Complaints

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:10/29/2024

  Type:Product 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.

  Returned items not refunded. No phone number/customer service support

  Business Response

  Date: 10/30/2024

  To the concerned: A gift-card credit was processed on the return (RMA #I2A11YEM) the GC credit was sent to the email on the order [*******************************]; we found the email provided was incorrect, and a credit was sent to the corrected email provided instead (********************************). We've verified this with a phone conversation to the customer as well. The corrected credit has already been used by the customer on a new order #**********; Please dismiss this complaint. 

• Initial Complaint

  Date:06/04/2024

  Type:Product 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.

  May 11, 2024 - Shoes ordered from Nfinity May 15, 2024 - Shoes arrived via *** Shoes do not fit. Although the website suggested they size one size bigger, we need to go 2 sizes bigger (based on current fitting cheer shoes)We began the exchange process via the Nfinity website. There is a $15 restocking fee however, we are exchanging the shoes. The customer is also responsible for paying the shipping and suggested tracking. This has the exchange process to be at minimum $30 + to simply exchange.The website states a different price for the restocking fee. One page states $15 and another states $10.May 27, 2024 - email to Nfinity because when we process the exchange, we are still being charged the full amount for the new size we need. They will not process the exchange without first paying the $15 fee however the cart will not allow me to do so. May 27, 2024 - received an automatic response to my request for assistance #*****. The response did not answer questions but stated I'd hear from someone within 3-4 business days. May 30, 2024 - sent a follow-up email as I had not heard back.May 30, 2024 - reached out on ******** messenger June 2, 2024 - sent a second ******** messageJune 4, 2024 - file a complaint as I have not heard from them. There is no public phone number and you are unable to reach a live person. I am not interested in doing business with an organization like this. I am requesting assistance in getting a full refund and paid shipping to return the shoes.

  Business Response

  Date: 06/04/2024

  Hello *********, 

  Thanks for reaching out about your return - we've responded separately and provided a return label that you can use to send the shoes you have on hand back for credit. We've temporarily switched to a "credit-only" system, and will send a credit you can use to purchase the right size as soon as the shoes you have are sent back to us on the return: RMA #MP2220OW, using the paid label from the return; 9434609109674509894067

   Please be sure to follow-up on the open customer-service ticket we have for you: Ticket #***** so we can finish this as soon as possible - thank you!

   

  kind regards
  Nfinity Athletic

• Initial Complaint

  Date:02/29/2024

  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.

  Returned sneakers to NFINITY were received by NFINITY on 2/9. Email from NFINITY dated 2/9 stated "You will receive the store credit within 5 business days". It is now 20 days later and I have not received the store credit. I inquired on the status several times, most recently on 2/20 via email (because there's no way via phone), but received no response from NFINITY. I inquired again on 2/28 and finally received a response (from Rajiv), but I was being asked for tracking info to show item arrived back to NFINITY (why? I'm not sure since NFINITY confirmed receipt, and also NFINITY provided the tracking label!). I was able to dig up the tracking and sent proof of receipt. But since then have not received a response. I still have not received my store credit/refund for the $133.54 I spent on Vengeance sneakers. FYI the returned sneakers were not even touched. They were ordered because my daughter lost her other ones, but after we ordered the new ones, she found them! Additional info: RMA# 3BROLYBF.

  Business Response

  Date: 03/01/2024

  Hello again *******, 
   
   Thanks for reaching out about this return. The return was completed and a gift card credit was sent to your email ********************** Please check your email to find it there now. We got notice on your customer service ticket (Ticket #****** that the credit was received. Thanks for confirming this resolved.
   
   kind regards
  Nfinity Athletic

  Customer Answer

  Date: 03/01/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:02/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 an online order on Nov 9, 2023 for sneakers for my daughter. After checking my account online my order was still not showing as shipped. After 3-4 attempts to contact the company I finally got a response that my order that they had to manually place my order after it failed to be shipped.Once I received the shoes, they were about 2 sizes too big, even though I measured exactly as shown on their website and chose my size based exactly on their sizing chart. Now I need to return them to order a new size as refunds are not available. And now I have to pay to ship them back, even though they were ordered based on a faulty sizing chart. I have sent 8 emails and left two voice messages and a number of ******** messages since receiving these shoes. It is impossible to speak with an actual person and every time I send an email I have to wait up to 7 days for a response. I don't even know what size shoes to exchange these for since their sizing chart is not accurate. I just want to return these shoes and be done with this company. I shouldn't have to pay to ship these shoes back when the were ordered based on the wrong information.

• Initial Complaint

  Date:02/13/2024

  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.

  Transaction Date :6/1/23 Cost: $138.49 We purchased cheer shoes that were promoted to us that they were supposed to be a long lasting quality product. My daughter has only worn her shoes on the cheer mat no exterior/outside use has been worn. Her shoes have started to fall apart. I reached out to the company and was starting to get a quick response, shortly after they requested pictures, they stopped responding. It has been a month since I last heard anything. I tried following up with the initial email, tried submitting a new request, tried messaging the company on different social media outlets, and still no response. My daughter still has 4 months left of competitive cheer and wont be able to wear the shoes that we bought from this company!

  Business Response

  Date: 02/14/2024

  Hello ****, 

   

   Thanks for reaching out about the quality issue and sorry for the delay in resolving it. You mentioned a quality issue, and we've sent a no-cost replacement for the Vengeance size Y3 (White) - SPFY229952. Please check your email for order confirmation and shipping details over the next 2-3 business days.

  kind regards
  Nfinity Athletic

   

• Initial Complaint

  Date:01/30/2024

  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 bought 2 pairs of shoes from them. They are on different credit cards, but nonetheless bought 2 pairs of shoes from them. I emailed them because the shoes didnt fit and asked for a return for one pair and an exchange for the other because we still needed cheer shoes. I mailed them back and never received a refund or an exchange. When they didnt do anything after receiving both pairs of shoes, I asked for a refund for both pairs because at that point cheer season was almost over and I didnt need the shoes. They have terrible customer service. At this point I am still waiting on a refund for BOTH pairs of shoes in the amount of $308.28.

  Business Response

  Date: 01/31/2024

  We seek to accommodate our customers as much as possible - we offered a pre-paid return label to the customer for their error order, and have refunded (attached). The customer also exchanged for a size that was ultimately out of stock - this has also been refunded on exception (also attached).

   kind regards

  Nfinity Athletic

• Initial Complaint

  Date:01/12/2024

  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 ordered Cheer shoes for Christmas for my daughter on December 4, 2023. We received them on December 9. They were too large. On December 9 I submitted a request for an exchange on the returns portal. The portal says my return has been approved, and I have been waiting for a return label ever since then. Their return policy does not allow a refund. It only allows an exchange or store credit. There is no customer service telephone number that I can call. I have found random phone numbers on the Internet, and called them, which were ********* associates direct lines. I have never heard back. I have sent emails and chats to them, and I have received a response two times saying they will look into it by reaching out to the warehouse, then reaching out to an internal department.We had originally wanted an exchange, but this has dragged on for so long, that I would also be happy with a refund.

  Business Response

  Date: 01/12/2024

  Hello Alana, 
   
   Thanks for reaching out, and sorry for the delay in response. We have not previously seen this issue across hundreds of returns with our returns parter. We've manually issued a return label through your approved RMA, and you should see that updated in your order email (******************** - ***** **********************). 
   
   Thanks for bringing this to our attention, and please follow up here if you need any more help.
   
  kind regards
  Nfinity Athletic
  
  Customer Experience Team
  ********************** Athletic | www.nfinity.com
  530 ********************
  *******, ** *****

  Customer Answer

  Date: 01/18/2024

  They did send me a return label.  I mailed my item back. It is supposed to arrive tomorrow.  They now need to send me the new size, as I need an exchange.

  Business Response

  Date: 01/19/2024

  To the concerned: 

   We found an open return request: RMA #5X4TWFM0 for order #SPFY216700 the items from the order are in transit, but not yet returned on ***** **********************. After the items are received back in new condition with the tag on, the already-requested exchange order for the VENGEANCE 9.5 / White you selected will be sent out. This is all detailed in our returns policy (************************************************************), which you have followed so far. 

  kind regards

  Nfinity Athletic

  Customer Answer

  Date: 01/20/2024

  This is good progress. I am still waiting on the size 9.5 shoes.

  Business Response

  Date: 01/29/2024

  This exchange request (RMA #5X4TWFM0) was completed on order#: SPFY226110. **** shows delivered as of 01/27: on **** tracking# 9261290249315901401363. (screen shots attached)
  

  Customer Answer

  Date: 01/29/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:01/05/2024

  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.

  I recently purchased a pair of cheers shoes with shipping and tax that were $141.50 and ordered before Christmas. I ordered a size 4, received a size 3 in a box labeled 4. I contacted their customer service with no response for over 7 days. When a response was finally received I was told a replacement pair was sent out and I was refunded $20 for the inconvenience. I had to purchase other cheer shoes in the mean time, and last minute due to their mistake not mine. I in turn had to spend even more money. I told them I didnt not want a replacement I wanted a full refund I was told thats not their policy. I could see if it was my error but it was theirs and I had to spend more money for different shoes after I expressed to them I needed them for a cheering match that was right after Christmas. I will return the shoes I just want a full refund.

  Business Response

  Date: 01/05/2024

  To the concerned - we are aware of and are in the process of resolving this matter with the customer - details are below:

  Customer order: #**********  
  Incorrect item received
  
  

  Customer care ticket#:  Ticket #***** (customer received incorrect item)

  action taken: 

  - a return label was provided to send the product back, which has not yet been used:  (UPS#1Z3V79F69093678023)

  - a courtesy reorder was completed for the correct item, which is currently in transit: (#SPFY221996)

  - a $20 courtesy refund was completed for the customer due to delays in the process. (our current returns policy does not allow for straight refunds: ************************************************************)

  Customer care ticket#:  Ticket #***** (customer received incorrect item)

  Hello *********, 
  
  
   Thanks for reaching out about your order, and we're sorry the wrong item was received. We've taken two steps to correct this: 
  (1) we've completed a reorder for you, which will deliver in the next 2-3 business days
  (2) we've sent a no-cost return label ***** to your email that you can use to send the shoes back
  (2) we've refunded $20 of the purchase price due to the error and delay in response
  
  
   Sorry again for the error, and we hope to service you better in the future.

• Initial Complaint

  Date:12/31/2023

  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 purchased a pair of a pair of Vengeance Cheer shoes size 7 directly from the Nfinity website on 11/27/2023 for $115.44, my order number is SPFY214543. The shoes arrived promptly a few days later. Realizing that they were too small, I reached out to the company via email on 12/2/2023 requesting an exchange to a larger size (7.5). BTW, the only way to contact them is email; the one phone number says leave a message but the message box is always full. An Nfinity representative replied to my email on 12/4/2023 stating an exchange could be submitted withing 14 days of your order being fulfilled. I was told to print a return label and mail them back. I mailed them back to the company on 12/5/2023. After waiting about a week for any type of confirmation from Nfinity, I emailed the company on 12/12/2023 asking for an update; no response. I sent an email again on 12/18/2023 to which I got a response saying I could start an exchange. I sent another email on 12/19/2023 to which I got a return request number 4BXCDNQV. I then sent 2 more emails on 12/22/2023 and 12/29/2023 asking for any specific updates, but haven't heard from them. I am looking to have my exchange fulfilled as promised by the company. I understand that it is a busy shopping season; these were supposed to be a Christmas present, but there is a lack of communication from the company on my specific exchange order.

  Business Response

  Date: 01/02/2024

  Hello *******, 
  
   Thanks for reaching out, and sorry for the delay. We're following up on our previous reply from 12/19 where we found your RMA#4BXCDNQV being processed - we checked the return and found that the **** tracking label was not received back - showing an error message from 12/7. As a result, the return did not update or process.
  
   We've sent this response to the BBB as well. Unfortunately, our system will not process a return that is not received back to us. In this case however, we will approve the return and process the exchange. Thank you for your patience and understanding during this busy holiday season.
  (reference Ticket #*****)
  
  kind regards
  Nfinity Athletic
  
  

  Customer Answer

  Date: 01/04/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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.

  On 11/24/2023 I placed order SPFY211190 through their website. I paid $234.24 for 4 times. Based on the website I waited the required time for processing and reached out on 12/7 for a shipping update with no response. I followed up 12/9 again with no response. On 12/11 I did receive a shipping notification. The items arrived 12/14 and while they were 4 items in the box one was incorrect. Instead of the nfinity corset bra top (NFA-0318-70-S) we received a full pleated skirt (NFU-0311-70-S). I used the same email to reach out that day and asked how to correct the mistake. I included a picture that of the item and tag along with that request. I follow up 12/15 as I had not heard anything. On 12/18 I finally received a response where they asked me to provide information they should already have and also for a picture of the item (that they also already had). I provided the information the same day, and followed up the 19th and 20th again with no response. I also submitted a separate request on their website on 12/18 specifically using the wrong item category. I also sent a ******** message on 12/20 as some indicated they received responses that way. ******* responded of these requests have been acknowledged. At this point I am looking for information on how to get the correct item (that I will add will arrive too late) and get them the incorrect item back.

  Business Response

  Date: 12/29/2023

  Hello *******, 

   This is a reminder about communication and action that was already taken on your complaint back on 12/22. We sent you an email at ************************* the same email from your order) on ticket# (Ticket #*****), in response to your mention of not receiving the correct item(s) and being overcharged.

   (1) our system keeps record of all transactions, and we could not find where you were charged more than once, nor did we receive any supporting documents (bank statements, etc.) that showed you were charged more than once. If you have any documentation or other information supporting this, please send it, and we will address it immediately.

   (2) Regarding the item you received in error - we refunded you immediately (as evidenced by screenshot), and sent out a no-cost *** label requesting you return the item you received in error (1Z3V79F69090077768) we have not seen any movement on this label, and to our knowledge, still have not received the item back.

   - We communicated these things to you by way of email, but apologize if there was a breakdown in communication, or some other issue that you need us to address. Please follow up here, or on that ticket (Ticket #*****), and we'll do our best to resolve - thank you.

  kind regards, 

  Nfinity Athletic