Complaints

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased ODR skis (integrated boot/mini-ski) as a bundle with some of their accessories from Destination 49 LLC. They state they offer free returns in their FAQ, which was a factor in my decision to purchase this product. Unfortunately, they do simply not fit me well and I need to return them. They are new/unused in original packaging. I requested their return address/instructions a week ago via email. They responded that day only to ask why I wanted to return the skis, I replied stating they did not fit, and I have not heard from them since. I have emailed them, called them. They are not replying via email, their phone goes straight to voicemail, their online contact form is disabled. They have not responded with their return address or instructions. I am unable to reach them. I would not recommend doing business this company.

  Business response

  01/28/2023

  Hi ******. We have reviewed our correspondence with you and show a full refund provided on your order on January 18th 2023. Your order was placed on January 4th and fully refunded by the 18th. If you factor in 3-5 days processing on each side of these dates you will see that the speed in which our small team worked to fulfill your request. I trust your refund at this point has been well received and was in process long before this message was written about our company as I show more than 3 messages to you over the past week or so which included a return label, instructions, help with questions and ultimately a full refund. Thank you again and apologies we were not able to work with you to ensure proper fit. 

  Customer response

  01/30/2023

   
  Complaint: 18828477
  
  While I was provided with return information in direct response to my BBB complaint, I am rejecting the request to resolve the complaint at this time. The company received my return over 1 week ago (Jan 20th) and I have not yet received acceptance/approval of my return, per their returned item "inspection" process. I believe it would be premature to close this complaint prior to the company providing this acceptance/approval. Please provide this confirmation.
  
  Additionally, their reply stating they were "processing" my return prior to the complaint is not true. How much processing time is required to provide a return address? I only submitted this complaint because the company ceased communication with me after I requested a refund, despite multiple attempts to reach them. Communication did not resume until over a week later and after I filed this complaint, and it was clear my complaint was the motivating factor.
  
  I will also note at the time I submitted this complaint, the company apologetically advertised a 48 hour response time. The claim of having a 3-5 business day response time is simply not true, and they are apparently expecting this much time between each and every communication to resolve a single incident. That's not reasonable and I will not be strung along with slow response times beyond the limited window of opportunity to pursue other resolutions, such as opening a credit card dispute.
  
  The company currently has a C- BBB rating with similar complaints from other customers that were not resolved until after they filed a BBB complaint. It should come as no surprise that I filed a complaint for the same poor customer service practices.

  Please provide me with the return acceptance/approval confirmation, and then when the refund clears the bank we can close the complaint.

  Thank you

  Customer response

  02/24/2023

  Hello,
  
  I wanted to update you on complaint #********, that while I did not hear from the business again on the status/acceptance of my return, I ultimately did receive a refund from them, and this can be marked as resolved. I think this complaint was instrumental in achieving this resolution, and this whole thing could've been avoided if they had better and more timely communication.
  
  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. ↩