ComplaintsforTeam Express
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered StringKing 2022 Metal 2 Pro -3 Baseball BBCOR Bat on 02/06/24 and the purchase price, after using 15% off code, including tax, was $108.08.The order number is ********** and the **** tracking number is *********************** I received notification the item was "shipped" on 02/07/24. The item was expected to arrive by 02/09/24. After not receiving the item I called customer service the first time on 02/09/24 and they said because of an ice storm, the **** had been experiencing delays and said my best bet would be to call ****. I called **** and they told me there had been no live scans on the item, which means the shipping label for the baseball bat was created automatically and no one from **** had scanned the label at all. The item either never left B.E. or was picked up by **** and never scanned. I called B.E. again on 02/14/24 and spoke to ****** in customer service. She assured me the item had been shipped and was placed in a bin of up to "thousands of items" and the carriers just don't have time to individually scan each item. She said there was nothing she could do except hope it just shows up, and if it doesn't, I'd have to wait until 02/22/24 to get a refund process started. The baseball bat was never delivered.I had to purchase the same bat elsewhere, spending $100 more for it. I called B.E. again on 02/22/24 and spoke to the same customer service **** ******* She said she would process the refund but it would take 2-5 days. I then asked to speak with a manager and I was connected to ****************************I explained the situation and she simply blamed **** and said they've been having issues with all of their carriers. I told her I have spent over 2hrs of my time on the phone with them and **** trying to get this resolved and had to spend an additional $100 on the same bat elsewhere. All she could offer was 20% off my next purchase. I would like $100 store credit to make up for wasted time and the difference paid for the same bat elsewhere.Business response
03/25/2024
*************************** did indeed order the StringKing 2022 Metal 2 Pro -3Baseball BBCOR on 2/6/2024. His order was shipped on 2/7/2024 via **** tracking ********************** picked up and accepted by the **** carrier with all our **** shipments. Once **** or any carrier has possession of the package from Baseball Express we have no control over it from there. Per **** there was a closure of a major sortation hub that services the *** plant (closing on 1/31/204), large volumes of containers were diverted to *** plant with no notice, plus there were weather issues.
Our customer service department spoke with ****************** 3 times and emailed him once, explaining the **** issues that we were facing regarding his package. On 2/22/24 we refunded his money in full and asked him when **** does deliver his bat to return the bat with our prepaid label, which he agreed to do.
We find on ****.com the package was delivered to him on 3/1/24, and we have not heard anything regarding the return of the bat from ****************** that he agreed to return. So, at this point, ******************, has received the bat, a 20% discount on a future purchase and a refund for it. This is all we are prepared to offer him at this point.
Baseball Express partners with all consumers to provide high quality sporting goods in all sports specifically baseball.
In the future when ****************** orders again, we know it will be a great experience.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.