Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  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 March 19, 2025, we purchased items from Holabirds. Despite tracking indicating delivery without any proof of delivery on March 26, 2025, the package never arrived. We reported this to Holabirds on March 27, 2025, and were forced to make costly last-minute purchases elsewhere.Holabirds claims ***** delivered the package and alleges they received verbal confirmation from our building management that it was picked up. However, our building management explicitly stated they have no system to verify individual package pickups. Deliveries are dropped off in bulk, and their records only log the delivery company and time for items placed in lockersmany packages remain on the floor without tracking. We provided this critical clarification, yet Holabirds continues to insist on delivery without providing written proof (e.g., a photo, signature, or documented correspondence).To make matters worse, Holabirds has threatened to cease communication, falsely accusing us of dishonesty due to a minor name discrepancy between the purchaser and the pre-authorized resident designated to receive packages. Yet, Holabirds refuses to acknowledge this fact.Throughout this ordeal, Holabirds has failed to produce a single piece of verifiable evidence supporting their delivery claim. Their emailsriddled with grammatical errorsfurther undermine their professionalism. The customer service manager has been aggressively dismissive, avoiding written communication to pressure us into phone calls, likely to avoid creating a paper trail. This manipulative languagepaired with reliance on unverifiable "verbal" claimsdemonstrates a clear attempt to shift blame rather than resolve the issue.

  Business Response

  Date: 04/21/2025

  *32373437333538323638*

  On March 19th, Mr. ********** placed an order w/ *393335373934373433* for $655.08. The merchandise shipped that day thru Fed-EX.
  The package was delivered on 3/26/25 @ 1:28PM. The package was left at the management office.
  Mr. ********** contacted us by email on 3/27 stating the package was not there.
  We contacted Fed-Ex, who verified thru their GPS mapping that the package was delivered correctly.
  On April 1st, we spoke to **** O (who works inside the *************************** @ 2:16PM who verified she specifically remembers giving the package to the resident who resides in ****#***.
   [ Mr. ********** is NOT a resident at that apartment complex! ]
  We have asked Mr. * to verbally communicate w/ us and have asked him for the residents name/telephone number so we could talk to them about this package.  
  We understand why the apartment complex cant provide us with the name, but Mr. ********** is being evasive/ non-cooperative by not giving us the tenants name/tele#. 
  At this point we feel the case is closed as we received verbal communication thru the management office that they gave the package to the tenant. We have even suggested that Mr. ********** fill out a police report, which he refuses to do.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23199147
  
  I am rejecting this response because: 

  It fails to provide any verifiable proof that our order was delivered and relies on deflection and unverified claims.
  

  Here is our rebuttal to Holabird's points:
  

  No Proof of Delivery: Holabird offers zero credible evidence.
  

  FedEx GPS: Only proves the truck's location, not secure delivery to the recipient.
  Alleged Verbal Confirmation: This undocumented, self-serving claim contradicts building management's confirmed lack of individual package tracking (as detailed in our initial complaint). It is not proof. We require verifiable evidence (e.g., photo, signature, written log).
  

  Name Discrepancy is a Distraction: 

  The focus on my name (purchaser) vs. the resident's name is irrelevant. The package was correctly addressed to the pre-authorized resident at Apt #*** (a personal friend/volunteer designated to receive packages for us. This can be verified by building as the personal has been communicating with the building management team about this). Holabird is using this standard practice as a false pretext for non-cooperation.

  Inappropriate Demands & Blame Shifting:
  Holabird demanding the resident's private contact information  a demand we only learned of through their BBB response  is inappropriate and shifts their burden of proof. Given Holabird's hostility and avoidance of written communication (preferring calls), we must protect the resident's privacy, especially as they are uncomfortable sharing their information.
  Furthermore, Holabird exhibited sudden and unwarranted hostility in communication, which was unprofessional, particularly as we maintained politeness throughout.
  

  Conclusion:
  Holabird has not proven delivery. They ignored facts about building procedures, resorted to distractions, and communicated unprofessionally. Their claim that the "case is closed" based solely on their unverified assertions is baseless. We paid for goods we never received.
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 04/22/2025

  Mr. ** We are sorry to hear you disagree with us and we apologize we forgot to include the tracking link ************ it is: *****************************************************************************************
  Our verifiable evidence was given to us verbally.   Moving forward ,you will need to reach out to the apartment management complex. Ask for **** *.This is our final response.  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23199147
  
  I am rejecting this response because: the merchant's responses and so-called "verifiable evidence" showed that they didn't even read my complaint details at at all or just simply unprofessional. Questions were still deflected and unanswered.
  
  Sincerely,
  
  **** **********

  Customer Answer

  Date: 04/23/2025

  To Whom It May Concern,

  
  

  I'm submitting this final statement to document ongoing issues and serious concerns regarding this merchant's conduct.

  
  

  The business failed to provide any verifiable proof of delivery. There was no signature, no delivery photo, no confirmation from an authorized recipientjust a GPS ping showing the driver was near my building, which happens on a daily basis as multiple packages are delivered regularly. This does not prove that my package was delivered to me or received by anyone I authorized.

  
  

  The merchant also claimed that building management confirmed pickup. This is false. My building does not have a package tracking system and cannot confirm package-specific deliveries. Management only confirmed that a delivery from the same company occurrednot that my item was received.

  
  

  To make matters worse, the merchant requested unnecessary and unrelated personal information from me, which felt invasive and had no relevance to the issue at hand.

  
  

  They also appeared to make friendly gestures via two customer support platforms, only to go silent after I respondedclearly a tactic to appear responsive without resolving anything.

  
  

  Eventually, they stopped replying altogether. This has been one of the most frustrating and unprofessional experiences Ive had with an online retailer, and I'm concerned that they are continuing to operate in this manner unchecked.

  
  

  I urge the BBB to keep this complaint on file and continue monitoring reports of this nature.

  
  

• Initial Complaint

  Date:03/09/2023

  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 purchased Pickleball shoes from Holabird sports online for $89.95 with a ***** *** CC on 1/16/2023. The shoes did not fit. They were worn only indoors to see if they fit. I returned the shoes and Holabird says shoes were worn. This is not accurate or they sent worn shoes to me. I have been trying through calls and emails to resolve but now inquiries go un answered.

  Business Response

  Date: 03/09/2023

  Customer sent back used shoes and our policy is we do not accept shoes unless they are 100% brand new. As a courtesy they were refunded on 3/8/2023 for the amount of 89.95. No issue besides we are out 89.95. Thank you