ComplaintsforRiddell
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Complaint Details
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Initial Complaint
08/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Speed Flex helmet on June 16, 2023. I had the helmet painted, and everything was great. When I reassembled the crown pad and the main pad, the retainer grommets popped off. The plastic threads were stripped. I called Riddell, and a customer service person instructed me to fill out the online form for refurbishment, which was odd because practice started on July 12 and my son would be without a helmet for up to 6 weeks. I just needed replacement pads. I filled out the online refittement form like the customer service guy instructed me to, but I have yet to receive instructions via email on shipping information or any other process to fix the helmet.Business response
08/07/2023
Our ************* Manager has reached out to the customer to gather more information and offer a resolution. The customer did not answer the call and a voicemail message was left. When we able to fully understand the situation and can offer a solution, I will update this complaint.Initial Complaint
07/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order number ********* Placed order for an XL sized football helmet and a pump with oil for the helmet for my son. I only received the oil and pump in June to my address. Called about helmet a few times and Riddell kept telling me that his helmet was waiting for the shell. Now got notice about shipping and they sent the helmet, that I paid $550 for its going to some stranger and their home. Not my address on the order. My address is ***************************************************.Business response
07/13/2023
Apologies for this inconvenience. We have a technical error which is sending the wrong tracking information to customers. The tracking number for order 442176182 is ****** ************ and can be tracked with this link: *****************************************************************************************
The shipment is out for delivery as we speak and is expected to arrive to the customer between 1 - 5 PM today.
We are aware of the technical issue and are working to remedy it as we speak.
This order belongs to
***********************
4251 FM 2181 STE 230-439
*******, ** 76210
Again - please accept our sincerest apologies for the inconvenience this may have caused.
Initial Complaint
06/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Riddell- ******************************************************************************************* Order No. ********* Riddell advertises free returns. Took five days of phone calls to connect with customer service per their instructions to obtain a return authorization.From their own packing slip "We want you to be completely satisfied with your purchase. Our return policy is simple. If you are not pleased with your merchandise for any reason, you may return the product within 30 days of receipt. Returns will be issued in the same manner as the order was paid."Upon finally connecting with a live representative on the sixth day of trying, I was informed this would take a little while and warned I'd be charged a restocking fee. I am being charged a hidden $75 restocking fee because as customer service rep ******************************* explained, Riddell will just throw the helmet in the garbage when it is returned. There is nowhere in the purchase of the item or shipping that clearly states returns will have a $75 restocking fee. This hidden fee is stealing money from the consumer.Business response
07/10/2023
Good Morning-
Apologies for the delayed response. I was out of the office last week and am just seeing this notice now.
Our return policy is listed on the link below as well as in the terms and conditions which customers agree to when processing an order. However, we do sympathize with this customer and will take the action of waiving the restocking fee for the inconvenience and confusion experienced on this order. We apologize for any frustrations we may have caused on this and hope this is an acceptable resolution.
********************************************************************
Customer response
07/10/2023
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.
Sincerely,
*********************Initial Complaint
07/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On March 7th we ordered a Speedflex helmet through our head coach who placed a order for 3 helmets through a Riddell Service Rep. ** expected the helmet in May. After repeated inquiries the service rep. ******** the coach that he had failed to place the order for him in March as he indicated he had and that he could no longer get them. I contacted Riddell directly who told me there was a product shortage and they could not process any new orders. I contacted them a second time pleading my case that had their rep. placed the helmet order when we paid for them we would have our helmet. The only response was I'm sorry. Now we are nearing a senior football season and there are no helmets available from any other source that fit my sons head correctly. While I received my money back after waiting 4 months for a helmet, I am distraught that this company and their sales rep have put me in a situation that I can't find a resolution to. If they could find one helmet to fill my order immediately this would be resolved, but they seem to only be trained to say "no, we're sorry".Initial Complaint
06/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Riddell the sports equipment company has taken over 7 months to resolve a billing error in which they incorrectly have our school as owing them money. They have also not accounted for 7 missing helmets from an order placed a year ago. Currently they have not provided me any status updates on 3 new orders. My sales ***************************** and the Regional Manager ********************* have not returned my communication to resolve these issue. Our last day of shool is June 25, 2021 and we are required to resolve all accounts before that date. In addition, because of the situation we have a new large purchase order needing to be filled that is on hold.
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.