ComplaintsforThe Awards Place

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On march 5 2024 I went into this business attempting to place an order for team jersey and hat. Basically J wasnt giving any variety or options to choose from and finished product was not what I ordered. Only shirts were gave to me and hats not started on so I asked for a refund for everything. I was told I had to pay a rationing fee of 27$ to the company vendor and they would and they would not refund at all for the TSHIRTS that they gave us instead of JERSEYS. I called several times after failed attempts I had my assistant reach out and she was able to speak with the manger who repeated numerous times We got what we asked for and no refunds. The owner finally reached out after me emailing he saying I could come back to the store and talk along with my assistant. Since then Ive had to go elsewhere for an purchase a whole new set of team uniform because the parents were especially displeased and disappointed and refused to wear the Tshirts. I am simply asking that this matter be worked out in all fairness. In total I spent ****** with this business only receiving 270$ back which is only some of the money from cancelling the caps. I have a lot more I could add about this whole nerve wrecking process and would be more than glad to talk to anyone. I feel this business saw this was my first attempt at trying to purchase for a team and took total advantage instead of actually trying to help pick out a great uniform for my team. I wasnt finished g any selection to choose from as far as pricing, font, different material to choose from, different cap sizes, and etc. lastly Ive had to go to another business and picked all over again. My question is why is a business able to give bad customer service, take your money upfront even though a service hasnt been provided and your not happy and have no use in what was provided. Please help

  Business response

  04/08/2024

  On March 5, 2024, ***************************** came into The Awards Place to begin the process of ordering uniforms for his team. He was asked if he wanted cotton fabric or dri-fit performance fabric. He chose cotton. He was asked what color he wanted. He pointed to his hoodie, which was dark green. He was asked what color ink he wanted. He stated white. He was asked if he had a logo, he said no. He was asked if he had a team name. He said, use County Line Allstars. He was told he would receive a proof of the artwork and we would need his approval before we would go into production on his order.  He also ordered 12 hats that he wanted us to embroider. He was asked what size shirts he needed for his team and he stated 12 youth medium and 2 adult large. We asked him if he wanted to check with the parents to confirm sizes before ordering and he said no. He made a phone call while standing at the counter and the person he called confirmed the sizes. After completing the ordering process, **************** paid in full and seemed to be completely satisfied with his selections before he left that day.
  On March 6, 2024, we emailed **************** a proof of his jerseys and on the same day received an email in return with his approval. (The email of that proof and his approval is attached.) He called later that day and changed the sizes to 8 youth small, 4 youth medium and 2 adult large.
  On Wednesday, March 13, 2024, we emailed **************** that his t-shirt jersey order was ready to be picked up. **************** picked up his jersey order on Thursday, March ************************************************************************************************** appearance of the uniforms. We explained that our embroidery lady was out of the country and his hats would be ready next week. He was ok with that and when he left, he seemed completely satisfied. At 8:03pm that night we received an email from **************** (please see attached) indicating that the jerseys did not fit and that he could not use them and wanted to return them. We explained that we made them custom for him and they could not be returned. He wanted to return the hats since they had not been started and get a refund. We agreed to his request and told him that our supplier would charge us a restocking fee but that we would charge him exactly what they charged us (it was $27). **************** came into The Awards Place on Friday, March 15 with his credit card so that we could issue the refund, which we did, as promised. He was happy, talkative and not upset in any way. There was no more mention of a refund for the jerseys.
  On Monday, March 18, 2024, we began receiving phone calls from ******************************* and continued all week until I received the email from her on Thursday (please see attached). I have also attached my response to her in which I also ccd ****************. I/we never heard from **************** again (via phone or email) after he came into the store on Friday, March 15.

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