact information associated with the payment had been provided. If youd like, we can add you to the list.

Regards,

******** Services

***************************
Customer Answer
Date: 07/31/2023

Complaint: 20261475

Since this is the most pertinent answer I have received so far and also the one only acknowledging of the situation I have been put through, I am willing to accept it once it is confirmed that I can successfully place orders on Wilson.com.
Since order #WILUSEN1611763 was placed successfully and the package delivered, CSRs can use those details to ensure the addition.
Thanks in advance and I look forward to receiving an update.
Sincerely,

****************
Business Response
Date: 08/01/2023
Hello,

The ******** Services Supervisor will reach out to confirm the correct contact info. Once received, you will be added to the Safe Shopper list. Once again, our apologies for the inconvenience.

Regards,

Wilson ******** Services Team
Customer Answer
Date: 08/03/2023

Complaint: 20261475

I am rejecting this response temporarily until I receive the confirmation that the issue has been resolved.
As per the answer received from the company, I am providing below the same exact information used when placing order #WILUSEN1517593 which was actually shipped and delivered successfully.
For clarity, the information is provided below:
- Name: ****************** (alias for shipping)
- Address: *******************************************************************************************************
- Billing: **********************************************************************-2010,cUnited ******
- Email: ************************
- Phone:**************
- Payment: PayPal

Sincerely,

****************
Business Response
Date: 08/04/2023
Hello,

The ******** Services Supervisor has replied back to confirm being added to the Safe Shopper list.

Regards,

******** Services Team
Customer Answer
Date: 08/04/2023

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:06/20/2023
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.
We ordered a custom baseball bat through DeMarini on their website on April 9, 2023. Estimated ship date at time of order was 3-4 weeks. There is no communication from company about status of order, so I am constantly checking for updates on the site using my order number. Order states processing every time I search. Called company 2x and they are not able to provide any info. After searching again after 4 weeks, estimated ship time changed to 6-8 weeks with no communication from company that ship times had changed. I have continually been in contact with the company asking for an update or status of order, and consistently been told its processing, we cant offer any other info. After many attempts, finally spoke with a rep who told me that on May 26th there was an issue with the paint on the bat and the company wont release until its 100% clear to ship. She provided info stating that it would be an additional 3 weeks from May 26 to ship, making the ship date to be June 16th. It is June 20th and order still shows processing. We are officially in week 10 and still no answers about a $500 bat.
Business Response
Date: 06/21/2023
Hello,

Our sincerest apologies for the delayed production and delivery for the custom bat. Per the ******** Services Supervisor, we will be refunding 50% or the order once it ships. Production team has been notified of the issue and to rush the order. **************** will be reaching out for updates on production. Once again, sorry for the hassle and inconvenience this has caused.

Regards,

Wilson ******** Team
Initial Complaint
Date:06/07/2023
Type:Sales and Advertising 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 custom goods bat for my son (high school junior) in February 2023. On April 15th the end cap broke off during batting practice. We sent the $430 bat back to demarini. After three weeks I reached out to demarini with no answer. Four emails later someone responded asking me to stop emailing and they were processing our order. I asked about an ETA and no response. Four weeks later and four more emails to Demarini and still no bat. I cant find a phone number and have asked to talk to someone but nothing. The season is over and now summer travel ball has begun. We had to purchase another bat from the store and we are 100% frustrated and upset with the lack of customer service. You would think for the price of the bat we would get better service. Id rather have a refund than get another demarini bat but if that isnt possible is there a chance we can get the replacement bat soon. This has been the worst experience ever.
Business Response
Date: 06/08/2023
Hello,

Our apologies for the bat issue. The ******** Services Supervisor sent an email stating the warranty claim has been approved and has requested the custom replacement choice. The Supervisor has provided the direct phone number to call.

Regards,

******** Services Team
Initial Complaint
Date:05/26/2023
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.
Hello, on Thursday March 16th I purchased a custom A2000 Glove from Wilson. When I finally received the item 1 month late, I was told the color scheme is illegal across the country in *********** and Youth. Wilson as a glove maker should have known this and left a notification to check rules before ordering, as this color would be illegal for 99% of people buying it! They are refusing to do a return, leaving me a single father supporting my child alone on my own income with a $476.95 useless glove, that hasn't been used once. At first, I asked to do an exchange, at this point their terrible customer support have eliminated that that, as I have already purchased a custom glove from a company that has a better track record for customer service. At this point I would like to return for a full refund. As I am sure this company will refuse this, I would like to move on to litigation upon denial.
Business Response
Date: 05/30/2023
Hello,

Unfortunately, league specifications/requirements may vary and it is not our responsibility to ensure the custom glove purchased will meet your league specifications/requirements. However, the ******** Services Supervisor has sent the customer an email with a return label to ship the glove back for a full refund.

Regards,

Wilson ******** Team
Customer Answer
Date: 05/30/2023

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:05/26/2023
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 April 7th my daughter ******* (15) created a custom 2.0 EvoShield 2 piece elbow guard pic included. It was ******* red and had black accents we reviewed the item before purchase because they do not allow refunds or exchanges on custom products. We waited 7 weeks and today 5/26/23 we received the elbow guard and my daughter cried. The actual elbow guard was black/gray and was orange it did not look anything like what we ordered. I contacted EvoShield and showed them pictures of what we ordered and what was saved on their site via the cookies of my computer and they did nothing. I did not pay almost $138 for the wrong product. They did however get the straps right. I would like the elbow guard redone or my money back asap
Business Response
Date: 05/30/2023
Hello,

The ******** Services Supervisor has reached out to the customer and provided a full refund for the product.

Regards,

Wilson ******** Services Team
Initial Complaint
Date:05/25/2023
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.
The Demarini "The Goods" bad has a structural defect. My son is on a high school baseball team and there have been 3 other players on his team with the same model bat as his that have all failed at the handle junction. It is called telescoping. You can see multiple videos online of this failure with the same model. I bought a $500 bat and expected a product that wouldn't fail under normal use. The bat is out of warranty and I understand that. With the Covid pandemic and school closures, it probably has only seen 50 or less high school football games. I am very disappointed, and feel like ******** knows there is an issue and hasn't recalled the product. I feel like they are hoping to get past the warranty period so they don't have to stand behind their product.
Business Response
Date: 05/30/2023
Hello,

Our apologies for the issue with the bat. Unfortunately, we can not find any correspondence in our system. Please select either the warranty or contact addresses below and paste into a web browser. Although the bat is out of warranty, the form can still be submitted. This way we can enter the customer information into our system and communicate properly. We'd like to help, but need more information.
Warranty form: ***********************************************
Contact form: *******************************************
Regards,

Wilson ******** Services Team
Initial Complaint
Date:05/17/2023
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.
Order Number WILUSEN1343105. My confirmation email says SHIPS 6-8 Weeks and order was placed 3/23/2023. 8 weeks is 5/18/2023 and Wilson does not even have a tracking number. I have disputed the charge with my bank and want a full refund so I can go buy a glove in person. This whole process has been aggravating and has ruined my experience with Wilson, I would expect a lot more urgency on a $434.95 Custom Glove Order. I want a refund, I did not agree to delayed shipping.
Business Response
Date: 05/19/2023
Hello,

Per the ******** Services Supervisor, the order has been received from our oversees distributor and is being processed for shipping. The glove should ship out of the ********* warehouse facility to the consumer either today or Monday.

Regards,

Wilson ******** Services Team
Customer Answer
Date: 05/19/2023

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:05/08/2023
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.
5/8/23- Purchased 2 size 6 womens basketballs. Received 1 size 6 and 1 size 7 (mens). Emailed customer service. They requested proof it was sent in error. I provided a photo of the ball and its size label. The ball was used in a game and removed from its original packaging before it was known to be a mens ball not a womens. Wilson requested I return the ball and provided a shipping label and directed me to drop it off with **** Upon receipt they indicated I would be refunded. In order to obtain the correct ball I must place a new order. The nearest *** drop is 17 miles from me and a 30 minute drive. Its basketball season and as a coach I do not have the luxury of spending an hour in the car to get a single basketball sorted out. I needed a size 6 ball ASAP not a task list of actions to return a ball and another week of waiting for a new order to be received. Our program spends thousands on basketballs each year; this colossal waste of time on Wilsons part just earned Spalding a new customer and basketball program to supply ball for.
Business Response
Date: 05/09/2023
Hello,
Our apologies for the for the shipping error on our part. Per the Consumer Team Supervisor, a new order has been entered for the size 6 women's basketball and has been marked no charge. The order should ship out of the warehouse in a few days. Regarding the men's basketball, do not worry about sending it back.
Once again, sorry for the hassle and inconvenience this has caused.
Regards,
Wilson Consumer Team
Initial Complaint
Date:04/13/2023
Type:Order 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 Wilson A**** first base softball glove for my daughter in November ****. I spent $280 for the glove. It is very stiff and cannot be broken in. Shortly after purchasing the glove, Covid hit and shut the country down. As a result, my daughter was not able to play. Shes back playing and weve tried everything to break the glove in. It is impossible for anyone (adults too) to squeeze the glove shut to catch the ball. The glove is in excellent condition since it has never been used. I filed a warranty complaint with Wilson but the response I got stated that they were happy that Im enjoying the glove. I wrote back stating again the glove is defective but have not heard anything. I am just looking to exchange it for a similar glove or money towards the purchase of another $280 glove.
Business Response
Date: 04/14/2023
Hello,
Unfortunately, the limited glove warranty does not cover issues with break-in. On the Wilson website under Baseball, How to Break in a Glove, there is a 7 step break-in process. Also, it is highly recommended to watch the video presented by glove master *******. Over a 40 year period, *** has perfected the glove break-in process and has worked with hundreds of Major League Baseball players to shape their glove. We realized breaking in a glove can be difficult and hard work. However, following ***'s steps and quite a bit of playing catch, the glove will soften to the player's liking.
Regard,
Wilson ******** Services Team
Initial Complaint
Date:04/13/2023
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.
On March 3 I ordered my daughters softball uniform from Team Shop which is the custom division of EvoShield by Wilson Sporting Goods Co. Order # WTSUSENO360247. All of her teammates ordered a day or so before or after my order. Around April 3 most of the uniforms have been received by her teammates so I called on April 11 and was informed that the uniform should have shipped April 3 and that there was no further information other than it has not shipped. Wilson initiated a enquiry # (********) on April 11 and told I would receive an email response within 24 hours. I have NOT received an email or any response and have called back twice and have just been told the order was Escalated and there was nothing else available. Suddenly the entire order disappeared from my Team Shop account! Luckily I saved the order received email.
Business Response
Date: 04/14/2023
Hello,
Our sincerest apologies for the poor communication and execution of your order. Unfortunately, an technical system error on our end held up the order from processing. A full refund has been submitted and a replacement order has been entered at no charge. The custom team is expediting the order and will ship asap. Once again, sorry for the hassle and inconvenience this has caused.
Regards,
Wilson Consumer Team

Customer Answer
Date: 04/20/2023

Complaint: 19931658

I am rejecting this response because:
I have still not received refund or uniform as agreed. I received notice of refund on 4/12 and estimated delivery of uniform on 4/23. I want to keep this open until Wilson fulfills their agreement.
Sincerely,

***************************
Business Response
Date: 04/24/2023
Hello,
Per *** tracking, order is due for delivery Monday April 24th. Full refund has been submitted 04/14/23 which can take 4-7 business days to reflect on statement.
Regards,
Wilson ******** Services Team

Customer Answer
Date: 04/24/2023

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,

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

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Wilson Sporting Goods Co is NOT a BBB Accredited Business.