Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi! Made an order through ************************** on August 18, 2024 for clothing (tshirts, tanks, and sweatshirts). Our order number is ***** and the total amount was $329.60. The shipping address and order was placed under my account ***** ****** and the order was billed to my husbands credit card- ******** ******. We received an email on August 19, 2024 that our order was packed and ready to be sent. They provided a tracking number that was with the **** and **** received our package on August 22, 2024. Our package was supposed to arrive August *******, but its tracking changed to arriving late and has now been stuck on in transit to next facility/arriving late. I reached out to Contenders Clothing through email (their website for a phone number is just blank) on August 29, 2024. Contenders Clothing responded via email on August 29, 2024, but basically said Since they were the last ones to have their hands on your package, they are responsible for replacing it if it is lost. The they is ***** The issue isI researched and believe the seller is responsible for helping resolve (refund or replacement order) and they shipped our package with neglect because they only purchased a $100 insurement with **** and our package is over $300. I have since then emailed Contenders Clothing two more times and they have not contacted me back. At this point our package is 2 weeks late and has no known location through the tracking they provided and we would just like a refund. We are hoping you can help before we contact our credit card company. Also, the tracking shows the package never even left ***** and we are in *******. The **** tracking is **********************

  Business response

  10/08/2024

  Customer did in fact place the order.  We provided the package to the carrier SELECTED by the customer which in this case was ***** You can see the original tracking here: ***************************************************************************************; Once we had the package to the selected shipping carrier, we are no longer responsible for the package. We do have other shipping options on our site but the customer selected ***** Customer reached out on 8/29.  ********************** responded on 8/29 where we suggested that the customer work with their selected carrier to see if they could get additional information about the package which was stuck in transit.  Customer responded on 8/31.  We spent time attempting to find a resolution with **** to see if the package was going to be delivered or not.  This took several weeks which is why we advised the customer to reach out to **** directly as they usually favor the recipient vs the shipper.  In any event, on 9/26, we sent out a brand new package to the customer, meaning that we lost all of the product on the first order and sent the second order as a good faith gesture. We have filed a claim with **** but we have not received any money back on this order from *****  Depsite the fact that we went ahead and sent a new package to the customer, they still filed a claim with *****   

  Further, the customer is wrong about the insurance and whether the package is insured properly.  We don't review every order and change insurance, there is a blanket insurance that is provided FROM THE CARRIER THE CUSTOMER SELECTED.  Moreover, we were very responsive and ended up sending a brand new package.  Please remove this complaint asap as the customer received their products and we still haven't received a refund. Maybe you should open a file on **** because we wouldn't be in the situation if they had delivered the package as promised.

  Here is tracking on the SECOND PACKAGE that we sent to the customer which THEY RECEIVED: **********************************************************************************

  Please let this customer know we no longer want to do business with them and they should not order from our site ever again.  We will not honor any order they place in the future.

  Customer response

  10/10/2024

   
  Complaint: 22245890
  
  I am rejecting this response because we still have 3 incorrect items from the replacement order.  I immediately reached out to ******* from Contenders asking for assistance and she said she would provide a return shipping label so we could exchange the 3 wrong items (1 wrong color and 2 wrong sizes).  She said she sent the label, but I did not receive it.  I emailed her again the next day and still have not received the return label.  Also, after numerous lies in their BBB response (I was very polite and communicated with them all the steps I would have to take if they refused to respond/help and I did NOT file a claim with **** because they told me I would only receive what was insured- $100) I truly want nothing to do with this company and will only accept a full refund and we will gladly ship back the replacement  packagenothing has been worn yet (also, ironically they chose to ship again with **** and insured incorrectly).  I have all emails available if needed of our communications.  It saddens me greatly that they think we are wrongI have email evidence that shows they have had numerous problems with **** but they chose to still use *****  USPS is to blame, but if you choose to use them you have to insure the packages correctly.  Beyond disappointed.
  
  Sincerely,
  
  ***** ******

  Business response

  11/26/2024

  We have responded to this customer on multiple occasions yet they choose to arbitrate this with BBB when we have a a responsive customer support channel.  Remember, we sent out a brand new package even though we did not receive any compensation from **** for the lost package.  In the spirit of no good deed goes unpunished, in the new package we sent - which we did not have to send - there were a couple of issues.  We agreed to fix those issues and on 10/7, 10/9, 10/28 we responded to this customer and resent the return label on multiple occasions.  No other customer has these kinds of issues receiving a return label.  At this point, we have invested countless hours, we are out an entire package and we now have to spend time responding to a complaint.  We can no longer invest any more time in this situation. The customer has been sent the return label and should check their email. Once they locate the return label, they can send back the incorrect items and we are happy to issue a refund.  We will not be sending out any more product to this customer and choose to no longer do business with them.

*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. ↩