ComplaintsforPro-Direct Soccer US/Unipart Logistics
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Complaint Details
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Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
i returned my order through ***** tracking showed its delivered on 05/06, i emailed them on 05/16 asking about refund status, they replied to me after 16 hours (most of it is at night time) saying they didn't receive it, and claimed that they searched the entire warehouse. I find it very hard to believe, especially with other similar complaints in here. i even spent money to be their their lifetime elite club member to save in the long run, since i knew i would spent a lot money on their site, its very disappointing to find out that this company is a *************Initial Complaint
03/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Purchased a pair of **** Phantom **** Elite cleats for my niece. This shoes are specifically made for women. Their website page for this product shows only one set of size, which turns out to be men's sizes. On top of that, the product page specifically recommends that women order a half size up based on the published sizes. Obviously, the cleats turned out to be too big for my niece. I tried to cancel the order before it shipped, but was told that it was too late and to not worry because I can always return the shoes when delivered. What they didn't tell me was that I had to pay $14.99 return shipping (note that I already paid $14.99 shipping fees when I purchased the cleats). So, even though it was the company's fault for not clarifying that published sizes for this women's shoes were men's sizes and even though the product page explicitly recommends the buyer to go up a half a size if ordering for women, I ended up paying shipping both ways and am out $30 due to reasons that were not fault (it was the seller that posted erroneous/misleading information on their website).Initial Complaint
02/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This company has taken an unauthorized transaction out of my account of $55. I have never been on their account until now to investigate who they are. I have contacted my bank but they cant do anything until the transaction is not pending. I did contact the business and have not heard anything back.Please help meInitial Complaint
01/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
In December 2023 we ordered a pair of 9.5 women's puma cleats. The package was delivered damaged and in the wrong size. We recieved a 9.5 men's cleat that did not appear new. We made a complaint and returned the shoes in its original package to the post office. They put a label on the box and mailed it. The business is refusing refund becauset the label was placed on the box and they are stating the shoes were worn when they were never worn and recieved in the condition they are showing. Hence why we made the complaint and return. As well they sent us a 9m5 mens shoe. They are lying and saying they sent the correct size as well as we wore the shoe. They were never worn! We also have no control of what happens to the item once we give it to the post office.Initial Complaint
12/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have ordered from this company for a few years. In the past they have been helpful and havent had issues . I have never been able to get a phone number so sometimes when I email them they can take a while to respond. I ordered my son a $300 pair of cleats recently in mens size 10 US. We got in and he wore two times and said they didnt feel right and were hurting his feet. I looked in size inside of cleat and it says size **** US. I emailed to complain because he cannot wear because they hurt his feet and they said a womans size **** is mens 10. They sent me the wrong item as I ordered a mens shoe. These do not fit the same and they will not do anything about it. I asked in email multiple times for someone to call me because I want this resolved and no one does and they quit responding to emails. I cannot do anything with these and they will not make it right.Initial Complaint
03/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought my son a soccer ball for his birthday. He filled it up and it will not hold air. He had not even used it yet. I contacted them to exchange or return and they do not offer exchanges. They are making us pay return shipping on a product that was defective when they sent it. They will not return my emails anymore and I even offered to send a video showing the ball not holding air.Initial Complaint
01/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
i purchased cleats from this company for my son. They delivered us the wrong size cleat. There is no way to call them and they made me pay to ship it back after many emails. I paid for tracking on the product and **** confirmed delivery. They still said they didnt' receive it and they would not refund me the amount paid plus shipping even though they received product which I have proof. I am out the product, the cost of the product and additional shipping and they basically said not our problem.Initial Complaint
10/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased a pair of cleats thru Pro Direct Soccer the end of August 2022 for $215.37. I returned them 9/7/22 per their instructions via ***** I purchased the tracking and insurance. After about 3 weeks I emailed them asking for the status. They said they do not have them that I should check with the ***** I did, and they confirmed the package was picked up by Pro Direct's courier 9/9/22 along with 109 other parcels. They provided me with confirmation along with a photo of the signature of the person who picked them up. I sent all this in and have heard nothing back for about 4 weeks. I've emailed them about 6 times from 2 different email addresses and they will not respond. They do not have a phone number, only customer service email at **************************************************** I have also filed a complaint with the *************************'s **************************** to inform them of this company and hope that they will pursue the matter.Initial Complaint
10/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
9/28/2022 purchased a pair of shoes from this company. returned them as they didnt fit. followed return policy as stated on their website. returned to the address listed via ***** **** indicates that the shoes were delivered to that address and signed for by an employee. Company says that they will not give a refund because they never got the shoes, despite the tracking information from **** saying otherwise. They refuse to give a refund despite me following the return instructions to the letter. provided the company with the tracking receipt from *****Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased cleats from ProDirectUS 9/15/22, order number 75051300.Delivered 9/21/22. I tried on my cleats and jogged a little to see if they were okay. They were not, they fit fine when first put on, but after a few minutes, I could barely walk. I returned them 9/23/22 as they were a faulty item. I had to go back and forth with *** and ProDirect for days because they were marked as "delivered" (9/27/22) but ProDirect could not find them for days. They made me file an investigation with ***. But they magically re-appeared in their factory some days later. Now 10/3/2022, they are refusing to refund me as they were worn once. For an online only store, I am not sure how you are supposed to try before you buy to make sure the shoe is okay. This is disappointing from the start, their lack of customer service, and scripted emails, and ignoring my escalation requests every time. Now I am out of pocket of a few hundred dollars. I have used ProDirect between ****** and *** for almost 18 years. This is sadly now the end of a long relationship unless this can be resolved.Business response
10/04/2022
Dear Customer,
After checking our e-mail communication between yourself and us we can see we had sent you a follow up return e-mail as to why we are refusing the return. I am afraid once they were received back and inspected by our returns department team they did send us images (which we have provided to you in an email) showing the studs were scratched and the boots show clear signs of being worn.
We do not accept back any products that show signs of being worn unless there is a genuine fault of manufacturer. We have inspected the boots to see if there was any ridges/bumps within the material which may have lead to them causing you discomfort when wearing them but we were unable to find anything wrong with these boots. The sizes we have are correct for this particular model as they have been sized directly from the brand and then sent to us to sell on.
We do allow our customers to try on the item when they have received the product but we do expect them to try them on a carpeted surface so they remain in a brand new condition and not tried on outside/worn in a game where they will become used. Unfortunately on this occasion the return has been refused and the boots will be getting sent back to you.
As a goodwill gesture due to the circumstances of this return procedure and the wait for the return to be processed due to the courier issue we will be happy to refund you 20% off the item price and this can be done right away so the funds will return to your account in the next 3-5 working days.
Please let us know if you will accept this and we can get this resolved for you.
Best Regards,
US Customer Services
Customer response
10/04/2022
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.
Sincerely,
*************************
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BBB Rating & Accreditation
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Customer Complaints Summary
11 total complaints in the last 3 years.
5 complaints closed in the last 12 months.