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:07/22/2025

  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.

  The tracking on my purchase states that it was delivered but I never received anything.

  Business Response

  Date: 07/23/2025

  Please contact the carrier to verify delivery details and confirmation.   

  Customer Answer

  Date: 07/23/2025

  I called the post office, who was supposed to deliver my package, and they had no record of anything that matched my order number or the tracking number that I was given through the company. Please look into this matter for me. Im no longer interested in receiving the product. I just want my money refunded as well as the shipping cost. Thanks 

   

  ***** G Matthews 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23638642
  
  I am rejecting this response because:

  I called the post office, who was supposed to deliver my package, and they had no record of anything that matched my order number or the tracking number that I was given through the company. Please look into this matter for me. Im no longer interested in receiving the product. I just want my money refunded as well as the shipping cost. Thanks
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/23/2025

  I am investigating this matter and unable to verify order details.  I will reach out directly via customer email to resolve this issue

• Initial Complaint

  Date:07/03/2025

  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 purchased the Coolibar 42-inch Sodalis Travel Umbrella | Silver 1 One Size BZCE5ZNVX on May 18th. I never received the umbrella. On June 8th, I contacted customer service at **********************. I was told that the package was lost and they would resend the item. It is now July 3rd, and although I have contacted them again. However, I have received no response. I want Coolibar to refund my money. Please see the attached proof of purchase and customer service email exchange.I had a coupon for ($22.00 off) the Sodalis Travel Umbrella $55.00 $33.00 Subtotal $33.00 Shipping $5.99 Taxes $2.73 Total $41.72 USD

  Customer Answer

  Date: 07/04/2025

  Coolibar contacted me this morning and has stated they will issue me a refund.

• Initial Complaint

  Date:06/27/2025

  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 been a loyal customer of ********************** but most recently I have had a problem receiving items I have ordered. They offer me a replacement order and then I dont receive the replacement order. I have stressed with then that the shipping service they are using Mail Innovations is a poor means for shipping and I know Coolibar has insurance for missing shipment, I feel there is some illegal activity over at Mail Innovations in ********, **. I have never had problems with any shipments from Coolibar until this month.

  Business Response

  Date: 06/27/2025

  Thank you for bringing this to our attention.  A replacement order has been shipped using a different shipping method for delivery.   The team has been notified of this matter for further review.

  Customer Answer

  Date: 06/27/2025

  Further to my complaint, yes, Coolibar sent a replacement to an old address that I lived over 8 years ago, when in fact in my account with ********************** I have my current address in place and have lived at the new address and ordered from Coolibar at my current address. There is definitely a problem with the San Diego warehouse and I have no idea how it would have been sent to an old address. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23527165
  
  I am rejecting this response because:

  Further to my complaint, yes, Coolibar sent a replacement to an old address that I lived over 8 years ago, when in fact in my account with ********************** I have my current address in place and have lived at the new address and ordered from Coolibar at my current address. There is definitely a problem with the San Diego warehouse and I have no idea how it would have been sent to an old address. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/30/2025

  We apologize for any inconvenience, please note that the order has been sent to the correct address now.  Thank you for bringing this to our attention. We are taking this as an opportunity to improve training and processes.

  Customer Answer

  Date: 06/30/2025

  I have not received any shipments from this company. We are on the third try and there are no explanations as to why my orders indicate delivered, when in fact they are not delivered.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23527165
  
  I am rejecting this response because:

  I have not received any shipments from this company. We are on the third try and there are no explanations as to why my orders indicate delivered, when in fact they are not delivered.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/30/2025

  Order was shipped to

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

  APT3034

  Scottsdale, AZ 85250

  Customer Answer

  Date: 07/11/2025

   
  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,
  
  ***** *********

  Customer Answer

  Date: 07/11/2025

  Coolibar worked out the delivery problem in my case, but I think Coolibar should consider using *** and stay away from *** Mail Innovations. It was *** Mail Innovations who kept claiming delivery when in fact there was no delivery. 

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair 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.

  This business is a scam. They do not ship orders out. They have a 1.7 star rating on trust pilot and it is because they charge people money and do not provide the product. The customer service is nonexistent and they refuse to refund my money after several weeks of not shipping the item I ordered. Every time I reach out by chat they reply with "wait one more day" for tracking info. They are advertised everywhere and they are taking advantage of people.

  Business Response

  Date: 04/17/2025

  Good afternoon,

  I personally interacted with the customer on 04/14/25 via chat and on 04/15/25 over the phone. This order was cancelled which is why it never shipped. We are investigating as to why it was cancelled. A full refund was processed for the customer on 04/15/2025.

• Initial Complaint

  Date:04/01/2025

  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.

  I placed an online order with Coolibar on Sunday Mar 30. For some reason the advertised promo code was not entered on the order. I immediately called to adjust the order. The office was closed as it was Sunday. So I immediately (within minutes) emailed customer service to add the promo code and requested my order be canceled if this was not possible. I had no reply. I called customer service on Monday and asked that the promo code be added. He said this could not be done after the order was placed and that my order could not be cancelled. His only option was for me to place a new order and return the original at my expense. This was not acceptable to me so I disputed the charge with Am Ex and will not accept delivery of the items. I have a paper trail of all my email correspondence. Absolutely no service after the sale with this company. They have a F rating with the BBB, I learned while investigating this company. They do not care about customer satisfaction and the consumer should be warned. They are operating like a dinosaur company when a simple computer keystroke could solve the consumers request. This is not how online business is done in the modern age.

  Business Response

  Date: 04/01/2025

  Good afternoon,
  
  A representative on our customer service team spoke to this customer on three different occasions on Monday, March 31st, and advised the customer we cannot adjust an order after it has been placed. Promo codes are not automatically applied, they have to be entered by the customers at checkout before submitting the order. The customer knew this as she correctly entered the code for another order she placed a day before. Our customer service department is closed during the weekend as the customer stated, but even if it had been open, there was nothing they could have done to adjust the order. As we strive to ship our orders as soon as possible, our warehouse moves quickly to separate, pack, and create labels for them, for which we have a very small window to cancel an order. Unfortunately, orders placed outside of business hours cannot be canceled as they are in a pallet together with many other orders ready for pick up by the time our customer care team is back, that is, if the order is not gone by them. We know sometimes customers forget to introduce discount codes before submitting their orders, which is why we have a message above the PAY NOW click button that advises the customer to review the order before paying.
  
  We understand the customer is upset that her order could not get canceled or adjusted, but we also ask the customer to understand that we processed, packed, and sent her order out as she placed it. The option she has now was provided by the representative which is to place the order again (this time making sure she introduces the discount code) and return the original order once she gets it.

  Customer Answer

  Date: 04/01/2025

  This company has no service after the sale. ****** learned the hard way.  Am Ex is disputing the charge and I will be refusing this delivery.  I expect a full refund to my Am Ex card.  The business practice of this company is unacceptable to me as a consumer.  I shop ******, *********, Von Maur, The Company Store where I can easily cancel or adjust my orders.  This company doesnt want to hire adequate staff to accommodate their online customers.  They operate like a dinosaur company in modern times.  No thanks!!  Too many other great online
  operators who appreciate my business and honor my requests.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23145381
  
  I am rejecting this response because:

  This company has no service after the sale. ****** learned the hard way.  Am Ex is disputing the charge and I will be refusing this delivery.  I expect a full refund to my Am Ex card.  The business practice of this company is unacceptable to me as a consumer.  I shop ******, *********, Von Maur, The Company Store where I can easily cancel or adjust my orders.  This company doesnt want to hire adequate staff to accommodate their online customers.  They operate like a dinosaur company in modern times.  No thanks!!  Too many other great online
  operators who appreciate my business and honor my requests.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/02/2025

  We are sorry that the customer feels this way. Disputing the charge with her credit card company is her right, and we respect it. However, we once again, ask the customer to please understand that we shipped her an order based on how she placed it. We provide discount codes for our customers as part of our marketing strategy, but these codes are not automatically applied and need to be entered by the customers the way this customer did for a previous order. We thank her for her feedback as we strive to improve our processes taking into consideration the best interest of our customers.

• Initial Complaint

  Date:09/17/2024

  Type:Billing 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.

  On June 27th, 2024 I purchased merchandise from Coolibar with an offer code for 25% off the total order/website - I provided the email for verification of terms and conditions/exclusions. The code did not adjust the order total once I entered my paymemt information and submitted my order. I contacted **************** immediately after/same day 06.27.2024 the order confirmation reflected the original total without reflecting a discount. I expected this to be a simple refund of the 25%. Unfortunately, the response from the **************** team was that ********************** does not offer price matching and they were incapable of refunding or correcting any billing errors. I replied with an explanation that this was an incorrect charge, not a request to match new pricing or promos, to honor the code I was eligible for at the time of my purchase that failed to apply. Again I was told Coolibar would not price match. I responded a second time in an attempt to make the distinction but then heard nothing for another 10 days. The final contact on July 26th offered no resolution and refusal to refund the amount promised by their website and email promotion which I supplied for proof is eligibility.

  Business Response

  Date: 09/20/2024

  Good afternoon,

  The customer is correct that there was at the time she placed the order, a discount code on our website (ENJOYSUMMER) that allowed them to have a 25% discount on their orders. However, this was not automatically applied, the customer had to put the code in the bar where it says Discount code or gift card in image 6093 provided by the customer. 

  We processed ***** orders with this code during the promotion. It looks like what happened in this case was that the customer thought the discount was automatic and did not add the code before placing the order. Either way, the customer gets a total before submitting the order and she submitted the order even though the total did not reflect the discount. This is unfortunate but we cannot do price adjustments for orders that have already been placed, and this was communicated to the customer when she reached out to us. She was also given another discount code for 20% for her next purchase as a courtesy from Coolibar.

  Finally, the customer also had the option to return the order for a free refund so she can place the order again with the discount but declined to do this as well.

  We understand the frustration from the customer, but this was not an error in billing. The customer submitted her order after seeing that the discount was not applied and agreed to pay for the total on the order. She then refused to return the products for refund or reorder with the coupon on the website, and as I mentioned previously, another discount code for 20% was granted to her as a courtesy.

   

   

   

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22225459
  
  I am rejecting this response because:
  

  I did communicate several times to the customer service representatives that I had entered the discount code in the applicable field at the time I entered my payment. I have purchased from Coolibar in the past and am not unfamiliar with online shopping. No updated pricing was reflected after typing in the discount code however I hadnt entered my payment details and believed this must occur once payment was entered and submitted- which is what I did. I was never routed to a confirmation page to perform a final review of my order reflecting the discount prior to submitting payment. This is customary with online shopping, which is why I reached out to the companys customer service department within moments of placing the order to report the problem and request assistance. It was never communicated to me that I could receive a free refund or reorder and receive the same discount - though I fail to understand how that would be in the best interest of the company or customer instead of simply honoring the discount advertised. After the second email from their representatives, I received no contact for another week+ which would push the return timeframe. Their subsequent discount code exceeded that offered at the time of my purchase but I wasnt looking for more favorable pricing - just the correction/discount I qualified for and entered on the website. I couldnt have anticipated how challenging its been and how poorly Coolibar handles issues with their online ordering. I would not have purchased from them.  With prior orders I hadnt needed assistance and dismissed other customer reviews/complaints. A discount on future purchases is of no value to me since I will not be buying merchandise from Coolibar again after this experience. Buyer beware. 

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

  Business Response

  Date: 09/22/2024

  Hi ****,

  We are sorry about the confusion. Our website, like any other, provides the total amount of the order before the order is submitted so the customers are aware of what will be charged to their credit card. Our return policy is also on our website.

  As we are unable to adjust the price of an order that has already been placed, we want to offer you 2 options for you to pick to resolve this:

  1. If the merchandise is unworn, unused, unwashed and with the original packaging, we will do an exception and process a free return for you even though we are outside the return policy.

  Or

  2. We will extend you a gift card for $50.00 to cover for the 25% of your order.

  Please feel free to reach out to us directly via phone or through email.