ComplaintsforEpic Sports

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 10/4/2021. I paid for upgraded shipping. It was shipped in two separate orders. One of the order shipments was staled at ****** on 10/8/2021. I contacted ******, who indicated the package arrived as a label only, no package. They returned the label to the company. I have attempted to contact the company multiple times regarding this portion of my order; however, I was unable to make any contact. I have been directed toward and online "bot" and asked to send an email. I have had no response via email and no assistance with the online BOT.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/20) */ I am sorry for the delay with customer service. They are working hard to get caught up on email responses. I do see something happened with *****. We have to file a lost package investigation with them. As soon as we are notified it is approved we can issue a refund or replacement. Please respond to the last email received from customer service with any what your preference is or any additional information

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction September 2021. Cost $**. Ordered Adult Small baseball pants. They sent me Youth Small baseball pants. I'd gladly return (needed return slip) and nobody contacted me back until October 2021 stating they are giving me a refund of $**. I think they are doing this to keep people's money. Why not send the correct size, and if their mistake send return slip? FULL REFUND should be applied.

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/08) */ A full refund was issued on 10/6/21. Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no credit on that date from Epic Sports. Today would be one week and nothing still from them. Business Response /* (4000, 9, 2021/10/13) */ Please check with your bank/credit card company. Trans ID Invoice Number Trans Status Submit Date Customer Card Payment Method Payment Amount Settlement Date Settlement Amount *********** ******* Refund 07-Oct-2021 05:02:06 *******, CHRISTY * ******** USD (****) 08-Oct-2021 00:11:18 USD (****) *********** ******* Refund 07-Oct-2021 05:01:30 *******, CHRISTY * ******** USD (*****) 08-Oct-2021 00:11:18 USD (*****) Consumer Response /* (2000, 11, 2021/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally received $***** as of yesterday 10/13/21.

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered some football pants from Epic Sports in ************. They will not respond to my emails, their "Chat" function doesn't provide answers and they have no phone number listed on their website.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/10/04) */ Please understand your CSR are extremely busy and responding to emails as quickly as they can. I've sent you a an email requesting a picture showing the waste measurement of the pants. From there we can best decide how to resolve this issue. Consumer Response /* (3000, 7, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I replied to this business with the photo on 09/28/21, a week ago. They have not responded in any way since then. Business Response /* (4000, 9, 2021/10/08) */ I see pictures attached to the order but you cannot measure the out side since there are pads that are built in. The inside would be much smaller. An email was sent responding to your email on 9/7 by CSR stating the pants are correct and they sent you a return authorization. Consumer Response /* (4200, 11, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed their directions on their website for how to take a photo of the pants. I never received an email from them on 09/07 and none of the emails I have gotten have included a return authorization. They sent me an email on 10/08 saying they would provide a refund but I have not received it yet. Business Response /* (4000, 13, 2021/10/15) */ The return authorization has been sent twice. I will resend it. You will be responsible for the return shipping. Consumer Response /* (4200, 15, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have yet to receive a return authorization. I should not have to pay return shipping as the size guide on their website was wrong. They emailed me and said they would provide a refund on 10/08/21. As of today, 10/25/21, I still have not received this refund. Business Response /* (4000, 17, 2021/11/01) */ An email was sent responding to your email on 9/7 by CSR stating the pants are correct and they sent you a return authorization. I have resent the RA for the 3rd time. Please check your junk mail or spam folder. Consumer Response /* (4200, 19, 2021/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Every return authorization they have sent me has an expiration date which is prior to the date it was sent. I chatted with them online and they acknowledged again that their sizing chart on their site was wrong. I received a second email from Morgan stating that I would receive a refund - first email on 10/8, second email on 11/2. I still have not received the refund. It should not take more than 2 months and hours of my time to get a refund for pants that are the wrong size. Business Response /* (4000, 21, 2021/11/08) */ You have been resent the RA several times. if the exp date mattered we would NOT send it to you. Just send them back or keep them. Consumer Response /* (4200, 23, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They acknowledged again that their sizing chart on their site was wrong. I received a second email from Morgan stating that I would receive a refund within 2-10 days - first email on 10/8, second email on 11/2. I still have not received the refund. I should not have to pay return shipping or restocking fees since this was their error. Business Response /* (4000, 25, 2021/12/01) */ Please check your account as a refund was processed on 11/2/21 for $***** Consumer Response /* (2000, 27, 2021/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took more than 2 months and many hours to get a resolution, but they finally gave me the refund they promised.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order merchandise from them beginning of Sept was told would be deliver within 5 days, still do not have the items. There is no way to speak to someone and get a resolution. They return emails, texts or chats.

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/09/29) */ When you entered your information you listed ******* as your state. It looks like it should have been ********. Your packages were returned and I've issued a refund less shipping costs. Consumer Response /* (2000, 7, 2021/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) they magically had the items that were returned to them and credited me back after my complaints were filed. This business has no way to communicate with them in person its either automated email or chat

• Initial Complaint

  09/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an online purchase on September 9, 2021 and paid for expedited shipping, which would have put my order being delivered September 15th. I have tried to contact the company several times and they don't have human people that you can talk to. They only have a chat agent. Every time I have tried to communicate I have been shut off and nothing is being done about this. I need my order, I have a customer waiting for their purchase and I can't conduct business because EpicSports will not do their part.

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/09/22) */ I'm sorry your order is late. Please understand the current environment has hit may companies very hard. You placed your order on 9/9 and we sent the PO to ************** on 9/10. Unfortunately they are struggling to get orders out in a timely manor. That is one of the reasons we only provide an estimated delivery date not guaranteed. With so many vendors having shipping issues our CSR are swamped and many times do not have the detailed answers customers are wanting. I'm sorry. Please remember that we only sell retail and any agreement you have with your customer is between you, not Epic. Your order will ship out as soon as possible and a tracking number will be emailed to you. Consumer Response /* (3000, 7, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need to know when or IF I am going to get this order! I have customers waiting on it. Business Response /* (4000, 9, 2021/09/24) */ Your shipment ************ Estimated delivery Friday, September 24 by 7:00 P.M.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order for 6 volleyballs on 8/16 for $*****. Original tracking had them shipped out 8/17 set to deliver on 8/26. *** had no record of the shipment and deemed it "Lost." We waited an extra 2 weeks before contacting the company to see where they were. My Assistant Director called the "sales" line and was on hold 2 times for 30 minutes. She finally gave up. She's emailed the customer service line numerous times. We've used the chat feature that they promote for issues. In my personal experience, they tell me to use their lost order report online (which we have) and then disconnect the chat. I went on their ******** page to see if I could find more contact information*****************************************. All we want is a refund at this point. ( It will not let me upload the evidence, but happy to email it!)

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/16) */ There are no orders under this email address. I need an order number or the email used to find the order. After some digging I found the order under ****************************. Customer service is only available via online chat or email. I see CSR issued a full refund on 9/15. The vendor just received the *** claim on 9//14.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 8/28/21 i placed an order with Epic Sports for a variety of item, all for a youth softball team. Amongst the order was 13 jerseys. I paid ***** for expedited shipping. In order to get the jerseys in time to get them printed for the first game. The order for gave the date of arrival as 9/1/21. Only three of the jerseys came with the shipment when i tried to talk to some one i was sent to a portal to fix it. I received nothing back for several days, and we passed the threshold to wait for a new shipment. I went ahead and purchased some other shirts locally and continued to wait for the reply. Once it came i responded that I no longer wanted the order but just wanted to cancel. All I received back was the confirmation that the message had been received. Today i was notified that the jerseys have been shipped, they wont cancel the order, and are charging me a restocking fee if I return them. I need a full refund for the jersey no restocking fee, including the 3 already here.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/15) */ I need to clarify some information. I see the order was placed online on 8/28 with an ETA of 9/1 using 2 day shipping. I see tracking numbers and 3 packages were delivered on 9/1 and 1 package delivered on 9/2. On. 9/3 we did refund your expedited shipping down to standard. I see you stated you were missing the following items. Qty 4 **** ******* Ladies Girls Wicking Attain JerseyRED GM Qty 3 **** ******* Ladies Girls Wicking Attain JerseyRED GL Qty 1 **** ******* Ladies Girls Wicking Attain JerseyRED WS Qty 2 **** ******* Ladies Girls Wicking Attain JerseyRED WM I'm confused because those were shipped using the tracking number ****************** which was one of the 3 packages delivered on 9/1. Did you not receive that package? If you did, what was in it? It does look like CSR worked with the vendor to get the missing items shipped out. Any items you need to return you can set up online. I will make a note to waive restocking fee. Consumer Response /* (3000, 7, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The package contained two pairs of Football Pants. I will return those with the Jerseys. The items that are being returned should not have been sent. I just need to make sure that a full refund includes the return shipping. Business Response /* (4000, 9, 2021/09/23) */ ****************** del 9/1 10 jersey ****************** del 9/1 3 jersey ****************** del 9/1 13 belts ****************** del 9/2 13 socks/12 pants Consumer Response /* (4200, 11, 2021/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The package that states 10 jerseys actually contained 2 pairs of football pants.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ******* Placed an order on 8/24. Card was charged $***** on 8/25. Received an email that the order was "shipped" on 8/25. Epic Sports falsely creates a shipping label for the product so your card gets charged when they don't have the items in hand. My particular order was from ************ and "fulfilled" by Epic Sports. They do not have a customer service phone line. The "bot" on the site is useless. The customer service "live agents" reply saying "too many people are chatting and they can't answer your question". It gets escalated to someone named Aidan and he somehow spends 24+ hours on a single urgent ticket and the CSRs say "he's going to work on yours next" or "will contact you by the end of the day". 1. Why did you charge my card if you don't have the product? 2. Why was the shipping time 7-10days, when you don't even know where the product is or when it will be available? 3. Do you have 10,000+ orders a day and are incapable of hiring a CS staff to answer questions?

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/10) */ I see the CSR has been communication with you. Customer service is only available via on line chat and email. We find that we can serve more customers this way. It becomes difficult when a customer continues to send new emails instead of replaying to one already sent. Although we have 750,000 sq ft of warehouse space there is no way for us to stock everything we sell in house. That means we work with over 300 manufactures/vendors. Some will ship directly to our customer some will only ship here. As in your case, the vendor ships direct. That means Epic did not produce a shipping label just to fool you. In fact with the best information we had, your product was available at the vendor location. You placed your order on 8/24 and we sent the PO over to the vendor the same day. Part of why we provide an ETA instead of a promised/guaranteed delivery date is there are far to many things outside our control. I'm sorry the vendor has not shipped your item but our CSR have communicated with them to get this resolved. Please understand that Epic and most of our vendors are doing the best they can in this Covid environment. Everyone struggles to keep or gain enough employees. To give you an example we had 4 people that were hired and were to start this week that simply just didn't show up. Please be patient. Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to reach out in multiple different ways because your customer service reps weren't providing helpful responses in a reasonable amount of time. When a customer places an order, they are required to have a legitimate means of payment IMMEDIATELY. The vendor should hold up their end of the exchange by ensuring a product is even available. Rather than assuming the product is available and providing an ETA, tell the customer, "once the product is shipped , your card will be charged". It is not a customer's fault that the company they're purchasing from has supply chain or employment issues. Even in your "formal" response here, I see that this company has a hard time understanding what good customer service is. I suggest reaching out to an external company for some help in this arena, it will take time and patience to improve. Were you patient in collecting my money? No, you collected it immediately when the shipping label was created. The shipping label generated for a product that you or your vender doesn't seem to be in possession of. I will submit a request for a refund. Wonder how long that will take! I can **be patient** and find out. Business Response /* (4000, 9, 2021/09/14) */ You do understand Epic is not producing shipping labels for our vendors. Also the issue was not that we didn't know. That vendor shares their inventory with us electronically. So if they have 10 or less of an item it drops off of our website so it can't be ordered. We started communicating with the vendor on 9/7 and did not get a response from them other that their generic response until Sunday. At that point they stated they were shipping out the missing item.

*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. ↩