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Business Profile

Event Planner

Go Ruck LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Event Planner.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 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:06/13/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Attached are 2 screenshots, 1 showing the checkout where it clearly says plateS (plural) not singular.

    I only received one plate

    So the second screenshot show a screenshot of me checking this with AI so I know I am not stupid for questioning this. It supports that this is misleading - I thought I was getting 2 x plates

    I tried to contact the business and they *** ***** literally confirmed in writing that the language is misleading, see screenshot.

    But they have refused to send the second plate

    Business Response

    Date: 07/02/2025

    The customer ordered one Ruck Plate as shown on the order screenshot. We also note on the actual product page that Ruck Plates are sold individually and not in pairs. They are called Ruck Plates because we have different sizes. Our CS rep told the customer this and even refunded some of the order for the confusion. 

  • Initial Complaint

    Date:11/14/2024

    Type:Product Issues
    Status:
    Answered
    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 7/15/2024 I submitted an order through GoRuck.

    On 8/1/2024 I reached out via email to seek a resolution for the fit of the ruck sack. I reached out again on 8/8/2024. I have sent several emails to the email address listed on the site with no response. I also called the phone number on the site 5x and left a voicemail.

    I can provide proof of emails sent if needed.

    I did not ever get a response from them. I disputed the charge on 8/12/2024. I have also left two 1 star reviews, in hopes to get their attention.

    They sent an erroneous reply to the dispute saying that they sent me a credit (attached). I did not ever get a credit (which I can prove with bank statements), and have not received a response still to date.

    At the beginning I was hoping to get a resolution. At this point I do not expect for them to make things right, as they have gone out of their way to do things wrong.

    I do think that they should be investigated for not abiding by their return policy, and being either unwilling or unable to communicate through the channels provided on their site.

    Please see attachments.

    Business Response

    Date: 11/20/2024

    Hello,

    Attached is a screenshot for reference, but this customer has not written into our Customer Service Team, but they did submit a chargeback through ******** Attached is a screenshot for reference of that as well. The chargeback is currently pending so we are unable to refund them or take further action as it is up to the bank to issue a refund at this point. 

    Customer Answer

    Date: 11/20/2024



    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********


    I am rejecting this response because:

     

    See attached proof of emails sent to GORUCK. Email address is what they provide on their website and on their confirmation. 


    Regards,


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






    Business Response

    Date: 11/25/2024

    Hello,

     

    This customer never reached out and all items are marked as delivered with no issues per tracking 

    Customer Answer

    Date: 11/25/2024



    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved

     Complaint: ********


    I am rejecting this response because:

    How are they possibly having this much trouble figuring out what I am saying. 

    Did they see the images I attached showing the emails I have sent to them? 

    I am not disputing that I got the product. I am disputing their adherence to their own return policy. 

    Happy to get on a call with them to show them how to open an attachment and see an image. I have provided proof of the emails sent several times now. 

    See attachments of emails sent to them in August 2024 in last message. 


    Regards,


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






  • Initial Complaint

    Date:12/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The company is trying to bait and switch customers. I bought a Ruck and half of the pictures of the ruck i bought show a lumbar strap on the waist. no place on the website is it stated that this isnt something included with the ruck. when I asked about it they said I can buy it separate and pay for it and pay for shipping again as well. this is a bait and switch to try and get me to spend more money for something they clearly show should be included based on the pictures they used to sell me this product and it not clearly stating this part is not included.

    Also the number on the company website is out of service when you call. ************

    This is a company that says they support veterans but they are trying to bait and switch them first.

    Business Response

    Date: 12/28/2023

    Hello,

    This customer wrote to GORUCK on December 14th complaining about a hip belt not being included with their gear. While our product page shows a couple of photos with a hip belt accessory being worn, thy are not included or mentioned as being included on the product page that they ordered from linked here:

    We understand some confusion and attached are screenshots for reference, but we did end up offering a 20% discount on a future hip belt if they wanted to purchase that separately and even refunded them for the shipping costs thereafter.

    Business Response

    Date: 12/28/2023

    Also, in reference to our phone number; this is a text line only. We do not have a customer service phone line. 

    We have since fixed this and added that this is a text line only via our FAQ page here: 

  • Initial Complaint

    Date:11/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Received a gift that a friend purchased from goruck.com valued at over $375.Contacted company to return as it was not something i could use. They refused to refund the any amount of the value to me, or reissue a refund to the person that gifted it. They would only issue a store credit. I struggled to fond some other item to spend it on and purchased two different style shoes they offer. The shoes did not fit and so were returned. Credit for the price of the shoes was given as credit but they kept all shipping fees. I wrote to them again asking for a refund for the entire amount as there is nothing on their website that interests me. They refused. ps. note that they initially issued me the $375.63 credit TWICE and i pointed that mistake out to them and they canceled one of the credits. i mention this to show that unlike them I am honest and reasonable with how i treat others.

    Customer Answer

    Date: 11/16/2023

    10 days later and not a peep from Go Ruck.
    It is an Insult for them to claim they share the values of integrity and honor that is the cornerstone of our Military when in fact they just act the polar opposite.

    Customer Answer

    Date: 12/11/2023

    thanks for trying.

    this company is clearly dishonest and uninterested in having a positive reputation and repeat customers.

    no wonder they are not bbb accredited.

    have reported to the state authorities since they choose not to deal with me directly or via your mediation.

    regards,

  • Initial Complaint

    Date:10/02/2023

    Type:Delivery Issues
    Status:
    Answered
    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 placed an order for $475, order number *******. The company website automatically filled in my address from 4 addresses ago. I didn’t know how they got it because I’ve never made orders from this company before. I immediately realized what happened and emailed them to have it corrected. They never responded and shipped my order to the wrong location. They then sent an email asking how my customer service experience was for the ticket I placed to have the address changed. A ticket they never responded to. I’d like a refund or my order sent to the correct address.
    *** ********* ******
    ******, **
    *****

    Business Response

    Date: 10/12/2023

    Hello,

    Attached are 5 screenshots from our interactions with this customer. 

    This customer used an auto-fill function with their computer to complete the address on their orders. They then realized they put in the wrong address and filed a complaint with the BBB before we could respond. 

    When business hours resumed, we immediately responded to their ticket by reaching out to the shipper (*****) for an address change. ***** responded with the address change confirmation. However, they did not change th address and this delivered to ****** instead of ******. 

    We then refunded them once the orders delivered on 10/4/2023 even though this was beyond out control. 

  • Initial Complaint

    Date:08/16/2023

    Type:Product 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.
    Received on July 8th. Sole on shoe is collapsing and can be felt on inside of shoe. Go ruck claims this is normal wear and tear and is refusing to fix under their guarantee/warranty. I have a 2nd pair of the same shoe that I have had longer that is not doing this. This is not normal wear and tear for a pair of shoes that have been worn 2 times a week for the last 5 weeks.

    Business Response

    Date: 08/22/2023

    Hello,

    We are sorry for any disappointment with your Ballistic Trainers. While the photos do not show a defect that we can see, we will be refunding you in full for your order ******.  If you paid by credit or debit card, your credit will be posted to your account within 2-10 days depending on your financial institution. Attached is a screenshot for reference. 

    Please let us know if you have any other questions or concerns by reaching out to. 

    Customer Answer

    Date: 08/28/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


    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. 





    Regards,



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




     

Go Ruck LLC is NOT a BBB Accredited Business.

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