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Brazos Walking SticksThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
11/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am disabled and bought a walking stick first week of september, According to their product advertisement they have a lifetime warranty, the cane fell and a piece of the handle broke I contact the company to have it repaired. The they feed me a long line of having a receipt SKU number etc. and instruct me to buy glue sandpaper and fix it myself. I am furious, where is the warranty this is supposed to be a lifetime warranty they advertise Not even two months old this should not be breakingBusiness response
11/08/2024
Subject: Clarification Regarding Communication with ******
Dear ******,
I would like to provide clarification on our recent communication with ******, as there seems to have been some confusion regarding the situation. Below is a summary of the key events:
Initial Request: We received an email from ****** asking about repair or replacement options for an item. In response, we requested a proof of purchase and images of the item to better understand the issue. We also shared some troubleshooting steps in case he could perform the repair himself.
******* Response: ****** replied stating that he did not have the purchase documents but could provide a bank statement showing the transaction details from September, which referenced a purchase made at Ace Hardware.
Further Assistance: Given that ****** was unable to provide a proof of purchase, we suggested he try the repair steps we outlined and to let us know if the issue persisted.
******* Update: ****** informed us that, due to a disability, he is unable to carry out the necessary repairs on his own.
Next Steps: Since ****** could not provide proof of purchase, we asked for his shipping address and the item part number to proceed with a replacement, as we do not have access to purchase records from Ace Hardware.
Final Communication: ******* last message indicated that he no longer wished to continue the conversation.Despite this, we again requested his shipping details and item number to facilitate the replacement of correct item, we have yet to receive the necessary shipping details and item number required to process the replacement. As mentioned earlier, the item was purchased from ************, and unfortunately, we do not have any records of the item number or the shipping address associated with the ******* order. Without this information, we are unable to proceed with the replacement. We kindly requested that you provide these details at your earliest convenience to help us resolve this matter promptly.
We regret that this situation has reached this point and are still open to finding a resolution. Please let me know if there are any further actions we can take or if theres anything else youd like us to do.
Thank you for your attention to this matter.Customer response
11/08/2024
Complaint: 22528235
I am rejecting this response because: it does not fix the problem a tutorial to become a caroenter with a lifetime warranty is not the expectation of service also they should stand behind their product a defective cane they should be no hesitation in fixing the problem, asking me for shipping information and receipts from the time of purchase seems shady and also irrelevant to the problem if the would have offered to fix the came I would not be filing this complaint highly unsatisfied. Might as well be made in ***** and I am sire they would offer to help. Lifetime warranty bull!
Regards,
****** ******Business response
11/11/2024
Subject: Clarification on Lifetime Warranty Process
Dear *****,
Thank you for your response. It seems there has been some confusion regarding the lifetime warranty process, and I'd like to clarify a few points.
As outlined in our warranty policy, the lifetime warranty covers a one-time replacement, not a repeated replacement for each new claim. To process a warranty request, we typically ask for proof of purchase and pictures of the item in the initial email. This allows us to confirm whether the warranty has been previously used and verify the replacement eligibility.
We understand that you have indicated the lack of proof of purchase, and while we are proceeding with a replacement, we do need a shipping address where the item can be sent. As mentioned in our previous communication, we do not have access to purchase records from ************, so the address will help us move forward with the replacement process.
Please provide the necessary shipping details at your earliest convenience, and we will ensure the replacement is shipped to you promptly.
Let me know if you have any questions or need further clarification.Customer response
11/15/2024
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.
Regards,
****** ******Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A purchased a non-customized walking stick from Brazos order #****-BZ, I received the stick and unfortunately it did not fit. I verified that I was well within their return policy. I contacted them by their online form since there is no phone number listed for the company. Two days later they emailed back with the response pasted below, obviously the original form was never read. When attempting to reply to the email the email is bounced automatically. Constant roadblocks in contacting this company.Original form sub:*************************** purchased a twisted oak dual purpose walking stick for me under order #****-BZ. Unfortunately the stick is not the correct size for me and causes significant discomfort. We would like to return the item. We have the original tags that came on the stick but do not have the original shipping box, I can get a new box to ship it. Please let me know the procedure to return the item.Brazos response:Hello,We apologize for the inconvenience,Please provide receipt/proof of purchase and pictures of the incorrect item so we can assist you further,Kind regards ************************* Sales Support Representative ************************************************** ************************** www.LiveHealthSmart.com Formerly ****** Healthcare, Mabis, DMI Product Feedback Also- we have a pretty nifty status tool as well!Business response
05/20/2024
Dear BBB Team,
Thank you for bringing this to our attention.
We take pride in our product and always do our best to provide customer satisfaction.
On May 8th, we requested proof of purchase and pictures of the reported item.
This is our standard process to ensure refund is going to the correct party, and the pictures are to rule out any defects or damages caused in transit.
The next step would have been to initiate a return authorization which in turn would generate a refund once the product was received by our warehouse team.
Kindly instruct **************** to email the requested information to ****************************************************** and reference order# #****-BZ so we can provide a prompt resolution.
Best ******************************* Team
Customer response
05/20/2024
Complaint: 21685879
I am rejecting this response because:All of the requested information was sent in not only the original contact with the store but was also provided to the BBB. Please see the attached email. They purposely make contact impossible. Failing to provide even the most basic customer support let alone following their own return policy (see attachment #2).
Regards,
*********************Business response
05/21/2024
Dear BBB Team,
Once again ask that the requested information be submitted to *****************************************************. The consumer did not provide a receipt showing the purchased item along with price so that we could initiate the return process. Additionally, we did not receive a picture of the product as requested to verify there were no damages in transit.
We want to issue the refund, we just need the consumer to follow the standard process so we can provide the resolution they desire.
Kindly instruct **************** to email the requested information to ****************************************************** and reference order# #****-BZ so we can provide a prompt resolution.
Best ******************************** TeamCustomer response
05/21/2024
Complaint: 21685879
I am rejecting this response because:
This company is intentionally trying to avoid going through the BBB. I have attempted to use their support channels which were meet with customer service reps that do not read the emails and dead email addresses. The order number was given in the original complaint that they received through their website as well as in this complaint (given yet again 5294-BZ). I find it interesting they are insisting on a receipt but they do not provide these with online sales. I will no longer do business with this organization and will be spreading the word about this series of interactions. COMPLETELY UNACCEPTABLE!
Regards,
*********************Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order #****-BZ; Date Ordered: Oct. 2, 2023; Date Received: Oct. 8, 2023 Paid: $187.00 Problem: I ordered a size too large. I contacted company via website and asked if I could exchange it for a smaller size and indicated I would be willing to pay shipping. I was told that it was a custom order and that no returns or exchanges are allowed. I followed their advice on the website regarding sizing (I am 6'-0" tall):For people who are between 54? and 511, we recommend a 55-inch stick. For adults over 511, we recommend a 58-inch stick.- PRO TIP: For the Fitness ****** - we generally go down a size. (if you're 5'4"-5'11", grab a 48" and so on)Business response
10/11/2023
The sizing is recommendations only.
Per our return policy, once an item has been customized (compass added along with a spike on order 1702-BZ), it is no longer returnable. Here is a direct link to our return policy. ********************************************************************************************************Initial Complaint
09/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Brazos offers a lifetime guarantee. I have multiple canes from them, a new one broke a handle. They said their warranty does not include breakage. So they offer a lifetime guarantee, but deny all finish or breakage issues. So no guarantee whatsoever. This is false advertising.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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