ComplaintsforEscalade Sports

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2023, I purchased a Bear Archery crossbow through Amazon for my husband's birthday. For several reasons, he was unable to use it until September of this year. We got it out to sight it in so he could hunt this fall. There was approximately 100 shots put through. A few day after it was sighted in, he took it out to practice. On the third shot, the orange cord on the crossbow broke and the arrow exploded in his face. He was very lucky not to be seriously injured. After doing some research on this crossbow, we found that this cord breaking is a known problem after about 250 shots. I have emailed this company twice without response and my husband has called and sat on hold several times without ever speaking to anyone. I simply would like this repaired with a cord that will not break (a black one) and I feel the company should rectify this since it is a known problem, however, they will not respond. I realize the warranty has expired and does not cover these cords, but this is a defect in the product and the company should fix it.

  

  Business response

  11/03/2024

  Hello, 

  We responded for the first time to the customer's email on 11/2/24. I responded 11/3/24. I asked for the customer's copy of proof of purchase, copy of proof of registration for warranty and clarification of the parts the customer had break. I explained the options the customer has to get the item fixed or replaced depending on what part is broken. I am waiting the customer's response. 

  Customer response

  11/04/2024

  I have been contacted by the company and have sent them the information requested. i am now waiting on their response.

   

  Thank You, 

  ***** ******

  

  Business response

  11/04/2024

  We did not receive a copy of the receipt and pictures of the problem until 11/3/24. I have attached a copy of the email showing the date and attachments. I have notified the consumer that she will need to take the crossbow to a dealer in her area for the string to be replaced under warranty. I explained that she may be charged labor fees by the dealer if she did not buy the crossbow from them. She was also given the option to send the crossbow to us for repair at no charge. 

  Customer response

  11/04/2024

  I have received notice that the company will provide the parts to fix the crossbow at a local dealer or I may ship it to them. I have asked that they assist in finding a dealer in the area to take it to and am waiting for a response. Thank you for all of your help so far.

   

  ***** ******

  

  Business response

  11/06/2024

  Please see the response for the consumer with a list of dealers and instructions on how to find a dealer using our website dealer locator. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pool table via Wayfair on 9/1/24. It was delivered with no damage to the exterior box on 9/5/24 so I accepted it. On 9/15/24 I opened the box to assemble it. After removing all wrapping and materials/parts, I noticed damage of the particle board where one of the table legs would need to be affixed. The part is broken in several areas and cannot be glued back together. I reached out to Wayfair initially, who referred me back to the manufacturer in alignment with the instruction manual which states to contact them directly if there are any issues with the product. Upon reaching out to Escalade Sports, they apologized and asked me what part needed replacement on 9/16/24 and I provided the information. On 9/17/24, they followed up and told me they didn't have the part and there was nothing they can do. I want a comparable product that is not damaged or an alternative/comparable product.

  

  Business response

  09/24/2024

  Good afternoon and thank you for sharing the customer's concerns.  We have been in communication with this customer and have provided a solution that the customer agrees with.

  Customer response

  09/25/2024

  
  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. A replacement pool table was shipped and received this past Saturday. Thank you.
  
  Sincerely,
  
  **** ******* ******

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order thru BEAR ARCHERY on 12/14 as a gift for my son. My order details said the credit card transaction will show ESCALADE SPORTS for the charge. After he opened it on Christmas we discovered it was the wrong item so I contacted Bear Archery to start the return process which I did. I was given my return code which is ********* and confirmed it was received on January 3rd when I called asking when I will receive my money back . I’ve called 2 more times since then and have been given the run around about how my refund is now with the “invoice dept” for processing and how they had an inventory restock and then that was the delay. I called in 1/23 to be told again my **** that it’s still being processed. I’m waiting almost 4 weeks now for my money. They received their product back and I want my money back! .

  

  Business response

  01/30/2024

  I attempted to contact the customer and left a voicemail message to call me. Her money was refunded the morning of 1/30/24.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I’ve called their number multiple times and left multiple messages with no response. I’m trying to purchase a display model but cannot until I get in contact with them. Dicks won’t sell the unit to me. Please respond

  

  Business response

  08/21/2023

  Thank you for reaching out.  Our team member that normally manages these display sales was out unexpectedly due to a serious accident.  She is working to catch up on responses and will be responding to all messages over the next several days in the order in which they were received.  The customer may also feel free to email his specific information to ***************@escaladesports.com.

   

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dart board off of Walmart from this company and paid well over $100. The board died within a year and a half (this should not happen, which means it is defective). I contacted the company and they told me that I need to purchase a new one because it is out of their warranty. I am sorry but they have now stolen MY hard EARNED money from me! I merely asked for a replacement but they stated they would not give me one. They want me to spend MORE money on their defective items, for it to potentially break again one me. I want my replacement board! This company is a joke and they are stealing from their customers! Please get a rectification on this matter ASAP before I go to my financial institution and get my money back that way!

  

  Business response

  08/18/2023

  Thank you for reaching out concerning this customer's concerns.  We have been in communication with the customer prior to this notice, and the facts of the issue are that the customer purchased and used the board for 1.5 years before having any issues.  The dartboard that the customer purchased features a 90 day warranty against any defects in materials or manufacturing.  

  When the customer first had an issue with the dartboard, the customer purchased an off brand adapter to attempt to fix their board issue.  We requested information from the customer about the purchased adapter as voltage varies and can cause electronics to not function if the wrong voltage is used.  The customer refused to provide any information to allow us to further troubleshoot the issue.  We offered the customer a 15% discount should they wish to purchase a replacement item, but feel that the item is no longer under any type of warranty.

  Customer response

  08/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This board was expense! Not cheap by any means! This board should NOT have stopped working after a year and a half.

  Now i purchased a new adapter. Yes it is off brand. I also stated that i am fully aware of electronics and voltages as my fiance is an electrician! It did not work! We then TESTED where you plug the adapter in, with a VOLTAGE/POWER tool! THERE WAS NO READING AT ALL! 

  I am far from stupid when it comes to electronics! This company should take responsibility for their DEFECTED dart board! 15% off is absolutely ridiculous! For the amount of money that I spent on this board it should be 100% replaced! In reality, you are selling defective boards and pocketing customers money! 

  I too run a business and if I told my customers there was a 90 day warranty when they have paid a ridiculous amount of money on something, I would REPLACE it free of charge. Why? Because although we don't want to admit it but the customer is always right! I would rather my customers be satisfied with our company and come back to us! 

  
  Sincerely,
  
  ****** ******

  

  Business response

  08/22/2023

  Thank you for providing the customers' response.  The product was well out of any warranty coverage which would cover any defects in materials or manufacturing to ensure the customer had a good, functioning product.  As stated, the warranty for this product is 90 days.  The customer had good use of the product for 1.5 years before an electrical issue occurred.  Whether the cause was the off brand adapter, or a power surge, or some other issue, the product we sold the customer was as stated and functioned fully for that time.

  However, we would be happy to provide the customer with a 30% discount on a replacement item.

  Customer response

  08/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Here is the thing, there is no reason to be spending well over $100 on a product for it tobstop working a year and a half later. 

  This is absolutely asinine that you would not even consider for the item to be replaced. But again your policies are ridiculous and definitely not consider the custpmer is always right. 

  i did purchase a new one, which is exactly the same from Walmart once again! Now if you would like to reimburse me for this purchase AGAIN! I will then accept your proposal. But 30% is not a good reimbursement. I would settle with 50%! 

  I have included the receipt screen shot of the purchase. It is currently out for delivery. 

  I am at least an honest customer because anyone else would put the old one back in the box and return it for a full refund. I am not doing this! So keep that in mind! 

  As stated I would settle with 50%. 

  
  Sincerely,
  
  ****** ******

  

  Business response

  09/12/2023

  Thank you for sharing the customer's concerns.  Unfortunately, we are not able to offer 50% reimbursement as the product was not under warranty and the issues experienced were out of our control.  Our offer to the customer was a 30% discount for a replacement item purchased directly from Escalade Sports.  Given that she has purchased from another vendor, we are not able to provide the promo code that would have given her this discount.  I understand there is much frustration involved here, however, we stand by our finding that 1) the product was out of warranty by well over a year when the issue occurred and 2) the failure was caused by an issue out of our control. 

   

  Customer response

  09/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  30% is ridiculous. Out of your control? That's a manufacturing issue on yalls end! I was not going to purchase through you guys where the board was way more than what I got it for! The fact that you as the manufacturing company cannot honor your customers on what they are requesting is bogus! This company is horrible and has extremely horrible customer service! You would still be able to honor my request and SEND A CHECK so I am able to pay the dang thing off! Instead you tell the customers tough luck and im going to rip you off no matter what! By far one of the worst companies I have ever dealt with in my life. The poor customer services and not honoring satisfaction guaranteed is horrible! 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 basketball hoops from 2018-2021. The first hoop which was installed correctly came tumbling down in 2020 breaking. I was not aware at the time that other people were having these issues and were even injured and killed due to this happening. If I would’ve been aware of this, I would not of bought 2 more. I purchased another one in 2020 during the pandemic. I then moved into a new home in 2021 still having ownership of my other home and purchased a 3rd hoop in 2021. In 2022, I received recall notices for all 3 to stop using them immediately, have them removed and receive a refund. I had them removed, sent in photos and receipts for all 3 purchases and they are refusing to refund me. Each time I correspond with them via email, they have a new reason as to why I’m not eligible for the refund. I spent a lot of money. I supported this company through the years and followed the steps I needed to do to receive the refund and yet **** & ****** are refusing my refund. My children’s safety is priority. I do not want anything “fixed”. I want the refund I’m entitled to.

  

  Business response

  05/15/2023

  Thank you for reaching out in regard to Ms. *****'s concerns.  As Ms. ***** has shared, the Goalsetter Wallmount basketball systems are under recall due to concerns with inappropriate installations.  There is no defect or breakage to the goals themselves, rather it is how consumers and contractors have elected to secure them to potentially unstable walls, with minimal hardware, or to walls that are unable to bear the full load of the system.  

  There are two options under the recall - the first is to have an installation professional visit the home and install reinforcement bracketing, if applicable, to ensure that the goal is well secured.  The second option where this is not possible due to the wall construction, or if the consumer prefers, is to have the installation professional visit the home and remove the Goalsetter hoop(s), destroy and dispose of them.  The recall notifications were first issued in October, 2022, and specified to stop using the hoops and to contact Goalsetter.  Unfortunately, as Ms. ***** did not contact Goalsetter at any point prior to having the hoops removed and no longer has possession of them, and in fact, not until the end of April, 2023, we are unable to complete the step of the certified destruction as is required. While we regret that the customer is not in agreement with this finding, the terms of the recall are in alignment with our determination.

  Customer response

  05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: the first hoop purchased in 2018 came tumbling down and of course I’m not going to hold onto it if it’s worthless. I have proof of purchase for all 3 hoops. Which all THREE are part of the recall.  I did not contact you as soon as the recall came out because I live in ********. Weather is cold at that time and the recall said to immediately stop using them and dispose of them. Never did it say that Escalade sports needed to fix or remove them. It gave me the option to repair or receive a refund. I choose yo receive a refund for ALL THREE! When weather permitted, we had them removed. I’ve sent you everything you asked for. Each time you respond, you want something more. I know for a FACT that others received a refund after they removed and disposed of them themselves. This is also why I was under the impression that it was our responsibility to dispose of them. You are giving me a really hard time with this for whatever reason. I’ve sent you proof of purchase, photos and formal refund request forms. I don’t want anything fixed. I want my children to be safe and I’m not taking any chances. I’ve been a loyal customer for years. The recall said to request a refund after removal, I did just that. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  05/16/2023

  Thank you for providing the customer's response.   We have requested no new information from the customer.  The fact that she does not have the hoops makes her ineligible for the recall.  

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: I sent you photos of the hoops. Your company already came and picked up the 2 damaged hoops. Did you expect me to keep the 3rd broken hoop for 5yrs in case there was a recall? You closed my first case with you guys with no resolution and I had to resubmit everything once again. You sent me blank emails to take a survey but conveniently had no survey attached. I am eligible for a refund per your recall. My kids safety is my priority. Why did you refund others with only proof of purchase? Are you refusing to refund me because I purchased 3? I submitted everything you asked for. You have offered no resolution whatsoever. Please refund me immediately. This is getting ridiculous 
  
  Sincerely,
  
  ***** *****

  

  Business response

  05/18/2023

  We did not remove any of Ms. *****'s hoops.   Her statement from "We had to make them unusable as soon as we got the notices and then removed the whole thing when weather permitted.  According to Ms. ***** "When I had received the recall notices it was cold here in ********. I had them removed over the last couple weekends while it was nice here. I was under the impression that it was our responsibility to have them removed, destroyed and then send proof of purchase in for a refund."

  Customer response

  05/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: you are correct. I said all those things. You said your company needed them. So my brother went back to the scrap metal yard and picked up what was left of the trash for your company to come get. For some reason your order had my old address on there and my brother just happened to be there fixing something for the new tenants when they showed up. He told them the trash was at my new address on the side of my home. I had neck surgery so I’m home resting. When my brother and his wife came by my house later that day, the hoops were gone. I have done EVERYTHING I’ve been told to do. So, you can either refund or we can go to court. You choose. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  05/22/2023

  I am unable to find any record in our communications with Ms. ***** that at any point the hoops were available for our installers to retrieve and destroy.  If she has those communications, we would ask that she please provide screenshots for verification purposes, or if she communicated under a different name or email address, to provide that information.

  Customer response

  05/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: I reached out to CPSC.gov for help in getting this resolved. They had re-escalated my complaint to Compliance and here is what I received back- Compliance has reached out to the company and they have responded that, unless you provide evidence showing sufficient proof that you owned the products, they are denying the claim. What is the proof you need? I’ve sent you everything! Receipts and Photos and multiple times. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  06/29/2023

  Ms. ***** was able to provide the three hoops for our installer to pick up and destroy as required for the process and a refund check has been mailed to her.

  Customer response

  07/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was told the check was mailed on 6/9. Nobody ever confirmed a mailing address with me and they sent it to the wrong address. Every time I emailed them letting them know I didn’t receive the check, I was told to wait longer. I have emailed them on 6/29 & 7/7 asking for the check to be reissued and on 7/7 I requested to have it mailed priority over night. Today is 7/10 and I still haven’t received a response. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  07/26/2023

  *** *** ********
  The customer was notified on 7/18 that the check was mailed out on 7/11, via First Class Mail.  The request to send it with tracking was missed by the accounting team, so no tracking is available.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a basketball hoop and never received the mounting base, rebar, hooks and bolts. Continually tried contacting but no response.

  

  Business response

  04/17/2023

  Thank you for reaching out on behalf of this customer.  We are deeply sorry to hear that the customer in need of items and has been unable to reach us.  I am unable to locate any record of a customer reaching out under this email / name - please provide the customer with our contact information of ***************@escaladesports.com or he can contact us from 8 - 5 central, Monday through Friday, at ************ to receive prompt assistance.

  Customer response

  04/17/2023

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Silverback SB60 basketball goal from Escalade Sports through an authorized reseller, ******* ******. The goal was installed professionally and correctly, but it wobbles excessively both front to back and side to side. The installation has been verified to be correct with all hardware tight. The problem has nothing to do with the foundation or hardware bolted into the concrete, the issue is all above ground. Mainly in the top half of the pole. There is no mention I have found to expect wobbling let alone excessive wobbling on their website. It makes it hard to even play a game of horse semi-accurately because you have to wait so long to take the next stable shot. It's embarrassing and the first thing anyone notices that plays on it. I opened a support ticket and sent a video with the wobbling experienced just from shots under the basket from an 11 yr old and they said it is expected to wobble this much. Wow! This goal wobbles more than cheap portable basketball goals. I thought spending a grand was enough to get something acceptable, but it is not from Escalade Sports. I should have spent the extra money and got a premium goal. It's very disappointing when a product lets you down and the company that manufacturers the product lets you down as well. Especially when it is a local company down the road from you. Please don't make the same mistake as me. The best I can do now is start with the BBB and see if I can get help to solve this issue and if not then just dedicate time to educate others everywhere I can find basketball goal sales and discussions on-line to not make this same purchase decision mistake. Totally a waste of valuable time, but something I have to do out of principal.

  

  Business response

  03/08/2023

  Thank you for reaching out.  We have been in communication with this customer previously, and did find that the vibration of the hoop fell within normal expectations of the product.    There is typically a slight shake on the Goaliath 60 that goes away in between shots and almost never impacts play.  The offset here is that the player gets the rebound and playability of a glass backboard which allows them to practice on a backboard with similar characteristics found in gyms.  The consumer price to value is really good on this hoop as it compares to the rest of the basketball hoop market - certainly, there are different level of hoops / hoop construction that continue to minimize this characteristic.  While we regret that the customer is not pleased with their purchase, we feel that the product does function as intended.
  
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son received an Ice Hockey Table made by Escalade Sports for Christmas. The scoreboard on the table does not function properly. We reached out to Escalade Sports and they asked us to let them know the parts we needed. We did and were then told they don't have those parts and to return the item where it was purchased. It was purchased In November so we missed the 30 day return window. It states in the manual with the ice hockey table that Escalade has a Warranty and will cover parts. They are refusing to. My son is disappointed that his gift doesn't work they way it should. I have uploaded what their own manual states. The score board on our table will either not score when you score or give you 2-3 points per score. It's not fun when you are playing a game and the scoreboard won't keep track.

  

  Business response

  01/23/2023

  Business Response We have worked with the customer to provide a replacement when they are back in stock in March.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a basketball arcade hoop off amazon almost a year ago and after receiving and opening the package, i was missing the items below... ********* Description: XX-XXXX-P15) ********* Description: XX-XXXX-K1) ********** Description: **** *********** EV) . After almost an entire year of waiting, i had only received this message over multiple emails..." We wanted to reach out to let you know that due to unprecedented demand and continued delays in manufacturing and shipping, your order has been delayed". Then one day recently i FINALLY received a different email from them. However, all this email stated was that my order was "Non-shippable". I then noticed that the employee had put in the incorrect zip code so of course now i had to reach back out to them. It has now been 20 whole days since i sent my most recent email and of course i have heard absolutely nothing back. It really seems like they just robbed me and are purposefully trying to avoid getting my missing parts out to me. Absolutely ridiculous. At this point, I just want my $177 dollars back.

  

  Business response

  10/27/2022

  Business Response Thank you for reaching out with Mr. ******' concerns. I was able to look into his situation and determine a shipping error had occurred and a new system was shipped to Mr. ****** yesterday. Tracking information was provided to him directly. I understand this has not been a positive experience, and am happy to refund Mr. ******' money as well as having provided a replacement system. Please let us know how the customer wishes to proceed. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Please let me know the next steps towards the refund process. Thank you! Business Response The most recent advertised price for the customer's item was $19.98. If the customer has a receipt for their purchase, we can refund their purchase price amount, otherwise, the refund would be $19.98 + their state sales tax. Consumer Response ***Document Attached*** I posted the order/receipt once again below. The total is $177.12 (as shown in the photo's) so we expect the full refund back especially since you couldn't provide the pieces missing to my original order and instead sent an item i can't even use in my home. Business Response A check will be issued for $177.12 and mailed to the address on file. Please allow up to 14 days for delivery via USPS. Please let us know if there's anything else needed, and thank you for working with us to resolve. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I will be keeping this complaint open until i receive the Check via Mail. The 14 day span will end on this upcoming Monday-Tuesday and have yet to receive the check so i will respond again if i still haven't received it. Otherwise, i will close the case and deem this resolved. Thank you.

*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. ↩