ComplaintsforOmni Cheer

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of sneakers on 7/26/24. They were the wrong size so I sent them back as a return. The company received my return on 8/13/24 - according to ***** As of 9/3 I have not been issued a return credit. I called on 8/27 and the representative said they were working on orders received on 8/10. When I called today 9/3 - I got the same answer, working on orders from 8/10. I have since ordered the second pair and already received them and paid shipping a second time. A WHOPPING $15.00. I'm sorry but a month turn around time to be issued a credit is ABSURD. Worst business ever.

  

  Business response

  09/04/2024

  Dear Omni Cheer Customer,
  
  Thank you for bringing this to our attention. We wanted to let you know that the credit was issued on August 20th, 2024. If you require a credit memo for your records, you can reference number ********** when calling in. Otherwise, we kindly suggest checking with your financial institution, as they may be able to provide more details.
  
  If you have any further questions or need additional assistance, please feel free to reach out to us. We're here to help!
  
  Best regards,  

  Omni Cheer

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed a large order on July 26 for customized uniforms with a 3-4 week turnaround time. We received confirmation of order with no notice of any backorder. Within a few weeks we received the skirts but were short 9 of them with no notification via phone or email, nor on the enclosed invoice list. When we called to inquire we were told this size was on backorder. We had to change sizes to ensure we'd receive what was needed by season start, but this is frustrating as they made no attempt to notify of us the shortage/backorder.We then called about a week later as we were nearing the 4 week **** for our customized tops to check on the status. We were informed that some of the tops were on backorder and production had not yet started. Again, no communication for this and when the order was placed it stated all sizes in stock. To make even worse, they have already charged my card in full so they have all of my money. We have had multiple calls of back and forth at this time with nothing but excuses- they state that there is "nothing they can do" now that it is in production (apparently now back in stock?) and our uniforms are not expected to be completed until mid September, several weeks after expected. My 70 elementary aged girls will miss several games with full uniforms that, again, we have already paid for due to their error. This is made even worse by the fact that they have not made any attempt at communication of their error and we only know this due to staying on top of our orders. When we speak with people they imply that we should have had email or some communication but will not admit that they failed in this area We also requested that our order be rushed and then overnighted so we can receive within the next week (again, I feel a reasonable request seeing as we ordered with plenty of time) but are being met with nothing but excuses. This is very poor business practice and customer service and we just want our young girls to have their uniforms on time!

  

  Business response

  08/27/2024

  Omni Cheer Customer,

  Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you've experienced. We want to make it right.

  A supervisor will be reaching out to you shortly to discuss the situation further and to provide an appropriate accommodation. We appreciate your patience and the opportunity to address this issue.

  Thank you for bringing this to our attention.
  
  Best regards, 

  Omni Cheer

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order #XDIS6EA was a bodysuit and was delivered on January 4th, ****. I returned it through trackable **** shipping and it was delivered to the return site on January 11th, ****. The bodysuit was unopened and in its original packing since OmniCheer specifies only unopened body suits can be refunded. I contacted the company for a refund and I have yet to receive a response. It has been 10 business days, I would like some sort of response as to when my refund will come through.

  

  Business response

  01/26/2024

  Thank you for choosing Omni Cheer. We understand your concerns regarding the refund,and we appreciate your patience. I wanted to inform you that the refund process for your transaction was initiated on 01/24/2024. Please allow 5 to 7 business days for the refund to reflect in your financial institution. If you encounter any further issues or is the refund does not appear within this timeframe,please do not hesitate to reach out to our customer support team. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered cheer shoes, a backpack, and shorts on October 17th and I still have not received the shoes. I contacted customer service through email for a tracking number on the 21st but then received the backpack and shorts on the 22nd. We assumed the shoes would come separately. They emailed me on the 23rd stating that the items were delivered and providing me with the tracking number. I responded to the email on the 23rd to inform them that the shoes were not included. I was then directed to contact them by phone and I was told that they sent the shoes in the same pack. They asked me for pictures of packaging and I let them know my daughter threw the plastic bag it came in into the garbage a long with the packing slip. They said they escalated it to warehouse investigation. They responded on November 7th stating no defects were found and to contact ****** engagement for further assistance. I called them today November 9th and they told me that since the weight from shipping to delivery never changed the shoes were in the bag and there is nothing more they can do. I asked for the weight of the shipment including the shoes and they were not able to provide me with that information. They said they will pass the complaint along and have someone get back to me. The shipping label said the package weighted **** lbs. I would like either the shoes I ordered or my money back so that I can purchase my daughters shoes from another company before her competition in December.

  

  Business response

  11/13/2023

  *******,

  Thank you for choosing Omni Cheer!We are sorry for the inconvenience this has caused.  We appreciate your feedback and strive to provide excellent customer service in a timely manner. With the shoes being delivered in October, we did confirm that we offered 50% off and free expedited shipping on your next orders. But we understand how frustrating this can be and would be happy to provide one-time accommodation for the pair of shoes. We will have a supervisor contact you and provide a replacement at no cost to you. We look forward to speaking with you. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order 9/21/2023. Site states your order is waiting to be processed. Received ***. 10/1/2023, stating thank you for order. Called Omni Cheer customer service on Monday 10/2/2023, representative stated to get police report & contact delivery, so Im out of $ ****** & uniform. NOW I thought I was being smart by ordering for items to be delivered to home, just shouldve ordered through school! Out of $****** & have to spend more money at school so daughter can have uniform. THANK YOU Omni Cheernever again!!!!!!!!!!!!!!!!!!

  

  Business response

  10/04/2023

  Hi *******,
  
  We are sorry to hear that you package has been stolen. We understand how frustrating that can be and would be happy to provide a one-time accommodation. We will have a supervisor contact you to provide free shipping on your replacement order. Thank you for choosing Omni Cheer, we look forward speaking with you. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 27th I placed a order #AVA2HGA for 17 ****** Sport Victory Skirt, 17 ****** Sport Victory Shell top with customization BRAVES on the tops, 17 ****** Fame hair bow, 38 Solid Metallic Red pom poms, When I placed the order there was NO alert that any of the items were on back order or NOT in stock, the order stated customized items take 5-6 weeks plus shipping. I did not receive any email confirmation for my order or other contact from Omni Cheer in regards to my order! On August 7 I received a package from Omni Cheer that included the skirts,bows and poms. I checked my order history on Omni Cheer site and the order stated (THIS ORDER IS PARTIALLY SHIPPED; SEE DETAILS OR CALL FOR MORE INFO.) I figured the customization for the Shell tops would take 5-6 weeks so I waited. On 9/5 six weeks after my original order date I called Omni Cheer and spoke to *****, she stated my Shell tops were on back order till 9/22 so the would not have the tops done till 10/13 and then another week for shipping, I stated that would not work I need to speak to a supervisor, she stated a supervisor would call me back in 24/48 hours. On 9/6 I called back since no supervisor had called and spoke to ****** and ******* the said another 24 hours till a supervisor could call me back. On 9/7 I spoke to ****** he stated no supervisor. On 9/8 I spoke to **** and *******, when I spoke to ******* he stated that they still did not have the shell tops in stock till 9/22 I then asked if we could cancel the customization and just get the blank shells mailed to me on 9/22 when they received them, he said that he could send that request to customization and see if they could do my request, he then gave me his email and said to check back with him. I sent a email on 9/11,9/12,9/13 and 9/14 for update? On 9/14 I called spoke to *****/********/*****, I was told multiple conflicting stories that ultimately ended with I will get a call back in 24 hours! I need either a refund or tops by 9/23.

  

  Business response

  09/15/2023

  Hello,

  I'm sorry for the inconvenience this has caused. We do have notated you were aware of the back order when the order was placed online 7/27/2023. We will have someone call you to discuss other options. Thank you 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my daughter some cheer tops and bottoms. I ordered them in purple. I thought I ordered black. I called Omni cheer on June 9th at 5 pm and Omni cheer called me back. We spoke about them sending me a return for the items, which I never received and that I could get a credit to reorder the black set I needed. Fast forward, I have now ordered the black set. They only set part of my order, and I had to call to figure out what was going on. (The person I spoke to today was very helpful and reordered the black shorts and will have them shipped out in 1 size bigger, he was super helpful and awesome!) I was then sent to a supervisor about my other order. They do not want to accept that they told me I could return the items but THEY NEVER INITIATED THE RETURN!!! SO now Im out in money for cheer stuff she cant wear. What is the point of saying yes you can have a return and then not doing anything you were supposed to but now its my fault? Terrible business.

  

  Business response

  08/15/2023

  Hi,

  I was able to review you call and see that a agent provided you the information that a manual label would be sent. I will have a manual label sent to you shortly and give authorization for you to return those close out items

  Omni Cheer

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered cheer uniforms from Omni Cheer for 33 cheerleaders in late November 2022. The first shipment arrived in December 2022; however, it was not all of our uniforms. Found out there were a few on back-order. I called on January 3, 2023 and was told that there were some shipping out and they would be here "soon". Now, we are still missing uniforms over 4 months later and the company is refusing to refund the entire shipment and now the "missing" uniforms are shipping out. They keep quoting that we had 30 days to return the uniforms. We received a very small shipment early December. Was told the rest would be delivered soon. January 3rd, we were told the rest were on the way. Now, here we are in February. We still do not have a complete order and the company is refusing to offer the refund due to a 30 day policy. If the company is going to hold us to a 30 day policy, they should ship all items within 30 days of order. This is a cheer squad. We could not use partial uniforms and we were patiently waiting for the remaining items to arrive. Now, our season is over and we have no need for uniforms that were not fulfilled by the company. After reading reviews (should have done this first), I am seeing more and more customers who have had similar experiences and this is just not right.

  

  Business response

  02/16/2023

  Hi,

   

  We are currently showing all items from your order have shipped. There is one shipment due for delivery tomorrow which you will see at the bottom of this email chain

  The following items shipped with tracking numbe* ****************** Delivered Thursday, December 08 at 1:37 P.M

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

  Please note when your order was placed online you were aware of the backorder and we are unable to process a return for items that are passed 30 days. You are more than welcome to return any items within the 30 day time frame. I apologize for any inconvenience this may have caused. 

  Customer response

  02/16/2023

  The only message I received were for the mediums.  However, it was more than the mediums out of stock.  

  When I called in January, I was told I should have called to place the order to make sure all items were in stock because their inventory levels fluctuate.  When I told them I had called in November to place the order and was directed online, the only response was "Well, you should have called."

  I called multiple times. It is quite interesting to me that the only record they have are certain phone calls and only pieces of the conversations noted.  

  Again, why would we return items when we are consistently told by someone at Omni Cheer that the order is on the way?

   

  

  Business response

  02/27/2023

  Hi,

   

  I apologize you are unhappy with our response. We have confirmed via our recorded line the calls that have come in based on your phone number. I can see all of your items have now been delivered. 

   

  Omni

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Omni Cheer back in 1/9/2023. I have not received my embroidered tops. I called today for a status. **************** tells me they held my order. All they could tell me is sorry. I was not allowed to talk to a supervisor. I was even told that they could not guarantee my items will not arrive on time. I am beyond angry and frustrated that I cannot speak to anyone about this issue. We need those items delivered to me by Friday 2/24 embroidered. My order is O33TDCA.

  

  Business response

  02/16/2023

  Hi,

   

  At the time this order was placed the items purchased were a closeout item. Unfortunately closeout items are limited to stock on hand.   We have reached out via email and you have agreed to change to another size that is in stock. At this time the date of completion is 3/3

   

  Omni

  Customer response

  02/19/2023

  My issue is your lack of communication.  You held my order for five weeks without calling me or sending me an email.  Only one item was out of stock, not my entire order.  I requested that due to your company holding my order for so long, you would put a rush on getting my tops  customized (you only had three items to customize).  However you refused to have that done and are making me wait as if I had placed the order the date you sent it to customization.  There is absolutely no accountability for the actions taken by your company.  All I ask is to put a rush on the customization.

  

  Business response

  02/20/2023

  Hi,

   

  At this time we can not rush the production but I do see your order is one cheersaver shipping which takes **** business days. I can upgrade the shipping to 2 day air as a accommodation. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered cheerleading uniforms for a squad of 33. Ordered the fit kit and based thoses sizes on the sizes I ordered for the uniform. The skirts, the custom tops nothing matched the fit kit and when I got the uniforms the skirts were wayyyy out of wack and too big, some parents kept them but they just look off. It took over a month to get the company to invwstigate and see the uniforms didnt match the fit kit???????. Then shoes I was sent was two different shoes in a box, honestly a size 1 and a 2.5. Ive finally had one person to have contact with and Ive called 3 x every day and the reps tell me h*** give me a call back and he never does. Ive sent 154 emails!! This is taking up so much of my day and life and I literally just want an answer **** had us send the tops back that were off and the skirts that were off but I cant get a response about the warm *** and bags. After a **** dollar order and soooooo many mistakes football season is over, its 30 degrees here and my girls dont have tops, crops or jackets. Parents call me daily to complain and my hands are tied. I started the order process in July its now October and still dont have everything and every week I try to get somewhere just to end again with nothing any different than the week prior., I ended up ordering shorts and shirts for my girls to cheer for football and hope to have them by basketball season! I told Omni I needed 4 items a bag, crop, jacket and pants and im done. Honestly they should just give them to the squad for all the trouble and time we have had to spend with them!!! I will NEvER suggest anyone use Omni cheer for anything cheer related.

  

  Business response

  10/25/2022

  Hi,

  I apologize for any issues you have run into with your order. I do see a replacement was sent for your size 2 1/2 shoe. Also I have confirmed your custom items were returned for us to review and they confirmed a sizing issue and have approved a replacement for 5 items. Thank you for your patience.

   

   

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