ComplaintsforCapelli New York

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 5/29/23 for my childs uniform for $313.11. My order number is ******. I was told the expected ship date would be in 3-4 weeks from the order date. On 7/15/23, I emailed the company, as we were still waiting for a few items, specifically a jersey and socks. I received notification that my remaining items would ship around 7/27/23. On 7/20/23, I received an email that the items had shipped, but the tracking number provided was the same as the original tracking number. We have not received any of the remaining items, and now my order is marked as complete. I have contacted the company via email and have left a message on their phone line to rectify this, but have received no response. My child needs her jersey to play in games, and there is no other way to obtain a jersey than to do so from this company, and we are now at more than 9 weeks from the original order date.

  Business response

  08/19/2023

  To Whom It May ************************ to our records all items on the customers order are marked as shipped, since the customer did not receive 2 items we will create a replacement order free of charge for the missing items.

   

  Customer response

  08/22/2023

  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 pending receipt of the missing items.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order June 26th. My daughters team placed their order after I did and her team received their uniform weeks ago. I have opened up a ticket, sent 2 emails and left 2 voicemails asking for an update which have been unanswered. Their website says process within 4-5 weeks. We are past the 5 week **** and I have requested an update for almost two weeks. I would like to know when my order will be processed and shipped.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 30, 2023 I placed order # ****** for my son's new soccer uniforms for a total of $424.91. My credit card was billed this on March 31, 2023. The website said to allow 4-5 weeks for delivery. On May 1 I emailed the company asking about our items and that I was concerned because my items ordered do not show up on my account online. I received. a response back saying my items would ship by May 5. On May 4 I received a partial order of 6 out of the 12 items I had ordered. The total cost of these items was $212. Unfortunately we did not receive most of the actual uniforms needed to play in our May tournaments. I emailed again on May 17 and received a response that items would ship by May 24. I emailed again on June 3 and was told they would ship by June 6. On June 9, I emailed again and also asked why my order still does not show up on my account. I wanted to make sure my order even exists. On June 12 I received a response that my order would ship by June 30. I wrote back again on June 12 asking why everyone on the team has now received their order including boys of the same size who ordered 2 months after we did. I got the same response I got every other time except they changed the date to shipping by July 7. I don't know how the date could change by a week on the same day they told me June 30. On June 19, I realized that my credit card had been charged back in March (I did not look this up prior to this date). I sent them another response asking about my $212 worth of items that I have paid for. I did not get a response to this email. I called the phone number that was listed next to their name on my credit card **** but it does not have anyone pick up the operator line. My son has a big tournament coming up in July that we would really like to have his uniforms for. I am also really concerned that my order does not show up on my online account so I can keep track of it that way. I would really like to see this resolved as soon as possible.

  Customer response

  07/17/2023

  At this time, I have been contacted directly by Capelli New York regarding complaint ID ********, however my complaint has NOT been resolved because:

  the email I received on July 14 from them, said that they were finally going to attach my order from March to my online account so that I can see when it ships, but they are still working on my order. I don't know if this was in direct response to my complaint, or if they were just responding to one of many emails that I had sent. I have sent 3 additional emails since first contacting Better Business Bureau a few weeks ago.

  I updated my attached document with all of the additional times I emailed this company. [Your Answer Here]

   

   

   

   

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

  Sincerely,

  *******************************

  Customer response

  08/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Capelli New York regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order online and it was never shipped. Ive been emailing and calling the company and they wont respond. They took my money and didnt provide a product. Order number is ****** Ive emailed at least 10 times with no response.

  Business response

  03/07/2023

  To Whom It May ******************************* fulfillment center was able to ship the available products on the customers order 2 weeks from the initial order date. There are still 2 items pending because they are on back-order. Once they come of back-order they will be promptly shipped. For the delay with the back-ordered items we have gone ahead and refunded the customers shipping cost.
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 8, 2022, I ordered (7) items on order #****** for a total of $224.71 for my son's ******** Rush Soccer team. On December 19, 2022, (5) of those items shipped and my order was listed as partially shipped. It is February 14, 2023 and I have yet to receive my remaining (2) items (home and away jerseys) which means my 12 year old son has had to use t-shirts instead of his team's jerseys for his soccer games. I have sent numerous emails and i get little to no response from the customer service team. If i do, it is a false date for shipment. On February 8th, I received an email (attached) that states my order was changed to "shipped" status but it was the old tracking ***** with the original (5) items. Then again on February 13 it shanged to "partially shipped". My son is starting his second season in a few weeks and I am really struggling explaining why he doesn't have a jersey. Out league admin has tried countless times to find solutions to reconcile the issue on his end with Capelli and still no results. Need help with the shipment of my 2 remaining items.

  Business response

  02/14/2023

  To Whom it may concern,

   

  Unfortunately our fulfillment center has advised that the remaining items on the customers order are on back-order. The items are expected to ship by ship by 3/1 per our fulfillment center.
  

  Customer response

  03/02/2023

  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:

  The business's response to complaint ID# ******** on 3/1, stated that shipment of the remaining (2) items will be by 3/1.  It is 3/2/2023 and my order is still in "partially shipped" status for the remaining (2) items.  I also recieved an email the morning of 3/2 from a "**************** (Capelli Sport)" stating,

  "**** ********   ***** *** *** ********** ******* ***** ******** ******** ****** **** **** ** *** ***** ******* ** **** ******** **** ** **** ** ****** ** **** ******* *** *** **** ******** *******

  This evidence proves to me the business, Capelli Sport, has not resolved the issue

   

   

   

   

   

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

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

  Business response

  03/07/2023

  To Whom It May ***************************************** our fulfillment center experienced a slight delay with the remaining products on the order. Per our fulfillment center all of the products on the customers order has shipped. For the delay the customer has experienced we have gone ahead and refunded their shipping cost on the order.
  

  Customer response

  03/09/2023

  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 the "slight delay" the busness responed with was 3 months and 1 day from the day the order was placed, I did receive my products.  It's unfortunate that the lack of customer service support and response by the business lead to me contacting the BBB.  But I do appreciate the effort and actions of the BBB as I do not think this issue would have been resolved in any other method.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to complain with regards to an order I placed on December 11, 2022. Order number ******. I ordered 1 pair of shorts for my daughter as she needed the next size in her teams game shorts and went ahead and ordered shirt for myself with the logo of her team to wear at games. I was told when I ordered to wait 3 to 4 weeks to ship. It's been 7. I contacted ******** first on January 16, so I waited 5 weeks before I bothered to contact them. For the past 2 weeks I have only received 3 emails, which just so happen to be generic emails that all say the same thing.....They deeply apologize and have reached out to the fulfillment center to get an update on my order and once they have an update, I will be informed of the "expected ship date". *****, I was expecting this stuff to arrive weeks ago. I received these emails from Capelli on January 17th, January 19th and January 23rd. The first email I sent them they had the nerve to auto message that they received the inquiry and will get back to me in 3 to 5 business days.....I wrote back, yeah sure ......what's another week! I continue to get these emails apologizing but with no expected date. My 10 year old daughter is busting out of her shorts. I attempted to look up a number to call Capelli, that time was wasted because when I did get a phone number the receptionist doesn't even answer. I have left a message with no returned call. I would appreciate a call from Capelli at this point. They had no problem charging my card but haven't provided the goods purchased to date. I'm shocked to see how many people have had to file complaints with BBB just to get a straight answer. If the shirt is the issue (which it shouldn't take this long), atleast send out the kids shorts so she can play! When I ask for contact with the business I expect a phone call, not an auto generated email. Thank you!

• Initial Complaint

  01/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am filing a complaint with the BBB because Capelli is not responsible for orders submitted by website and responses have been unacceptable. We placed our order for our sons uniform on 11/18/22 with the expectation that the order will take 3-4 weeks. After week 5 we followed up with the order status by sending an email to the Capelli Sport customer service to reference our order (#*******. The response from the customer service took 1 week to reply with the note that they are still working on the order and have reached out to the fulfillment center (Jan 3, 2023). The second response on January 12, 2023 "we are still working on your inquiry, once we have an update we will provide one for you". The last email sent on January 17, 2023 "we are still currently working to have your order shipped". I think we have been more than patient and understanding with this company. We have paid them over $300 for the order of ours sons practice jersey and game jerseys. We have also paid over $1,000 for the team registration and because of Capelli's lack of urgency he is not properly outfitted to play with his team. I have made multiple attempts to call the customer service department but they don't answer the phone. I feel like the canned responses are being sent back to hold off customers and lack of personal interactions are in place to shield from answering customers concerns. All I am asking is to get a clear answer and expatiation on why they are holding the order for so long. I also would like to have my order processed and shipped with a tracking within a week from this.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order number ****** and have not received it. I have sent 7 emails and left 2 voice mails with no response. What is the status of my order?

  Customer response

  01/13/2023

  At this time, I have been contacted directly by Capelli New York regarding complaint ID ********, however my complaint has NOT been resolved because:

  The company responded to an email of mine finally but did not reference my BBB complaint.  They still refuse to call me even after an email back to them and several voicemails left on an operator voicemail.   They finally shipped and I received a partial part of my order.   Howver, they did not ship my XXXL hoddie that was ordered.  The did ship a windbreaker that I ordered, which was supposed to be a XXL but they shipped me a XXXL.  A copy of my original invoice is attached along with the packing slip that was received and photos of the wrong windbreaker size that I received.  ************ has not responded timely nor professionally to my countless follow ups.

   

   

   

   

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

  Sincerely,

  *****************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  An order was placed ******, on August 3. A letter was received stating the order would be delayed. It is not November 18th. I keep requesting a phone number to speak with someone and I just keep getting a robot email stating they are working on my order? I would like a full refund and will I be receiving my sons uniform jacket that he needs?

  Business response

  11/21/2022

  To Whom It May ************************************* to our records there isn't a jacket ordered on the order the customer is referencing. The pending item on the customers order is a blue jersey which is what we are working with our fulfillment center to have shipped as soon as possible. If the customer would like to order a jacket they may do so at their earliest convenience. We would like to offer to refund the shipping cost of that new order if they place one.
  

  Customer response

  12/05/2022

  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]

   

  The company has provided me no information about my order. They keep saying the same thing since august. They say the shirt is being processed. Id like to know when I will receive it- the complaint is only resolved when I receive my shirt  

   

   

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

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered $500 worth of uniforms on 9/25/22 and in my confirmation email it indicates shipped in 3-4 weeks. At four weeks I emailed customer service and was told it would be looked into. I have followed up multiple times with the same ( lack of response). My son attended his tournament this past weekend with absolutely no merchandise. My order number is #******.I attached my confirmation email and just one of the multiple/similar responses. There is no valid phone number that I have found

  Business response

  11/29/2022

  To Whom It May ***************************************** due to unexpected delays the customer's order was delayed. Per our fulfillment center the available products shipped today 11/29. There are 2 products on backorder still awaiting shipment. For the extreme delay we have gone ahead and refunded the customer's shipping charge on the order.
  

  Customer response

  12/05/2022

  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,
  
  *************************
  
  
  
   
  
  

*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. ↩