ComplaintsforCarroll's Sports Cove

• Initial Complaint

  05/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made this Order #****** made on Tuesday, May, 02, 2023 for a ******************* Victory Wristlet (*********-****-*) for $18.95 Total w/tax & shipping $27.67) Monies were withdrawn from the payment source immediately. I'd ordered this wristlet to act as a companion for a Coach Backpack I bought my daughter for her birthday. I ordered from Carroll's Sports Cove rather than the *** shop because they are a local supplier, allowing me to support local & maybe get it delivered in the time frame promised. On May 4th I received an email with an "Order status update". I saw the email on the 5th and upon clicking through I found my ORDER CANCELLED! Nothing on the website stopped me from ordering an out-of-stock item, yet the emailer tells me THEY saw "out-of-stock" on the item, effectually calling me an idiot or a liar!!!, Carroll's thinks its OK to list out-of-stock items -which I contend & stand by is what they did, Being from Pen Argyl, PA Carroll's Sports Cove KNOWS that this is NOT how you treat ************ ******' fans. Trying to complain to the company I go to "submit a form" on the website and I see a big RED message - "Be careful ordering from us because our system is going through maintenance" (or some other such excuse). But still I filled out the entire form hit submit (which didn't happen) The website came back with: “use your back button and submit the form again” & a blank form - the tell tail sign of a company not really concerned about their customers. In email exchanges "maintenance" was the response of choice! The email pointed out that I had been refunded when I described my intent to voice & register complaints, and indeed the amount was refunded, This website is low-budget and the company is unapologetically on that same level.

  Business response

  06/11/2023

  Hello,

  I apologize about the item being out of stock. I will try to answer each concern you had. Per the availability section when viewing an item before ordering and noted when checking out, nothing on the website says in stock or guarantee an item being in stock. This is because we stock items, use 3rd party suppliers and manufactures to also fill orders if we do not have it in stock. Items can sell out quick due to demand at times. I see your order was placed and then an email was sent shortly after showing it was cancelled and your ****** account was refunded right away. No one called you an "idiot or a liar" and the fact it was a ************ ***** item does not make it more important than any other order we receive. Our system is currently going through maintenance right now and the contact us form was not working properly and was taken off. 

• Initial Complaint

  01/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1 7 22 no delivery

  Business response

  01/30/2023

  Order was placed for an item that takes a few extra days to ship per the website before ordering. I see this shipped ***** tracking ************ and was delivered. Customer emailed us twice and both times they were responded too. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a golf bag for my husband that I needed to return. Their return policy says to contact them within four days of ship date ( how do I know what day it was shipped and they can't or won't provide it since its a third party). I wrote them an email (no phone for this business) requesting an RMA# on the DAY I received the bag and I'm still waiting. I got one email 6 days ago saying they were working on it but nothing since. It seems they are deliberately stalling to miss that window.

  Business response

  01/06/2023

  Hello,

  I am not sure why this complaint was filed as I emailed you back on 12/30 with return instructions. just emailed them to you again today.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Last week placed an order. Numerous attempts to get a tracking number. No response. Very bad customer service. Don't know how to cancel this order.

  Business response

  08/03/2022

  Customer placed the order Wed. July 27th in the evening after we closed for the day. It was then processed on Thursday sent for shipping on Friday and shipped on Sunday ***** ************. The customer emailed me right after placing the order on wed the 27th while we were closed and then emailed me the next day asking for an update.  I responded that next day and told him this would ship either Friday the 29th or that monday the 1st which he responded to on friday "THANK YOU".

  To sum this up, he ordered late Wednesday night and it shipped by Sunday. He asked when it would ship and I responded to him right away telling him when it will ship and it shipped within that timeframe. These make up a lot of the complaints filed against us on here. Complaints that shouldn't have been filed in the first place for orders that shipped on time. I then have customers who email me stating they see complaints against my business.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased two mini football helmets (one white ******* ******** helmet and one copper ******* ******** helmet) from Carroll's Sports Cove and received two helmets within a week or so. I don't recall receiving an email confirmation with an order number, but I may have accidentally deleted it. However, one of the items received is incorrect (I received an ******* ***** *** ****** helmet instead of the copper ******* ******** helmet). I called the number on their website and it states they are not accepting calls to email them. The website also has a form to submit via their "contact us" tab on the bottom of the page. I completed three submissions via the "contact us" page and sent one email without response. One of the fields requests an order number, but I do not have one and nothing was included in the package I received. I am looking for a response so I can either get the item I ordered that was not received and return the item that was accidentally sent or receive a refund for the item I didn't receive and send back the incorrect item. Thank you for any assistance you can provide in getting this matter resolved. Have a good day!*********************

  Business response

  05/26/2022

  Not sure why a complaint was necessary however customer was sent a wrong helmet by mistake. I sent a pre-paid return label for him to send this back on our dime and then credited him for it. 

  Customer response

  06/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I received an email from the business the same day I submitted the BBB complaint.  They sent a pre-paid shipping label to me and I returned the item that was sent by mistake.  The owner refunded the cost of the helmet minus shipping costs. Not sure why he didn't refund those costs, as the wrong item was sent, but it was not worth pursuing.  The business owner also sent an email to let me know how these types of complaints hurt small businesses.  As I previously mentioned, I had reached out numerous times without response prior to my submission.  If the business owner had responded in a more timely manner, I would not have submitted a claim.  
  
  Regards,
  
  *********************************
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have received this product and DO NOT want it and want to return,I sent an email back on 2/6 that said if I cannot receive the item by 2/13 that I do not want it. There was not response from the company and then the item was shipped on 2/14.I have place a dispute on my credit card,Please have someone contact so I can get an RMA # and return your product. I will NOT pay a restock fee as I requested the order to be cancelled yet you still shipped.From: ***************************** <********************>Sent: Monday, February 14, 2022 2:45 PM To: [email protected]: Re: Your order status at Carroll's Sports Cove has changed Hello, On 2/6 i emailed and specifically requested that this order be cancelled if it could not be received by super bowl 2/13. It has now been shipped and I do not want the product. I have put a dispute on my credit card foe this charge. On Feb 14, 2022, at 2:20 PM, Carroll's Sports Cove wrote:?Carroll's Sports Cove Order status update Hello again, **********.We've updated your order! Please see the table below for more information. View order status THE STATUS OF YOUR ORDER HAS CHANGED: Please check your order below for the estimated ship time or tracking information. If you check underneath the item/s you ordered, you will see the tracking number, estimated ship time or item status.-Any questions please contact us at [email protected] Order #****** Tuesday, February, 01, 2022 NAMECODEQTYPRICE ********** ******* ****** ***** Pet Jersey Xtra Large (Shipped)*********-****-XL117.95 Subtotal17.95 Shipping7.95 Tax0.00 Grand Total25.90 SHIPS TO *********************************  Spring, TX ******** US United States  ************** BILL TO ***************************** Indianapolis, IN *********US United States ************** ********************

  Business response

  02/18/2022

  Hello,

  Per the website the customer ordered an item that takes 5-7 business days/1-2 weeks to ship. They ordered this on the 1st. When viewing the order they placed, there is no mention of the date it was needed by. My customer emailed me yesterday and I gave them return instructions to send this back. Not sure why they felt the need to come to the BBB to get this resolved. 

• Initial Complaint

  01/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered an item on December 27th, 2021. I never received a confirmation email, or any email at all since payment. Cost of item was immediately debited from my account after purchase. I have sent this company THREE emails asking for a confirmation of my order and they have not responded. Their customer service phone number is no longer accepting phone calls, they tell customers to email instead thereby do not allow us to speak to anyone to get our problem resolved. I still have not received any email or any confirmation of my order when the amount of the order was immediately withdrawn from my account upon purchase.

  Customer response

  01/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ****
  

  Business response

  01/04/2022

  Hello,

  With all due respect I do not agree with this complaint. Customer placed the order on 12/27 after I closed for the day. The order was received and processed the next day. The customer contacted me on 12/28 which i did respond to. The customer also contacted me on 12/31 and again i responded to them. They reached out to me yesterday with another email and complaint and again I responded to her. I have screenshotted all 3 of my email responses to her. I also left her a voicemail yesterday letting her know the order was cancelled and refunded. Chances the customer has a spam folder that is picking this up or blocking my emails altogether as she said she did not get the original confirmation email in her first email to me. 

• Initial Complaint

  11/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order June 14th - by July 6th I requested an RA - I finally received the return authorization on July 19th and paid to have the item shipped back - tracking #****************** - which was received on 7/27/21 by the vendor. To this date I have contacted them a total of 13 times, when I receive a reply, it's usually "we're looking into it" and I have still not received a refund. I have paid for an item I do not have. I would really appreciate your help in getting my money back. It was not an expensive item but it's the principle at this point. Their customer service has been less then helpful.Thank you

  Business response

  11/10/2021

  Hello,

  I checked the email responses and I don't see that many emails from you however you ordered this bath robe and the bath robe shipped ***** and received the bath robe. You then emailed and asked to return it which I gave you return instructions to send it back to the manufacturer as it shipped from them to you in this particular case. I gave you the **** and return instructions. You gave me the return tracking via a photo I could not read and asked for you to get me the tracking which you then gave me. I asked and they did not get this back. However I will credit you in good faith now to close this out and work this out with them.

   

  ******

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. I ordered a ************ Golf bag. I did not receive a ************ golf bag...I received a golf bag from another team.2. The WRONG bag was received on August 24, 2021 3. The WRONG bag was shipped via *** to my residence.4. The order number is Order #****** *** Tracking Number: *******************. I contacted the company via their customer support email: ***************************** because they are not taking phone calls at this time 6. I have reached out to them several times, starting on August 29th. The contact name on the emails was a person by the name of ******.7. Carroll's Sports Cove contact info: please send an email to ****************************** Please make sure to include your order# in your email as this will help speed up response time. Thank you! Phone Number: ************** 8. The response from the merchant initially was that they would ship a replacement item and provide me with the tracking number of the replacement item in a few days. No replacement received

  Business response

  09/22/2021

  This bag shipped factory direct and they sent the wrong team by accident. I was in contact with the customer and the correct bag shipped *** tracking of ****************** and was delivered. 

  Customer response

  09/28/2021

  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. I appreciate the quick response from the company after filing my BBB case.
  
  Regards,
  
  ******* ********* 
  

• Initial Complaint

  08/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/15 ordered a mini football helmet for 42.15 never received a confirmation e mail or any response at all , but the 42.15 has been taken from my checking account , I contact Carrols via e mail still no response what do ever.

  Business response

  08/20/2021

  I see you ordered this brand new style of helmet on sunday and it shipped with post office tracking of **********************. I have also responded to you via email on the 17th, 18th and today the 20th. I have also left you a voicemail today as well. if you are not getting my emails please check your spam folder and they should be in there.

  Business response

  09/20/2021

  Customer was credited back on August 25th for the full amount of $42.15

  Customer response

  09/21/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  

*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. ↩