Complaintsforgreekgear.com

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on July 14, 2022, in the amount of $100.38. In the order was a Tshirt and 2 Jerseys. The 2 Jerseys received, the material is paper thin, see through. The gold lettering on the back of the men's jersey, doesn't match the gold on the sleeves and neck. The shirts are of terrible quality. The company attempted to resolve the problem by offering 25% off my next order that they offered to honor for the next 30 days. I refused as why would I want to waste more money on products of such poor quality. Order number: #*******. Tracking number: *********************** 

  

  Business response

  08/01/2022

  Hi *********,

  We are sorry you are unhappy with the jerseys on your order.  They are a really popular item for us, and we don't receive complaints about them.  Our customer service department was correct in telling you that we don't take returns on merchandise that is personalized.  However, we will make an exception and you can return the jerseys to us for a merchandise credit.  Please return the items to:  Express Design Group, Inc., * ******** ****** ********* ** *****.  Thank you for your patience and understanding.

  Here is the link to our return policy for your reference:  **********************************
  

  Customer response

  08/01/2022

  Complaint: ********
  
  I am rejecting this response because: I do not want to order any other products from this company as the products are not of good quality. Also, on internet searches, I’ve found more reviews of the same complaint. 
  
  
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Do not do busy with this company. You can not reach a real person and just get vague emails back.I place an order ******* on 4/7 and paid extra money to receive my items in 2 days. This was very important because my son is in town this Saturday 4/16 for 2 days for Easter and I was making a Easter gift that included the 3 items. Well they sent only 1 item and told me the rest would get to by soon but not by the weekend. So they took my money for 2 shipping and they are not shipping the items I need. So basically ruined my surprise. He is heading back to college and will not have the items I bought. I bought a sweatshirt, car magnet and banner for his fraternity. The car magnet and banner will not be here to give to him. I emailed them over and over asking for an overnight mailing but I keep getting vague emails that are unrelated to my questions. They are just an auto reply and different "names" each time. They can very well send me the items overnight, but don't seem to care at all about their customers. I would go with another company if you want your order to be filled correctly. Do not shop at Greek Gear. You will not be happy. I don't plan to ever shop there again.

  

  Business response

  04/18/2022

  Good Afternoon,

  This order has shipped in two separate shipments.  A copy of the order is attached.  The customer chose 2 day shipping and each package was shipped using the 2 day shipping method.  Most of the time, we ship orders complete, but in this case it was shipped in two separate shipments to get the items delivered as quickly as possible.  In addition to the shipping method chosen at check out, the customers also have the option of choosing the production time.  There are three items on this order and three different production times were chosen:  2 working days + ship time, normal + ship time, Rush ($4.99) + ship time.  For each item you can see there is a production time before the item will ship.  The production times are detailed on the website in the FAQ's as well as within each item on every page of the website.  We understand that the customer wanted to receive everything within two days or order, but as explained that is not the option available.  We offered to ship the remaining items directly to her son and she was not interested in that.  We also offered to overnight the remaining items on the order and shared the additional cost for upgrading the shipping.  Our customer service agents as well as the customer service manager replied by email to the customer's every email.
  

  Customer response

  04/19/2022

  Complaint: ********
  
  I am rejecting this response because:

  Below is an email string (IN RED) to explain that the company did have the option to get the order to me on time.  But only after several emails AND they would charge me almost $50 when I already paid for 2 day shipping and rush order of nearly $25..

  Also, every email was (like other people's reviews indicated) like an auto generated response.  Nothing more. I asked in several emails to have a supervisor call me. I left my cell phone several times. Only to get another canned response.

  
  

  I went back on the website and did a trial as if I was ordering it again and NO WHERE did it say 5 or 7 days.  I paid for Rush order of **** on the banner plus $19.99 for 2 day shipping. Ordering it on 4/7, they lead me to believe I would have my order well before Easter 4/17.

  
  

  My son (college student) came home for Easter and I had a fun Easter **** where he would find all the Theta Chi stuff I bought. But that was not possible because 2 of the 3 items did not make it to my house and as of today 4/19 are still not here.  So my $**** and $19.99 should be refunded since I paid $25 dollars and did not get my completed order in time.

  
  

  Also, the customer service manager had the audacity to reach out to me on Friday saying she COULD mail it overnight after saying that option did not exist, BUT I would have to pay an additional $49.53 on top of the $25 for shipping I already paid.  Well the order was about $75 now she expected me to pay $75 in shipping?

  
  

  Here's just one of the last few email strings from a company that clearly does not stand by their customers and has the worse customer service I have every received. I deserve my shipping and rush order money refunded and their customers need to know that their customer service is horrible.

   Thursday April 14^th 2:26pm (from me)

  I read your email below and am still very disappointed.

  1. No where in the order did it give those kinds of times frames.
  2. It was part of a grander Easter Surprise. So no, ship to me. I believe it could still be here if it is shipped overnight. 
  3. 5 days banner is yesterday since I ordered it on 4/7
  4. Magnet 7 days would be Friday plus I selected rush on that as well and can be received if shipped overnight.

  Thursday:April 14^th 3:41pm (from company)
  I am sorry you are still disappointed regarding the ship date for this order.   The earliest this order will ship is tomorrow when the magnets arrive from our supplier, we do not do overnight Saturday delivery but will ship it two day ***  as selected when the order was placed and email tracking info at that time.   
  *****
  Customer Service Manager

  Thursday:April 14^th 2:52 pm (from me)
  *****,
  It will not get her in time doing it 2 day.  Is there a reason you wont do overnight?  I do know that option exists and costly but at this point,it is going to ruin my plan for Easter for my son.

  Again, I am shocked I am doing this over email and that your company WILL not doing overnight.  Because overnight is an option in the mailing system.

  BBB has been notified and I am not only disappointed but shocked about these whole process.

  My son goes to a very large school and most of my friends have students there. I will be sharing my experience there and BBB.

  Again, this could be rectified with the over night process that you WILL not do and is ruining my surprise for Easter.

   

  Friday April 15^th 10:18 am. (from company)

  The magnets for this order arrived here this morning, we can ship them and the flag next day ***  for delivery tomorrow 4/16 however there will be an additional shipping charge to do so of  $49.53. Please let us know how you would like to proceed.  
  *****
  

  Customer Service Manager 

  
  

  At this point, the solution is refund my money for all the shipping and rush order which is approximately $25. And I do hope the public sees this so they do not have to go through what I did this past week.
  
  Sincerely,
  
  *******************************

  

  Business response

  04/20/2022

  We are sorry that this order has not been a good experience for you.  We have credited you $25 plus tax.  I am also including the details from the FAQ's that explain our production times.

  Customer response

  04/21/2022

  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,
  
  *******************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Crest=Shield Printed Crewneck Sweatshirt in Medium. #**************************************** in jid-January/2022 online. It arrived but in the meantime I had a cornes eye transplant. I could not address the sweatshirt as a result as my vision was compromised. When I tried on the sweatshirt, it was too large. Also, it is a PI Kappa Phi sweatshirt and not a Phi Kappa Phi sweatshirt. I do not belong to Pi Kappa Phi but Phi Kappa Phi. I would like to return this shirtand get my money back. I tried to reach them by phone. I got a BBB phone number for them from the Phi Kappy Phi office. It is a disconnected phone number. I did contact them & I did get a response per email. I filled out the slip they provided and sent it back. No response. I am really disappointed. Can you help me resolve this issue? I just want to return the sweatshirt and get my money back.

  

  Business response

  03/28/2022

  The customer ordered Pi Kappa Phi.  A copy of the order is attached.  We do not have voicemail messages or emails from the customer.  The order was credited in full.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They sent me the wrong order. It is not even the right fraternity. I have tried to call all night and the line would ring and then it goes to a busy signal. I sent an email but haven't heard anything. I had even sent them a photo of the shirt I wanted. I also ordered a hat, and it did not come at all.

  

  Business response

  01/13/2022

  Good Morning,

  We are sorry for the problem with your order.  A copy of the order is attached.  You ordered two items and should have received two different tracking numbers for your order since the items did ship from different locations.  The hat is still in transit to you and shows estimated delivery for tomorrow.  Here is the tracking number for that item:  **********************.  The other item, a shirt, was delivered according to the tracking information at 5:21pm last night.  Here is that tracking number: **********************.  So if you called all evening just last night after receiving your order, no one will answer the phone.  Our customer service department is not open 24 hours a day.  We checked our phone system and it does take voicemails and doesn't seem to be malfunctioning.  If you sent an email last night, then our customer service department will respond within 24 hours.  Wouldn't it be customary to give us time during normal business hours to reply to you?  Your have given them two hours to respond this morning.  We are terribly sorry you received the wrong item.  That's our mistake and should not have happened.  We will credit you in full for that incorrect item.  If you no longer want the hat, please write return to sender on the package when you receive it tomorrow.  We will credit you for that item once we receive it back.  Again, we apologize for the mistake.
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from the company 2 months ago, never received my items. Got fake info to file a claim. Emailed every week only to receive auto generated responses. They refuse to give a refund or just actually ship the items.

  

  Business response

  01/11/2022

  Good Morning,

  We reviewed the information regarding your order.  Your order was shipped to you twice and was returned twice as our customer service team let you know.  The postal service had an issue with the address you provided us and insisted is correct.  Our customer service agents asked you to contact the postal service at the phone number they provided you so that you could get the package delivered that second time.  Our responses are not automated, we asked you for more information, let you know the address issue, as well as provided you a solution to call the post office so they could redirect the package.  We have credited your order in full.
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 items from Greekgear.com on 11/30/2021. I paid rush processing for all three items along with 2 day shipping for all. Item 1 arrived within the timeframe it should have. Item #2 was shipped USPS on 12/5 and not received until 12/15 even though I paid for 2 day shipping. Item #3 has yet to be received. After 2 weeks of back and forth emails, I cannot get an answer as to where my third item is nor can I get anyone to call me after repeated requests. The excuse is always "we are looking into this with our production team". This is totally unacceptable. Their guidelines for rush processing is 2-3 business days added to 2 day shipping, all items should have been received within a week of ordering.

  

  Business response

  12/29/2021

  We are sorry for all of the problems with your order, and the miscommunications by our customer service team.  We have credited you in full for your order.  Our customer service manager did reach out to you by phone on Monday, December 27, and left a voicemail for you.  Again, please accept our apologies.

• Initial Complaint

  11/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 25th, 2021 I had bought 4 items from the company, the total coming out to about 80 dollars. I was excited about this purchase since I had finally been initiated and could wear my sororities merch. My order number is *******. About a month has passed by and I still haven't received one of my items (the tee-shirt) and the crew neck I bought did not look the way it was advertised to be. On the website the crewneck looked black but the one I got was a light grey. The tee-shirt is lost but the two other items came in fine. It has been a month of contacting people to get a refund. I haven't ever had this much problems with a company before.

  

  Business response

  11/21/2021

  Good Morning,

  We are sorry you are unhappy with your purchase.  For the crewneck sweatshirt, the color you chose is pepper and an example of the color is found where you made the color choice for your order.  We are happy to take the item back as a return, and we will credit you as soon as we receive it back.  Please return it to the following address using ************:

  Express Design Group, Inc.

  6 Commerce Drive

  Freeburg, IL  62243

   

  The tshirt was returned to us as undeliverable.  We are not sure why the post office could not deliver one package, but delivered the other.  They were addressed the same.  We emailed you on November 8 to ask you for an updated address to resend the package.  We will go ahead and credit you for that item as well.
  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a customized hockey jersey for my son In October 2021 as a gift after his recent pledging. The order # is *******. Upon receiving the jersey there was a blatant typo of his name on the back of the jersey. It should have been his last name with II (the 2nd) but instead it was his last name with Ii (capital I; lower case i). Anyone that received the order should have questioned this before going to print. I contacted Greekgear to inform them of this mistake but they responded that the typo was made by me when submitting the order. They said they were resending me the invoice receipt which I did not receive. I am very disgusted that Greekgear did not offer any type of concession to work with me to get this matter corrected and believe that they need to change their order review process to include confirming the customizations on orders before it goes to print as other companies do, because it is common in printing for typo's to occur. Greekgear does not seem to have any policy or practice in place to deal with common situations such as this.

  

  Business response

  11/16/2021

  Good Morning ****,

  We have reviewed your complaint and your order with us.  As our customer service agent stated, the orders are printed as ordered. Your email confirmation and receipt serve as your verification of what you ordered and how it will be printed.  We do not send out further proofs for orders.  However, we understand that mistakes happen and your purchase didn't turn out the way you hoped.  We would be happy to offer you a 25% discount on a reorder of this item with us.  Please email our customer service department [email protected] after placing the order and they will be happy to credit you 25% off your order.  Thank you.
  

  Customer response

  11/16/2021

  I reluctantly accept the 25% discount offer because the shirt is something that my son really wants.
  However, after I reordered another shirt, it has been about 40 minutes and I have not received an email confirmation of that order and so I now realize that the breakdown in communications is with Greekgear. The email confirmation should come through within 10-15 minutes while the customer still has the purchase on their mind and before it gets buried in their emails. That is what happened to the first order that I launched the complaint on- I did not see a confirmation email of the purchase that would have given me time to make the correction. This in my opinion means that Greekgear should take full responsibility for the typo and not put the bulk of the mistake on the customer.
  Buyer be ware.
  
  **** ******

• Initial Complaint

  09/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have no way to contact the business efficiently. The number to express designs says to leave a voicemail but then the line disconnects .. shady. I am just trying to exchange a size & it says returns are eligible within the 15 day period, put in a request on Monday.. it’s now Friday and we have not been contacted even though the website says within 24hrs. Please respond to your message request so that I can get the correct size for the hoodie my friend gave to me as a birthday gift.

  

  Business response

  10/12/2021

  Resolved 10/3/21

  Received return request 9/20

  Customer shipped return to us 9/28

  We received return 10/1

  Our phones accept messages 24/7

  Contact us solution on website

  (see other notes on documents attached)

• Initial Complaint

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a fraternity graduation stole from Greek Gear for my sons graduation, when it arrived it was stained right on the front, it appeared to be a reddish stain that was than attempted to be spot cleaned leaving a larger water spot. I attempted to have the stole dry cleaned ($18.55) but they were unable to remove the stain. I contacted the company, I received a reply requesting verification of photos and receipt information, in order to decide on a course of action. When I replied with all the requested verification documentation, they stopped responding to my emails and I have not heard from them since. I was hoping for a refund/credit of half the stole price and the dry cleaning charge.

  

  Business response

  09/15/2021

  We apologize for the problem with your order.  We have reviewed the correspondence with the customer regarding this order, and it seems the customer did not receive our replies.  Sometimes emails end up in someone's junk mail or spam.  We are truly sorry you received an item with a stain on it and had difficulty with a resolution.  We have credited your order in full - $64.08.

*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. ↩