ComplaintsforEpic Sports

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I think there product okay so far but when sending products for kids and family such disclose health problems like Cancer and Reproductive harms no product is safe for family and kids should not be sold before receive it and for a company that's been in business for years should know how to find better product that safe for the company and to charge return fee and restocking fee you kidding me need to update their customer service or they want be in business long they business practices are not ethical please don't buy from this company report them to the ** ******** ****** and the *** *hey are a scam if buy from them they charge you fees distortion

  Business response

  03/26/2024

  Hi!
  
  It sounds like you have a lot of frustrations, and we are happy to work through that with you. We are complying with all laws and regulations regarding our products. You are able to speak to a live agent via chat M-F 8am-5pm central time. We’re happy to address any issues that you may have or feedback that you would like to offer. 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.
  
  You are able to email our customer service reps at ******************************. We are having a customer service rep reach out to you to help you set up a return.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 12 trucker caps with my company logo on them and what I received looked like a child had made the hats. There was threads pulling out and sticking up from the stitching on a few of the hats and the logos themselves were supposed to be printed but they were done as heat transfer instead and looked like they were ironed on. The background was left on the logos and you could clearly see the outline even with black on black. Then the company refused a refund when I complained saying it was because they were customized and instead gave me credit to order from them again which I do not want to to and didn't even cover shipping so not only did I have to pay shipping on bad looking hats I would have to pay shipping again if I re-ordered. They gave horrible workmanship and horrible customer service and a horrible return policy I will never use this company again.

  Business response

  10/26/2023

  We deeply regret any disappointment caused by the outcome of this order. The hats that were requested by the customer were specifically intended to be adorned with the Direct to Garment technique. For those unfamiliar, Direct to Garment is a method that employs a modified inkjet printer to directly apply digital designs onto fabric. At Epic, we produce thousands of logos daily, making it impractical for us to scrutinize the intent behind each and every image. The image that was uploaded by the customer is the exact image that was printed for this order. If the hat featured a background and outline, it is because the customer uploaded and approved the logo for this order. Considering the customer's dissatisfaction with the printed image they provided to us, we extended a one-time courtesy store credit for their order. This store credit can be used to reissue this order due to the customers dissatisfaction or on another future order. We firmly believe that this is a generous offer, considering that the mistake was not of our making. We faithfully printed the customer's submitted image, which they approved and received a proof for.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought jerseys for my youth sports team, items showed to be available and in stock. At purchase. I paid for express shipping so I could have them quickly I was notified the day they we’re supposed to arrive they were then out of stock. On website they still claimed to show inventory and offered express shipping. Now I have no idea if items will ever be delivered I wrapped all my money budgeted for uniforms they accepted the payment for said uniforms didn’t deliver with parameters of what they offered. They continue to sell items with no stock available. I’m sitting here waiting for replenishment without having any available thing to give my kids. They took my money and I received nothing in return.

  Business response

  09/15/2023

  Hello,

  I am sorry our pickable location required replenishment and that delayed your order. I see your order has been delivered. We hope you have a winning season!
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: July 20, 2023. Ordered 17 Custom Softball Jerseys using the size chart posted on the online website. Paid $489.29 for everything. Received shipment on August 14, 2023. All Jerseys were mis-sized and way too large. Contacted company immediately. Was told to send pictures of the jerseys with a measuring tape showing size. Sent a picture of each of the 17 jerseys. Company asked to send pictures in high resolution. Again, sent pics of all jerseys. Was asked to send pictures of the tag, jersey and measuring tape. Again, sent more pics. Was told they couldn't verify the actual sizes. Sent another set of pictures of the back of jersey with the last name and number of each player and the measuring tape to prove what sizes were ordered and made. Was told they couldn't do anything because you can't return personalized items. Filled out defective merchandise form for mis-sized product. Sent another set of pictures. Have attempted emailing, chatting and tried calling. I have offered to reorder with a different vendor who might provide more accurate sizing. I even offered to pay for new jerseys if they could at least give a discount. They have ignored me and then sent a message stating the issue is closed for lack of continued communication. In addition, their product of personalizing is not up to normal standards. The name and number transfers are peeling off the shirt after washing in cold water on the delicate cycle and NOT using the dryer!!! This is NOT a good business model!

  Business response

  09/08/2023

  We are sorry for the missed expectations on this order. The garments the customer bought are two-button baseball jerseys. They are not designed to be skin-tight or form fitting. They are designed to be loose and be tucked into pants for maximum movement on the playing field. I have attached 3 photos demonstrating the intended fit of the garments. The manufacturer of the garments has confirmed that the items match their intended size.  The customer’s team will look appropriate, modern, and current on the playing field.
  
  -On August 14 Customer started service ticket, issue was entire size run was miss-sized (highly unlikely scenario)
  -On August 14 we requested photos to help us evaluate the potential error.
  
  -On August 20 customer started another service ticket and provided pictures. We were not able to see the size in any of the pictures, they were not functional.
  -On August 22 We requested photos again, clarifying that we needed to be able to see the size in the picture to equip us to compare to the size chart.
  
  -On August 22 customer replied with the same photos 3 times, requested a manager twice. 5 emails.
  -On August 22nd We clarified that we needed the size to be legible.
  -On August 22nd customer replied with a low-resolution photo
  -On August 22nd We requested higher resolution pictures
  -On August 22nd customer sent higher resolution photos. < < this was the moment we were equipped to address the concern.
  
  -On August 23rd the customer service rep marked the ticket as pending, because they did not realize the most recent photos were different from the first 4 batches of photos. < < this was a service mistake.
  
  7 days later, our service program closed the ticket and sent the closed ticket message.
  
  Customer reached out, we reviewed the new photos, sent the photos to the manufacturer and the manufacturer told us, “These are correct.  The sizing guides are body measurements, not garment measurements. The items are not defective.”
  
  The manufacturer of the garments has confirmed that the items match their intended size.  We cannot make special accommodations for customized items that are not defective. The customer’s team will look correct, appropriate, and modern on the playing field. We hope for understanding and apologize for the service confusion and delays.

  Business response

  09/28/2023

  We understand the customer’s point of view. We understand they did not receive what they expected to receive. They did receive what they ordered. We regret the items were customized because that limits our ability to make accommodations for missed expectations on accurate items.
  
  The vendor of the product states that these items match their size and description, and we agree with our vendor. We understand this customer ordered a loose-fit style shirt and considers that loose-fit to be sloppy. The rest of our customers that buy this shirt expect the loose fit. We agree with our customers.
  
  We asked this customer for pictures of the items. The pictures the customer provided demonstrate that the garment matched the size chart.
  
  Here is a brief description on Individual size charts vs Garment size charts that could help inform future purchases:
  -An Individual size chart is comparable to actual body measurements and the recommended size associated with those.
  -A Garment size chart is the literal size of the item. There is a variance of an inch associated with any apparel item, you can compare the garment size chart to an item you currently own.
  
  We regret the customer ordered the sizes they perceived to be the recommended sizes and did not like the results. We cannot be responsible for accurate items that arrived according to the customers instructions. We appreciate their understanding.

  Customer response

  10/05/2023

  As you can see by these pictures of the players wearing these YOUTH SIZE jerseys, these shirts are much too large!  Even when tucked in, they are too large to make comfortable throws, swings of the bat and fielding.  The large size of where the shoulders come down, hitting almost at the elbow, and the amount of material under the arm pit, does not allow for the accuracy needed while playing the game of softball.  Another huge problem is when tucking in these jerseys, the numbers are below their waist, so the idea of paying more money for numbers to be added for scorekeeping purposes is ridiculous.  Lastly, the excessive amount of material needed to tuck into softball slider pants, which are made to run snug, is much too uncomfortable for the girls to wear.  All I wanted from Epic was to redo our order in another shirt from a vendor that provider sizes true to what was noted for online ordering.  Epic would not work with our team because these were "personalized".  When using an online vendor to order jerseys, every customer is going to "personalize" their jerseys.  Therefore, this misleading practice of Epic to not allow exchanges or refunds for anything personalized is Epic's "loop hole" to get out of terrible workmanship.  I would highly warn anyone from using this company.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for customized shirts on 8/18/23. A day later they contacted me asking to send another logo because the original logo had low resolution. I did so. Upon receiving the items the customization had been altered and printed completely wrong. Epic Sports did not contact me to let me know that the image that was uploaded would be printed smaller than Requested. The customization was to go across the entire front of the shirt. They sent me shirts with the logo in the top left corner of the shirts. After contacting them they refuse to refund me my money because of it being customized despite the fact that they did it wrong. This was for a business and I have customer’s who paid for items and are now waiting on an order that is wrong. This was not due to anything done on my end. They have very poor communication and customer service is absolutely horrible. I should get the items I paid for or my money back. Attached are photos of what was ordered and what they sent.

  Business response

  08/31/2023

  We are sorry to hear this!
  Please be advised, we are not able to determine intent, we are only able to print the image files that customer submits, previews, approves, and receives an invoice for. The first logo the customer submitted, previewed, and approved was a low-resolution file. We request a minimum resolution of 1500 pixels on one side. The customer’s file was 256 and the image was blurry when observed at full size on the computer screen. This means, it would be blurry when printed. Our graphics team recognized this as likely unintentional and declined to print the image.
  
  The customer submitted another image that was over the 1500 pixel minimum. The customer approved this image and received it as a proof on an invoice. This image file is what our team printed.
  
  Since the customer was unhappy with the results of the printed image that they gave to us, we offered a one-time courtesy store credit for the customizations on their order. They can use this store credit on any future purchase. We believe this is a generous offer for a mistake that we did not cause. We printed the customer’s image that they submitted, approved, and received a proof for. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  8/17/2023 I purchased 24 football duffle bags. A few of them had holes and some were missing straps. I reached out to the company on the 22nd about the issues a requested a refund. They stated the vendor will ship out new bags, I replied with my original request of a refund not a replacement. They have not respond to this request as today is the 26th.

  Business response

  08/28/2023

  On Tuesday August 22nd, the customer contacted our Customer Service Team regarding 2 bags with holes. Within 1 business day, the customer received a response from our service team.

  The customer followed up with an additional question that same Wednesday. Again, within 1 business day, the customer received a response from our service team. 

  The vendor fulfillment warehouse mistakenly sent a replacement order, the customer reiterated they wanted a refund on Thursday. On Friday they complained about the lack of timely responses. We do not work Weekends. Today, Monday, they are again in communication with our service team and it appears they will be able to finish the resolution.

  Business response

  09/15/2023

  We're sorry to hear this! 

  I don't see any orders under this email address.

  Happy to hear you received your refund!

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20525207, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ******

• Initial Complaint

  07/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  It is impossible to contact this company, ******* * *** ***. I ordered a handbag for my wife on 06/25/2023 and paid an extra $** to deliver on the 06/27/2023 and nothing. I have read their excuses on your Better Business Bureau and their excuses are totally **** ****, they should be shut down and fined big time. I just know I will never see the hand bag or the $****** I paid for bag and shipping. * **** ***** *** ***** ******* **** *** ******* *** ***** ******* I just do not know why the government keeps letting this people keep on stealing money, thanks Van. 07/03/2023

  Business response

  07/03/2023

  The order was placed online on 6/23/23 with an ETA of 6/27/23.  The customer states it is impossible to contact us but customer service is available via online chat during regular business hours or email.   At this time, there is no log the customer attempted either.   We only provide estimated time of arrival, not promised or guaranteed delivery dates as there are too many things outside our control.  In this case a PO was sent to the vendor, ******** on 6/32/23.  At this point we have not received a tracking number.  I have contacted them to request a tracking number or cancellation if not shipped but with it being a holiday, it may be 7/5 before I get a response.  

  Customer response

  07/03/2023

  
  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,
  
  Van ******

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/28 I paid for my order & stated deadline of 3/18 (production 1-2 business days + 4-6 business days – max 8 days, completed 3/10 at the latest, est. delivery 3/14, ) I received a confirmation text & replied with my order # to receive updates but never any. (Attached) Over the next weeks I received 2 boxes of pennies (w/ *** tracking) and boxes of balls (w/o *** tracking – attached) showing that the balls never tracked. This led me to assume the jerseys, socks, ball bags, and captain bands were in route also w/o updated tracking. On 3/14, the date I expected the delivery of the items necessary for the tournament, I received an e-mail that my order was delayed. They said there were 4 misprinted jerseys that were being fixed that day, and there was nothing that could be done because the label had already been printed. This was not true as my order arrived in TWO packages, one containing only socks that could have been shipped sooner. I collected $***** for the jersey kits (2 jerseys & 2 pairs of socks each), that were to be used 3/18 and was left with hardly any time to change plans. To order supplies from ****** ( t-shirts, iron-on numbers, & socks would total $***). Epic Sports was EXTREMELY negligent with my order. There is no excuse to hold on to over 165 items that are ready to be shipped ($***** value on $***** order) without consulting me. I requested $*** (**% discount to the late items only) be refunded to the charged credit card so that our newly founded club was not out all this money, but was ignored several times. My final follow-up included the following: "I wanted to check in one last time to see if you are willing to reach a compromise, even offer store credit, to partially make up for the mistake detailed above and in several other e-mails before I take the next step of action,” e-mail was confirmed received, but I was ignored again. I am in need of assistance in making this right for our club. Epic Sports has been extremely unhelpful.

  Business response

  06/09/2023

  The customer placed the order on 2/28 with standard shipping and an ETA of 3/14.   That was only an estimated date.  We are not able to provided promised or guaranteed delivery dates.  Some items were shipped directly from the vendor and delivered on 3/2 and 3/7.  There was an issue with printing and more jerseys had to be pulled to reprint.  The order was shipped on  3/15 and shipping was upgraded to 3 day at a cost of $****** which Epic covered.   Epic made every effort to get the order shipped out complete as quickly as possible.  

   

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2023 $***** Order #******* I expected a hat I designed and they messed it up. Would not give us a refund ** ********** ****** ******** ***** ** * ******** *** ** ***** ******** ******. **** *** ****** ********* ** *** ********. They acted like I didn't exist USPS shipping **********************

  Business response

  06/06/2023

  The customer set up the order online with the logo provided.  We print exactly what they send.  From what I see the order was processed and shipped correctly.  

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Joshua *****

  Customer response

  06/06/2023

  The *** came A dark orange when my original was a solid red. Also the saying "It's ok to not be ok" only came out as the top half. The bottom half "to not be ok" did not print on the hat. Looks like it has been halfway scrapped of and is unintelligible. **** ** ********** ****** ******** ***** **** *** **** ****** ** **** ** ****** *** ******* * ** ******** ****** ******* ***** **** ** **** ******* ****** *** ****** * ******* I am going through BB first but my next stop is my local ********** ** State office to advocate on my part if this is not resolved. This has been and will be a bad move to get into laws I have used before. Negligence!!!!!-

• Initial Complaint

  05/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number *******. We are a nonprofit youth track and field organization. We placed an order for our singlets. I did paid extra for next day shipping so it would come in on Thursday since we were leaving Friday to go out of town for a meet in *****. We have always used epic sports to get our uniforms as they are the cheapest place to go. We have never had any issues that weren’t resolved right away. I got an email on Wednesday at 4pm that the order was being placed on hold until I resubmitted since something was out of stock. I got out of my meeting and immediately sent it but was then told there was no way to get it in time. I got on the chat as that is the only way to talk to someone. I was told there was nothing we could do since we could not modify the order or the shipping in anyway. I asked for a supervisor and was told one was not available then I asked for the info for the company they were getting it from and was told I could not get it and there was no way to contact. The last thing I wanted was for the uniforms to come in and sit on our porch all weekend with the storms that were coming through. We were not planning to get back until Monday afternoon. I was very upset this was happing but was given no options. I got a message Friday afternoon that the package was delivered. We came back on Monday and there was no package. I went to all of our neighbors and called the city office. I went to the post office and nothing, no one had our package. I got on another chat with Epic Sports to see what my options are and they said if the package was successfully delivered they won’t do anything! Our kids now do not have uniforms for the season. This is all on Epic Sports. They knew about the situation before hand, I paid extra to make sure it would come before we left. This is on them.

  Business response

  05/16/2023

  Customer placed order on 5/9 with an ETA of 5/11 with one day shipping.  On 5/10 the vendor notified Epic 0 of 3 on ****** were available.  The customer went online and removed those items and the po was resent to the vendor.  The ETA changed to 5/12 which would have been on the update invoice emailed to the customer.  The package tracking shows it was delivered on 5/12.  If the customer was not going to be home, they could have contacted *** to hold for pick up when they returned.

  The first time the customer contacted Epic was via the chat bot on 5/15 but did not chat with a live person.  The customer then emailed customer service on 5/15 stating they could not find the package.

  What the customer was sent in an email was the following....

  The package was delivered via *** 5/12/23 . Please be sure to check with your neighbors, house mates and your local delivery office. See if any of those parties have received the package on your behalf. This is often successful in resolving delivered packages that cannot be found. This is the fastest solution I have to offer, and one that you can try immediately. 
   
  Please be aware, if the package was lost after it was delivered, or if it was stolen, the delivery company will not be responsible for the package after successful delivery. 

   

  I do not see any other communication the customer refers to in the complaint.

   

   

  Customer response

  05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This is not true about the autobot! I even put the messages in my attachments. After I said yes to the order when they said some was out of stock and I got a new notification of the delivery date change I contacted them immediately. I was told numerous times there was nothing we could do. If I was able to hold the package with *** I should have been notified of that then!
  Sincerely,
  
  Jessica *******

  Business response

  05/17/2023

  That screen shot form the chat dialog is not showing up on the account.  If the order number wasn't used it may not attach.  I searched using the order number, email address on the order and customer name and do not find the chat log.

  We typically do not have to inform customers how to have a package held for pick up if they are going to be out of town.  

   

*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. ↩