10 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from Kevin S
1 star12/23/2022
We ordered 5 shirts personalized with our last name to support our *********** team as part of their fundraising. On the website when we ordered, the shirts were all black. When we received the shirts, the shirts were black on the top, with a sort of tie-died gray on the bottom. These are not the shirts we saw on the website. Also, these are not the shirts that the coach set up for our team. We have tried repeatedly to resolve this with Fan Cloth. When we call we receive the same long hold times and no resolution. Twice we were told that a supervisor will call ** back within 48 hours, but we have never received any callback. This company has HORRIBLE customer service and I recommend that NO SCHOOL subject their parents, friends and family to this company's horrible service.
Varsity Brands Holding Co. Response
01/03/2023
Customer has been contactedReview from Kelly M
1 star08/08/2022
I am in Illinois and my experience with Fancloth was awful. I ordered the wrong shirt and realized it within the first hour I ordered it and contacted them via email right away. Rec'd no response for the first two days. By my third email to them "Shawnie the Team Lead" replied back asking for my order info- 2 days go by and I'm emailing again and including a contact that was helping with our school named Justin. I was asked 6 days later if I wanted a refund which I said yes- I wanted to buy the correct shirts for my son. Another 3 days later there is no confirmation that a refund is in process and now the link for my school no longer exists so my child will have nothing to wear. I have never experienced such POOR customer service. I hope our school never uses Fancloth again. Completely ridiculous and such an aggravating experience. I want my refund. Fancloth- your people are awful to deal with. Poor poor behaviorVarsity Brands Holding Co. Response
08/10/2022
Customer has been contacted and fully refunded.Review from Natalia T
1 star05/16/2022
I ordered for 4 children and even measured them before ordering using there size charts. One of them did not even have a size chart! 3 of the 4 did not fit. I sent an email when we received them asking how to do an EXCHANGE (not wanting a refund), and there response was basically too bad. They will not help us! This is not ok, especially with their prices for our 4 items it came out to $167. I hope that our school does not use them in the future or any others that may be thinking about it!Varsity Brands Holding Co. Response
05/17/2022
Customer has been contacted and offered a full refund or replacement.Customer Response
05/23/2022
They did reach out to me, but have since been trying to make it difficult to get the items replaced. I have not heard back since!Varsity Brands Holding Co. Response
05/25/2022
We've contacted the customer again and are waiting on the correct sizes for their replacement.Review from Wendy F
1 star11/09/2021
I ordered my items in August and we are well into November (football season is over) and we still don't have our order. I get constant updates saying my order is in process but it never changes. I went to the website after getting nowhere with the fundraiser manager at our school and there is no link or support information for customers who have issues. This is not a new theme with this company as we struggled with the same issue some years back when my son was an athlete and his team used this company. They blame COVID-19, but it's not that at all. Very disappointed as I'd hoped that they'd worked this issue out this time around. I will never order from them again, and will always advise against teams using them to raise funds from this point on.Varsity Brands Holding Co. Response
11/10/2021
Hello *****, I am sorry that you order was not delivered during our standard time frame we provide. Global Supply Chain challenges due to the impact of COVID-19 are affecting all industries and companies, and we apologize for any impact on your Fan Cloth orders. Specifically, due to product availability and current measures in place to protect the safety of our distribution & decoration facility team members, it may take longer than usual to fulfill your order. I do see your order was closed on 9/20 and went to production the following day and we are quoting a 6-8 week turn time on all orders. Your order is scheduled to be completed next week which is in our updated time frame and you will receive tracking once it has shipped. Please be assured the Fan Cloth is diligently working to get your order completed and shipped to you as quickly as possible. Thank You, Aireale B. Director - Customer Service-DTCReview from Rhonda U
1 star11/09/2021
Total joke. I moved after placing an order, and called well before the shipping date and was told the shipping info could not be updated. What?!? I've never had a company not be able to update shipping information. During that process I was told that I had to wait until the FedEx tracking info was sent and it would be rerouted. Again, I emailed promptly after receiving the tracking info, but by the time they followed up the item was delivered to the wrong address. Not even sure I'll get the product I ordered. I'll never order from this company again. Horrible customer service!Varsity Brands Holding Co. Response
11/10/2021
Emailed customer directly to get updated mailing address so that we can replace items and send to correct addressReview from Kayla S
1 star11/05/2021
If you read the other reviews, you already pretty much know what I am going to say. I saw the estimated ship date and almost didn't order, but figured it would be okay, and I wanted to support our school. I placed my order, and got my estimated ship date, and weekly updates that said the same thing each week. The order shipped on the day they said it would, so I was anxiously waiting for my item. The estimated arrival day came and went and I finally went and looked up the tracking information. Sure enough my package was marked as delayed with no estimated delivery date. I contacted FanCloth and got a two sentence response telling me to contact FedEX. I responded and never got a email back. Terrible customer service.Varsity Brands Holding Co. Response
11/09/2021
Located customers email that went unanswered and sent the following:
Good Evening *****,
I got your BBB complaint and will be responding to that but wanted to reach out to you directly and let you know that I did contact FedEx and the shipment is lost in transit so on our end I can either refund the order or put in a replacement for the items.
I am truly sorry that after such a long way for your products you then received customer service that I am not proud of and I have already set up a coaching session tomorrow with this rep on how we can handle this better in the future. While we usually do not contact FedEx on our end, we could have responded and gave the options that I have above and we failed to do so.
I look forward to your response and hope you have a wonderful evening.
Review from Ryan T
1 star10/25/2021
This company is in over its head. We purchased several items of clothing as an athletic fundraiser before the sports season started. There is one week left in the season and we still have not received anything. What is the point of purchasing a product to wear at the sporting event if the product arrives after the season is over? And then they sent out an email to me about one month ago saying they did not have the size I ordered so an associated made the decision to bump the size up, without asking me, and without offering me a refund. Bad business, should not be associated with schools!!Varsity Brands Holding Co. Response
10/26/2021
Hello ****,
I am sorry that you order was not delivered during our standard time frame we provide. Global Supply Chain challenges due to the impact of COVID-19 are affecting all industries and companies, and we apologize for any impact on your Fan Cloth orders. Specifically, due to product availability and current measures in place to protect the safety of our distribution & decoration facility team members, it may take longer than usual to fulfill your order. I do know that this is not ideal at all since you were not able to wear the products during the season. I have refunded your order due to this and you will see that in the next 3-5 business days. Please be assured the Fan Cloth is diligently working to get your order completed and shipped to you as quickly as possible. Thank You, Aireale B. Director - Customer Service-DTCReview from Mat A
1 star10/19/2021
This company is total junk. 9 weeks and season over and still no order. Save you moneyVarsity Brands Holding Co. Response
10/20/2021
Hello ****, I am sorry that you order was not delivered during our standard time frame we provide. Global Supply Chain challenges due to the impact of COVID-19 are affecting all industries and companies, and we apologize for any impact on your Fan Cloth orders. Specifically, due to product availability and current measures in place to protect the safety of our distribution & decoration facility team members, it may take longer than usual to fulfill your order. I do see your order is currently as of 9/7 and we are quoting a 6-7 week turn time on all orders. I do know that this is not ideal at all since you were not able to wear the products during the season. I have refunded your order due to this and you will see that in the next 3-5 business days. Please be assured the Fan Cloth is diligently working to get your order completed and shipped to you as quickly as possible. Thank You, Aireale B. Director - Customer Service-DTCReview from Monica R
1 star10/04/2021
TERRIBLE customer service. I placed my order on 8/15 in support of my nephews pop warner football team. Between August through September, I received 4 emails notifying me that my order was being processed. Finally, now in October, I sent out an email to the company expressing my interest in cancelling my order. I have attended about half of the season's games without merchandise and quite honestly didn't see the need for the merchandise any longer, considering the season is coming to an end. I was told that my order is scheduled to ship on 10/14, 10 DAYS FROM NOW and they are unable to cancel my order. So in summary, I've waited 2 months for merchandise that's still 10 days away from being shipped, never mind received, and I still cannot cancel my order.... Thieves... I will NEVER EVER recommend this company to anyone, I will not be using this company again and will be on the lookout for a more reputable company to do business with. My only regret is not reading the reviews here first before placing an order with them.Varsity Brands Holding Co. Response
10/05/2021
Hello ******,
I do apologize that you did not receive the service that we pride ourselves on when you emailed us about your order. I have refunded the full order due to the delay that was caused in production. We are experiencing unprecedented Global Supply Chain issues and that information should have been provided as we do take ownership that items are not being received by our original quoted turn time. Your refund in the amount of $120.94 will be processed in the next 3-5 business days.
Please feel free to reach out to me if you have any additional questions or concerns.
Thank you,
Aireale ******* (she/her)
Director - Customer Service-DTC
BSN Sports
p: XXX-XXX-XXXX ext XXXXXCustomer Response
10/06/2021
Thank you *******. I will be in touch about my second order and the refund process for that order as well.Review from Jenn C
1 star10/04/2021
This is a terrible company to order items from. I ordered 2 large shirts for our school fundraiser for my Daughter. Not only did it take longer to receive them, they were not what we ordered. One shirt fits like a small/medium and the other shirt fits like a XL. Neither shirt can be worn now and was a waste of money. I e-mailed the company asking for different shirts to be mailed to me or my money back and they stated they can't do either because the are custom made shirts for our school. I help our school, community and surrounding schools order clothes and I can guarantee you this company will never be used.Varsity Brands Holding Co. Response
10/07/2021
Hello ***,
Thank you so much for being willing to allow me to try and make things right for you. I am truly sorry we were not able to replace the items for you but I have processed the refund and you will see that in the next 3-5 business days. I will also be sending your refund receipt tomorrow morning when the system has generated it.
Thank You,
Aireale B.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.