ComplaintsforTen Thousand, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to formally express my dissatisfaction with Ten Thousands handling of my warranty claims for their tactical pants that are $128 each and I purchased three pairs. 1. Initial Purchase and Warranty Claim:I ordered three pairs of Ten Thousand tactical pants in different color ways. After approximately five washes, I noticed significant fading and filed a warranty claim for an exchange. The company suggested that this could be a fluke and assured me that the replacement pairs should not have this issue, advising that I could file another warranty claim if the problem recurred.2. Replacement and Ongoing Issues:I received the replacement pants on February 2024. Despite only wearing them occasionally, I encountered the same fading issue. In June 2024, I reached out to Ten Thousand requesting at least store credit due to the ongoing problem. My warranty request was denied, with the company claiming that the fading resulted from improper care, despite following their washing guidelines.3. Lifetime Guarantee Discrepancy:Ten Thousand promotes a lifetime guarantee; however, my claim for the "Tactical Utility Pant" was denied. Basic washing should not lead to such significant fading, indicating a manufacturing defect that warrants a refund or store credit.Given these circumstances, I believe my warranty claim should be honored. I request a reconsideration of your decision to deny my claim and seek a resolution that aligns with the company's stated commitment to quality and customer satisfaction. Thank you for your attention to this matter.Order: ****************** ******************** *****************

  Customer response

  08/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Ten Thousand, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************************
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  In September 2023 I was charged roughly $1000 for a custom shorts order through TenThousand.cc. They sent a payment portal through the company Plastiq. Ten thousand took 5 months to finally ship the shorts. When they finally did 4 pairs ($240 worth never showed up). I have video proof from my front porch that only one box was ever delivered. I repeatedly contacted ten thousand to let them fix their mistake and they ceased responding. I attempted to do a chargeback with ***** but too much time had elapsed since the initial charge. Following this I repeatedly explained everything to Plastiq and Ten Thousand and they have never responded. I could not even track the package to see if it was supposed to be two boxes because the only tracking provided was an empty link to the *** website. This has been a horrible experience overall with both Plastiq and Ten Thousand. I would recommend never using or purchasing from either. I have an entire email chain proving all of this, including sending ten thousand videos of the day the package was delivered.

  Business response

  05/21/2024

  The order took 4 months to ship as it was a wholesale order, which is significantly larger than a traditional order and it is not subjected to the 3-5 business day shipping timeframe. We were also in contact during the entire process. 

  We reached out to our warehouse and within our warehouse they had scans that every item was included in the package. There was only ever 1 package shipped, which can still be tracked here : **************************************************************************************************************** I've also included a copy of the proof of delivery provided by UPS. 

  Customer response

  05/22/2024

  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]

   Perfect, so you just stated your warehouse scanned it and only 1 box ever left. That explains why I didnt receive everything. You said everything is in one box but your own label disputes this. See attached of the picture I took of the label. Box 2/2. So by your own admission only one box ever left your warehouse and the rest of my items are in Box 1/2 which never left. I would like a refund for those items please. 

   

   

   

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

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I contacted Ten Thousand about a product I bought called the "Set Short" a total of 5 times over a one month period and I received no response. I had an issue where the lining on the bottom of the short was getting unglued and I followed the care instructions exactly, but it didn't matter, the lining still came off. So I contacted them to get my money back or get a replacement but I NEVER received a response. This was in November and December. I still have no response from them. I tried using their customer complaint portal, no response. I tried emailing them directly several times, no response. I am so fed up with their lack of customer service and I want my money back for the overpriced schlock I bought.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of their tactical shorts and the seams have begun to fall apart in 3 places along the sides. It can be seen that there has not been use or abuse to the shorts given the fabric itself is still in good condition. I e-mailed the company in regards to their "lifetime guarantee" for workmanship and their response was that they "offer a warranty against manufacturing flaws or defects that hinder the performance of the product". They said that the this does not constitute a manufacturing flaw and that my shorts are still function so they will not warranty these shorts because it is considered wear and tear. I asked whether or not I had to keep wearing these shorts until they completely failed before I could get a warranty and they have not responded.I believe that this is false advertisement because their website explicitly states ".. your gear is ready for anything you can throw at it. We stand by the craftsmanship and material quality in each product, as every product we build is designed to perform at the highest level. If a product you receive is defective, well do our best to make it right with another product during its lifetime." Seams unraveling would be considered defective. I have plenty of shorts from other brands which I wear more often than these shorts that are not unraveling at the seams in multiple places. This is a workmanship issue that Ten Thousand will not stand behind and warranty.

  Business response

  10/13/2023

  As the agent has mentioned our products have an average lifespan of about 2 years. This is because athletic gear endures a more rigorus environment then every day clothes. We have also explained this in our lifetime guarantee page which can be found here : ************************************************************

  Customer response

  10/16/2023

  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:

  [Your Answer Here]

   Average of 2 years means that there are some products that you expect to last 1 year and some to last 3? I think that we can all agree that a pair of shorts should last more than 2 years unless its the only pair of shorts someone wears every day. If you truly believe your product is supposed to only last 2 years then put 2 year warranty and dont plaster lifetime guarantee all over your website and pull the rug and say that the item should only last 2 years. It is disingenuous and you dont actually stand behind your product when this is a very obvious flaw in workmanship. It can be seen that the material itself has not been damaged at all but the sewing process is flawed since it is ripping at multiple places along the seams.
  

  if you wont replace my shorts, then I would expect you to at least change your website and not place lifetime guarantee all over it and market is as such and require to click multiple buttons to then find out that you think shorts should only last an average of 2 years.  

   

   

   

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

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

• Initial Complaint

  05/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I been a loyal customer to the brand buying many products from shorts to their shirts. Their shorts are some of the best for training. The shirts, specifically the lightweight shirt and versatile shirt have some defects. Now we are talking about $68 shirts here. Yes, $68. Im sorry but I expect quality, longevity, and some sort of guarantee here. I had issues with the lightweight shirt and a slight tear looking line in the chest area of the shirt after training with the shirt for almost 6-8 months. The versatile shirt has pointy shoulders and was explained to me by customer service to wash a few times and it will disappear- it did not. I reached out to customer service via email and they of course requested detailed pics, my order#, and pics of the tags. All were provided. No response via email. Followed up once; no response. Followed up via chat today and explained its wear and tear? Why is a $68 shirt doing this? I have two of them that have done this. Its a training shirt correct? Its frustrating. They offered me $10 off. How is that reasonable? Requesting $100 store credit.

  Business response

  05/22/2023

  I'm sorry to that the gear wasn't up to your expectations, however, given the provided photos that were sent in to our support team the pictures show wear and tear, the shirt appears to have been caught on something. This is not a manufacturing defect it is wear and tear and therefore would not qualify for replacement. I do apologize for any inconvenience. 

  Customer response

  05/24/2023

  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:

  This is not a wear and tear. This issue has occurred before. The shirt is supposed to live up to it's standards especially at the price point and the last time I was aware it is a "work-out" shirt for circuit type training. Very disappointed with the response and do not accept the response from the company as they do not appear to want to make it right. 

   

   

   

   

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

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

  Customer response

  06/15/2023

  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 guess the brand doesn't live up to it's motto then "every shirt has been tested to withstand over 100 pounds of pressure per square inch to ensure they can be pushed, pulled and beaten". It's also mentioned on their website under FAQs that  "as  a premium brand, we strive to deliver products of the utmost quality to our loyal customers". Shirt again doesn't live up to the expectations in terms of price and quality. 

   

   

   

   

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

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

  Business response

  06/15/2023

  Hi ****,

  We're sorry that this is not the outcome you were expecting. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a pair of shorts that cost$78. They sent me the incorrect type of shorts in wrong size, color, length, etc. they are refusing to send me the correct item.

  Business response

  02/23/2023

  We responded to the customer and provided the customer with a return shipping label to return the incorrect item. We informed the customer that as soon as the incorrect item is returned back to us we can process the replacement for the correct item. Customer refused to return the incorrect item and proceeded to use vulgar language. 

  
  The return shipping label is still valid and as soon as the customer returns the incorrect item we can proceed with either a refund or a reshipment of the correct item.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Christmas gifts from Ten Thousand with plenty of time for delivery. Shipping confirmation via **** came on November 25. The only tracking information I have after that is something that said it had arrived locally on November 28. Finally on December 12, I reached out to Ten Thousand. Not believing me nor believing it's crucial I receive the package before Christmas, they are insisting upon going through a procedure to confirm that something happened to be allegedly delivered package. (Notably, I never received delivery confirmation, which should have happened, since I received shipping confirmation.)

  Business response

  03/03/2023

  On our website it states to reach out if they feel the package was lost. When we spoke to the customer the package was in fact still in transit. We reached out to the shipping carrier and all they could inform us was that the package was en route. 

  Customer stated she was concerned the package would not make it in time for Christmas, however, the package was delivered on 12/24 : ********************************************************************************

   

  Customer response

  03/07/2023

  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:

  [Your Answer Here]

   

  Their answer is erroneous. I was NOT told that the package was still in transit. Given that it was shipped November 25 and DHL confirmed it arrived locally November 28, it's interesting Ten Thousand is trying to claim it was still in transit on December 12 when I called them. I was told--as I stated in my complaint to BBB--that there was procedure that had to be followed in the event of a lost package (which this certainly seemed to be). No one believed me that it had been misdelivered, and no one was interested in accommodating my worries that that package would arrive after Christmas when the gift recipients would have gone home. Their initial handling was unsatisfactory and so is this deceitful response.

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

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

  Business response

  03/09/2023

  We reached back out to the customer on the 20th of December with no response, however, a response was made on the day the package was delivered. Customer did not request any further actions. We've included shipping confirmations being sent on 12/24 when the package was delivered and the tracking information as well. Once again the tracking information is here : ******************************************************************************** as indicated in the timeline the package was in fact shipped on 11/26 and DHL handed the package over to **** for final delivery on 12/24. 

  During the Holidays occasionally shipping carriers do become backlogged, however, as indicated in the tracking information we shipped the package when we said we did and the only concern was that the package needed to arrive prior to 12/25 and the package was delivered on 12/24, please see attached images. 

  
  

*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. ↩