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Business Profile

Catalog Shopping

Phenom Elite

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/01/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered some Rick and Morty baseball gloves early September. Money was paid and no merchandise shipped. Have made several attempts to contact the company by email to get an update and have gotten no response. Have called the customer support phone number and all I get is everyone is busy or business is closed for the day. It has been a month now and still no response. Want a refund immediately.

    Customer Answer

    Date: 10/17/2024

    They eventually shipped the items and this issue can e closed.

  • Initial Complaint

    Date:04/01/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased item. Paid for shipping to arrive by a certain date. Item not received. Attempts to find out why the item remains at their warehouse resulted in blame, however, they refuse to ship the item. Addressed on social media and was notified they cancelled the order instead of working on shipping them. They then blocked me to prohibit additional resolution. Calls to their company are unanswered or after business hours. Email provides a 4-5 day turn time response. This is the 2nd order attempted with this company. The first time I bought the story of shipping issues. This time they flat out did not ship it. All conversations are documented.

    Business Response

    Date: 04/01/2024

    Hello! 

    I am happy to address each part of the complaint so I can be as thorough as possible. According to our policy, unfortunately we are unable to guarantee any delivery dates, as they are based off of estimates provided by the carrier based on the shipping address provided by the customer. After being notified by the customer that a refund was 'sufficient,' which can be seen in the attachments provided my superior issued the refund on Saturday March 30th, at 3:02 PM. Unfortunately the customer then continued to harass my superior, who was answering her social media messages. This resulted in our best judgement to block the customer whom then sexually harassed said superior who was answering her on a non-business day. Please see the attachment above which references the customer's message stating "it's better to actually grow a set and respond." The customer has been provided with a full refund. If they so choose, they may place another order in order to receive their items. 

    Our business hours are also listed on our website for which do no include Saturdays, therefore tele-customer service is unavailable on that day. We also quote all customer about a 3 business day period for responses to their email inquires. This is our basic policy as well. Please let me know if further information or documentation is needed. 

    Business Response

    Date: 04/02/2024

    Hello! 

    we can no longer ship the item after the order being fully refunded. We successfully provided a refund on March 30th, 2024 at 3:02 PM. Attachments have been provided to show this. I have explained to the customer if she wishes to receive the item she can place another order with us and we'll be happy to ship it quickly and with great precision. 

    Thank you. 

  • Initial Complaint

    Date:08/09/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a pair of cleats around 2 weeks ago I have emailed them asking do they know where the shipment is they asked for the number so gave them the number. No response. I then look to see if I can track it it says no order found after I put in our order number. The order number was #PEBXXXXX. They have yet to either refund us the money or actually ship us the cleats. I have pictures of the confirmation screen after I checked out and paid the money for the cleats. The customer service has been terrible no one responds and when they do it's most of the time a lie.

    Business Response

    Date: 08/09/2022

    Business Response /* (1000, 5, 2022/08/09) */ Hi ******, I am terribly sorry to hear of your frustration. We try our best to answer all of our customer service inquiries within 24-48 business hours, per our policy. I have successfully cancelled your order, #PEBXXXXX. A full refund has been issued which should appear on your account within 5-7 business days. We pride our customer service on the true and speedy responses to our customers, which we have provided. Please feel free to reach out if you have any more concerns. Thank you.

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