ComplaintsforReds Team Sports

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The items were supposed to be shipped to myself, *******************************. My mother, *******************************, placed the order using her debit card, so the billing information is hers. I am uploading the receipt. We placed the order on 7/14/22. When trying to call the company, you do not get an answer, only a voicemail.( Most of the parent's of the students at my son's school, have shared the same experience.) So, I emailed them on August 8th, 2022 asking for my order status. They ultimately answered that I would get it in 2-3 weeks, which was going to be way after school already started and this is the only place we can order our school uniforms from. With the high prices of their clothes, I could not afford to buy a temporary set of uniforms that he wont be able to keep wearing all year because his school requires the uniforms with the logo from Red's Team Sports. Now, today 8/31/22, I got an email from the company stating that my order is being shipped out, and the most important part of the order, which are the polos because the polos have the school logo, are backordered until November. This is absolutely unacceptable. They never told us that the orders were backordered when we placed it or when I checked on the status twice after wards. They keep giving time frames and deadlines that they cannot meet. We spent $366.39 on 17 items. We have not received one item nor have we gotten any tracking information. I just want my son's school uniforms since the company has been paid for going on 2 months already. I do not want to have to spend more money on uniforms that he wont be able to wear to school for more than about a month.

  Business response

  09/06/2022

  The attachment from the customer spells out everything already.  We have repeatedly communicated with the customer about her order and unfortunately one of the items that she ordered was unavailable when we went to order the item to fulfil her order.  We notified her of that as well as when the apparel vendor is stating when the item will be available in the future.  We've let her know the status and she has the choice to cancel the item and if she chose that, we would refund her of course.  The other option is to wait until the item comes available.  Unfortunately we don't make the actual garments and our industry has been dealing with the results of the global supply chain issues that have been ongoing for many months now.   She is not the only customer dealing with back orders nor is her school.  We let all our customers and schools know the ongoing issues and always give them options if available.  It appears that this customer in particular doesn't like the answers and thus the reason for the complaint.  My company has been working extended hours to piece together orders, to get orders out in a timely manner, and to ensure we deliver quality in spite of all the existing challenges.  Not everyone understands and appreciates the challenges we have been working diligently to overcome.

   

  Customer response

  09/07/2022

   
  Complaint: 17895578
  
  I am rejecting this response because:

  The information provided is not correct. The business stated that there was only one item backordered from my order. However, there are 6 items that have been backordered. And the business knows that the schools do not have other options for ordering required uniforms. So even though the business did not offer the option to cancel the order, they know the parents(and they are correct, I am definitely not the only parent that feels this way. Several of us have spoken to the principal of our school and she said she has no idea what is going on with the business and it's delays) have no other options for required uniforms. I honestly and definitely would not waste my time, or any else's  for that matter, filing a complaint with the BBB if I could just go elsewhere. 

  I understand that at this point, the business cannot get enough shirts for their orders due the volume of orders they took payment for, and many, many people, including myself, all have to wait for our children's mandatory school uniforms. 

  I would like the case to stay open until I receive my order so that if further issues arise, or if my order is canceled or further delays, it can be documented going forward. 

   

  Also, can the business acknowledge that there are still 6 items of clothing that are backorderd, and not just 1. 

  
  Sincerely,
  
  *******************************

  Business response

  09/09/2022

  Again,  the customer's items are on back order - she can wait for the items to come in or she can cancel that part of her order and get a refund.  We have any and all items that we have not yet fulfilled marked as "on back order".  I am not sure why this is so difficult to understand.  This customer is not the only one in this situation and no one else seems to have such a major problem understanding what a back order is and how we are still planning to fulfil when the vendor provides the garments for us to decorate.

  We have already communicated with the school directly about this particular customer's concerns so everyone is in the loop.  We also communicate with all our school partners about out of stock issues, alternatives that we can swap to, etc.

  There is no real issue here - we are following our standard process and this is the only customer that has decided to bring in the ******************** on the subject.  There is no need for this to have ever been raised to the BBB in the first place.  There is no fraud or anything else other than a back ordered item.  I'm pretty sure we are not the only company dealing with this type of situation.  Continued harassment over something as minor as this will result in us canceling the order.

  Thank you.

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