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Hillerich & Bradsby

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Reviews Hillerich & Bradsby

Hillerich & Bradsby Reviews (19)

Unfortunately in their change to Wilson they have changed their policy It clearly stated on their website when I set up the RA that shipping charges would be re-reimbursed but is now non-existent The warranty department never responded to my e-mails regarding anything after the RA was assigned Once we spoke to customer service I was told shipping would be reimbursed Unfortunately, I only have one e-mail saved where customer service stated I would be reimbursed and that is attached As you can also see in the screen shot I refer to the online claim of their return shipping reimbursement at the time of my inquiry Thanks for your assistance....unfathomable that we're arguing $for a defective bat with a multi billion dollar company I have also attached the May RA authorization email screen shot which indicates total time of warranty process to be 4-days once they received the bat Our wait time was over a month I further understand that this will not factor into your decision however not once in this entire process has anyone from the company ever offered an apology for their lack of response or the delay Completely unprofessional, they should stick to selling to NCAA and MLB and not pretend to care about residential sales Thanks [redacted]

The customer in question called our company to set up the RA on 5/11/ The RA # [redacted] was established The replacement bat was not able to be shipped out until 6/12/ as there was not ample inventory to ship, and there was an issue with the delivery not being passed down properly through our system As far as non responses, Louisville Slugger has been sold to Wilson Sporting Goods and as a part of the transition we have switched our [redacted] phone number queue over to them This has caused a lot of problems that are still trying to be resolved People were on hold, voice messages were being left but no one was retrieving them, etcetc This is not how we would normally run our company but it is out of our hands The replacement bat has been processed, [redacted] Next Day air delivery [redacted] scheduled to be delivered on Saturday, June 13, We are sorry for the issues but feel that we have completed the replacement process and should therefore satisfy the customer with a new bat Thank you [redacted]

We will reach out to the consumer today and resolve the issue. We have been extremely backlogged and have been trying to deal with all issues in a timely manner. Since our company has been sold to Wilson Sporting Goods our inventory has continued to be depleted and new product introductions... are scheduled later in the summer. We are very aware of all circumstances and are working hard to resolve all of them. [redacted] , our Assistant Customer Service representative will reach out today. Thank you. [redacted]

We are very sorry that the consumer experienced a delay in receiving the replacementIf we run out of a product then we have no option but to wait for more to come in This part of the process is totally out of my control and therefore was the reason why this return replacement was delayed If the consumer is going to keep this replacement bat then to satisfy his desire for reimbursement to cover a $shipping charge I will request a check be issued to him Our policy, which has not changed since I have been working here clearly states that we will ship the replacement bat back the same means that the consumer ships it in to us If you want to classify that as reimbursement then by language it is, but we don't issue a check If this customer sent us his bat via *** Next Day Air then we should have sent his replacement bat back the same way We strive to satisfy all of our customers and unfortunately this was not handle to the customers total satisfaction
Thank you

An error was discovered by our Direct to Consumer company-*** *** ** *** They had loaded an incorrect UPC label into their system and therefore when the consumer was ordering what they thought was this mitt it actually was a different product
The problem has been resolved in the
systems.
As far as a refund, the consumer needs to contact *** *** at *** and they can issue the credit to their account We can not issue a credit for an invoice that we didn't collect
We just began our new direct to consumer initiatives and are having to work out some of the bugs I do hope that this resolves the issue when the consumer has contacted *** *** for the credit
Thank you Sorry that this problem happened

Our policy clearly states that we will replace the defective bat with another bat of comparable value if the same bat is not available
We do not offer reimbursement of shipping charges We ship back to the customer (paid by us) the same means that they ship to us
Since we have replaced this bat we feel that our obligation to this customer has been completed
If further actions are required and the customer demands a refund we will have to have the replacement bat back
Thank you

If this customer has a Return Authorization number that they can provide to us we can initiate having this replacement bat sent out We just recently acquired some inventory of this model, we were previously SOLD OUT and all customers were instructed that they would have to wait for the
models to launch in June, If this customer can call *** and ask to speak specifically with *** *** ** *** *** and have already gotten a RA number and returned their defective product we can proceed
Thank you
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI appreciate the timely responseHowever, *** has decided to accept the return of the batNo further action is requested for this complaintThank You
Regards,
*** ***

In response to a complaint sent by a customer who was unhappy with her purchase on our web site. We have resolved this matter with the customer to her satisfaction. We have issued a full refund of her purchase.Thank you.

First of all I must apologize for all the confusion.  We are in transition moving our returns department functions to our warehouse in Olive Branch, Mississippi.  This has caused some confusion and therefore as a result has lead us to this complaint.
We are also at the end of our...

product offering for the 2015 selling season and some model bats are beginning to sell out.    None of these issues are the consumers, we understand that and will work with this gentleman to have the issue resolved.
Mr. [redacted], Assistant Customer Service Manager will be reaching out to him today- 3/3/2015 and a satisfactory resolve will be met.
Thank you for your understanding in this matter.
[redacted]
Director/Account Services
Louisville Slugger

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
Due to the lack of response and the time it took to receive a replacement bat, we had requested a full refund of the purchase price as well as the shipping.  I'm guessing the same issues that prevented them from answering any of our other correspondene led to them not receiving or replying to this.  We have received the new bat and will use it however part of the agreement that is clearly posted on their web-site indicates that my shipping costs will be reimbursed once the bat is received and deamed defective.  Shipping was over $20 and I have not received repayment nor have I received a response to my email sent  6/4. Thanks

The mark that is placed on the bat is to indicate that it is a replacement.  These bats are brand new but it is our way to show that the bat being sent out is indeed a replacement. 
If this consumer does not want the bats then we will refund her money as well as her shipping costs.
We...

do not want unhappy customers and understand the frustration that she has encountered.  We are sorry for this inconvenience.
We have always had a policy that the customer pays the freight back to us and we ship out the same way they return to us and pay the freight back to them.  If indeed there was anything that was placed on our website other than that it was indeed a mistake.
We will process her claim for a full refund.
Thank you.
[redacted]
Louisville Slugger

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 While I appreciate that Mr. [redacted] is going to call me and I want a call from him to resolve this issue they don't address the problem. The problem isn't with registering the bat only (and I tried again today and still cannot register the bat). I actually had a person on the phone and they refused to even attempt to help me and told me I had to wait for warranty to call me and I have now left 3 messages for warranty and warranty hasn't returned a call. that is the problem. Yes there may be an issue with registering the bat online, but I am unable to even speak with a live person to try and resolve this issue. The only person who answer wouldn't help me and made me feel like it was a burden to get my call. I have a bat with a 1 year warranty that I cannot use. That is unfair and while you may have been purchased by another company and transitions are hard and there will be hiccups during the transitions period the consumer shouldn't feel them like this. 
Regards,
[redacted]

We will reach out to the consumer today and resolve the issue.  We have been extremely backlogged and have been trying to deal with all issues in a timely manner.
Since our company has been sold to Wilson Sporting Goods our inventory has continued to be depleted and new product introductions...

are scheduled later in the summer.    
We are very aware of all circumstances and are working hard to resolve all of them.
[redacted], our Assistant Customer Service representative will reach out today.
Thank you.
[redacted]

We are extremely sorry for the inconvenience that this has caused our consumer.  We have had some technical difficulties with our bat registration but those have been resolved.   I will have our Assistant Customer Service Manager, [redacted] call and assist.
We are in the process of...

transitioning our business over to Wilson Sporting Goods who purchased us back in April, 2015 and therefore we are experiencing some issues with this transition.  Call volume is high and we are attempting to handle everyone's complaints as we receive them in.
Thank you.
Mr. [redacted] will be reaching out to customer in the next 24 hours.

Unfortunately in their change to Wilson they have changed their policy.  It clearly stated on their website when I set up the RA that shipping charges would be re-reimbursed but is now non-existent.  The warranty department never responded to my e-mails regarding anything after the RA  was assigned.  Once we spoke to customer service I was told shipping would be reimbursed.  Unfortunately, I only have one e-mail saved where customer service stated I would be reimbursed and that is attached.  As you can also see in the screen shot I refer to the online claim of their return shipping reimbursement at the time of my inquiry.  Thanks for your assistance....unfathomable that we're arguing $20 for a defective bat with a multi billion dollar company.
I have also attached the May 11 RA authorization email screen shot which indicates total time of warranty process to be 4-5 days once they received the bat.  Our wait time was over a month.  I further understand that this will not factor into your decision however not once in this entire process has anyone from the company ever offered an apology for their lack of response or the delay.  Completely unprofessional, they should stick to selling to NCAA and MLB and not pretend to care about residential sales. 
Thanks.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
 
 I will accept a $20 check thanks

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted]nd find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
issues close

The customer in question called our company to set up the RA on 5/11/2015.  The RA #[redacted] was established.   
The replacement bat was not able to be shipped out until 6/12/2015  as there was not ample inventory to ship, and there was an issue with the delivery not being...

passed down properly through our system.
As far as non responses, Louisville Slugger has been sold to Wilson Sporting Goods and as a part of the transition we have switched our [redacted] phone number queue over to them.  This has caused a lot of problems that are still trying to be resolved.
People were on hold, voice messages were being left but no one was retrieving them, etc. etc.  
This is not how we would normally run our company but it is out of our hands.
The replacement bat has been processed, [redacted] Next Day air delivery [redacted] scheduled to be delivered on Saturday, June 13, 2015.
We are sorry for the issues but feel that we have completed the replacement process and should therefore satisfy the customer with a new bat.
Thank you.
[redacted]

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