Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hat from Fanatics 11/5/2024. I used a e-giftcard for the total of $46.09. They sent the wrong hat so I returned it and was supposed to get a full refund back. It has been 2 months and multiple calls and chats. I have received a partial refund only and they have not sent me the rest of the giftcard I am owed. They have refunded me a $27.40 and $9.99 egiftcard. Just tried to call and chat but everytime they transfer or hang up

  Business response

  02/03/2025

  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 a refund being issued for the returned merchandise.
  
  Upon thorough review of the complaint, we conducted an investigation of the returns tracking information along with the orders history to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: We have processed a refund in full for this order to an e-gift certificate. We have also emailed the consumer a one-time-use coupon voucher that is valid for up to 6 months. We have reached out to the consumer by phone call on February 2nd and left a voicemail, and we have also sent a follow-up email and provided the consumer with this information through there. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including further looking into our refund and return processes.
  
  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

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have sent defective item twice and they do not have an active phone number and their chat feature doesnt work. It is a scam and we want our money back but cant reach the company. Lots of issues like this online with them noted if you ******. Someone needs to look into this. Our order number is ************* *************************. We need a refund.

  Business response

  01/27/2025

  Hello, ***** ****** and BBB of *************,
  
  We've reviewed the complaint regarding the issue with the defective item. We understand the consumer reached out to ************ for assistance and was not provided an acceptable resolution. We were unable to connect with the consumer via phone and have provided further assistance via email.
  
  At this time, we can confirm a refund for the order has been processed. We ask that the consumer allow 2-7 business days for the refund to reflect the original form of ********** a courtesy, we have shipped the consumer an item at no cost. Once this order ships, the consumer will receive the tracking details via email.
  
  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
  Fan Relations
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company did not deliver my refund and I havent gotten my refund at all. This company also dont have a live agent you can talk to

  Business response

  02/01/2025

  Hello ******* Mercier and BBB of ******************;  
    
  We have reviewed the complaint regarding the consumers refund. 
  
  Upon receiving the complaint, it was determined that the consumer's package was returned to sender and was received back at our warehouse. A full refund was issued upon recipient of the returned package back to the consumer's original payment method. 
  
  After contacting the consumer, we have provided a discount code for a future purchase as an apology for the delay. 
  
  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

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 12th, 2024, I ordered a shirt from Fanatics, order number *************. I returned the shirt and asked for a refund to my original payment/credit card. I was issued a gift card. I complained several times and received an email on January 8th from Fanatics stating that I will get my refund to my credit card within 7 business days. I have yet to receive my refund and I have complained SEVERAL TIMES and have been told that the refund to my credit card cannot be given. I have tried dozens of times to resolve this issue and Fanatics refuses to refund to my credit card, despite the email stating so. I am fed up, I Have asked to speak with a supervisor and have asked for one to contact me and it has not happened, all they give me is excuses and problems and I am tired of this. Here is a copy of part of the email from Fanatics that says the refund will go to my credit card: Order Id #: ************* Hi ****,We received your return and have issued a refund of $29.09, which will post back to your original method of payment within 2-7 business days. For gift card payments, you will be emailed a new electronic gift card within 24 hours.Please advise

  Business response

  01/25/2025

  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 their refund method.
  
  Upon thorough review of the complaint, we reviewed the order's return details to better understand the situation and identify areas of resolution.
  
  To rectify this issue, we have taken the following steps: reversed the consumer's refund to their original form of payment as requested and offered a discount code for use on a future 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 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

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May *******, I processed an order online with Fanactics. Order# *************. I returned all3 items of this order. ********* provided me with a gift card for $89.15. I have tried on at 7 occasions to secure the rest of my refund!! It has been escalated to the back office on no fewer than 4 times!!! One of their reps *** said she put in ticket for99.17$ refund on 12/28/24!! Needless to say back office never contacted me!!

  Business response

  01/24/2025

  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 store credit for their return.
  
  Upon thorough review of the complaint, we contacted the consumer to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: confirmed the store credit has been sent to the correct contact email, provided a coupon code for a future purchase, and provided contact information if any additional issues occur. Additionally, we are implementing measures to prevent similar issues from occurring 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
  Fanatics

  Customer response

  01/24/2025

  [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

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a hat from **** in dec. We had issues with sizing, it was too small when he opened it so I went to return it and was shocked to see that I could either get a gift card for the full amount or be charged $10 for a label. I could also not return it in store. Although I was extremely angry about this, I decided I would rather just get him his gift as soon as possible and take the hit of $10 rather than wait for the gift card. When this new hat came, it also was too tight and did not fit. I decided this time I would go the gift card route since it said I would be able to get the full amount I paid and waited until I received the email with the gift card. To my shock, it was only for $37 when I paid $46 for the hat not including shipping. I dont understand how it is acceptable to tell the customer you will refund them completely if they choose your preferred method of refund and then not do so.I understand paying for shipping but a customer should be able to return or exchange an item without having to pay for the item over again. Ive now paid $29 in fees just to get a correct size on a fitted hat. We measured multiple times and somehow each size we get is not close to the measurement we made. Im extremely frustrated that Ive had to make this many returns even with measuring, and even more upset that Ive had to be charged as a customer to send something back that did not work out for us. Lids seems to really seek to not create return customers or any customer loyalty. I would love to get my $29 back and to never have to deal with this again. I will be seeking out other shops for my future ******** absolutely not OK ending up having to pay half of what the item cost in return fee fees that go straight into the company pocket.I was also told on this recent order I would not be charged any shipping. But after gift card I paid $12 and when I opened the receipt to find out why I see they only said I was charged six dollars when that was not true.

  Business response

  01/26/2025

  Hello ******* *******, and BBB of *************,
  
  We've reviewed the complaint regarding the issue with the consumer, who was unhappy with the return/exchange and refund policies. We understand the consumer reached out to ************ for assistance and was not provided an acceptable resolution. We were unable to connect with the consumer via phone and have provided further assistance via email.
  
  At this time, we have reached out to the consumer to assist them, and we are currently awaiting their reply before we can further assist them.
  
  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,
  
  ***
  Fan Relations

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/16/24 I purchased a shirt for a Christmas present. The shirt was too small and I wanted to exchange for a different shirt. Their website said there was a $6 return fee. I chatted with a customer service agent who told me they could not do an exchange and I needed to return the shirt before purchasing the new item. I did not want to pay the $6 return charge and the agent told me she would wave that fee. The original shirt was purchased at $41.66 and the return was only $19.68. I tried for 2 days to call someone, with only a recording. That said the only option was live chat. I tried that multiple times and either got disconnected or it took so long between texts with the agent that I ran out of time. I finally chatted with a different person who said she would calculate my return. She never came back to the chat to tell me how much she would credit me but the next day there was a credit of $9.99. I am still short $12 and have not been able to connect with another agent

  Business response

  01/23/2025

  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 a refund in full being issued for the remaining amount of this purchase for the returned merchandise.
  
  Upon thorough review of the complaint, we conducted a review of the order history along with the return history to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: We have processed a refund for the remaining amount of this purchase back to the consumer's original form of payment on January 23rd and informed the consumer to allow 2-7 business days for the refund to process. We have also emailed the consumer a coupon voucher that is one-time use and valid for up to 6 months. We contacted the consumer by phone call on January 23rd to inform them of this information. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including further looking into our return and refund processes.
  
  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

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried ordering off the website. Orders kept getting canceled. Spoke to someone in customer services on ******* (x) and email. Told me I had to call the hotline. I told the worker I dont have minutes on my phone. They responded they couldnt help me. I asked for a higher *** email or someone who could actually help me they told me they dont have any email for a supervisor to contact me. Ordered from them multiple times no issue, now all of a sudden they cancel all the orders I make and wont give me a reason why or how we can take care of the issues that doesnt involve the phone. Pretty lame and bad business. Worse part was I missed the deal now on the two items I want which is super ***etting

  Business response

  01/18/2025

  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 their account.
  
  We raised the consumers concerns with the appropriate department and have been advised that the consumer will need to call in to the appropriate department to have their account cleared. The correct contact information has been provided to the consumer. 
  
  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

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order for a football jersey for my son for Christmas. I ordered a youth XL and was sent an adult xl. I returned the jersey and asked they send the correct one. They next sent me a womens medium baseball jersey. I again sent it back and asked for the correct jersey. They then sent me an adult xl again. I was told my case would be escalated and I would get a call from a manager on 12/31. I finally called them back again 1/4 after never getting my call back. Their managers are never available and they dont seem to want to help their customers. This is the worst customer service experience, mostly due to the gatekeeping of the company not letting you speak to anyone who can actually help or answer questions.

  Business response

  01/15/2025

  Hello, ***** ****** and BBB of *************,
  
  We've reviewed the complaint regarding the issue with the incorrect item being received multiple times and the customer service experience. We understand the consumer reached out to ************ for assistance and was not provided an acceptable resolution. We were able to connect with the consumer via phone to discuss this issue further. 
  
  At this time, we can confirm the full order has been refunded and the refund was received. 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.
  If we can be of any further assistance, please dont hesitate to reach out.
  
  Sincerely,
  
  Jordan
  Fan Relations

• Initial Complaint

  01/06/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  2 items purchased from this company online Dec 6th 2024 . No package received and no response from company after 20 times attempting to inquire.

  Business response

  01/19/2025

  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 further assistance with a recent purchase from us.
  
  Upon thorough review of the complaint, we conducted an investigation of the tracking information for the package to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: We have processed a refund in full for this purchase on January 9th, due to it being lost in transit, and asked the consumer to allow 2-7 business days for the refund to be received. We have also emailed the consumer a one-time-use coupon voucher that is valid for up to 6 months. We have also contacted the consumer by phone call on January 9th and 19th and sent follow-up emails after each call. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including further looking into our shipping processes.
  
  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
  

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