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:05/31/2025

  Type:Service or Repair 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 shark popsicle watch. The package came in the timeframe it was supposed to. However upon opening the package, it was the incorrect product. They sent me the freestyle x **** *****. You can clearly see on the packing slip that I ordered and should have received the popsicle. They are two clearly different colored watches. So I tried calling customer services, to which automated system told me there were no live representatives and to email support. I did this and they responded asking for pictures of what I received. I did this and have still not heard anything else. This was for a birthday gift and will now be unable to give. I am extremely disappointed. I cant even find the one I wanted on ******. If it was out of stock then I should have been notified, not sent something I didnt want.

  Business Response

  Date: 07/21/2025

  As noted in our communication with *******, no one likes it when things don't go as planned, but it can happen from time to time, and I'm sorry that it happened to her. That being said, the best we can do is try to remedy the situation as quickly and carefully as possible so as not to compound the error. I understand she was frustrated with the timing of it and chose to file a complaint with the Better Business Bureau, but given the circumstances, and the fact that the situation was resolved for her within a few days, I had hoped she would be willing to withdraw the complaint instead of requiring us to answer it in a forum like this when it has already been resolved.

  We pride ourselves in having an extremely low error fulfillment rate but we certainly aren't perfect.  A few mistakes do get through now and then when things are really busy, as they were from the Memorial Day weekend holiday that day.  I understand it can be frustrating, as it is for us as well, but the best we can do when we make a mistake is to correct it as quickly as possible. We aren't open on the weekends, but we do our best to keep up with customer service inquiries over the weekend remotely as time permits so we can address things as quickly as possible. In this case you emailed us on Friday May 30th to notify us of the incorrect item in your shipment.  We responded that same day requesting some additional information to clarify the issue and get it resolved for you.   You responded on Saturday and we weren't able to respond on Saturday, but did respond on Sunday evening at 10:36PM to try to confirm the information needed to resolve the issue for you.   Even if we had been in contact on Saturday we would not have been able to ship the replacement out over the weekend, so that outcome was actually the same as it would have been.  In any event, we received confirmation back from you late Monday June 2nd, and shipped out the correct watch on Tuesday June 3rd along with a prepaid return label for you to use to send back the incorrect watch.  

  I understand you were frustrated that you could not get a response over the weekend, but we are a small company who believes that our staff deserve a little time off over the weekends, so we do share responsibility to try to keep up with responses in a timely manner, even over the weekend and holidays, as we did in this case.  

  In summary, we made a shipping error and sent you the wrong watch, which shouldn't have happened.  You received that watch on Friday and we shipped out the correct watch as soon as you reconfirmed the shipping information on the following Monday, which you received shortly thereafter.  In the end, your situation was resolved in a timely manner except that you never returned the original watch using the prepaid return label we provided for you to use to return it.  It would great if you could use the prepaid return label we provide to return the watch the incorrect watch, we would appreciate it.

  
  

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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 son wished for a Freestyle watch for its lifetime warranty and reliability. He received the watch as a Christmas gift a couple years ago. It stopped working. We contacted Freestyle and they won't honor the warranty because it was a gift. A warranty should be honored, no matter who or how it was purchased it. This is fraud.

  Business Response

  Date: 09/06/2023

  Hello- Please see the below- we attached this from our website too, but here is the language and the link.

  All stores where we sell our watches provide proof of purchase.

  We honor all our watches with a warranty, as long as the conditions are met:
  include the following:
  A copy of your original sales receipt
  A copy of the repair ticket or acknowledgement email, or your printed name, address, phone number, email address and a brief description of the problem

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

  
  Freestyle warrants, to the original purchaser of a watch purchased from an authorized Freestyle retailer, a limited lifetime warranty that its watches are free from defects in materials and workmanship. The following are not covered under warranty: battery, case, strap/bracelet/band and ******** Accidental loss, breakage or damage due to normal wear or misuse of the product, including but not limited to the mathematical accuracy of the product, is not covered under this warranty. Some states do not allow limitations on how long an implied warranty lasts, or the exclusions of or limitations on consequential damages, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may have other rights, which vary from state to state.
  Under this warranty Freestyle will either repair or replace (at the repair centers discretion) your watch at no cost for the repaired parts or labor. There will, however, be a nominal charge for the cost of shipping and handling your watch back to you. You will be responsible for the cost of any repair needed that is not covered under the warranty. Proof of purchase and/or original receipt from an authorized Freestyle retailer is needed to validate your warranty.
  If the watch case is opened by anyone other than an authorized Freestyle repair center, the warranty is voided. Any other form of guarantee to you by the retailer is their responsibility. This warranty applies to watches purchased in *****************. For watches purchased outside *****************, please contact your local authorized Freestyle dealer for warranty information.
  Please use our automated repair system for any warranty repairs by clicking on the following link and following the instructions for completing a repair order.
  Automated Repair Form
  After receiving the acknowledgement email from our repair center for our repair order, please carefully package your watch and send it via insured parcel post or other reliable shipping method, preferably trackable for your protection, to the address below and include the following:
  A copy of your original sales receipt
  A copy of the repair ticket or acknowledgement email, or your printed name, address, phone number, email address and a brief description of the problem
  Freestyle Repair Center
  **********************************;650
  **********, ** 75056
  Please do not include any special watchband or any other items of personal value in your shipment. Although we strive to repair and return your watch to you as quickly as possible, please allow up to 30 days for processing and the return of your serviced watch.

  Customer Answer

  Date: 09/06/2023

  I am rejecting this response because: When the consumer purchases the watch, it states it has a lifetime warranty.  It does not list any conditions.  It does not state proof of purchase is required.  Why would proof be required?  If we have the watch, someone clearly purchased it.  It claims to have a lifetime warranty, so a date isn't even needed.  The lifetime warranty, which entices people to buy this over-priced watch, is fraudulently advertised.  A gift is still a purchase.  Now the end user is without a gift.  A replacement is the expected outcome for a defective product carrying a lifetime warranty.

• Initial Complaint

  Date:09/29/2022

  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 bought a watch from Freestyle and was attempting to switch out the watch band as that is one of the major selling points of the brand. This watch was particularly difficult trying to swap out the strap. I used the spring bar tool the company sells that I had purchased on the same order. This tool is specifically used to easily pop out spring bars on watches. I had attempted for 3 hours to pop the spring bars out. I was making an honest attempt to not have to return the watch. Unfortunately, I was never able to get the spring bars out. Because I had been gripping and twisting the strap for 3 hours, sweat and oil from my hands got the watch band a little dirty. I used the tool on a different watch I had purchased from them about 2-3 weeks prior. I had zero issue getting those spring bars out. I reached out to the company and made them aware of the issue. They offered to send another strap. I explained that wouldn't resolve the issue and asked to exchange. I later changed my mind about exchanging and asked to return instead as they explained I'd likely encounter the same issue. When they issued the refund today they deducted $15 from it because the strap was dirty. I explained to them it was dirty because I spent 3 hours trying to pop the strap out and wasn't able to. This is an issue with the product, and even while using their own tool I bought from them to help change the strap the spring bars still didn't budge. At first the CS was understanding but the moment I told them I was going to exchange for the same exact watch they became snarky and condescending. I didn't wear the watch, I didn't change my mind after buying it. I liked the watch and wanted to keep it but I didn't want to have to go to a jeweler to swap out the band so I just sent the watch back for a refund. All I'm asking for is the remaining $15 be refunded. I have all emails sent back and forth between us that I'm happy to send for review.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 7, 2022/10/17) */
  Hello BBB,
  The customer returned a dirty/worn watch strap, see images and customer service ticket information attached. Regardless of how the watch became dirty, **************** is unable to accept returns or exchanges for worn or dirty merchandise. Our FAQs and return policy clearly state this on the website. Customer also filed a Paypal claim, and lost based on the evidence presented of the dirty watch returned to our warehouse. Two of the conditions for return/exchange is the following: original, new condition, with no visible signs of use
  Unworn and undamaged- the item returned was both.
  
  Here is the policy wording on our website:
  We hope you love what you purchased but, if not, we're happy to try to help! If you have an issue with your order or new product, we can often help you resolve it without returning the item, so please contact us at ************************ first to see if there is something we can help you with to avoid the need to return/exchange the product.
  
  If you want to return or exchange the product for a different one, we offer free returns or exchanges of eligible items on domestic orders $50 and over if requested within 30 days after the purchase date. Eligible items on domestic orders less than $50 may still be returned using the return label provided, but the return shipping cost will be deducted from your refund or credit. Items must be returned in original new condition with all packaging and tags attached. Items that have been damaged, used, worn, soiled or show any visible signs of use will not be accepted for return and will be returned to you at your expense. Any items purchased on sale, shipped outside of the US, and all apparel, hats, straps, parts and sticker packs are final sale and non-returnable.
  
  Step 1 Submit a RETURN/EXCHANGE REQUEST
  Step 2 Ship your return/exchange back using our prepaid return label or QR code drop off location
  Step 3 Your return/exchange will be processed within 3-7 business days of being delivered back to us
  Step 4 Your exchange will be shipped out within one business day after processing the return or payment of the price difference if applicable
  
  
  
  QUALIFICATIONS - ITEMS MUST BE:
  Eligible for return or exchange
  Requested within 30 days after the purchase date
  In original, new condition, with no visible signs of use
  Unworn and undamaged
  Returned in their original packaging
  Received back within 30 days of return request date
  We offer returns and exchanges as a courtesy to improve your shopping experience. We try to be honest and fair to you in the returns process and we just ask you to extend us the same courtesy in return!
  
  
  Consumer Response /* (3000, 9, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Re-iterated MANY times the watch was never worn. The watch band picked up sweat and oil from my hands after fiddling with the band for 3 hours trying to take it off to use a different band I purchased on the same order. Return policy is null and void when the product is defective. I was also using the tool I purchased from them on the same order that is used to help you pop the spring bars out. Instead of worrying about keeping a customer they're worried about $15. They didn't even reach out before applying a partial refund. I should've been notified beforehand and given options. I would've just taken it back at that point because now I'm out $15 with no product at all. This is such a pathetic way to go about customer service. I searched for emails for CEO Jeff Gregg and will be attempting to reach out to him as well.