Business Profile

Sporting Goods Retail

Fanatics, Inc.

Headquarters

Complaints

This profile includes complaints for Fanatics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,152 total complaints in the last 3 years.
392 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.

Initial Complaint
Date:06/04/2025
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.
I was given a gift card from my employer for this website. When I went to use the gift card, the balance was only $1.67 when it should have been $100. I reached out to Fanatics on 3 separate occasions to inquire why the balance didn't match the gift card amount and they replied that they were looking into it. Fanatics then informed me after inquiring for the 5th time, "Thank you for contacting us. We our not responsible for lost or stolen gift cards. We are not able to provide information on the orders this gift card was used."

I was able to obtain the order numbers however and proved that I did not make the purchases. One order was sent to Florida and the other to California, while I live in Illinois. Upon showing Fanatics that the orders were fraud, they replied, "We cannot replace lost or stolen gift cards/certificates." I have attached my 3 separate chat transcripts, the fraudulently placed orders, and the emails with the Fanatics Support team after contacting them by phone.
Business Response
Date: 06/16/2025
Dear BBB of North
Florida 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 issue
at hand.

A full investigation
was conducted regarding the used gift card. At this time, we have provided the
consumer with a new gift card balance. We are truly sorry for the inconvenience
caused. A new order can be placed at anytime.

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 consumer’s 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
Customer Answer
Date: 06/23/2025
This was successfully resolved and Fanatics offered to cover the cost of the fraudulently placed orders. Thank you to the BBB for helping ensure prompt attention to this matter.
Initial Complaint
Date:06/02/2025
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.
[************]

[************

This is the email I filed on May 21 2025.

I got a blank response back.

You as a company allowed Hobby House to shill bidding. When they were busted i should have received a refund. I wrote you an email, Facebook message and a Instagram message with no progress or communication at all.
Business Response
Date: 06/11/2025
Hello ***** ******* and BBB of North Florida,


We have reviewed the complaint regarding the consumer’s lack of communication and experience with bidding on an item on the site.
Upon receiving the complaint, we proceeded to pass the consumer's complaint along to the appropriate department.

After contacting the consumer, we provided a discount code for a future purchase as an apology for the communication issues. As well and confirmed that we no longer utilize the seller that the consumer mentioned in their review.

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


Customer Answer
Date: 06/11/2025

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:
You offered a $50 coupon code based on your slow response. The amount i spent with that company was over $105.00. It's insulting to offer a $50 credit for your lack of communication but refuse a refund or a credit based on a company you allowed on your platform to rip off customers. I have been very patient with this matter and received zero accountability on your end or an apology other then sorry our new system messed up.

Regards,

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

Business Response
Date: 06/24/2025
Hello ***** ******* and BBB of North Florida,

We have reviewed the rejection of the resolution to the consumer's complaint.

Upon receiving the rejection, we reached back out to the appropriate department for further assistance.

After contacting the consumer, we provided a credit for the amount spent with the seller, as the seller is refusing a refund on their end.

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 consumers. 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
Customer Answer
Date: 06/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***** *******
Initial Complaint
Date:05/30/2025
Type:Product 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 received an email on 5/28 with the subject line, "TODAY ONLY: $10 Just For You - Spring Coupon Inside" and the small print says, "expires tomorrow at 11:59pm ET" which is today (5/29) but when I click the link ["Click to Claim"] it comes up with a white page with "No Codes found for the given batch" written on the top. The coupon is not properly activating. I reached out to chat support but the best they could offer was 30% off which is not a comparable discount as it would save me less than $10. I have attached the screenshots of the email and page that appears when the link is clicked. I would appreciate a new $10 off coupon OR even $10 FanCash.
Business Response
Date: 06/06/2025
Dear BBB of North Florida 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 email promotion.

Upon thorough review of the complaint, we reviewed the images provided and attempted to contact the consumer to better understand the situation and identify areas for improvement.

To rectify this issue, we have issued a discount code to match the one that had expired and provided the code's details for use.
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 consumer’s 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
Customer Answer
Date: 06/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 as they did provide a new $10 off coupon to replace the one that did not activate properly into my account.
Initial Complaint
Date:05/29/2025
Type:Service or Repair 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.
May 25th, 2025 Fanatics Perfect 9 contest. Answer ALL 9 questions correctly and Win $500,000 I answered ALL 9 correct. It said I WON, confetti dropped. I read all the rules, watched the video for the game. In order to win $500,000 you had to get ALL 9 answers correct,
This was a free game on the Fanatic App. At the bottom of the app there is “game” they have 4 free games you can play 3 of which you can win.
The big payout game is the Perfect 9 to win $500,000
I emailed Fanatic support and got several different answers why I wasn’t paid out, one of which was $50.00 fan cash award, which I never received. 2nd, the odds were to low and selection choices, this was both from a man named ***** Fanatics App support team emails on 5/27/25 also then I was told it was $5 fan cash award. Then I spoke to ****** and he said on it was not the Perfect 9 game and it clearly said it was when I played it. I attached my screen shots and circled the perfect 9 at the top showing him precisely that it was that game I won on and that email was today on 5/28/25. Several discrepancies and lies. I asked to speak to ******* ***** the CEO of Fanatics and he has not gotten back to me. This was life changing money, I played the game per the rules and I have yet to be contacted from Fanatics per my winnings ****** *******
Business Response
Date: 06/05/2025
Dear BBB of North Florida and ****** *******,

Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer.

We raised the consumer’s concerns with the appropriate department and have been advised that the terms and conditions of the offer explicitly stated that “Each award recipient will receive $5 FanCash.” Due to the consumer being inadvertently advised that they won $50 in FanCash, we honored that amount and credited the account with another $45 in FanCash, totaling $50 in FanCash.

We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future.

Sincerely,

***
Fan Relations
Fanatics
Customer Answer
Date: 06/05/2025

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: I am rejecting this response because: it’s incorrect! The Perfect 9 Rules state answer ALL 9 correct and WIN $500,000 answer 3 correct and win $5 answer 4 corners correct and win $100 confetti dropped it said I got ALL 9 correct and the Perfect 9 game locked up.
Regards,
****** *******

Business Response
Date: 06/09/2025
Dear BBB of North Florida and
****** *******,

We regret to hear that the consumer remains dissatisfied with the outcome
provided. This has been thoroughly reviewed with senior leadership and legal. The
consumer has been advised of the terms and conditions, and additional credits
will not be provided.

While we regret any inconvenience caused, we feel that we have taken
appropriate steps to address the consumer’s concerns.

Sincerely,

********
Fan Relations
Fanatics
Customer Answer
Date: 06/10/2025

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: I won ALL 9 answers correct on the PERFECT 9 Game and if you get all 9 correct on the perfect 9 game you win $500,000 attached docs photos

Regards,

****** *******
Initial Complaint
Date:05/27/2025
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.
I visited a Lids store at the UP Mall in Mishawaka, Indiana on 5/5/25. The person working there told me I could get 20% off of a hat my son wanted by giving him my phone number and email, because I had mentioned how expensive it was for a kids hat. The orange sticker price, covering the original price (which I assumed meant it was the on sale price), was $29.99. After giving him my information he told me it was ready for me to put my card in. Luckily, I looked and the total was almost $36. Which I knew couldn’t be right for a hat that was $29.99 with 20% off. He never told me that there was a $10 monthly fee I was signing up for. I found that very misleading, deceptive and inappropriate for him to do that. So I told him to take it off, which he did. After leaving the store, out of curiosity, I peeled off the orange sticker (which normally means it’s a sale price), and the original price of the hat was only $27.99. I find that to be completely deceptive advertising. When I went back he told me that’s how they do their “mark-downs”. Which makes absolutely no sense. A a markdown would lower the price, not raise it. When I called to file a complaint, I explained what happened to a customer service representative and he eventually just hung up on me. I’m not sure how it is in Indiana, but I know that some states have laws against deceptive advertising and I absolutely think that’s what they did to me and my son. In the picture I attached, you can tell that the sale price sticker has been ripped off, and you cannot see the price that was listed. But the price on the receipt shows I was charged more than the price of the item. Which would mean the employee, rather than scanning the barcode, manually typed in the higher price also, knowing that it was more then the normal price.
Business Response
Date: 06/13/2025
Dear BBB of North Florida and ****** ****,

Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer related to their shopping experience.

To rectify this issue, we have reviewed the details and provided the information to the appropriate department for further assistance. We have received feedback that the consumer's experience has been shared with the district manager.

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 consumer’s 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
Customer Answer
Date: 06/17/2025

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:
I was told that someone from the business would be in contact with me and I have not heard from anyone, and also would like an apology. Not just an acknowledgment of wrongdoing.

Regards,

****** ****

Business Response
Date: 06/24/2025
Dear BBB of North Florida and ****** ****,

We appreciate the consumer’s ongoing engagement in the resolution process, and we regret to hear that the consumer remains dissatisfied with the outcome provided.

After careful consideration and review of the request, we have further reviewed the matter at hand and shared the most recent update from the appropriate department. Using the contact information provided, we have contacted the consumer to advise of a price change regarding the store's inventory.

In addition to further reviewing the store practices, we have offered a gift card for the consumer to use at their convenience. We believe that this solution addresses the concerns raised and represents a fair resolution given the circumstances.

We understand the importance of customer satisfaction and strive to resolve all issues to the best of our ability. While we regret any inconvenience caused, we feel that we have taken appropriate steps to address the consumer’s concerns.

Sincerely,

*******
Fan Relations
Fanatics
Customer Answer
Date: 06/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

****** ****
Initial Complaint
Date:05/27/2025
Type:Product 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.
On March 23,2025 I purchased a 3 in 1 Ohio State Buckeyes National Championship charger for my husband for our 35th wedding anniversary. I gave him the charger on April 14, our anniversary.
Less than 30 days of gifting this item to my husband he told me it wasn’t working.
I contacted Fanatics. A customer service rep offered me 20% of purchase price, then30%. Finally, after my frustration he told me I would receive a full refund and return label via email within 24 hours.
I received an email saying sorry, no refund.
This is unacceptable. They are selling a cheap electronic for an expensive price and don’t stand behind the product.
Business Response
Date: 05/29/2025
Dear BBB of North
Florida and ***** ******,

We appreciate you
bringing this to our attention, and we truly value the chance to address the
customer's concerns about the quality of the item they bought and the
difficulties they encountered when reaching us for help.

Upon thorough review
of the complaint, we reviewed the order and the merchandise purchased to better
understand the situation and identify areas for improvement.

We have taken the
following actions to address this problem and have given the customer a
complimentary return label so they can send back the faulty item for a full
refund. A review of the remaining stock is one of the steps we are doing to
ensure that such problems don't arise again.

We have given the
customer a promotional code for their subsequent purchase as a result of the
inconvenience. They were also instructed to get in touch with us after placing
a new order, and we would cover the shipping expenses.

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 consumer’s 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
Customer Answer
Date: 06/04/2025
I’m sorry you did not receive a response from me. I did not see an email to respond. Fanatics contacted me a week ago to take back the defective item and the credit back to my credit card was issued this week. I appreciate the BBB help in contacting Fanatics and I wish that did not have to be the case.
Thank you,
***** ******
Initial Complaint
Date:05/27/2025
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.
Purchased a L shirt and L sweater 2025-05-18 for ******, i had inquired minutes after placing the order to change the size of the sweater to XL to which i was told that wasnt possible and was against policy and my only option would be to return it, fine. Not an ideal solution. I receive my items and the sweater is 2 inches shorter than the shirt. The shirt fits like an XL and the sweater fit like a M. I inquired to get my items returned and was told id have to choose original payment method or gift card to which i chose gift card. Fast forward to today and theres a better sale on. I order to take advantage of the better sale. I inquire to have my refund method changed to original payment method to which im told thats impossible and iv already chose my method of refund and the only way to receive it through original method of payment is to wait 30 days for the shipping label to expire. Theres no reason either of these situations couldnt have been amended specifically the first inquiry about the size modification.I feel brushed off by customer service and am overall completely unsatisfied and disgusted as a consumer
Business Response
Date: 06/05/2025
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 needing to modify the items' sizes and the return refund payment method.

Upon thorough review of the complaint, we conducted a review of previous contacts regarding this matter to better understand the situation and identify areas for improvement.

To rectify this issue, the consumer has now been refunded and was asked to please allow the 2-7 refund timeframe to reflect the original form of payment.

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
Date:05/27/2025
Type:Service or Repair 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 was banned for too many discount requests but the requests were due to poor quality of products, shipping issues where they decided to not use proper carriers and use cheaper carriers who lost some shipments. I only used the codes given to me by the company for these issues and was told I could not order anymore because I requested discount codes for issues. The customer service team provided those discounts and could have said no at anytime but didnt and I continued to use those discounts as given for the issues. To be banned for future purchases for this is ridiculous. How was this my fault? If you didnt want to provide further discounts then just deny the request and provide a product and service that didnt have issues. Unprofessional and not worth the BBB rating they currently have due to the product quality and policy. None of this is my fault or my issue and Ive paid several hundred dollars to this company for their products. They also didnt think this was enough to ban me from their Sportsbook betting services so what are they even saying is the issue if they arent returning my bet money as well? Honestly I dont plan to purchase from them anymore but the fact they banned me from ever purchasing because of appeasement issues is ridiculous because it was due to product quality issues (which other buyers have also well documented) and shipping issues (which I contacted try em several times to resolve through *** store shipping and parcel delivery safeguards I place at my apartment that they would not acknowledge to help me with these issues.
Business Response
Date: 06/02/2025
Dear BBB of ************* and ******* ********,

We reviewed the details for the account this complaint is associated with. We can confirm the account has been marked and the consumer has been advised via email that we are no longer able to continue business with the account in question.

Our customer service team has acted diligently and in good faith to resolve all concerns brought to our attention, and we now consider all matters closed.

The consumer may communicate with us in writing to the address provided in email.

Sincerely,

*****
Fan Relations
Fanatics
Customer Answer
Date: 06/03/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 23377382
I am rejecting this response because: I never received an email to respond directly to fanatics about this matter.
Regards,
******* ********
Business Response
Date: 06/09/2025
Dear BBB of ************* and ******* ********,

We regret to hear that the consumer remains dissatisfied with the outcome provided. After further review of the request, we regret to inform the consumer that the account has been marked, and we are no longer able to continue business with the account in question.

While we regret any inconvenience caused, we feel that we have taken appropriate steps to address the consumers concerns.

Sincerely,

Chastity
Fan Relations
Fanatics
Initial Complaint
Date:05/23/2025
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.
Never received a product I ordered. The item was shipped via "roadie" which has no customer service line and I'm going to file a complaint against them too. The item was marked "undeliverable" when I've never once had an issue receiving packages at my address. The delivery driver never even tried to deliver it. Probably stole it. Never left even a notification. Was never even contacted by the delivery service. I tried to contact roadie for over 5 hours and never once spoke to someone even the "callback" feature was busted. Contacted fanatics and the first "fan advocate" ghosted me in the chat. The next one offered no resolution to my issue. The fact is I find it absolutely ridiculous and absolutely garbage that I've spent hundreds though fanatics and the moment I have an issue I basically get told I have to wait 7-10 business to get my money back. When they can take the payment instantly! I wanted what I brought! Not once was contacted and asked if I wanted store credit so I could I reorder the item nor was I offered a replacement or even to pick the item up. When the fact is the item was shipped from *******! Literally 15mins from my address! The fact is dont use a third party delivery service that outsources deliveries to randos like a doordash order then punish the consumer when issues arises.I will directly buy my braves merchandise from the Braves. Fanatics is absolute garbage and I mean that with every bit of animosity because the way it felt dealing with the customer service was "fuck me and my service" since the item in question was the armed forces hat that I wanted for the Braves vs ****** series in which the braves where running a tribute to the military.
Business Response
Date: 06/06/2025
Dear BBB of ************* and ******* ******,

Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond to the concerns raised by the consumer regarding an issue with the shipment of a portion of their order.

After conducting a thorough internal review, we identified the source of the issue and have taken steps to resolve it. A full refund was issued for the affected item, and an additional item was provided as a gesture of goodwill in recognition of the inconvenience caused. Furthermore, we are actively working with our delivery partner to investigate the matter and implement improvements to prevent similar occurrences in the future.

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
Initial Complaint
Date:05/20/2025
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.
On February 12, 2025, I placed an order for 4x Hobby boxes and Next day shipping for $1484.91. On February 17th, I received an email stating my order was delivered, but I never received the package. According to the tracking, this package was in transit on Thursday the 13th, but it was delayed and never delivered on Friday. I knew I needed to be home to sign the package hence why I chose 1 day shipping for it to arrive on Friday when I was home. Instead, it delivered the following Monday, and I did not sign for it because I wasn't home that day. Its fanatics responsibility to ensure packages arrive the day they say they will, especially when it requires a signature. I contacted support and they created a *** claim and told me to wait. I patiently waited until the investigation was closed on 3/4. I contacted again and they told me they were not able to provide me a refund or reshipment. Furious, I asked to speak with a supervisor who told me she would try to exhaust more options to issue the refund. I contacted via live chat the next day and the memorabilia department representative was very rude from the start. I was told they couldn't provide me a resolution despite the shipping error and waiting all that time for the *** investigation to close. I was advised to file a police report for the package. I asked multiple times if I filed a police report would Fanatics issue me a refund. I could not get a straight answer and had to ask many times. Eventually I was told they still wouldn't be able to provide a refund with a police report, basically telling me to F off. This is unacceptable, there isn't even a delivery photo for me to reference to. I've knocked on all my neighbor's doors and no one has seen the package. I've exhausted all options into finding this package and trying to find a resolution from Fanatics. I need a full refund to be issued immediately, and our business will be concluded.
Business Response
Date: 06/02/2025
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 order not being received.

Upon thorough review of the complaint, we conducted a full investigation regarding the missing package to better understand the situation and identify areas for ************** review, we can confirm the package was signed for by the consumer upon delivery. In addition, a *** lost package claim was opened and closed as confirmation of the delivery was provided. The consumer will need contact their financial institution to file a dispute or file a police report regarding their missing package.

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,

Jordan
Fan Relations
Fanatics

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Fanatics, Inc. is BBB Accredited.