Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company makes no effort to respond to their customers or ensure the items that they send out are of quality. I received a sweatshirt that was defective due to the wording on the front being very visibly crooked. I sent them an email to state that I wanted to send it back for an exchange (same item, same size). They requested I send them a photo of the item on, which I did. They had then responded to that email stating that is how the item should be. However, An arched worded design would not be crooked in the way that it appears in the one I received. I have done my own screen printing and am knowledgeable of the process. After that email, I sent 3 more and they stopped responding to my emails with my concerns. They chose to completely ignore me! I just sent another one tonight but I dont expect a response. Im not looking for a refund, I just want what I paid for, which should not a defective item. As a consumer that should not be too much to ask. Attached you will find all email correspondence and receipts. Thank you!

• Initial Complaint

  Date:10/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They offered a sale of 50% off their Christmas merchandise with no coupon code needed and then charged full price for said items when I added a coupon code for different items.

  Business Response

  Date: 10/23/2023

  This customer ordered two items from our 50% off Christmas promotion. These were regular priced items which were discounted at checkout using a 50% off promotional discount which pre-entered in our system. These items are not marked down individually, the sale is only available at checkout and through the automatic promotion which applies in the customer's cart. Additionally, she then ordered from a Closeout Collection which offers a 70% discount code for discontinued merchandise. These are again regular priced items which are discounted at checkout, but the Closeout Collection code is entered manually by the customer. When she entered the code for the four closeout items at checkout, the discount calculated to $100.77. Since the code for the Closeout items was applied, the lesser $34.99 discount for the two Christmas items fell off her order. This was all visible at checkout before the customer placed her order, and is in compliance with our (and standard e-commerce) promotion policies. The customer placed her order, then proceeded to complain on our business social media page. Some of our customers stepped in before I saw her comments to assist her. She was told that the discounts can't both apply to the same order, but in the future if she placed two orders she could take advantage of both codes. Our small business even goes as far as to allow customers the ability to email & combine multiple orders for a shipping refund to take advantage of multiple discounts. She was also told to email and we would fix her issue because we're very accommodating. She became very outraged at the helpful comments from our customers, complaining that emailing was so inconvenient for her, posting far too much additional "work" on her end. She proceeded to carry on with her commentary and began using defamatory language like "unethical" and "bad business" regarding the policy and our company. I stepped in and confirmed what our customers had said, that the policy is one code per order and the most advantageous code took over. I also explained that even though this happened, we would adjust the order and refund for her discount that fell off. This customer is simply committed to being unhappy over her own misunderstanding, and demanded her order be cancelled. I immediately cancelled the order and told her to have a great day. 

  Information regarding our promotion policies can be found in our Terms of Service located on our website: *********************************************************.

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a sweatshirt that ended up being too big. Reviewed their return policy and asked for an exchange. It got denied and they stayed that it states that in their return policy it says their reasoning. It did not. I screen ******* their return policy and simply said I dont see it listed here nor did I before placing the order. Emailed 3 times. No one responded. Went to their ******** posted a comment. They deleted it. Went to their website again reviewed their return policy and they changed it to reflect what they told me. I have the before and afters. Terrible customer service for something I did nothing wrong for.

  Business Response

  Date: 06/07/2023

  As the customer stated, they ordered the wrong size hoodie and requested a return. Per our return policy, we accept returns on items purchased at full retail value in exchange for store credit. The customer attached screenshots of our returns policy, so I will not bother to do so. Unfortunately, this hoodie was purchased at 50% off, making it a final sale item per our policies. Due to the extreme discount of this purchase, we were unable to accommodate any return of the merchandise and the customer was upset. Our customer service team simply communicated our policy in a kind and professional manner. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20039549
  
  I am rejecting this response because:

  I attached screenshots to show that the return policy did not state what I was told by the company when asking for an exhange in size. *********** has since updated their return policy to state literally the exact words they told me. I am mad because of the way this is being handled, not because *********** thought their return policy stated it wouldnt be allowed and now Im just a grumpy customer. If the policy actually stated what I was told I would GLADLY understand. But since it didnt, and I asked to be shown where it said that, just in case I did miss it, and was constantly ignored, this is why I am mad. And I keep reading it over and over and still do not see it. BUT now if you go to their website, it does state it. I dont even care anymore at this point. But do what it known that my point is correct. UNLESS someone can please show me in the original return policy that I screenshotted that the information is there and I am missing it.

• Initial Complaint

  Date:01/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through their instagram and website. They reached out informing me that one of the items I ordered was out of stock and I could choose another or receive a refund. I choose another one quickly and pushed it through. Once I received the shirt it was not good material and did not fit me right. I reached out and asked if I could exchange it for something else. I received an email from ******** stating that I cannot return due to the discount and deal of the item. Something I was not told from the original order placed. When I wrote back disappointed that there was no other option, someone emailed me back saying "sorry you feel that way, I don't make the policies just enforce them!" Felt very dismissive and unprofessional for a smaller business. I will no longer be supporting ordering or following this company!

  Business Response

  Date: 01/25/2023

  
  

  
  

  The customer ordered a shirt during our 50% off end of year sale. The item she ordered was oversold. We contacted this customer and explained the oversold item, offering any other item of her choice or a refund. Usually, when this happens the customer will select a different item since our 50% off sale only happens twice a year. She did just that and selected a different item. We shipped her the alternate item she selected. After the package arrived she emailed and said she actually didn't like the item and wanted a refund. We obviously don't just refund items that customers have received because that's not how businesses work. My customer service associate explained to her that all items from our bi-annual event are final sale due to the extreme discount. That information is available on our website and is shown in banners during the event. The customer replied to that email stating she was disappointed and would no longer be shopping with us. My customer service associate was friendly and professional, and explained the policies exactly as they are laid out on our website. Attached are the emails between my team and the customer, as well as our "Return/Exchange Policies" as shown on our site. 

  
  

  
  

  
  
  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18822050
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********

• Initial Complaint

  Date:05/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two sweaters , one adult and one child. The total was ***** for the purchase. I never received the items. They are listed as shipped but never were delivered. I have tried contacting the company many times and no one has been able to get back to me. After reading further reviews , I see that this is a common occurrence with this company. The package was shipped April 25 ***** and I have yet to see any product. My order number was ******