ComplaintsforRally House

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a hat online. I immediately realized it was being sent to my old address and canceled the order immediately. I received a notification the next day that it was being shipped anyways to my old address even though I canceled. Online agents told me to call ***. *** says there's nothing they can do; it's the shipper who has to change it. The agent also told me it was in transit when *** said they only printed the label and it shouldn't be a big deal to change it. The shipment continues to be delayed in the meantime. I was hoping to have it before I leave town on Saturday. Had I known this was going to be such a hassle, I would have purchased in store and saved the $7 on shipping. I want a refund and canceled order or ship to my current address by Friday.

  Business response

  06/05/2024

  Good morning ********,

  I apologize for your less than pleasant experience.  I will take ownership of this and make it right.  We will refund your purchase.  Depending on your card you may give it anywhere from 2-10 business days to see the refund post to your account.  Also, here is a 25% off coupon code for use on a future purchase.  Thanks again for your patience and allowing us to correct the situation.

  **************

   

  Thank You,

  ***** *****

  Rally House

  Director of Customer Service

  *********************

   

   

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  - ordered on 5/10/24 Paid $168.62 I ordered the following ***** ****** Fresno State Bulldogs Grey Performance Short Sleeve T Shirt Size: 2XL Qty: 1 $35.99 Shipped ****** Fresno State Bulldogs Mens Navy Blue Sideline Knit Shorts Size: XL Qty: 1 $59.99 Shipped ****** Fresno State Bulldogs Mens Navy Blue Legend Shooter Long Sleeve Hoodie Size: 2XL Qty: 1 $64.99 I only received one item, but they claimed to have shipped all 3. The one item that arrived had a package slip indicating only one item had shipped. I contacted the company and they indicated all the items had shipped and delivered by proof of a photo from UPS and to contact them. Yes UPS did deliver the ONE item but I am still missing two as they were never shipped despite their claims which can be proven by the package slip and one tracking number provided. They have not tried to resolve the problem, blamed UPS, and are now ignoring me. Order Number ******** Additionally, the quality of the product I did receive is terrible.

  Business response

  06/24/2024

  Hello *****,

  Sorry for the issue you experienced with your order.  We are looking into why the two items did not ship.  Once we have more information our customer service team will reach out to you directly.  

  Thank You,

  Rally House

  ***** *****

  Director of Customer Service

   

   

  Business response

  07/01/2024

  Hello and thank you for the response *****. After some research it would seem we were still waiting on the vendor to get back with information regarding the shipment. Vendor was out of stock of the remainder items and was awaiting shipment to finish the order off. After the label had been sitting waiting for said shipment a "cancel remaining order" request was sent to the vendor. At which time a refund for the remainder of the items on the order to be refunded. Which has since occurred. We certainly apologize for the lack of communication and we hope to strive to do better in the future! 

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was still overcharged for the item I received. I paid tax on all three items as I stated in my previous response.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I cancelled this order and was only refunded $15 out of the $60. I never received the item and contacted ****** and they said Rally House needs to refund the remaining balance of $45 which I am still being charged for. I included screen shots below for reference. Order Number *******

  Business response

  05/08/2024

  I am very sorry for the error on part. The refund of $60 was submitted immediately but did not go through and we did not catch it. We have a new merchant processor now and have a concrete process for refunds that are in an error state, as sometimes happens. On 4/13 a dispute was submitted to ******* by the customer, but it was only for $15.00. We did not argue the dispute so the customer was issued the refund of $15.00. I have gone ahead and refunded the remaining $45.00. Again, my sincerest apologies for the error.

  Thank you,

  ******* *******

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  [BBB transcription, see attachment] I purchase a sweatshirt a Rally House on 11-11-2023 for 69.38 At Rally House but it was on sale for 54.99 the sale person told me I have to paid for it again that I will receive my refund back in my account in three business days it Dec -11-2023 I have not received my money yet

  Business response

  01/08/2024

  Thank you for reaching out and we apologize for the experience you had at our Macedonia location. After looking into your transaction history a refund was processed back to your original form of payment on 11/11/23. I have attached a copy of the return form from our payment gateway that you can provide your Bank/Credit Card company for them to look into further.

  Customer response

  01/10/2024

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

   

  I did not receive the money please send the documents showing the gateway that the refund was sent 

  I can look on my phone I went up there several times as well 

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

  Business response

  01/22/2024

  Hello,

  I have provided the customer with the requested information showing that there was a refund processed back to their card on 11/11/23. I am unclear how to proceed from here, can you please assist.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contacted Rally House in August about an item that I did not receive. They said that I would receive a refund in 5 business days. Here it is well over a month later and no refund. I have made several calls to customer service about my purchase and now the company refuses to replace my item from order number ******* or issue a refund.

  Business response

  06/05/2024

  Hello *****,

  I just started with Rally House and I am reviewing concerns.  I understand you had an issue with the shipping of an online purchase in the fall.  Please reach out if this has not been resolved.  Also, here is a 25% coupon code for use towards a future purchase on rallyhouse.com.

  Coupon Code: **************
  

  Thank You,
  

  ***** *****

  Rally House

  Director of Customer Service

  *********************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered $200 some worth of items. They never arrived. I contacted rallyhouse, they said they were looking into it, zero follow up, i reach out again, the same answer, i am told by Friday i will have an update, another week goes by, zero update. I contact them and they said oh, there's nothing we can do. Awful customer service, zero follow up, so poorly ran. Scam. Stay away.

  Business response

  02/23/2023

   This is a response from Rally House regarding complaint ID *********
  We value all our customers at Rally House, and go to great lengths to ensure each interaction is a positive one.
   However, we are suspicious of the validity of this claim.
   This customer has claimed her only previous order with us went missing as well.
  The details of the customer’s currently disputed order are as follows:
  Sales Order ******* was placed on 1/5/23 for $280.60.

  There were five items in the order.
  One item was out of stock. Customer was refunded $42.19 on 1/5/23.

  The remaining four items were shipped via ***. There were two shipments.
  The *** tracking numbers were ****************** and *******************
   Both shipments were delivered to ***** ***** *** **** *** ***** ********* ** ***** on 1/11/23 at 11:22am.

  Customer response

  02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  Being suspicious because my first order you stated was the wrong order, so they refunded it. All discussed over chat, i was promised i would be refunded by two different employees
  Regards,
  ***** *****

*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. ↩