ComplaintsforDENNIS Uniform

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 18, 2024, I made several orders at the Dennis location off of ********** in ******. When we made the purchases, we were not made aware of how many products were on back order until AFTER our transactions were complete. We were then told it would ***********-8 weeks for items to be delivered. Online, it said 2-3 weeks. I am still waiting on 2 Drop Yoke Kick Pleat Skorts and 3 light blue Short Sleeve Tech Mesh Polos to arrive before my daughter starts school in 2 weeks!! I have called Dennis 4 times and visited the store once to check on the status for the remaining items in this order of this order. I receive the same answer every time they are on back order and more recently great news! They are on in stock now, but I cant tell you when theyll be shipped.. When I visited the store recently, an employee said she could order a shirt for me that I was looking at if I didnt see the size I need. I responded but I wouldnt get the order for 10+ weeks and she laughed and said yea you are right which makes it seem like this is a recurring issue with this company.The total for these 5 items Im still waiting on is $183.25. Last week, I was told the order would be in the mail by the end of the day and when I called this morning it STILL had not shipped. There is no transparency as to the status of the items in back order. This is one of TWO brands I can order uniforms and the collection of payment before being assured if they can fulfill the order in 2-3 weeks as stated on the order status is predatory (we are approaching 11 weeks from my date of purchase)! **************** says they have no ability to escalate calls and Ill just have to wait for them to get there.I need the remaining items delivered to my order delivered to my home in the soonest shipping method that Dennis can send it, as this order has been grossly ignored. We should not have to wait an entire summer for uniforms to be delivered when we purchased them in May.

  Business response

  08/05/2024

  Hello,

  We apologize for any inconvenience caused by the delay in receiving your order. We understand your frustration and appreciate you bringing this matter to our attention. Our distribution center is currently requiring a slightly longer than usual processing time for orders due to a high volume of back-to-school shopping.
  
  As of August 5th, your 3 Light blue polos have been packed and are shipping today via **** tracking number ********************** and the 2 Skirts are finishing up in production and will be shipping separately tomorrow.  
  
  We apologize again for any inconvenience this may have caused and appreciate your patience as we worked to resolve this matter.

  Thank you

  DENNIS Uniform ************* Manager

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a large order and it was partially fulfilled. However the 3 remaining items are not here, leaving one of my children without shirts for school. I ordered very early so this would not be a problem and they were in stock when placing the order. I can not get anyone to give me any kind of estimated date the missing items may arrive. I have reached out 3 times and all emails are simply ignored.

  Business response

  08/05/2024

  Hello,

  We apologize for any inconvenience caused by the delay in receiving your order. A response to your July 25th email was provided on August 1st indicating that the remaining items were in the shipping queue and would be shipped shortly. 
  
  As of today, August 5th, your 2 Royal blue polos and 1 headband have been packed and are shipping today via **** tracking number 9434636109687623843657
  
  We apologize again for any inconvenience this may have caused and appreciate your patience as we worked to resolve this matter.

  Thank you

  DENNIS Uniform ************* Manager

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have visited the Dennis Uniform store located at *****, **, on May 20, 2024 to purchase new uniforms for my daughter for the 2024-2025 school year. The store had minimal inventory and the only option was to place an online order to obtain the items that were not available. The store representative placed the order at the store, order #***********, in the amount of $187.95 and I was told tbst I would receive my order at home in 4-6 weeks. So far, on my online account on the ******************** website, the order shows as unfulfilled. On July 16, I went to the Doral store one more time to puchase additional items. I have asked a representative to give me an update regarding my order and I was informed that there was a glitch in their system and that he was going to email their diatribution center and called me with an update. I provided them with my phone number and so far I have not heard from them. On that same day, a new online order was placed at the store because again, their inventory was minimal leaving me with no other option, order #***********, amount of $108.87. So far, this second order has been partially fulfilled and one item is still to be fulfilled. I have emailed their customer care center on July 24 and have received an automated confirmation stating that This is an auto-reply email confirming that your request (******) has been received and is being reviewed by our ************* team.I have contacted ******************** through their Instagram profile and their answer was that they are receiving a lot of out reach this week amand that they hope to contact me soon. My first order still shows as unfulfilled and my daughter will start school soon. This is a recurring problem with Dennis Uniform. The lack of inventory at store forced us parents to order online and the company is unable to fulfill orders.

  Business response

  08/07/2024

  We sincerely apologize for the inconvenience and frustration caused by the delays in fulfilling your orders, numbers *********** and ***********. We understand the importance of timely delivery, especially during the back-to-school season, and we regret that we have fallen short of your expectations.
  
  We have been experiencing an unusually high volume of orders this summer, which has unfortunately led to processing delays. We appreciate your patience and understanding as we work diligently to address this issue.
  
  In response to your concerns, we have investigated the status of your orders and are pleased to inform you that all remaining items from both orders have now shipped and are expected to arrive via **** on Thursday, August 8th.
  
  The unforeseen delays were caused by manufacturing issues that impacted our inventory levels. As soon as the necessary stock arrived, we expedited the shipping process.
  
  We understand that this explanation does not alleviate the frustration you have experienced, and we again apologize for any inconvenience caused. We value your business and hope that you have a more positive experience with us in the future.
  
  Thank you for bringing this matter to our attention.

  DENNIS Uniform ************* Manager

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on June 2nd. I have emailed multiple times to inquire about my order. No response. I called and was on hold for ****************************************** process which it has been for weeks. I was told to email if I have any issues and want to open a ticket. Unfortunately, no one responds to this email. Asked to speak to a supervisor and was told that they had no supervisor or manager available to take a call. Told them to refund my money only to be told they would not do so.

  Business response

  07/24/2024

  We are writing in response to the complaint filed by ***** regarding their order placed on June 2nd.
  
  We understand the customer's frustration with the order delays. Our records indicate that part of the order was delivered on June 29th and three of the four remaining items were delivered on July 22nd after her initial email to our ************* team. We apologize for any inconvenience caused by the delayed shipments and the lack of communication.
  
  To address the customer's concerns, we have offered a refund for the shipping costs associated with the order.

  Best Regards,

  DENNIS Uniform

  Customer response

  07/24/2024

   
  Complaint: 22024181
  
  I am rejecting this response because:

  I did finally receive a shipment yesterday for 3 of the 4 items I am missing.  I am still owed 1 more shirt and a refund for that shirt was not issued nor any communication on when I should receive it.   Supposed to receive in 2-3 weeks and it has been almost 7.  Also, it should be addressed that while on the phone with customer service, they should have been able to tell me about that shipment.  Instead he was just condescending and telling me "sorry".  Why wasn't I told about the shipment or tracking #???
  
  Sincerely,
  
  *******************************

  Business response

  08/05/2024

  Hello,

  We apologize for any inconvenience caused by the delay in receiving your order and that you were not informed about the upcoming shipment during your previous call with our customer service team. This is not reflective of the level of service we strive to provide.

  Regarding the missing polo, we understand your disappointment in the delay. We want to assure you that we are actively working with our production team to expedite the shipment of your final item. As soon as the polo is available, it will be shipped promptly.
  
  We have also processed a refund for the shipping fees on July 24, as previously communicated. A copy of the email notification and the refund confirmation are attached for your reference.
  
  We apologize again for any inconvenience this may have caused and appreciate your patience as we work to resolve this matter.

  Thank you for your patience and understanding, 

  DENNIS ************* Manager

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/3/24 I placed order ***********. I received everything in my order except 1 pair of shorts. My account has a note that states it will be shipped in 1-2 weeks however there hasn't been movement since the day I placed the order. I was charged for this item. I've emailed Dennis multiple times and am always told that my item is in the queue to ship and should within the next week. I called last week and was told that there is some type of shipment error, they would reach out to receiving, and get back to me. I've not heard back. I called again today, 4/17/24. I was told that there is a glitch in their system preventing them from shipping the shorts, even though they are in stock in the warehouse. They do not know when the glitch will be resolved and cannot give me an ETA. To make matters worse, I placed another order *********** for a color block polo, which I was also charged for, and was told today that this item is also subject to the same glitch. I've been charged and they can't tell me when/if I will get my items because a computer glitch is preventing them from shipping an in stock item. They told me they can put in a request for a manager to call me but were unable to transfer me to a manager.

  Business response

  04/19/2024

  Attn: BBB

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
  
  Upon investigating the issue, we discovered that there was a system communication error between our inventory and shipping programs, which resulted in a delay in the shipment of your shorts. We understand how frustrating this must have been, and we truly regret any inconvenience it caused.
  
  Before we could rectify the complex coding issue and expedite the shipment, the customer called our customer care center to cancel the item. As per the request, we promptly canceled the delayed shorts and provided a full refund. Additionally, to compensate for the inconvenience faced, we refunded the shipping fees for the delayed order and provided a gift card for a future purchase. 
  
  We sincerely apologize for any frustration or inconvenience this situation may have caused. Our team is committed to providing exceptional service to our customers, and we are continuously working to improve our processes to prevent such issues from occurring in the future.

  DENNIS Uniform

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/8/2023 Fleece Jacket Youth Large ***** Originally visited a physical store for the item which was out of stock, the store worker placed the item on order through its website. Initially told item was on back order to expect 6-8 weeks. Item came in late October in the wrong size Youth small. When I called I explained that weve already waited so long and how long would it now take the customer service rep said, that the item was in stock and should only take a few weeks. In late November I called back to get a status where I was told item would come late December to mid January. I asked to speak with a supervisor/manager was told none was available and that I would be put on a list to be called back and that it would only be a couple of days for the call. I was never called back; I called back 1/19/24 to get another update and have been told that it will still be another 2-3 weeks. I asked why I was never called back and was told that I was never actually put on a list to be called back. When I asked to speak with a supervisor/manager again I was told that they were in a meeting and that I would be put on a list to be called back once again. I dont have the original order number this only goes back to the reorder. Order ***********. They have not offered any solution to help expedite my order, even after I explained that my childs school only allows students to wear uniforms with the school's logo and that at this point my student has to attend school and remove the jacket when entering the school even while were facing freezing temperatures the last few weeks. This seemed to go totally ignored as it was when I previously called. I require the jacket and it is the only business that works with the ****** Catholic School District for uniforms.

  Business response

  01/23/2024

  ATTN: BBB
  Thank you for bringing this to our attention. It is always our goal as a company to ship items as quickly as possible. However, sometimes there are unforeseen delays and in this instance there was a series of mistakes that occurred and our team worked to correct them as soon as they were brought to our attention.
  Originally the customers order was input incorrectly by the store staff and when ****************** informed our customer care team of this mistake a replacement order was created for the correct size and a pre-paid return label emailed to send the incorrect item back. The replacement order was further delayed by the manufacturer. Currently the jacket has left production and is being shipped to ******************.
  A request to speak to a manager was made on October 23rd and a supervisor followed up via email on October 27th to the email associated with the order. A $15.00 refund was processed on the original order due to the delay in shipment. An additional request to speak to a manager was made on Jan. 19th and a return call was made Jan. 22nd to discuss Mr. ******** concerns and assure him that the jacket was in the fulfillment process and would be shipping this week.
  Thank you
  DENNIS Uniforms
  Customer Service Manager

  Customer response

  01/30/2024

   
  Complaint: 21171797
  
  I am rejecting this response because:
  
  While a customer service representative did contact me about my item being shipped there is still no tracking number and we have yet to receive our item. I also dont accept their explanation that when I asked to speak to a supervisor that an email from a supervisor was sufficient because I specifically asked to receive a call back even when I called back in January the customer service representative said that the last representative did not **** that I wanted to receive a call back from a supervisor. 
  
  Sincerely,
  
  ***************************

  Customer response

  02/21/2024

  Dennis Uniforms sent the item that I ordered but it came with the wrong schools logo and took much longer than they said it would. I called once again to speak with a customer service manager who informed me that they no longer carry the item in stock because the school is updating its catalog for the next school year. They offered to replace the item with a cardigan sweater and refund me the original cost of my first item ordered. This was on 2/9/24 and neither of these things have occurred it has been nearly two weeks. They said the replacement item was in stock. After waiting 7 months for one item to correctly ship this was apparently the best they could do to resolve this issue. I think any school district that uses or directs parents to use them for school uniforms should stop immediately and go with another supplier. 

  Business response

  02/28/2024

  ATTN:BBB
  
  One of our ************* Supervisors spoke with the customer on Feb. 6th in regards to receiving the incorrect logo on the jacket. At that time the Supervisor submitted a request to our warehouse for a full inventory check to determine how and why the customer received the incorrect item. 
  During that investigation the Account representative informed the Supervisor that this particular school has chosen to make changes to their uniform requirements and the jacket in question would no longer be produced. As there was no remaining stock of the jacket we were unable to provide another replacement per our contractual agreements with the school.
  
  The supervisor handling the issue called the customer back on Feb 9th to relay this unique situation, and the customer was offered a refund for the jacket in light of the item no longer being produced. The customer expressed concern that his student did not have appropriate outerwear for the colder weather and the supervisor offered an alternative in the form of providing a replacement of an in stock item instead of the refund.  The customer agreed to this resolution and a replacement order was created at that time for the Cardigan. This item entered our shipping queue process on February 13th and was shipped under tracking number ********************** which shows delivered to the customer as of February 22nd. 
  
  We apologize for any miscommunication and misunderstanding that occurred during the phone calls. To date the customer has received a 30% refund to the original purchase due to the delay and the agreed upon replacement cardigan.

  Thank you

  Customer Service Manager

  Customer response

  03/03/2024

   
  Complaint: 21171797
  
  I am rejecting this response because:
  
  The response is a blatant lie nobody from the customer service department went out of their way to contact us first about why we received the wrong item. I had to call when we received the wrong item which came weeks longer then what they estimated it would take. The initial call placed to customer service was requiring us to send the wrong jacket back first in order to process the exchange for the wrong jacket at no point did receive an explanation of why we received the wrong jacket. When I asked to speak a customer service manager I was again told it could take up to 3 days to get a phone call back. When I finally received a phone call the customer service manager then explained that the order could not be fulfilled because the school no longer is carrying it on their catalog. But when I placed the order 7 months previously it was on the catalog but because of their incompetence I was never able to get the item I paid for. The customer service manager said I would receive a full refund to which I explained that would not help the situation that my child is required to wear all clothing with the schools logo or on the approved list of clothing such as shoes and skirts. It is only then did he offer to send a cardigan to which I asked on how much I would be charged to which he said it would be free of charge for the terrible handling of my situation. So I clarified I would not need to pay for the cardigan and I would receive the full refund which he replied yes. This company has gone through great lengths to not accept any type of responsibility for failing to fulfill 1 item in 7 months. If wasnt for the fact that I have to go through this company for school uniforms I most definitely wouldnt. I intend on speaking with the ****** of the ****** Dioceses about reconsidering and reevaluating using this company to supply uniforms to the ****** *************** District. 
  
  Sincerely,
  
  ***************************

  Business response

  03/08/2024

  ATTN: BBB

  Thank you for your response. Again we apologize for the miscommunication that occurred on your call with the Supervisor on February 9th. The call history was reviewed prior to the previous response and as stated an offer of refund or replacement with an alternative product was offered. As a good will gesture we will process the refund for the jacket as we did send the item with the wrong school logo.

  Thank you

  Customer Service Manager

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased & paid for uniform items online per my sons school on 8/14/23.I ordered a total of 7 items. To this day 1/9/24, I have still yet to receive any of the items I purchased AND already paid for. I called and spoke with customer service today (1/9/24) and was told she could refund me only 4 of the items that had not shipped.i was told the other 3 items could not be canceled or refunded because they are showing shipped in their system and was told to wait until they are at my doorstep to return. It has been 5 MONTHS with no purchased items at my doorstep and no one willing to return my $218 that has been held hostage for 5 months. Worst option for uniforms ever.

  Business response

  01/11/2024

  Attn: BBB

  Thank you for bringing this to our attention. I have reviewed the customer account information based on the email and phone number provided in the complaint. Our records indicate that the order placed on 8/14 was partially shipped to the address on record on August 19th via *** tracking number 1Z4A4E46YW22971542, this tracking indicates delivery occurred on 10/03. There remains 4 navy polos unshipped which I will be happy to cancel and refund per the customer's request. As the customer is reporting non-delivery I will open a missing package claim with ***. Claims are typically resolved within 3-5 business days. At which time if *** is unable to supply sufficient proof of delivery a refund will be processed to the customers original form of payment for that missing shipment. 

  Thank you for allowing us to address this issue

  DENNIS Uniforms - **************** Manager

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order in September for new PE sweatpants for my daughter. They are required for her school. The website still says they will be shipped in October. Tomorrow is ******* and they still werent shipped. The website doesnt have an updated shipping status. They send no updates. When I reach out to customer service they say they dont know when they will be shipped. They took payment at time of purchase (September).

  Business response

  01/03/2024

  Attn: BBB

  Thank you for bringing this complaint to our attention. We are taking immediate action to address this situation. The customer was contacted directly today, 1/03/2024, via an email response to an email they sent our **************** team on 12/31/2023.  Additional information regarding the delay on the sweatpants has been requested of our fulfillment team and as soon as a response is received the customer will be updated. The incorrect date listed on the website is a technical glitch and has been submitted to the IT Department for correction.

  Best Regards, 

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

  **************** Manager

  Customer response

  01/08/2024

   
  Complaint: 21079438
  
  I am rejecting this response because:

  I still have not received any indication of when the product I paid for over 3 months ago will be received. 

  Dennis Uniform sent an email last Wednesday saying they are looking into it. This isnt an acceptable resolution. Its been 3 months since I paid! 
  Sincerely,
  
  ************

  Business response

  01/30/2024

  ATTN: BBB

  We understand the frustration that we are not able to provide an estimated date of delivery. A direct email was sent to the customer on Jan. 15th explaining that the item had not arrived from the manufacturer and that DENNIS Uniforms is in communication with the vendor regarding this unacceptable delay. 

   

  Thank you

  DENNIS Uniforms

  Customer Service Manager

  Customer response

  01/30/2024

   
  Complaint: 21079438
  
  I am rejecting this response because:
  

   It has been 4 months since you took payment and there is still no ETA on delivery. Most of the time I have to chase for an update. There should be weekly updates. There has been no guest service recovery (no discounts) or any indication of when the product will ever be delivered. I have no idea at this point if we are looking at another month wait or another year.
  

  An email saying we still have no idea is not an acceptable resolution. You shouldnt be able to take funds until you have a product to deliver. 

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

  Business response

  02/23/2024

  Good news!
  While looking into this order again to provide an additional update, I do show the package has shipped via **** on February 16th. The tracking number is: 9400136109687418190643
  
  If you have not received your order already, it will be arriving soon.

  Thank you

  Customer Service Manager 

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

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased uniforms through Dennis Uniform at the instruction of my childs school. My first order arrived but the garments were too large, I followed their policy to return the items in a timely manner. On October 23, 2023, I received a confirmation via email that they received the items and that it would take up to 5 business days to process the return. I have emailed and called multiple times and every response is that they are busy, short staffed and working on the refund. No time frame is ever given and ** told to be patient. It has now been over one month and I still have not received a refund or adequate communication in when I can expect a refund.

  Customer response

  12/04/2023

  Hello, they have started the process for the refund. Thank you so much. 

  Business response

  12/05/2023

  Attn: BBB

  Thank you for reaching out about this issue. We have been in direct communication with the customer via email. Our team is actively working through a high volume of returns and process refunds as soon as possible in the order received. Her refund request was expediated and processed 12/04/2023, we also waived the return label fee as a courtesy.

  Best ******************************************** Manager

  Customer response

  12/05/2023

   
  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.
  
  *********************************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered five items on August 15, 2023.Nothing was backordered at the time.The fleece jacket arrived a few weeks later.On September 25, after I requested order status, I was told the gym shirt was being shipped and that ********* were awaiting logo application and shipment. The gym shirt arrived September 29.I received a few emails saying sorry for the delay and feel free to call or email to cancel. There is no other supplier for the required uniform. As of October 28, ********* had still not shipped. I contacted the company and was not offered an updated shipping date and again, the company offered to cancel the order.

  Customer response

  11/15/2023

  The company replied telling me the items were backordered. When I pointed out that I had been told they were awaiting logo application a month previously, I was told that was not correct and that the items, which were listed as in stock were in fact backordered since August.

  I have asked for the logo patches to apply myself, and the company has refused to give or sell them.

  Customer response

  11/15/2023

  The company replied telling me the items were backordered. When I pointed out that I had been told they were awaiting logo application a month previously, I was told that was not correct and that the items, which were listed as in stock were in fact backordered since August.

  I have asked for the logo patches to apply myself, and the company has refused to give or sell them.

  Business response

  12/05/2023

  Attn: BBB

  Thank you for bringing this to our attention. We have been in communication with the customer as recently as November 6th. We experienced an unforeseen delay in the delivery of the logo patch from our manufacturer. At the time of communication we were working with our vendor to expediate that replenishment but did not have a date available to supply the customer. Since that communication the issue was resolved and the final shipment of Polos was sent November 22, 2023 and tracking shows delivery occurred December 4th.

  Best *************************************************** Manager

*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. ↩