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:12/31/2023

  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.

  I purchased a heated vest as a Christmas present in November. After giving the present, it was clear that the size they sent was nowhere close the size I ordered. I contacted the company to get it exchanged, only to be told it was "outside their return policy". THEY SENT THE WRONG SIZE!!! I then find out that I was signed up for their "VIP CLUB" without my knowledge and was charged an additional $24 in early December. I have no clue what this VIP club even is or what benefit someone would get from it. I tried to cancel on the phone yesterday but I am worried they are going to continue to charge me monthly as I never received the cancellation email as promised. This company is clearly a scam.

  Business Response

  Date: 01/04/2024

  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 he received the incorrect size for a heated vest, encountered difficulties with our return policy, and was unknowingly enrolled in our *** Club with subsequent unauthorized charges.

  Regarding the size issue, the customer originally ordered an XXL, which he confirmed as the correct size upon delivery. However, claims that the vest did not fit. As the customer reached out more than 30 days from the date of delivery (December 28, 2023), we regretfully informed them that we must adhere to our refund policy that was agreed upon to place the order.

  Here's our refund policy for your reference: *************************************************************

  Concerning the *** Club subscription, the customer opted into a ****** Trial when they placed the order. This trial came with a complimentary $70 product and free shipping. At the end of the trial, the membership auto-renewed, as detailed in our terms and conditions. Importantly, the customer had the option to opt out during the checkout process but there was no contact to request for cancellation. We understand the customer's concern and promptly cancel their subscription upon request. The benefits of the *** Club, including the $10 monthly store credit and other perks, were also explained to the customer.

  For a comprehensive understanding of the *** Club benefits, please refer to our Scorched *** page: **************************************************************************

  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: 01/04/2024

   
  Complaint: 21071214
  
  I am rejecting this response because:  While the tag on the product may state it is a "XXL" it is comically small and was clearly labeled in error during production. It isn't even close to an "XL" much less a "XXL". I would say it is closer to a medium or a large. If customer satisfaction is as important as they claim, they would "make right" on a manufacturing error. Second, the *** sign up is a classic "bait and switch". Just look at all the complaints online from other customers. They hide that you are signing up for *** to where it is nearly impossible to know what you are signing up for. Additionally, what would justify an ongoing $24/month charge? This is not a product or service in which you are ordering monthly or even yearly, so outside of the pair of cheap "free" socks that I received, what else does the customer get for $24/month on going forever? 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/18/2024

  We appreciate the quick response from the customer. Our return policy outlines that items can be returned within 30 days from the date of delivery, regardless of the nature of the issue.

  Should the customer reach out within this time frame, we're more than happy to arrange a replacement or refund based on their preference. Customer satisfaction is our top priority, and as a legitimate business, we always strive to meet expectations while following established policies to ensure fairness to all our customers.

  Regarding the *** subscription, our website clearly states that opting for a complimentary product and free shipping enrolls customers in our *** subscription. As detailed in the *** CLUB Terms and Conditions, subscribing to the *** Club entitles customers to a $10 store credit every month, along with complimentary products and free shipping. The terms also allow customers to cancel their subscription before the trial period concludes. However, in this case, the customer did not initiate contact within the 30-day period. It's important to note that their subscription was promptly canceled upon their request on December 28.

  We believe our response comprehensively addresses the customer's concerns, emphasizing our commitment to resolving issues efficiently and fairly. If you have any further questions or require clarification, please feel free to reach out. Thank you for your attention to this matter.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21071214
  
  I am rejecting this response because the company clearly uses deceiving business practices when recruiting customers. Just go look at the the multitude of reviews on social media. Don't look on their site because they curate the negative reviews out. Look on ******** and reddit. The company is shady and they send products that *** be labeled one size but are clearly something else. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/26/2023

  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.

  We had purchased a Scorched heated vest as a Christmas gift back in Nov. when we ordered we went by their sizing chart listed on the website. We chose to go up a size to make sure it fit and would rather it be bigger than too small. It was received Nov. 21. When we gave it to the recipient at Christmas it was a too small. We had reached out to the company to see if we could exchange for a size that fit and they stated their policy is no exchanges past 30 days of the day received. We called the day after Christmas, a few days past the 30 day mark and they refused to exchange it. We paid a good amount of money and the company is stating they don’t do exchanges since we past the date. The sizing chart listed is inaccurate and was what we based our size on and even went up a size, and due to their false sizing chart now we are stuck with a vest we paid a lot of money for (over $80) that we can’t even use. All we wanted was an exchange for one size up because their chart was completely useless and inaccurate. To me they are running a scam to get money and refuse exchanges. Most companies will give a 60-90 day window and even extend it at the holidays knowing exchanges are common at that time of year.

  Business Response

  Date: 01/02/2024

  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.

  Mr. ****** initiated a purchase on 11/05/2023, and we successfully delivered the order on 11/21/2023. Subsequently, upon receiving his email on 12/26/2023, expressing the desire to return and exchange the product for a larger size, we promptly acknowledged and responded to his inquiry. According to our Refund Policy, products can be returned within 30 days of delivery. However, given that the request for a replacement was made 35 days after the package delivery, we regretfully had to decline the request, adhering to the policy agreed upon during the order placement. 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 Mr. ******'s situation, we are pleased to extend a 20% discount through a special coupon code, should he decide to place a new order for the preferred size.

  Your understanding and assistance in resolving this matter are greatly appreciated. Your support means a lot to us! Once again, thank you for addressing this matter promptly.

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I don’t want to purchase another item and provide this scam company more money for an item that potentially won’t fit due to an incorrect size chart provided on their website. I don’t agree with their statement that they want customers to have a good experience because in no way on the phone did they seem sincere nor did they apologize for the inconvenience. 
  To me to offer a discount is a slap in the face and is seeking more money for their company. They don’t want to solve the issue it seems, they want to scam more money out of a customer who already has been scammed. 
  Upon reading reviews on social media and BBB ratings I have not come upon one satisfied customer. All are stating that they have lost money or have received an item way too small. 
  To state they are going to use this to better their company is a lie because these reviews go back months and nothing clearly has been improved on their end. All reviews are the same, money lost and sizing is incorrect. I wish I had read these prior to making my purchase as I would have saved myself the headache. 
  so in conclusion I don’t want to support the company or promote the company by wearing their product in public. I would never purchase anything ever again from this company. I didn’t want my money back, only a product that would fit (that I thought would, as I sized up when I ordered). 
  I don’t understand how a company can continue to operate like this, especially with a rating of F on the BBB website. 
  

  Also I would like to add that I be addressed to as Ms. or her, I am not a he, they should know that as we spoke on the phone. 
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 01/04/2024

  Hi BBB, please close out this complaint. The customer is not satisfied with our reply which is unfortunate, but we have addressed their concerns and explained our decision(s). Thank you!

• Initial Complaint

  Date:12/22/2023

  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.

  Product is c*** Tore a hole in the crotch of my "indestructible pants" on the first day. They wouldn't offer a refund because we didn't have a subscription, turns out we DID have a subscription and when we finally realized that they've been charging our card for 5 months they refused to replace the pants, or refund the subscription. Dirty business. Total scam.

  Business Response

  Date: 01/02/2024

  We sincerely appreciate your swift attention to the issue raised by our customer, *******************, and we would like to have this issue resolved.

  ************** placed an order on July 18, 2023, and his order was delivered on August 2, 2023. On September 11, he reported that the pants had a tear after more than a month of use. In response, we explained that, given the outdoor and extreme weather nature of our product, we offer a lifetime warranty for replacements regardless of the cause. However, the customer did not opt in or subscribe when he was prompted upon initially placing the order. Given that the customer declined our lifetime warranty offer and had used the product for more than 30 days, we regretfully declined his request for replacement as per our refund policy - where returns or replacements are not eligible after the product has been used for over a month.

  You can find more details about our refund policy *************************************************************

  Recognizing ************** as one of our valued VIP customers, we extended a 40% discount code for his next purchase to ensure his satisfaction. Despite this, he declined the offer and insisted on a replacement.

  We greatly value your understanding and assistance in resolving this matter. Your support is important to us, and we want to express our gratitude for promptly addressing this issue. Once again, thank you for your prompt attention to this matter.

• Initial Complaint

  Date:09/28/2023

  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.

  Original purchase was in Q4 2022 as a Christmas gift. At the time of purchase, I was automatically registered for a VIP membership at a cost of $24.13/month. I did not notice this charge until an August 2023 credit card statement. I contacted Scorched Survival to understand what the charges were for and was informed of the membership. I was also informed that I had received a $10/month discount for being a VIP member which was worth $70 at that point in time. I requested to cancel my membership but learned that I needed to redeem the accumulated discount before cancelling, otherwise I'd lose the discount. I began attempting to redeem the discount approximately the first of September 2023 with no success. I contacted customer support to report issue. I was informed a support ticket would be submitted to resolve the issue and to allow up to 72 hours for resolution. I've now been through this cycle of reporting the issue and waiting for resolution for 3 weeks. I've escalated to speak with a manager multiple times in hopes of finding another way to submit my order with the discount but received the same response each time "I'll submit a support ticket...please allow up to 72 hours for resolution". In the meantime, I've been charged another monthly membership fee. I can only surmise that the tech support team is incapable of resolving the order (with a discount) submission issue or that Scorched Survival has no intention of allowing me to redeem the discount. I've spent several hours on the phone with customer support, mostly on hold, and no tangible solution has been offered to enable me to place my order. Out of frustration and despite losing the discount credit, I've cancelled my VIP membership to stop the 'bleeding'. I do not believe Scorched Survival has provided any benefit to being a VIP member since my original order has now cost more than 3x the original purchase price.My support ticket may be referenced via my email address.

  Business Response

  Date: 10/03/2023

  Hi,
  
  We would like to extend our sincere apologies for any confusion and inconvenience experienced by our valued customer, *****************************, in relation to their recent interaction with our VIP subscription service. We take customer concerns seriously, and we are committed to addressing and resolving this matter promptly.
  
  In response to the issues raised by the customer, we acknowledge that they received an email from us on September 20, 2023, containing a code that allows for the redemption of earned points despite the cancellation of their VIP subscription. We have also provided her with a link to our VIP membership's Terms and Conditions for their reference: **************************************************************************.
  
  It is worth noting that our VIP subscription offers a flexible cancellation policy - Not only can subscribers opt-out at any time, but they can also do it themselves on our website (without ever needing to call, email, text, or use chat to contact our Customer Support). We pride ourselves on making it incredibly easy for customers to cancel. The only "downside" is that canceling the subscription may result in the forfeiture of any accumulated points earned during the membership period. It is for this reason that we always recommend our customers use their points prior to cancelling their membership. 
  
  We do acknowledge that this customer had difficulty using their coupon (accumulated points) due to a technical issue on our site, which we are very sorry about. This was not our intention and our customer service was doing their best to provide assistance on an issue that they personally had no ability to resolve. As a result, we have refunded the last months membership fee as a courtesy to this customer, and to ensure that the customer is able to redeem their points as intended, we will be reaching out to them via email once more to provide a new redemption code. And despite their VIP membership already being cancelled, we will make another exception to allow the points to still be used.
  
  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:04/27/2023

  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.

  My wife order me a heated vest as a Christmas present. After opening it I discovered that the one pocket was sown incorrectly and was defective. I contacted the company and sent them the pictures and video showing the defect. In spite of my wife also purchasing the "lifetime warranty" they were unwilling to replace the vest. In all my wife spent $152.47 for the vest, warranty, battery pack and heated insoles. They tried to give me coupons for future orders and finally said I could return the items for a refund but that there would be a "restocking fee". How did I buy a NEW product and a lifetime warranty and be unable to return or get a replacement for a defective product. I did return the product and after more messages receive word that a refund would be issued to my wife's credit card of $121.98. Instead of a refund Scorched has now BILLED her credit card over $24 and I have been unable to get any explanation. I will now have to dispute this latest charge and likely never get my money back. This business is one of the absolute worst!

• Initial Complaint

  Date:03/20/2023

  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 12/24 I ordered two vests, size small and large, two batteries, and a scarf from the company. I spent $259.74 for the items described. We received the batteries on 1/7/23. The actual products arrived sometime later. We filed a complaint with the company on 2/2/23 that the small vest was defective. It took until 2/24/23 before the company decided to replace the product. The replacement product was received on 3/10/23, which after using was also defective. I filed a complaint with the company again, this time requesting a refund of the money spent for the item in which I was informed that a refund could be issued if the original packaging was intact. How is this possible to have intact packaging? I had to open the packaging to test the product. The company appears to sell defective products and not stand behind them or allow for effective returns of defective products. That tracking numbers for my order are as follows: USPS ********************** and UnExpress ******************.

• Initial Complaint

  Date:02/12/2023

  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 paid for 2- heated vest and asked if I wanted FREE heated insoles. I paid for and never received items till 3 weeks after I called and asked to cancel due to delayed shipping. I was then charged twice before I realized it. When I called customer support " they said I was not able to be refunded for clothing items, which were sent back to Puerto Rico for return. I was also told I was not able to have my monthly charge refunded because it was past 90 days. I never signed up for a membership. I would also like to be refunded for clothing items which I purchased, received late and returned.
  Order #id ******

• Initial Complaint

  Date:01/23/2023

  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.

  I received a product from Scorched Survival, that was not sized for american consumers, forcing me to return the package. I have contacted the company 4 times regarding the return of the product which they received to their facility on January 3rd, and have not received any communication from them regarding the receipt of the merchandise and replacement of the merchandise for a larger size. Each call have been given a different story. First was that I should have called them with the tracking number. I gave them the tracking number and they tracked it to their facility. They then said they would escalate it to ****************** I again waited for some communication from the company. I then called again last week and was told that it took up to a week for upper management to address the issue. I waited another week and today was told that **************** had escalated the request to the fulfillment center to verify they have the package and inspect it for damage. Tracking shows they received this on January 3rd and was confirmed by their customer service team. Additionally when I purchased this product I purchased their lifetime warranty, so their should be no need to inspect the garment for damage as it has a lifetime warranty. After much back and forth, the customer service representative indicated that tomorrow would be 3 week since it was received and at that point they would start processing it. I spent $160 with this company, I have nothing to show for it, and I have not idea if or when I will receive a new jacket in an appropriate size. I don't have any confidence that they will ship a new jacket and that I will actually get the product I bought sent to me. I would like someone from their company to reach out to me and assure me that I will indeed get a new appropriately sized jacket, that it will be expedited to me as soon as possible.

  Business Response

  Date: 01/23/2023

  Hi ****, 

   

  I am very sorry to hear you've had such a bad experience attempting to exchange your order. I will look into this and see why our customer service was not able to get it processed. It is most likely because it is shortly after the holiday season and there is a large number of returns/exchanges to process, but I'll find out for sure and make sure the reps you spoke with are coached accordingly.

  Regarding your order, I was able to verify receipt of your returned product, and have processed your exchange. I just created a new order and discounted it 100% for a Scorched Unisex Heated Jacket in size Large. You'll have an order confirmation for this order if you check your ******************* email. We process exchanges like this so that you'll receive shipping notifications etc. as if it was a normal order, once it's shipped out. 

  Let me know if you need anything else, and I am very sorry it took us so long to get this processed for you. 

  Best
  *****

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising 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.

  Purchased a heated vest the day after Thanksgiving, the website advertised free shipping for joining the *** club but didn't mention $25 monthly charge for membership, noticed upon the charge being made a month later.

  Business Response

  Date: 01/23/2023

  ******************, Thanks for contacting us.

  The charge you're seeing was for our Scorched VIP Club. When you placed your order, you opted to sign up for a 30-Day Trial. That is why you were sent a FREE $70 product (Heated Socks) and why your shipping was also FREE. Had you not joined signed up for a 30-day trial, you wouldn't have been sent a $70 sign-up gift and the shipping would have been $12.99.

  At the end of your 30 day trial, your membership then started auto-renewing as stated in our terms & conditions.

  We do apologize if you were not aware you were signing up for a trial, but it it clearly stated and disclosed on our site what the offer is and why you're getting a free product (if you decide to). The offer is not selected by default and you took affirmative action to select your free "sign-up" product. The good news is that you've already received ~$82.99 worth of value from your membership already. And the free product and free shipping are just the tip of the iceberg. One of the other main benefits is that you receive $10 worth of store credit every month, and also 30% off every subsequent purchase you make on our site.

  You can learn more about the full benefits of retaining your membership at this link:
  **************************************************************************

  It looks like you already called into our customer service on 1/20 and had cancelled your membership, so it looks like you're all set there. 

  I hope this clarifies.

  Best, Lycel