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:02/18/2023

  Type:Product 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.

  On January 2,2023, I ordered White ******** Hearth By Empire - Vinyl Siding Vent Kit for Empire Round Vent Kit 1 $93.96 from Recreation Outfitters ORDER RECOUT817677 . I thought it was the whole vent kit but received 2 days later just the base to the vent kit. I contacted the company through email and telephone conversations three times the following week. I was assured a refund would happen and they would send me a shipping label to return the item. I bought the whole vent kit at ****** from the same company. No shipping label was ever sent though they sent me a link to their NO Hassle Return Policy page. No link for shipping forms or anything. I contacted the company by telephone a week after receiving the wrong part. The woman stated if I send the part back they would refund my money. I printed my own label and paid $7.66 on 1/12/23 and it showed through tracking it was delivered on 1/16/23. No word or refund. On January 24, 2023, I contacted them by Email that I had not received my refund. No response from the company. I again emailed the company on January 31, 2023. They responded and apologized for the delay. They would process my refund and it would appear in 2-3 business days and a notice would be received in 24 hours. I received notice on 2/2/23 that I will be refunded $50.54. I contacted the company rep by email asking why I was not getting a full refund. They stated they will check into it and get back to me. They stated they will check with management. They gave me no answers and the run around. They owe me $43.46 + the shipping cost of $7.66. I have received no word from them or remaining refund. They received the part back unused and in original shipping packaging. They have given me the run around and have no plan to return my entire refund owed me. They should not treat customers like this and keep money that is not theirs to keep.

  Business Response

  Date: 02/20/2023

  Hello,
  
  Greetings.
  
  We have checked the details of this order and the return & found that the issue started as the product listing was not that accurate. The product details have been fixed/updated online.
  We sincerely apologize to the customer for all the inconvenince caused and we are going ahead with the refund of the remaining $43.42.
  We do not have the option to refunding the $7.66 paid by the customer to ship back the order because our system will not allow to refund that amount more that what we charged for the order.
  As we charged total $93.96 so we will be able to refund the same i.e., $93.96 by refunding the balance $43.42.
  
  We wish the best to our customer for the future.
  Thank you.

  Customer Answer

  Date: 02/23/2023

   
  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:01/12/2023

  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 ordered an air hockey table from their website, because it said it would be delivered between December *****, 2022. A few days later, I found out it would not be delivered until after Christmas, so I canceled the order. As of today, January 12, 2023, they have not refunded my money, and are refusing to do so until they locate the item with the shipping company they chose. I never received the item, and am being charged for something I dont have. All communication with this company has resulted in them saying that theyre looking into. I dont believe thats possible after all this time, and I believe they are attempting to steal my money.

  Business Response

  Date: 01/22/2023

  Hello,
  
  Greetings.
  
  This order for an Air Hockey Table was placed on December 15th and the order moved to the shipping stage on December 17th as the shipping documents (*** - Bill of Lading) was already sent to the warehouse.
  
  We received an email from the customer on December 20th to request order cancellation. However, it could not be cancelled as that time because as per the cancellation policy, an order can be cancelled any time before it has been shipped but cannot be cancelled if it has shipped or moved to the 'in-shipping' stage. Later the customer contacted the shipping *** to inform them that he does not wants the item to be delivered to him and later the *** was cancelled by the freight booking team.
  
  We contacted the warehouse team to confirm if the pickup has been cancelled and the order amount has been refunded to Recreation Outfitters, so that we can also issue a refund to the customer. However, the warehouse team i.e., ******** Sports informed us that the order was indeed picked up by the shipping *** Forward Air and we were also sent an invoice.
  
  We again contacted the freight booking agent to inform that although the *** shows cancelled, but the Warehouse team says that it was picked.  The freight booking *** 'Freightquote' did some research and informed us the following:-
  
  "Carriers are saying they dont and didnt have the freight. The shipper provided paperwork for a product that wasnt loaded. The carrier stated to me they picked up lots of freight that didnt have paperwork as well as they had paperwork but no freight. So, I'd suggest they get someone to check their inventory count."
  
  I did ask the warehouse team to check about the inventory and we are still awaiting their response.
  
  Well, as of now, it is not known where exactly this order is, whether it has been picked up by the shipping *** or not.
  
  And Recreation Outfitters has also been charged by the warehouse team i.e., Escalade Sports and they are not issuing a refund to us and due to that the refund to the customer is also getting delayed. (Invoice attached)
  
  We are working really hard to get this issue resolved for the customer, so that the refund can be processed as quickly as possible.
  
  Thank you.

• Initial Complaint

  Date:11/30/2022

  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.

  Placed an order Nov 20,2022 RECOUT817152 recvd notification that it had shipped. Contacted the company for tracking number was advised it was on 8 week back order and my order was only for a stand. My order was for the Primos XL 400 all in one grill with stand and shelves. The rep *** advised me the website had a glitch and price has been updated to a much higher price than what I paid. Company is not wanting to stand behind my order for the price I paid wanted to refund me and make me pay price its showing on web portal. This is false advertising.

  Business Response

  Date: 01/19/2023

  Hello,
  
  Good day.
  
  We would like to share that customer paid $421.47 for (Heavy-Duty Stand, Side Shelves, Ash Tool and Grate Lifter) which are compatible with the Primo Grills Oval XL 400 - All-In-One Grill.
  The customer said as the item says 'Primo Grills Oval XL 400 - All-In-One Grill' then she should get the complete item i.e., The Grill and the accessories.
  
  We apologized to the customer for the confusion online and also explained her that for $421.47, we can only send the accessories and not the complete grill which is actually for $2,219.
  Also told her that the details online have now been updated. But she was not ready to understand and just wanted the full order. Told her firstly that is not possible, secondly, even if we somehow try to proceed with the order,
  the distribution team will never process this order or ship it out as this item is a drop-ship item, which comes directly from the distribution center and they will of-course not ship an item worth $2219 for just $421.
  
  As customer was not ready to understand and we have no option, so we cancelled the order and issued a full refund to the customer.
  
  Here is a copy of the email which was sent to the customer to explain the details :-
  
  "Hi *****,
  
  Good morning.
  
  Thank you for contacting Recreation Outfitters.
  
  This email is in regard to your order no. - RECOUT817152
  At the time of order being placed online, the price listed was $395 and the product details were - Primo Grills Oval XL 400 - All-In-One (Heavy-Duty Stand, Side Shelves, Ash Tool and Grate Lifter). The *** for this order is approx. **** weeks.
  
  Today when we received your call and discussed about the ***, we found that this order is actually only for the (Heavy-Duty Stand, Side Shelves, Ash Tool And Grate Lifter) and not the grill, that is why the price is only $395.
  
  On further investigating, found that the actual price of the Grill with the stand and shelves is $2,219. That means, earlier due to some software issue or technical glitch, the price was not listed accurately when the order was placed. We sincerely apologize for the confusion. However, the error was later rectified and now the price is updated.
  
  Now, we understand that it is not your fault, however, still the product which is worth $2219 can't be shipped with the payment of $421 (paid already by you). The distribution team of course would not fulfill the order till the time the balance is paid.
  
  We are not forcing you to pay this price difference, as it is just an option. As you do not wish to pay the difference, which we surely understand and as this order cannot go further and can't be shipped, so in that case, the final decision of the organization is to cancel this order and issue you a full refund.
  
  Once again, we sincerely apologize for the inconvenience caused.
  
  Have a great day.
  
  Regards
  Raj
  Supervisor - Customer Service
  **********************"

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18483086
  
  I am rejecting this response because: the rep *** admitted there was a technical glitch in the system which showed the advertised price I paid for the item. The item Description included the grill as well as the accessories. The company did not want to stand behind the price mistake it was showing online at the time I placed the order. Even after Rep admitted and pulled up my order the description showed the same one on their website but the price had changed to an astronomical amount of $2241.00. The company is saying I tried to buy a $2241.00 grill for $395 which was exactly the price the web portal showed. It was not my fault the price shown was wrong nor did I have any idea it was wrong. I ordered the grill based on the price shown at that time. The company is notorious for selling items then telling customers item is no longer available or shipping is way later than expected based on their reviews. Companies own up to their mistake and sell to customers the price they paid for an item. They should be held liable for their mistake and sold me the grill anyway. That was clearly false advertising and the company needs to be held liable for that. I would not recommend this company to my worst enemy. Never have I ever experienced something like this from a company before.

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

• Initial Complaint

  Date:11/28/2022

  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.

  Transaction: 10/17/2022 Amount :******* does not include tax or shipping What the business committed to providing you: " Hassle Free" Returns The item ordered was a MotoTec *** 110cc 4-*************** ATV Upon receiving, my husband started to put it together. Then, noticed it was damaged. I took pictures of the damage right away and sent it over to the company. They told me that they were looking into the problem .They told me they got a word from the manufacturer that they can ship a new body, or if they could just drill holes along the crack and zip tie it back together, They offered me a $100 discount to keep it as-is and told me to let them know if I agreed. I responded and told them absolutely not! Sending a new body would not fix the mechanical problems and that $100 was an insulting amount to offer considering the price of the item. I requested a replacement be sent or I wanted a refund. They told me that since I no longer had the original packaging that they could not take the item back, but that they would send me replacement parts. They instructed me to deal with the manufacturer, they didn't help either. I spoke to a manager *** at recreation outfitter, I had spoken to him on the phone another time, and he is the one who assured me that the manufacturer would now help me, which they did not. *** offered me a $200 refund. To which I told him it was NOT an adequate amount, since the repairs were going to cost me over $400 dollars. He offered no other solutions, and I have yet to receive any replacement parts or money for the repairs. I wanted them to repair or replace the damaged parts since that is what they claim in their policy. Account: Ord RECOUT816791

  Business Response

  Date: 01/11/2023

  It is very unfortunate that the customer had to face such an issue with the order.
  The manufacturer was ready to replace the broken plastic parts, but customer was not ready for that as there was another issue of technical fault.
  
  The customer wanted to get another bike under replacement. The manufacturer said that as the original order got damaged during transit, there is a high possibility of it happening again with the replacement order and it would be of no benefit either to the manufacturer or the customer, so they advised a return and refund of the order.
  
  However, as customer did not have the original packaging, the manufacturer according to their return policy, did not issue a return. However, still trying to assist the customer, they suggested the customer to talk to the manufacturer phone support to try to fix the mechanical fault.
  
  The customer did talk to them, and the customer wanted to get estimated $400 repairs amount to be adjusted or refunded.
  The customer was informed that it is not possible to provide $400 refund, however, maximum $200 refund can be given to the customer for the inconvenience.
  
  And that amount was indeed refunded to the customer.
  In the reply from customer where she has mentioned that she has yet to receive any replacement parts or money for the repairs, sorry to say but that is incorrect as Recreation Outfitters issued $200 refund on November 28th. (Screenshot attached)
  
  Thank you.

• Initial Complaint

  Date:10/28/2022

  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.

  Hello on 3/15/2022 I ordered a ************ stand/Fireplace When I received this unit one of the legs was delivered damaged. I then reached out to them on 3 separate occasions My Order number was RECOUT813394. I reached out 3 times as I received broken replacement pieces. I then had to hire a contractor to somehow make the part work using nails and glue to make the unit usable as every time I would ask for a replacement piece it would arrive broken. I had enough and I wanted a refund I was told I would be getting a refund of $899.00 on 10/4. I still have not received my refund and they are not returning any emails or phone calls. I keep trying to call but I get no one. I'm so upset by this and I just want my money back

  Business Response

  Date: 10/28/2022

  Hi there - after reviewing this case, it appears that the customer has contacted the manufacturer directly for a warranty claim. The warranty part came damaged in the mail, and was not shipped by Recreation Outfitters. We have given ****************** options, but he's refused to return the item, and contacted the manufacturer directly regarding his issue. The item received by ****************** was apparently damaged, but can't be sure the whole status, because we were not involved in this transaction. 
  
  We have provided options to return the item, but this has not been accepted. Customer doesn't want to return item, and is making threats of chargeback, unless he gets a refund. 
  
  Since it's now after the 30 day return window, and the customer has refused to return the item, we are closing the case on our side. 
  
  Thank you
  
  Recreation Outfitters 
  
  
  "Hi ****,
  
  
  Thank you for reaching out.
  
  
  As previously stated, we have canceled our request because the distribution center told us you contacted Hanover Warranty directly. The replacement you have received came from Hanover directly since you have reached out to them. Please reach out and report to them the damage on the replacement so they can replace it. We also have provided you with 2 options:
  
  
  1. We are 100% willing to proceed with a full refund, all we just need to do is have the item picked up. Just let us know once this is ready for pick up.
  2. We can also send a replacement, as long as you acknowledge that we can no longer provide additional discounts or credits to compensate for the delay. If this is not an option for you, then we do not have a choice but to have the item picked up for a FULL refund.
  We highly suggest you reach out to Hanover directly for your replacement warranty.
  Warm regards,
  
  ******"  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18327343
  
  I am rejecting this response because: Here is proof that I was offered a full refund from their company!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/28/2022

  Hi there

  It appears that the damage was reported after the 48 hour window
  
  Because of this, we can provide a replacement part to fix your item, or provide a $65 credit. 
  
  We will allow a return, but it would be minus shipping, since the manufacturer is willing to provide a replacement part free of charge. 
  
  Thank you very much and have a nice day. 

  
  ****

  Recreation Outfitters 

  Customer Answer

  Date: 12/01/2022

  I refuse to accept the $65.00 refund payment. The merchant told me and I have it in writing that I would be getting a full refund of the $899.00 I refuse to accept anything less. They told me they were going to refund the full $899.00

• Initial Complaint

  Date:09/08/2022

  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 literally could have cut and pasted many of the previously filed complaints. That is how common the complaint thread is. I received a Kayak and was not satisfied with the quality. It did have a couple very minor scratches on the bottom but that was not the reason for my return. The Kayak was never used, never left my house. I then embarked on 2 weeks of calling Rec Outfitters, waiting on hold for hours, and receiving promises that were never kept. ****** and *** in customer service are very good at deflecting authority and responsibility. They ended up offering a partial refund with a justification that the minor scratches on the bottom were my responsibility and that I had used the Kayak. Again, the Kayak never left my home. Eventually, worn down, I agreed to an 80% refund on the price paid. This refund was approved by ***************** at Rec Outfitters. ****** stated that she posted the 80% refund while I was on the phone and that I should see it reflected on my cc account in the next day or so. When I finally received the credit it was for 50%. No fore-warning of the bait and switch, no explanation in advance. When I phoned back and talked to *** he stated that when the credit went to the bank ***************** changed their mind and would only refund 50%. At that point the company ceased taking my calls and I received an email from ***************** that basically stated the same.

  Business Response

  Date: 09/10/2022

  Hi there - your item was returned damaged, and cannot be accepted for return. The item is not resalable, and thus cannot be accepted. Since it's not something that renders the item not usable and is being returned due to buyers remorse, we cannot accept the return. If you'd like us to send the item back, please let us know.
  
  https://recreation-outfitters.com/blogs/news/request-a-return
  
  Thank you
  
  *****
  Recreation Outfitters 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17936914
  
  I am rejecting this response because:

  Rec Outfitters states the Kayak was returned damaged. First, I have attached a picture of what they refer to as damage. 
  

  Rec Outfitters states the Kayak was returned damaged. Incorrect, these very minor marks on the bottom of the hull were present when I received the Kayak. Regardless, would any fair minded critically thinking person conclude these very minor marks to have a material effect on value. Of course not. 
  

  This company is a purchase experience nightmare waiting to happen for its customers. Just take a minute and review the many complaints. 
  
  Sincerely,
  *******************************

• Initial Complaint

  Date:08/22/2022

  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 ordered some fire rocks for an outdoor firepit on 8/7/22. They were black rocks on the website, paid $600 to have 200 lbs (4 50lb bags) delivered to my house. Delivery was quick. When I got the rocks, I could see they were gray, not black like the picture online. No big deal, I thought. Ill leave it all wrapped up, and returning will be easy. They will accept a return for full refund minus shipping costs (I paid $35 for shipping, so I thought it would be $600-$70, right?)WRONG. After 2 weeks of working this over emails the agent told me freight costs are $300. So I lose half of $600. Terrible. But okay. In prepping for return, I mention that it looks like only two bags are in there. Maybe theyve been repackaged into 100lb bags, I dont know. The warehouse responds, 4 bags were on the pallet when it left. You can only be refunded for 2 bags. What?!! So now I will be refunded $150 or less of the original $600. No one is taking responsibility. Everyone is pointing fingers at each other. Its been two weeks so the freight company says its not their problem if half the shipment was lost. And I am out $450, or possibly more? I am not sure this is even a real company to be honest. Everything about this entire experience has been shady.

  Business Response

  Date: 10/05/2022

  Hi there 
  
  I'm sorry, but the item is not eligible for a full refund, as it was signed for as all received, and the shipment was fully intact when it left our warehouse. Perhaps some of the product was unpacked by the consumer or someone at their home, and misplaced. However, we have provided the customer with images of the package before it left, as well as signed proof of delivery. 
  
  
  Recreation Outfitters

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17754629
  
  I am rejecting this response because:
  

  I have provided photographic evidence of the product as delivered, where 50% of what was purchased was missing. 
  Suggesting that I removed the product and then pretended it was never received is absurd. 
  
  The fact remains that neither Recreation Outfitters nor the freight company will take responsibility for the missing product.
  You cannot expect a mom with her two toddlers signing for a delivery  to know the difference between what 100lbs and 200lbs of rocks looks like.
  
  
  Sincerely,
  
  ***************************