ComplaintsforDallas Cowboys Pro Shops, LP
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Complaint Details
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Initial Complaint
11/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Transaction Date: 11/12/2021 Order Number: XXX-XXXX-XXXX I ordered a Dallas Cowboys Jersey and also Dallas Cowboys tire stem caps. I was told that I would get the product delivered in 1 day. As of today 11/19/2021 I have not received my order. First Tracking number 1LSCXIMFJXXXXXXXXXX shows that this package has been misrouted incorrectly twice which caused me 2 contact the company for answers and a solution. 11/17/2021 I called and spoke 2 Haley who clearly doesn't understand customer service. All she kept telling me was "I don't understand why it was misrouted and I don't know anything about the shipping company being used", "We have no way 2 contact the shipping company but as of today, I haven't heard of any issues with Lasership" How as a company you can tell a customer that order products from you, "you don't know anything about the shipping company". Even before she verified my issue, she started 2 give me a general statement on why I have not received my package yet. She stated doing this without even looking into the tracking info to clearly see that at this point, she's just reading off a protocol manual instead of looking into my actual issue. I had 2 instruct Haley that my package was misrouted twice. Conclusion: Haley resent out my items 2 me and said I wouldn't have this problem again. 11/19/2021 I checked the status of my replacement order, 1LSCXIMFJXXXXXXXXXX and low and behold, IT SAIDS THE SAME THING. I live in florida and this package was received at the Florida location yet again it was misrouted to the same location as the first 1, VA. So this package left Florida where it should be delivered to, only 2 go out of the state to VA. Guy ( I didn't cant the reps name) in which he hung up the phone claiming to get a supervisor. called back and spoke to Tiana who again was giving me general info that has nothing to do with my order. Now I am waiting 24 hours 4 a supervisor to give me a call back. I will never order again from this company.Business response
01/20/2022
Business Response /* (1000, 5, 2021/11/23) */ Contact Name and Title: Lisa CS Manager Contact Phone: XXX-XXX-XXXX Contact Email: *******@dallascowboys.net We are sorry for the delay, and inconvenience you experienced with this order. Our records indicate you contacted us on 11/17 to advise you had not yet received your package. A reshipment was shipped out that day, this was also delayed and we issued a refund for the order on 11/20. Tracking shows the reshipment was delivered 11/22. On 11/23 we have sent you an email to confirm the receipt of the reshipment.Initial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ordered a jersey on 8/16/2021. It was supposed to arrive in 3-5 days. Called customer service on 9/10/2021 to check status. Was told item was still processing because it was out of stock. Why would you advertise an item you don't have? Was told they would check the warehouse and get back to me by 9/13/2021. No one ever called. I called customer service again on 9/16/2021 and requested a refund. I was told by representative and supervisor that it was too late to cancel my order. I would have to wait until I received my jersey then return it back to them to get a refund but no one knows when it will be in stock or be shipped out.Business response
11/16/2021
Business Response /* (1000, 5, 2021/09/20) */ Good morning. Our Lead, Ben, was able to complete your cancel request on Friday by partnering with the warehouse management. This order will not ship and the pending authorization on your Visa will be released by end of day tomorrow. Have a great day! Consumer Response /* (2000, 7, 2021/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) They cancelled my order and released my money.Initial Complaint
09/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Reached out to Dallas Cowboys official pro shop involving an order that I placed online over 6 days ago. Was told the order wouldn't be shipping for a few more days, so I asked to cancel but was refused the option to cancel the order. It wasn't a customer order, just a polo and hat from their website inventory. I don't understand why they wouldn't allow a cancellation on an order that wasn't shipping for a few more days.Business response
11/17/2021
Business Response /* (1000, 5, 2021/09/16) */ Good afternoon. I apologize for the confusion regarding this request. Normally there are only certain stages in which an order can be canceled. we were able to make an exception in your case and contact some warehouse supervisors to execute your cancellation request. This order has been canceled and the pending authorization on your Visa will be returned in 2 to 3 business days. Thanks and have a great day! Jessica *******Initial Complaint
08/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase on 08/19/2021 and it is currently 08/28/2021 and I haven't received any shipping updates. I reached out through the website and haven't received an call or response. I would like to know where my order is and if I would still be receiving. If not can a have a refund to my account so I can order elsewhere.Business response
11/03/2021
Business Response /* (1000, 5, 2021/08/31) */ Hello. I apologize for the delays with your order. Our records indicate that we replied to your email on Friday 10:40 am to communicate that we were experiencing processing delays and that we were working on getting out your order as soon as possible. Your order was shipped out on Tue 8/30 and is scheduled for delivery on Thursday September 2nd. Your tracking number is 1Z51F91YYWXXXXXXXX with UPS. Consumer Response /* (2000, 7, 2021/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally received my package. When I initially reached out to them they had no definite date on when I would receive my order. After putting in the claim they were quick and I received my order in a matter of days. Thanks for being efficient.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.