ComplaintsforAccubow

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My original purchase was in September 2022. The product did not work out of the box. I called the company to resolve the issue and they said no problem they would send the parts to fix the issue. They only sent one of the two parts needed to fix the problem. I kept calling and calling and not getting any response. Tried to return the product Where it was purchased but they said it had been too long to return it. Continued to call the company multiple times without response after over nine months finally sent the second part that they said would fix the issue. Installed the parts but did not fix the issue. Called again multiple times. They said those parts shouldve fixed the issue but they have not. The last phone call they said it had been too long to do anything about it but they are the ones that created the time issue by not taking care of the parts in a timely manner . They had never fixed the issue in over a year. **************** this company is horrific shouldve been taken care of in the first 30 days instead it took a year and three months and is still not resolved. To purchase a product that is supposed to work and does not and get no correct response from the company is inexcusable.

  Business response

  12/05/2023

  Hello, 

  We are sorry to hear that you had a bad experience with one of our bows. Unfortunately due to the bow not being purchased directly thorough Accubow we are unable to process a return/ exchange as we don't have an order number / CC on file for you to process. It was our understand you were taken care of after the first and second parts were sent to you as you we didn't hear back from you for quite a while. However our emails back and forth show that we are still willing to provide you parts for free under our warranty (given to you for free as we understand your frustration on this matter). We apologies for any frustration this may have brought you and if you would like to get your bow in working order we still stand on our lifetime warranty. You can claim this at anytime by email us directly at *********************************** We hope this clears any confusion and again apologies for any frustration this may have brought. 

  Thank you and have a great day. 

  Customer response

  12/06/2023

   
  Complaint: 20959461
  
  I am rejecting this response because: even though I did not buy the Accubow through your website, it is your product. Because of the terrible customer service by your company when I finally got so frustrated, I tried to return the item to ******** They stated it was outside their return window because your company took too long to give me the parts and take care of the problem I can assure you there were no fewer than 20 phone calls to your company, most of which were never returned and giving me the parts to fix the boat would be fine if they actually fix the problem but they did not and your phone representative stated there must be some other issue with the bow itself, which is probably true But you are continuing to refuse to replace it. Another example of your poor customer service is in the email I sent to your company. I included my phone number and asked for someone to call me which did not happen again. I think the only resolution at this point would be to send a bow that actually works. Youre more than welcome to have this piece of junk back that I have that never has worked.
  
  Sincerely,
  
  *************************

  Business response

  12/07/2023

  Dear Valued Customer, 

  
  As we previously stated, due to the bow not being purchased directly through Accubow, we are unable to process a return/ exchange as we don't have an order number / CC on file for you to process. It was our understanding that you were taken care of after the first and second parts were sent to you as you we didn't hear back from you for quite a while.

  However our email communication history shows that we are still willing to provide you any parts that you may need for free under our warranty (given to you for free as we understand your frustration on this matter).

  Please let us know the exact issue with your AccuBow, so that we can provide you with a solution and any necessary replacement parts to fix your problem.

  We apologize for any frustration this may have brought you and if you would like to get your bow in working order we still stand on our lifetime warranty. You can claim this at anytime by emailing us directly at **********************************

  We hope this clears any confusion and again apologies for any frustration this may have brought.

  
  Thank you and have a great day. 

  Customer response

  12/07/2023

   
  Complaint: 20959461
  
  I am rejecting this response because:
  As stated previously, it took almost a year to get the parts because of the poor response from your company for months and months and months. After finally getting the parts and being told, there was a ******* video to replace the parts. I went online on *******, only to find out there was no longer a video to replace the parts after finally contacting *****. He stated it was an easy change and if I had any problems I could call. I was able to change out the parts but they did not fix the issue. He stated that it must be an issue with the boat itself not with the parts so if you would like to send me the bow itself so it would work that would be great, but sending more parts that do not fix the issue is not helping in any way, shape or form. It is very disturbing that because of the poor customer service from your company for over nine months ******* would no longer take the item back. Since it was an issue with your customer service, getting stuff taken care of in a timely manner, your company should take care of the issue and replace the bow with something that actually works and that replacement parts do not fix. 

  Sincerely,
  
  *************************

  Business response

  12/08/2023

  Dear valued customer,

  You can continue to reject our proposed solution for you, but there is nothing more we can do for you at this point other than provide the solution that we have offered you numerous times.

  For clarity, please provide a detailed description of your exact issue with your product. I will be happy to provide you the exact solution of how to resolve and fix the specific issue with your product. Please provide product images to support your explanation.

  Thank you,

  Customer response

  12/09/2023

   
  Complaint: 20959461
  
  I am rejecting this response because:
  I have talked to your department multiple times and was told replacing the cams would fix the problem. It did not. It continues to have an issue where the bow when you pull it back just spins out and does not provide any resistance. I have asked multiple times for a phone call on emails to your company and have never had a phone call returned in over a year. Your representative is the one who said there is an issue with the bow itself and it would need to be replaced, not just the cams at this point. You offered to replace the cams again which did not fix the issue so I dont understand why giving you an opportunity to fix the problem with parts that do not work is going to help. One simple phone call from your company couldve resolved all the issues, but you refuse to call and you refuse to take care of the problem. In every response, you say dear valued customer, but after a year and three months, I do not feel valued at all.
  Sincerely,
  
  *************************

  Business response

  12/19/2023

  Hello, 

  Thank you for reaching out! Again we sorry to hear you are having these issues with your dials. Please send us an email with photos of inside your dial and if you do need a full replacement we will provide you with one. We have made attempts to call you however all done so with fail to reach you.  We understand your concerns however reaching out to our email with photos of the damages would help us better understand the condition of your bow. We look forward to hearing from you soon with the photos! Any other questions please let me know! 

  Thank you, 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Accubow stated if signing up for email service they would provide a 20% off so I signed up and went to use the code but they have removed the location to enter a promo code due to other discounts they currently have. I than received repeated emailed over the next day asking me to go back and purchased my items along with multiple other discount codes. I emailed customer service and they stated the turned off the codes because of the sale going on. They did not turn off the spam emails sharing discount codes or the email grab with a promise of a discount code. This is a false advertising.

  Business response

  06/22/2023

  Hello, 

  We are sorry to hear your frustration with us. You are correct we did send you marketing emails telling customers that they can claim 20% off their order using discount code "Welcome20". However we then started a "Site-wide sale" that was 30% off every item in the store! When we run these big sales it is our policy that discount codes cannot be applied in addition to ongoing site wide sales. Once the sale ended we enabled discount codes again and you can use the discount code stated in the marketing email.

  Unfortunately we would be unable to give you the family bundle package for 34 dollars. However for your hassle we'd be happy to give you a 30% off discount code for the sale that has passed. 

  If we can give you anymore assistance please let us know! Thank you and have a great day! 

  Customer response

  06/25/2023

   
  Complaint: 20209183
  
  I am rejecting this response because:
  

  In review of website prior entering email address and again within the discount emails provide no policy noted that discount codes would be shut off.  Policies need to be accessible but customers to allow for a decision to be made any understanding of the agreement. Agreement was please provide email address and recieve  20% code.  No policy statement and fine print says they could not be combined or that the discount code would be shut off during sales.Please provide screen shots that show discounts could not be combined or a link to the policy prior to entering email for 20%code.
  

  Sincerely,
  
  *******************

  Business response

  06/28/2023

  Hello, 

  Thank you for your reply! We understand your frustration on this matter. Unfortunately the best we can do to help you is offer the site wide discount that was missed. As stated we're more then happy providing you with a 30% off discount code for your troubles with this matter. We hope you take us up on this offer as we are trying our best to resolve your issue. 

  If there is anything else we can help you with please let us know and we'll try our best to accommodate you! 

  Thank you and have a great day! 

  Customer response

  07/06/2023

   
  Complaint: 20209183
  
  I am rejecting this response because:
  In review of communication history the sell did not provide a copy of the policy that they stated was provided.  I am interested in reviewing policy and will have to take further action legally due to false advertisements claims.  A policy is by definition a written guidance that is accessible by affected parties. 
  Sincerely,
  
  *******************

  Business response

  07/10/2023

  Hello, 

  We are still waiting to hear back from you regarding our phone call yesterday. As stated we are more then happy to get this complaint squared away. We look forward to speaking with you soon! If you have trouble getting ahold of us please shoot us an email. Either way we'll be happy to help! Thank you and have a great day! 

  Thank you, 

  Customer response

  07/10/2023

   
  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. Business honored suggested resolution.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order the accubow 2 for a Christmas gift. The item arrived with all the zip ties already cut and the bow was broken in the box. Horrible experience trying to get the refund for the bow had to go through PayPal to get a response. They declined to pay for return shipping. I as the buyer should not have to pay to return an item that was broken before I received it. Accubow did credit back the amount for the bow but refused to pay the return shipping charge of $21.60 in the messages through PayPal they agreed to pay return shipping as well as the cost of the bow. I have all the screen shots of the messages. Now the manager of the company refuses to speak to me on the phone this isnt right and is very crooked of this company.

  Business response

  01/18/2023

  This customer was refunded in full. Actually, we waived the re-stocking fee and the shipping costs that we incurred. Normally, these charges get deducted from the customer's refund. Our policy clearly states that we charge a re-stocking fee and do not refund the shipping charges that we incur. Please see attached link to our return policy, which is very clearly stated on our website: *********************************************************

   

  This customer paid $160.99 for their order and they were refunded in the amount of $160.99 for their order. Attached is a copy of their refund.

  Customer response

  01/18/2023

  Clearly stated in the messages through PayPal once they had reciept info from return shipping that would be paid along with the credit for price paid for bow. It wasnt that I wanted to return it for inconvenience for you, the product was broken and was broken when you shipped it I should not have to pay to get the damaged product you sent to get back to you. I shouldnt have a restocking fee even considered due to the poorly shipped broken product I received. I do not feel I owe the return shipping charges. This is very poor service from accubow as a company. This is not how a business should handle this type of situation. I even talked to an employee from the company who agreed it isnt right that I should have tk pay the return shipping on a broken product I guess another question is why would you restock a broken item??? The product looked like it was broken and returned before and threw in a box and sent out to me. Yes an employye also said you send out sent back products. Obviously not a trusting company. Once the return shipping of $21.60 is credited back to me I will drop this case. Until then I will make sure to get it made right from your company. 
  Complaint: 18824956
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Accubow bundle on 12/20 for my children for Christmas. Order #***** this included an adult bow 2.0 and a child nano bow. The total cost was just over $200. The product was set to be delivered on 12/23 however due to weather the shipping was delayed. I received my package on 12/27. I opened the box and it only contained the 2.0 adult bow and not the childrens nano bow. I thought maybe it would come separately since there was not enough room in the box but it never came and it has been almost 2 weeks. I contacted the company on 12/27 and their voicemail said they would be out of office until 12/27. So the day they were going to be back in office they did not answer. My husband and I continued to call until we finally got an answer on Friday. Prior to this I had sent 3 emails with no reply as the company website and emails state for immediate assistance send an email. The lady who answered the phone seemed to not care and said she was just answering phones and the person in charge was not available and we could leave a message. I have since left 3 messages and my husband has left 2 messages. I have also sent multiple emails. Only one email was replied to with a generic reply asking what was broke when I clearly told them I was missing products that I had paid for. The problem I have is the company has been posting all over multiple social media platforms but can not respond to emails. I again called and spoke with the same lady. She said she couldnt do anything to help me, I even asked for my money back and I wanted to return the product I did have and she said I would still need to talk to the guy in charge who never answers. I do not want to support this company and I want to return the device however my husband and I are nervous that we wont get money back. The lady told me to file a dispute of the charges since I was being ignored.

  Business response

  01/06/2023

  We have resolved this situation directly with the customer.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Nov. 24th order #****, I have received no updates and no response. I wish to cancel this order due to the company refusing to respond to any phone calls , emails or social media. My items have yet to be shipped. When I call the number given it goes to a voice mail. I have sent multiple emails and fb messages. Reading reviews this company has horrible customer service, and I am understanding why! I want my order canceled and refunded!

  Business response

  12/01/2022

  This customer did not even allow us 24 hours to respond to their request. We received 1 email from them. Their ordered was cancelled in less than 24 hours of receiving their email.

  Customer response

  12/02/2022

   
  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

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the item on 6/23/22. I contacted them because the app that is used by the product was not working. On 6/24/22 the Accubow broke while using it as intended. Now they are saying that I have to pay for shipping, a 10% restocking fee, and damages for a defective product.

  Business response

  06/28/2022

  Our website terms and conditions can easily be found here: https://accubow.com/pages/terms-and-conditions_ep_2-1

   

  Upon ordering  from our website, you are agreeing  to our ordering terms and conditions,  including our return & refund policy for used and/or damaged products.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently purchased an Accubow 1.0 from the company for $148.74, after tax and shipping, on 12/2/2021. This was purchased by my girlfriend, ***********************, using PayPal and the item was shipped to our home at the address I have listed previous. The order number was ab-*****. The Accubow sat in the original shipping box in a closet until Christmas Day when I opened it. Upon opening the shipping box I immediately saw a broken phone mount. Upon further inspection the bow itself had wear and tear on it that did not support it being a brand new product. The laser that operates the system was also inoperable. It looked to be a return or defective product that was sent instead at full price. Pictures were immediately taken and an email was sent to the customer service department of the company. Three days later an email was sent from the customer service email stating that a new phone mount was being sent out. An email was sent to express that this was not acceptable as the broken phone mount was not the only issue. The only response given was a confirmation of shipment of the above mentioned phone mount. I tried calling two separate numbers listed for the business to no avail. So I went to their ******** page and messaged them directly. After reading my message they blocked me from sending more messages and basically have refused to make this issue right. Initially I would have been completely satisfied with an exchange but after this I only wish for a full refund at this time and to ship them back their product. This is completely unacceptable customer service in my opinion and think that people should also be made aware of this before they purchase from this company.

  Business response

  01/03/2022

  The only problem we determined with this customer's order was a phone mount that was damaged in shipping. The laser requires you to remove the isolator tab found in between the batteries before becoming operable. The minor blemish in paint finish was a matter of an imperfect hydrodipping process which is common and not reflective of a used product. Nor does it deem the product to be defective or affect the function of the product. The customer was blocked on ******** because 1) they posted a series of spammy comments to our page and page posts with the purpose of trying to shame our business and 2) their matter was already being dealt with directly between the customer and our customer support team.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dogshit customer service. Item showed up broken, no response from customer service, and they are making me pay to send it back.

  Business response

  12/21/2021

  Hi there, our return policy is clearly stated on our website accubow.com... if you wish to return your order, it is your responsibility to ship it back to us. We do apologize that ***** was rough on your package and a part was broken in transit. We offered to replace this part for free. Sorry you do not agree with our policies.

*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. ↩