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Business Profile

Sporting Goods Retail

Urban Surf

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 bought a surfboard and was not *********** was ready. Called a few times and never heard back. I went through an accident and did not pursue until now and still have not received info back.

    Business Response

    Date: 12/13/2023

    Hello,

    One of our employee's failed to gather contact info for the customer when the order was placed. This is not a normal practice for us as we need to have all customer info to place orders over the phone. We were not able to get in touch with the customer and after learning she had an accident she did not reach out to us for quite sometime. Recently we have made contact with the customer and are trying to work towards a conclusion to solve the issue. This was out of normal business practices for us and we will be using this as a learning opportunity to teach future employee's. We do strive for excellent customer service and will be more diligent about the process for these types of orders. We hope to fix the issue quickly now to make sure the customer is happy.

    Thank you for your review of the situation.

    ****

    Customer Answer

    Date: 12/14/2023

     
    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.  The owner will provide the board back and make this whole 

    Sincerely,

    ***************

Urban Surf is NOT a BBB Accredited Business.

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