ComplaintsforFanatics Retail Group

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a jersey from fanatics---I put a ********************* jersey in my cart and was purchasing this. All of my order information sent to my email was for a jersey that is MORE expensive, without any name on it at all. This is also the one that I recieved. However, when trying to exchange for the correct item Fanatics refuses an exchange and is making me return the merchandise--wait 10 days until I get my money back---and then REPURCHASE from them even though they have already baited and switched me. This company also runs a sportsbook so I would not be surprised if this was a money grab tactic to fund other parts of the company.

  Business response

  06/27/2024

  Hello ******************* and BBB of North *******,
  
  We've reviewed the complaint regarding the issues the consumer faced when contacting us for assistance with their return. The consumer reached out to *** Services and was unable to receive a timely resolution. We were unsuccessful at reaching the consumer via phone and also provided additional support via email.
  
  We truly apologize for any inconvenience caused to the consumer and for the delay in a resolution.In reviewing the information that the consumer provided, we reviewed the order and confirmed the item purchased was what was selected when the order was submitted.We explained to the consumer that we could not send a different item as the system will only allow the same item to replaced.
  
  Due to the inconvenience caused, we have provided the consumer with a promotional code for their next purchase which has since be used. Additionally, we refunded the original shipping charge and also waived the return label fee and advised them to contact us once the item has been returned so that we can then issue a refund for the return.
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for ***s. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please dont hesitate to contact me directly at ************.
  
  Sincerely,
  
  *****
  *** Relations

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment and frustration with the service I received at your Milford Mall store on June 15, 2024. I visited your store with the intention of purchasing a Dallas Cowboys fitted hat with the initials "WJ" engraved on the back, a service I had successfully availed of in the exact same store back on November 22, 2023. Despite providing clear instructions and even showing the employee a picture of the exact engraving I wanted, the employee failed to deliver the product as requested. The "J" was accurate, but the "W" was clearly wrong, indicating a lack of attention to detail, experience, and professionalism on the part of the employee. During the first attempt, the employee admitted to using incorrect colors and an inability to duplicate the letters accurately. This lack of competence and inability to operate the store's equipment reflects poorly on the employee's training and the overall level of service provided by your establishment. I remained in the store while the employee handpicked the threading from the hat, only to duplicate the same error again. I told him. I would return on Sunday, June 16, 2024. However, the same results occurred and I was told there was nothing he could do to resolve the issue. Furthermore, I am appalled by the employee's response when I requested a refund due to the unsatisfactory service and product. It is unacceptable that a customer should be denied a refund for a product that was not delivered as promised. I am attaching pictures of the original engraving from my previous purchase in November 2023 to highlight the disparity in quality and accuracy. I expect a full refund of the $64.86 I paid for the hat, as well as a commitment to provide better training for your employees to ensure such incidents do not occur again. I look forward to a prompt resolution to this issue.

  Business response

  06/27/2024

  Dear ******** ****** and BBB of North Florida,
  
  We've reviewed the complaint regarding the consumer's experience with Lids in-store products and employees. We understand that they have not yet been provided with an acceptable resolution.
  
  We have escalated this to the appropriate department for assistance. We were advised of the following:
  
  We collaborated with Lids customer care to get in contact with the local district manager. The consumer went into the store on Saturday, June 21st, to have their product fixed, and they were satisfied with the resolution. 
  
  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 response

  06/28/2024

  [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:Hello I did not go into the store on Saturday, 6.21.2024. I called on Sunday and advised I would be there on this Friday to resolve the issue. I will update BBB on Friday.

  Regards,

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/25/24 I placed order #************* consisting of 3 items to be shipped to a friend as birthday gifts on or before 5/9/24. Two items were shipped but the third item was lost in transit. I have called customer service @ ************ five times to get a refund for the item never received. On 5/10/24 I called and reported the lost item. The female rep offered a refund or to have a replacement item shipped. I was told replacement would be delivered btwn 5/18-5/24/24 so opted to have a replacement shipped. On 5/17/23 I received an email stating the replacement order was delayed with no new delivery date forecasted. I called back on 5/23 to request a refund. **** (who sounded like the same woman I spoke to on 5/10) said my refund ($29.99+tax+shipping) would be processed in 2-7 business days and I would receive a confirmation email. I received neither. I called back 6/1/24 and spoke to ***** (who again sounded like the same woman I spoke to on the previous 2 calls). She promised that she submitted a refund request (ticket #******-SHQ45) while I was on the phone and said my refund was forthcoming in 2-7 business days and that I would receive a confirmation email within 24 hours. NO email confirmation was sent and automated customer service line stated NO refund pending! On 6/9/24 I again called customer service line to demand my refund. I was on hold for 45 minutes before being dropped. I called back and spoke to man named "TuLaNee." He stated "*****" made error when submitting request, so he had to resubmit to payment **** (ticket #******LA1AT). ******* said I would get confirmation in 48 hrs and he promised to call me personally at my cell# on Tuesday, 6/11, to confirm request was in process. It is now 6:30pm and no call, no confirmation of refund. This company (and the *** whom they boast to represent) has repeatedly failed to process a simple refund request and has went out of its way to deceive its customers/fans. This is WRONG and I want some recourse.

  Business response

  06/17/2024

  Hello, **************;and BBB of North Florida, 
  
  
  We've reviewed the complaint regarding the issue with the consumer's refund. 
  
  Upon receiving the complaint, we have contacted the consumer and cancelled the reshipment of the replacement that was initiated. A full refund for the purchase price of the item was issued back to the consumer's original payment method. We also provided the consumer with a discount code for a future purchase. 
  
  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 
  
  

  Customer response

  06/18/2024

  [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 ********. I remain very disappointed by the extremely poor customer service I received (not to mention the $26.00 refund offered). However, given the months of follow-up Ive had to put forth just to get a legitimate response from ***Shop.com, I dont wish to waste any more of my time over this matter so accept the resolution offered. I will never again purchase anything from this company, no matter how many 50% discount codes they throw at me. The *** should rethink who they have sell merch to their millions of loyal fans.

  Regards,

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

   

  Customer response

  06/18/2024

  Thank you very much for your quick and thorough assistance with this matter. If it wasnt for the BBB, sadly many consumers would be harmed with no recourse and unscrupulous businesses would never be held accountable. Thank you again for your efforts! *****************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fanatics has been offering $1,000 promotion for new customers with their sports betting. You deposit $100 - Opt-in daily for ten consecutive days and bet $5 daily. $1,000 credited after the 10th day. I chatted with support the first day to ensure I understood the promotion correctly; to follow it accordingly. Their app said yesterday it would be credited today - I contacted support when it didn't show up this morning and support gave a number of ever-changing, different excuses and none made much sense. They were also rude.

  Business response

  05/23/2024

  Hello, ****** ********* and BBB of North Florida, 
  
  We've reviewed the complaint regarding the issue with our Bet Match Bonus Promotion. 
  
  Upon receiving the complaint, it was escalated to the appropriate department. We were made aware of the following: 
  
  The consumer chatted on May 10th and left before the agent joined the chat. The consumer responded with a follow-up email the same day, asking if he would receive a $100 bonus each day if he placed a $5 bet each day. The consumer chatted in on May 19th about the 10-Day Bet match promotion and was credited with a $2.40 bonus by support. The consumer expected $100 each day for 10 days and was informed the bonus was equal to the qualifying bet. "Please be informed that you will only be credited depending on the amount of your stake for our Bet Match Bonus promo." and "Please note that the bonus depends on the amount of your stake, which is why it's called Bet Match. You will only receive a $100 bonus if you were able to place a $100 bet during the promo period." The consumer mentioned he could not bet more than $5 per day and left chat. 
  
  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

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a customized Boston Red Sox Jersey on May 1st 2024 9 (order *************) for a amount of $146.65 (1 items) and it was received on Friday afternoon and reached out to customer service about returning the item due to it being a bit small and it looking smaller than what was advertised according to measurements. I spoke with customer care about a return as I was careful as this was not only my first jersey purchase but a gift for my fiancé as I was deployed in Bahrain and still currently am and hence why I am just getting to this now. I mentioned I wanted to return and she stated it was eligible. Once I acknowledge that and continued she said it was eligible. During this time I can't to understand that she didn't know what I was asking and I decided to complete the checkout process and look for anything along the checking out procedure that states "customized Jerseys and not refundable" and surely I did not come across anything. The birthday surprised was ruined and overall I find it truly unfair and very irresponsible on Fanatics behalf that nowhere during the checkout process that a customized jersey was refundable. I spent my time making the purchase as she has slowly became a fan of not just team but the player as well. I honestly am just wanting to get this corrected and get her the proper size please. If I have to get refunded that ok as well. Everything is still intact and the jersey itself was never fitted. I am hoping this can get corrected as I am approaching the end of my deployment and we plan on visiting Fenway. Thank you and my apologies if this was lengthy. I will be including files as well.

  Customer response

  05/19/2024

  I received a phone call from a gentleman named ***** but for some reason I am just seeing this now( well actually earlier today while on watch but was not able to reply). I want to follow up and just schedule a time due to the time difference and I’d like to also mention I didn’t get a follow up but that’s ok because it seems like we’re moving in the right direction, but I wanted to share this information.  And the voicemail message. 

  Business response

  05/23/2024

  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 a return of the jersey that was purchased.
   
  Upon thorough review of the complaint, we conducted a review of the order and the previous interactions to better understand the situation and identify areas for improvement.
   
  To rectify this issue, we have taken the following steps: We have reached out to the consumer by phone two separate times and left a voicemail for each call. Additionally, we followed up with the consumer with an email when the calls were finished, asking them to provide a time for us to give them a call for further assistance. We have also emailed the consumer a return label to send the jersey that was received back for a refund, and we have also waived the return shipping charges for the order as well, so nothing will be charged to send the item back to us.
   
  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extremely misleading advertising about returns. Fanatics.com plasters 365 day returns everywhere over its website...its marketing emails and other materials. However, they do an extremely ineffective, negligent or potentially even intentional job at informing their consumers of the difference between manufacture direct and indirect. This lead to an understanding that I could hold on to items till after the holidays for a return. When in fact my 30 day Manufacture direct warranty was up.

  Business response

  05/09/2024

  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 consumer needing to return.
  
  After a thorough review of the complaint, we conducted a review of the items that the consumer wanted to return to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: We sent the consumer free return labels so that both items could be returned. The consumer was advised on how to identify the manufacturer-direct items and where to locate the return timeframe. For the inconvenience, a discount was provided to the consumer to 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 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

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  05/08/2024

  Hello *************************** and BBB of North *******,
  
  We've reviewed the complaint regarding the issue the consumer faced with the size of the merchandise that was received. The consumer reached out to *** Services and was unable to receive a timely resolution. We were successful at reaching the consumer via phone and also provided additional support via email.
  
  We truly apologize for any inconvenience caused to the consumer and for the delay in a resolution.The merchandise's sizing information was provided so they could determine what size they would need to purchase. We advised that the merchandise could be returned for a full refund and provided a return label. 
  
  Due to the inconvenience caused, we have provided the consumer with a promotional code for their next purchase. Additionally, we asked the consumer to reach out to us once they had placed a new order so we could provide additional assistance with the shipping cost.
  
  We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our ***s.
  
  If we can be of any further assistance, please dont hesitate to contact me directly at ************.
  
  Sincerely,
  
  *****
  *** Relations

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have never gotten the product and they keep telling it's shipped

  Business response

  04/25/2024

  Hello, ***************************** and BBB of North *******,
  
  We've reviewed the complaint regarding the issue with the order not being received. We understand the consumer reached out to *** Services 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.
  
  Upon review of the order, we can confirm a refund has been processed in full. We ask the consumer allow 2-7 business days for the refund to reflect the original form of payment.In addition, we have provided a promotional code for a future purchase. 
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for ***s. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please dont hesitate to reach out.
  
  Sincerely,
  
  Jordan
  *** Relations

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an item for refund and they issued me a gift card for instore credit. I reached out via chat help to request a refund and was told the "system doesn't allow it." I asked for rationale why I could not get a cash refund and no explanation was offered.

  Business response

  04/12/2024

  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 e-gift certificate that was received for a refund.
  
  Upon thorough review of the complaint, we conducted a review of the order and the refund method that was chosen through our self-service return portal to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: We have reached out to the consumer by phone and informed them that the method of refund chosen was the e-gift certificate, and the refund method is unable to be reversed once chosen. We have also provided the consumer with a 50% off coupon code that is valid for 6 months from the date issued and can be used for a future purchase with the e-gift certificate.
  
  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

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 23rd 2024. I walked in the LIDS store in Lenox Mall in Atlanta GA. A young lady served me. Rythm. I saw a hat I waned but I did not like the color of the rim of the hat. She stated she can change the color. It would take her a day and it would cost $25.00 extra. I reluctantly agreed because I had to wait a day. I went. She used a telephone appt. To swipe my credit card for $65.33, which was more than the price on the hat and the $25.00 payment was made separate via cash app. They did not offer me a receipt. They offered no customer a receipt while I was there. I went home with the cap. Pealed off the sticker on the top and the due ran through and left black dots on the top of the rim. I went the next day the store lights where on but it was locked and no one was in the shop. I left and came back hours later still no one in there. I went back the next day. The store worker asked to see my bank statement. I said yes since you did not give me a receipt. He had no response. Then he tried to tell me he could not see the receipt in the store records and said he could not giv3 me a refund. I think there is illegal activity going on in this store. I want my money back and compensation for the time and gas I spent going back and forth to have my money stolen by LIDS employees.

  Business response

  04/08/2024

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

  
  We've reviewed the complaint regarding the issue of the incorrect refund amount being processed. We understand the consumer reached out to Fan Services for assistance and was not provided with an acceptable resolution. We were unable to connect with the consumer via phone and have provided further assistance via email.
  
  Upon receiving this complaint, it was escalated to the appropriate department to contact the consumer. Someone from that team has reached out to the consumer to provide assistance.
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please don’t hesitate to reach out.
  
  Sincerely,
  ******
  Fan Relations
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩