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Business Profile

Sporting Goods Retail

Gorge Performance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:10/24/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Order WEB6934 Placed on October 20th, 2024 Cost of item $279.97 Cost of shipping $40.01 Total $319.98 Gorge Performance committed to the sale of Catch Surf Odysea Log **** ******* Pro 7'0 White 1 surfboard for the price of $279.97. As advertised on their online site via the "SHOP" app on October 20th 2024. Gorge Performance also agreed to shipping said item to Shipping address ******** ******* *******************. ****************** ************* 00745-8610 ************* for $40.01. However on October 21st, 2024 Gorge Performance contacted me via email to back out of said agreement claiming they miscalculated the shipping cost and that I would have to pay an additional $109.00 for them to fulfill my order. After I replied the it Seems unfair for me to have to pay for a mistake your website. They proceeded to cancel my order, refund my card (without my consent) and raised the price of the item to $399.95. As resolution I simply propose the fulfillment of the agreement as accorded on October 20th 2024.

    Business Response

    Date: 12/02/2024

    In response to Compaint ID: ********

    We strive to provide the best possible service to our customers (as evidenced by 0 prior complaints in our 41 year history) and we're sorry to have fallen short of expectations in this instance.

    The customer placed an order online for a surfboard to be shipped to ***********. Unfortunatey, we had just launched a new website which was all of 4 hours old at the time he placed the order, and we were only them made aware that we had accidentally not yet excluded *********** from our eligble shipping locations for oversized items like surfboards. We promptly responded to the customer informing them of the error, and we did so prior to processing the order or charging the customer's credit card. We henceforth informed them that we could make a goodwill exception in this instance and ship the 8'0 surfboard via air cargo to *********** from ********, **, for $149. Mind you, $149 to *********** is a discounted rate from what it would ACTUALLY cost to ship the board. The customer indicated the $149 air cargo rate was not agreeable, and therefore we cancelled the transaction. 

    We're sorry for the error; we were upfront about the error in a timely fashion; and we proposed what we believed to be a reasonable compromise. Sidenote: fact that the board is no longer on  sale is completely independent of this transaction. At that time we were price matching a sale from the manufacturer that has since ended.

Gorge Performance is NOT a BBB Accredited Business.

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