Sporting Goods Retail
iRocker Inc.Find BBB Accredited Businesses in Sporting Goods Retail.
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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a paddle-board from IRocker in 2022 and it has developed a side seam leak that is supposed to be covered as a warranty item for three years since date of purchase, The only method to file a claim is via their web portal - followed the process several times and got no response using ************* email account starting on or about 7/23/24. Contacted via FB messenger and was told customer service would be in touch to resolve on 8/1/24 - they kept telling me to check my spam email to no avail - checked they had the right email spelling etc.. Received a call on 8/6/24 after continuing to bug via FB and was told my yahoo address kept bouncing so switched the account details to gmail. ******* progress I thought - received in email the same form to complete as the portal which I did immediately and returned. No response since or response to follow-up email. I also forwarded and sent from my work account with a read receipt request that indicates that the email has not been read. At this point I am at a loss with the lack of response and poor customer service. I feel that submitting a small claim is the only recourse left. All I want is to be able to get out on the river safely.Link to the leak video ***************************************************************************************Customer response
08/21/2024
Good morning,
Since entering the compliant, the company finally resolved the warranty issue and sent a replacement for my leaking board. I feel like it should not have taken filing a compliant to get traction with them but the fact it did shows that the system works. Thanks for your help.
You can update the status on this issue to closed.
All the best
Vivien
Initial Complaint
05/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On Friday, April 26th, I purchased a gift card with the intention of utilizing it to purchase a ******** ** *****™ 10'6" Inflatable Paddle Board priced at $499. However, an issue arose during the gift card purchase process that day, rendering me unable to use it. Fortunately, customer service team was able to resolve my gift card issue this Monday(case number:*******. However, upon revisiting the purchase, I discovered that the price of the item had increased to $649. Unfortunately, due to the delays and complications experienced with the gift card purchase process, the amount on the card is now insufficient to cover the increased price of the intended purchase. While I understand that prices can fluctuate, witnessing such a substantial increase in such a short period of time is perplexing. I have always relied on the full value of gift cards when shopping, and encountering this discrepancy is very frustrating. I kindly request your assistance in resolving this issue. Given the circumstances, I am inquiring if it would be possible to redeem my purchase for the original price of $499. Alternatively, I would appreciate any flexibility or accommodations that could be provided to mitigate the impact of this price adjustment on my intended purchase. I sincerely appreciate your attention to this matter and eagerly await your prompt reply. Please feel free to contact me at ********************** to discuss this matter further. Thank you for your understanding and cooperation in this matter.Customer response
05/15/2024
Thanks for contacting me, irocker has taken care of this issue for me
Initial Complaint
03/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On **** *** ***** I made 2 purchases from iROCKERSUP that equaled $*******. At the time of the purchase, iROCKERSUP offered a rewards program for every dollar you spent. I entered into the program at the time of the purchase. After all the purchases were finalized and invoiced, I received 1331 points. This point value equated to **** in store credit. I tried to use the store credit multiple times but the iROCKERSUP website wasn't working and customer service reps were not able to process my points. Now, iROCKERSUP has discontinued the point system. I was never notified of this discontinuation. I am requesting iROCKERSUP to offer me a store credit of **** since that was the amount I should have received within the rewards system. I contacted iROCKERSUP and they are refusing to offer me a store credit to honor my reward points.Business response
03/21/2024
Good Morning BBB,
iROCKER loyalty program ended at the beginning of 2023. Prior to sunsetting the program iROCKER had notified all members about the end date. Additionally 2 reminders were sent to ensure the customers take advantage of the coupon offer.
The terms and conditions of the program, when in place, were as follows:
For ever dollar spent the customer gets rewards. The redemption is not a simple 1 to 1 process. The loyalty dollars could only be spent on select products and there was a maximum that could applied to a single product. Additionally a min order value needed to be met to qualify.
When iROCKER made the decision to end relationship with the 3rd party loyalty & rewards vendor the members received a one time coupon code towards their next purchase of min. $500, placed before October 31, 2023. They had 6 months to use the discount code. The amount rewarded was based on the tier the customer was in and the same for all tier members.
When the customer reached out to iROCKER this week we notified them that the program ended and offered a courtesy coupon code of 50% of the value they originally received based on the tier they were in (original coupon code $*** courtesy coupon code offer $**). Additionally customer experience supervisor reached out to the customer to answer any additional questions or concerns.
iROCKER Team
Customer response
03/21/2024
[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 is satisfactory to me.
Regards,
******* ********
Initial Complaint
10/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 17 October at 2pm I ordered a stand-up paddle from iRocker and got one for free. Unfortunately, I read afterwards that I am not legally allowed to paddle with the paddles to the islands opposite Cannes, as the paddles do not have two air chambers. So I cancelled my order in writing by email on 17 October at 15:10. On 17 October at 16:32, customer service replied that the order had already been shipped, which DHL said was not true. It was only after this that they arranged for my order to be sent. Now I have to arrange the return at my own expense. This is very expensive for 3 packages (two stand-up paddles and additional material). I think it's cheeky to force customers to buy in this way. I don't see why I should have to pay for the return. I would like the company to send me the return labels and also pay for them and refund my order in full.Business response
11/02/2023
Good Morning,
Thank you for highlight this case.
Please note that as per our shipping policy we do not have a way of canceling the order after it was placed.
*************************************************
In rare situation, when the order has not shipped, we’d do everything we can to help the customer and cancel the order if we are notified in time.
Unfortunately, we cannot provide a shipping label as this would not align with our policies and be unfair towards other customers.
******* ****
Customer response
11/07/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
I ordered the stand-up paddle on October 17, 2023, at 2:02 PM. As you can see from my evidence, I canceled my order on October 17, 2023, at 3:10 PM. In the evidence document "Suivi et traçabilité - DHL - France.pdf," you can see that my order was still with IRocker. This is why IRocker intentionally shipped the goods. IRocker knows that I would have to pay around 500 euros in shipping costs if I return the items. I'm sure that this is also the reason for the current promotion where you get a free stand-up paddle with a purchase. If I return both stand-up paddles and the additional items, I would incur around 500 euros in shipping costs plus insurance costs. I paid 1452 euros. I have done some research on the internet and found that I am not the only one who has had this experience with iRocker. There is a Facebook group for this.
Regards,
***** ******
Initial Complaint
08/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
July 2023 purchased an inflatable stand up paddle board directly from I-Rocker. Paddle board arrived without instructions on how to properly inflate the board, using the plastic pump included, which apparently needs to be connected to the car battery. Today, I called I-Rocker to request the instructions. The customer "service" ???? representative refused to accommodate the request, and instead stated "you would need to look for it on-line and get it yourself"...and that I-Rocker is trying to reduce the carbon footprint by not printing paper (note: I-Rocker paddle boards have actual warnings about the toxicity of the product, right on their products---Wow, the hypocrisy. It seems I-Rocker lacks an understanding of what customer service stands for. So, I'm supposed to drag my desktop computer, out to the garage in order to refer to the on-line manual? Or am I to drag the paddle board into my dining room, try to locate an extension cord that will connect to my car battery? Or.....am I supposed to print the manual, thus saving I-Rocker paper, ink and time?Initial Complaint
07/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Blackfin board in 2020. I went through 3 warranty exchanges 2020-2021. First issue being top deck peeling off, second board was covered in mold, and third issue was a seam leak. I did not report to the BBB because I didn't think of it at that time. I reporting now because I see continued issues on the irocker discussion page and if I had submitted this earlier it could have possibly helped others. I think they need to extend their warranty to cover these continued issues.Business response
08/14/2023
To BBB:
This is to confirm that the warranty claimed filed by the customer was accepted in 2022 and a replacement board was provided. The durability of inflatable products depends on multiple factors such as: storage conditions, regular maintenance, transportation and is highly dependent on the user. iROCKER provides up to 3 year warranty on seam leaks and limited warranty on other defects:
Please do not hesitate to reach out if we can assist further.
iROCKER Team
Initial Complaint
07/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In November 2021, I purchased an Irocker Blackfin XL paddleboard. First used end of June 2022. After 45 minutes on the water all materials started to peel off. I made my claim and a few weeks later I received a new paddleboard. Of note, this company did a huge product recall in 2022 and my paddleboard was among the recalled products. July 14, 2023, I'm doing my first outing of the year with my paddleboard. He started deflating. I then made a second warranty claim. I was informed, after sending pictures of the leaks, destroying the paddleboard, that my claim request was accepted. And I am informed that I will soon receive a code for the replacement of my blackfin XL. July 26, 2023, I received an email telling me that the paddleboard (the one IRocker had sent me to replace my first defective one) was also one of the paddleboards affected by the recall. As the deadline for complaints had passed for reminders, the request had to be sent and analyzed by another team. But that I won't have it for the summer of 2023. So, Irocker sent me a defective board in 2022 to replace a paddleboard that was defective and both were part of the recall. And now, it's been 2 summers that I can't practice this sport because of multiple errors on their products. E-mail from IROCKER july 26th 2023: "Upon reviewing your claim, we discovered that the Serial Number you provided is a Serial Number that was impacted by the recall we announced last year. Because of this, we are unable to handle your claim through our usual warranty process and instead have to process your claim as a Recall claim. Warranty claims are usually resolved within 1 Business Week from initiating the claim, whereas Recall Claims can take up to 2-4 Business Weeks to resolve due to requirements we must meet with Governing Bodies. " We had planned a family vacation for paddleboarding. I'm not living in a place where it's summer all year round. In two weeks it will be too late. And in 4 weeks it will be cold.Initial Complaint
07/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On July 8th I placed an order with I-Rocker for a Blackfin SX hard board. The order was confirmed and the charge applied to my credit card. On July 11th I contacted I-Rocker to confirm delivery details and was told I needed to contact IFS, their Canadian logistics partner, as they handle Canadian deliveries. IFS was not able to find my order number (CA-****** in their system and instructed me to contact I-Rocker. I called I-Rocker that same day and spoke to the same customer service rep who had instructed me to call IFS who then told me the warehouse needed 2-3 business days to fill the order. I followed up again on July 17th and the order was still unfulfilled. The customer service rep said they would call me back after they contacted the warehouse. I received an email from them at the end of the day (Case #******* indicating they had not heard back from the warehouse and would contact me the next day with an update. It's now July 20th and I have had no updates. At this point I am out of pocket $700 and have little confidence in their ability to deliver. I will be contacting my credit card provider to initiate a chargeback.Business response
07/27/2023
This is to confirm that the Customer and iROCKER Customer Experience Lead have been working on resolving the issue.
Thank you for your patience!
iROCKER Team
Customer response
07/27/2023
[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 is satisfactory to me.
Regards,
******* *****
Initial Complaint
06/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On May 16th, I ordered a hard paddle board, I canceled the order due to it being the wrong one, I canceled it before it shipped out. As of today, June 1st, I’ve spoken with multiple people from iRocker, and no one can help with this cancellation, the order is still open. They also are trying to take a $200 deduction from an order I never saw come to my house. They have a policy for RETURNS being a $200 fee, but this item was never delivered to begin with.Business response
06/13/2023
Good Morning ****,
The customer was contacted on June 5th via phone.
iROCKER senior team member left a voice mail asking the customer to get in touch.
Please let us know if there is anything else we can do to assist.
iROCKER Team
Customer response
06/13/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
Regards,
***** *****
Initial Complaint
05/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an All-around Ultra SUP last month (***** *********) and inflated it to see that the wrong item was sent. This company mistakenly sent a Cruiser Ultra. Also, on another order (***** *********) you sent a kayak blade. It did not come with the necessary spring-loaded button to allow for attaching to the paddle. I have made a complaint already and this was closed, even though the issue still remains. They contacted me to send in more information, which I did but have not received any response. This company has lousy customer service.Business response
05/17/2023
Dear Mr. ******
This is to confirm that your case has been located in the system and escalated to management.
Our customer service representative will get in touch with you within the next 24hrs.
We apologize about the inconvenience!
iROCKER Team
Customer response
05/20/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 20068351
I am rejecting this response because: Once again, the representatives at iRocker have chosen not to contact me regarding this issue. They are stating to BBB they would resolve this issue with me but in actuality are not doing anything toward a resolution.
Regards,
**** *****
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