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Business Profile

Sporting Goods Retail

Fanatics, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Fanatics, Inc. has 332 locations, listed below.

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    Customer Complaints Summary

    • 1,139 total complaints in the last 3 years.
    • 426 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2025

      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.
      Fanatics shipping provider ****** had a driver fake drop off a package and then steal it caught on my ring camera. Mind you this is after they refunded me for losing a previous package of mine because they couldnt find my address, yet when I contacted them they had my address on file. Anyways after this guy steals this package while Im no more than 40 feet away inside watching TV, I contact both Fanatics and OnTrac with the footage and they both say they will open a case for review. Ontrac doesnt contact me or tell me to reach back out but does tell me to send them the ring camera footage. I contact ****** asking about the case, they tell me policy is that they dont tell me the outcome and sorry that this happened. So I get nothing compensatory there. Fanatics on the other hand after telling me to contact them back and refunding the shipping cost after my first engagement regarding this debacle have a new agent who doesnt have any prior information about my case and ask me what happened even though they have my case number and order number. They say the item is marked as lost and that they can either refund me or reship the item, so I press them further and say I want a full refund, a reshipped item, and compensation for this ordeal and that the 50$ for the hat that they lost last time and this time the guy stealing it should be credited back to my account as I would like to continue using their service even after this entire situation and that, it doesnt feel like thats a crazy ask. They tell me they can only in their system do one or the other either refund or reship. After I get upset at the lack of effort to make it right after a literal crime was committed by somebody they work with, they change their tune and automatically they can provide compensation, but ONLY if I choose a reship not a refund. So it seems there are more than two options in their system and only after pulling teeth do I get the third option. Horrendous business practice from both

      Customer Answer

      Date: 05/02/2025

      Fanatics reached out to me via phone call and apologized for the situation and made right through  compensation of a refund for the order of one hat and the partial refund and shipping refunds of both and sent the replacement hat next day air from a different carrier then the one used initially. I do appreciate the BBB for contacting Fanatics on my behalf and am glad we have a bureau to hold businesses responsible even though this was a low stake situation thank you.

    • Initial Complaint

      Date:04/08/2025

      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.
      I bought a Flyers Raglan Hoodie in late March 2025.Regardless of the hooded sweatshirt (no zipper) I have literally ALWAYS been able to actually PUT it on.First, the item was "fleece interior" ok great. It's also a silky outer shell, which isn't noted in the description. Third, I literally COULD NOT PUT IT ON I found it wild the neck had ZERO ELASTIC. In all honesty who would buy anything online that is fully dependent on actually trying it on first, because you're used to things having some sort of mechanism to expand even if it's only a few centimeters.I understand different companies/sizes/fits differ, but it really felt cheap, and I have no interest in trying a different size.I'm actually waiting on a ******** short sleeve hoodie and after that I will never patronize the company again I will lament Majestic going out of business though

      Business Response

      Date: 04/16/2025

      Hello David Poiron and BBB of *************,  

      We have reviewed the complaint regarding the sizing issue on the consumer's order.  

      Upon receiving the complaint,  we reached out to the fan to assist with locating a suitable replacement item that fit their sizing specifications free of cost as our apology for the sizing issue. 

      After contacting the consumer, the consumer responded that they we no longer interested in any assistance with this issue. We then sent the consumer a discount code as further apology. 

      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

      Date:04/04/2025

      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.
      I was given a $25 promotional credit to use for product on the website. Upon making a purchase and checking out i was not given the option to use the code and was charged the full amount of the purchase. I reached out to the seller who refused to cancel and to support who only offered me another promo code which i dont want. I want a refund. They are now ignoring me and i have sent multiple emails. The product is unopened and will be returned to the seller once i receive it. I feel misled and find it unfair they are failing to do anything for me. I would have never made a purchase on their site in the first place had it not been for the promo code for $25 due to how expensive the products are. At this point i just want my money back.

      Business Response

      Date: 04/12/2025

      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's promotional credit not applying to their order and the issue they faced when contacting us for assistance.

      We advised the consumer that a refund was issued as requested. Additionally, we offered the consumer an additional credit for their next purchase, and they declined.

      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:03/25/2025

      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.
      I had purchased a shirt from *** SHOP and I know the shirt was a 3X. I thought it would not be that big but it is very big on me. I called ***** about returning the shirt but she said it is not returnable. I said why is not returnable she said its one of shirts that is not but it doesnt say anything about it on there web site. She was only going to give me a 15% credit on the shirt but when I said I was filing a complaint she then said 30% off. I had said yes but I wanted a full refund on the shirt. I paid $49.99 for the shirt and I wanted a refund. The order number is *************

      Business Response

      Date: 04/07/2025

      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 return request.

      Upon thorough review of the complaint, we conducted a full review of the issue to better understand the situation and identify areas for improvement.

      Upon review of the item, we can confirm this item is non-returnable and a final sale item. This information is stated in the item's details. As a courtesy, we have refunded the item. We ask that the consumer please allow 2-7 business days for the refund to reflect the original form of payment. In addition, we have provided the consumer with a direct contact for any future inquiries. 

      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

      Customer Answer

      Date: 04/14/2025

      This is not resolved. They have not responded to my request. I want a full refund on the shirt that I purchased from them. I am still not happy in the way this is being handled. I want a refund. 

      Business Response

      Date: 04/24/2025

      Dear BBB of ************* and ****** **********,

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

      Upon further review of the issue, we can confirm the full order has been refunded. We have provided the consumer the refund dates and timeframes. We ask that the consumer contact their financial institution. 

      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 consumers concerns.

      Sincerely,

      Jordan
      Fan Relations
      Fanatics

    • Initial Complaint

      Date:03/25/2025

      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 was watching a fanatics stream for fun that was doing auctions, and I went to swipe up on the app to close it to take my dog outside for potty. Turns out I had accidentally grazed the bid button while swiping to close the app. I didn’t even realize I had purchased anything until I got an email for a $430 order and my bank asking if this was fraud!!! Other apps have implemented a swiping feature to combat accidental bids, but I wonder if this is a feature for fanatics Live, and not a bug — because I followed protocol and contacted Fanatics Live 19 minutes after the bid (within 2 hours like they stare), and I have not heard back, at all. I’ve sent multiple followup emails, with no replies to anything. This incident happened 48 hours ago and I urged the seller not to ship anything. Warning to all potential users of the Fanatics Live app! They will not have your back at all. I just want a refund is all. Technical support should be able to check that my app closed at the exact time the bid ended…

      Business Response

      Date: 03/26/2025

      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's bid that was submitted in error, as well as the issues they faced when contacting us for assistance.

      As requested by the customer, we have canceled the order and issued a complete refund. The credit that the customer used to make the purchase was also replaced. Additionally, we have provided the consumer with an additional credit for their next purchase.

      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: 03/26/2025

      [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:03/19/2025

      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.
      The product was shipped and damaged during shipping called to complain. The customer service said I would receive $200 refund three months later they do not give me a refund called to complain. They said to resubmit pictures and then they tell me they’re only gonna refund me $114.

      Business Response

      Date: 03/26/2025

      Dear BBB of the 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 refund process and amount.

      Upon thorough review of the complaint, we located all contacts associated with this order to better understand the situation and identify areas for improvement.

      To rectify this issue, we have taken the following steps: We informed the consumer of our refund policies, provided a refund of the desired amount, and provided direct contact information to assist with any future issues or concerns.

      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

    • Initial Complaint

      Date:03/14/2025

      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.
      The NFL shop sent an email about a $10 Spring bonus saying that I get $10 off my next purchase and to click a link to claim it When I click the link, there is no way to retrieve the $10 A picture of the email is attached

      Business Response

      Date: 03/23/2025

      Hello ****** *****, and BBB of North Florida,

      We've reviewed the complaint regarding the issue with the consumer not being able to take advantage of the gift that the promo code was offering. We understand the consumer reached out to Fan Services for assistance and was not provided an acceptable resolution. We were able to connect with the consumer via phone and have provided further assistance via email.

      We educated the consumer on how to use those types of promotional codes in the future. We also advised them to place an order and reply to my email with their new order number and we would be more than happy to refund the difference of the gift that the promotional code was offering. We also provided them with an additional coupon code and offered to refund and expedite the shipping on their next order.
       
      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

    • Initial Complaint

      Date:03/13/2025

      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 purchase some shoes that don’t fit good and I need to return them. I reached out to this company and all I got was a Bot texting me. I need to know how to return the shoes to get a full refund. The shoes just got delivered. I tried them on and they don’t fit good. I have back issues and can’t do a flat shoe with no arch. This show is flat.

      Business Response

      Date: 03/13/2025

      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 regarding needing to return their order.

      Upon thorough review of the complaint, we conducted a review of the order to better understand the situation and identify areas for improvement.

      To rectify this issue, we have taken the following steps: We apologized to the consumer and sent the return link to obtain the return label. For the inconvenience, the return fee was waived and the original shipping was refunded. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including advising the consumer of our self-service option to initiate returns 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 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: 03/14/2025

      [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:03/12/2025

      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.
      Order Date : 11/20/2024 Returned XL Jersey and requested refund to ORIGINAL METHOD OF PAYMENT AKA: CREDIT CARD.3/12/2025 : Merchant refuses to refund my money having received the product back months ago. I do not want the EGift card that was sent to me instead.I want my refund back to my Credit Card.

      Business Response

      Date: 03/19/2025

      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 questions about her return not being processed to her credit card.

      We confirmed that the customer used our self-service return site and that an eGift card was chosen as the refund type for the original order after carefully reviewing the complaint. It was then used on the second order. In order to address this problem, we have informed the customer that once they choose this method, it cannot be reversed. They have been advised that they will need to file a dispute with their financial institution.

      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:03/12/2025

      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.
      I bought manchester united jersey for $70 from Fanatics less than 60 days ago, and I never received my item. However the rest of my shipment made it safe and sound. I contacted customer service and they told me that I would need to repurchase it, and the customer service representative, Rosie, was of no help. I just want what I paid for.

      Business Response

      Date: 03/27/2025

      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 matter of part of the order being returned to us despite receiving the other items on the order.

      Upon thorough review of the complaint, we conducted a review of the tracking from the returned item to better understand the situation and identify areas for improvement.
       
      To rectify this issue, we have taken the following steps: We apologize to the consumer and process a replacement for the return package. The details for the replacement were provided to the consumer. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including reviewing th eorder and tracking details in full.

      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

    Fanatics, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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