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Business Profile

Online Retailer

SA Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Important information

  • Customer Complaint:
    It has come to BBB's attention that the business is offering compensation or incentives to individuals who post reviews. BBB does not accept reviews from individuals who have received or been offered compensation. In light of the questions that this practice raises regarding the authenticity of reviews, BBB has removed all reviews for this business.

Complaints

Customer Complaints Summary

  • 174 total complaints in the last 3 years.
  • 116 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/19/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 for one of their hats on 8/1/24 and paid for expedited shipping. I received part of my order but the hat has not arrived. I have reached out to the customer service via email and phone calls with a response of we are sorry for the delay in shipping. I have called multiple times and emailed numerous times.

    Business Response

    Date: 08/29/2024

    Hi ****

    As per our conversation, I have refunded you the remaining balance of your order in the amount of $27.29. In addition, a new order was placed for your hat order number 3940845. We do apologize for any inconvenience this has caused you. Please phone me directly at ************ with any questions you may have. Thank you

    Respectfully,

    ******** L

    Customer Serivce

    Customer Answer

    Date: 08/29/2024

     
    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,

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

  • Initial Complaint

    Date:08/16/2024

    Type:Product Issues
    Status:
    Resolved
    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 hats using first class shipping. I got the hats far later than advertised and the hats didnt fit me well. I returned the items and never got a refund. This company has ignored calls and emails from me regarding the return. I need my money back.

    Business Response

    Date: 08/20/2024

    Hi ****, 

    We truly apologize for the delay in your refund. We have just reviewd your order and see a refund has recently been processed. (see below) You should be receiving it back in 3 to 5 business days. Thank you for your patience

    Partially refunded

    Original order
    July 1, 2024$64.05

    Subtotal
    1 item$0.00
    Shipping
    USPS First Class (0.01 lb: Items 0.01 lb, Package 0.0 lb)
    $8.28
    Taxes
    IL STATE TAX (6.25%)
    $0.52
    Total
    $8.80

    Paid
    $64.05
    Refunded
    Reason: Returned for a refund. - Refund was performed by ************-$55.25
    Net payment
    $8.80

     

     

    Respectfully,

    ******** L

    Customer Answer

    Date: 08/30/2024

     
    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,

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

  • Initial Complaint

    Date:08/14/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 an order on 6/25/2024. As of 8/14/2024, no product has been received and am unable to get any updates. I want to cancel my order and have my credit card refunded. There online chat is horrible and the information is useless.

    Business Response

    Date: 08/19/2024

    Hi *****

    We apologize that our customer support team did not respond to your inquires but, it was noted that you were phoned several times in regards to this order. There seems to have been a glitch on our end which did not show the 4 designs and size for the 4 arm sleeves you ordered. (see below) Therefore, we were unable to ship your order out. We went ahead and issued you a full refund for yur order. Please allow 3 to 5 business days for this to reflect back to your original form of payment. Please accept our apologies for this delay. Thank you

    Location
    ************* Fulfillment Center
    Fulfilled
    June 26, 2024

    BUY 1 SINGLE ARM SHIELD - PICK 3 FREE + Free Decal
    SKU: SA-P88353-ALL5
    $20.00  1
    $20.00

    Respectfully

    ******** L

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


    Customer Answer

    Date: 08/19/2024

     
    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,

    James Adams

  • Initial Complaint

    Date:08/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Transaction Date: 07/10/24 Amount paid: $65.61 I ordered two hats from their online store on 07/10/24. First, my order arrived late (23 days for delivery). Second, it arrived damaged and arrived creased up. It was bent out of shape and unfixable to return to its original shape. It was delivered in a plastic mailing bag/envelope. they folded the hats so they would fit in it. I sent two emails (08/04/24 & 08/05/24) to the customer service email requesting a refund, due to the damage to my products and I never received a response back. I would just like my purchase price refunded to my account.I also tried to start the online refund on 08/13/24, but it gave me a message that "I Was out of the refund window and not eligible for a refund". But their policy states to, "Make sure you request your refund within 30 days of receiving your product for a hassle-free experience." I received my product on 08-02-24 and requested an online refund on 08/13/24. 11 day from receiving my product. I am well within the 30 day window to request a refund. I will never buy from this company again nor refer anyone to it.

    Business Response

    Date: 08/19/2024

    Hi ***********

    We do apologize for the negative experience you received from our customer support team in an attempt to resolve your order issues. We have viewed your complaint and also apologize for the damaged items you received. We are refunding you in full per your request and also for your time and the inconvenience this has caused you. We have placed the processing for that refund today in the amount of $65.61. Should you need to discuss any other issues, please phone me at ************. Thank you

    Rspectfully 

    ******** L

    Customer Service

    Customer Answer

    Date: 08/19/2024

     
    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,

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

  • Initial Complaint

    Date:08/12/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 received my order #******* on 8-3 it was shipped in a plastic bag and was smashed and the straw all broken up beyond use Ive tried to email Ive tried live chat and called both phone numbers and left 6 or 8 messages no response to anything I just want the straw hat replaced

    Business Response

    Date: 08/19/2024

    Hi ******

    We do apologize for the negative exprience you received by our customer support team in an attempt for a resolution to your order issues. I have placed a new order per your request for the damaged straw hat you received. We also have went ahead and refunded you your shipping of $10.00 for for your time and the inconvenience this has caused you. If there is anything else I can assist you with, please phone me directly at ************. Thank you

    Respectfully,

    ******** L

    Customer Service

    Customer Answer

    Date: 08/19/2024

     
    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,

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

  • Initial Complaint

    Date:08/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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've reached out multiple times to request help on an order that was placed at the end of July. I've received 2 of the face masks but have yet to receive 3 of the other face masks and the 4 hats included in the order. The tracking information for the items have zero location information. It just says in the ************* which is concerning because I could have driven across the country in shorter time than it has taken for this order to be delivered. It has also said the same exact thing all week about where it is at (en route to ****** There's been no human response to my inquiries and I continue to get automated emails with tracking information for a completely different order in addition to a discount coupon for the next order. If I can't even get the items I paid for now why on earth would I place another order? I've received items from outside the country faster than a domestic order and this simple fact makes this situation beyond pathetic. I want the items I paid for.

    Customer Answer

    Date: 08/12/2024

    **************** still hasn't replied to any of my email inquiries. Finally got a live chat agent to respond only to be told that their shipping partner is having tracking issues so that's why there isn't any location information with the tracking link. She also stated that my order wasn't due to be delivered yet (meanwhile it was shipped on July 31st) then proceeded to reference a completely different order that I had made after the one I am trying to track down. I've received half of my 2nd order and am due to receive the rest of it along with my 3rd order tomorrow. This makes the refusal to figure out where my 1st order has gone even more aggravating than it already is. 

    Customer Answer

    Date: 08/13/2024

    My 2nd order was delivered (still before ever receiving any information regarding the whereabouts of my first order) and it was missing 1 of the bucket hats I ordered. 2 out of 3 orders have missing items or are straight up missing altogether. 

    Customer Answer

    Date: 08/14/2024

    Today I waited for a live chat agent for an entire hour and not one rep ever came into the chat. I've posted on their social media. I've messaged their ******** and Instagram. Literally no one will respond or help.

    Business Response

    Date: 08/22/2024

    Hi RJ

    Now while we apologize for the negative experience you received from our customer support team, we have made several calls to you and left several messages to resolve your order issues. We do show that your original order placed for your bucket hats (#*******) was delivered on 8/19. We also are showing that customer service went ahead and placed a new (free) order (#*******) for the same products you already received and that order is still in transit. We would like you to keep this free of charge for the inconvenience this has caused you. Thank you

    Respectfully

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

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

  • Initial Complaint

    Date:08/07/2024

    Type:Delivery Issues
    Status:
    Answered
    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 July 16, 2024 Order ******* I have still not received my products. I have attempted to reach out to the company many times. I have done virtual chat, I have emailed, I telephone the company and left messages. No resolution no response. The company is only 200 miles away.

    Business Response

    Date: 08/09/2024

    Hi *****

    We apologize in the delay in response to your inquiry for the delivery of your order. I have sent the updated tracking information and it seems you order should be to you in a few days. We are refunding you 20% of your product cost for the inconvenience this has caused you. If you need further assistance, please phone me directly at ************. Thank you

    Respectfully,

    ******** L

    Customer Service

     

    **********************************
    ****
    *****************
    Previous carrier
    Your order is on the way
    Expected to arrive between Jul 26 - Aug 1
    Times are in local time of the checkpoint location.
    Aug 9, 2024
    12:14 am

    Arrived at **** Regional Destination Facility****
    YBOR CITY FL DISTRIBUTION CENTER
    Aug 6, 2024
    6:55 am

    Processing at **** Facility****
    ****************, USA, *************
    Aug 6, 2024
    5:11 am

    Arrived at Post Office****
    ****************, USA, *************

    Customer Answer

    Date: 08/10/2024

     
    Complaint: 22108401

    I am rejecting this response because:

    The item was ordered on July 16. I have still not received my items. I have called via the telephone and left a voicemail, emailed, and did a live chat twice regarding my order with no response.  Now the response you give to the Better Business Bureau is that I will receive my items soon

    However, in the link that you provided for your delivery system, it states that I should have received my items by July 22-August 1. It is well past that date, so the resolution shouldnt be that I will be receiving my items soon 

    it should not take a customer going through the ********************** in order to get a response, and the response provided was flawed and obdurate. 

    Sincerely,

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

    Business Response

    Date: 08/12/2024

    Tell **************,
    I had sent you the tracking info on 8/8 stating your item should arrive shortly in which I do see the delivery was made on 8/10. Below is the original response. We have also refunded you 20% back to your original for of payment.

    Hi *****
    We apologize in the delay in response to your inquiry for the delivery of your order. I have sent the updated tracking information and it seems you order should be to you in a few days. We are refunding you 20% of your product cost for the inconvenience this has caused you. If you need further assistance, please phone me directly at ************. Thank you

  • Initial Complaint

    Date:08/06/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 6/16/2024 #*******. I received the straw cowboy hat from that order in soft sided packaging and so it was damaged. I was able to chat with customer service on 7-10 requesting a replacement. The replacement order (#*******) was received last week, again, in soft sided packaging, and was more damaged than the original hat we received. I sent an email to customer service and attempted the chat again to get a refund, but was not able to get a reply from either.

    Business Response

    Date: 08/12/2024

    Hi ******

    We apologize for the negative experience you received from our customer support team in an attempt to resolve your order issue. We have reviewed your photos of the damaged cowboy straw hat you received and have processed you a refund for that item plus half the shipping cost. Please accept our apologies on this matter and the inconveience this has caused you.  Please phone me at ************ should you have any questions. Thank you

    Customer Answer

    Date: 08/12/2024

     
    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,

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

  • Initial Complaint

    Date:08/05/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 two different ***** hats (one cowboy and one original straw hat) from them and received the cowboy hat in a box and non-damaged. The 2nd one was shipped in a plastic bag, was another cowboy hat, not the original straw hat that it should have been and it was damaged beyond repair, as it had been smashed and the straw is cracked on the top of the hat and the whole hat is out of shape. Plus it was the wrong item. I have emailed twice, tried chatting several times but can't get to a human as they say they don't recognize my email and I tried calling. No one picks up and the mail box to leave a message is full.

    Business Response

    Date: 08/19/2024

    Hi *****

    We do apologize for the negative experience you received from our customer support team in attempt for a resolution to your order. We have refunded for the the damaged cowboy hat and it's not required for you to send it back. If you have additional questions, please phone me at ************. Thank you

    Respectfully,

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

    customer service

    Customer Answer

    Date: 08/29/2024

     
    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,

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

  • Initial Complaint

    Date:08/05/2024

    Type:Product Issues
    Status:
    Answered
    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.
    July 19 I ordered my husband a hat from SA company paying $36.70. We received it in our mailbox Saturday August 2. I thought it was odd that it could fit in our small mailbox being that it was a straw cowboy hat. It was stuffed and deformed into a mailing bag/envelope. We hoped we could reshape it, but the hat had broken straws and it was beyond reshaping or fixing. I took photos of the damaged hat and I saved the packaging. I immediately looked online to find out how to return the hat. When I put my order number and information into the website it said return not available. Did not understand why it was saying my return wasnt allowed. I read about their return policy and my order qualified for return. I tried contacting the company. No phone number on website or in emails. Their email the website provides doesnt work. And the online chat was automated and just left me waiting to speak with someone that never came. Id like a refund for my damaged item

    Business Response

    Date: 08/09/2024

    Hello *****

    We do apologize for the negative experience you received by our customer support team and the damaged orders you received. We do see you were partially refunded but we feel this was of no fault of yours and we went ahead and processed the remaining amount of $9.06 which you paid for shipping. Please phone me with any questions you might have. I could be reached at ************. Thank you

    Respectfully,

    ******** L

    Customer Service

SA Company is NOT a BBB Accredited Business.

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