Complaints

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• Initial Complaint

  Date:03/15/2024

  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.

  I ordered StringKing 2022 Metal 2 Pro -3 Baseball BBCOR Bat on 02/06/24 and the purchase price, after using 15% off code, including tax, was $108.08.The order number is ********** and the **** tracking number is *********************** I received notification the item was "shipped" on 02/07/24. The item was expected to arrive by 02/09/24. After not receiving the item I called customer service the first time on 02/09/24 and they said because of an ice storm, the **** had been experiencing delays and said my best bet would be to call ****. I called **** and they told me there had been no live scans on the item, which means the shipping label for the baseball bat was created automatically and no one from **** had scanned the label at all. The item either never left B.E. or was picked up by **** and never scanned. I called B.E. again on 02/14/24 and spoke to ****** in customer service. She assured me the item had been shipped and was placed in a bin of up to "thousands of items" and the carriers just don't have time to individually scan each item. She said there was nothing she could do except hope it just shows up, and if it doesn't, I'd have to wait until 02/22/24 to get a refund process started. The baseball bat was never delivered.I had to purchase the same bat elsewhere, spending $100 more for it. I called B.E. again on 02/22/24 and spoke to the same customer service **** ******* She said she would process the refund but it would take 2-5 days. I then asked to speak with a manager and I was connected to ****************************I explained the situation and she simply blamed **** and said they've been having issues with all of their carriers. I told her I have spent over 2hrs of my time on the phone with them and **** trying to get this resolved and had to spend an additional $100 on the same bat elsewhere. All she could offer was 20% off my next purchase. I would like $100 store credit to make up for wasted time and the difference paid for the same bat elsewhere.

  Business Response

  Date: 03/25/2024

  *************************** did indeed order the StringKing 2022 Metal 2 Pro -3Baseball BBCOR on 2/6/2024. His order was shipped on 2/7/2024 via **** tracking ********************** picked up and accepted by the **** carrier with all our **** shipments. Once **** or any carrier has possession of the package from Baseball Express we have no control over it from there. Per **** there was a closure of a major sortation hub that services the *** plant (closing on 1/31/204), large volumes of containers were diverted to *** plant with no notice, plus there were weather issues.

  Our customer service department spoke with ****************** 3 times and emailed him once, explaining the **** issues that we were facing regarding his package. On 2/22/24 we refunded his money in full and asked him when **** does deliver his bat to return the bat with our prepaid label, which he agreed to do.

  We find on ****.com the package was delivered to him on 3/1/24, and we have not heard anything regarding the return of the bat from ****************** that he agreed to return. So, at this point, ******************, has received the bat, a 20% discount on a future purchase and a refund for it.  This is all we are prepared to offer him at this point.

  Baseball Express partners with all consumers to provide high quality sporting goods in all sports specifically baseball.

  In the future when ****************** orders again, we know it will be a great experience.