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Business Profile

Sporting Goods Retail

Bert's, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

This profile includes complaints for Bert's, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Bert's, Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 new mountain bike (***** ****** ** *) for my son on 10/14/23, and it has been defected since we purchased it. I brought it back to this location, and dealt with an employee named "Hendrick". He stated there was an issue with the "bottom bracket", which maybe needed to be re-greased and I agreed to try the repair option. He stated he would have it fixed in a couple of days, and then ended up having it for about 3 weeks. I kept getting different excuses why the job couldn't be done (needed a special tool, tool was left at another location, bike wasn't shipped back on time, etc..) When I finally got the bike back, he told me to try the bike out for a couple of weeks to see if the issue was fixed. Hendrick also told me if the issue wasn't fixed, he would replace the part under warranty. The issue actually ended up getting worse, and I contacted him again (on/about 7/9/24) and asked him to warranty replace this bottom bracket. He said no problem, and he would have the part in a day or two. It has been about 3 weeks since he told me this, and I spoke to him as recently as 7/27/24, and he still doesn't have the part or offered a solution. He kept telling me he was having shipping issues, or the warranty company is "playing hardball" with him, or any other excuse he can think of. He told me on 7/27/24 the part was shipped via *****, but it was "delayed". I asked him for the tracking number, and he said he didn't have it to provide me. He stated he would call me back with the tracking number on 7/27/24 (before the day was over), and I never received a phone call. I believe this business is displaying dishonest business practices, and all I am requesting is for this bike to get PROPERLY fixed as initially promised. If they cannot fix it, then I am requesting a replacement (same style/model) bike, or a refund of my money. I purchased two other bikes from this location about 90 days prior to this transaction, and so far they have about $5,000 of my money.

      Customer Answer

      Date: 08/13/2024

      the business in reference to complaint ID ******** has satisfied my complaint.   

      Regards,

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

    • Initial Complaint

      Date:06/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 brought my Vintage bicycle to Bert's Bikes for it's annual tune up. I picked it up from the store on 5/23/24. Subsequently, due to the service repair person's negligence, I fell trying to get on my bike and injured my left knee on 5/27/24. The repair person moved the seat, and did not return it to it's original position. I had to get x-rays and see an orthopedist, and currently I am wearing an orthotic knee sleeve and I am on reduced walking and activity directive, as per my physician. I contacted Jim C*******, the regional Director for BB. His response was to negate and deny any responsibility. Attached you will find my initial letter sent, Mr. C*******'s response, and my subsequent letter which he has not responded to. I am also including the original receipt, and some medical docs from Excelsior Orthopedics. Most importantly, I don't think that this is how local businesses in Williamsville should treat consumers in the neighborhood. Starting my Summer with a "bum leg" is not what I aspired to.

    • Initial Complaint

      Date:11/15/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      As of now, they have not honored their return policy which is 7 days. I tried to return and or exchange a bike and they would not let me. I spoke with an employee a day or so after my purchase and expressed that the bike was not a good fit for me. (it had a quick release which was difficult to use, in my opinion. On the phone I was told that they had other options. Upon arriving with the bike after driving 20 minutes, I was told that the other bikes that they had were the same style as the bike I purchased. They offered to check the bike's quick release and buff out some minor scratches, which was ok, but ultimately I wanted to return the bike and was told no, even though I was well within the return window.

    Bert's, Inc. is NOT a BBB Accredited Business.

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