ComplaintsforEpic Sports

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered 23 custom team shirts from this company. All 23 shirts had heat press marks, color bleed, color fade, and rear logo was so wrinkled we could not get it pressed out. Epic asked for a group photo of all shirts. Due to constraints I was unable to photograph all shirts. The photos I sent showed the same defects in every shirt. Because I was unable to sent photos of all the defective shirts my refund was denied. BUYER BEWARE!

  Business response

  06/06/2024

  Hello,
   
  My apologies! We understand how frustrating it is to receive items that do not meet your expectation. After reviewing the ticket history, this is the sequence of events I have found.
   
  You let us know that you could not hand out the shirts because they did not meet your expectation
  We asked for a photo to show us the widespread defects that concerned you.
  You said you could not provide a photo because the shirts were handed out to the team.
  We emphasized the need for a photo to equip us to help you.
  You implied you could not provide a photo because the shirts were likely thrown away.
  
  We understand you are working in fast-paced situation. Please understand, this does put an unusual burden on the service team, because the variables are changing so quickly. It is difficult to work on a solution because we have not been equipped to see the problem. If you can provide us with that picture, we’d be glad to assist you further.
   
  While it is true that customized items cannot be returned, defective items can be reviewed by the Customer Service team with a picture. We understand your urgency. This is why our service rep responded to your ticket in less than 1 business day, requesting the photos to equip us to support your needs. Additionally, for defective item claims made via our customer service portal, we solicit photos immediately because we want to solve problems quickly.
  
  At this point, we can confirm that we have received photos of at least 2 different shirts, with 1 of them showing a blemish. You have received a credit for that pictured item.
   
  We understand if the reason a picture of the group of defective items cannot be provided is because the items have been distributed to- and are being used by the team. A picture is a reasonable request, just like a chef at a restaurant who needs to see the overcooked steak before it is eaten. We are eager to resolve your concerns with a picture.
  
  If you can provide our service team with a picture showing us the widespread defects that concern you, we’d be glad to assist you further.
   
  We hope you have a winning season!

  Customer response

  06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: I sent pictures of 7 different shirts with the same defects in each and everyone. I have had enough of the deceiving statements 
  
  Sincerely,
  
  ****** *****

  Business response

  06/07/2024

  Hello,
   
  I am sorry for any miscommunication. Please understand, it is unusual for a customer to hand out shirts they believe are defective and are wanting to receive a refund or replacement for. This is not a normal situation that we deal with. 
   
  The reason we need all of the items in one picture is because we cannot tell that more than one item is defective when they are in separate pictures. The pictures, unfortunately, do not even show size tags, so we cannot distinguish the identical shirts from each other. We appreciate your understanding.
   
  If these items are in use and in circulation with your team, we understand. Please be advised, we cannot submit a refund or replacement for customized items that are not defective. You have received a credit for the item that has been pictured.
   
  As a gesture of good faith, we have applied an additional credit to your account as a one-time courtesy for the items that you say did not meet your expectation. We hope you have a winning season!

  
  Thank you for your understanding,

  Customer response

  06/10/2024

  
  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

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had to order baseball hats for a sports team the first order got randomly canceled after waiting for 2 weeks and the second time we ordered the hats they came a week and a half later and the logos look nothing like we’ve sent at all and the customer service takes way too long and I feel like if the company ( couldn’t do the design ) that they shouldn’t sent the product with a design I never even sent and should receive a refund

  Business response

  06/06/2024

  Thank you for reaching out. However, after thorough investigation, we regret to inform you that we are unable to locate an order with the information you have provided. We understand the importance of your inquiry and apologize for any inconvenience this may cause. Nevertheless, we are committed to resolving this matter promptly. To assist you further, could you please double-check the details and provide any additional information that may help us locate your order? We appreciate your patience and cooperation in this regard.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We are a returning customer of Epic Sports. We were highly disappointed and felt disrespected at how they handled our request. We ordered 30 blank shirts with 2 day shipping. When we received the package, we only received 13 of our items. We chatted with their bot on the website (which was not helpful at all), called their service number (where you are not able to speak with a live agent) and also sent an email. Finally we were able to receive a response from someone named ******, who was very passive aggressive. He took no type of accountability for their mistake and also place blame on us as the customer and UPS. He said that for them to make a mistake like that was nearly impossible. However, we expressed that we were in dire need of the rest of the items for an important event coming up in the next two days and he DID NOTHING to help us resolve the issue other than asking for pictures of the package to show it was damaged. The package was not damage and we submitted the photos from UPS. After submitting the photo we heard nothing back from him. Not even a kind gesture for us to reorder or anything. It was plain out rude and we will be sure let all of our neighboring teams know about the service we received. The treatment was completely unacceptable. & to blame the customer and say that something occurred once the package was in our possession is BLATANT disrespect. Why would we call you if we had the items we needed?! Like make it make sense. We are a business just like them. We would never do anything as such. All we want is our additional shirts that was NOT package in the order to be sent to us within the next two days so that our students can perform for their special event. Sometimes kindness and common courtesy will help your business more than anything. Sadly we did not receive any of that. Not even an attempt to refund. Instead this business pointed the finger at everyone but themselves. Mistakes happen. Learn how to put your customers first.

  Business response

  05/30/2024

  I extend my apologies for the inconvenience caused by this order. It has come to our attention that the package departed our warehouse in an undamaged state. Nonetheless, we have initiated a claim with UPS for the damaged package. Furthermore, a replacement order has been processed.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was not received. Company says it was delivered. *** says they left it at address but not received. *** says they investigated they didn’t. Send me my products or send refund

  Business response

  04/24/2024

  Hello!
  
  We are sorry to hear this!
  
  The package was delivered by *** with picture proof of delivery. (picture attached) We are not responsible for packages that were lost or stolen after delivery because we have no control over the package when it is on your porch. We appreciate your understanding and hope you have a winning season!

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received bank statement with 3 charges for 59.99.I never made or even knew who they were. I called told them a fraud has happened. An how did they get my bank card information. They refunded my account. But would not give me any information on what it was or how they got my bank information. So I can report to police.

  Business response

  04/23/2024

  Hello,
  
  We are sorry to hear this! I don’t see any orders under your name or email address, so that makes it very difficult to address your concerns. I do not see any interactions from your email address to our customer service team, so it sounds like we might not be the correct business to file this complaint under. If we are the correct business, there are limitations to what we can legally and ethically do. It sounds like you handled fraud correctly: you reported it to your bank and received a refund.  
  
  Please be advised, it would be unethical for us to provide personal information about our customers to unverified individuals. We appreciate your understanding.
  
  If you require transaction details, this is what we need to provide that information:
  
  1. Information to help us locate the transaction
  2. proof of identity,
  3. a police report; and
  4. a completed affidavit. 
  
  Send this information to our customer service team http*************************************.  We are sorry for any inconveniences that may have occurred for you.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 12 softball uniforms on 1 April; expected delivery by 12 April. Order was not shipped due to one shirt being printed incorrectly. Chatted with a customer rep and was told the shirt was being reprinted and would be completed in 2 days. Called the company and left two voicemails for the rep on my inovice. No response. Emailed the company and requested an update via their link page and received a general email back. chatted with a rep on 22 April and still cannot get an update on the shirt/order being completed. Rep stated I would need to fill out a link to have some one check on the status. Requested to speak with someone one the phone but Epic Sports does not feel they can service customers on the phone and only do things through chat. Requested to speak with a supervisor and was told he had COVID so I guess there is not another supervisor to do anything until he recovers. Rep also told me the print department is behind and I guess that was a good enought excuse. It is one shirt to finalize the order and the team would have their items. At the current rate, the order will not show up before the season is over and the customer is not going to finalize payment for an order after the fact.

  Business response

  04/22/2024

  Hello,

  Our apologies for the inconvenience and delay. Your final item has been picked for printing. We can cancel your order or finish it. If you want your order cancelled, please let the service agent know. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 7 Black Champro Sweeper jerseys from Epic Sports in January 21.2024, I had ordered white ones from another company and received those in about 1 week. Of the 7 I ordered, 2 L were dropped shipped and delivered to my Amazon hub box with 2 days. After receiving the white jerseys from the other company, I tried tracking the package from Epic Sports, because I hadn't received any tracking notifications from them. I found out that the tracking number had the packaged delivered over the weekend, but there was no picture of the package and where it was delivered. I asked Epic Sports for a picture of the package and neither them or *** could provided one. I filed a claim for the 5 Black Champro M jerseys through ***. *** is willing to pay the claim, but said they are waiting on Epic Sports to respond and they haven't done so for more than 2 months. I have made multiple attempts to call Epic Sports, but there is no way to communicate with a live person, and emails are automated. The overall cost of the 5 jerseys less tax and delivery was $42.45. All I want is a refund or the jerseys, however there is no way to interact with them. Can you please help me resolve this issue?

  Business response

  04/10/2024

  I apologize for the missed emails as we have been in communication with you about the missing items. There was a *** claim on the package that was mis delivered. Currently it appears that the replacement is en route. Your tracking information is as follows: ****************** (With the ETA of Monday 4/15)

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered uniforms for our 10U baseball team through Epic Sports. Order #: ******* ***** ***** ******** ******* **  We had a 1 day delay due to the quality of logo I had made. They sent me what they could do, and it wasn't what we wanted. They would charge us to have one of their people edit it to our liking. "Hello Lindsey, Our Graphic Artist can create a logo for you using the ideas you've already submitted. He can dedicate 30 minutes of logo work for $30. In this timeframe, he can make up to 3 modifications to get your approval. Any additional modifications may require more time and incur additional charges. To get started, we'll take payment over the phone for the graphic time. After that, our Graphic Artist will create the logo and supply the finished design to you for approval. Let me know how you'd like to move forward. Thank you, Katie" I found a website that did it cheaper and made it to my liking. After I sent it in, I got an update. Order #: ******* ***** ***** ******** ******* ** Customer Service Representative: Epic Sports Customer Service That evening I received and update. "Thank you for your Epic Sports Order *********  Your package(s) should arrive by 3/22/2024. An "In Progress" order means that it will ship shortly, but no tracking number is available yet." On the 13th I was notified of back orders and a new ETA. "Your estimated delivery date has changed to 03/29/24 Backordered Item: ******* ** *********** ****** ******** Jersey Tee / YXL / ROYAL/BLACK Click Here to Accept New Delivery Date If this date is UN-acceptable, please reply via e-mail or chat with us during standard business hours: M-F 8am - 5pm Central. Please let us know within 24 hours." I responded via e-mail like it said asking about my options since our first game of our tournament started March 25th. I received a confirmation of my email received and someone would reach out to me. I never got a response. I ended up paying $100 out of pocket to get T-shirts made last minute locally with the bare minimum requirements, because the league requires uniforms with names and numbers of certain size, etc. I received 15 emails since saying my ETA would be 3/29/24 with no new news of delay including one on 3/28. On 3/29/24 I get an email stating they missed my ETA with no new ETA. I realized there is no way to get a hold of someone over the phone. I went through all the automated systems trying to get answers with no success. I tried to go through the sales side as if I would place a new order, but was placed on hold too long before I was pulled away at my work. I tried the chat on their website for customer service as my last option. I was transferred through 3 different reps after being greeted by a bot. They haven't even started on on jerseys yet from what I was told by the first rep. The second rep came on after I requested some new from all of the generic templated I was receiving. He said they have the hats done, but tried not to send them separately, because "it would save me money". I pointed out at this point they should be responsible for the cost of sending the hats. Finally the second rep said they would send the hats separately. When still trying to get an answer for jersey, the 3rd rep came on saying they couldn't refund the shipping right now, because it would send my order slower, then ended the chat with no response about jerseys or for my response... I just want my order with answers on when we will ACTUALLY get them, and maybe compensation for the additional shirts that had to be ordered and paid for due to their failure. The level of customer service is very lacking and very hard to even get in the first place. I am very disappointed, but I guess you get what you pay for. I tried to save the parents money by going through them. I usually go through ******* for my basketball team, but the cost was too great for the parents.

  Business response

  04/02/2024

  Hello!

  Your order is scheduled for delivery today: ******************. I hope this resolves your concerns!
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a basketball hoop winch from Epic Sports on March 6. I cancelled the order on March 8 before it was shipped because a required part for use is not included and I couldn't find it online, but they didn't acknowledge the cancellation until after they shipped it (later on March 8). I returned the item (at a $60 shipping cost) totally unopened within two days of receipt. Epic Sports charged me $150 'restocking fee' (refund was $388 on a $535 purchase). Epic Sports cannot be allowed to continue this type of business practice without some notification of the BBB and potential action to stop these practices. Their rating with the BBB should be reduced to inform others of these unethical practices.

  Business response

  03/27/2024

  We’re sorry to hear this!

  I have searched our customer service portals and I do not see a cancelation request associated with this order, this customer account, the email address that you used to place the order, nor the email address that you used to generate this BBB complaint. Let me know if you find a copy of that email so that I can review our internal systems.
  
  Please be advised, returned goods is an expense to the business. Returned goods require labor, effort, and reverse logistics. Most companies will mark up every item to cover any potential return shipping or restocking fees. That means everyone pays a higher price for their “free return” goods- whether they plan on returning them or not.
  
  We understand that free returns is a wonderful perk. In order to offer it, we would have to raise our prices. We are unable to offer free returns because we do not mark up our items to cover that expense. Conveniently, by shopping with us, you saved $354.70! Free returns would mean spending an extra $354.70 on your original purchase just to save $129.57 on the restocking expense. We want to keep our prices low for our customers, so we only charge for the returns you use. This is why our customers choose to shop with us.
  
  Epic chooses to keep our mark up as low as possible. Many times that is 10%. That means only those needing to make a return or exchange pay for that instead of everyone who purchases through us. Also, any time we return items to the manufacturer that we do not store here at our facility; they charge us a restocking fee. We do not charge restocking fees for items that we are able to house locally, including our Epic brand items.
  
  If a new order is placed of equal or greater value (Within 10% of the cost of the returned items) within 30 days, Epic will credit back the restocking fee. Restocking fees are credited via an automated process that runs daily, they will show up as a second refund on your account 24 hours after the new order is placed.
  
  We appreciate your business and want to help you make the best decision for your shopping needs. We hope this information helps and finds you well. Please let us know if you have any further questions or concerns.

  Business response

  04/08/2024

  Hello!

  I am sorry for any inconvenience this may have caused. Thank you for attaching the Return Authorization to your response. As previously stated, I cannot find any record of you attempting to cancel this order. I am happy to review any attempt to cancel, if you can send me that documentation.

  We hope you have a winning season!
  

  Customer response

  04/11/2024

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

  Please explain why there would be a return authorization code sent BEFORE the item was shipped.  I cancelled the order.   I tried calling your customer service line, but was on hold for about 30 minutes before I gave up because it was 5:00 and the customer service closed at 5:00.

  Did you review the chat logs, or just take a quick look at what you thought justified your fraudulent charges?  Please explain the logic of sending a return authorization for a package that hasn't shipped yet.  You have the capability to remove evidence of the cancellation, and there WAS a status of "cancelled" on your website on March 10.  I am rejecting your response as evidence of shady business practices.  I don't expect you to show integrity now, so i don't expect any of this to be made right because you have dug a hole that is too deep.  I will ensure that all of the coaches and ADs that I speak to are aware of these business practices.  I was quite happy to be able to find the item online because I realized i would have a source for several other items for the renovation of this gymnasium.  I should have done research on BBB first, because I would have seen the issues others have had.  Fortunately, there are other companies.  You are throwing away significant future sales by trying to cover your tracks. 

  Had you said, "we noticed the cancellation on March 8, but we were unable to stop the shipment in time because it had already been moved to the shipping dock." I would have been far more open to an apology and possibly your excessive restocking fee (25%) for something that you can sell again because it was literally UNOPENED.  

  What is interesting is that the order status (attached) still showed shipped as of this morning, when it is actually returned.  I clicked on "cancel" (again) today to see what happens, and I noticed that the order date says March 20.  The item was ordered on March 6 and (originally) cancelled on March 8.  Apparently, in the attempt to cover your tracks, you failed to indicate the correct status and order date.  Maybe it wasn't you personally that (I suspect) covered up your (in my opinion) shady business practices.  Maybe it was a customer service representative that was covering their own mistakes.  I hope that the BBB is taking note of these discrepancies in Epic Sports' "accounting" for the order. 
  

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

• Initial Complaint

  03/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 3/15 with an ETA of 3/27. *** ****** ***** ** ***** **** ****** ***** **** ** ****** **** *** **** ****** *** Nothing personalized, should have been a quick pick and ship. As of 7pm on 3/24 it still shows “in progress”, hasn’t shipped. It is absolutely ridiculous to take this long to receive such a simple order. I seriously doubt this will arrive by the 27th.

  Business response

  03/26/2024

  Hello,
  
  Our apologies for the frustration with your order.
  
  You can speak to a live agent via chat M-F 8am-5pm central time. Our automated service functions are available 24/7 via Chat and our Customer Service portal. Our live agents are responding to tickets M-F 8am-5pm and our current average closure time is less than 24 hours.
  
  To facilitate a swift resolution for you, our customer service reps can be found at *******************************
  
  The Estimated Time of Arrival (ETA) given to you during checkout before order confirmation is the fastest delivery we can anticipate. We track our vendors’ current real-time delivery schedules and adjust the processing times they give us to reflect actual delivery dates, this way we are giving you an honest representation of what to expect.
  
  This ETA confirmed at checkout is processing time + shipping time based on the real and current delivery schedules of our vendors. It is the best, most realistic estimate we have to offer. Click on the attachment for more information on processing times.
  
  One of your items had a longer processing time when you purchased it, and this is why we gave you the ETA that you saw, selected, and confirmed. If you expected to receive your items faster than the ETA that we showed to you, our apologies for that misunderstanding.
  
  You are a one-day ship away from us. Our estimated ship-by date was today. Your order shipped yesterday. Here is your tracking information: ****************** **** ****** It appears it will arrive one-day early. Our apologies for the inconvenience.
  
  For future orders, please be advised the ETA that you select is the best, most realistic estimate we have to offer. We appreciate your understanding.

*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. ↩