ComplaintsforFanatics, Inc.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used fanatics live to purchase baseball card breaks from breaker VIP RIPS on the fanatics site. I spent over $1000 on these breaks and did pretty well. The package arrived a couple days later and was completely soaking wet and crushed with all inner contents water damaged. Per fanatics policy all packages over $500 are to be insured when shipping. The shipper VIP RIPS did not insure the package and has not refunded my money for the damaged product. I contacted both fanatics live and VIP RIPS and neither has made this right.

  Business response

  07/16/2024

  Hello, ************************* and BBB of *************,
  
  We've reviewed the complaint regarding the issue with the damaged item. We understand the consumer reached out to *** Services for assistance and was not provided with an acceptable resolution. We were unable to connect with the consumer via phone and have provided further assistance via email.
  
  We have requested photos of the item received at this time and are awaiting a response from the consumer. Upon receiving the response, we will be more than happy to assist and make this right!
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please dont hesitate to reach out.
  
  Sincerely,
  
  Jordan
  *** Relations

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order# *******-00735332 Toddler Colosseum Navy/*********************** Michigan Wolverines Ka-Boot-It ************** Set 4T I never received item. I reached out they stated they would reach out and asked if I wanted a refund or replacement. I asked for the replacement as I wanted the item and still do. Since know one cared to inform what was going to happen I reached out again. They are not willing to help and im not ok with losing out on money or not getting the item I paid for. Im disappointed that this is how they handled the situation. I have wasted time trying fix this two times already. I just want the item or a refund becuase its not ok to pay for something and a company keep your money and you not get what you paid for. Im notnsirebwhat happen if they item got lost, stolen, dikvered wrong address I don't know but I know the item never got dikvered to me. I like purchasing item from the site but not if this is how its will be if I ever have an issue. The 1 time I have and issue and they aren't willing to help but they are more then happy to take my money.

  Business response

  07/06/2024

  Hello ***************************** and BBB of *************,
  
  We've reviewed the complaint regarding the issue the consumer faced when contacting us for assistance with their order not being received. The consumer reached out to *** Services and was unable to receive a timely resolution. We were unsuccessful at reaching the consumer via phone and provided additional support via email.
  
  We truly apologize for any inconvenience caused to the consumer and for the delay in a resolution regarding the lost package. After reviewing the order, we did confirm that the order was not received. A full refund has been issued to the consumer, and they were advised of this on July 3, 2024.
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for ***s. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please do not hesitate to reply to this email.
  
  Sincerely,
  
  *****
  *** Relations
  Fanatics

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding Fanatics Sportsbook. BET ID: ***************** | ***************** previous issue that was rectified.BET ID: ***************** | ***************** | ***************** current issue with same exact problem that needs to be rectified.Fanatics acknowledged their mistake of not allowing the customer to access their funds after a match was cancelled and promptly refunded BET ID: ***************** | *****************. A new match was now cancelled, out of the control of the customer and BET ID: ***************** | ***************** | ***************** need to be promptly refunded as the company is giving no access to my funds.Very rude customer service along these issues from representative ******. Predatory practices that seems even if a little money, the company DOES NOT want the customer to be able to gain access to their funds. Sad.

  Business response

  07/01/2024

  Hello, *********************** and BBB of *************,
  
  We've reviewed the complaint regarding the issue of a match being canceled. We understand the consumer reached out to *** Services for assistance and was not provided with an acceptable resolution.
  
  We raised the consumers concerns with the appropriate department and have been advised that on 06/17/2024, the consumer contacted Fanatics Customer Support to have his bet voided for ***************************** vs. *************************************. Upon reviewing the *** site, the match was not yet canceled. The consumer was told that if it is canceled and we need to wait for the official result from the *** site, the bet will be settled accordingly. In addition, we have provided the consumer with house rules: Where one or more legs of a parlay are void for any reason, the bet will be settled using the remaining selections, which will become a new parlay or a single wager if only one leg remains. The potential payout will be reduced to reflect the combined odds of the revised wager. We also informed the consumer of our cashout policy, which is not always guaranteed.
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time
  
  If we can be of any further assistance, please dont hesitate to reach out.
  
  
  Sincerely,
  ******
  *** Relations
  Fanatics

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 3rd 2023 I placed an online order for $114.74 thru the Fanatics online site for a *********************** 2023 World Series Champions Fanatics Exclusive POP! Five-Pack. Needless to say I paid for the item in full and as of June 9th 2024 I have not received the item. So some 219 days later I never received the item I have paid for in full. I actually reached out to Fanatics about a more recent purchase that I needed an ETA on the as delay on the order is ridiculous. While on the phone with Fanatics I realized I hadn't received my Nov 3rd 2023 order. I spoke with a customer service rep and explained to him that I never received the item. He advised me that they would open an investigation and I would be contacted via email on the matter to which I ok'd. This morning I woke up to an email saying I was refunded for the item I never received $114.71 No where in my conversation with the representative did I request a refund. I wanted my item.Fanatics didn't keep their promise and send me an email or contact me concerning their investigations outcome. That said I called Fanatics this evening and inquired on why I was refunded the money instead of getting my item. Needless to say the person on the phone couldn't give me a valid answer. Instead I was told in my phone call to them last night I was advising them I wanted a refund to the excessive delay of the item. This certainly wasn't said by me. Also confirmed that Fanatics records their phone calls so again I know this isn't something I said. Fanatics needs to get their stuff together with so many other sports merchandisers out there I will no longer be a Fanatics customer

  Business response

  06/18/2024

  Dear BBB of ************* and ***************************,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the consumer being refunded for a lost package instead of having the order reshipped.
  
  Upon thorough review of the complaint, we concluded the consumer was outside the 45-day timeframe to report the package lost; our only option was to refund the consumer at that time instead of reshipping the item, and that policy was not explained to the consumer.
  
  To rectify this issue, we have taken the following steps: The consumer was refunded in full and provided with the refund timeframe. We replaced the order free of charge for the consumer and upgraded the shipping method. We also provided the consumer with a coupon code and offered to refund and expedite the shipping on their next order.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  ***
  Fan Relations
  Fanatics

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My debit card has been continuously charged since March 2024. *** reached out more than twice to customer care explaining the situation and to stop all transactions but somehow this still continues to happen. I let them know that I no longer have access to my account and money is still being taken from my account but no one has reached back out to me. I am asking for my card to be permanently removed from their website and never to be charged again. I am also requesting my money that was taken from my account. Thank you

  Business response

  05/31/2024

  Order details are not available with the provided name and email address. The shipping address and phone number details are incomplete. Please provide additional details for assistance. 

  Customer response

  06/03/2024

  Hello, I did not order anything.
  My sportsbook account that I no longer use was hacked from a link on ******** messenger on March 8th 2024. That is the last time I was able to access my account. Since then I have been charged for hundreds of dollars. I have reached out to customer care multiple times to ask them to please remove my card from their database and immediately stop charging my card as it is not me. The email address associated with my account is ************************************** 

  Business response

  06/14/2024

  Hello, ************************* and BBB of *************,
  
  We've reviewed the complaint regarding the issue at hand. We understand the consumer reached out to *** Services for assistance and was not provided with an acceptable resolution. We were unable to connect with the consumer via phone and have provided further assistance via email.
  
  At this time, we are unable to make any adjustments to the consumer account as we are awaiting a response regarding the verification needed for security reasons. We ask that the consumer reach back out with the requested information or contact their financial institution regarding the charges. 
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please dont hesitate to reach out.
  
  Sincerely,
  
  Jordan
  *** Relations

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This month, due to the *** playoffs, I was going to register to this sportsbook. When I started registering, it said my account is already registered. Before this attempt to register, I have never gambled nor was I aware that sports betting is legal in my state. Also I keep getting phone calls saying I owe debt to this company. Someone was able to make an account under my identity and this company allowed it. Im not sure what activities/transactions were made under my identity. I have been trying to reach them, and all they do is give me a generic answer like Our accounts team is researching blah blah. I need someone to please reach out to me and take care of this ongoing matter! My information is Full name: *************************** DOB 12/19/2000 LAST 4 SSN: 1737 Email: *******************

  Business response

  06/06/2024

  Hello, *************************** and BBB of *************, 
  
  We've reviewed the complaint regarding the issue with registering the consumer's Sportsbook account. 
  
  Upon receiving the complaint, it was escalated to the appropriate department. We were made aware of the following: 
  
  The consumer reached out to Customer Support on 02/23/2024 to ask what was going on with their account as it was suspended due to chargebacks. The consumer reached out to Customer Support again on April 12th in regards to the chargebacks on the account and to find out why his account was suspended due to chargebacks and how to fix this issue on their account. On May 15th, the consumer reached out to customer support and stated they do not have a Fanatics account. In regards to the claims that they have never registered an account with us, We have worked with our fraud team, and we were able to find no evidence that their account was compromised. We also found out that the consumer provided ID and photo identification at verification to confirm their account. The consumer has been notified that we will not be moving forward with the account and is no longer eligible for reactivation due to the chargeback status, and the investigation found no evidence that the account was compromised. This means the consumer's account is still suspended due to chargebacks on the account. 
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time. 
  
  If we can be of any further assistance, please dont hesitate to reach out. 
  
  
  Sincerely, 
  
  Carey 
  Fan Relations 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Better Business Bureau, on 1 May 2024 I made a purchase request for two custom made jerseys (Order# ***-7835-9900). The website stated the jerseys would ship within 4 business days. Shortly after that time passed, I noticed my custom order request had the wrong player number on it. I contacted Fanatics via chat and let them know I needed to request a correction to my order. I was told that it wouldnt be a problem to fix and that they would contact the warehouse to make correction before items were made and shipped. I reached out to Fanatics several times after to check on shipping status that was delayed due to overwhelming demand. These items were Mothers Day gifts which had come and gone due to delays. Because it takes so long to receive items to ********************* in ******* *****, I paid to have a third-party shipping company to forward my items. On 23 May 2024, I picked up my items and they were both the wrong numbers. I contacted the customer support office and was told I would need to ship items back at my own cost and that they would refund my money. When I told them that I felt I should not have to pay out of pocket for their mistake I was told they would have to elevate the issue to the *********** and that I would receive a follow up in 72 hours. It has been 6 days and I have not heard from them. The resolve I am requesting Fanatics should do the right thing since I am a frequent customer and because I had experienced many delays already. I believe the correct items should be expedited and shipped at the fastest possible shipping method. They should also reimburse me for any return shipping costs I will have to pay to return the wrong items to them. Any help you could provide to get me some resolve in my situation would be greatly appreciated. Thank you. V/r ********************* P.s. I can provide the Chat Transcript if required.

  Business response

  06/10/2024

  Dear BBB of ************* and *********************,
   
  We've reviewed the complaint regarding the incorrect screen print on the things that were purchased. The consumer reached out to *** Services and was unable to receive a timely resolution. Due to linguistic difficulties, we were unable to speak with the customer over the phone. We have since sent them additional support via email.
   
  When reviewing the order placed on May 1st, we saw that the package was marked as delivered on May 14th. The consumer reached out to customer service, stating that the printing on the items was incorrect. We reached out to the consumer for additional assistance and options to rectify the issue. The consumer chose to receive a replacement with the correct customization. We confirmed with the warehouse that the items will have the correct print and they will ship the new package with the quickest shipping method. We advised the consumer that no return was necessary.
   
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for ***s. We feel that the issue has been fully resolved at this time.
   
  If we can be of any further assistance, please dont hesitate to reach out.
   
  Sincerely,
   
  *****
  *** Relations

  Customer response

  06/18/2024

  BBB, thank you for assisting me with this complaint. I have received a satisfactory response to my issue from the company but have not yet received the product to make sure it is correct. I was awaiting the arrival to validate the complaint is closed. Once again, thank you for helping with my complaint. V/r ************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order and did not receive any updated information within 5 days. I did not realize my order was through fanatics, i have previously filed a complaint against them for not having a jersey shipped for over 3 months.

  Business response

  05/31/2024

  Dear BBB of ************* and *******************************, 
  
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding their order. 
  
  Upon thorough review of the complaint, we conducted a review of records to better understand the situation and identify areas for improvement.
  To rectify this issue, we have confirmed the order has been successfully shipped out and marked as delivered to the shipping address on file. 
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us. 
  
  Sincerely, 
  
  Madison 
  Fan Relations 
  Fanatics 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a pay out on my account. They refused to release my funds. They instead suspended my account for no reason to cause more hardship to me and my family. I needed those winnings. They gave me bonus bets and I won with them. They tried to keep the funds to aid in a gambling addiction. They wanted me to bet the winnings and I didn't want to. So they closed my account to lock up my funds.

  Business response

  05/30/2024

  Dear BBB of ************* and ***************************,
   
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding a withdrawal of the remaining funds and the status of the account.
   
  We raised the consumers concerns with the appropriate department and have been advised that the account has been opened back up on May 23rd at 9:23 a.m. The last withdrawal that was made by the consumer was manually approved by our back office on May 19th at 10:03 p.m. At this time, the consumer doesn't have any remaining funds in the account that can be withdrawn.
   
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
   
  Sincerely,
   
  *****
  Fan Relations
  Fanatics

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought a item and I returned it. Instead of fanatics notifying affirm and refund (29.40) the money back to my card , They choose to send me e-gift card (which isnt what i choose nor wanted ) and didnt accept the link yet . i spoke to costumer service they said there was error and they cant fix so instead me saving money on my affirm purchase , i still have to pay full amount of my original 98.26 instead of it being 69.86 due their lack of support and costumer service ability Im the one gets screwed while they still make money because i have use the egift that i didnt want

  Business response

  05/31/2024

  Hello, ***** ***** and BBB of North Florida,
  
  We've reviewed the complaint regarding the issue with the refund method. We understand the consumer reached out to Fan Services for assistance and was not provided with an acceptable resolution. We were unable to connect with the consumer via phone and have provided further assistance via email.
  
  Upon review, it was confirmed that the refund method selected when initiating the return was for the eGift Certificate. Unfortunately, once a refund method is selected, it cannot be modified, and the funds can only be returned to it. In addition, we can confirm the eGift certificate was utilized on order *************. This order is in processing. Once shipped, the consumer will receive an email confirmation, including the tracking details.
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please don’t hesitate to reach out.
  
  Sincerely,
  
  ******
  Fan Relations

*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. ↩