Complaints

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.

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  An order was placed on December 16, 2024 for cheer uniforms, they were from the brand Aspire. Placed an order for a silver package, only to discover at checkout silver package was not included. Company would not honor what was requested at checkout. Not only that, customer service was argumentative about it. They then offered 10% discount, but upon receiving credit card statement, the 10% discount was not given. After merchandise was received, we discovered that their is a major discrepancy with their sizing information. None of the uniforms fit our team. The sizing was off 2-3 sizes. Our team and parents were so disappointed to discover this. Even more disappointing is the company's unwillingness to try to rectify the situation. I had believed Omni Cheer was a reputable company until now.

  

  Business Response

  Date: 02/03/2025

  Dear Omni Cheer Customer,

  
  Thank you for reaching out and sharing your concerns. I have reviewed your order and would like to clarify a few details.
  
  Our Silver Package, which qualifies for a 15% discount, requires a minimum of five pieces. Since your order included only two pieces, the discount did not apply. Additionally, the 10% discount code you mentioned is part of our welcome email for first-time orders. After reviewing your purchase history, I confirmed that this was your second order, making the code ineligible.
  
  Regarding our Fit Kits, while there is an initial cost, we do provide a refund once they are returned to us. However, as noted in our policy, customized and closeout items are final sale and cannot be returned. We apologize for any inconvenience this may have caused.
  
  We appreciate your understanding and your business. If you have any further questions, please feel free to reach outwere happy to help!
  Best regards,
  Omni Cheer

  
  

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December 16th, 2024 I purchased a bulk order of uniforms from **** . The total purchase was $819.07. Aspire items were desirable because they are advertised on the website as in stock, ready to ship items & packaging discount. When entering my order I selected the silver package for a discount of 15%. Upon checkout the packages I selected were not included on the final transaction and the receipt only presented the tops and the skirts. The promo code I entered for a 10% discount also was not included in my transaction. My card was charged and no discount or package was included. I immediately called customer service and there was no answer. I was then sent an email stating that there aspire line was on back order. Days passed and the uniforms arrived. They were distributed and tried on by all the cheerleaders and not 1 out of 10 fit. They ALL were at least 2-3 sizes too small. This was extremely disappointing because an immense amount of time was taken to measure and obtain sizes by an experienced seamstress as well as the time put into selected the uniforms.I am disputing my purchase for the following: 1) false advertising 2) transaction dispute- 3)misinformation on sizes listed on the site- uniforms DO NOT fit and off by 2-3 sizes.4)seller uncooperative There has been no resolution. And my most recent attempt to speak to customer service was met with antagonizing and condescending remarks by ****. Who kept repeating to me their return policy on customized items as if I was slow. I was also told I should have purchase a size kit which cost over $200! I requested quality assurance and management and was led no where. It is very disappointing because young *************** have worked very hard to supply funds to pay for these uniforms and now we do not have uniforms for the game. I would have NEVER purchased this uniform if the correct information had been displayed and available.

  

  Business Response

  Date: 01/29/2025

  Dear Omni Cheer Customer,

  Thank you for reaching out and sharing your concerns. I have reviewed your order and would like to clarify a few details.
  
  Our Silver Package, which qualifies for a 15% discount, requires a minimum of five pieces. Since your order included only two pieces, the discount did not apply. Additionally, the 10% discount code you mentioned is part of our welcome email for first-time orders. After reviewing your purchase history, I confirmed that this was your second order, making the code ineligible.
  
  Regarding our Fit Kits, while there is an initial cost, we do provide a refund once they are returned to us. However, as noted in our policy, customized and closeout items are final sale and cannot be returned. We apologize for any inconvenience this may have caused.
  
  We appreciate your understanding and your business. If you have any further questions, please feel free to reach outwere happy to help!

  Best regards,

  Omni Cheer

• Initial Complaint

  Date:12/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  communication sucks! I am tax exempt, and it has been a month and I just keep getting told we are going to send a request this is the 5th request, and taxes have not been removed. We were also sent the wrong address to send the payment and had to resend the check. Still waiting on taxes to be removed! This is absolutely horrible. I will never buy from them again.

  

  Business Response

  Date: 12/06/2024

  Dear Omni Cheer Customer, 
  
  Thank you for reaching out and sharing your feedback. We sincerely apologize for the inconvenience caused by providing the incorrect address for your check. We understand how frustrating this must have been and truly regret any trouble this caused.
  
  Upon reviewing your order, we see it was placed two weeks ago, and we noted your initial decision to use a purchase order as payment before transitioning to a check. Please rest assured that the tax exemption has been successfully applied and will not be charged. 
  
  We are currently waiting to receive the updated check to process your order further. If you have any additional questions or concerns, please do not hesitate to contact us directly. Your satisfaction is our priority, and we are committed to resolving this matter as quickly as possible.
  
  Thank you for your patience and understanding.
  
  Best regards,
  

  Omni Cheer

• Initial Complaint

  Date:11/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I bought a black top and a pair of shoes for my daughter. When I realized I never got them about 2 weeks later I asked Omni cheer what happened. They stated that it was delivered on 10/16. I told them that I did not receive my package. Either someone stole my package, or it was not actually delivered to my home. I asked for a refund because I reordered the shoes, but I could not wait another couple weeks for the under top I had to order off another site, because she had to have it by that weekend. They told me that because they did not see a problem with the delivery that could not offer me any resolution. I went to the post office who stated that as far as they seen that the package was delivered. They also stated because there was no insurance they could not do anything for me. The only thing left is to dispute the charges with my bank. I think it is crazy that I did not receive my package and I had to ***** the products and still could not get a refund.

  

  Business Response

  Date: 11/04/2024

  Hi Omni Cheer Customer
  
  Thank you for reaching out, and were sorry to hear about the issue with your delivery. Our records, including GPS tracking, confirm that the package was delivered to the correct location- in/at your mailbox.
  
  We also noticed that youve reordered a different size, and we hope this new item meets your expectations. If you believe the original package may have been stolen, we recommend contacting your local police department for further assistance. If you suspect it was misdelivered, please file a claim directly with ***** as we are no longer able to track the package after it has been marked as delivered.
  
  We understand how frustrating this can be and are here to support you in any way we can. Please feel free to reach out with any other questions or if we can help further.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:08/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I placed an order on 8/19 for an ion gold package- shoes, socks, hairbows, bloomers, and uniforms $91.14 for 30. $2,989.75 billed on the 20th to my bank for the package of all those items. There was an invoice $2,550.78 for items were sent to me which is a difference of $438.97. I did NOT receive the order/items I placed but received a random order with missing items that I need in 3 days. I was told theres pretty much nothing that can be done although I did EVERYTHING I was supposed to do AND I was charged FOR the Gold package. This is what I placed an order for, paid for, and these are items I need for my girls for Saturday or by next week. I was told I could place another order for the missing items and I would get 20% off BUT the total I was given was almost $1000 more which means Id be paying over $500 I initially paid for the same items I paid for in the first place. I just want the gold package that I ordered for the amount I paid for the package- $2989.75 with ALL the items sent to me ASAP. I should not have to pay anything more and I should receive free 1 day shipping as this is the companys fault!

  

  Business Response

  Date: 08/28/2024

  Dear Omni Cheer Customer,
  
  We sincerely apologize for any inconvenience you've experienced. We have confirmed that the refund for the overage was processed previously, and all items in your order were sent out as ordered online.
  
  If you need assistance placing a new order for additional items, please don't hesitate to reach out to us directly. You can also conveniently place an order online at your convenience.
  
  Thank you for your understanding, and we appreciate your business.
  
  Best regards,  

  Omni Cheer

  Customer Answer

  Date: 08/28/2024

  This is unacceptable as I placed an order for bows, poms, shoes, socks, and a uniform that we did not receive.  We need ALL items that we placed the order for.  This is not okay- I would have NEVER placed an order for just those items when it’s less than $500 to get the entire package. I need the rest of the items at the cost of the package- that I paid for.

  

  Business Response

  Date: 08/30/2024

  Dear Omni Cheer Customer,
  
  We sincerely apologize for the oversight in applying the discount to your Gold Package. We have previously processed the refund to ensure you receive the correct pricing, and you should see this reflected on your account within a few days. 
  
  We have also confirmed that all items on your order and order confirmation have shipped and been delivered. To make up for the inconvenience and confusion on pricing, we'd like to help you place another order for additional items, we will upgrade your shipping to two-day delivery at no extra cost and apply the same 20% discount to your new order.
  
  Please don't hesitate to reach out if you have any further questions or concerns.
  
  Best regards,  
  Omni Cheer

  Customer Answer

  Date: 09/11/2024

  I called in last week after receiving an email requesting I call in.  I spoke with a wonderful supervisor and agent who worked everything out and provided me with 20% discount on the rest of the items as well as 20% refund from what was sent since I originally placed the order as the gold package.  They also shared they would expedite the shipping and I would receive the order on 9/7.  It’s now 9/11 and I still don’t have an order nor have I received an update.  When I spoke with the rep Monday, he shared he would check and follow up with me.  When he followed up, he shared the order was stuck in limbo because accounting was disputing the refund.  These 2 were the only ones who put the customer first and tried to rectify a mistake that was made on y’all’s end; unfortunately, that effort was for nothing because accounting is not being customer first focused and now the order is STILL being held up! 

• Initial Complaint

  Date:08/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:10/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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.