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:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Hi BBB,I purchased hundreds of dollars of products from Ashley Black since November of '24. Since, I've had 4 paddleblasters, 3 problasters, 1 blasterband, one Mini2, and the handle to my OMG Blaster break. They have a 30 day or less replacement policy so I've replaced what I could to have it break again with the first use out of the box. I've never had a full set of items that I purchased because one - or more - has been broken and waiting for replacement. This is clearly a very serious issue that is happening with the quality control of these products. My Blasterband didn't get used as much as the rest so it took longer to break. They are now asking for an exorbitant shipping fee of $27 (which I believe also covers the ***** and I find that immoral and stating clearly they don't stand by the quality of their products. This isn't normal breakage, this is a customer service and quality control issue that needs to be remedied. I've been emailing back and forth with customer service for over a month now and they refuse to admit this is a quality control issue and stand by the 30 day manufacturer's warranty, and that I owe more money to replace the product that was clearly defective.

• Initial Complaint

  Date:03/14/2025

  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.

  The Fasciablaster tool 'claws' began breaking off within one month of use. I submitted a breakage report and followed the complicated and long instructions to the best of my knowledge. They were incredibly slow to respond and finally responded requesting that I put a picture of a form in the background of the images I already sent of the broken paddle. I have never dealt with a company that makes returns/exchanges SO difficult. They must know about the defect in their products. Making the customer jump through numerous hoops just to have the item exchanged or refunded is such bad customer service. It also seems like they make it difficult on purpose to avoid exchanges/refunds. I did not buy a car, I bought a silly little massage tool.

  Business Response

  Date: 03/18/2025

  We have responded to the client. Our response is dated 17 March 2025.  Please see our response below 
  
  Hi *******
  
  
  I understand that it may be time-consuming to include the proof of defect form in the pictures. This is part of our replacement process and helps to link your pictures to your replacement request. However, we're happy to make an exception for you this time and process your replacement request without the required form included.
  
  
  I've created the order for your Mini PaddleBlaster replacement and as soon as it's been processed and shipped, you will receive an email with the tracking information.
  
  
  Please don't continue using the broken Blaster as it may not meet safety standards and could pose a potential risk of injury.
  
  
  Hope you have a great day,
  *****
  ABE Support

  Customer Answer

  Date: 03/18/2025

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:02/10/2025

  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 fascia paddle online Dec 18 th 2024 . Took 2 weeks about to receive order. Started using order few days after. January 20th I believe I filed a broken / defect report. They requested photos . I sent photos , expanded never dropped always stored in drawer. Didnt hear back for few days. Then they want my medical information. Asking for previous conditions and when they started etc. I am not sure what this has to do with a broken defective product. And is against ***** to ask me for my medical information and no relevance to this issue . I hustled wanted a replacement . However, after getting the run around and asking for my medical information and avoiding product replacement . I want a full refund .

  Business Response

  Date: 03/19/2025

  Hi *****, the medical questions at the bottom of your breakage form are only shown in the confirmation but are not required for you to fill them out. You were not asked these questions during your submission because you selected no to the question "Did injury occur as a result of using this product?" Those questions would only be required if you selected yes.
  we'll need the Blaster returned in order to process a refund and since you've thrown the Blaster away, that will not be possible.
  
  You do still qualify for a replacement. You can proceed with the Invoice we've sent and once payment has been completed your replacement order will be processed for shipping.
  
  
  
  ***-*** *******
  CHIEF EXECUTIVE OFFICER 
  Ashley Black Inc.
  Website: **************************
  
  

• Initial Complaint

  Date:12/25/2024

  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 ordered several items and was told by my doctor not to use them. I sent them back unused. I registered them according to their guidelines. They had to be registered before retuning. I sent them back in August and as of today, have not received a refund. I’ve sent several email with no response.
  
  Tracking number ******************

  Business Response

  Date: 01/10/2025

  Client has been refunded in full. 

  Customer Answer

  Date: 01/14/2025

  [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 would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:12/15/2024

  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 purchased a product from their website on 11/18/24. Company site states within 1-5 days after purchase the item gets shipped out. I have reached out to company asking where my order is and am told they’re not able to give me an update because it’s been busy. It’s is coming up on one month. I then got another email saying it was shipped and for me to expect to be delivered Tuesday 12/11/24
  And includes a link to track it. Upon clicking the link the UPS tracking says delivered 12/11/24 Muenster TX. I verified my name address on the company website and it is correct so don’t understand how after nearly a month it is delivered to Texas.

  Business Response

  Date: 12/17/2024

  Hi Diane,
  
  I hope that you are having the most amazing day! I have checked in on your order and can assure you that there is nothing to worry about. The warehouse has informed me that due to a technical fault your order was processed but unfortunately did not ship out as planned. The technical fault has been dealt with and your order has been marked as URGENT to ensure that it leaves immediately. Please be on the lookout for a message stating that your order has been shipped, it will include a tracking number that will become live once scanned in by UPS. In the meantime I am able to provide that tracking number , but please note that at the moment it is not active. UPS: ******************.
  
  
  Our sincerest apologies for this delay in the shipping of your order. I can assure you that we are doing everything to ensure that your order gets to you as soon as possible and hope that you would be willing to bear with us just a tiny bit longer! ?? In the mean time, if there is anything else that you may need from us, please do not hesitate to reach back out and I would be happy to help! ?
  
  
  Have the kindest day and please stay safe, ????

• Initial Complaint

  Date:08/26/2024

  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.

  On May 16th,2024 purchased a fascia blaster in the amount of 140.32.
  On June 21st, 2024 due to concerns with using it, I returned UNUSED product thru USPS postal system. This is within the "90 day money back guarantee" window.
  My return was received on June 26th, 2024 using the USPS tracking info.
  I reached out July 1st and received confirmation thru email that my return is be processed.
  Reached out again August 7th, told refund is coming shortly.
  Reached out again Aug 23, and 26th with no response.

  Business Response

  Date: 08/27/2024

  Dear Wendy,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience you may have experienced regarding your return and refund process.
  We understand your concerns and appreciate your patience throughout this process. Upon reviewing your case, we confirmed that your return was received by our warehouse on June 26th, 2024.

  As communicated in our email on July 2nd, our standard processing time for refunds is 6-8 weeks after the return is received and verified by our warehouse team. This time frame ensures that we can thoroughly inspect the returned product and process the refund accordingly.
  

  We appreciate that you reached out to us on multiple occasions to inquire about the status of your refund. Our team responded to each of your inquiries, providing updates and confirming that the refund process was underway. We are pleased to inform you that the refund has been processed within the stipulated time frame, as confirmed in our email correspondence on August 10th and most recently on August 26th.
  

  We apologize for any delay you may have felt during this period, and we assure you that we are continually working to improve our processes and communication to better serve our customers.
  

  Thank you for your understanding, and please don't hesitate to reach out if you have any further questions or concerns.
  

  Best regards,
  
  Customer Support Team
  Ashley Black

• Initial Complaint

  Date:08/16/2024

  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 roller bar and accessories kit. I did not like the product once received and emailed for a return authorization within the guidelines on their website. I received email correspondence asking if I wanted additional support on using the product. I declined and asked for a refund. I received approval.
  
  I returned the merchandise within their guidelines, confirmed they received via email and then was advised the refund could take up to 6 weeks to process. I've follow-up every two weeks via email (see below). It has now been 8 weeks since they received my return and I have not received my refund.
  
  I've continued to communicate with them and advised that it has been over their timeline to process my refund.
  
  They didn't have a problem charging my credit card immediately when I purchased, I returned the items and would like my refund. It seems like 8 weeks is an extremely long time to wait for a credit.

  Business Response

  Date: 08/19/2024

  Dear Leigh,
  

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any inconvenience caused during your return process and understand your frustration.
  

  We have confirmed that your refund was processed on Friday, August 16th. We genuinely regret the delay and any stress this may have caused. As noted in our correspondence, our standard processing time for refunds is within 6-8 weeks from the date we receive and verify returned products. In your case, we received your return on June 17th, and your refund was issued within the specified timeframe.
  

  We deeply value your feedback and are constantly striving to improve our processes. If there is anything else we can assist you with, or if you have any further concerns, please do not hesitate to reach out.
  

  Thank you for your understanding and for giving us the opportunity to address this matter.
  

  Warm regards,
  
  The Ashley Black Customer Service Team

  Customer Answer

  Date: 08/19/2024

  [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 would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/31/2024

  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.

  My item fell apart within a couple uses. I filed for a return and not heard back on my replacement.

  Business Response

  Date: 04/02/2024

  Hello

  We have processed and shipped the clients replacement item for her. 
  
  Kind Regards
  The Ashley Black Team

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  STAY AWAY FROM THIS BUSINESS. What a scam. I ordered few items as a gift for a friend in December. Two days after I paid, I realized its a wrong item and I need to cancel. I checked the shipping process and saw that my order has not been processed yet. I email the company ********* requesting DO NOT SHIP, and refund. I sent the same email the next stay saying do not ship. Stop processing and refund. Still after three requests to DO NOT ship, they went ahead and sent me my shipment. I replied again saying that I will refuse the shipment, I no longer need it. Still they just forced me to keep the order. This is not a custom made product, there is nothing preventing this company from canceling the order and not shipping.After TWO months of fighting with them and my credit company, they finally agreed to take back their garbage product, but they wanted me to to pay $30 shipping + processing fees. FOR WHAT? A punishment for choosing to buy their product as a gift. I am telling all my friends who might even remotely know about this company to STAY AWAY. I changed my mind about the purchase. I asked them not to ship BEFORE it was even processed. Still they forced me to keep the product AND forced me to pay them for shipping it back and processing fees. REFUND ME MY MONEY. You are stealing from my. I do not want your product. I returned it to you.

  Business Response

  Date: 03/21/2024

  We are writing in response to the complaint filed by ****** ***** regarding their recent purchase experience with our company. We appreciate the opportunity to address their concerns and provide clarity on the matter.

  Upon review of the provided details, it appears that she encountered difficulties with their order cancellation request. We sympathize with their frustration, however, we must emphasize that our company's policies, clearly outlined in our terms and conditions, dictate the procedures for canceling or amending orders.

  
  As stated in our terms and conditions, once an order has been processed and checkout completed, it cannot be canceled or amended. Our records indicate that Maryna's order was placed on and our standard processing procedures were followed promptly, resulting in the shipment of the order.

  
  Despite Maryna's multiple requests to halt shipment, regrettably, our team had already initiated the shipping process by the time these requests were received. We understand the inconvenience this may have caused, and we sincerely apologize for any frustration experienced.
  Regarding the issue of return shipping costs, it is outlined in our terms and conditions that customers are responsible for return shipping fees unless the product is found to be defective or there has been an error on our part. We stand by this policy to ensure fairness and consistency for all our customers.
  Nevertheless, in an effort to accommodate Maryna's situation, we have agreed to accept the return of the product and have provided instructions for the return process. We assure [Client's Name] that upon receipt of the returned item, a refund will be processed in accordance with our refund policy. However, client is refusing to pay the $15 shipping fee. 
  

  We value every customer and strive to provide a positive shopping experience. While we regret any inconvenience caused to Maryna, we must uphold our established policies to maintain fairness and consistency for all customers.
  Thank you for bringing this matter to our attention, and we remain committed to resolving it in a fair and satisfactory manner.

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The seller states that when I made multiple attempts to halt shipment, their team has already initiated the shipping process by the time they have received my request. This is incorrect. I have emailed to request to stop shipment on December 19 at 10am, then again at 3pm to request cancellation. I received notice that order was sent to shipping department on December 19 at 9:29pm. December 19 is Thursday, the business was operating, so my request to cancel was sent and received during the business hours. I have repeatedly asked to stop the shipment after receiving the shipping notification. *** labels take one click to cancel. Instead the company forced me to receive the shipment I did not want. In addition they want me to pay $15 in return postage.

  Why? It is clearly the business that does not care about the customer. Look at other negative reviews here, and all over social media.
  

  This is a message to the business: why do you insist on punishing a customer that clearly did not want your product. I still do not want your product. I no longer want to be your customer either. The longer you continue to force people to keep your items and charge them to considering purchasing your product as a gift, the worse your reputation will be. 
  

  Return my money, you have your products back.
  
  Regards,
  Maryna
  
   
  

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Returned item and have yet to get refund. Proof of delivery on tracking shows it was delivered to an individual at the address. Have asked multiple times about my refund and they claim 6-8 weeks to process a refund. That is unacceptable when proof of delivery has been shown. Business seems shady to want to collect as much interest as they can before issuing refund. I opened up a ****** claim only to be bullied into closing it as the representative at Ashley Black said they cannot process the refund with an open claim with ******. I begrudgingly closed the claim and have yet to see the refund still. Communication is absolutely horrific with them.