ComplaintsforCapelli New York
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Complaint Details
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Initial Complaint
11/30/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
On 6/26/23, I placed an order for my daughter's soccer kit with the expectation set by Capelli that orders would be sent within 5 weeks. On 7/21/23, I emailed asking the status every week until finally the order was shipped 8/28/23. When I received the order, the 3 game jersies were missing the league badge on the sleeve. I reached out 9/16/23 requesting Capelli to either send me the 3 patches so I could add them myself (easy enough) or they could send corrected jersies. A few weeks later they finally replied asking for pictures of the missing patches, which I provided. I heard nothing after sending those pictures several times so I followed up on 10/8, 10/20, 10/24, 11/2 and 11/7. On 11/15, I was told they were working with the fulfilment center and would send the tracking number. I've still not seen a tracking number. They said to allow 2 weeks plus 1-3 days for shipping but as that timeframe comes to an end, it's unlikely I'll see a resolve. They also said they've marked their ticket 'solved' as of 11/22 even though this remains to be resolved.Business response
12/04/2023
To Whom It May **************************** we experienced a delay with the customers replacement order, the replacement order is expected to ship by 12/15. Once the replacement order ships the customer will receive a **** tracking number.
Initial Complaint
10/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order on July 9, 2023, that included a full soccer kit, bag, and 4 hooded sweatshirts. On August 4, 2023, the soccer kit and bag portion shipped, but not the 4 hooded sweatshirts. This has been in the status of partially shipped since that date, and there have been no updates since. I have called Capelli and either left VMs that go unreturned or do not go through. I have also contacted the company by email with no response back. Since we are now almost at completion of the fall soccer season, I am requesting my order either be shipped in full within 14 business days, or my money back. This is the worst customer service I have experienced from a retailer ever.Initial Complaint
10/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 29th, 2023, I purchased three field player kits, a goalkeeper kit, and various training items for my son, whose club is contracted with Capelli. Upon purchase, I was told items would ship within 5 weeks. Five weeks came and I got no shipping update, so I emailed and asked for an update. After several pings around from various reps, I was sent a link to re-order everything and my ticket was marked as closed. I was not refunded so I escalated and asked them to fulfill the order. I then involved my club in the proceedings. I was told that items would ship by the end of August. Items were never shipped. I have been back and forth with various reps from Capelli and they are all "looking into it" without actually offering any resolution. As of today, Oct 28 2023, it has been four months and my son now has games in less than three weeks. Capelli has nearly $650 of my money that at this point I believe they are fraudulently holding. Give me my product, a refund, or really at this point it should be both.Customer response
11/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The company reached out to me directly and has provided both product and refund.
Sincerely,
*************************
Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order back on July 18th and we have still not received my sons soccer uniform. We are almost half way through the fall soccer season. I have attempted to contact Capelli on multiple occasions but I get no response back except for an automated email. This is no way to run a business.Initial Complaint
09/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Date of the transaction: 5/30/2023. The amount of money I paid the business: $312.01 What the business committed to provide you: 2 of SHORT SLEEVE TRAINING JERSEY NEON YELLOW BLACK1 of MATCH SHORTS BLACK WHITE 1 of MATCH SHORTS BLACK WHITE 2 of MATCH SOCKS BLACK WHITE1 of ***** ALL WEATHER JACKET NAVY WHITE 1 of UPTOWN TRAINING PANTS NAVY WHITEWhat the nature of dispute is: The ***** ALL WEATHER JACKET NAVY WHITE was never shipped even though Capelli closed the order and claimed it was shipped. When I asked order support and patiently wait 5-7 business days, there was no response.Whether or not the business has tried to resolve the problem: no.Account/order/tracking number: #******Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order for my daughters uniform for soccer. The website claims to ship out within 3 to 4 weeks of the order being placed. I have reached out 4 times by email and have tried calling numerous times with no such luck. I keep checking the website for an update on my order and it just keeps stating "Awaiting Fulfilment" since I have placed the order. It is now been 2 months since I have placed my order with no update regarding my product. They had no problem taking the money from my account for this purchase, but have failed on delivery. My order number is ******. I would greatly appreciate the products that I have purchased but have yet to receive.Business response
09/30/2023
To Whom It May ***************************** we experienced a delay with the customer's order. According to our fulfillment center the customer's order shipped in full on 9/27. The customer received a tracking number when the package shipped.
Customer response
10/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************************
Initial Complaint
09/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed an order for a mandatory soccer kit on July 26th, 2023, this order *********** $121.00. My money was taken out of my bank account the day the order was placed. I received an email thanking me for my order, and to please allow 4-5 weeks for delivery. Once the 5 weeks had passed, I kindly emailed the company asking for an update on the order, as our season was about to begin. I got no response, we are currently pass the 7 week **** from original order date, and have yet to receive an email, or any type of update for the order. the lack of customer service this company has is astonishing, and they should be ashamed of themselves for their lack on communication to parents who have spend decent amounts of money on uniforms, and fees for their children to play a sport they love, and not even have a uniform to play in. There is no good contact number for this company, and any communication through social media is ignored.Business response
09/20/2023
To Whom It May ************************ to our records the customer's order shipped in full on 9/15. The customer received a **** tracking number when it was shipped.
Initial Complaint
09/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order for a uniform like many others--for soccer. The website clearly claims to ship out within 4-5 weeks of the order being placed. I've reached out 4 times now looking for an update on my order as it's been sitting in "awaiting fulfillment" since we placed the order. Today I received a response from the company saying "We'll look into it, and reach out to our fulfillment center. Once we receive an update, we'll update you." What the actual heck! Maybe you should've reached out to them before sending an email letting me know you don't have an update after nearly 7 weeks. This is getting absurd and borderline improper business practices. There's no number to call and it's taken 2 weeks to get this terrible reply to my request for our uniform. Our order number is: *******. Please deliver our items.Business response
09/16/2023
To Whom It May ********************************* we experienced a delay with the customer's order. Per our fulfillment center the customer's order is expected to ship by 9/29. Once the order ships the customer will receive a **** tracking number.
Customer response
09/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have received my order.
This resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
09/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Adding our terrible experience with Capelli to what seems like a long list of other failed fulfillment. *** Do not take this lying down. TALK TO YOUR CLUB and have them reconsider their clothing vendor. *** Order Date: 7/7/23 (#*******) Order size: $518.40. Promised fulfillment date: 8/11/23. Current date: 9/8/23 and ZERO items received at NINE WEEKS after ordering. Son has missed uniform for half his games this season. After a few initial responses, Capelli stopped responding to email. (7 business days since last email.) Problems are plaguing others in our club. We're encouraging our club to make a switch; do the same with yours.Business response
09/23/2023
To Whom It May ***************************** we experienced a delay with the customer's order, per our records the order partially shipped on 9/8. The remaining item is on backorder but is expected to ship next week. The customer will receive a new tracking number once the item ships.
Initial Complaint
09/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered soccer uniform for my son and order stated it would ship in 3-4 weeks. It has been 7 weeks now and I am unable to get a response from the company. Order number ****** placed on 7/19.Business response
09/23/2023
To Whom It May ********************************* we experienced a delay with the customer's order. Per our fulfillment center the customer's order is expected to ship by 9/29. Once the order ships the customer will receive a **** tracking number.
Customer response
09/29/2023
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]
Our order did not ship today as Capelli said it would. We received no tracking number and our order still shows as awaiting fulfillment.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer response
10/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Though this business failed to respond to inquiries in a timely manner, provided fraudulent shipping information, and ultimately got me the order over 2 months late.
Sincerely,
*************************
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Customer Complaints Summary
54 total complaints in the last 3 years.
29 complaints closed in the last 12 months.