Business Profile

Sporting Goods Retail

Fanatics, Inc.

Headquarters

Complaints

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

Customer Complaints Summary

1,152 total complaints in the last 3 years.
392 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/10/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So far 2 orders have been lost. 1 order was wrong, I ordered a Toppin finals jersey and was sent a regular jersey. Now the latest order I placed on the morning July 3rd for a Siakam finals jersey and on the 7th they send me an email saying they were sold out. The NBA store/fanatics has been nothing short of a hassle. From now on if I want Pacers merchandise I'll make the 3 hour round trip to Gainbridge fieldhouse
Business Response
Date: 07/15/2025
Hello, ***** ******* and BBB of North Florida,

We have reviewed the complaint regarding the consumer’s issues with their previous orders.

Upon receiving the complaint, we reached out to the fan.

After contacting the consumer, we apologized for the issues with the fan's previous orders and provided a discount code for a future purchase and to personally oversee the production and shipment of that order to ensure that it is received accurately and efficiently.

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
Business Response
Date: 07/15/2025
Hello, ***** ******* and BBB of North Florida,

We have reviewed the complaint regarding the consumer’s issues with their previous orders.

Upon receiving the complaint, we reached out to the fan.

After contacting the consumer, we apologized for the issues with the fan's previous orders and provided a discount code for a future purchase and to personally oversee the production and shipment of that order to ensure that it is received accurately and efficiently.

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:07/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
did not provide refund as promised
Business Response
Date: 07/16/2025
Dear BBB of North Florida and ******** ********,
Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding their refund.
Upon thorough review of the complaint, we conducted a review of the order notes and generated return labels to better understand the situation and identify areas for improvement.
To rectify this issue, we have conducted an internal review of the consumer's chat support experience and shared the refund request with the appropriate department. As a result, the consumer was advised of an update regarding a refund issued back to the original form of payment.
We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the 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: 07/19/2025
[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:07/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a shirt, it was cut very strangely in the arm holes so I returned it. Process was fine, except after having paid for the shipping, they said I could either pay ADDITIONAL shipping for the return, or nothing if I accepted a gift card for their store. This is a shameful practice. Either offer free returns or don’t. But make it CLEAR when making a purchase, not buried in the fine print.
Business Response
Date: 07/08/2025
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 return refund payment method.

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

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

We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the 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: 07/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your efforts to rectify the situation and improve your customer service!

Regards,

***** ******
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to get FanCash credited for my purchase on May 24, 2025. I have chatted with several representatives who told me numerous reasons they could not credit it, all of which were incorrect according to their own policy stated on their website. In an email, one rep tried to tell me the FanCash program wasn’t in existence until after my purchase. Again, incorrect according to the terms stated on their website. I am shocked at how their employees lie to customers, especially over such a small amount of money.
Business Response
Date: 07/14/2025
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 FanCash not being received on an order that was placed on the website on May 24th.

Upon thorough review of the complaint, we conducted an investigation of the order's history to better understand the situation and identify areas for improvement.

To rectify this issue, we have taken the following steps: We have attempted to contact the consumer on July 10th and July 14th by phone call to inform them that at the time of the order being placed, FanCash was ineligible to be earned on orders placed on the website and only on orders placed through our app. Due to this occurring, we have provided the consumer with a one-time-use coupon voucher that is valid for up to 6 months from the date provided. We also left voicemails after each phone call and sent follow-up emails to the consumer as well, providing them with this information. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including further looking into our FanCash 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 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:06/30/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried four times to order a specific shirt, that should say "Wisconsin Volleyball" on the front. The first order was delivered initially to the wrong address, but when it showed up one month later it said "Basketball" on the front. I subsequently received two additional orders with the same exact mistake. On a fourth try, not only did it have the same mistake, but it was also the wrong size (large instead of small) and the lettering on the back was not what was promised on the website.
Business Response
Date: 07/17/2025
Hello ****** ********* and BBB of North Florida,

We have reviewed the complaint regarding the issue concerning the continued inventory issue with the consumers orders.

Upon receiving the complaint, we immediately reached out to the third-party manufacturer to do a full inventory check on that item to ensure we were providing the advertised item correctly. The issue was then resolved by the warehouse.

After contacting the consumer, we apologized for the continued issues and provided a discount code for a future purchase as an apology. As well as providing the consumer with a no-cost replacement of the correct item after the internal issue was resolved.

All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to reach out.

Sincerely,

*****
Fan Relations
Customer Answer
Date: 07/18/2025
[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:06/30/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fanatics advertised a promotion on their website which offered $5.00 of Fancash to customers who download their app and login for the first time. I did this on May 10 and failed to receive the cash. After multiple phone calls and emails they refuse to pay claiming my account had previously been linked to the app. This is not possible as I was unaware they even had an app prior to seeing this promotion, and I have proof (my receipt from the Apple App Store) showing the app was purchased and downloaded only immediately prior to logging on for the first time.

Fanatics customer service has been totally unhelpful. Their reps refuse to identify themselves by name or ID, thereby preventing accountability. They claimed they escalated this case but refuse to tell me who reviewed the case. They refuse to provide me with any opportunity to prove I followed the promotion correctly. They set up a circular system which leads to no ability of a customer to ever receive redress and constantly get the runaround from a different representative each time you write or call. I even wrote to CEO ******* ***** twice and did not even receive the courtesy of an acknowledgment or reply. This is a relatively small amount of money but the principle has me extremely angry because it is fundamentally dishonest and because I have spent nearly $2000 with Fanatics this year and they refuse to even allow me to prove to them that I followed their promotion correctly. How many other customers have they failed to pay what they promise? How many other promotions have they failed to honor?

Please investigate and force this company to honor their word. I am attaching screenshots of both the promotion they advertised as well as my receipt showing that the app was only downloaded on May 10 when I used the promotion. My account could not have been previously linked to the app (as Fanatics claimed it was) because I did not have the app until May 10. Thank you.
Business Response
Date: 07/10/2025
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
Fancash promotion.

Upon thorough review
of the complaint, we conducted a full review of the consumer's account and the
promotion's terms and conditions to better understand the situation and
identify areas for improvement. After review, we can confirm this device had
previously downloaded the app back in February 2025. Due to this promotion
being for new app users, the consumer did not qualify.

At this time, we
have provided the consumer with the promotion details and provided the Fancash
balance as a courtesy. 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: 07/10/2025
[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:06/26/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint:I placed an order with the *** Store (operated by Fanatics) on June 5, 2025, for a jersey. As of June 26, 2025, I have still not received the product. Despite reaching out to customer service, I was only given a partial refund, even though I never received the item at all.This is unacceptable. I paid in full and was given no clear tracking updates, no estimated delivery window, and no accountability for the delay. Now Im stuck with no jersey and only part of my money refunded.I am requesting a full refund of the original purchase price as well as delivery of the jersey I ordered. Fanatics/*** Stores customer service has failed to resolve this issue in a timely and professional manner, and I am filing this complaint due to non-fulfillment of a paid order and poor business practices.?Resolution Sought:Full refund of original payment Shipment of the jersey as originally ordered A written confirmation that this will be resolved and that similar issues will not occur again
Business Response
Date: 07/07/2025
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 their recent purchase experience.

Upon thorough review of the complaint, we recognize the opportunities on our part and are committed to investigating this matter to ensure a better experience for the future.

Specific to the consumers issue, the delayed order was escalated and shipped; however,the consumer has since reached out to advise the incorrect item was received. The consumer has connected with leadership who is working to provide a reshipment of the correct item. Additionally, the consumer has been provided an additional item as a gesture of goodwill.

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,

Chastity
Fan Relations
Fanatics
Customer Answer
Date: 07/08/2025
They have been working with me to resolve issues. Will update soon.
Initial Complaint
Date:06/16/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed this order on February 11, 2025, well before the item showed out of stock online. Today is June 14, 2025 and I have yet to receive my Philadelphia Eagles Championship Belt that I paid more than $600 for.

I have been in contact with your customer support team multiple times as of today, and I have been told twice the issue has been escalated. Today, I spoke via chat with ******** and his supervisor ****.

Before today, I was advised the issue was escalated to the manufacturing factory and they would produce and ship my item within two weeks.

Today, ******** advised the item was out of stock and that is the reason it has not shipped. **** advised the item would be back in stock and ship in two weeks, and he would refund the shipping cost. **** also offered to put in the same escalation the phone representative I spoke with (apologizes, I don’t have her name) about 2-3 weeks ago placed.

This is totally unacceptable, as the item has been out of stock since February and has seemingly not come back into stock since it went out of stock. I am now getting the run around from your customer support team and the ship date continues to be pushed out every two weeks.

Having paid over $600, I should not have to wait over six months for an item that was advertised as in stock when I ordered it. It’s unprofessional of WWE and absolutely unacceptable that you all have taken my money and I have nothing to show for it.

Refunding me $8.99 for shipping (when I paid $18.99 for shipping) is a joke of a resolution. I just want the item that I paid for. We have passed a timely manner for me to receive this item.
Customer Answer
Date: 06/17/2025
As of today, 06/17/2025, at 2:16 PM their website says that they have 4 of this item in stock and mine has not shipped yet. I have received a call from an agent with Fanatics named ******, who stated they would follow up via email, and when I tried to return their call, another representative had me hold for 28 minutes with no resolution. ****** returned that call and stated there is no way for an agent to connect directly to them. Still no email, at this time, almost two hours after the first call. If the item is in stock, why has my item not shipped?
Customer Answer
Date: 06/21/2025
I received my product today. Please consider my complaint resolved.
Business Response
Date: 06/22/2025
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 delay
of 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 escalated the order to the
appropriate team to find the reason for the delay. Once the order was shipped,
we provided the tracking details, and we can confirm it has been delivered. We
offer an apology for the trouble and provide the consumer with the discount.
The consumer was advised of the refund timeframe.

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:06/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’ve been buy from this company for years back in December. I purchased a Pittsburgh pirate jacket when I received it in December 20 24 there was on the jacket faded damaged just the front when I proceed to call and email the company. It took forever to respond back and when they didthey call me from the Philippines. I spoke to somebody there where they said they would give me a discount and I told them no from the so this has been going on for about 2 to 3 months. They also told me they had gave me 100% refund which I told my Discover card and my Discover card said no they haven’t gave you nothing the only problem that I have with the card they told me one day when I disputed it different than when I lost my dispute to Discover card. Everything changed. You cannot email pictures to Discover card so now I gotta pay the $104. Which I don’t think it’s right because the jacket looks faded and with spots so I asked the Better Business Bureau what are my rights especially after you paid and nobody will reimburse you not even the company would give you 100% reimbursement.
Customer Answer
Date: 06/12/2025
I submitted a picture of how the jacket look when I first got it. The back was good, but the front had spots never that they asked me to exchange it always try to give me a discount.
Business Response
Date: 06/23/2025
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 a refund not being received for the merchandise that was purchased.

Upon thorough review of the complaint, we conducted an investigation of the order 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 purchase as requested. We informed the consumer to please allow up to 7 business days for the refund to process to the original form of payment. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including further looking into our 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 consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.

Sincerely,

*****
Fan Relations
Fanatics
Customer Answer
Date: 06/24/2025
I like to thank you guys for helping out the little consumer but as of this weekend, the company is gonna give me a full refund. Thank you for everything and kind regards
Customer Answer
Date: 06/24/2025
[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
Date:06/10/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Email was sent to me after purchasing that the package was processed for shipping may 23rd; never updated for 2 weeks.

Had to call about that package and they told me to wait until the estimated ship by date. Called back the day after the expected ship by date (which was June 3rd estimated) I called on the 4th; company moved the date to June 9th after stating that they would only be able to process a refund the day after if no movement on the package has been shown.

Fast forward to today and they are trying to tell me that they can’t process a refund until a further out date now, this company has held my money without sending me the merchandise I paid for, going on over 3 weeks now, and continues to refuse to send me my refund by shifting dates and delaying paying me back.
Customer Answer
Date: 06/12/2025
Issue has finally been resolved and refund issued as of 6/11/2025

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Fanatics, Inc. is BBB Accredited.