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:06/18/2025

  Type:Sales and Advertising 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 wanted to purchase a shirt on the Huk.com website. I added the item to my card that was reduced by 50% due to a flash sale that the company was having. When I decided to leave the item in my cart and leave the page, I was prompted with an offer to complete my purchase which provided me with an additional 15% off the order. The Items were listed on the screen, the promotional pricing (50% off) was listed along with the discounted 15% off that price. When I went to check out, the 15% discount was not applied. I spoke with their online support team and they said that they dont allow for stacking of promo codes. I explained that I was not doing that, the system was presenting me with offer and asking me if I would accept. After much back and forth, they refused to honor what their system was offering. I provided screen shots of the offer to prove that I was not making it up and they still refused to honor the offer or make any concessions.
  
  This is a very deceptive practice to offer these type of discounts and show the new price that takes into effect both promo's only to then not allow it when you accept the offer and then go to complete your purchase. More so, their support team was not willing to take any action to help resolve the issue. My cart total was $160 and the discount that should have been approved was $24.00.

  Business Response

  Date: 06/23/2025

  Customer wanted a discount that was not available with his purchase

• Initial Complaint

  Date:05/30/2025

  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.

  We purchased a few items online confirmation # ******** for an upcoming trip. We purchased my husbands usual size which is XL. I’m not sure why but it seemed bigger than his previous shirts and we realized that one hour from where we were staying in marathon key, Florida and you have a store in key west. We decided to make the trip down so that my husband would have shirts at the beach and he won’t get sun burnt! So we got to the store, with our items and the receipt (items bought less than 15 days prior) at 8pm tonight and we were immediately informed that this would be a difficult process. He said he could not find the receipt. We were in the store for an hour and a half JUST TO CHANGE SIZES same items. During this time the other stores we wanted to go to closed and this really has a negative impact on our vacation. One thing needed to be returned because they did not have the correct size so after an hour an a half a the store I still need to deal with shipping. It is unbelievable. I emailed customer service about this and they said it is there policy that they do not allow exchanges from online clothing in the store. The store said they do returns/exchanges all the time just in our case they had trouble. I asked for the situation to be escalated to someone who cares about the customer experience and Maddy M******** refused.

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service 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 accidentally shipped the wrong merchandise to Huk for return. **** was unable to intercept the package. We then contacted Huk to return the package back to us since it was not their property & provided all tracking information (it was a label they had created for return shipping). We were told not to worry and this would be handled immediately. It's been about 2 months and we still have not received our property valued at $98.44 and are not being provided updates & often times my emails go unanswered. Since I advised the value of property all they want to say is they won't be held accountable and seem to not care at all about returning the property to us anymore. Which isn't what we were initially told. All we want is our property back and for the company to respond to our inquires in the status for this.

  Business Response

  Date: 04/10/2024

  Thank you for bringing this to our attention. We are familiar with the customer that has sent in this complaint and we have been actively working to resolve the issue with her directly. To note, this customer sent a return from another company to our warehouse facility attention Huk Returns - this was 100% a customer mistake as she included non-brand products in her return to our company. As soon as we received her initial request, we tasked our warehouse / fulfillment facility to see if they could locate the leggings that were included in the package. We work with a third party company for our warehousing, fulfillment, shipping and inventory so this is not a Huk/ Marolina owned facility. Their returns team searched diligently to attempt to locate the item in question but unfortunately were unable to find it. We have multiple emails and communications with them with updates on the search but with the size and scope of the facility, it was an unfortunate outcome of not being able to find the mistaken shipment. We then reached out to her to let her know that again, this is not a facility that we own and that while we exhausted all of our options to find this merchandise, they were unable to locate it. She provided in an email the cost of the merchandise (which was $98) that she wanted to receive compensation for. Since this was not a mistake on our side, we were unable to issue her direct compensation for the item in question (we also did not receive proof of the cost of the leggings) but DID offer and send her a $100 gift certificate to be used for our brand. This was our way of making it right for the customer, when the reasoning behind this issue is in fact, no fault of our own. 

   

  Customer Answer

  Date: 04/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  - Huk promised that even though this was a mistake of the post office they would handle it ASAP and I had NOTHING to worry about

  - Huk lied in their reply to BBB about me providing proof of the cost of the merchandise that was mistakenly sent to their company. I did provide this and have attached it here again as well

  - They did OFFER a $100 gift card since THEY lost my merchandise. I have emailed them 3 times accepting the gift card but they have yet to respond or issue this to me

  - This has been the entire experience with Huk on this matter; I email them and they simply do not respond unless I email them over and over again. 

  Regardless how the mistake occured, at the end of the day this is a situation Huk PROMISED to take care of and they have yet to do so. 

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

  Business Response

  Date: 04/15/2024

  As stated by the customers first email, they mistakenly sent back a pair of legging to us, using our shipping label. There was no mention of a "mistake of the post office" it appears that simply packed the wrong item in the incorrect package. (Graham2)

  We are also confused by the costumer's statement " Huk lied in their reply to BBB about me providing proof of the cost of
  the merchandise that was mistakenly sent to their company" as the customer did share with us the cost of the leggings, they mistakenly sent us (Graham3).

  As we explained to the customer that we do not own this warehouse
  / fulfillment facility. We
  work with a third-party company for our warehousing, fulfillment, shipping and
  inventory so this is not a Huk/ Marolina owned facility. Their returns team
  searched diligently to attempt to locate the item in question but unfortunately
  were unable to find it. 

  Moreover, we did not "promised to take care of this". We did, however, do our best to locate the non-brand
  product, that was sent to us by the customer by mistake. We have not as of today locate the item. 

  The $100 gift card was sent to the email address ****************@gmail.com (*******)

• Initial Complaint

  Date:08/18/2023

  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 a pair of shoes from them and they sent me the wrong color shoes. I’ve emailed them 3 times now and they won’t respond to me. I even told them I was going to contact the bbb and still haven’t heard anything after 2 weeks. Hopefully you can help me out. My order number is ********* I bought 1 pair of shoes. They were supposed to be harbor mist color but they sent me overcast grey. I even sent them an email with pictures. They do have a return policy but they want me to pay for shipping. I already paid for shipping once, I’m not paying it again because they screwed up. That’s horrible customer service. Thanks, ******

  Business Response

  Date: 08/25/2023

  We received contact from Mr. ********* on 8/4 at1:21 PM EST and sent the first response 2 mins later at 1:23 PM EST

  He asks about information concerning our return policy.

  He then mentions that he believes he received the wrong color shoe.

  The CSR ask for an image of the shoes he received.

  Mr. ********** never replied with an image of the item he received. (Please see the attached doc)

   

  Customer Answer

  Date: 08/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I’ve sent you three emails over 3 weeks ago and you haven’t responded to a single one!! Whenever I get in your website to do a live chat no one is ever available!! That’s really horrible customer service!! The one and only time I was able to get in touch with a csr was when I was at work and didn’t have the shoes with me to take pictures. What’s the point of having a live chat option on your website when no one is ever available? What’s the point of having an email address for customer service when you never reply to anyone? Like I already said, I sent you 3 emails and one of them does have pictures to show you that you sent me the wrong color! I’m not paying any money to send them back to you! I already paid shipping to have them sent to my house and I’m not paying again. You messed up and you fix it! Your customer service is absolutely horrible! The only reason I was able to get in touch with you again is because I got in touch with the BBB. And I do have the 3 emails saved on my phone if you try to tell me I didn’t send them. 
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 08/28/2023

  We only have ONE email from the customer, please see the attached fine showing that the only email sent was on Aug 4th which we responded to several minutes after it was sent. Also, when we ask the customer for photos of the issue they responded with "sure", but never responded with an image as requested in our initial response. If we had received the images, we would have offered a full refund for the error. However, since the customer never replied to our request and sent images of the issue, we were unable to resolves it. 

  Customer Answer

  Date: 08/28/2023

  I noticed that in their response to my first response that they claimed to have sent me an email after I sent them one. That is incorrect! I never received any emails from them. Thanks

• Initial Complaint

  Date:01/20/2023

  Type:Billing 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 was about to purchase 5 items from huk gear.com aka marolina. I used ***** in my browser to use coupon code “***” which as you can see from the screen shot removed quite a bit of money. When I went to actually pay it removed the discount code and charged full price.
  
  I contacted marolina and was told that code is for employees only yet it showed up in the browser. They refused to make things right.

  Business Response

  Date: 01/20/2023

  This "***" discount code is only for employees of Marolina Outdoors and is being shared and advertised on third party sites without our consent.  This "***" employee code is NOT shared on our site, or any of our other platforms.  Without a proper email address to place the order the code will not work, as shown by the complainant's images. We have tried on numerous occasions to get certain expired and ineligible coupon codes removed from third party coupon sites like *****. 

  Customer Answer

  Date: 01/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  A businesses inability to manage their website should not be the consumers issue, the code works t***orarily and should be honored.

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

  Business Response

  Date: 01/20/2023

  We do manage our website which is why we do not advertise ineligible discount codes on our site, and we do not allow codes that are shared without our consent to be procced while placing an order. Again the "***" is being shared on this third-party coupon site without our consent, and we are in the process of getting them to remove it.  We do not own or run the ****** ***** coupon site or any other third-party coupon app, therefore we con not regulate what adds they place on their site.

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service 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 orders two products, a shirt and a pair of shoes. I Debated between a size large and a size Medium shirt. I elected “M”. Once I places the order I noticed it said “s”. I contacted customer service and asked to change the size since the item had not shipped and the payment had just processed. I was informed that my order could not be altered once payment was processes (even though the product is the same price). I asked to cancel the order, was told “we cant cancel an order that has been processed”. I asked for a return label, have been ignored since that inquiry. I want my money back and to return the items. I do not wish to represent Chinese made items with horrible customer service.

  Business Response

  Date: 01/09/2023

  Hello,

   

  The customer mistakenly ordered the wrong size and contacted us to edit and then cancel the order. We responded to his email stating that we are unable to edit or cancel orders once placed. This policy is stated on our website. We also gave the customer information on returning the item if they decide to return it.  We all responded to additional emails sent by the customer over the weekend and early Monday morning with the same info.  We do our best answer the email in the order we receive them as fast as possible during work hours. 

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the did not answer my all of my inquiries.  The payment was still pending on my card and the order had not shipped prior to just asking to change the shirt size.  How is it possible that an order cannot be cancelled when a payment has not even fully posted and the item has not shipped?  I will not accept this as a solution until I have a return label and my money is completely refunded to me.  I will never purchase anything from Marolina again.  This company is full of lazy employees and customer service is awful.  
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 01/09/2023

  We tried to explain that a full refund would be issued, waving the return fee and the original shipping which is what he wanted. All that is required of him is to return the item if he truly does not want it.