SmallBizGenius Analysis
Rawlings, a well-known sporting goods brand, faces significant criticism regarding its e-commerce experience and customer service, overshadowing the perceived quality of its products. Customers frequently report issues with order fulfillment, returns, and communication, leading to widespread dissatisfaction.
Category Breakdown
Scores based on analysis of 57 recent reviews
Customer Service
2.0/10A significant number of reviewers express extreme dissatisfaction with Rawlings' customer service. Common complaints include unresponsiveness, unhelpful representatives, and a lack of communication regarding order status and issue resolution; many describe it as the worst customer service they have ever experienced.
42 reviews mention thisShipping & Delivery
2.5/10Many customers report issues with slow shipping times, lack of tracking information, and orders not arriving as expected. Several reviewers mention that items marked as 'in stock' were actually out of stock, leading to order cancellations and delays.
28 reviews mention thisReturns & Refunds
2.0/10Numerous reviewers describe a difficult and lengthy return process, with significant delays in receiving refunds. Some customers report having to make multiple calls and emails to get their refunds processed, and some state that their returns were rejected without clear explanation.
20 reviews mention thisProduct Quality
4.0/10While some reviewers praise the quality of Rawlings' products, others report issues with durability and defects. Several customers mention bats cracking or breaking after only a few uses, and some report issues with the stitching on gloves or bags coming apart.
10 reviews mention thisCustom Orders
1.5/10Customers ordering custom gloves or helmets frequently report errors in their orders, such as misspellings or incorrect colors. They also express frustration with the inability to modify or cancel custom orders once placed, and with the lack of communication regarding order status.
12 reviews mention thisPros & Cons
What Customers Love
"Do I think they have great products sure..."
"Within a few days we received a new 2024 Rawlings Icon. Great customer service."
"The CSR encouraged me to send an email for further information - so I did. I received a response within a couple of hours!"
Common Complaints
"Truly the WORST customer service I have ever experienced.This company will do nothing to help you and will not stand behind their products."
"Their delivery time is always delayed and we’re just not willing to pay the money and not have better delivery time."
"By far the WORST e-commerce experience I’ve had in my life. Do I think they have great products sure, but if you have to return something be prepared for it to take an act of congress to get a refund."
"Bought a senior Johnny Bailey bat and less than a year it cracked. I sent it to Rawlings and they denied the claim."
"Made a custom order and pictures failed to load of the glove after I placed the order pictures failed to load. I tried to reach out to customer service and no one got back to me. When the glove arrived, it was wrong - and I could have caught it had the pictures loaded."
Common Questions About Rawlings
Answers derived from customer review patterns
Is Rawlings legit and trustworthy?
While Rawlings is a well-established brand in the sporting goods industry, the numerous negative reviews regarding their e-commerce operations raise serious concerns about their trustworthiness online. Customers consistently report issues with order fulfillment, shipping delays, and difficulty obtaining refunds. The poor customer service experiences further erode trust in the brand's online presence. For small business owners, these issues could translate to unreliable supply chains and frustrated employees or team members, making Rawlings a potentially risky choice for direct online purchases.
Based on 45 reviewsDoes Rawlings have good customer service?
Based on the analyzed reviews, Rawlings' customer service is overwhelmingly criticized. Many customers describe it as the worst they have ever experienced, citing unresponsiveness, unhelpful representatives, and a lack of communication. Reviewers frequently mention having to make multiple attempts to contact customer service, only to be met with delays, misinformation, or unresolved issues. This consistently negative feedback suggests that Rawlings' customer service is a significant area of concern.
Based on 42 reviewsWhat is Rawlings' return policy like?
The reviews suggest that Rawlings' return policy is problematic and often results in frustration for customers. Many reviewers report significant delays in processing returns and issuing refunds, with some waiting weeks or even months to receive their money back. Some customers also mention difficulties in obtaining return shipping labels or receiving clear instructions on how to return items. The overall sentiment indicates that Rawlings' return process is cumbersome and unreliable.
Based on 20 reviewsIs Rawlings worth it for small business?
For small businesses, the decision to use Rawlings depends on their tolerance for potential ordering and customer service issues. While the brand is known for its quality products, the numerous negative reviews regarding online order fulfillment and support suggest that Rawlings may not be the most reliable choice. Small businesses that require timely deliveries and responsive customer service may be better off exploring alternative suppliers with more consistent track records.
Based on 50 reviewsWhy are Rawlings custom glove orders so problematic?
Rawlings' custom glove orders appear to be particularly prone to errors and delays, according to customer reviews. Common issues include misspellings, incorrect colors, and a lack of communication regarding order status. Customers also express frustration with the inability to modify or cancel custom orders once they have been placed, even if the glove has not yet been manufactured. These problems suggest that Rawlings' custom order process lacks adequate quality control and flexibility.
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