ComplaintsforCheerleading Company

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 7, 2024 at 7:22:49PM, I placed an order for a Red (you scroll down the tab to choose color) warm up suit.Shortly after, I got a generic credit card receipt, saying my order was placed.On Friday September 13, the package arrived. I opened the box, and to my surprise, they sent me Black, not red.I sent an email to customer service asking for a return label, as I already paid shipping, I am not paying double shipping for their mistake. They are telling me that it is my responsibility. So I have to pay double because you chose to send me the wrong color? That is absolutely asinine. I also have the generic credit card receipt, where conveniently, it doesn't list the color or size of the items I ordered. The customer service representative sent me a screenshot of the invoice that they mailed me, which is fine, that's what you sent AFTER the order was placed, with the items. That is not what was ordered, specifically color. As for size, I haven't opened the bags, because it says you can't return them at all if opened. I want my money back, or the color I ordered originally with a shipping label to mail this useless item back. My daughter's special olympics team colors are red, she can not wear black.

  Business response

  09/17/2024

  Thank you for your order and for reaching out about this issue.  Our website flows directly to our order entry system which flows to our warehouse for picking and shipping. Black was the color that was passed to us from our website and that is what was shipped. We certainly apologize for any inconvenience this may have caused as disappointing our customers is not our intent. I see that our customer service team sent a prepaid return label on 9/16/24 so the black warmup could be returned at our expense.  I've asked our customer service team member to reach out again today (9/17/24) to offer a refund or to ship the red warmup immediately.   Please keep the black one or donate it to a local charity.   Thank you again for your order.  - ******** ******, Cheerleading Company 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased uniforms from this company last year, uniforms obviously worn for 1 season of 10 football games for youth cheer. The uniforms are falling apart! The material is cheap, when i had contacted the company i was told I can snip the fraying on the all the uniforms and the discoloration wasn't even addressed. They will give me any kind of refund or credit. I will never use this company again for any cheerleading needs for my organization. They told me in 1 email they stand behind their product.... how is standing behind your product having me clip frays and being unhappy with your product! I was also told when I sent multiple pictures that the fraying and discoloration should not happy after 1 year, so then why cant i get a refund or credit. We spent 13000 on uniforms for a horrible product.

  Business response

  05/23/2023

  Thank you for bringing this to our attention.  After researching the order, we see that you’ve been in contact with a representative from our company.  Our Customer Service and Production teams have also viewed the photos sent in May, 2023 and we’ve offered to pay to have the uniforms returned to us so we can inspect them.  As of today (5/22/23), we have not received a response to facilitate the return.  This order was delivered in May, 2022 and March, 2023 is the first time we’ve heard of issues with the uniforms.  A Fit Kit was used to size the uniforms before the order was placed, and Fit Kits are manufactured with the same materials as our finished uniforms. Again, we are happy to send prepaid labels so the uniforms can be sent back to us for inspection.  We will give our full attention to them when they arrive and turn them around quickly.  We look forward to hearing from you so we can work together towards a solution.
  

  Customer response

  06/02/2023

  I was offered to send them back before and then was told if I i did they would not be back for my July 10th date. So now you are saying they will be back? 

  Business response

  07/05/2023

  Good Morning, Regarding complaint #******** which is still open, we reached out to this customer and sent a refund check to her for all of the lettering on her uniforms which amounted to $2400 on 6/16/23. * ****** ** *** **** ** **** ** ** ** ***** *** ********* ** **** ****** Thank you! Jennifer ****** Cheerleading Company, Inc.

  Sent from Jennifer

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My nonprofit organization ordered almost $30k in uniforms for our 118 cheerleaders in June. At the time, their website stated 6 week delivery for custom uniforms. When I received my receipt, I was told they'd ship no later than August 12th. On August 10th I received an email that cheerleading.com had more orders than ever and were possibly 1-2 weeks delayed but didn't specify if my order was included in the delay. When I asked specifically, I was told at the time that our uniforms were still in sewing and were flagged to be shipped ASAP. We are now almost three weeks from that email and I can't get a response via email, phone, anything. Our organization has invested a lot of money into this company that has certainly not met our expectations and continues to fall short in the timelines and products promised.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/02) */ Contact Name and Title: Jennifer ******, VP Contact Phone: XXX-XXX-XXXX x255 Contact Email: ********@cheerleading.com We received the customer's order and payment on June 27, 2022. At that time, the customer's order received an estimated ship date of August 12, 2022. On August 10, 2022, we notified all customers with ship dates between 8/12/22-9/9/22 that we were experiencing delays in sewing of orders and some orders may be up to two weeks late. Our rep corresponded with the customer on 8/15, 8/16, 8/22. The order escalated to me and I sent an apology email to the customer on 8/26/22 offering some sort of reparation at this point for the delayed order. I personally followed the order to get it completed and shipped from this point but did not receive a response to my emails from the customer. The skirts for the order shipped UPS Next Day Air on 8/25/22 but were delayed by UPS and not delivered until Monday, August 29th. Tracking number: 1Z31A94VXXXXXXXXXX. The tops shipped UPS Next Day Air on 8/29/21 and were delivered on 8/31/21 1Z31A94VXXXXXXXXXX, again delayed by UPS for unknown reasons. We show the order is now shipped complete and the customer should have all of her items. Please know that we take every complaint and issue very seriously. The last thing we want to do is disappoint our customers. We are so sorry for any delays that occurred this season with this order. We've experienced major delays with our sewing contractors this season that were out of our control and we are truly sorry. I am also attaching a copy of my e-mail correspondence in case the customer did not originally receive it. Thank you and best regards, ******** Cronin

*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. ↩