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:02/12/2025

  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.

  I ordered 2 Items from Carroll's sports cove in ****** Penn 2 Iowa Bed in a bag for 2 grandsons. on 12/12/24 and specifically wanted sent to address that was provided when ordering and sending Tampa FL. They did not receive the order . At the end of January I had to order from another Vender. and they received in 4 days. I would like a full refund as money was taken out the day of order. I had tried many times to contact them via email provided on Web site and calling them. I also had to have a new debit card issued . I would like a full refund of ****** includes shipping charges and I did file a fraud charge with my bank.

  Business Response

  Date: 02/13/2025

  I see this order was placed and was put on backorder. We reached out to you asking if you wanted to keep on backorder or cancel and we didn't get a response so it was put on backorder. We would have reached out to let you know once it came in to see if you still wanted it. I also see you didn't contact us about this order at all and going through the BBB was the first time you contacted us. I see you were credited for this order and I will take it off backorder.

• Initial Complaint

  Date:02/08/2025

  Type:Delivery 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.

  On Jan 23rd I ordered a ***** **************** pouch, ***** **************** pebble pouch and ***** **************** sunglasses. I never received the **************** pouch *****. I have contacted repeatedly by email and ****** would answer with we shipped it same time as other items. I kept saying I didn't receive it. Now no one will respond to emails. All I want is the item I paid for. It's only ***** but I did pay for it and never received it. You can only reach them by email so I can't speak to anyone. This is my first time ordering and I can't believe they will not send me the ***** pouch I paid for. I have no response to lie about a ***** pouch. I was never given a tracking order.

  Customer Answer

  Date: 02/10/2025

  It's been resolved ****** refunded the money. 

• Initial Complaint

  Date:10/10/2024

  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.

  Hello,I am filing this complaint against the Business known as Carroll's Sports Cove. This is regarding an online order I placed for some items in September 2024. I never received the order I paid for nor have I received a refund from the merchant I paid $183.76. The Vendor has yet to release my refund as they stated the order was shipped from their direct supplier. I paid the Merchant Carroll's Sports Cove $183.76 and not their Supplier. Thank you,**** ********

  Business Response

  Date: 10/18/2024

  This customer placed the order on Saturday 8/31, the order shipped on 9/3 and was delivered on 9/7. Post ****** tracking is ********************** showing it was delivered. When this order shipped tracking was emailed to him like we do for the majority of our orders. They did not contact me about a problem until 9/26 a month after the order was placed and over 3 weeks after it shipped. This is a very long time to reach out after an order has been placed, shipped and delivered, stating they  did not get it. Not to mention the items ordered were collectibles. When a situation like this comes up we contact the shipping courier and have them investigate or look into this. After looking into this, courier in this case informed us they show it was delivered to his location. We have tracking showing it was delivered, the post ****** says they show it delivered and advised it might have been stolen from their location. I am not sure if was stolen or not but advised my customer of this and told them if it is stolen from their front porch we do not refund or pay for situations like that nor do the couriers nor do we refund when the tracking shows and the courier states the order was delivered.
  
  
  I advised my customer many times in our back and forth to contact their local post ****** or talk to their driver to see if they remember the package or know anything about it. I did not get an answer to that.  I also let them know per our policy on our website that is presented and agreed to when checking out, for situations like this where we ship item, it gets delivered, the courier investigates and confirms they see it was delivered, we do not cover those losses or give refunds. It is up to the customer to request signature upon delivery if they live in a bad location. We do not put signature requested on all of our shipments because that will lead to a lot of packages being returned if customers are not home to sign for it.
  
  Now having said all of that above, to resolve this issue, I told my customer what I can do is ship another shipment out to them on our dime. We would not charge them any extra money and would pay for shipping and the products to ship them a 2nd shipment with signature required. They told me no.

  Customer Answer

  Date: 10/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22406655
  
  I am rejecting this response because:
  
  Hello,
  I asked you for the contact information of your supplier vendor of where you claimed these items were shipped from. l've yet to see or receive the information I asked for. I'd also like to know what your company phone number is as I will make sure to ask for whomever the apparent owner is or claims to be.
  At this point I don't have to accept any offers from you as this isn't **** or Mercari. What I want and asked for is to be refunded for my order. I don't need to be given an ultimatum from you as if you actually had the items shipped from a supplier why can't you provide their contact information to me as I asked?
  When the original order was placed there was no place for additional insurance. There was no place for a signature confirmation. All I could collect from the website is that all communication was done through email and couldn't find a telephone number.
  I took it upon myself to reach out to **** myself as that was who claimed to have delivered my order from Carroll's Sports Cove. If you want to go down this route I'm going to open a dispute with ****** and then you can try and work it out with them. The Better Business Bureau is also waiting on a response from you. I don't have time for this delay and back and forth from a shady business.
  
  
  

  Thank you,

   

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

  
  

  Customer Answer

  Date: 10/18/2024

  Hello,

   

  Ive had enough of this Business known as Carrolls Sports Cove. The owner or whomever this ****** person has tempted me into trying to accept an offer or be forced into an ultimatum. Im not going to be taken advantage of by anyone especially not by a business. Im not going to be told what I should do or have to accept. What I do know is the company was paid by me for the amount of $183.76, As long as this has taken regardless of when the order was placed and when the item the Business claims was delivered by the post office is not accurate or correct. I dont see a photo to prove any sort of delivery confirmation or any information that **** could provide. I reached out to **** myself and they unfortunately do not handle any sort of refunds. I asked the Business Carrolls Sports Cove for the direct contact information of where these items I purchased were actually sent or shipped from. Ive yet to receive that information. Unless Carrolls Sports Cove took the money amounting $183.76 to their direct supplier please let me know. Everything I see is that the money I paid and lost was put in the Businesss back pocket as profit. I am the customer and I am the one who is the money I paid. To discriminate against the area I live in is also something I wont allow or accept. The Business has no right or authority to speak on where a customer lives or the area they live in. I am highly disappointed in the situation that has arose and have no respect for this Business known as Carrolls Sports Cove. 
  

   

  Thank you,

   

   

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

  Business Response

  Date: 10/21/2024

  So I offered to pay to ship your complete order out again and we would pay for it but you said no and then accuse me of trying to take your money for profit?  I see you were refunded Friday to close this out and move on, not sure why I am still getting these messages.

• Initial Complaint

  Date:08/15/2024

  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.

  I went on the site. Its called Carols Cove and I bought a ******************* shawl with tax and everything came up to $37 and change. I never got a tracking number. I never got an email. I never got anything apologizing and *** been trying to reach out to them they reached out once And they said once they get the tracking number, theyll let me know but its way too long to get a tracking number I emailed them and asked them for my money back or a tracking number and I did not hear from them

  Business Response

  Date: 08/20/2024

  With all due respect they are not being honest in this complaint at all for anyone reading this. This customer emailed us 4 times in less than a 24 hour period and I responded to the email as I am looking at it right now..... and the first 3 words when I emailed her back was "Hello, I apologize". In that email I explained these ship factory direct and they are delayed unfortunately. This time of year with football season starting delays can happen unfortunately due to demand. She responded thank you. She then emailed me again later threatening a BBB complaint. I responded to her again ********************************************************************************************************************** early next week as that was the latest update. I also told her in that email if she wants to cancel and get refunded she can do that as well. She responded again saying thank you she just wants her item. Not once in any of her emails did she ask for her money back until this morning, 2 days after this complaint was filed and after I asked her why she filed a BBB complaint stating I was not responding to her emails when I was. I cancelled the order this morning and refunded her now in full.

• Initial Complaint

  Date:06/12/2024

  Type:Product 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 ordered two helmets on April 25, 2024. The total was $69.16 after shipping & tax. I received one helmet a few weeks an ago, but was charged a different amount. The second one came yesterday (June 11), and that also has a different amount. Ive been charged $78.11 total. Im asking for the difference to be returned.

  Business Response

  Date: 07/05/2024

  The customer never reached out to us first about this issue. They ordered 2 items that were marked as pre-order on our website. Per our pre-order policy when a pre-order comes in it ships right away separate from other items on the order and is charged it's own shipping. That is why there were 2 charges. I reached out to the customer and explained this to them.

• Initial Complaint

  Date:02/19/2024

  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.

  My husband *********************** purchased a **************** Birdie golf stand bag from this website on 4/3/2022 for the amount of $246.90, he contacted the company via email on 5/21/2022 that he still had not received the bag. He was told that bags were shipped from factory that they were delayed 2 to 3 weeks and asked for a tracking number which was never given. He was told that once they had a tracking number they would email him. That email was never received and the bag was not either. He did ask for refund and that was not received either. There is no contact number only email. Thank you

  Business Response

  Date: 03/05/2024

  This customer reached out to us almost 2 years ago shortly after the order was placed and we informed her it is a factory direct item that takes a few weeks to ship. After that response from us we did not hear from this customer until just now almost 2 years after that email. They never let us know there was a problem this whole time. We had it shown as shipped in our system with tracking as well. The customer made many threats to us about this situation (including a BBB complaint) even though we had tracking. It has been so long tracking does not show any information in the *** system anymore. However in good faith we sent another bag out for them (2 Years later!) and she acknowledged she got the bag last week and then still filed a BBB complaint.

• Initial Complaint

  Date:01/05/2024

  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 a **** ***** Magma Lamp Speaker for Christmas and it never worked. I called and the Voicemail said they take email Only. I sent in a request via email for a refund and was told by ****** that they would get back to me with an -RMA. Two weeks and 4 emails and no RMA. I don’t have time for this nonsense. I want my money back. Order ****** $ 56.07

  Customer Answer

  Date: 01/23/2024

  Complaint resolved, refund was received 

  Business Response

  Date: 01/23/2024

  Hello,
  I am not understanding what the problem is or why a complaint was filed as 2 weeks ago I informed you that you were credited in full and there is no need to return the defective item. On January 11th you replied telling me the credit was received. This complaint I believe goes on our record for the next 3 years for any potential future customers.

• Initial Complaint

  Date:12/03/2023

  Type:Product 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 purchased a ********* **** mini hockey helmet from Carroll’s Sports Cove and when it arrived it was not a ********* **** helmet it was missing the ********* **** team logos as described in the item description on their website (no decals whatsoever) and the plastic display case was cracked/broken and a piece was missing, but the box my shipment arrived in was in pristine condition, so obviously it wasn’t damaged in transit. I reached out to Carroll’s Sports Cove in hopes of having this matter resolved in a civil manner, but got no response whatsoever via email or phone so I wrote a truthful review on ***** ***** to which I got a response via trust pilot from Carroll’s Sports Cove stating he/they tried to get in contact with me thru email (not true) and that he would have corrected this matter since the item listed on his website as in stock and with ********* **** decals licensed by the *** was apparently shipped by a third party vendor. I ammended my ***** ***** review to include a picture of the wrong helmet (no decals) and the damaged plastic case a few weeks ago in reply and I’ve heard nothing further from Carroll’s Sports Cove regarding my wrong and damaged order/********* **** mini hockey helmet. I’ve grown impatient now and feel that Carroll’s Sports Cove has no intention of ever fulfilling their end of our business agreement/deal which was/is the purchase of one *** licensed ********* **** Mini Hockey helmet (with ********* **** decals) in undamaged and new condition as it’s clearly described on their company website to which I lived up to my end of the agreement in paying them the money I did for the advertised on their website item and they need to understand that I’m not going to go away until they 1) make it right and apologize on **********, or 2) fully refund my money in its entirety. I made a purchase from Carroll’s Sports Cove in good faith ad I’m not going to be done/treated this way by anyone and just lay down and take it… Carroll’s Sports Cove needs to fully understand I’m only getting started with them now. Thank you for your time Sincerely ****************************** *************************************************** ************* *******************

  Business Response

  Date: 12/14/2023

  I have attached a screenshot of our email from me to you on November 4th about this issue. I have attached another screenshot of my email to you on November 13th about this issue. I also attached a screen shot of our response to you on *********. I said this in our response on ********** and I will say it here, you never contacted us via email one time about this issue or responded to any of our emails as I keep asking for you to email us a photo. You got our response on ********** but still never emailed us a photo of we asked for on there.  You keep going to public forums to discuss your order and then call us liars. The contact us page explains right now to contact us via email. I asked multiple times now we just needed a photo of what you received to fix this. I still don't have a photo of what you received nor a response, except for complaints on review sites. This could have been resolved extremely fast had you just went through the normal process on our website like all of our other customers do. I have credited you in full now, you can keep what you received and am closing this order on our end. I will email you again now letting you know this as well.

• Initial Complaint

  Date:10/19/2023

  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 ordered a golf bag for my dad and it didn’t last 2 rounds of golf without ripping. Carrolls Cove replaced it. The second bag ripped in less than a month. I have sent emails but cannot get a response. I’m requesting a refund.

  Business Response

  Date: 11/02/2023

  I see this golf bag was ordered back in May, It shipped and was delivered. I see a month or so later you let us know after a few uses it ripped. I contacted the manufacturer for you and got them to send another bag out to you. It has been over 5 months now since the original order was placed and was contacted that the 2nd bag ripped again. In cases like this we normally refer customers to the manufacturer after this long of a period to get this resolved. In your case you asked for a refund, I replied letting you know we no longer have your card information on file and was waiting to hear back on another way to refund you. Not sure why a BBB complaint was necessary as I have been helping you the whole way. If you were going to file a complaint against anyone it should have been the manufacturer.

  Customer Answer

  Date: 11/27/2023

  The issue was resolved quickly. 

• Initial Complaint

  Date:09/18/2023

  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.

  I ORDERED A PRODUCT ON SEPT 10TH. yOU can only correspond via email. I have emailed them 4 times on status of my order and i have never gotten a response. with update if my product has been shipped out. I am on a time crunch Very poor business practices when you can not call and talk to human but they do not even respond to emails.

  Business Response

  Date: 09/22/2023

  I received one email from you and that was today when this complaint was filed and I responded and received no email back yet. I also see you ordered an item that takes additional time to ship per the website before ordering. I see that item shipped via the post office and tracking was emailed.