ComplaintsforElite Sports Socks

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My "company" is a PTA located outside ******* *****. Our product was supposed to be delivered on 4/16/2024. I have tried calling (phone goes straight to voicemail) multiple times, leaving at least one voice message. Their voice recording says "for faster service email us". I have sent a couple of emails that have gone unanswered. Not even a computer reply saying "we will answer in ** days/hours". I have reached out to the owner on LinkedIn, and still no answer. Our non-profit has spent ~$750.00 on socks for a sports event. We have no time to reorder, as it was I paid for rush shipping in case of an issue. With no communication from the company I had no other recourse then to reach out to the BBB for assistance. I have 57 students who are going to perform in a race in two weeks without their "uniform".

  Business response

  04/19/2024

  This client placed an order on March 26th at 11:08AM CST. When an order is placed, the client must check a box stating that they have read and understand our company's policies and procedures located on this page.

  It reads our policy regarding shipping as follows:

  Shipping
  Samples
  The quoted price for samples includes all shipping fees.
  Samples are shipped with *** ground which typically takes 2 to 7 days to arrive.
  We reserve the right to limit the number of samples sent per person or team and may charge for additional samples.
  Custom socks
  *** Shipping cost is $19 for orders less than 100 pairs, and free shipping for orders 100 pairs or more.
  ****** Shipping cost is $49 per order.
  Custom Socks are shipped with ***, USPS, FedEx or DHL and typically takes 2 to 7 days to arrive after shipment.
  You will be sent a tracking number as soon as your order ships out.
  If you have a deadline on your order we will endeavor to ship the socks out early enough to reach you on or before your deadline date. A deadline is only guaranteed with a Rush order and refer to the Refund Policy for details.

  This client paid for priority status upgrade, which allows for their order to be bumped to the front of the production queue and we give an ESTIMATED delivery date. As stated in the policy above only RUSH orders have GUARANTEED DELIVERY DATES. This client did NOT pay for rush delivery and their order is being produced within the guidelines stated on their initial email from our company that explains shipping takes 3-4 weeks from the time we receive a paid order. 

  Regarding the phone delay, we had a phone call request on April 17th at 4:39PM CST. As that was the end of the day, the call was not returned until the following day as we are in our SPRING PEAK SEASON. The client spoke with our phone staff on April 18th at 3:29PM CST. 

  This client had a chance to review his order payment details before submitting payment, but selected the wrong option for art fees and paid the fee. Also, he did not add his sales tax info for that fee to be removed. Even though our policy states that there is a fee for refunds if we are not at fault, we waived that fee and our accounting manager had agreed to refund both requests. 

  We have done our best to offer full transparency and good customer service. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $818.35 worth of special order socks from this company. Upon arrival, there was a spelling error on a sock style resulting in $306.60 of socks that could not be given to customers. I contacted elite as soon as the mistake was caught and agreed to a 50% refund. That was 2/3/2024. I was told by a manager at Elite that the check was issued and in the mail. I have yet to receive that refund and get excuse after excuse as to why it has yet to arrive.

  Business response

  03/14/2024

  Unfortunately, there was a production error with this client's custom sock order. The complaint was received Feb. 1st. An investigation was completed and a resolution email was sent on Feb. 3rd with multiple options including returning the socks for a full refund, replacement socks and a partial refund but keeping the socks with the error was sent. They chose to keep the socks and receive a refund. They did not have a credit card on file for the refund so a check by mail was issued as soon as the refund request was approved by our accounting manager. The check was mailed via **** first class post within 1 week of the request, but was lost in transit. An offer was made to issue a second check, but the client advised that they would be contacting BBB due to their displeasure. 

*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. ↩