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:03/24/2025

  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 ordered a special offering on a hat that was never delivered. I get no useful response from their AI represented customer service so it is clear that my order and purchase have been abandoned. My e-mail to their team was only met with an auto-generated message that they would contact me within 24 hours, which they did not, and a discount code of 15% encouraging me to spend more. This was a month ago. I even added the VIP protection to my order in case it was lost, damaged or stolen. Money wasted!

  Business Response

  Date: 03/24/2025

  Hi ****

  We apologize for the negative experience you received from our customer service team as well as the delay in your order. For whatever reason, your order never made it to our fulfillment center. We do have this hat available for immediate shipping today. We would like to make it up to you by also will be refunding your VIP protection plan and full shipping cost. We hope that this can be a compensation to some extent for the time and inconvenience this has caused you. If you need further assistance, please phone me directly at, ************. Thank you.

  Respectfully,

  ******** L

  Customer *********************

• Initial Complaint

  Date:02/18/2025

  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 January 24th, 2025 I ordered the National tree day/Pine ridge snapback. I chose the "pre-order" option, as it costed significantly less. The shipment date was set for February 7th. After the 7th, there were NO new updates on the Shop app. It continued to say "Preparing for shipment" up until February 15th. That's when I emailed customer service. I asked what the status of my hat was, along with my order number.. as there were no updates. I received a response on February 17th. And this is what it stated: "Hello ****, my name is ***** I will be helping you out today.Thank you for your order! We appreciate your support.Unfortunately, the item Special Edition Performance Snapback | National Tree Day | ********** from your order #******* is currently out of stock due to high demand. Regrettably it wont be available anytime soon.If youd like, we can help you find a replacement item from our website, *********************************. Alternatively, if you prefer a refund for that item. Please let us know how youd like to proceed."How infuriating. The problem here is that I purchased the hat because of an Ad they were running on Instagram. An advertisement they chose to run, even though they were knowingly out of stock. They had ample time since my order on Jan 24th to notify me of this. They did not. Instead they took my money and failed to communicate that they would not be carrying it anymore. For almost over a month they were aware of this. They are STILL running this advertisement...and the item is STILL listed on their website for sale as of this very moment. (February 18th) This is nothing short of ************** Either someone is not doing their jobs, they're scammers, or both. They are performing fraudulent business practices by advertising an item they allegedly do NOT have...and by continuing to have it listed on their website and allowing monetary transactions to occur. This is flat out theft. Period.

  Business Response

  Date: 02/26/2025

  Hi ****

  First we would like to apologize for the negative experience you received by our customer support team. There seems there ************************ miscommunication on our end. We have two warehouse locations and the hat that you ordered was not available at one of them. For some reason it was not visible to our team at the time but has since then been resolved. I do see that the hat was shipped and delivered to you on 2/25. As and added apology and inconvenience, we will be refunding you your shipping cost  Please phone me if you need to discuss anything further. My direct number is ************. Thank you

  Respectfully,

  ******** L

• Initial Complaint

  Date:01/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 Hat on 12/10/2024. I followed upon 12/25, 12/28 and they responded on 12/31 saying it was in transit as of 12/30. I followed up on 1/7 and on 1/9 they said it was in transit. On 1/10 they said it would be delivered on 1/16 and they would refund my shipping as I had requested a full refund. On 1/21 I followed up and again asked for a refund. They said it was delivered and that I had to file a claim with another company, and they would not be refunding me. I told them I was not doing anything and they need to refund me. They refused to refund me

  Customer Answer

  Date: 01/22/2025

  The resolved the issue , finally got the right person 

• Initial Complaint

  Date:12/27/2024

  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.

  Ordered multiple items on 12/3/24. Could never track package for extended period of time. Eventually got in contact with someone on live chat which was not helpful and told me to wait longer. As of 12/28 no order received and can not get in contact with anyone for a refund. Third party package tracking app said package could not be delivered due to invalid address. I confirmed my address on my order confirmation which was completely correct. SA COMPANY failed to provide proper address and took my money and will not refund or speak with me. I have emailed , called , went on live chat for days with zero response. Reading past comments this appears to be a money scam of taking payments for orders and failing to ship all or any of the order. Appears company is collecting money on all orders and failing to fulfill orders or prolong the process. The company needs to be investigated for fraud and shut down. I have reported on ********, left multiple reviews about my issue and still cant get in touch with anyone. Attempt to find a physical address has the website time out. At this point it appears the company took the money and ran with no product ever delivered or possibly never even shipped. I want them shut down and a full refund.

  Business Response

  Date: 12/30/2024

  Hi *****,

  We do apologize for the negative experience you received from our customer support team and the inconvenience this has caused you.  Upon reviewing your order and conversations with customer service, it seems the postal service returned your order claiming address invalid. This does happen at times for reasons unknown even though it is a valid address.  We do see that you have been refunded for your order. We also understand your frustration and will be looking into why it was so difficult to contact us on a resolution for your order issues. I'll be sending a detailed message to our team leader/higher-**** outlining your concerns. We take all feedback seriously and are committed to using it to improve our services and ensure this doesn't happen again. 

  Respectfully

  ******** L

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22736746
  
  I am rejecting this response because: I initiated my own refund through ****** after the company completely ignored my many attempts. Only after that was initiated did I receive a call from the company. The ignoring of my issue seemed to be on purpose. There is no physical address or real contact information for the company at all. The ** chat is useless and when a human periodically answered me it was put to me to shut up and wait. I have done business with plenty of online businesses and never once encountered this type of issue. I wasted hours trying to get my money back and answers with zero help from the company. I firmly believe this is a scam company based on my research and there is no way this is the first complaint about this issue. Still they pin the issue on the delivery ********************** but they collected my money swiftly and then failed to assist with resolving the issue or giving my money back until I made that happen with ******. I am disgusted with this company and how they are being allowed to operate. 
  
  Sincerely,
  
  ***** W

• Initial Complaint

  Date:12/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 purchased 2 items from this company online on December 3rd. My order number is: ORDER #*******. The website says 7-14 days shipping. It has now been 21 days, (1 week late). I was giving a tracking number: AT597324147CN. However, when i click on track my package something comes up that says unable to track or status not available. I tried chatting with someone on the website, but was unable to get in contact with a real person, just a robot. I tried emailing the company and have not heard anything back from them whatsoever. Christmas is tomorrow and now 2 people will not be getting their gifts on time. This is all very frustrating, especially their lack of customer service. Their website has 3 different ways to track a package, all 3 dont give any information with the tracking number i received.

  Business Response

  Date: 01/16/2025

  Hi *******,

  We apologize for the negative you have experienced with our customer support team. In review of your order and your complaint, we are refunding in full for the inconvenience this has caused you. If you need further assistance, please phone me at ************. Thank you

  Respecfully,

  ******** L

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:12/24/2024

  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 recently placed an order with SA Company through their online store on 16 Dec 2024. Shortly after placing the order 16 Dec 2024, I realized I had ordered more items than intended and found another deal on their website that better suited my needs. According to their cancellation policy, orders can be canceled within 30 days. Based on this policy, I submitted a cancellation request immediately.Despite my prompt request, the merchant's response was extremely slow. After some time, they informed me that the order had already been shipped and refused to cancel it. I also specifically asked them to contact the shipping provider in the ************* to hold the package before delivery, but they made no attempt to do so. Instead, they insisted that I return the items at my own expense before they would process a cancellation or refund.This behavior is unacceptable for several reasons:My cancellation request was made on the same day as the order, well within their cancellation policy timeframe.The merchant's delayed response caused the order to ship before they acknowledged my cancellation request.They refused to even try to work with the shipping provider to hold the package, despite my request.They are now requiring me to pay return shipping fees, even though this situation arose entirely due to their lack of prompt action.I have requested that the merchant provide a prepaid return shipping label, but they have refused.Attachment:In Pic. 2, I contacted their CS to cancel my order first and Pic. 3 they replied they can change my order but no response in that day, then they shipped the order in Pic. 4. In Pic. 6, they just shipped the order and didn't hold the order in USA part.

  Business Response

  Date: 12/26/2024

  Hi Kent 

  We would like to apologize for the negative experience you encountered with our Customer Support Team. We have reviewed the communication between you and **************** and have noted you indeed tried to cancel within the cancellation time frame. Therefore, we will be refunding you in full and also want you to keep the merchandise for the inconvenience this has caused you. You will be receiving an email confirming the refund. If you need any further assistance, please phone me directly at ************. Thank you

  ******** L

  **************** 

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 initial order was made December 3, 2024 at 11:52 am. The total was *****. I purchased 3 adult hoodies, 2 kids hoodies, and a beanie. The kids hoodies and beanie left ******* December 7th and arrived December 10th. However, the 3 adult hoodies were never fulfilled and never shipped. I contacted SA Company via Chat on December 10th about it, and they told me one of the hoodies was out of stock. I picked a different one and they let me know the order would be shipped soon. I contacted them again on December 13th and was told there were some "issues". They said I'd receive a new order number, a confirmation email and would be processed ASAP. I didn't get any of that until December 17th. The order still hasn't been fulfilled nor shipped. I contacted them today and got the same run around and blamed it on the fulfillment team. These are supposed to be Christmas gifts I purchased for relatives. I've had a similar situation happen with this company before.

  Business Response

  Date: 12/26/2024

  Hi ****,

  We once again would like to apologize for the negative experience you received from our customer support team. As per our ******************************** on 12/26, we have refunded you $40.00 for the inconvenience this has caused you. A confirmation email was sent to you for this refund. You will be receiving 3 hoodies from order number ******* as well. I will keep you updated via email once I receive a tracking number. Please phone me directly at ************ with any additional questions. Thank you for your patience.

  Respectfully

  ******** L

  Cust serv Asst ********

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22716586
  
  I am rejecting this response because:

  I have received the refund in the total of $40.00, however there has been no progress on this order so far. As of today, 08 Jan 2025, the order is still unfulfilled, and has not been assigned a tracking number. I feel the complaint should stay open until all matters have been resolved or at the very least some kind of progress has been made on the order itself.
  

  Sincerely,

  **** ******

  Business Response

  Date: 01/30/2025

  Hi ****,

  In reviewing your rejection of our response, I have since resolved your original order and see all your items have been received as of January 29th in addition to you being refunded. We once again apologize for the inconvience this has caused. We appreciate your patience and we are hoping this can be satisfactory to you as a final resolution. Thank you

  Respectfully

  ******** L

  Customer Service

   

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/11/2024

  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.

  10/19/24 Order placed for $98 worth of items (2 hoodies, 1 cap) plus SA VIP+. Order # *******. **** tracking number ********************** provided 10/21/24. Pre-shipment, shipping label created. As of today, 11/11/24, it has not changed. Contacted customer service via email and chat at least 6-8 times. ****** said it shipped. ***** Z says they are checking fulfillment center. Mostly unanswered emails. Cannot speak to anyone directly as there is no phone number that doesnt auto-hang up. All I want is a refund and its next to impossible to have someone do that. Everyone is shielded by email and chat bots. Such poor customer service. I dont care about the merchandise, I want my money back!

  Business Response

  Date: 12/06/2024

  Hi *****

  We have made several phone calls to resolve this issue for you with no response. Upon reviewing conversations with our support staff and and your order, we see that you received 2 deliveries plus a full refund resulting in 2 free orders. If you need to discuss anything further, please phone me directly at ************. Thank you

  Respectfully,

  ******** L

• Initial Complaint

  Date:11/11/2024

  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 ordered a blue tidal waves xxl hoodie. They changed it to American flag xxl hoodie after i ordered it. I contacted them today and they refused to correct the hoodie to blue tidal waves xxl hoodie.

  Business Response

  Date: 12/03/2024

  Hi ****

  I have phoned you several times to resolve this issue for you. It looks like customer service assisted you on this. If you have any questions, please phone me at ************ Thank you

  Respecfully 

  ******** L

• Initial Complaint

  Date:10/31/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Order # ******* paid priority mail on 10/26/2024 and package hasnt even been sent to usps and cannot and have not been able to speak to a actual human being about order or where it even is or being processed or lost . Just a really bad business with terrible customer experience

  Business Response

  Date: 11/08/2024

  Hi ******

  We apologize your delivery issue was not addressed sooner. As per our conversation on 11/7, I have issued you a full refund in the amount of $48.37. As I stated, if you were to receive the products, we wish for you to keep them free of charge for the inconvenience this has caused you.  I have viewed your tracking and it shows you will be receiving your order today ( see below). If you have any questions, please phone me directly at ************. Thank you

  Respecfully,

  ******** L

   

   

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

  Expected Delivery on
  Friday8 November2024between
  9:00am and 1:00pm
  Your item is out for delivery on November 8, 2024 at 6:19 am in *****, *********
  
  Get More Out of **** Tracking:
  **** Tracking Plus
  Out for Delivery
  Out for Delivery, Expected Delivery Between 9:00am and 1:00pm
  *****, KY 40361 
  November 8, 2024, 6:19 am 
  Arrived at Post Office
  *****, KY 40361 
  November 8, 2024, 6:08 am

  Customer Answer

  Date: 11/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****