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Business Profile

Sporting Goods Retail

Bauer Hockey, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

Customer Complaints Summary

  • 34 total complaints in the last 3 years.
  • 8 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:12/22/2022

    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.
    I purchased a Bauer Agent stick for $332.99 Oct 26/2022 and Dec 20/2022 it was broken in a u14 hockey game .I contacted Bauer and was given a generic response as to how the warranty is not available after 30 days . I was hoping that some percentage of reimbursement would given towards a new Bauer stick . Such poor customer service .

  • Initial Complaint

    Date:12/19/2022

    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.
    My 14 year old son purchased online a Bauer Nexus Sync Grip Intermediate hockey stick October 5, 2022 with his own savings. He had a small crack in the blade almost immediately. He did not know anything about a 30 day warranty so he did not talk to me about it earlier as he was embarrassed that he had spent $360 on a stick. He thought he could continue to play with it, but the now the crack has grown to the point that the stick is now unusable. He is not a big kid, and does not have a big slap shot so there is no reason the stick should not last for at least a season or two. I tried to return it at the local sports **** and they would not accept it back. My hope is that Bauer will stand behind their product and replace my son's stick.

    Business Response

    Date: 12/27/2022

    I have reached out to the consumer but have yet to receive a reply. 

    Email sent 12/21 at 8:34pm

  • Initial Complaint

    Date:09/01/2022

    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.
    Bauer hockey is not complying in good faith with it’s warranty of product defects. Bauer is claiming normal wear and tear on items used only a couple of times and purchased in less than 30 days. I attempted to have Bauer address a product defect which they denied for normal wear and tear. I was hoping Bauer would exchange the product in hope that it was a manufacturing defect. Since they would do nothing, I’m believing that they are purposely designing and selling inferior products to the youth hockey community in hopes to sell poor quality at top price.
    Bauer warranty policy: Please note that warranty claims, are for for any defects in workmanship, within the time frame specified for the item you purchased.

    Business Response

    Date: 09/07/2022

    We received the warranty request from this
    consumer for fraying of stitching on the internal goal pads. After extensive
    review with our goal and product quality team, there is no defect in this
    product and this type of fraying does not interfere with or detract from
    performance of the product. Bauer's warranty covers for defects in workmanship,
    but is stated clearly on www.Bauer.com that Bauer is not responsible for damages or abrasions to any equipment,
    as a result of playing the sport. Furthermore, it has been determined that due
    to normal use of the pad and constant friction from velcro on the knee guards,
    a replacement would have the same result.

    Business Response

    Date: 09/21/2022

    The circumstance of wear and tear noted by the consumer is due to interacting with any knee guards and not necessarily with only the stated combination of products. Bindings and cut/sew areas are always subject to abrasion and the product is not compromised. The claim will remain denied as the damaged stated is binding abrasion and not performance related.

    Customer Answer

    Date: 09/21/2022



    Complaint: 17808057



    I do not accept the business's response as a resolution to my complaint because: this is a a design flaw.  As I stated,  the product began to wear without the use of knee guards.  Knee guards are a common item used and goalie pads should not wear after only two uses.  Without the branded warning for these pads that apparently wear out on an accelerated scale. I disagree with your judgement.  I am surprised you would stand behind this flaw.  Please provide some recourse for your item.  If Bauer is not willing to provide an exchange or return, than what other options do I have as a consumer?  This flaw needs to be addressed with the public to prevent others from falling into your poor quality and bad design.  Please provide my options. Does Bauer expect consumers to purchase new pads yearly? If that’s the case, my concern is that Bauer is knowingly building design flaws in products with premature failures on a basis of common wear and tear.  Thank you, 



    Sincerely,



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

Bauer Hockey, Inc. is NOT a BBB Accredited Business.

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