Complaints

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

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• 

  Wilson Sporting Goods Co

  130 E Randolph St Ste 600 Chicago, IL 60601-6164

• 

  Wilson Sporting Goods Co

  8750 W Bryn Mawr Ave # 2 Chicago, IL 60631-3721

• 

  Wilson Sporting Goods

  4600 Roberts Matthews Hwy Sparta, TN 38583-5210

• 

  Wilson Sporting Goods Co

  108 Cherry Hill Dr Beverly, MA 01915

• 

  DeMarini

  6435 NW Croeni Rd Hillsboro, OR 97124-8516

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:02/16/2023

  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.

  The team shop staff is an embarrassment to all customer service staff. Have been sent multiple wrong items and even when receiving a replacement items theyve sent different shades of jersey for players on the same team. Will not assist in any manner

  Business Response

  Date: 02/17/2023

  Hello,

   

   As of this morning (02/17/23), the Team Shop Consumer Team has been in touch with the consumer and is working on a solution to the issue.

   

  Regards,

   

  Wilson Consumer Team

• Initial Complaint

  Date:02/08/2023

  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 glove for my partner's anniversary since he plays in college. This was the name of the glove: 2023 A2K D33 ***** PITCHERS BASEBALL GLOVE and it cost $360.36. When he opened the glove on our anniversary and started using it everything was fine. Turns out we received the COMPLETELY WRONG MODEL GLOVE. I never noticed because I am not a baseball player and I just ordered the glove that my boyfriend said he wanted. As soon as we realized we contacted Wilson. They have ghosted us and are not responding. I called and emailed on January 20 and February 2 to get this resolved. The customer service representative said she would get back to me and never did, it has been over a week. I am about to do a credit card chargeback. They sent me the WRONG PRODUCT and refuse to do anything about it. I do not have the time to be going back and forth with customer service. Horrible customer service and a horrible company, never order from them!!! My boyfriend has had 6 Wilson gloves throughout his entire lifetime. Never again. I want the glove I ordered or a refund.

  Business Response

  Date: 02/09/2023

  Hello,

   

  Per the emails below, the Wilson Consumer Team is waiting on pictures in either JPEG/PDF file format from the consumer.

   

  FEB. 02: 

  Hi Elyssar,
  
  Good morning,
  
  the screen shot came through viewable, but our system does not allow us to open or see "heic" files. Please resend the photos in either jpeg or PDF format so that we are able to view them. Let us know if you have any remaining questions or concerns by directly replying to this e-mail.
  
  Kind Regards,

  ******
  Consumer Experience Team

   

  FEB. 09:

  Hi *******,
  
  Good morning, we sent you an email on February 2nd asking for the photo's to be sent in JPEG/PDF file format because our system can not open or view HEIC formatted photos. We see your reply back, but see no attached photos in the reply. Please reply back directly to this email with the photo's in either of those formats. Let us know if you have any remaining questions or concerns by directly replying to this e-mail.
  
  Kind Regards,
  
  ******
  Consumer Experience Team

• Initial Complaint

  Date:01/17/2023

  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 twice attempted to place an order for *** receiver stretch fit gloves Seahwaks Adult). I received a comfirmation number both times I placed the order. I only placed the second order because i never received the first one. Yet when I called and emailed to ask what was going on. I was told that I never placed the first order. When I asked about the second order. They told me that it was canceled. Yet nobody could give me a straight answer as to why. My son was so looking forward to the gloves. I was also looking to order a new baseball glove for him for the upcoming season. But now I'll be looking elsewhere to purchase it.

  Business Response

  Date: 01/18/2023

  Hello,

   

  Our apologies for the issue with your order. When possible, would you please provide the order number that starts with 'WILUSEN'. Once we have that, we will research the status of the order and provide an update.

   

  Regards,

   

  Wilson Consumer Team

• Initial Complaint

  Date:12/26/2022

  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 ordered a 49ers football as a gift for Christmas which they charged my card and emailed me confirmation number but they say I never placed the order !

  Business Response

  Date: 01/03/2023

  Hello,

   

  Our apologies for the incorrect communication. According to *** tracking number 1Z750Y1V0328840997, Wilson order # WILUSEN1079159 is on the way, due for delivery today Jan. 03 by 9pm.

   

  Regards,

   

  Wilson ******** Services Team

• Initial Complaint

  Date:11/15/2022

  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 have filed a complaint with Wilson on the BBB and the Wilson customer service team has committed to resolve the issue for me. But after I agreed with BBB's solution, Wilson didn't do anything. Then I had to call Wilson service again and was told Wilson would not cancel the order and the tennis rackets were in transit.The following is the filed complaint which has been filed on BBB """On October 28, 2022, the day after I placed my order on Wilson.com, I contacted Wilson ******** Services to cancel the order. At that time, *******, the customer service lady, told me that the order had not been processed and she couldn't even find any information about what I ordered. She assured me that my order would be cancelled and I would get a refund. Two days later, I tried to contact Wilson on October 30 to confirm the cancellation, but got no response. Since I still hadn't heard from Wilson until November 11th, I called customer service to find out what was going on. Then another customer service person, ****, told me that I couldn't cancel the order because the custom product was already made.Throughout the process, I contacted Wilson promptly and told Wilson to stop it, but Wilson's unprofessional and inefficient communication between their internal departments led to my dilemma. As a customer, they made it sound like my fault and forced me to buy and receive it. I felt very uncomfortable being treated like this as a customer and asked ********************** to give me a refund. My order #WILUSEN0845991 My Wilson enquiry#******** """I have attached a copy of the email and the first BBB complaint to this case. I was very disappointed with Wilson's customer service and couldn't believe that Wilson as a well-known and large company would not follow through its promises to customers. The order status on the Wilson website is now: Shipped and cannot be returned. However, Wilson customer service even recommended to return it after receiving. Please give me the final solution asap.

  Business Response

  Date: 11/17/2022

  Hello,

   

  Our apologies for the poor communication and service by the Wilson Consumer Support Team. Per the request, the order has been refunded and the Consumer Support Manager will be reaching out to discuss further.

   

  Once again, sorry for the hassle.

   

  Regards,

   

  Wilson Consumer Support Team

• Initial Complaint

  Date:11/11/2022

  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.

  Ordered on November 1, 2022 for Pro Staff 97L v13 Tennis Racket, Order # WILUSEN0861459 on your website Called four different times, and three of them gave false answers "it'll ship in 2-3days", "it'll ship tonight". These are just lies because nothing got shipped. One follow back with an email but didn't tell me when it will ship or not. I am spending time and money on a product that I already paid for. Initially, the page said it will arrive on November 2, 2022. Now it just doesn't have dates at all. Even if you are busy with your "increased demand", that is no reason to lie to your customers repeatedly and delay for two weeks(or who knows how long it will be)!

  Business Response

  Date: 11/15/2022

  Hello,

  Firstly, we apologize for the delay and inconvenience with your order WILUSEN0861459. It was not our intention of misinforming you. Strung racquets have a regular lead time,and this did change due to the racquet sale recently.
  
  We have some orders that are experiencing the same trouble as yours and again, we do apologize for the trouble caused. This was never our intention, nor was providing any unclear information.
  
  Unfortunately, due to a stock allocation error, the order was ultimately cancelled as the order could not be fulfilled. The order has been fully refunded and you should see that back in your account in the next few business days, if you haven't already.
  
  As you will notice on the website, we do not currently have any stock for your grip size in the Pro Staff 97L and do not have a re stock date at the moment. We kindly ask that you place a new order for another racquet, and once it ships, we will refund the difference in order to match the price for your previous order WILUSEN0861459.
  
  The warehouse is getting back on schedule with strung racquet orders and we will make note of doing our best to expedite your new order.
  
  

  Regards.

   

  Consumer Services Team

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18392474
  
  I am rejecting this response because: 

  Hello thanks for you message. I ordered Order # WILUSEN0861459, please price match and expedite the shipping as you promised. I will accept the response once I receive the price match and the racket. 
  
  Sincerely,
  
  **********

  Business Response

  Date: 11/22/2022

  ******************* # WILUSEN0861459 was the original order which was cancelled and refunded. Has a new order been placed and if so, what is the order number so we can mark it for expedited shipping.

  
  
  Regards,
  
  Wilson ******** Services Team

• Initial Complaint

  Date:11/02/2022

  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 October 28, 2022, the day after I placed my order on Wilson.com, I contacted Wilson ******** Services to cancel the order. At that time, *******, the customer service lady, told me that the order had not been processed and she couldn't even find any information about what I ordered. She assured me that my order would be cancelled and I would get a refund. Two days later, I tried to contact Wilson on October 30 to confirm the cancellation, but got no response. Since I still hadn't heard from Wilson until November 11th, I called customer service to find out what was going on. Then another customer service person, ****, told me that I couldn't cancel the order because the custom product was already made.Throughout the process, I contacted Wilson promptly and told Wilson to stop it, but Wilson's unprofessional and inefficient communication between their internal departments led to my dilemma. As a customer, they made it sound like my fault and forced me to buy and receive it. By the way, before I wrote this complaint, the status of *** shipments was still just creating labels.I felt very uncomfortable being treated like this as a customer and asked ********************** to give me a refund.My order #WILUSEN0845991 My Wilson enquiry #********

  Business Response

  Date: 11/03/2022

  Hello,

   

  Our apologies for the miscommunication on our part. Per the ******** Services Supervisor, the order will be refunded as requested. Once again, sorry for the poor service by the team.

   

  Regards,

   

  Wilson ******** Services Team

  Customer Answer

  Date: 11/04/2022

   
  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. But so far, I haven't received my refund yet and the latest email sent to me from Wilson said that the order won't be cancelled. 

  Please confirm the cancellation request and let me have a email for the updates.

   

  Thanks,

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/24/2022

  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 ordered a product from Wilson.com last week on Wednesday, October 19, 2022. When placing my order, I selected expedited 2-day shipping. The estimated delivery date shown to me was Friday, October 21, 2022. I needed this product for the weekend and was willing to pay for the expedited shipping because of the estimated delivery date. On Thursday, October 20, I received a notification that my order was shipped but would not arrive until Monday, October 24, 2022. I wrote to customer service at ********************** for a refund for the expedited shipping since it did not come on the expected date I saw during the checkout process. The only response I received was an explanation of their shipping policy, which indicates that based on my order time on the 19th, I was not eligible to receive the item until Monday, October 24. I told them that while I understood their shipping policy, that was not what was shown to me during checkout. I would not have paid the extra cost to get the product on Monday. They refused to give me back the $19.50 I paid for 2-day shipping that took five days. I want to be refunded for the shipping.

  Business Response

  Date: 10/26/2022

  Hello,

  Our apologies for the shipping refund issue. Per the ******** Services Supervisor, the expedited shipping charges have been refunded.

  ******** Services Team

• Initial Complaint

  Date:10/10/2022

  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.

  I purchased a Wilson Triad Five Racquet about a year ago. I was told when trying to restring my racquet that the grommets were broken and need new ones. I reached out to Wilson customer service to identify a way to buy this part. They not only do not have this part but the list of retail companies they referred me to also doesnt have this part. In addition, I just learned from an online retail company that this grommet for this racquet has been discontinued even though this racquet is still available for sell everywhere. I believe this is like consumer fraud since they are selling this racquet with no way of restringing the racquet overtime.

  Business Response

  Date: 10/19/2022

  Hello,

   We have offered a 40% discount toward the purchase of a new racquet which has been refused. The racquet is from 2017 and the customer does not have the receipt. Furthermore, we no longer carry grommets for this racquet. We will not be able to offer any other solutions to the issue besides what has been stated previously.

   

  Regards,

  Wilson Consumer Services

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18195368
  
  I am rejecting this response because the fact that my racquet was purchased in 2017 is why this replacement grommet is necessary.  Wilson continues to manufacture and sale a Wilson Five with the same grommet.  Customers needs this replacement part available for sale so they can maintain usefulness of the racquet.  This not only avoid environmental waste but also much lower cost that a new racquet.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/02/2022

  Hello,

  We would like to continue providing accessories for many of our items. However, as the sports industry evolves, so does design and materials. As we strive to continue pioneering in many sports, it is simply not possible to keep manufacturing some of the accessories for items after a certain amount of years. We would not be able to innovate while continuously producing every accessory for the hundreds of different articles that we may have even sold by the millions, years after that particular model has been discontinued. We always provide parts for a certain amount of years, and as admirable as environmental mindfulness on behalf of our customers part may be, the ecological impact of us continuing to manufacture all parts for all products new and old, would be far more devastating for the environment. We simply cannot accommodate every product's accessory substitution half a decade later, even though we do try to stand behind our products and customers. Grommets are not interchangeable between the different models.

  Wilson Consumer Support Team

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service 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 bought a Wilson golf set from Amazon My pitching wedge broke after using it once. I contacted Wilson through email for a warranty claim. After numerous repeat email from them asking the same questions. They told me they were sending a new one. Weeks go by. NEver received. I emailed them again. They told me none was available. Till this day no contact, nothing. I could have exchanged the whole set through Amazon because it happen within 30 days but decided to go through Wilson. Nothing. From there. Im looking either for my money back or the product. **************** is horrible. Please help This has been going on since beginning of july

  Business Response

  Date: 10/03/2022

  Hello,

   

  Our apologies for the lack of communication regarding the broken club. A replacement order has been entered and has started to process in the warehouse. The club should ship out in the next 2-3 days.

   

  Regards,

   

  Wilson Consumer Support Team