Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I returned my order in full on 07/08/24 from my temporary residence in *******, **. It was delivered to the wrong address in **************** by ***** on 07/16/24. I did not know it was delivered to the wrong address at the time and contacted customer service. I was told by customer service that I would not receive a refund until the goods were delivered to the warehouse which the website temporarily reflected as delivered. The package was dropped off on my porch in **************** by the person who incorrectly received the package on 09/21/24. I opened it to verify the contents were still intact and then reprinted the original label and attached it to the box. I brought it to my local ***** location where I received a drop off label. The package has been "Out for Delivery" by ***** since 09/25/24 and it is now nearly 2 months later where I don't have the items that I ordered or a refund for my return. I went to my local Scheels store and spoke with someone at the customer service desk. They looked into the order on their system and told me that I need to file a claim with ***** since they never received the goods back, again because ***** has the package. I contacted ***** as suggested and they are telling me that the "pertinent information" of the shipment doesn't match what I am reading to them directly from the return shipping label .pdf that I received so they are unable to open a claim for security reasons. Essentially I have lost every ***** that I paid for my order because I do not have the products, a refund, or any other course of action available to me. As a customer I would have expected ********************** to be the one to file the claim with ***** and be able to provide them with the pertinent information given that they were the ones who paid for the return shipping label and are the only ones who can prove that it was never delivered to the correct address on 07/16/24.

  Business response

  01/02/2025

  To whom it may concern:
  We issued a prepaid return label for the Order: 31981079.  As of 1/2/2025, we have not received the merchandise back and it is still in transit via *****. SCHEELS is not responsible for lost or stolen packages that have been acknowledged received by the carrier; however, we can assist in the event a package is lost, stolen, or damaged.  We have reached out to the customer on 1/2/2025 to resolve the matter. 
  

  Customer response

  01/05/2025

   Better Business Bureau:
  
  I have spoken with the business in reference to complaint ID ********, and find that their proposed resolution is satisfactory to me.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a new Garmin watch from Scheels. When I opened the box, the watch did not have its sticker on the watch face. Additionally, it did not have the charging cord wrapped nicely with a twist tie. Because of these signs, I called Garmin to ask if the watch was previously registered and they confirmed that it was. Therefore, Scheels knowingly sold a used watch as new. I did not want to return the watch to Scheels because it would take 2+ weeks for a new one to come. And even if a new one comes, I'm not sure it would be brand new. Therefore, I would like a billing adjustment of 10-15%. For example, ******** sells open box items for 10-15% off. Since I got a used item (open box) when I thought it was new, I should get a billing adjustment.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ******* tumbler. It states it was delivered. Contacted customer service who did not resolve the issue and only made it worse. I am now out the tumbler and the money and I just want to be made whole and get a refund. This has caused me so much stress and now I never want to shop there again. Employees are so inconsiderate and not helpful.

  Customer response

  10/30/2024

  This was an online order. On the BBB website there was not a location specifically for the corporate location for online orders.

  Business response

  11/19/2024

  To whom it may concern:
  We have confirmed with **** that this package was delivered to the correct address.  The ************ Information is below. This is the second time an order from **** ******* has been deemed delivered missing to the address below.  We refunded $45.35 on 07/27/2021 for Order:24725816.  The customer has been advised to dispute the charge with their bank or work with their local law enforcement agency. SCHEELS is not responsible for lost or stolen packages that have been acknowledged received by the carrier; however, we can assist in the event a package is lost, stolen, or damaged: If your item is stolen or damaged, please contact our ************************** customer service team and we will file a claim with the carrier.
  

  **** *******
  *******************************************************
  Tracking: 92055903255593300016401586 
  

  ************ Information:

  Our systems indicate that the package was delivered to the intended address. It is recommended that the recipient inquire with other members of the household to see if someone inadvertently retrieved the package. If theft after delivery is suspected, please have the recipient contact their local law enforcement agency."

  
  

  Customer response

  11/20/2024

   I am rejecting this response because: this does not assist me in anyway as I previously contacted Scheels and was told that a claim was filed and I filed one myself and nothing was done. I filed a charge with my bank.
  
  
  

*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. ↩