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Business Profile

Camping Equipment

Hammock Gear

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Camping Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:02/14/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/29/2022 I placed an order with "Hammock Gear" directly through their website for a; "Premium Incubator custom Underquilt" rated/ advertised for camping in temperatures down to 30F degrees. Total of: $222.96 USD (adjusted for a black-friday special discount). Order #****** The item wasn't shipped until: 12/29/2022 (UPS tracking# ******************) On 01/31/2023 I wrote an email to Hammock gear letting them know that after testing the Underquilt failed to perform as advertised and keep me warm in temps near 30F degrees. Their response was that I used the product incorrectly or that I was by nature a "cold sleeper". They offered for me to send the underquilt back to them (at my expense both ways) for them to "inspect it" for a warranty claim. I did and do not wish to Warranty the item for a replacement as I do not believe the problem to be with the item i was sent and instead a problem with the design and mis-advertised temperature ratings of the product it self. In addition Hammock Gear's response claimed that "NO gear manufacturer guarantees their Temperature ratings" however all my down sleeping bags have "EN" comfort and extreme ratings which I've personally have tested to be true down to 10F degrees. My wish is to return the Hammock Gear "Premium Incubator custom Underquilt" for a FULL refund based on the failure of the product to perform as advertised and keep me warm down to 30F degrees while camping in my hammock.

    Business Response

    Date: 02/28/2023

    *********************************************************

     

    Our return policy clearly states that we have a 20% return policy on custom quilts. The customer has not even returned the item, he just wants his money back and still has the quilt. If he returns the quilt in new and unused condition, he will receive a full refund minus the shipping but we are under no obligation to give him any return without receiving the item in question and in fact do not have to give him a full refund per our policies but will do so, IF HE RETURNS THE ITEM IN QUESTION. That has not happened, so I don't understand how he can file a complaint for something he hasn't even returned.

     

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