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Business Profile

Online Retailer

VinCustom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Purchase made for custom Air Force jacket. Paid over ****** and told tracking provided on 3 to 5 days. I have tried several times to contact them about tracking and status. The order was placed Feb 17. 2025. Nothing except a label crated in the state of ********. Waiting for item. Still nothing. I guess I got scammed. Nice to do to a Veteran trying to show he is proud of this country. Prob took my money and sent it to someplace out of this country. A disappointed Vet.

  • Initial Complaint

    Date:01/23/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 the hat on January 19th (order number SDH0068544416) and never received confirmation of the order. I immediately became suspicious of a scam and then looked at the reviews and it pretty much confirmed a scam. I then attempted to call and left a message requesting a cancellation on the same day-January 19th. My wife checked our bank and they had already charged our account!! My wife then did an online chat and sent request for cancel and refund. They did do an auto email saying it will be 24 -48 hours to get back with us. We havent heard anything back! My wife did another online chat-no response. Tried to call past 2 days phone is now not working. This company should be shut down! I want my money back. I am now contacting my bank to start a dispute. They are scamming so many people! Check ********, many people same problem.

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Using the online catalog at ************************ as referred to me on social media, I ordered a military baseball cap. The description and photo of the cap was a high-quality, deep crimson colored cap with TWO COLOR and highly detailed embroidery.What I received was a bright red, cheap cap, with one color, low quality embroidery. The embroidery was sloppy, off center, and mis-aligned. It was absolutely NOT what the description and the photo depicted. Upon receiving the product I contacted support within their scope of return policy and asked for a refund. The company refused refund. Instead they offered for me to pick a different product, none of which I was interested. Their refund policy is clear, FULL REFUND if the product is not as described.*************************************************************************** company is KNOWINGLY providing misleading product photos and descriptions and refusing to comply with their published refund policies.STEER CLEAR from this company due to fraudulent practices.

  • Initial Complaint

    Date:08/07/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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 1 tumbler and 3 shirts. I received the Tumbler ONLY and had to contact them as to where is the rest of my order was as they showed I had received my complete order. All your emails with tracking # show as delivered now......... The Tumbler & one of the shirts were a Birthday Gift to my Son-in-Law............... I received the 3 shirts 2 weeks later and 2 of them were XL children sized. I've been in contact with them for over 2 months now and they keep resending me the same response saying that if I don't contact them within a set amount of days they are gonna cancel my inquirery. BEWARE! This stuff ain't made in the *** either.Not a happy Veteran right now!

    Customer Answer

    Date: 08/07/2024

    *** Cover, USAF SSgt Veteran

    Business Response

    Date: 08/21/2024

    Dear ************,

    Im truly sorry to hear about the issues you've experienced with your order. Its clear that weve fallen short in providing you with the service you deserve, and I apologize for the inconvenience. I understand how frustrating it must be to receive incorrect size shirts and to face delays in addressing the issues.

    I want to assure you that we take these issues very seriously. Our records show that our customer service agent has sent multiple emails requesting confirmation of the shirts size so that we could arrange to resend you new ones that best fit and comfortable. It appears there might have been a miscommunication that prevented this from being resolved promptly.

    Please check your email for these messages, and respond us with the sizes you need. Once we have your confirmation, we will expedite the shipment of the correct sizes to you.

    We appreciate your patience and understanding as we work to resolve this matter. Thank you for bringing this to our attention.

    Customer Answer

    Date: 08/22/2024

     
    Complaint: 22106060

    I am rejecting this response because:

    Sincerely,

    *** Cover

    I have sent NUMEROUS emails to Lily & **** with my response and have gotten NUMEROUS idiotic responses asking for the same information that I provide dating back to 7/8/2024 and have asked for Tracking Numbers to no avial.  When I call the number they provide that's supposed to be in *******, you get an answering machine and NEVER GET A CALL BACK!

    Here is my response on 7/9/2024

    According to that chart 2XL and THANK YOU!
    ...On 07/08/2024 11:18 PM EDT VinCustom.com <********************************> wrote: Hi a355ranger, Thank you for your purchase and contact! I am *************** Service Specialist at **************************. Happy to assist you. I
    you for your patience and cooperation. -- Best regards, VinCustom.com Contact: ***************** (Call & Voicemail Only) Join in: Vincustom ****************** Follow our Instagram: vincustom.co 193397:1096043

    Vincustom response:

    Hi a355ranger,


    Thank you for your purchase and contact!

    I am *************** Service Specialist at **************************. Happy to assist you. 


    I would like to sincerely apologize for any inconvenience caused by the error in sending you the wrong item. We understand that receiving the incorrect product can be frustrating and we want to make it right.

    To rectify the situation, we will immediately resend you the correct item as soon as possible. If you agree with this offer, please check the size chart below and let me know the size you want 





    Once again, we are truly sorry for any inconvenience caused and we appreciate your patience and understanding in this matter.

    If you have any additional questions or concerns, please do not hesitate to let us know. 


    Thank you for your patience and cooperation. 
    --
    Best regards, 
    VinCustom.com
    Contact: ***************** (Call & Voicemail Only)
    Join in: Vincustom ******************

    Follow our Instagram: vincustom.co


    On Mon, 22 Jul at 7:56 AM , a355ranger <**********************> wrote:
    Haven't heard from her in WEEKS! 
    Have no idea as what's goin on with my INCORRECT shirts sent to me over a month ago.  She said she would take care of it and ain't heard anything since??????

    My response to that one:

    I played this game with you once already on July 9th, 2024 and responded with according to that chart I would take a 2XL and haven't heard from you since!
    I sent you pictures of the measurements you requested
    Have you sent them out?  Wanted them for the 4th of July, but that came & went.
    ...On 07/22/2024 1:33 PM EDT VinCustom.com <********************************> wrote: Hi a355ranger, Thank you for your purchase and contact! I am *************** Service Specialist at **************************. Happy to assist you.
    you for your patience and cooperation. -- Best regards, VinCustom.com Contact: ***************** (Call & Voicemail Only) Join in: Vincustom ****************** Follow our Instagram: vincustom.co 197570:1096043

    So you get my FRUSTRATION as I don't remember ever reporting anyone to the BBB before, but after serving this country for 17 years I'm NOT HAPPY!

  • Initial Complaint

    Date:06/26/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 military plaque from Vincustom on May 2, 2024 from an add they had on ********* I contacted them at the end of June (via their chat line) and informed them that I had not received the plaque or an email updating the status of my order. They said they had a problem with the vendor and I would receive an update from them. On June 24, 2024, I contacted them again via chat line and they have not responded. Is this company a SCAM? If so, they need to be banned from ********* I would like to get the plaque that I ordered and paid for on May 2, 2024 or receive a refund.

  • Initial Complaint

    Date:04/30/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 3/8/24 I ordered a shirt from VinCustom. When it arrived, the rank that I held in the Army was incorrect. It should have been **** ** stripes, but instead the shirt has a Specialist rank on it. I have contacted them several times on both their ******** site as well as by email, but they refuse to respond. I posted a negative review on their site thinking that they might respond to get me to change my review, but I still haven't received a response. Their site says that they will assure that a customer is happy with their product, or they will do everything possible to make it right, but that obviously isn't true. I have also ordered another shirt prior to this and was happy with it. Unfortunately, they don't seem to care about making this right. I either want an exchange or a refund.

  • Initial Complaint

    Date:02/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    jacket. very poorly made. On Sat, 23 Dec at 11:05 AM , ********************* <*********************************> wrote:I received jacket and was disappointed terribly. jacket size is not correct, button holes missing, information on back of jacket is wrong. Material is constructed of poor quality and smells bad. I would like to request a full refund. jacket not usable. Hooded Denim Jacket Quantity: 1 $39.95 Customization Fee Quantity: 1 $9.95 Order Information Size: XL Custom 1: *********************** Custom 2: E-5 Navy ***** Officer 2nd Class Custom 3: Navy Payment Method Credit Card ******************************** Shipping (With Tracking info)Note Subtotal$49.90 Shipping$6.95 Total$56.85

  • Initial Complaint

    Date:01/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased 3 hats from the aforementioned business establishment in early November 2023. It was 3 hats. However when I looked at the receipt I was charged for 4. I contacted Vin custom and told them to remove one of the hats from my bill, they refused. Then I waited about 3 weeks and I get a delivered at mailbox confirmation from Vin custom. But I never received the hats. So I just checked the tracking info Vincustom sent me and it states delivered at or in the mail at ********* ********. I live in Amissviile ********. The merchant has not been helpful at all in trying to resolve this issue. I told him to credit my account as I now no longer want the product and he refuses to cooperate in any way other than to remove my dispute claim with my credit card company

  • Initial Complaint

    Date:12/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 10/27/2023 I placed an order for two hats with this company. They claimed they sent it through the ***** it was not delivered. I have asked for a refund or a replacement. The company has refused. I have talked with the ***** they said that it is the shippers responsibility to file a claim for lost packages. Vincustom will not answer emails or phone calls.

  • Initial Complaint

    Date:06/15/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 Hat from VinCustom.com over 2 months ago. They claim I provided the wrong zip code and that is why I didn't get my hat. I provided the correct mailing address to them. I have asked for a refund many times. I have not received a refund or the hat.

VinCustom is NOT a BBB Accredited Business.

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