Complaints

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

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  Kent International Inc

  155 US Highway 46 Fairfield, NJ 07004-3225

• 

  Kent International Inc

  60 E Halsey Rd Parsippany, NJ 07054-3705

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:06/10/2025

  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.

  I ordered a Kent Hawkeye bike from Kent Bikes on May 27, 2025. The bike was delivered on June 4, 2025, but the box arrived partially open and poorly sealed. Upon inspection, the bike had visible damage in multiple areas, including:
  
  Scratches on the frame and handlebars
  
  Scuffed paint on the front fork and rear stay
  
  Loose components due to poor packaging
  
  The condition was clearly not new or unused, and the damage appeared to have occurred during shipping or handling. I immediately notified the seller the same day and submitted photo evidence. The seller denied responsibility, stating I did not purchase shipping insurance — however, no such option was available at checkout. I do not accept the bike in this condition and am requesting a return and refund that the seller has refused.
  
  At no point during the checkout process was I presented with an option to purchase shipping insurance. I have screenshots and can recreate the process to confirm that no such option exists on your checkout page. Therefore, denying a return or refund due to not purchasing an unavailable option is not only unreasonable but potentially deceptive. If the insurance option is mandatory or recommended, it must be clearly visible, disclosed, and selectable at checkout — none of which occurred.
  
  The website policy asserts that shipping insurance is optional yet no method exists for customers to add it during checkout, this is considered false advertising or unfair business practices under various consumer protection laws.
  
  The product was received in damaged condition. I had no opportunity to mitigate risk via insurance because it was not presented. The company chose the shipping method and carrier.
  
  Under the Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule, sellers are required to deliver items in acceptable condition. Receiving a damaged product that I did not cause falls squarely for responsibility to the seller.

• Initial Complaint

  Date:03/07/2025

  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.

  This company has been scamming me. I placed order #KN17162WO the item took weeks to arrive it arrived so late I had already moved. Luckily I was able to go back and pick up my item. Then both bikes I bought arrived damaged almost 1 month after I bought them. They keep sending me parts but I'm not a mechanic and not going to hire someone to fix this bike. I have been asking for a full refund and to return the items but they haven't honored it despite being told it was damaged on the day of arrival.

  Business Response

  Date: 03/18/2025

  We apologize for the inconvenience. Our customer service team will be reaching out to arrange for the items to be returned and refunded.

  Thank you,

  Kent International

  
  

• Initial Complaint

  Date:01/07/2025

  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.

  Date of order placement : Nov 1 2024 Amount : $150 Purchased a new bike and it arrived broken. I reached out to support and they are offering a replacement parts and if I want to return for replacement, I should pay for the return shipping. Replacing parts at a local bike shop would cost me 3 times the cost of the original bike. They claim Satisfaction Guaranteed but nothing like ************* address: Kent International Inc ***************************************

  Business Response

  Date: 01/14/2025

  Good Afternoon,

  This customer is currently working with our customer service team to obtain the necessary replacement parts. Th customer has been advised to take the bicycle to a local bike shop to complete assembly of the bicycle. At the completion of the repairs the customer can provide the bike shop receipt to customer service and ********************** will cover the cost of assembly.  

  Thank you,

  Kent International

  Customer Answer

  Date: 01/23/2025

  
  Complaint: 22750646
  
  I am rejecting this response because: The merchant ****** offered me to cover only $25 whereas the local bike shop was asking $150.

  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/24/2025

  Good morning,

  Please mail a copy of your receipt to:

  Kent International

  Attn: ************************************************************************************************************* will review the charges and issue a refund for all charges related to the original issue.

  Thank you.
  

• Initial Complaint

  Date:07/26/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 bicycle online from Kent International on June 23, order #KN14934WO. **** arrived several weeks later with numerous damages- multiple paint dings to frame and rack, basket destroyed, both fenders crushed, hardware to complete installation missing, tire inflation cap missing, etc. we immediately documented condition upon delivery and called Kent International. We were told to sent photo evidence via email which we did. We asked for a partial refund to cover the damages. We felt the bike was still usable with slight repairs. Kent International received our email and responded for us to destroy the bike for a full refund or replacement by folding the tires in half and trashing the bike. However- the bike was not unusable we didnt agree with trashing the whole bike. We were told again to destroy the bike and we would get a full refund when we proved the bike was destroyed. We took the bike pieces to a bike shop who completed the assembly using their own hardware, fixed the fenders, and patched all paint chips and dings on the frame and rack. We submitted receipt to Kent international who refused a partial refund indicating they do not pay for assembly. It has been ridiculous dealing with this company on this issue. The only answer to destroy the bike for another one is not acceptable. Kent international should have issued a partial refund for all the damages incurred that we took the liberty to correct to keep a good bike out of the landfill. A partial refund is all we were asking for. All photos of damages and receipt for repair have been submitted directly to Kent International.

  Business Response

  Date: 08/07/2024

  Hello,

  The customer will be contacted directly by our customer service team to accommodate the customers original request.

  Thank you,

  Kent International
  

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22048874
  
  I am rejecting this response because:
  I was not contacted per the business response and I have not received a partial refund to cover the repair costs. Issue remains unresolved. 
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:05/07/2024

  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.

  Kent ******** is not honoring my 1-year warrantee for an electric bicycle for which the battery no longer works. The representative is stating that a sticker with a serial number should be on the battery. This is no longer on the battery. This is an outdoor-use vehicle and it is completely unacceptable to assume a sticker will stay in place for a year. They are not honoring their warranty. The bicycle was purchased less than a year ago and they are demanding that I pay nearly the price of the new bicycle for a battery replacement.

  Business Response

  Date: 05/09/2024

  Hello,

  The ******** should expect to be contact by the Kent ******** service team shortly with instructions for receiving a new battery. We apologize for any inconvenience and thank you for being a Kent International ********. 

  Thank you,

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

• Initial Complaint

  Date:04/23/2024

  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.

  This company sell ******** bike tubes under the Kent International Inc. I have a contacted the company about my problem I had. The problem i had was presta valve 26" tube model ***** valve stem broke. They got back to me ask for more info and pictures and I email them back and didn't hear back from them so i message back and then I got a reply back sorry we don't have any in stock what the h*** why ask for more info. when you don't have any in stock and waste my time was a horrible company.

  Business Response

  Date: 04/23/2024

  Hello,

  We received the initial contact from the customer to our help desk on 4/16/2024. An automated response was sent to the customer immediately, providing them with a case number and a message that our customer service team will reply as soon as possible. On 4/17/20024, a customer service team member provided a direct response to the customer, requesting some additional information about the damaged item. The customer answered those questions on the evening of 4/17/2024. On 4/18/2024 our customer service representative requested the receipt along with a picture of the damaged item. The customer was unable to provide a copy of the receipt and after reviewing the photos provided and doing some additional research, our customer service representative determined that we do not currently maintain stock of this model number at our facility. The most effective resolution for the customer would be to return the item to the original place of purchase ********* for the quickest return/exchange process.

  Thank you,

  Kent International
  

• Initial Complaint

  Date:01/18/2024

  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 **** ******** bike for my son's birthday. He was only able to ride the bicycle a couple times before the frame around the rear wheel became misaligned and rust began to appear in several places. I was uncomfortable with my son riding this bicycle (out of safety considerations) and contacted **** customer support with photos and video promptly.Their customer service was very argumentative and did not try to find a productive solution. I have since had to buy my son a different bicycle and have been back-and-forth with **** for several months regarding an exchange under warranty or simple refund/return.**** sold me a defective product, and refused to honor their warranty.

  Business Response

  Date: 01/22/2024

  Hello,

  Our **************** Team completed a through review of the complaint received from the customer. The customer was asked to provide a sales receipt for the bicycle in question as well as any photos of their issue. The customer was unable to provide the requested proof of purchase.  The **************** Team reviewed several photos and video supplied by the customer. It was determined from those photos and videos that the bicycle showed signs of excessive wear and tear that would not meet the scope of the warranty.

  Should the customer provide the proof of purchase as previously requested, we may be able to reopen this request. 

  Thank you,

  Kent International
  

   

• Initial Complaint

  Date:09/08/2023

  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.

  On June 9, 2023 I purchased a Giordano ****** bicycle for the listed price on their website of $244.99. Two days after making the purchase I received an email from the company listing the price of the same exact bicycle at $174.99. ON 6/12/23 I attempted to contact them, asking for a price adjustment on my credit card of $70 and got no response. I attempted to contact them two more time via email to their customer service and got no response. I believe I was erroneously charged the higher amount that was listed on the website ($244.99) instead of the price listed on the promotional email ($174.99) and I would like to have the $70 difference credited back to my credit card. Thank you.

  Business Response

  Date: 09/12/2023

  Hello,

  **** does not have a policy whereas, refunds are offered back to customers when items go on sale.

  Thank you.
  

  Customer Answer

  Date: 09/12/2023

  
  Complaint: 20574750
  
  I am rejecting this response because:
  
  the transaction had not even been completed before they sent me the email offering the same item at a lower price. This is a very unscrupulous company.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/31/2023

  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.

  Warranty Claim: I purchased the bike from Dunhams on 06/20 for 839+ taxes. Ive rode it a few times. The right pedal has bent off axis while riding. It has now stripped out of the pedal arm.I submitted a warranty claim being that the bike is under warranty. It was denied by the company. I called to explain the situation and get an understanding of why they rejected the warranty for which the repair is eligible for. Kent International refused to honor the warranty and escalate the issue internally. Being that I fell like Im at a dead end, i went to write a review about the product online at Dunhams website where I purchased the bicycle. Dunhams is abstaining from publishing the review. Its mostly like to mislead people by only publishing the 5star reviews and not at unsatisfactory review. This is a very corrupt way to conduct business! It needs to be stopped

  Business Response

  Date: 08/01/2023

  Hello,

  Our *************************** reviewed photographs provided by the customer as part of a warranty claim on 7/28/2023. The **************** representative determined that the damage to the pedal and subsequent stripping of the pedal and pedal arm threading was due to an installation error. This is not covered under the warranty as it is not considered a manufacturing defect. This was escalated to the **************** Manager on 7/31/2023. After review, the **************** Manager provided a response to the customer supporting the original findings.
  

  We cannot comment on the status of ******** online review processes. They are an independent business and Kent International has no influence over ******** online review procedures. 

  Thank you,

  Kent International
  

• Initial Complaint

  Date:07/10/2023

  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.

  We bought a Kent **** and the dam pedal won't s**** in. Either the crank or pedal is stripped. I have now asked **** to send these parts 3 times!!! and they are making me jump thru hoops for parts needed due to their lack of inspection. NOT my fault. Haven't been able to ride for over 2 mos. now!!~Delays delays and hassles. We sent date of purchase, receipt, pics, model # and reason and STILL c*** emails with NO parts !!!! DO NOT BUY from companies who don't stand behind their own product.

  Business Response

  Date: 08/01/2023

  Hello,
  

  Our *************************** reviewed photographs provided by the customer on July 12, 2023. It was determined that the pedal was cross threaded into the crank arm causing the threads to be stripped.  This does not fall within warranty coverage as it is not a manufacturing defect.  The customer was offered the opportunity to order replacement parts at a discounted rate.

  Thank you,

  Kent International