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:04/06/2023

  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 shipped my custom made golf clubs from ********** back to moon township on March 27. I actually shipped two sets of clubs and one arrived on time on March 31. The other which is my custom made set is lost. They shipped them via ***** **** **** **** and **** **** ****. A women by the name of ************************************* has been giving me the run around since either fed ex or ship stick ripped off my shipping label on March 27. As of today they keep telling me my club will arrive tge next day.I have spent hours on the phone and email with both fed ex and ship sticks trying to find them. Although fed ex is the shipper I hold ship stick accountable since I booked with them. I believe I pound be refunded the entire cost of the shipping both ways for my inconvenience as well as buy me new clubs. I also want compensated for my time and effort.This business is not honorable and should be noted by the bbb. **************** is horrible because you wait hours to talk with someone .

  

  Business Response

  Date: 04/06/2023

  ****************,

  Good morning and thank you for contacting Ship Sticks through the Better Business Bureau. We do apologize for the inconvenience being caused in the return of your second set of golf clubs. However, as we have advised you the past few days, the second set of golf clubs is not lost, but delayed. It seems that somehow, the same tracking number on the set which you received on March 31st, has ended up on your second set of clubs. As mentioned to you earlier this week, the ***** label with tracking number ************ received scans in ******** on Sunday, April 2nd. Since then, the bag departed ******** this morning at 1:48 am and is scheduled to deliver to **************************** tomorrow, April 5th. When your round trip shipment was booked by **************************** on March 9th, the return delivery commit date for the bags was to occur by the end of the day on April 4th. Since this second set did not meet the delivery commit date the singular delayed shipment has been refunded and if golf plans are being interfered you are also eligible for our $200 Shipment Protection Plan. Our Shipment Protection Plan will cover rental and other golf-related expenses up to $200 should you need to play golf with rental clubs prior to the delivery of your actual set. We will not be able to refund your other return shipment, or your outbound shipments, as they all delivered ahead of schedule.

  Again, we do sincerely apologize for any stress this may have caused you, but I can assure you our team has been working this matter diligently and keeping a close eye on the tracking of your second shipment. **************************** is an exclusive partner of ours, and ships with us regularly due to our due diligence and handling of shipments when a shipment's transit does not go as planned.

  We will continue to track your shipment through delivery and provide you updates until delivery has been completed. If you wish to discuss this further, we can be reached by emailing ****************************************** or calling ************. Thank you for your time and understanding. 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19903252
  
  I am rejecting this response because: they have lied to you now also.  There was response it left at 1:48 is not true as well as it will be delivered tomorrow April 5.  They need to get their act together because tomorrow is April 7 not April 5.  They have originally promised me the shipment on March 31.  They have no updates and I have informed the pro at montour to look elsewhere because of this treatment.  I have spent hours on this and want to know when my clubs are going to be delivered.   They have lied to me for almost 2 weeks.  I want a full refund and my clubs .  I'm glad you caught them in a lie also *** it is quite a web They have created.  Ask them why tomorrow is April 5 and do they really have my clubs.  

   

  I want a full refund and a formal apology for how I've been treated and how they lied..  I also want new clubs because they have lost them and no one knows where they are..  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/06/2023

  ****************,

  Thank you for your reply, and I appreciate you addressing my mistake. I apologize for any confusion it may have caused. In my last email, I advised the shipment is scheduled to arrive "tomorrow, April 5th". This was a typo, and should have read "tomorrow, April 7th". Currently, the bag has the same scans as it did earlier today showing a departure out of ******** on Tuesday, April 4th. However, ***** is indicating the bag should arrive into **********, ** through the midnight hours, and be loaded onto a delivery vehicle tomorrow, April 7th for delivery to ****************************. I have attached a screenshot which confirms this information directly from the ***** website. This tracking number, matches the ***** tracking number I referenced in my prior email which is "395547499040". 

  Additionally, I have attached another screenshot of your order confirmation from March 9th, which shows both of your golf bags on the return shipment had a delivery commit date back to **************************** of April 4th. We are unable to refund you for the outbound shipments or other return shipment which all arrived ahead of schedule. However, we have submitted a refund for this (1) delayed return shipment. Since your shipment was billed directly to **************************** (the club booked and billed the shipment to their account), the shipment will be credited to the club on their next billing invoice. **************************** will then have to refund you accordingly through their own accounting procedures. 

  Lastly, we do take matters such as this one very seriously. Therefore, if for any reason your shipment does not arrive tomorrow, April 7th, we will move forward with a package investigation. We do not anticipate this to be the case, but if we need to move forward with a package investigation, we have (10) business days to locate your shipment from the original delivery date (April 4th), before an insurance claim can be filed. As always, if you prefer to discuss this matter by phone we can be reached at ************.

  We will monitor your shipment accordingly, and be in touch tomorrow with another tracking update via our active support communications. Thank you for your time and patience while we work on resolving this matter. We are sorry for any inconvenience this delay may be causing.