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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 169 locations, listed below.

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    Customer Complaints Summary

    • 1,124 total complaints in the last 3 years.
    • 436 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: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

    • 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.
      Ordered a product online, it was in stock when I ordered the item, paid for 2 day shipping. When entering my address it refused to go forward if i entered a PO box number. Waited weeks for shipping confirmation, once I did receive it, package was already returned because it was sent through ***************** instead of courier. Called the Company on March 2nd asking where the item was, agent said they would return my shipping payment because I paid for 2 day shipping, did not get refund. Warehouse received item on Feb 28 as there's signature verification via ***********. Agent said that an automatic refund would be issued, I called to see where the item or refund was on March 11 and there was no refund issued on the item on their end. Finally got a refund issue, agent promised refund would be back on my card by Mar 12, 2025, that does not correspond with what the email states as 2-7 business days to get refund.

      Business Response

      Date: 03/21/2025

      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 package not being delivered.

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

      To rectify this issue, we have taken the following steps: A refund for the order has been processed in full. We ask that the consumer allow the full 2-7 business day time frame for the refund to reflect the original form of payment. For the inconvenience, a promotional code was provided and a direct contact for any future issues. Additionally, we have raised these concerns with the carrier regarding the issue. Our deepest apologies for the experience.

      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

    • Initial Complaint

      Date:03/06/2025

      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.
      Reached out to the store for an exchange. Never get back to me . Need assistance

      Business Response

      Date: 03/11/2025

       

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

          
      We have reviewed the complaint regarding the consumer’s exchange request. 

        
      Upon receiving the complaint, we reached out to the consumer to assist with a return of their item, as we do not offer even exchanges on our site. 

        
      After contacting the consumer, we clarified our exchange policy and provided a pre-paid return label. 

      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:03/03/2025

      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 CUSTOMER SERVICE FOR ********************** IS IMPOSSIBLE!! I PLACED AN ORDER FOR THREE ***** ONLINE 11 JANUARY!! I IMMEDIATELY REACHED OUT TO ADVISE THEM ONE OF THE ***** WAS TOO LARGE AND I NEEDED TO RETURN. IT TOOK OVER A MONTH FOR ME TO GET THEM TO SEND ME A LABEL. WHEN THEY FINALLY DID, I RETURNED IT JUST TO CONTINUE TO SEARCH FOR MY REFUND!! I FINALLY CALLED TO GET SOMEONE ON THE PHONE, TO NO AVAIL, AND SOME AUTOMATED SYSTEM TOLD ME THAT I WAS GETTING THE REFUND IN THE FORM OF A GIFTCARD!!! I HAVE NO INTEREST IN BUYING ANYTHING ELSE THROUGH THIS COMPANY AT ALL AND DEMAND MY MONEY BACK TO MY CARD!!! $66!!! ASAP!!!

      Business Response

      Date: 03/13/2025

      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

      Customer Answer

      Date: 03/14/2025

      [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: 23003458

      I am rejecting this response because they have not credited my card for the jersey that was too big I returned new with tags unworn in the package it came in!!!  I don't care what a policy is...when I've spent over $100 on two other items, and the one jersey I wanted was too big, you don't try to make me spend more money if I return within 30 days and have not worn the jersey!!! This is not my first purchase by any means with fanatics or the Grizzlies...check out the closet!! It will definitely be my last after this!!   I made this purchase January  11, and it is now March 14, over two months later, and I'm still getting the run around in getting a full refund!!!  Now after multiple calls and chats, to get nowhere, I had no choice but to file a complaint!!!  I responded to one email already saying the same thing I said in the complaint, because they made me respond.  Now they're telling me to respond to an email again and they MUST speak to me on the phone, when I know for a fact, I've had other businesses resolve through email and that is total c*** that they need to speak to me!!! So I told them to call me today; I happen to be off and gave them a time!!!  All they needed to do was refund my card as I requested!!! But they need to speak to me!!  Whatever!!!  I since told them not to bother calling me...I'm not going to turn what is going to be a good day off, into a stressful one dealing with this mess!!!  I told them to keep the $60...they clearly need to rip off the poor fans; I told them to delete my fanatics account, and don't call me again1!!  I am not at all satisfied, but want the case closed with me not satisfied and others to know that I had a horrible experience with this company!! Thank you for the outlet!!! 

      Regards,

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

      Business Response

      Date: 03/24/2025

      Hello ******* *****, and BBB of *************, 

      We appreciate the consumers response, and we apologize that the resolution is not satisfactory with the consumer being unhappy with our customer service, and they are not happy with the method of refund.
       
      We have devalued the eGift Card and transferred the funds back to the consumer's original form of payment. We have also provided them with the refund timeframe. 

      We truly appreciate the consumer for bringing all matters to our attention and we feel that the issue has been fully resolved.
       
      If we can be of any further assistance, please dont hesitate to reach out.

      Sincerely,

      ***
      Fan Relations

    • Initial Complaint

      Date:02/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I initially filed a ***ort about the delivery of my product. It wasn't delivered in the guaranteed window provided by fanatics. As a resolution the agent said they would provide a 50% discount code that i'd be able to use on another belt at a later time. She told me if the code didnt work, to contact them for a resolution. When I contacted them about the code not working, I was told that there was nothing they could do about it. I was very specific in wanting the code to use on another title and the initial *** understood that. The initial message from the *** was "Thank you for your response.I have reviewed the code previously issued, and I can confirm it is created from the same system. I am happy to hear you were able to apply the code on an order.I understand there is a February event; I am happy to assist with a new order for a belt for the signing. To ensure we efficiently provide a resolution, if you wish to move in this direction. I welcome you to review the belts we have in stock and respond to this email with the product ID of your choice. I would like to review the product ID and confirm we can ship and deliver the item in time for the next signing.I will stand by for your response." At the time, the item was sold out but since it aws back in stock, I attempted to order but it didnt work.

      Business Response

      Date: 03/14/2025

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

      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 shopping experience.

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

      To rectify this issue, we have taken the product in question and confirmed that the item is excluded from a promotion. Additionally, we have offered to assist in expediting the package if the consumer submits a new 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,

      Madison
      Fan Relations
      Fanatics

    Fanatics, Inc. is BBB Accredited.

    BBB accredited business seal

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