ComplaintsforRTIC Coolers LLC
Current Alerts For This Business
Since January 2016, the BBB of Houston & South Texas has received multiple disputes that exhibit the following pattern.
According to consumer disputes, it has been alleged that RTIC Coolers, LLC has been accepting payment for product in advance and then not delivering. The consumers have alleged that they are informed the product is on backorder and then are unable to make contact with the business via phone or email to get a status of the order or request a refund.
More recent 2020 customer reviews, consumers stated when they inquired about refunds or exchanging a defective cooler, the company is not responsive and states Covid-19 is to blame.
The company does respond to or resolve the disputes via the Houston BBB.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
RTIC coolers are terrible quality. They are meant to get wet. However, after just a few uses, they discolor and the membrane was full of moldy spots that don't come off. It's embarrassing. I contacted the company and they said the cooler has to be completely dried off after every use?? What kind of cooler has to be dried off? Especially when some coolers are used for days at a time to keep stuff cold. It shouldn't mold. I told them that if they couldn't guarantee that a new cooler won't mold again, I wanted my money back. They said they had to ship me a new one. I said that I wanted BLACK so it would hide their quality issues (mold everywhere). They sent light blue, which will just show the mold again. I asked them again to ship the black one that I had asked for. They refused. So I asked for my money back. They refused. Their quality is terrible and their customer service is terrible. I want my money back. I am not going to use their embarrassing coolers. We have owned many coolers in our lifetime and never had one discolor and turn moldy, after YEARS of use. RTIC was moldy after just a few uses.Initial Complaint
12/12/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a one gallon water jug in color brick on 11/11/22 for $40.29. I returned the never used item by mailing it back using the company provided return label. I have emailed five times asking when I’ll get my money back with no response. I’ve also called several times and it says there are no available agents. Finally after three weeks of calling/emailing, on 12/7/22 I got an email from RTIC stating my return item had been received but that I’d receive another email when my money was returned to my account. That email has never come and I’ve been waiting on my money for more than one month now. I feel I’m being scammed due to no response to my emails. I want my money back.Initial Complaint
12/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Placed an order on 11/26/22 with RTIC coolers for a medium duffel, 20 can soft cooler, and 2 freezer packs Was never shipped even though all items were in stock at the time of order. Tried calling, Could never get through. No provision for call back is working Finally got through on 12/9/22. Company was apologetic. Duffel no longer in stock. Cancelled the duffel and was offered a 10% refund on the rest and a promise to ship remaining items. No indication this ever happened. Called over 20 times this morning (12/12/22) after checking statue and finding order still had not shipped. Emailed to cancel order. They tell you it will take up to 7 days to get back to you on an email request. Cannot contact this company by telephone!! Zero customer service. Worried at this point that I will even get a refund.Initial Complaint
12/08/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a product (water jug) from the company's on-line website on November 30, 2022, which they immediately charged my credit card for ($36.63) , the delivery date they stated was 12/6/22- since the initial email I received ,the company has gone dark- they do not respond to emails, they do not pick up their phone, stating nobody is available to answer the phone, their "live chat" is "off line" and when I use the "self help" on their website to try and cancel my order, it does not respond. When I check the status of my order it has not updated since 11/30/22, which initially said my order was in transit, but now shows that it has not even been delivered to the shipping carrier by the company, I simply want a refund. Their customer service number is 1-855-527-6993, my order # is: *********Initial Complaint
12/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Buying a cooler from RTIC was the worst mistake I’ve ever made. I was guaranteed delivery prior to me moving from Texas back to South Carolina. The cooler still hasn’t been delivered and customer service says “there’s nothing they can do” they used some bush league shipping company (LSO) and are saying it’s between me and them to handle this after guaranteeing delivery . I bought multiple products and only one shipped and it still hasn’t made it and I am moving soon and will not be able to accept delivery. Customer service is hard to get ahold of and is rude one you do talk to someone. I watched YouTube videos of RTIC holding ice just as long as YETI , but now I see it’s worth paying the extra for the customer service. Don’t walk away from this company, Run. Rtic should be ashamed of how business is being conducted. I learned my lesson the hard way, I hope no one else has to. Spend the extra money and go with a reputable company. It is ridiculous that I was promised delivery on Tuesday and told yesterday on the phone that I would have to deal with the shipping company and there’s nothing RTIC can do to help me (shipping company has no valid phone number). You would think after guaranteeing delivery, RTIC would help out. I now just want to cancel my entire order and spend extra $ to deal with a reputable company.Initial Complaint
12/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Placed an order, got a confirmation order bunny and email. My bank account was charged $52. Never heard anymore about the products I ordered. Unable to Contact by phone, website or email. No response and unable to contact . Never received products I had order but they took my moneyInitial Complaint
11/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order placed for cooler on 10/12/2022. Item arrived after scheduled delivery date, and was returned to RTIC warehouse on 10/26/2022 (signed for by T. Clark) using seller provided ***** shipping label. Have requested return status and refund multiple times with response from RTIC that return is "still in progress". This is a company with the IT infrastructure and resources to send me multiple emails and texts daily, and maintain a large social media presence that somehow cannot provide a customer refund.Initial Complaint
10/31/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Company sent errored and damaged customized cups, they sent a replacement and arrived errored and damaged. Company will not issue a refund and or replace damaged cups.Initial Complaint
10/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered custom cups and approved the online proof. Cups sent weren't what we approved only. They then changed our cup color from grey to white without explanation and sent faulty defected cups with rust and paint chips. New order came in and colors are wrong and cups are damaged yet again. We are seeking a full refund as they will not allow us to return the defected materials they sent us.
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BBB Rating & Accreditation
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Contact Information
20702 Hempstead Road, Suite 110
Houston, TX 77065
Business hours
Today,8:00 AM - 5:00 PM
| MMonday | 8:00 AM - 5:00 PM |
|---|---|
| TTuesday | 8:00 AM - 5:00 PM |
| WWednesday | 8:00 AM - 5:00 PM |
| ThThursday | 8:00 AM - 5:00 PM |
| FFriday | 8:00 AM - 5:00 PM |
| SaSaturday | Closed |
| SuSunday | Closed |
Customer Complaints Summary
44 total complaints in the last 3 years.
13 complaints closed in the last 12 months.