Complaints

This profile includes complaints for Union Bay Sportswear's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Union Bay Sportswear

  1633 Westlake Ave N # 300 Seattle, WA 98109-6227

• 

  Union Bay Sportswear

  PO Box 58710 Seattle, WA 98138-1710

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:07/28/2024

  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.

  I have attached a copy of the receipt, email exchange that I have had to resolve it, and pictures (what the pocket looks like = wrong pocket & what the pocket should look like = right pocket). Saying that you can process an exchange, and then saying when I run into problems that they are not able extend the ship window. That was not a problem in the first email instructions. I would understand if I changed my mind regarding the product and not being able to exchange it, but this is a manufacturing defect. I got the pants for the pockets. That is all you can do is not extend the shipping window for something that was a manufacturing issue. What can you do to help remediate the problem?

  Business Response

  Date: 07/29/2024

  Hello **** ***, 

  I have spoken with our customer service team, and they will be sending you a replacement today.  We apologize for your inconvenience and thank you for bringing this to my attention.

  We typically do not accept returns past our return window, but we do make exceptions to this rule on a case-by-case basis and in your case (with a defective unit) we should have done so.  This was an unfortunate case of our automatic return process not being thoughtfully reviewed by one of our **************** associates, and we have used this example to reiterate the importance of the review with our team.

  Have a great day

   

   

  Customer Answer

  Date: 07/29/2024

   
  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:05/15/2024

  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.

  To Whom It May ******** In *****, which belt company manufactures "Survivor Belted Cargo Short - Reg and *********** for Unionbay.com? Reason: on 5/8/23, on Unionbay, I purchased 11 "******* Cargo Messenger Shorts". The colors are: Black Cruiser Field Flint Grain Grenade ******************* Sand Taupe ************* locating the company established, this e-mail message can be sent to them. What I want to get their attention on is only one problem: the belts on the "******* Cargo Messenger Shorts's" (which were looped around the eleven cargo shorts I purchased) are way too flimsy as well as not sturdy at all. I have a very hard time applying it on my waist. The belt is staying on, but it's pulling the buckle out-of-place as well as the whole body of the belt is rolling. In that company's inventory, do they have access to other reliable belts which are looped around the ("Survivor Belted Cargo Short - Reg and *********** that's advertised on Unionbay.com) that match all of the colors I ordered? This way I can return all 11 belts in my possession over to that unknown company for the 11 better ones. I don't know if I have to make another purchase the belts that's looped around the ("Survivor Belted Cargo Short - Reg and ***********). Please help me communicate with them. Thank you. Regards, ****

  Business Response

  Date: 05/15/2024

  Hello and thank you for the opportunity to respond to this complaint.

  Our *************************** has worked with ******************* on a few occasions related to this order.  He originally placed 11 separate orders for these 11 pairs of shorts, so we proactively reached out to him to work to bundle them into one order and refund him $49.50 in shipping that he would have paid if the order had shipped as ordered.  We also applied a BOGO promotion to his combined order which saved him an additional $72.  

  On May 16th, 2023 he received the package and emailed us to let us know he's received them.  Then on May 26th he emailed saying he wore a pair for the first time and the belts were flimsy.  We do not stock belts separately from the shorts, so at that time ************** was given instructions on how to return the order and told we'd refund or exchange them for him.  

  In August we received more emails from him dissatisfied with some fading on a pair, so we replaced that pair without a return required.  

  We have reviewed our remaining inventory for defects in the belts and they are all of consistent quality.  

  Since we have provided him with the method of a return and/or exchange, we're not sure what else we could do to accommodate him.  We have not received any other feedback regarding the belt from other customers which has been consistent in sourcing and quality for many years on this and similar shorts.

  Please let me know if there's any further action we could take on this.

  Thank you

   

   

  Customer Answer

  Date: 05/20/2024

  Above, here's the e-mails that was exchanged between both parties since day one to the last day. All the information is there when contacting personnel. Any questions, comments or concerns, please contact me.

  Customer Answer

  Date: 05/29/2024

  Dear BBB,

   

  Just mentioned to Union Bay that all I need is to just find out where are the quality belts that's looped around on "Survivor Belted Cargo Short - Reg and Big & Tall". I want to know where did Union Bay purchase those kind of belts mentioned. This is the information I need so I can purchase it from the third party.

   

  Thank you.