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:10/07/2024

  Type:Product 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.

  Ten months ago, I bought $240ish worth of products from Scorched Survival's website, which I now deeply. regret. We received the products, so no issue with what I bought and paid for. What I did not realize is that they have a subscription that they must automatically sign you up for. I did not sign up for it or agree to it, so what I am guessing is that they put it on there, and if you don't take it off, you are subscribing. Other companies do that too, and I think it should be illegal. At any rate, I didn't relize until this weekend that I was being charged. I immediately contacted my bank and am in the process of a dispute, then today (Monday ~ 10/7) I cancelled my "subscription" and demanded my money back. They did say they would refud me two months, but I want the entire amount they scammed from me back.

  Business Response

  Date: 10/09/2024

  We extend our sincere apologies for any confusion and inconvenience experienced by our valued customer, ******* *****, in connection with their recent engagement with our VIP subscription service. We take customer concerns seriously, and we are fully committed to promptly addressing and resolving this matter.
  In response to Mr. *****'s concern, when he placed his order, he chose to enroll in a 30-day Trial of our VIP Program. He willingly selected a FREE $70 product (Heated Socks) and received free shipping. It was explicitly communicated that, after the 30-day trial, the membership would automatically renew, as outlined in our terms and conditions.
  To clarify, the customer was not automatically enrolled in this program at the checkout stage. Our checkout process mandates that customers take affirmative action to sign up. It was clearly presented as a choice to either Opt Out or Opt Into the 30-day Trial and also select the complimentary product. This intentional setup is in place to prevent unintentional sign-ups from our members. Mr. ***** actively availed himself of the benefits offered by our VIP program.
  Furthermore, our VIP subscription includes a flexible cancellation policy, enabling subscribers to opt-out at any time. It's noteworthy that the customer did not contact us about canceling his VIP subscription until 10/07/2024. Upon receipt of his request, we promptly canceled his subscription and refunded two months as a courtesy.
  Our customer's feedback and remain steadfast in our commitment to meeting their needs to the best of our abilities. Recognizing that customer satisfaction is paramount, we continuously strive to provide exceptional service.
  Thank you for your attention to this matter, and we appreciate your assistance in facilitating a resolution between us and the customer.

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I was clearly unaware that I subscribed to you via subscription. I typically avoid shady practices like these...oh, give us your cc for a "free" trial and cancel at any time...because it's never easy to cancel. In this case, I was unaware I was agreeing to a subscription. Let me ask this.. if your policies are so clear regarding this matter, why do you have so many complaints about this very thing? I researched online and this exact complaint popped up time and time again from people other than myself. Look no further than the BBB site...I read that too, and you have multiple complaints about this subscription thing you do. If you took customer service seriously, you would have ended this subscription scam long ago. You know what you are doing is shady and deceitful, yet you continue the practice. That says a lot about your organization. I was not dissatisfied with your product. So, instead of cheating people, why don't you continue selling a good product and dump the subscription scam. Based on what I've been reading about your organization, that would eliminate 90% of the complaints you receive. Seems like a no-brainer to me, but go ahead...keep scamming. People like me will complain and put you out of business. Whoever came up with this should be fired and put in jail for fraud
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair 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 purchased an item and they fraudulently set me up on a subscription and withdrew $24.13 from my account each month without notifying me. I have contacted them and they have not responded.

• Initial Complaint

  Date:08/11/2024

  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.

  Purchase this product and have not seen any shipping or tracking information and when I reached out to the business by email did not receive a reply and reached out twice by phone and getting very skeptical answers, they can’t even tell me who the carrier is. I asked for a refund and they denied it. I am also going to dispute with my bank if I don’t get anywhere.
  
  I’m seeking a full refund of $60.94.

• Initial Complaint

  Date:06/28/2024

  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 made one order with this company and items were missing from the order. then they fraudulently billed me a recurring charge (no goods or services) of $25.30 for the next 7 months

  Business Response

  Date: 07/01/2024

  We extend our sincere apologies for any confusion and inconvenience experienced by our valued customer, ***********************, in connection with their recent engagement with our VIP subscription service. We take customer concerns seriously, and we are fully committed to promptly addressing and resolving this matter.
  
  In response to **************** concerns, when he placed his order, he chose to enroll in a 30-day Trial of our VIP Program. He willingly selected a FREE $70 product (Heated Insoles) and received free shipping. It was explicitly communicated that, after the 30-day trial, the membership would automatically renew, as outlined in our terms and conditions.
  
  To clarify, the customer was not automatically enrolled in this program at the checkout stage. Our checkout process mandates that customers take affirmative action to sign up. It was clearly presented as a choice to either opt out or opt into the 30-day trial and also select the complimentary product. This intentional setup is in place to prevent unintentional sign-*** from our members. **************** actively availed himself of the benefits offered by our VIP program, and he even accepted the 35% appeasement refund provided to him as one of our VIP clients.
  
  Furthermore, our VIP subscription includes a flexible cancellation policy, enabling subscribers to opt-out at any time. It's noteworthy that the customer did not contact us about canceling his VIP subscription until 6/26/2024. Upon receipt of his request, we promptly canceled his subscription.
  
  Customer's feedback and remain steadfast in our commitment to meeting their needs to the best of our abilities. Recognizing that customer satisfaction is paramount, we continuously strive to provide exceptional service.
  
  Thank you for your attention to this matter, and we appreciate your assistance in facilitating a resolution between us and the customer.

• Initial Complaint

  Date:06/10/2024

  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.

  Reporting similar dissatisfaction that others have reported regarding the deceptive practices used by this company. I purchased a heated vest and selected the free gift and shipping for "VIPs". I was told this entitles me to some discounts and credits, but NOWHERE on any of the pages I went through did it mention a monthly fee that would be automatically charged $25/month to my credit card. Turns out you have to click on a tiny 'Terms of Service" link and read through a long document to find where they mention this.
  
  So technically this VIP membership fee is disclosed, but it is very, very, very well hidden. It would be simple for them to mention this monthly fee right where you indicate you want the "free VIP gift" - but they clearly chose not to do this to trick consumers into paying these charges.
  
  When I noticed the charges on my statement, I called to cancel my 'VIP' membership and they were only able refund a small part of the fees I was charged. Overall, I was happy with the product I purchased, but am disappointed in the deceptive practices this company chooses to employ.

• Initial Complaint

  Date:03/06/2024

  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.

  on 11/27/23 I purchased heated vest in size extra-large for my husband. It came and did not include the battery and it was the size of a women's medium or large. when I called they said send it back and they would send me a mens 2x ( which I was told on the phone that it was equivalent to extra large in *******) They charged me again for another vest on 12/29/23! This one did not fit either so i sent it back with the battery. so I was charged $180 + the battery and have nothing to show for it.Then they started charging another credit card a monthly fee that they said I signed up for but I did not They said they could only refund $27.94 out of the ***** they have charged me!

  Business Response

  Date: 03/21/2024

  We thank you for your swift attention to the matter brought by our customer, ***************************. Our commitment to resolving this issue promptly is our dedication to providing top-notch customer service.
  
  The customer initiated a purchase on 11/27/2023, and we successfully delivered the order on 12/11/2023. Subsequently, upon contacting us on 12/29/2023, expressing the desire to return and get a refund, we promptly acknowledged her inquiry. We asked for the reason and the customer clearly stated that the size doesn't fit all. Every person is shaped differently so it would be impossible for us to make sure every size will fit every person exactly. The best we can do is provide suggestions to our customers and then also include the EXACT dimensions for each size. As the customer insisted on a refund, we requested that the products be returned and place a new order, provided the delivery time frame. She received the other vest on 01/12/2024 and on 01/15/2024 she expressed her desire to return the second order as it still did not fit her. We promptly provide the return mailing address to the customer, however, We can't confirm that the products were returned because we did not receive a return tracking information.
  
  For your convenience, our Refund Policy is accessible here: ***********************************************
  
  We highly appreciate our customer's feedback as it helps us get better at what we do. Ensuring that our customers are satisfied is always our top priority, while we adhere to our policies and communicate openly to meet our customers' needs.
  
  In response to the customer's situation, we are please to issue a refund once return tracking information is provided.
  
  Your understanding and assistance in resolving this matter are greatly appreciated. Your support means a lot to us!

• Initial Complaint

  Date:02/12/2024

  Type:Delivery 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.

  Purchased a heated vest on Jan 4, 2024 as a birthday gift for my son. Birthday was Jan 15 and there was no vest. I wrote to them and they said they were short handed and had great demand but it should ship “soon”. It’s Feb 12, 2024 and I have no vest and cannot get a reply from their customer service after repeated attempts.

  Business Response

  Date: 02/25/2024

  We appreciate the opportunity to address the concerns raised by our customer, ***** *****. As we understand the issue, the customer did not receive the product that she ordered from us.
  
  We sincerely apologize for any inconvenience this may have caused the customer. We understand how frustrating it can be when expectations are not met, and we deeply regret any inconvenience this may have caused.
  
  Upon investigating the matter, we identified that the delay in fulfilling your order was a result of an unexpected error during our recent transition to a new system. Unfortunately, this transition did not go as smoothly as we had anticipated, leading to temporary disruptions in our order processing. Please be assured that we are actively working to resolve these issues and prevent them from occurring in the future.
  
  To make amends for the inconvenience the customer experienced, we have processed a full refund for her order. The refund should reflect in the  customer's account within 5-10 business days, depending on her financial institution. We understand that a refund may not fully compensate for the frustration caused, but we hope it serves as a gesture of our commitment to customer satisfaction.

  Customer Answer

  Date: 02/26/2024

  
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/29/2024

  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 1/1/2024 I ordered a heated jacket and battery pack from Scorched online. On 1/2/2024, they charged my credit card. I received the item on 1/22/2024. It does not fit. I immediately emailed the company per their instructions to ask for a return process to be started. I have emailed 5 times but only get vague answers and responses like "Hi *****,We apologize for any confusion with your recent purchase.If the item doesn't fit and you tried it on or doesn't meet your expectations, we've got you covered. You can easily return it.Please don't hesitate to contact us if we can be of any help.Best,******"But there is never any information on how to actually send the items back. No paperwork, no return address label, etc. I have asked several times for the information on how to process the return and can not get any true answers. Their policy states it can be returned (but I would have to pay the shipping). I'm aware of that. In a previous email, they tried to get me to keep the jacket and this is the email "We want you to be happy with this experience and we understand exchanging products can be a hassle and time consuming, so I'd love to offer you an alternative. If you'd like, I can instead give you a 35% refund, and there is no need to return anything. You can keep the product and I will also send you a 40% OFF coupon code which you can use to purchase the correct size/color (or anything else in our store) at almost half the price you paid previously." I responded that I did not want to do that, I would like to return it for a refund. Again, I have not been able to get any correct information on how to do that. Where do I send the jacket and battery pack? How much is the shipping? What will my refunded amount be? When will I get the refund back to my credit card?

  Business Response

  Date: 02/14/2024

  We appreciate the opportunity to address the concerns raised by our customer, ***********************. Our commitment to customer satisfaction is of utmost importance, and we aim to provide clarity regarding the mentioned issues. As we understand the issue, the customer claims that the heated Jacket doesn't fit, and she doesn't receive a proper response and resolution from us. Regarding the size issue, the customer originally ordered a Large, which she confirmed that she received the correct size upon delivery. However, she claims that the jacket did not fit. We understand her dissatisfaction with the fit of the vest and appreciate her patience as we address her concerns. We responded with her initial email promptly, offering a 35% partial refund and a 40% discount code to avoid the hassle of returning the item, but we acknowledge her decision to decline the proposed solution. In subsequent communications on January 29th and February 2nd, we provided our return mailing address, yet we have not received the product back from her. To expedite the resolution, we kindly ask the customer to return the item to the provided address, ensuring a smooth process for both parties. Here's our refund policy for your reference: ******************************************************************* believe our response addresses the concerns raised by the customer and demonstrates our commitment to resolving the matter. If there are any further questions or clarifications needed, please feel free to reach out. Thank you for your attention to this matter.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21216049
  
  I am rejecting this response because: I took the box to the post office to return it.  The address provided by Scorched was not considered a 'known address' by the post office.  Therefore, I was afraid to ship it (to an unknown address) and be without the product and risk never receiving a refund. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/19/2024

  We appreciate the time the customer takes to respond to her concern about our return address. Our customers satisfaction is of the utmost importance to us, and we want to assure them that we take every concern seriously.
  We understand that the customer may have reservations about the legitimacy of our return address, and we sincerely apologize for any inconvenience this may have caused.
  Please be assured that our return address is legitimate and has been successfully used by many of our valued customers for returns.
  Here's our return mailing address: 
  We believe our response addresses the concerns raised by the customer and demonstrates our commitment to resolving the matter. If there are any further questions or clarifications needed, please feel free to reach out. Thank you for your attention to this matter.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21216049
  
  I am rejecting this response because:  Today is the 22nd so the 30 days to return the item is up.  I'm sure they won't accept it now anyways.  And their response says here is the address and there is no address.  I'm just over it and planning to keep the jacket.  Totally ridiculous company to attempt to deal with.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/26/2024

  We appreciate the opportunity to address the concerns raised by our customer, ***********************. Our commitment to customer satisfaction is of utmost importance, and we aim to provide clarity regarding the mentioned issues.
  
  Upon reviewing ******************** concerns, it appears that there might be a communication gap regarding the return process. The customer claims she did not receive an email or instructions on how to return the product. However, our records indicate that we have sent multiple emails to her, including the necessary information and return address.
  
  Here is our return address:
  
  SCORCHED LIFE
  PO Box 901809
  *****, ** 84093
  
  We understand the customer's concern is about the timeframe of returning the product. Rest assured, she can proceed with the return using the provided address, and we will promptly initiate the resolution process upon confirmation of the product's return through tracking information.
  
  We believe our response addresses the concerns raised by the customer and demonstrates our commitment to resolving the matter. If there are any further questions or clarifications needed, please feel free to reach out.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21216049
  
  I am rejecting this response because:  I'm done with this back and forth with the same information.  My post office said that's not a known address so I don't wish to send the box there.  I decided to just keep the jacket and be done with this sketchy company.  I don't want to risk any further charges to my credit card.  I don't want to deal with them at all anymore.  ****** Learned. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/24/2024

  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.

  On 11/10/2023 I ordered 3 heated vests from Scorched Survival. Order number ******* and total price $227.57. I received the order a month later on 12/05/23. The sizes of the vest were very off and ran way too small. Then on my credit card statement I realized they were charging me monthly for a subscription in the amount of $24.13. I have no clue why I'd want a subscription to a heated vest company. It appears the VIP club is hidden in the purchase and given "free" with purchase. I canceled my account with them but am still receiving charges as of 01/09/24. I contacted customer service asking for the approval for the charges and an invoice for the charges. The responded but avoided that request. This is a scam. If this is not resolved with BBB I will be filing a complaint with the AG. I'm requesting a full refund now. $227.57 + $48.26 = $273.83

• Initial Complaint

  Date:01/13/2024

  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 was gifted a jacket from my wife and it purchased it on December 9th. But, was not gifted until Christmas Day and the seems started ripping on the 10th of January. We reached out to the manufacturer who basically told us too bad. They say due to the extreme conditions that their products are in they can't help us. I didn't realize walking my dog was an extreme condition. On the web page they claim 100% satisfaction and they'll do anything to make it right. But what they meant is they won't do anything at all. The customer service is horrible and the quality of the product was bad. For how expensive this jacket is they should replace it. The stitching should not be coming undone after only 2 weeks of light use.

  Business Response

  Date: 01/18/2024

  We appreciate the opportunity to address the concerns raised by our customer, *****************************. As we understand the issue, the customer requested a replacement, citing a defect in the product after two weeks of use.

  We empathize with the customer's concern and are committed to ensuring a positive experience. Our refund policy clearly specifies that products eligible for return must be in brand new, unused condition, and returned with all original packaging intact. Merchandise lacking proper packaging, or with damaged packaging, unfortunately, does not meet the criteria for a refund or exchange.

  Given the customer's disclosure of using the product for two weeks and experiencing a tear, we regrettably had to decline the initial return request. However, recognizing the customer's situation, we offered a special code that provides a 40% discount should the customer opt to purchase a new product. We always hope to have issues resolved with our customers and we'd like to advise that our offer still stands to help compensate for the experience.

  We appreciate your assistance in this matter and thank you for facilitating the resolution of this issue.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21140342
  
  I am rejecting this response. The tear was not due to any action on my part. It genuinely just started unraveling due to poor quality of the stitch. I use this to walk my dog. I don't use it for rock climbing. The stitching should not be coming undone after only two weeks of light use. The stitching just simply came undone. However, it would appear that a refund was issued so I will not be taking any furthur actions. Perhaps your replacement policy could use some revision. You clearly stated under replacements that if it's defective for any reason,  all we have to do is send a video and picture proof and you will immediately ship out a replacement. You did not do that. That being said, I appreciate the refund and wishing well the best
  
  Sincerely,
  
  *****************************