ComplaintsforCapelli New York
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed two orders on July 16th for my sons soccer kit and team apparel. At the conclusion of the order Capelli ensured my order would be received 3-4 weeks later. Within three weeks I received notification via email that my order (*******) had been partially shipped. Within a couple of days I received shorts and socks. After several emails requesting the *** of the remaining items (4 team/club jerseys and warmup hoodie) I finally received an email stating:**** ******** ***** *** *** ********** ******* *********************** ** ****** ********* *** *** ******** ***** *** *** ************* ** *********** *** *** **** ************ *** *********** ****** ** ***** ********* ******* ** **** **** ***** ******** **** ******* **** **** ** ******* ** ** ****** ********** ** ********** **** *************** *** ** ** ********* *** *** ************* **** *** **** ******* *** **** ******* ** ***** **** *** **** ******** *********** ** **** ** ** ****** ** ***** *** *** **** ******** *** ************** ****** *** **** ******* *********** ****** **** **** ** ***** **** *** ** *** Up until this point I still havent received the rest of my childs kit. the system still states partially shipped and no updates have been made regarding this order. The most frustrating part of this whole ordeal is the lack of communication Capelli offers its customer. They do not have a customer service number and the email response time is horrid!!!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.
Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/6 I ordered a game kit for my son for his soccer, total was $428 order *******. After five weeks i received all parts of the uniform except the white game jersey. I contacted them many times and was given the run around until they finally told me there were fulfillment issues. They stopped contact with me a month ago and I am no longer getting updates even after emailing daily. I even ordered a second jersey and it still says awaiting fulfillment Ive requested a refund for my troubles as this is bad business practice and my son has not been able to play in many games because he does not have a jersey.Business response
09/16/2023
To Whom It May ***************************** we have experienced a delay with the remaining item on the customer's order. Per our fulfillment center the remaining item on the order is expected to ship by the end of next week. Once the remaining item ships the customer will receive a **** tracking number.
Initial Complaint
09/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on July 11 for my daughters uniform... I have yet to receive one piece of that over $400 order. It has been over 6 weeks and I have sent numerous emails asking for an update. This is horrible customer service and causing undue stress for not reason. I need an update and my uniforms.Business response
09/20/2023
To Whom It May ************************ to our records the customer's order partially shipped on 9/9. Once the remaining items come off backorder and are available, they will be promptly shipped. The customer will receive a new tracking number once the additional items are shipped.
Initial Complaint
09/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On July 29, 2023. I placed an order for a mandatory soccer uniform kit from Capelli for my daughter that cost ******. They promptly charged my credit card and I have not received any merchandise from them and its 8/31/2023. I did not loan money to this business nor agree to pay this amount without the items being shipped. My order number is ******. I have emailed the company and asked for most of the mandatory items to be removed from my order and have them focus only on the jerseys. I have received no response from the company. My daughters fall soccer league is due to start on 9/9/2023 and she will have no uniform to wear. I would like a refund on my order until it ships and I would also like to cancel the majority of the order and have only the jerseys and shorts shipped. I would also like a shipping date to be provided. I do not need them to send a full order of soccer clothes after the season has ended in the fall as we will have no use for the clothes anymore. There is absolutely no customer service at **********************. How can you charge a customer for merchandise that is never provided?Customer response
09/07/2023
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.
************************************************************
Initial Complaint
08/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On Sunday, June 4th, 2023, I ordered my son's soccer uniform from Capelli Sports **, which includes 4 jerseys, 3 shorts, 1 pants, 1 polo shirt, 1 jacket, 1 long sleeve shirt and 3 pairs of training socks, for a total of $494.44 (including tax and shipping). In the order confirmation (order # *******) e-mail it stated clearly that the order will be shipped within 4-5 weeks. Today is officially more than 12 weeks and I haven't received a single item from the order.I have sent multiple emails to Capelli customer service to ask for a status of my order, just to get the same automated / copy and paste reply, thanking me for my patience (I ran out of it weeks ago) while the order is being processed.I'm tired of waiting, they have not fulfilled their commitment to me as a customer and now I want my money back.Please help me to find a positive resolution from this very negative experience. Thank you!Initial Complaint
08/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Details of this complaint:Date of transaction - 7/3/23 Amount of money paid - $372 What business committed to provide - Soccer uniform for my son Nature of dispute - Order placed on 7/3/23. Confirmation says it would ship in 4-5 weeks. Nothing! After following up several times via email, on 8/7 I was told it would ship 8/23. It is now 8/30 and nothing! I sent another email and have not received a response at all. They won't tell me where my order is or what the status is. I paid money for something they have not provided. My son's season has already started and he doesn't have his uniform. It's tough to get used to a new team when you're the only one wearing something completely different. This issue has not been resolved. The order number is ******* Someone please help! We just want what we ordered. It has been 9 weeks since we ordered this and have not received anything.Business response
09/01/2023
To Whom It May ***************************** we experienced a delay with the customers' orders. The customers order partially shipped on 8/31. Once the remaining items come back into stock they will be promptly shipped.
Initial Complaint
08/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed a team order back in May, have still not received 2 items. I have reached out to customer service multiple times and they keep telling me they will check but have not provided any true update or timeline. Most the time my emails to customer service go completely unanswered. They also have no number to actually call customer service.Business response
09/16/2023
To Whom It May ***************************** the remaining items on the customer's order are on backorder and there currently isn't an ETA for when the items will be coming back into stock. We have refunded the customer for the 2 remaining items. The refund was processed on 9/9.
Initial Complaint
08/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Seven weeks ago on July 11th, I placed an order (#******) for a field player soccer kit as my son was signed up to play with a new club team in ******* **** ******************* in ********, Long Island, **. The confirmation stated the kit would arrive in 3 to 4 weeks or by August 8th. My credit card was charged $246.25. When 4 weeks passed with no correspondence, I began to contact your company.Since August 8th, I have taken the following steps to reach you. 1.Through my account I wrote a message to you on 8/9, 8/14, & 8/17. 2.I began to call the following numbers: *************************** on 8/11. I called over 18 times. No one answers. I am sent to a general voice message. When the voicemail is available, and often it is not, I have left a message. No one has called me back. 3. On 8/18, I wrote a private message through your Insta account. 4.I tried to contact you through ******** Messenger on 8/18 & 8/21. 5.I completed multiple online queries through Capelli ************ 6. I sent numerous emails via 2 email addresses ********************************************************************************************* An automatic response on 8/18 said follow up would occur in 3-5 days. There has been no follow up.I am requesting a phone call to ************ & that the kit be overnighted to me by Friday, August 25th.Business response
08/25/2023
To Whom It May ************************ to our records the customer's order shipped on 8/23. The customer's order has shipped in full.
Initial Complaint
08/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On Jun 12th 2023, I placed an order ****** with Capelli Sports and I was told that on 08/02 the package has been shipped, but I have not received it yet. I have sent multiple emails to Capelli Sports for replacement, but I have not received my order yet. This order is for college soccer referee uniforms and our season starts in a week and I need these uniforms.Initial Complaint
08/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On June 23, 2023, I purchased an order for one of my daughter soccer uniforms from Capelli and charged $336.99 for order # *******. Our first order got lost in its entirety and had to follow up with them 5 times via their email support service before finally receiving our order on 8/4/23 (so about 5 WEEKS later). Then when we get our order, we are missing a part of the order (Empire Match Shorts Navy White-KIT; AGA-****). I have since then emailed them again twice to their customer support address and they have since went dark and have not responded back at all. I also looked up a phone number online *************), but NO ONE will ever answer the phone and I have left several voice mails, and NO ONE will return my call. My daughter needs these shorts sent ASAP as the club she plays in requires them to ware strict clothes only made by Capelli. So, looking for them to give me what we paid for and expedite filing the order and overnight to us at their expense. Please help as first tournament gave is the next weekend. Thanks.Business response
08/11/2023
To Whom It *** ***************************** **** lost the customers original package. We asked our fulfillment center to re-ship the order. The new package was delivered on 8/3. The customer advised they were missing a pair of shorts from their re-shipped order.
We have created a replacement order free of charge for the missing shorts.
Customer response
08/15/2023
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 have asked them multiple times to please rush the order since errors were made in their part twice and then to next day air the missing item to my house at their cost. This is because my daughter has a soccer tournament this weekend and needs these clothes to play in the tournament. We made the order the first day her team was notified and they guaranteed the team would have the uniforms prior to the start of the season. Just asking for them to make it right, nothing more. Thanks.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
54 total complaints in the last 3 years.
29 complaints closed in the last 12 months.