ComplaintsforBOTE LLC

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Bote Inflatable Hangout Water Hammock 10 Classic for a total of $1085.17 on June 3 of 2023 (ORDER #S181971) and received the item on June 30, 2023 (FEDEX tracking 780469099381). On the Bote website, this item is advertised as having a 2 year warranty, which I assume would have started on the day I received the item. So this should be under warranty until June 30, 2025. On May 25, 2024, less than a year after receiving the product, the BVA foam that is adhered to the tube began failing. There is one chunk that completely tore away, and there are two other sections that are partially torn. I immediately filed a warranty claim through the boat website. I was contacted by a woman named Sarah who, after seeing photos, told me the damage was only cosmetic in nature and offered a gift card and a 15% discount. She told me I could purchase some sort of adhesive to attempt to repair the item myself, but it would not be possible to repair this item where it's already torn. Additionally, I left a review on their website of this product that wasn't very favorable, and Bote chose not to publish that review on their website. The resolution I believe would be most fair would be for Bote to replace this product. If that is not possible, I believe I should be refunded the total purchase price of the product and I also believe Bote should clarify their warranty on their website.

  Business response

  06/06/2024

  Hi Kendal,

  
  I took a look at the pictures you provided and this is not a warranty issue. The deck padding issue is not something that was caused by a manufacturing defect. We have no problem honoring our warranty policy, but this is not something that would be covered. If you'd like you can re-adhere using Super 77 Multipurpose adhesive spray by 3M. If you'd like to take up Sarah on her offer please reach back out, but this is not a warranty issue, this is cosmetic caused from using the product. I have attached a copy of our warranty policy below which very clearly indicates we do not cover cosmetic issues or normal wear and tear of the product.

   

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

  Thank you!

  Customer response

  06/06/2024

   
  Complaint: 21807506
  
  I am rejecting this response because the damage to the foam is caused by the adhesive failing which means this product is not functioning as originally intended. It’s been less than a year and it’s tearing apart. Cosmetic would be something like a scratch or maybe the foam color fading, I’d understand that. This mat costs in excess of $1k, it’s reasonable for me to expect that it at least looks decent for more than 11mo. Additionally, you did not address the concern that my negative review was never published on your website which is concerning because it seems you may be trying to suppress negative reviews in order to mislead consumers. 
  
  Sincerely,
  
  Kendall *****

  Business response

  06/07/2024

  The deck pad can be re-adhered and is not a warranty issue. The reviews go through an automatic approval process and can take quite a bit of time to post as we don't post them as they come in, it is a fully automated process.

  Customer response

  06/07/2024

   
  Complaint: 21807506
  
  Thanks - can you explain how I’m supposed to repair the foam when it’s completely torn away? 
  
  Sincerely,
  
  Kendall *****

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Bote Deus inflatable kayak from Amazon on January 18th. It was delivered January 26th, later than expected as it traveled from Florida, nearly all the way up the East Coast and then back to my home in Florida. I was very excited to take my Maiden voyage while on vacation February 8th. I inflated all items and set sail. I was ecstatic, paddling with a huge smile on my face until about 1 to 1-1/2 hours later when I noticed the left side was quite deflated. I booked it back to the dock and pumped the left side up again. I headed back out and the same thing happened. That evening I got online looking for a fix. The Bote website suggested tightening the valve, so i tried. Took it back out the next day, same thing happened. Back to shore attempted to tighten the valve again and reinflated, same result. Came home the next day and attempted to request a return with replacement through Amazon and was notified I needed to contact the manufacturer. Emailed Bote and was pleasantly surprised at an immediate response. I was basically told if I wanted to return it I would have to pay the shipping cost plus a 20% restock fee. I let Sarah know I didn't want to return it, I wanted a replacement. We went back and forth for 4 days. They requested videos, pictures, a soap test, etc, all of which I provided to the best of my ability. I must say in one of the emails I asked to be contacted via phone without receiving a call back. I then contacted Bote directly and requested a call back from the manager Shelby after her email sent that morning. I had already sent in pics taken an hour after I inflated it that showed the deflation. I also drove to the Bote store hoping the manager could assist. He offered to reach out to customer service on my behalf regarding the warranty. I then reached out to Amazon to request assistance and followed their instructions. Neither Amazon nor Bote have contacted me back. I just want a product that doesn't leak and no one will help.

  Business response

  02/22/2024

  Hi Jennifer,

   

  To reiterate again, we have no issue whatsoever replacing this DEUS. We do just need pictures or a video showing that the valve is no longer leaking. In our correspondences you had mentioned that the valve was in fact still leaking. If it is still leaking it needs to be tightened. If the valve is no longer leaking and the DEUS is still losing air there is no issue at all replacing. But we cannot replace if the valve is still leaking and needs to be tightened via regular maintenance. 

  Customer response

  02/22/2024

  
  Complaint: 21329403
  
  I am rejecting this response because:

  I have informed you the valve is so tight I cannot move it at this point. I've attempted to tighten the valve since my first time using it and all the other 7 to 8 times you've asked me to do so. I've attempted the soap test so many times again at your request that I slipped and fell on my patio. Still you continue to ask for a soap test. 

  I have sent you pictures of a before and after inflating about 1.5 hours of it clearly deflating.

  You keep asking for a video. Please advise how I am supposed to record a 1 to 2 hour process of inflation to deflation. 

  I drove an hour to your Bote store hoping I could pump it up and staff could clearly see there's an issue which was refused.

  I have no idea how a brand new product coming out of the package, inflated and put into water deflates after an hour or two.

  I'm simply asking for a replacement. I'm tired of your continued response of tighten the valve. I pray no other customer will be in this position. 

   

   

  
  Sincerely,
  
  Jennifer *****

  Business response

  03/08/2024

  Was your issue resolved?

  Customer response

  03/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21329403, and find that this resolution is satisfactory to me. It was Amazon that had to get involved to assist me. I have since received a new kayak which does not leak. Thank you BBB.

  
  Sincerely,
  
  Jennifer *****

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order online and never received my order. Customer service was no help. They were not interested in helping with my issue. They said they opened a claim with FedEx and refused to help me any further. After opening my own claim with FedEx, their conclusion was that the issue was with the shipper(BOTE) and to contact them directly. The order was around $500 and Bote would not help in any way. So I am out the full purchase price and received no product.

  Business response

  12/05/2023

  This package was delivered with proof of delivery. After verifying with FedEx, via GPS tracking and photo it was determined that the package was delivered to the correct address. We can definitely have another shipped but a refund would not be an option as there was no item returned.

  Customer response

  12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20956147, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False advertising on estimated ship dates. Website and my order state an estimated ship date of July 12. I have an entire email chain of them reestimating the ship date to July 25 then upgrading my shipping to two day shipping for free. I made it clear in several emails that if the product wouldn’t arrive for a planned party on august 5 that I wanted my order cancelled and a full refund. Next email was a tracking number. This was just another stall as it didn’t actually ship for days after that email. It also did not ship via the promised 2 days shipping. The product is now shipped with a delivery date of august 7. All replies from support ended. They are not replying at all. I have now found many reviews where they cut off communication once they ship the order outside of their agreement. I believe this is fraud. I have asked how to get a full refund on an unopened item prior to arriving. No response. I don’t want it anymore, it didn’t make it in the promised time and they lied about upgrading the shipping. I certainly don’t want to do business with this company. Something needs to be done about a company that openly lies to consumers and sells products they don’t have in stock. Also, something needs to be done to stop this practice of misrepresentation and fraud. They will not respond to my emails. It appears they respond here. We will see.

  Business response

  08/04/2023

  It was very apparent and obvious at the time of purchase that the order was placed as a pre-order with an estimated ship date, not a set in stone date. At no point was the customer lied to, but simply communicated estimated shipping dates. The shipping was upgraded at no charge, but FedEx only gaurantees overnight delivery and not 2-day. There were return labels sent and the customer was told he could return and be refunded without issue.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband had bought a paddleboard in the summer of 2022, we received the board and it was scuffed up and looked damaged. He sent BOTE an email requesting BOTE to look at his paddleboard issues in August 2022. He sent photos along with the email They then followed up with a kind offer of replacing the defective paddle, saying the rest of the board was fine, and asking for address to be shipped to. Hayden received the paddle and then a bill from FedEx for duties of the item on October 18 2022. He sent BOTE that bill from FedEx and they said that it would be dealt with. He then further contacted BOTE about this bill on Dec 30 2022, as now we had a collection agency, Gatestone & Co . INC contacting us on FedEx behalf. In the email chain, Matt from BOTE has stated that "they have instructed their FedEx rep to assign the bill to us multiple times" BOTE keeps making excuses and stalling the payment process. We have been in contact many times. I also called Matt from BOTE this morning, he agreed to be CC'd in this email ( i sent to FedEx) and willing to provide BOTE's account number to FedEx privately, so they may bill this amount to BOTE. Unfortunately it is too late as the collection agency will be putting this against ******* credit score on Sunday. BOTE has been unwilling to call FedEx on their own to pay the duties charged. I called FedEx this morning and all that FedEx needs is their account number, but BOTE is still refusing to call and sort it out. BOTE should know how to properly fill out paperwork when sending a warranty item over the boarder. I have now paid the Duties to the collection agency, after talking with them and they are unable to pause the demand for payment. I paid since the charge will go onto ******* credit score as of Sunday January 8 2023. BOTE has not returned my call asking for a etransfer or cheque to be mailed to refund us this money. Total charge of $52.62

  Business response

  01/23/2023

  We have contacted FedEx on multiple attempts with no resolution. We are more than happy to refund you the charge though, that is no problem at all. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We requested to return a product on December 26th, well within the 30 day return policy. We did not get a response till we emailed a week later, at which time they said it was no longer within their return policy. Prior to Christmas their return policy allowed a grace period for returns based on gifts. Now the return policy has been changed. They also waited to reply to me after the window had passed and after the policy changed. I want to be able to return this item. It has never been opened.

  Business response

  01/23/2023

  On December 26th our customer service team responded to your return request asking for you to respond back with pictures of the state of the item and to verify that you were aware of the 20% re-stocking fee, to which we received to response. At no point did we extend our 30-day return policy for holidays.

  Customer response

  01/23/2023

  
  Complaint: 18707716
  
  I am rejecting this response because: this is simply not true.  I did not receive any email and one of your employees did finally responded and acknowledged that they did not respond.  This only happened after I showed proof. 
  
  Sincerely,
  
  ***** *****

  Business response

  02/09/2023

  We do have record of all correspondences. We also do have a 30-day return policy which can be found at the link below and at no point extended our return policy for holiday.

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

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Regarding Order S117727. 06/07/22 I went to pick up the Bote paddle board that I had ordered. It came to Ocala via South Eastern Freight. The outside packaging was intact and the manager initially would not allow me to open the package. Bote's policy is that you inspect the board and refuse if any damage. However, Kendall from South Eastern said that he did not know why Bote was telling people this as I am unable to refuse the delivery. After much back and forth Kendall finally allowed me to open it. All the while stating that Bote packs them well and he just wanted to show me. Upon opening the box and inspecting the board, there were many manufacturing defects to the finish. I wanted to refuse the board. But Kendall said that I have to take the board as the damage was from Bote and not shipping. I called Bote & spoke with Grady(?). After explaining what was going on he told me to go ahead and accept the board and send pictures to Bote. I took and submitted the photos to Bote before even loading the board on my car. I then got into an email back & forth with Ryane who basically chastised me for accepting the board. This, even after I explained the situation and that I was doing what Bote rep told me to do. Bote gave me a partial refund & Ryane made it clear that it wouldn't void my warranty. Now there is a section on the nose of the board in which you can see the fiberglass fabric. In a section of that you can FEEL the fabric texture. The board is 4 months old! This shouldn't be happening. I filed a warranty claim with Bote on 10/4. Emily has been trying to help me. Initial resolution from their "hard board specialist" was that it was caused by (most likely) the paddle rubbing up against the board and was "normal". She then offered me a $100 Bote gift card. I replied that there is nothing I would want at this point from Bote's website and that there is nothing that rubs up on the top of the nose. This is not normal. I have not heard back.

  Business response

  11/22/2022

  This was not able to be exchanged via shipping as the customer did not have the pallet. The board was exchanged at our BOTE St. Petersburg location and resolved.

  Customer response

  11/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18304878, and find that this resolution is satisfactory to me.
  

  There are issues with the shipper Bote uses. I was unable to refuse initial delivery because the defects were from manufacture and not freight company. So I kept board but continued to notice defects that were getting worse in time. 
  

  At first Bote tried to say it was not a defect, it was like that when it was delivered, but eventually they agreed to exchange the board. 
  

  I took the board to their specified freight company (which was a joke in itself as it took a few tries to get this far) and they refused the board because it was not packaged. 
  

  At that time I asked Bote if a retail store had one and St. Pete did. I offered to deliver my board to their store to exchange for one they had (they were out of stock online anyway). They did work this out and I drove the 3 hours to St. Pete. 
  

  The staff there were amazing and I appreciate what the eventual outcome was. What I don’t appreciate is how difficult a process this has been. 
  

  to anyone looking for a Bote…buy it directly from a retailer or used online. Have ordered a few times from online and an issue with all but one order. 
  

  thanks a lot. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased a product from BOTE board that broke upon one of the initial usages of the product. BOTE admitted this was a defective product but will not honor a refund with out a 20% restocking fee. I am not return the product because I don't like it. I am returning the product because it is defective and would like to have the restocking fee waved. The product was very expensive and will have a restocking fee of nearly $500 dollars. I don't feel like this is a proper way to conduct business with a defective product. The product is inflatable and will not hold air picture attached as well as correspondence with customer service.

  Business response

  10/03/2022

  We do have a 30-day return policy and a warranty policy. Your item is within warranty which would warrant a replacement item, not a return. We are happy to provide a replacement but returning would be subject to our return policy.

  Customer response

  10/03/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Bote Rackham Aero 11 foot on April 15 2022. The board has been in the water only twice. The first time the board was on the water, yellow stains started developing in 2 of the bungee connectors. The second time the board was in the water the stains became larger. You can run your fingers over these stains and feel them.This is clearly a defect. I have been in communication with Bote for a few days already in order to have my board replaced, but their support staff insists that this is cosmetic and it is not covered by their warranty. I have been offered a 50% credit towards buying a new board, store credit or even a 30% refund, I do appreciate all this however the board needs to be replaced. If I accept the 50% credit towards a new board I will still have to come up with $700 to buy another Rackham and it is just not fair. This board is not cheap, it cost $1300+, Bote has to stand behind their products. All I want is for the board to be replaced with one that has no issues. What is going to happen next, are the stains going to become bigger? Why are they only displaying on one side and not in the other bungee connectors? Why aren't these stains in other Aero boards that I have seen? This is clearly a defect.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/28) */ This board has two areas of glue stains on the deck pad. Our warranty policy is very clear in that it does not cover cosmetics. The glue we use during manufacturing goes on clear and will yellow once exposed to the sun so can be difficult to spot during production. The yellowing is not around other places because we do produce our boards by hand and this area happened to have excess glue. We won't be replacing this board as there is a very high chance the same issue will be on a replacement board, this is a part of owning a product made by hand. We have offered multiple options for resolution, but will not be replacing the board as cosmetics are not covered under warranty and that is very clear in our policy. An area with excess glue will do absolutely no damage to the board whatsoever and the product will perform as expected. There is nothing wrong with the integrity of this product and it will perform as intended. Consumer Response /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is totally unaceptable the way Bote is handling this request. At $1300 this is very expensive board. It should not have any stains popup out the blue which make the board feel like it's been in the water for years and really abused. This is really a defect. This is not cosmetic even though Bote keeps insisting it is. This is not expected to happen on a board like this. Bote is saying that this is expected, because it is hand made and there is excess glue in that area. If they know that the glue is going to turn yellow when exposed to the sun, which is normal in Florida, why don't they inform buyers on their Website or perhaps they should not make that area of the board a light color where the contrast of the 2 colors are very high, in case the glue spreads and shows. The product is made by hand, ok. What about quality control? Can't they make sure that the board makers are careful when adding glue to this area? They have been manufacturing the Aero boards for a while. I have seen a few Rackham Aero boards on the water and none of them had this problem, which proves that this is a defect. At this point I am beyond dissappointed with the way Bote is handling this. All I am asking is that they stand behind the product and replace the board. I am willing to take a chance with a different board, hopefully this defect will not affect the new board. It is true that Bote has offered me a few options but none of those options would allow me to purchase a new Rackham, only get a discount. I am not happy with this purchase. I hope that they really understand the issue. Business Response /* (4000, 9, 2022/06/28) */ There is no structural or manufacturing issue with this product. Again, we are not replacing the board. We build products to perform and there is no damage or structural issue with this board. We have a warranty policy which does not cover cosmetics. Consumer Response /* (4200, 11, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a production issue that Bote should address as part of their Quality Control. As a repeating customer that have already purchased other products from Bote I expect the company to stand behind the product when there is an issue. I don't accept their reply simply because when you spend $1300 on a board you expect it to be in great condition and not be prone to defects, like yellow glue spreading through the board. I have purchased other boards in the past and never experienced any issues. Perhaps if this was a $200 board from another manufacturer I would not be filing a claim but for a board in this price range it is totally unacceptable. Again, I hope that Bote understands that this is not cosmetic and replace or refund the board.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last Spring I purchased a board from Bote. I used the board for 4 months before the materials failed and the board is unusable. Bote denied my warranty claim and any attempts at replacement or compensation. They finally stopped responding to my emails and started hanging up on my phone calls. I thought they would at least have repair options to offer, but it never came up and I don't see anything about this on their website. Date of purchase 3/11/21. Date of warranty claim 9/19/21

  Business response

  06/08/2022

  Business Response /* (1000, 11, 2022/04/14) */ This board definitely is showing signs of being drug over rough terrain and/or rocks as it has visible scrapes and marks. The issue is not performance impacting and a part of normal wear and tear as it is showing signs of cosmetic damage. It does look like this ticket was closed out automatically due to non-response to where we are happy to honor a steep discount on a replacement board. Consumer Response /* (3000, 13, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the business because this response is inconsistent with their original response to my warranty claim from a year ago. Originally, they told me the board was left in the sun too long which damaged the surface and is not covered under their warranty. Now there is no mention of my previous claim, and they're claiming scrapes on the surface of the board should not impact the performance of the board. But the board is totally unusable and takes on water when used. The board does not perform after 4 months of use. This is unacceptable to me. I want a refund. The advertising claims for this product were misleading. They advertise the board surface and the most durable they've ever made, calling it a 'Gatorshell' as a play on the tough skin of an alligator. Also, for the board to not tolerate basic sun exposure is totally mind blowing to me, because it's single purpose is to be outside in hot weather. Neither of these expectations where met. The board is not useable. I'd like a refund please. I'm happy to submit saved old emails to support my original claim if given the opportunity. I'm happy to make and submit a video of the board draining water when taken out of the water. I'm happy to submit whatever evidence you need to understand the materials of this product failed under normal use conditions. Business Response /* (4000, 17, 2022/05/05) */ This customer has been fully refunded. This was caused by contact based damage, but has none the less been refunded. Consumer Response /* (2000, 19, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the refund. I have received it. I was very surprised. Part of the reason for this complaint is due to the poor handling of this customer service issue. If you guys had tried to help me repair the board, I would have taken steps to do so. If your product is not serviceable, maybe that can be taken into consideration in future designs. The reason I was so disappointed in this board is because of the considerable advertising about how tough this board surface is. It absolutely is not. It's actually fragile. It dents, it scratches, and it cannot tolerate sun. There needs to be appropriate warnings on the packaging. That would help new customers prolong the life of their purchase.

*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. ↩