ComplaintsforAmericanflags.com

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about February/March 2023 I purchased 3 flags online and paid with credit card. Nearly 1 year later I received phone calls and emails stating I didn't pay the bill. The first call I was told I owed over $100, I thought it was a scam. I talked to someone there who gave a totally different amount owed and said the company they used for billing made a mistake. I've purchased from this company for many years with no issues. I'm now being threatened with 75 day late letter going to collections. I'm sending a check for $56.99 which the last person there said I owe and I'm not even sure that's correct. Very poorly run group in this case. I will be sure to never buy from or recommend this company again. Thier loss in future sales from me will be far greater than the $56.99.

  Business response

  05/29/2024

  Thank you for your inquiry. The order ************ was placed 3/22/2023 for a total
  amount of $175.34. An authorization hold was placed on the card, but payment is captured at the time orders are shipped. The items on the order shipped separately meaning 
  $114.36 was collected on 3/22/23 and the balance of $60.98 was still owed. The second item shipped 4/28/2023. A false posting was recorded on the order that made it appear paid but no funds cleared the bank due to a disconnect from our processor. A later reconciliation identified the error, and our team attempted to notify the customer of the error and outstanding balance
  for the order. At this time, the account balance is considered paid.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a flag (12/3/22) from American Flag for a Christmas gift. It was too large so I called about a return and returned it on 12/28/22. I also ordered a smaller replacement flag which we received and are very happy with.American Flag received the return on January 3, 2023 and said a refund would be sent out within 5 - 7 business days. I started inquiring about the refund on 1/26/23 and have inquired by email and phone a few times since. (See emails attached) A week and a half ago I called once again, after being told a check was in the mail weeks ago and the lady asked for my credit card information to issue the credit using that method. I asked how long it would take and she could not tell me. After I got off the phone, feeling very discouraged, I sent an email stating unfortunately if I did not have a refund on my credit card by April 4th I would regrettably have to file a complaint with the Better Business Bureau. I am sorry in has come to this but feel I have no other choice. I have asked for a full refund not the $96.73 they stated in their return paperwork. I feel at this point, after numerous emails and phone calls and over 3 months of waiting I deserve a full refund.Thank you for helping with this matter and again, I am sorry it came to this.Sincerely,*****************************

  Business response

  04/07/2023

  Hello ******************,
  I see in our system that a RMA was issued on 12/28/22 for your order ************.  We received the flag back on 1/3/23 and you were refunded on your credit card on 1/31/23 for $96.73.  I would suggest that you double-check your credit card statements and search for that dollar amount.  It might have been processed your card company a day or two after we processed it on our end.

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have double checked my credit card statements and I have not received a credit on my credit card. I will gladly submitted my statements if required. I don't understand why I would be told  that there was a check in the mail and then asked for my credit card information a couple weeks ago if your records show the credit had already been issued. I am a bookkeeper and keep very detailed records in Quickbooks of all my finances and have not received a credit yet.  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/26/2023

  *****************************,
  
  We have processed a $100.00 refund to your card today. I have attached the confirmation. Please let us know if you do not see it on your credit card in the next couple of days.  Thank you.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a flag from American Flags, ordered online, that I felt was not the quality for the money spent, and elected to return such. The company said they would send a return label (never received), but I received an invoice indicating they would refund a portion. The return authorization indicated they would refund $47.41 for the flag that I paid $65.68. I paid $6.40 on 2/15 to return the flag and have had no refund, either on my credit card, nor a check in the mail, nor any communication from them saying a refund is on the way. One person, *****, said I would get something back, but its been well over a month.

  Business response

  04/18/2023

  Dear *********************,

  Thank you for reaching out to us to try and resolve this issue. We apologize that the flag you ordered did not meet your expectations and that the process to return it was so poorly handled.  I did see that according to our credit card processor that we did make a refund to your card on 4/4 for $7.95 and on 4/6 for $47.71, we have attached a screenshot for you in hopes this will help match to your records.  I recognize that this experience did not meet your expectations or the quality of service we normally deliver.  We hope you will give us another shot in the future. 
  
  Thank you,
  AmericanFlags.Com Customer Care.

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I am not able to read any response from the company.  No matter what they have to say, they did not credit me for the amount I paid for the item.  There is nothing on their website indicating they have a restocking fee.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to reach out to americanflags.com at ************** over the course of several weeks. Each time, I was told no one was available to talk to me and that they'd leave a message for them to call me back. Several weeks later, I still haven't received a call back.This is in regards to a flag that is not even a year old that has already fallen to tatters. I would like to begin the process of obtaining a replacement or a refund, but I can't do that until I can speak to the company.

  Business response

  06/07/2022

  Hello, We had received the message from our call service that you had called regarding the wear and tear on your flag.  We replied to the email address that we have on file from your order that was made over a year ago with the "how long a flag should last" information. It was returned to us as undeliverable. As a one time courtesy, we have sent you a replacement flag but normally, flags do not last more than **** months depending on the weather and treatment. ----- **************** How long should a flag last? This is a common question we get at AmericanFlags.com and one for which there is no exact answer. The **** Government generally expects a nylon or cotton flag to last approximately 90 days, based on daily display from sunrise to sunset - but not during periods of inclement weather. Tests have shown that in some cases a flag flown 24-hours a day will last only one-fourth as long as one flown during the daylight hours only. Regardless of how well it is constructed, a flag is, after all, made of cloth and will sooner or later succumb to the elements. It has, however, been well documented that reasonably good care can contribute greatly to longer flag life. It is a serious violation of flag etiquette to fly a damaged flag. Caring for your American Flag Only flags made specifically for exterior use such as our nylon flags or Tough-Tex flags should be displayed outdoors. For the best results, do not expose your American flag to rain, snow or exceptionally high winds; these forces of nature can shorten a flag's life considerably. Should the flag become wet, it should be carefully spread out and allowed to dry completely. Never fold or roll-up a wet or damp flag. To keep its rich colors looking bright, clean your flag regularly, before soiling and discoloration from dirt, smoke, dust and other airborne contaminants "set" in the fabric. Outdoor flags can be hand-washed with warm water and a mild detergent. Do not let the flag stand in the wash water or you might experience some color "run off" onto the white stripes. Professional dry cleaning is recommended for indoor/parade flags. Many dry cleaners will clean Old Glory free of charge, especially during the period just prior to Flag Day, June 14 or Independence Day, July 4th. Do not place the flag where the wind will whip it against rough surfaces, tree branches, wires, cables, etc. The smallest tear can soon result in a tattered flag. Keep flagpole surfaces free of heavy dirt, rust, scale and corrosion that could damage your flag. Inspect your flag regularly for signs of wear and tear. In particular, look for "normal wear" fabric or thread breaks which may occur in the "fly" end. This is the end farthest from the staff. Trimming off and re-hemming torn or frayed ends will help extend the life of your flag. Also look for tears around the flag's grommets, which can lead to more severe flag damage.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a flag over a month ago and still have yet to receive it. I have called a few times with no answer. The call goes to voicemail. I want a refund as i have been charged for the merchandise and nothing has been delivered. It's a shame that many people are not getting the service their website says and most are probably veterans like myself.

  Business response

  02/04/2022

  Hello, We are very sorry but as an e-commerce retailer the best way to reach us with either our Contact Us form on our website or by email. We do state that shipping times are longer than usual given supply chain issues and if you need an item by a particular date to please let us know.  However, your flags did ship out and were delivered to you yesterday.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business has not timely responded to calls and emails - only now, when I threatened to give them a bad review and report them to BBB.I returned an American Flag and they issued credit to an invalid credit card. My bank has changed hands and that card is no longer valid. I am with the bank, under the new ownership, PNC. I need the refund issued to my new PNC card. They have not made the situation right, in spite of me informing them of the bank changing hands.It is approximately $75.00 and this happened in the past month.

  Business response

  12/02/2021

  Hello, We are sorry for the issues here but we show that the refunds were made from our bank to your banks' card and it all went through completely.  Have you checked with the new bank and confirmed that they did not get the $92.00 by 10/22/21 and the $72.00 by 11/22/21? Please let us know.

  Customer response

  12/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved bThey

  There is no such card to send refund to!!  ******** is no longer - it has changed hands.  I want to give them the new card with PNC.  I don't know why they can't understand that.  If they said "went through", cancel that transaction and put on the valid card.  

   

   

   

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/02/2021

  Hello,  The money has already left our account and PayPal sent it to your bank.  Did you actually talk to your new bank and see if they ever received any money from us? Remember there were two separate refunds.  We have no way to "cancel" the refunds as they were already processed on our end. If the new bank was taking over the old card, they must have some process in place for such things as these. Please talk to them and let us know what they say.

  Customer response

  12/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have made an appointment with the bank.  It would have been nice to have your explanation earlier, instead of ignoring me.  I will let you know after tomorrow, what the bank says.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/28/21 for 12 - 3x5 American Flags which I increased my order which I placed on 6/24/21 -- American Flags has on their Page if I contact them with a Date I NEED my Flags they will do their best to get me them by the date I need them. They ALLOWED me to CHANGE the Date and INCREASE the number of Flags I NEEDED yet they NEVER had this notice on the page when I Placed my order. Yet I know now they knew they did NOT have the Flags in stock. Now I see they are not filling other orders yet they are STILL taking orders and peoples MONEY. They do NOT respond to emails, or phone calls YET they DID respond to my request to TAKE MORE of my MONEY and have NEVER sent my flags. I have "borrowed" flags from the Fire Chief and I NEED my Flags. They have had MY MONEY for weeks and I have NOTHING. This is ILLEGAL and they need to be dealt with as I will contact my State AG. I want MY FLAGS by the end of next week the 13th of August 2021.

  Business response

  08/09/2021

  Hello, We are truly sorry for the delay, we are regularly getting in more American flags and were trying to ship them all as soon as we could.  I have refunded you in full. Aug 9, 2021 1:19:50 PM Closed Customer Notified
  Payflow PNREF: #************. We refunded $250.19 online. I’m so sorry for the delay of your order. We have them on order with all our manufacturers with a range of estimated ship dates. Unfortunately, we are experiencing issues with all of our manufacturers while they attempt to clear out a substantial backlog of orders from the pandemic. The American flag manufacturers have been severely impacted by the aftermath of the pandemic. They are all working to overcome challenges unlike anything they have ever known before.  A restricted work force and reduced machinery to provide safe working distances for the tailors behind the sewing machines and raw materials that could be hard to come by, coupled with an ongoing unexpectedly and exceptionally high demand for flags are some of the many challenges they have to overcome

  Customer response

  08/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

  I did NOT ask for a Refund and NEVER authorized my order to be CANCELLED. You have no right to cancel my order as I still owe someone 5 Flags. You have now done more of a Bait and Switch which is ILLEGAL and you have committed Fraud by taking my money and now cancelling my order without my consent. 

  I will be contacting my State AG. 

  If the BBB allows this to be an acceptable response and does not take this as a mark against you they too are complicit. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/10/2021

  Hello,  We are very sorry for the problems with your order.  You declared that we were being dishonest and questioned the legality of being back-ordered and demanded your flags by this Friday and that is completely impossible.  As we had explained, the entire flag industry is dealing with extreme delays, supply shortages, and  increased volume at the same time as fewer workers. We have absolutely no idea when the next shipment will come in, so we cancelled your order and refunded you in full.

  Customer response

  08/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You had NO right to cancel my order I NEVER authorized you to do this as well as when I placed my order you knew you had NO FLAGS. You knew you had NO FLAGS when you allowed me to change my order. You are allowing people to place orders now and you have on your page to contact you to give you a date when they NEED THIER FLAGS this is FLASE ADVERTISING WHICH IS ILLEGAL. I did as you said and you are being DISHONEST even more parking in an ILLEGAL practice. 

  You had my money for 5+ weeks you owe me INTEREST on my money. I NEEDED my flags you scammed me and you lie on your page even today you still have this  If you need an item by a particular date, please let us know and we will do our best. Take it down as it is FALSE advertising and stop taking people's money as my State Attorney General will be contacting you as you are engaging in illegal practices.  

  BBB do the right thing and lower their BBB rating as they are engaging in illegal practices and they need to stop taking orders. American Flags is American Scams and they have zero Integrity. 

  One Very Unhappy yet Proud American Veteran who has Integrity unlike American Flags 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩