ComplaintsforSquadLocker, Inc.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was placed on 4/11/24 for a customized backpack with a last name and number, and has not been updated on shipping status despite being said to ship by 4/25/24. I need to bag for my lacrosse and rowing tournaments and have not received it. I have not received any email updates on this and do not recommend shopping here. Save your money for another service.

  

  Business response

  04/30/2024

  Hello *********,

  We apologize for the delay in processing your order. The estimated ship date provided was 4/25, but due to a delay from our vendor, we were unable to ship your order until 4/28/24.  We also regret any inconvenience caused by not receiving the tracking email sent on 4/28/24 containing your order's shipping and tracking information. Your order is set for delivery via **** this Thursday, May 2nd.

  If you have any additional questions or concerns, I can be reached directly at ***********************************.  

  Thank you,

  *******

   

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered items on 11/14/2023 for an event on 12/27/2023. The ship date was to be 12/07/2023 and 3 of the 4 items shipped on 12/12/2023. When you call the customer service number it says they are too busy to answer the phone and send an email. Once you send an email you get an automated reply that states they will get back to you in 2-3 business days. That will pass with no reply. There is no way for me to find out if the last item will ship in time for the event on 12/27. On their website it even says contact customer support to discuss but no one will reply. At this point, I just want a refund for the item that didnt ship but am not getting any reply. This is absolutely ridiculous customer support.

  

  Business response

  12/13/2023

  Hello ********,

  My apologies for the delay with the order.  We try to ship as close to the estimated ship date as possible however some times we may ship sooner, other times slightly longer. This varies as we have to receive the items from the vendors before we are able to produce and ship it. 

  I see that your email was received on Monday and that we were able to respond to you this morning, before we were informed of this complaint.  Due to the holidays we are seeing higher volumes of requests and are working to respond as quickly as possible, which is why we are providing customers with a 2-3 day turnaround.  I see that our representative that  you communicated with today has canceled the outstanding item and refunded you for it. 

  Thank you,

  *******

   

  Customer response

  12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Two separate orders for team gear on 8/28/23 (********) and 9/4/23 (********). A small modification was requested to the first order on 9/2/23. Both charges cleared immediately and since then, I have never heard anything from SquadLocker in response to any of my requests. I have emailed them over 20 times in over 3 months. I have tried to call but the telephone number on the website refers you back to the email which has never been answered - zero replies. I received a part of one of the orders, but not all of the items and not any of the other order. This arrived significantly later than was stated on the website, but at least some items arrived. I am seeking contact from the company to identify what is outstanding and to complete the work promised. The customer service has been literally non-existent despite multiple attempts to contact them.

  

  Business response

  12/13/2023

  ****,

  My sincerest apologies.  I searched our systems and do not have any emails from this email address.  I am not sure if you were sent any confirmations, they are sent to customers as soon as your email enters our case system, confirming receipt and providing you with the case number for your records.  Did you receive these confirmations or any failure notifications from your email provider?  

  Order ********, is showing fulfilled on my end.  Tracking number 9434609105113012657300, Delivered October 04, 05:50PM ******, **.   Could you share what specifically is the issue with this order as I do not have any email to reference? 

  Order 10157526, is also showing fulfilled on my end. Tracking number 9434609105113013253174 Delivered October 16, 05:48PM ******, **.  Could you share again the specific concern with this order so I can research this further for you?

  I can be reached directly at *********************************** if you'd like to communicate with me directly.

  Thank you,
  

  ************;

  Customer response

  01/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The message is still not resolved.  I emailed the vendor at her personal email as she requested and never heard back.  I sent a follow-up email and have not heard back from that yet either.  I did not respond to you to close it because there has been no movement.  Please keep the claim open - they have not replied to me yet.
  
  **** 

  

  Business response

  01/02/2024

  Ads of today, this customer has not reached out to me directly as I requested in the initial response to share what items were missing as I do not show any records of emails to SquadLocker.  All items on the orders show fulfilled 100% so without additional information we are unable to attempt to make this situation correct for him.

   

   

  Customer response

  01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have emailed the provided email - ************************************* 5 separate times beginning on 12/16/23, then following up on the 21st, 26th, 28th, and 29th.  All emails were sent from my personal email account ********************** as were the approximately 20 prior emails.  This is the email associated with incomplete order.  I have zero responses from anyone at H3237353537333332****H.  I am unsure of what else to do - they instructed me to email her personally and I did.  I have cut and paste (in reverse order) the chain of unanswered emails below.

  Sincerely,

   

  ****

   

   

  Unfulfilled Orders for Yellow Jackets South lacrosse
  
  
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  To:***********************************
  Fri 12/29/2023 5:20 PM
  
  
  *******-
  
  
  
  ****
  
  Director, Hand, Upper Extremity, and Microvascular Surgery Fellowship
  Department of *********** Surgery
  ******************************
  ******, ** 27710
  
  
  
  The information contained in this electronic mail is sensitive, protected information intended only for the addressee(s).  Any other person, including anyone who believes he/she might have received it due to an addressing error, is requested to notify the sender immediately by return electronic mail, and to delete it without further reading or retention.  The information is not to be forwarded to or shared unless in compliance with ************* policies on confidentiality and/or with the approval of the sender.
  
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  ?Reply
  ?Forward
  MM
  
  *****************************************
  Thu 12/28/2023 9:01 AM
  Hi *******- I am following up on this again. Please reply and let me know. Marc *********************** ***************************************** ***************************** Hand, Upper Extremity, and Microvascular ***************************** of *********** Surgery ***************
  MM
  
  *****************************************
  Tue 12/26/2023 1:34 PM
  Hi ***************** am following up on this again. Please let me know. Thanks, Marc *********************** ***************************************** ***************************** Hand, Upper Extremity, and Microvascular ***************************** of *********** Surgery ***************
  MM
  
  *****************************************
  Thu 12/21/2023 9:38 PM
  Hi *******- I am just following up on this. Thanks again. Marc *********************** ***************************************** ***************************** Hand, Upper Extremity, and Microvascular ***************************** of *********** Surgery *************** Medical Center
  MM
  *****************************************
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  To:***********************************
  Sat 12/16/2023 9:** AM
  
  
  Hi *******-
  
  
  On 9/2/23, I realized that there was an error on 2 of the ordered items - both sweatshirts.  I wanted the personalization (#**) placed on the sleeve and not the back of the sweatshirt.  I emailed the support email immediately to request the change (copy attached below)
  
  - I received an email from you on 9/13/23 stating that there was a delay with the order so I figured that there would obviously be ample time to allow those changes.  
  - I replied and emailed time and time again, never with any response.  I tried to call the telephone number on the website, and it would not connect to anyone, it only referred me back to the email address I had already been using without any response.
  -  The missing item is from order number 10157526 - the grey sweatpants (see below)
  
  - These were never received.
  
  
  
  
  Thanks again for taking the time to review this and to help make things right.  Please let me know if you need anything else from me.
  
  
  ****
  
  Director, Hand, Upper Extremity, and Microvascular Surgery Fellowship
  Department of *********** Surgery
  ******************************
  ******, ** 27710
  
  
  
  The information contained in this electronic mail is sensitive, protected information intended only for the addressee(s).  Any other person, including anyone who believes he/she might have received it due to an addressing error, is requested to notify the sender immediately by return electronic mail, and to delete it without further reading or retention.  The information is not to be forwarded to or shared unless in compliance with ************* policies on confidentiality and/or with the approval of the sender.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Marc

   

   

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 9/3. Was advised on 9/22 that my order would be delayed due to a system error. Sent correspondence requesting info on my order on 10/9. Sent additional correspondence (had not heard anything back at this point) on 10/16 requesting two things: a call back from customer service and to honor a coupon code for a sale that was being offered. Received an email on 10/17 regarding my initial correspondence on 10/9 that my order was shipped. Received on 10/17. Never received a response from my 2nd correspondence. Reviewing other complaints on BBB, their system issues happened well before I placed my order, so they should have advised their customers of the issue and potential for delay in shipment prior to ordering. Especially when youre purchasing items for sports and you wish to wear the items during the season. Its also extremely frustrating that I cannot speak with a customer service agent directly. Their response time is also terrible, if they respond at all. Furthermore, there was an issue with my order. There were items that were purchased that had incorrect customizations done. Most likely will not order from this business in the future, as most of the complaints filed are the same with no resolution. This will depend on their response to my complaint.

  

  Business response

  12/05/2023

  *******,

  Thank you for taking the time to share your feedback with me today.  I sincerely apologize for the lack of service received.  

  The lack of response to your second email was an error by my employee, she merged the two cases when responding to your first one.  I will be sharing this complaint with her to ensure it does not happen again.

  A credit of the difference in promotional rates has been applied and refunded back to your card, along with a courtesy credit of your shipping.

  Due to the production error on one of the items ordered, a no charge replacement order has been entered and I will work to rush that out to you.

  You have a direct email from me outlining all of this, please feel free to reach out with any additional questions or concerns.

   

  Thank you,

  *******

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I paid $15.95 for express shipping. Order was delivered late. Then, I was promised an additional shirt, for which I received confirmation, but never received tracking or the additional item. I am requesting that the shipping charge be refunded since delivery expectations were not met. I have uploaded the confirmation email for the replacement shirt

  

  Business response

  11/30/2023

  *******,

  The courtesy shipping refund promised by ***** back in August was issued on 8/14/23.  A confirmation of the refund was sent to ******************** at 11:02am, which is the email address on this order.  Per our credit card processor " Acquirer Reference Number (ARN) You can share this reference with your customer to help them trace the refund at their bank. 24492163227000007343500 Made available 8/15.It may take **** business days for funds to settle." 

  I am also attaching a copy of the receipt for your review.

  If you have additional questions or concerns, I can be reached directly at ***********************************

  Thank you,

  *******

  Customer response

  12/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Refund was not received and a dispute with my bank has been filed. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  12/05/2023

  As shown in the attachments, the courtesy refund requested was issued on 8/14/23 as indicated in my previous response.  ARN number also provided that should be used to confirm status with the bank.  All information taken from Stripe our payment processor

  Customer response

  12/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  SquadLocker accepted my order on 10/22 with a ship date of 11/14. SquadLocker will not cancel an order once it is in "production". On 11/15 I inquired about the status of my order, I was informed it will be at least another 5 business days before my order ships. An embroidery does not take 5 days to process, it takes **************************************** production and will not ship. SquadLocker responded to my email by telling me they will upgrade my shipping, I have requested that they cancel my order but have not heard back. By the time I receive these products our tournament will be over and we will not have use for them. Order number is ********. Please fix your business, it is awful.

  

  Business response

  11/16/2023

  ****,

  I am unsure if you will receive this response as the email used looks to be a fake one, but as requested I will stop this order from shipping as it is on the production floor and refund you.  I apologize that we missed the estimated ship date we provided at checkout.  The shipping would have been upgraded as you were informed to ensure it would have been received as originally scheduled as express shipping was not selected.

  Thank you,

  *******

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consistently, the slowest shipper of goods in *******. Quoted 3 weeks for shipping. 3 week pass and shipping is bumped out another week plus. This is the norm, not the exception. No excuse to be the slowest shipping in the ***, or to consistently miss quoted shipping dates. When customer service is needed, the phone message directs to Email Only. That is poor service and Squad Locker needs to make adjustments.

  

  Business response

  10/27/2023

  Hello *****,

  Our apologies.  We are still working to ship your order by the October 30th estimated ship date provided at check out, but wanted to proactively communicate in case we are delayed.  The delay quoted was 4 days and precautionary.  As soon as this order ships, you will receive an email with the tracking details.

   

  Thank you,

  *******

• Initial Complaint

  10/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order 9/1/2023 for 3 personalized items and they were estimated to be shipped by 9/28. Now its 10/12 and when I click the original email link to track my order, the link is invalid. Ive tried emailing and my emails are rejected and returned.

  

  Business response

  10/16/2023

  *******,

  Our apologies for the delay with your order.  Due to a recent conversion, we experienced delays fulfilling orders.  On  9/22/23, we sent an email explaining the delays and that we expected to ship your order by 10/12/23.  Your order was shipped on 10/12 and is showing delivered as of 10/14 via **** tracking 9434609105113519103232.  If there are any issues with this order or you have additional questions, please feel free to contact me at ***********************************.

   

  Thank you,

  *******

  Customer response

  10/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CASE27704 Ordered and paid for item. It is not going to arrive by the promised date. They cant provide a new date. They cant be reached by phone. Just need them to credit my credit card.

  

  Business response

  10/12/2023

  Hello ***,

  I apologize that the proactive communication email was not clear.  It stated "To keep you up to date we are reaching out to inform you that your order ******** will likely ship later than the estimated ship date provided at checkout.   We expect that your order will ship no later than 11/2/2023."

  As requested, due to the possible delay I have canceled the order and issued a full refund.  Your support case will also be closed as we are responding to your request here.

   

  Thank you,

  *******

• Initial Complaint

  10/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered two jerseys for my childrens softball fall season on 9/5/2023 with a shipping date of 9/28/2023. I contacted the company on 10/4/2023 because i still had not received the jerseys that i paid $74.72 for. I received a generic automated email back saying they get back to me within 4-5 business days. My order number is ********. We are halfway through the season and my children dont have their jerseys for their games. I sent a follow up email on 10/5/2023 that i would like my jerseys sent out immediately and a partial refund for the inconvenience.

  

  Business response

  10/10/2023

  Hello *****,

  Our apologies for the delay with your order.  I am sorry if you didn't receive our email on 9/22/23 indicating that due to some unexpected delays that were a result of a recent conversion, your order would be shipping out by 10/12/23.  That email may have gone into spam, if you don't recall receiving it.  Your order is shipping today via **** tracking 9400109105113013128555.  Due to the delay I have refunded your shipping charge and 10%.

   

  Thank you for your patience and understanding,

  *******

*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. ↩