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Business Profile

Camping Equipment

Eberlestock

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Camping Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints 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:11/29/2023

    Type:Sales and Advertising 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 purchased several items from Eberlestock's Amazon store on 11/13/23, 10/26, and 10/25. A recon bino harness and accessories.Order # ***-2882692-9385820/ Recon Handwarmer $69 Order # ***-1629962-7898601/ Recon Utility Pouch $34 Order # ***-2161185-6396224/ Recon chest rig $129 + Rangefinder Pouch $39 These items went on a sale a couple of weeks later for Black Friday (11/24) beginning on 11/20. Given the fact it was within 30 days and the items were eligible for return, I requested a price adjustment on the purchases as soon as the sale began.Eberlestock's Amazon store ignored my messages, so I contacted cust. support through their website. I was given a myriad of excuses for not accommodating the request. The unnamed rep claimed they couldn't issue refunds for their Amazon store, even though it's internally operated by their company. When I pressed, the rep switched up and send they only guarantee prices for 7 days, and it doesn't include Black Friday. When I pushed back again, they just ignored me. I could've returned the items, repurchased them for a lower price, and sent back the ones I had purchased, but I gave Eberlestock the benefit of the doubt, assuming theyd do the right thing when they got back to me. Well, by the time I heard back nearly a week later, BF sale was over, and they were not as helpful as I had hoped they would be. Eberlestock has been next to impossible to reach and totally unhelpful throughout this process. I have had similar interactions with many other companies, and price adjustments are typically issued without hesitancy. This behavior could potentially conflict with the *************************** Act. I would like Eberlestock to honor my request and issue a price adjustment equal to the difference between the purchase price and the pricing for their Black Friday sale.

    Business Response

    Date: 11/30/2023

    Hello *********** and BBB, 
    Apologies for any confusion. To address being hard to get a hold of, I wanted to help clarify that we have been in contact with the customer (***********) and have been very responsive. Even in one of the customer's screenshots of our conversation you can see a response within the business day. Mind you, this was during our busiest week of the year. We have had the same language throughout the conversation and have not switched up our answers in any way. Yes, we manage our Amazon account. We also manage all the other dealer accounts we sell through. That said, the transactions made through those accounts/dealers are not made with us, so we cannot adjust those transactions. As we informed the customer, if the order were placed through our website then we could have done a custom refund. We just simply do not have those capabilities through our dealer platforms. The only possible solution in this case was to return the items through Amazon for a refund and order them directly though us to get our pricing. Again, the issue there is we do not issue those returns nor do we control the protocols put in place by our dealer accounts. We love helping our customers and when we cant do anything to help them it is frustrating for us as well. We hope you understand why we were not able to help in this situation.  

  • Initial Complaint

    Date:08/31/2022

    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.
    Eberlestock promotion offering a free product if you placed an order for other items(F1 mainframe). I placed and received that order. The promotional item was not included. I called CS 8/31/22 to inquire and the CS agent said they would not fulfill their promotional offer.

    Business Response

    Date: 09/23/2022

    The promotional period for a free scabbard with purchase of a mainframe was exclusive only to orders on www.eberlestock.com. No third party sites are involved with this promotion. After careful searching for your order on our site, we have found 0 orders placed under ***************************** account. If there is another name this order was placed under during the promotional timeframe and on www.eberlestock.com we would be happy to honor the free scabbard promotion. Thank you.

    Customer Answer

    Date: 09/27/2022

     
    Complaint: 17805621

    I am rejecting this response because:

    Your promotion did not say that the item had to be ordered directly from Eberlestock.com for it to be honored.(please see the attachment with my original complaint) Furthermore the order was fulfilled directly from Eberlestock. Irrespective I could have received the same pricing and ordered it direct using govx on your site. Or is eberlestock no longer supportive of military? And knowing that I would have. Misleading promotion at bestFraud is nothing more than theft wrapped in a smile.


    Sincerely,

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

    Business Response

    Date: 10/12/2022

    Dear BBB representative,

     

    We have attached a screen grab of one of the customer's attachments where it shows "**************************" so you can see that this was an offer directly through our website. 

     

    Thank you!

    Customer Answer

    Date: 10/12/2022

     
    Complaint: 17805621

    I am rejecting this response because:

    Again this was never defined as to the terms of your promotion. Nowhere on any literature from your promotion does it say that it must be purchased exclusively from Eberlestock.com to be valid.  That highlighted portion is indeed a screenshot from a ******** advertisement, that links to Eberlestock homepage.  Im really unsure why thats unique or defines any terms of your promotion? Could you please show me where it says thats only valid to be redeemed on purchases made through Eberlestock.com? 

    I appreciate the opportunity youve given me to evaluate how Eberlestock conducts themselves.  

    The irony here is that I could have ordered direct from Eberlestock instead of through my pro account and retained the same pricing.  I just use that almost exclusively when ordering outdoor merchandise since that account is already setup and doesnt require filling out shipping address or personal information all over again.

    Sincerely,

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

    Business Response

    Date: 10/28/2022

    We are very sorry you missed the inscriptions and messages about this sale being directly through Eberlestock. Unfortunately, and in all honesty / sincerity, you are the only customer out of thousands that did not understand the memo. We appreciate your business and please let us know if you need anything else.  

     

    Thank you!

    Customer Answer

    Date: 10/28/2022

     
    Complaint: 17805621

    I am rejecting this response because:

    This is not a response to the complaint. Im not sure how it relates? Could you please explain?  


    Sincerely,

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

    Business Response

    Date: 11/16/2022

    Hey ******,

     

    Like we said in the last email..."We are very sorry you missed the inscriptions and messages about this sale being directly through Eberlestock. Unfortunately, and in all honesty / sincerity, you are the only customer out of thousands that did not understand the memo. We appreciate your business and please let us know if you need anything else."

     

    Also, we attached the screenshot one more time that YOU sent where it says EBERLESTOCK.COM (We have highlighted it and circled it for you).

     

    Thank you!

    Customer Answer

    Date: 11/16/2022

     
    Complaint: 17805621

    I am rejecting this response,

    There is no inscription saying this offer was only valid through a purchase directly from the manufacturer.  That image is a ******** screenshot showing your promotion. I have already responded to this. Thats trying to claim youre not honoring a promotion because it shows your web page?  

    Do better next time. 

    Sincerely,

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

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