Complaints

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

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  Recycled Firefighter

  2200 Ampere Dr Louisville, KY 40299-3890

• 

  Recycled Firefighter

  2220 Ampere Dr Louisville, KY 40299

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:01/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Jan 16, 2025 I paid $34 for a wallet. A few days later I checked the website and found a tracking number indicating item was ready to be picked up. I never received an email confirming shipment and the tracking has no updates. This company insists they shipped the item but I contacted USPS directly and they confirmed that it was not picked up by them. Recycled Firefighter generated a tracking number but never shipped my wallet.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 7th i placed an order for 2 flags during a BOGO sale. I never received shipping information or confirmation. When I reached out via ******** he replied instantly and did so for about 2 weeks. However when my order showed up incomplete he made excuse after excuse. I have sent two emails to the email provided on the website and no response. Thursday 11/8 he told me he would get me shipping info the next day for my item. He never replied and does not respond anymore. He is also deleting comments on his ******** page regarding the issue. I see others have also had an issue with him taking money and not sending flags. I would like to be refunded for the entire amount as I never received what I paid for and this company shouldn't be allowed to continue to sell if they're just going to take people's money and never send the order.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Purchased two 12 hour bags as part of the heavily advertised BOGO deal. I have purchased from them in the past but these bags do not match the item description. I bought with the intent to use as a small hiking day bag because of the advertised durability, small size and hydration hose port.
  
  The bags delivered must have been an old version and they used the sale to unload old or poorly made bags because they lack the port and the strap spacing does not match any of the item pictures. They feel like a cheap knockoff replica. After initial cobtact with support they went silent.

• Initial Complaint

  Date:03/27/2024

  Type:Billing 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.

  Paid 49.09 on March 18, was told was a fraudulent charge sold they refunded me back ,44.10 on March 22. So I was penalized 4.99, I'm assuming a restocking fee? This was never even shipped,? I'm wanting a different wallet which is 10.00 less, @ 39.99, so can I not have my original discount code and pay 34.00 , go ahead and use the 4.99 that I've already paid and ship,? @ a cost of 38.99?

  Business Response

  Date: 03/30/2024

  On March 18th 2024, ** ******* ** ****** ordered a wallet from us (*******) but our system flagged it as fraudulent and canceled it with a refund.  However, the shipping fee of $4.99 was not refunded back which prompted *** ****** to contact us about it.  A refund was initiated on 3/27/24 for the $4.99 shipping fee. As per the screenshot above, this will allocate to his original payment method by 4/1/24.

  Customer Answer

  Date: 04/01/2024

  
  
  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,
  
  
  
  ******* ***** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/26/2024

  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.

  On 12/31/2023 I placed order number ****** as of 2/24/2024 I have not received the complete order after 5 or 6 emails to them 4 have been answered with excuses and thanking me for my patience i used the live chat link on there website both times I was told to email them which I did again received excuses and thanks for my patience was told they don’t work on weekends and holidays with that and in mind it has been 37 business days I have been waiting for them to complete my order, on there web sight they state the product is in stock and ready to ship I would appreciate your help in resolving this issue I just want the rest of my order delivered. Thank you

  Business Response

  Date: 02/26/2024

  We were having issues with **** delivering our pallet of flags to our fulfillment center in KY these last few months which is causing our flag orders to be extremely delayed.  At this point, we will refund the item in question to the customer as we are unfortunately still waiting for items.  Thank you!

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as I stated in my complaint I wanted the item shipped I still want the item shipped and reject the refund offer If they insist on a refund then I will e mail the attorney general the federal trade commission and any one else I can think of who will investigate why the shipping process is taking so long and again may be it’s time to remove the in stock ready to ship advertising on there website if a refund is inevitable then I expect a full refund of the whole order not a partial 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 02/29/2024

  Hello,

  The refund has been completed on 2/26/24.  It is partial because the orange wallet was already delivered (screenshot attached with tracking information) and customer used a discount code ********* which gave him a 50% discount to his entire order.

  Customer Answer

  Date: 03/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s ironic you bring up what was delivered when this is all about what you FAILED to deliver another interesting point you brought up is I purchased the flag on promotion of half price which I believe is why you decided not to deliver it you held my money for 2 months I heard not a word from you till I started emailing live chat and ultimately asking better Business Bureau to help all you had to do was deliver what was paid for unfortunately I’m not alone as there are numerous complaints about your customer service questionable business practices and quality of your products 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/02/2023

  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.

  After exploring the site, and reading all the propaganda from the owner, I decided to make a purchase. The site boasts shipping within 24-48 hours, and in no case later than the same week of purchase. After 72 hours, and no confirmation of shipment, I contacted the company the only way they allow, via an email eform on their site. It took more than a day to get a response which indicated their shipping partners usually ship in 3-5 days, but sometimes it can take longer. First act of deceptive business practices.
  
  Two days later I hear from customer service that the item I ordered is out of stock but that they would either provide me with a different one from the back stock that they’re struggling to sell, or a refund. However, the item I purchased still remains for sale on their site almost to weeks later. Second deceptive business practice the old bait and switch.
  
  I asked if they could send me a different model and refund the difference in price. This was multiple days ago. I have followed up everyday since with no response. Now nearly two weeks later I’m no closer to receiving an acceptable item or a refund. All I’ve gotten in two weeks is the run around, deception, and exceptionally poor customer service.

  Business Response

  Date: 06/02/2023

  This customer completed a purchase through our Recycled Firefighter website on 5/20/2023 @ 9:57pm which is a Sunday.  Based on our website's shipping details we do not ship on the weekends, and it take 24-48 hours for orders to "process" and we strive to ship within the week the order was made.  An email was sent to our customer support on 5/23/23 asking for information which therefore was answered on 5/24/23 that shipping is typically between 3-5 business days. An email was sent to our shipping partners to inquire on the status and it was concluded that this wallet was oversold due to the option to "not sell when out of stock" was not checked.  An email was sent to the customer apologizing for the error on 5/26/23 and an offer for an exchange of a different color or a refund was given. The customer inquired as to what the other colors looked like the same day but unfortunately, 5/26/23 was a Friday and pictures were sent to her with the examples on Monday, 5/29/23.  Just a reminder that 5/29/23 was Memorial Day and our website also had a flash sale (in honor of Memorial Day) during the weekend. Our shipping partners are also closed on the weekends and Monday due to the holiday. On Tuesday when they would resume operations, they will start shipping orders from Friday.  The customer indicated that she would like to opt for the refund on 5/29/23 @ 4:35pm and then changed her mind and asked for an exchange to another wallet and get the difference refunded to her account with another email on the same day @ 6:20pm. An email was sent by the customer on 5/30/23 at 11:54am and 2:34pm, then another inquiry on 5/31/23.  A reply from customer service was given on 6/1/23 indicating that the exchange was sent with the tracking number included and also an apology for the wait along with a full refund for the entire experience.

• Initial Complaint

  Date:12/07/2022

  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.

  Placed an order for a backpack based on the images advertised for the product as well as the description.
  
  The image of the item I intended to purchase displayed an inner liner which was a particular color (400D Blaze Orange) and the description of the product confirms the presence of that liner.
  
  However upon receipt of the item, it was discovered that the inner liner was black. Upon double checking the site and order, there was zero indication that the inner liner would be different than the one that was advertised.
  
  I argue that the color plays a functional part of the product as it's placement as a liner assists in locating objects that are placed in the bag. Because of this belief, this feature was a primary reason of the original purchase.
  
  While they have offered a return and refund to be initiated. I would be financially responsible for both the return shipping as well as a 10-15% restocking fee. Since the product I received was not close to the advertised product this cost to me seems to be excessive.

  Business Response

  Date: 12/09/2022

  Hello,

  Our online support corresponded with ***** *** after his initial email inquiring on a refund on 12/04/22.  His initial email indicated that he understood our return policy on items that were purchased during discount sales as our Black Friday sales but he wanted to initiate a refund due the item arriving not advertised as the picture online.  As this was fair, we approved the refund and replied back to ***** *** on 12/07/22 with how to proceed with the refund.  He replied back on the same day that he would like to go ahead and keep the bag and line it himself as he was not keen on paying for the shipping or the restocking fee (email attachment). I reached out to ***** *** today, 12/09/22 to try and reach a resolution (part 2 attachment) and he replied back that he filed this report prior to deciding to fix the issue himself and that to consider this report closed and resolved (email attachment part3).  This issue is now resolved on both parties as of 12/09/22.

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 was very disappointed after receiving my navy '24-hour' navy backpack.
  
  According to their website (item description, photos of the navy pack, etc.): "The interior is composed of "Hi Visibility Blaze Orange" high density 400D pack cloth. This makes finding your gear super easy, even at night when visibility is low." In the specifications and features section it also states..."High visibility interior pack cloth." The pack I was sent had BLACK interior. Not what I wanted nor what I was expecting based on the item description and photos.
  
  In contacting their customer support team (email address only, no published phone number), I suggested making some corrections to the website to be very clear on what the pack colors are - inside and out - for all colors. One states black orange inside (that's clear and matches the image), but most only state the outside color (i.e. the navy). I saw the attached image when I clicked on the blue color option and it shows the blaze orange interior so I assumed that is what I was getting.
  
  Furthermore, it took over two weeks to get my refund once they had received my return shipment. I had to keep asking over and over until I finally received the credit.
  
  But the biggest complaint I have, is how they screen their product reviews. I wrote a review back in mid-July and it still has not been published. I emailed twice asking for an update and the last response was from August telling me they would look into it and would "talk to you soon" - I never heard from them again. Other reviews have been published since the date of my submission. From my vantage point, they are only allowing the better/best opinions to be seen by only posting favorable reviews - this is deceptive and unethical.
  
  That is my complaint.