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:12/17/2023

  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 waders from Drake Waterfowl in October 2023. As of November 2023 they began to leak. I started the return/exchange process since waders have a 3 year no questions asked warranty. I filled out the forms with the required information. Drake replied and asked for the information I had already supplied. Once again I replied with the requested information. I got a message that my ticket had been closed without resolution. Once again I contested this and once again they wanted me to reply with information I had already provided. This has gone on 4 more times and Im done dealing with them and just want my money back. I feel they are stalling until December 23rd when I can no longer get a refund. So Im concluding shady business practice or horrible customer service. Ether way this has really disrupted my hunting season.

  Business Response

  Date: 12/31/2023

  On December 12th one of our direct to consumer personnel emailed ************ and told him to go to the drakewaterfowl.com site to do his return on these damaged waders.  I just checked and this has not been done.  Just now I emailed ************ myself explaining for he would just need to do his return on our website and we would provide him a paid shipping label to return the waders and it would also give him the option to choose a replacement item of his choice.  

  Our policy is that we are to get the waders back in hand and upon receipt we will gladly send out a replacement.  

  Consumer can get another pair of waders or other items if they choose for the cost of what he paid on his original pair.  

  There is no issue at all with him returning the waders.  

  I also told him if there was any issue, to please let me know and I will be glad to assist him.  Again, we will gladly swap his wader for another wader of the same or equal value or he can get any other items that he choose for the total of what he originally paid.  

  Thanks

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

  Customer Service Manager

   

   

   

  Customer Answer

  Date: 01/02/2024

   
  Better Business Bureau:
  
  The return process was confusing. However, I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  , ** 82435

  
  

• Initial Complaint

  Date:11/13/2023

  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.

  Details of order are below in the attached picture. My wife purchased this for my son this morning and realized after submitting the order the pattern and size she wanted was not the one processed so she called immediately after placing the order and asked to adjust the order to the proper color and size. She was very rudely told they dont do that because it is Christmas time and that he was very overwhelmed with orders. We even paid for expedited shipping and were told because we did that the items were already shipped, 2 minutes after placing the order. I called Drake later in the day when she told me what happened and expressed how upset I was at how they treat customers and asked for a full refund. They told me they cant refund because it was already shipped. We will have to wait until it arrives and then pay to ship it back before a refund will be processed. We now are out the money we need to buy these clothes for our sons hunting trip with his friend because of their error. If they do get shipped and come in time we cant even use then because they are the wrong size. I would like a full refund immediately or a change in the color and size that we need and shipped and delivered before next Tuesday November 21 to be able to use them.

  Business Response

  Date: 11/14/2023

  Good Morning

  I do apologize to the consumer for us not being able to stop the order.  Unfortunately, we are not set up to stop orders once they are submitted, not even if its 2 minutes after submitting.  On our website it states once orders are submitted no changes can be made.  I have attached the message to this email.  However, we do our very best once the order has shipped to have it returned back to us so that the customer can get a refund instead of the customer receiving and then having to return it back to us.  

  With that being said, we have contacted ***** who is the carrier for this shipment and ask them to return to sender.  We have not heard back from ***** with an update.  As soon as we get clarification, the customer will be notified of this and a refund will be given as soon as product arrives back to our facility.   If ***** is not able to stop the shipment and the customer receives the package, the return fee will be waived once product is returned back to us.  

  Again, our apologies for this inconvenience. 

   

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

  Customer Service Manager 

   

   

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair 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 a pair of Gardian elite 6 layer 4 in 1 insulated with tear away liner breathable waders two years ago late in the season 2021 from Drake. I filled out and submitted the online warranty and product registration form at the time of purchase. Which included proof of purchase and photos as requested by online registration. This season after going out my right foot got wet very slowly over the day. I tried calling Drake and had left voicemail with no response. Finally got ahold of a customer service person after a couple trys. I asked them what I should do. The original email I used to register my waders has been discontinued so I was unable to access the online registration due to needing to reset password that was forgotten. The customer service rep told me that there was no record of my purchase in their system. 4 of us all bought waders that season from them. I was told to file a claim form. I explained that I no longer had a copy of my proof of purchase but it was up loaded it to their system when I registered the product when I purchased it. Again they told me that wasnt in their system. I submitted the form wrote out everything above , got a response asking for proof of purchase I replied explaining that it would be attached with my product information. Never got a reply back for a week now. If anything I just want the boot not to leak. These things are very expensive. Theres no visible reason for them to be leaking.

  Business Response

  Date: 12/28/2023

  Good Afternoon

  I did find the conversation in regards to the waders that ************************ called and wrote in about.  These waders were purchased in 2019 as you can see from the receipt I attached.  These waders he purchased had a 2 year warranty from the date of purchase therefore they were no longer covered.  We did send a message to the customer in reference to this as well.  I attached a copy of that as well.  After that, there were no other conversations concerning this subject.  I will be more than happy to extend a discount to this customer to use on his next purchase if he would like, ****************.  If he would like this, please have him reach out to me so that I can get this set up to receive this discount.  He will not be able just to use it without me connecting it with his email.  

  Thanks

  *************;

  Customer Service Manager

   

  Customer Answer

  Date: 12/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  1294 PO Box

  *********, ** 98245

  
  

• Initial Complaint

  Date:11/19/2022

  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 bought the wrong sizing and asked for an exchange, they confirmed the exchange. All i had to do was return the merchandise which cost $40 out if pocket. contacted them regarding the exchange and they supposedly had no record of this and told me that i returned the item for no reason. They gave me no resolution. I called them back numerous times and have received no response. I want a refund on my item immediately as this was uncalled for. They sent the wrong item and kept my money and THEN kept the item i paid for without exchanging it.

  Business Response

  Date: 12/14/2022

  The customer was refunded on 12/8/2022

• Initial Complaint

  Date:10/19/2022

  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 ordered two XL t-shirts from Drake Waterfowl. The t-shirts are titled Launch T-shirt. On the website The shirt looks awesome! The picture of the dog is clear. The dogs eyes are golden brown. The 2 shirts I received look NOTHING like the shirts on the website. The shirts I received the artwork could have been done by a child. Black eyes on the dog and the detail is a joke. Almost kind of blurry. I returned these. I should have received a 100% full refund. I was charged a **** shipping and handling fee. If the shirts they had of sent me looked like the website shirts and were the quality I thought I was ordering I would not have returned them in the first place. These people have horrible and dishonest customer service. I should not have been charged $**** to return these. They should have sent shirts that are they same quality they advertise on their website, This is false advertising on their part. The shirt I was sent does not look near the quality of what I received. 100% Drake Waterfowl's fault. I also left a review on their website warning others. They are so dishonest they took my Review down. Wonderful, honest and moral people at this company.

  Business Response

  Date: 01/12/2023

  This order was refunded in full but via two separate refunds. $44.15 was refunded on 10/18/2022 and $20.72 was refunded on 11/11/2022. Screen shots are attached. 

  Customer Answer

  Date: 01/21/2023

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