Motorcycle Supplies
Happy Trails ProductsThis business is NOT BBB Accredited.
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Complaints
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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
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a Skid Plate for my motorcycle on June 23rd. A few days after the purchase, I decided that I no longer needed the product so sent an email to their support email address "****************************************" requesting to cancel the order before it shipped. A few hours after I sent the request to cancel, the order was shipped anyway and I never received a response from the seller. I have received the item but it is still in its box unopened, as I want to return it and will no longer have use for it. I have sent them three emails requesting this over almost two weeks, but have received no response. I have also attempted to call them, but their automated systems tells you to get in touch via email.Business response
07/08/2024
Hi ******,
I searched our support system and don't see any e-mails from the ********************** email address. Did you sent the emails to ****************************************?
Also, you're welcome to return the skid plate to the address on our returns page. That's no problem, as long as it's resalable as new. ****************************************************************;
Customer response
07/09/2024
Complaint: 21956762
I am rejecting this response because:
No solution has been provided as of yet.
Thank you Happy Trail for acknowledging this complaint, however, I do not have confidence that another email to
"****************************************" will get this resolved until I can confirm that my emails are being received and the return process has been initiated. I have already sent three emails from the email address specified to no avail.
Sincerely,
*************************Business response
07/24/2024
Hi ******,
I do apologize that you're emails have not been delivered to our support system. This is not the first time I've heard of this actually, there was one other customer sending emails to ************************************************************************ and we never received anything. We do get dozens and dozens of emails there every day so I'm not sure why certain ones get rejected or don't come through. I'm going to reach out to our ZenDesk platform that we use for support about this to see if they can figure out why.
As I mentioned in the previous response, you're welcome to return the skid plate for a refund. Our return address is at the bottom of our returns page here: *********************************************************** Once received we will issue a refund for you, that's no problem.
Customer response
07/24/2024
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.
Sincerely,
*************************Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered an item from them. Their website says in stock items ship within days. It took 3 weeks. The tracking number provided wasn't the accurate tracking number. While both items were marked as shipped, only one item was sent. It was an international order and I had to pay taxes and customs on both items because they declared that both items were in the shipment. Upon installing one of the items, I discovered that they did not send the correct installation hardware, rendering my purchase useless and not as described. They do not answer phone calls and rarely respond to emails and when they do it is utter vagueness.Business response
02/03/2024
*********************
We have been in contact with *************** and are in the process of resolving his issues.
Initial Complaint
01/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Made a purchase on Oct 4, 2023 online.Received half of purchase end of November 2023.Never received rest of purchase. Received one last email from company saying product was being made at end of December 2023 and might ship in early January ****. No other communication. I tried calling and emailing by late January **** asking what was going on and couldn't get a response by phone or email for a week. I finally got a response when I used a different email address simply saying the product I had ordered three months earlier is now discontinued and a refund would occur sometime in the next few weeks.This company has yet to refund me over $300 and I can't get a response by email or phone explaining why they will not or can not give an immediate 'digital' refund. I can't get a response explaining why I wasn't notified earlier about the product being discontinued (when I was told it was being made) and a receiving a refund.Business response
02/03/2024
*********************,
Mr **** received his refund within the time limits we told him we would process it.
Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered two panniers and a mounting rack 95 days ago. They have not shipped anything. I cannot get anyone on the phone to talk to about the status of the items. Their website now shows almost all items out of stock. I am concerned they are not going to ship anything as they have no inventory and it has already been so long since my order.Business response
01/18/2024
Hi ****,
We are just waiting on your racks. They are out to powder coat now and we'll be shipping as soon as we get them back. You can expect the shipment next week.
Initial Complaint
01/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I order crash bars for my motorcycle and they did not fit my bike properly .i have called them left emails . I have received 1 email from them stating they are waiting on a picture that i have sent them and still no responseBusiness response
01/18/2024
Hi ****,
I talked to *** who was handling this issue and it looks like we were waiting for a response from you. We're happy to take the guards back on a return but there are lots of guys running the guards with the *** model so it does work, it's just a matter of getting the bracket oriented right but if for some reason your *** is positioned differently we would be happy to take them back. *** followed up with you as well so please feel free to respond to either communication. Thanks much!
Initial Complaint
10/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
UNHAPPY TRAILS! Ordered an ebike online with them, received an order confirmation and 2 hours later got a credit memo with no explanation. Messaged and called but zero response.Business response
10/12/2023
Order was marked as fraud by our system and automatically canceled and the transaction voided. I had responded to ****** via customer service and before I could get back to his last response I saw the BBB complaint so responding here. Our system automatically marks fraudulent orders using maxmind minfraud service. It's a third party service with high accuracy regarding fraud.Customer response
10/12/2023
Complaint: 20726581
I am rejecting this response because: I want to order the same item with the discount coupon I used previously and it now does not work, and I have received no response from the company about getting a new coupon.
Sincerely,
***********************Business response
10/19/2023
The order was marked as fraud and automatically rejected. We have a third party that manages our fraud processing. We aren't obligated to sell to anyone.Customer response
10/20/2023
Complaint: 20726581
I am rejecting this response because: they never responded to me about a replacement discount coupon and seems they are not entirely truthful about the reason the transaction was cancelled. In reading other reviews it seems they have done this before when they realized a coupon gave discount on something they then decided should not have a discount. They may not be obligated to sell to anyone and likewise I am not obligated to accept their response.
Sincerely,
***********************Initial Complaint
07/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I ordered a bike at the price they had listed online. The order was completed and I received a confirmation of the order. They then cancelled my order because they said there was an error in pricing. The order was already completed so how can they cancel it and change it? I have proof of everything please see the invoice. Now they want ***** instead of the original price.Business response
08/01/2023
Our developer made some updates to the website over the weekend that caused pricing errors site wide. During checkout every customer must agree to our Terms of Use found here: ***************************************************************** which states the following "Actual products may vary slightly from what is pictured on the website due to our constant updating of products. Similarly, we strive to keep our product descriptions and pricing current. We reserve the right to cancel orders for products that have been inadvertently listed in error."Customer response
08/01/2023
Complaint: 20401378
I am rejecting this response because:
This wasnt a slight error this is a huge error. Its a $2,500 dollar error. Maybe you should focus more on managing your website so something like this doesnt happen again. That is absolute Bull S*** that youn cancelled the order after it was already completed with a confirmation number to verify!
Sincerely,
*******************************Initial Complaint
07/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered crash bars for my motorcycle from Happy-Trail. I payed $315.32 to the company via Paypal. When I placed the order they stated that average wait time is 5 weeks. After 72 days I asked for an update and the owner said "get a refund if you don't want to wait". So I asked for a refund and received it minus $25. The website indicates that a $5-25 restock fee may occur. However many people online have reported waiting over 100 days to get the product. The wait time on the website still says average of 5 weeks. I believe that the company Happy-Trail advertised a product knowing they would or could not fulfill the order. They get people to pay, make them wait in order to get $25. Their shop is not minus labors due to the fact that they are advertising new products.Business response
07/20/2022
We have been very up front with ***** about our delivery times. He has been updated every step of the way. These are build to order products so they take time. We issued a refund on July 16th back to his PayPal account and the refund has already been processed and received by him. We did not charge a restocking fee.
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Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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