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:06/01/2023

  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 April 27, 2023 I purchased 50 ***** **** ******* hats with our nonprofit's logo embroidered on the front from Logo Sportswear. Logo Sportswear sent me a Virtual Design Proof to approve. I reviewed the proof and it had the correct colors of our logo and submitted my approval. Approximately, 10 days later I received the hats in the mail. Unfortunately, the color of the embroidery in the hats did *not* match the color in the Virtual Design Proof I had approved. The color of the embroidery in the proof is cyan blue and the color of the embroidery in the hats I received is a royal blue shade (see pictures). I initially called to let them know about their mistake. They said they would respond by email and then offered a 10% refund. I emailed them pictures to show the Virtual Design Proof did not match the hats I received. I was then told there was nothing more they could do. Next, I asked to speak with the supervisor. The supervisor responded it was my fault for approving the proof, but also offered an additional 15% refund. I resent the pictures showing what I received was *different* from the proof I approved. I requested a full refund or replacement of the hats with the correct color. She claimed the colors were identical because this is the thread color their computer software said to use. She again claimed it was my fault if I did not like the color I received. And finally she tried to claim the reason the proof doesn't match the product is because of the "lighting" in the picture. I have included a second picture to show it is not the lighting. The proof I approved is NOT the product I received. Whether Logo Sportswear needs to get better computer software or have a quality control check in place to actually view the physical product is not the customer's responsibility. We are a small nonprofit trying to make a positive impact in the world. This whole interaction with Logo Sportswear has been so dishonest and unethical.

  Business Response

  Date: 06/01/2023

  As with all of our proof processes, a customer is required to approve the size, location and color of embroidery designs prior to production.  In the case of this order, the customer approved with thread 1133.  Upon receipt of the customer's complaint, we checked the machine and the thread history, and 1133 was used.  Likewise, we verified from the customer's photo using a color match program that it matched to thread 1133. The order placed was for "******* ********" using thread 1133. 

  The customer had a previous order under a previous email and previous account.  We did not link the orders due to different emails and different spelling of name. In that order, customer used the name "******* ********" and email ************************* and selected thread 1373. 

  Upon receipt of the order, customer first contacted us saying we used the wrong thread since it did not match the previous order.  As we could not have linked the orders, we agreed that the previous order was not the same color.  Since the new order was placed under a new profile, ther is no reasont o assume they would match.

  Customer then sent multiple emails staing that we didnt use the right thread in his order.  The order was indeed processed using thread 1133.  Customer's photos show that clearly. So we could not "redo" the order because it would come out the exact same.

  Customer was given 10% discount for his dissatisfaction.  Customer still claimed through various photos that the color was "wrong".  It certainly did not match his brand colors, but those were not provided to us until AFTER he received the order with thread 1133. We offered several low-cost replacement options but customer did not choose which option he wanted.  We also offered an additional 10% discount if he could not settle on one of the options, or if we had no response.

  After a day of no response, we issued another courtesy 10% refund and let the customer know that we apologize for the dissatisfaction, however whoever in his organization approved the proof was at fault for not comparing it to the brand colors. 

  Customer has received a 20% discount sdespite recieving exactly what he ordered, on time, exactly as designed and exactly as approved in the proof. 

  Customer Answer

  Date: 06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Logo sportswear is evading the key issue and failed to address the visual evidence I provided of their mistake in their response. While there were numerous mistakes with my order, I am focusing on the primary issue - the Virtual Design Proof does *not* match the hats I received.

  1. Logo Sportswear sent me a Virtual Design Proof to approve (I have included this proof in the complaint)

  2. The color in the picture in the Virtual Design Proof matches our logo so I approved this proof.

  3. The hats I received do *not* match the color of the picture in the Virtual Design Proof (I have included pictures comparing the proof to the hats received in this complaint).

  I provided Logo Sportswear these pictures showing the proof they sent me does not match the hats I received. Their only response was the lighting in the pictures must be why the colors are different. I have included multiple pictures in this complaint to show this is not the case, and instead, simply another excuse they are making.
  
  They also claim because they included the thread number it is the customer's responsibility. But how would a customer know what a thread number means? We are relying on the visual picture in the virtual design proof they provide. It is Logo Sportwear's responsibility that the virtual design proof is an accurate representation of the product the customer will receive.

  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/02/2023

  LogoSportswear has refunded 20% of the cost of the order paid.

  Customer Answer

  Date: 06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I have provided evidence that Logo Sportswear is responsible for the mistake. They sent a visual design proof for me to approve of the color that would be embroidered on the hats. The product I received is different from this color. This is 100% their responsibility to fix.

  A 20% refund does nothing to ameliorate their mistake. I have 50 hats that do not match the color in the design proof or our logo. I expect a full refund or replacement of the hats with the correct color.

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/15/2022

  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 contacted the company with regards to an order we placed with them. There are numerous issues with the order we received. First of all, EVERY item appears to be "burnt" where their heat press was used. Additionally, one of the sweatshirts has a stain on the shoulder AND a hole in the front. Extremely disappointed in the quality of the order. Pictures available on request. No re-order will follow until quality issues are addressed. The original email was sent November 2 and we have received nothing more than "Thank you for submitting your question" and "This order is for Josh f " for response and it is now November 15th. We are looking to have them fix the order they wrecked.

  Business Response

  Date: 11/29/2022

  Customer contacted our customer service team and was patched through to the sales reep whop worked on the order. The entire order is being redone at no cost to customer.