Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 86 soccer shirts from The Soccer Factory on January 22nd and received them on February 3rd. Upon receiving the order, I found that one jersey had no graphics on the back, and three shirts were missing. I reached out to address these issues, but the customer service experience has been extremely frustrating.Despite their claims of sending me a return label, I never received it. Every attempt to communicate with representatives **** or ***** has taken days to get a response. When they do respond, I feel ignored, and it seems like they do not care about resolving my concerns.We are a small soccer club just starting out, and we chose The Soccer Factory hoping for reliable service and support. Unfortunately, this experience has been absolutely awful, impacting our teams ability to be properly outfitted.

  

  Business Response

  Date: 02/20/2025

  To whom it may concern, I hope this message finds you well. We have carefully reviewed the details of the order in question, and I can confirm that all products were shipped as per the original request. However, upon further inspection, we identified that one of the jerseys did not have the correct print, which we acknowledge as an oversight on our part.
  To address this, we immediately provided the customer with a return shipping label to facilitate the return and replacement of the item. As of now, we have not received confirmation that the customer has utilized the return label to send the item back.
  Please feel free to reach out if you need additional information or assistance regarding this matter. We are happy to help in any way we can to ensure this issue is resolved promptly.

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a team order for custom jerseys. My sponsor was paying for a portion of the jersey order. My sponsor mailed a check to them and i would pay the remaining balance. The check was delayed in the mail so i paid in full in order to receive the jerseys. The check was still not received by them so my sponsor called them to void the check. I was going to resolve payment directly between my sponsor but they cashed the check when they were instructed NOT to. Then i expected a simple credit on my credit card but they said it would take a few weeks to investigate. I had to dispute the charge on my card for their negligence. Also there was a sizing issue where the large fit like X-Large, and Med like Large ect. They would not address this issue to fix it.

  

  Business Response

  Date: 11/27/2024

  To whom it may concern, I am writing to provide a detailed account of the situation involving ******* *****, Order #******, placed on August 20th. Below is a comprehensive timeline and explanation of the key points surrounding the order, payment issues, and subsequent chargeback:
  

  1. Initial Payment and Request for Confirmation:
  After the order was placed (Purchase Order), we requested payment confirmation or tracking details for the check meant to process the payment.
  Despite multiple requests, the customer insisted on paying out of pocket with personal funds, disregarding our repeated explanation that any financial transactions or reimbursements must be handled through their sponsor.
  

  2. Failure to Verify Payment and Chargeback Initiation:
  We could not verify that the check from the sponsor was ever received.
  As a result, the customer initiated a chargeback.
  We responded promptly, providing evidence that all products were delivered as requested in a timely turnaround and that clear instructions were given on how to seek reimbursement through their sponsor. Per company guidelines, there was no valid basis to issue a refund directly to the customer.
  

  3. Request for Product Modification and Sizing Dispute:
  During the chargeback process, the customer requested adjustments to the product, citing discrepancies when compared to ****** product sizing.
  Since we did not supply ****** product for this order, this comparison held no basis. Nevertheless, I did not neglect the customer's concerns and kindly explained that, as a sales representative, my role is defined, and I am limited in my ability to make modifications, especially in a situation that has been escalated via a chargeback.
  

  4. Customer Escalation and Current Status:
  Despite my efforts to assist within the scope of my role, the customer escalated the issue beyond my supervision by pursuing the chargeback.
  I have since informed the customer that, due to the ongoing chargeback and my defined role, I am unable to offer further assistance.
  

  5. Offer of Additional Clarification:
  At this moment, I am only able to offer a more detailed breakdown of the timeline if necessary. The customers current complaint appears to be based on their own inconvenience rather than any failure on our part to follow company protocols or provide service.
  Please let me know if any further details are required, or if additional steps should be taken to address this situation.

  Customer Answer

  Date: 11/27/2024

  Complaint: 22483688
  
  I am rejecting this response because:  They FAIL to explain why they cashed my sponsor's check when told not to. The issue with everything why I disputed the charge was because they cashed the check when told not to because I handled the reimburse on my own. But it was them that cashed the check when told not to. And they made zero attempt to fix the sizing. Most of what they said in their response was false. I need this sizing issue solved.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was an order for 30 soccer uniforms for my high school girls' team. The order was received around Jan of 2023. The box the uniforms came in was packaged poorly and the box was damaged when shipped and several uniforms had dirt on them. I contacted the company, and we worked through that problem by me washing them and them not having to reprint them. The uniforms sat in boxes until mid-August when they were handed out for the season. After one game and one was, I had a few uniforms that the lettering was coming off. The first picture enclosed is of this. I phoned and emailed the company and was told that they could be reprinted and that wouldn't be a problem. I could not send the uniforms in for repair since this was at the start of our soccer season and we needed them for the next few months. As the season went on more and more of only the blue uniforms were having lettering issues (more pics enclosed). I emailed and called again and was told over the phone that it should be an issue to get them reprinted this was verbally over the phone I'm not sure if it's in an email. When the soccer season was finally over, I emailed several times to get info on repairs and sending them out with delayed response. Now in November- Dec I am being told that they won't repair or fix the uniforms they only have a 7-day return policy. We paid $6647.05 for 30 uniforms blue and white tops and shorts and backpacks. We are a low budget school and it's been almost 10 years since we bought new uniforms and after one season most of just the blue uniforms are all having lettering issues. Either they are horribly cracked or now totally missing letters. These are high quality ****** uniforms with cheap lettering. With spending this amount of money my school district expected better quality that would possibly last us at least 5 years or more. These have to be replaced before August of **** for our season starts.

  

  Business Response

  Date: 01/08/2024

  I trust this message finds you well. We acknowledge the recent inquiry regarding the return/exchange of this customized product from the customer's order in January 2023.
  

  Regrettably, our return policy, particularly concerning customized items, is stringently enforced. Given that the product was delivered over a year ago, in January 2023, it poses a significant challenge for us to assess the conditions under which the uniforms have been stored or cared for since then.
  

  Factors such as prolonged exposure to uncontrolled temperatures can have a considerable impact on the quality of the print, making it challenging for us to determine the cause of any issues reported. Therefore, after careful consideration, we find it impractical to entertain a return or provide assistance on an order of this nature a year after its receipt.
  

  We understand the importance of customer satisfaction and assure you that our policies are in place to maintain the highest quality standards. Unfortunately, we cannot make exceptions in this case due to the considerable time that has passed.
  

  We appreciate your understanding in this matter and regret any inconvenience this decision may cause.

   

  RETURN POLICY LINK-*********************************************

  Customer Answer

  Date: 01/08/2024

  Complaint: 21103154
  
  I am rejecting this response because:

  The uniforms were stored in the box that they where shipped in and keep in the school in a heated storage room until the soccer season began. The white uniforms have zero issues and were stored just the same as the blues. The blue uniforms are the only ones that have issuse clearly proving it wasn't storage issue or anthing we could or could do. The shorts are fine as well with no damage.  The issue is pour craftsman ship pour material used on the blue uniforms. 

  I reject this resolution,  the communication over the phone when I first contacted the company when the uniforms were first used and found damage was that it could be fixed and redone! That was over the phone and I do not have thatvin an email. I had to wait for the season to end before they could be shipped to get fixed. I contacted The Soccer Factory several times with spotty at best communication! Even now as I file complaints I wait for an email on a quote to see what it would cost me to pay for the repairs so my team doesnt have to play in the damaged goods! 

  The 7 day warranty on returns is pour business and they should honor their name and products for a better reputation and return costimers. 

  
  Regards,
  
  *******************************

  

  Business Response

  Date: 01/08/2024

  Good afternoon, I trust this message finds you well. We acknowledge your recent inquiry regarding the return of a customized product from your order in January 2023.
  Regrettably, our return policy, particularly concerning customized items, is stringently enforced. Given that the product was delivered over a year ago, in January 2023, it poses a significant challenge for us to assess the conditions under which the uniforms have been stored or cared for since then.
  Factors such as prolonged exposure to uncontrolled temperatures can have a considerable impact on the quality of the print, making it challenging for us to determine the cause of any issues reported. Therefore, after careful consideration, we find it impractical to entertain a return or provide assistance on an order of this nature a year after its receipt.
  We understand the importance of customer satisfaction and assure you that our policies are in place to maintain the highest quality standards. Unfortunately, we cannot make exceptions in this case due to the considerable time that has passed.
  We appreciate your understanding in this matter and regret any inconvenience this decision may cause.

  Customer Answer

  Date: 01/09/2024

  Complaint: 21103154
  
  
  I am rejecting this response because:
  
  The uniforms were stored in the box that they where shipped in and keep in the school in a heated storage room until the soccer season began. The white uniforms have zero issues and were stored just the same as the blues. The blue uniforms are the only ones that have issuse clearly proving it wasn't storage issue or anthing we could or could do. The shorts are fine as well with no damage.  The issue is pour craftsman ship pour material used on the blue uniforms. 
  
  I reject this resolution,  the communication over the phone when I first contacted the company when the uniforms were first used and found damage was that it could be fixed and redone! That was over the phone and I do not have thatvin an email. I had to wait for the season to end before they could be shipped to get fixed. I contacted The Soccer Factory several times with spotty at best communication! Even now as I file complaints I wait for an email on a quote to see what it would cost me to pay for the repairs so my team doesnt have to play in the damaged goods! 
  
  The 7 day warranty on returns is pour business and they should honor their name and products for a better reputation and return costimers. 
  
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, I placed an online soccer via The Soccer Factory (through their online site) for some training soccer jerseys. A set of 18 years, all same style. ORDER # ***** - placed Oct 13, 2023. I was told from my virtual customer service representative there, ****** - ************************************ , that ALL items were in stock when he provided me the quote and I submitted payment for this order. In early November I received PART of this order but remaining jerseys were still outstanding. I did not receive communication of any kind on this as I assumed the whole order would be arriving. I called and emailed multiple times with no responses until mid November when I was told over the phone from their support team the remaining items would be shipped out November 24th. They were not shipped then, so I called back at the end of November to their customer service line again, who did not let me know why it was not shipped out however mentioned the date of Dec 7th/23 for remaining items to be shipped out. I called again today on Dec 8th, and nothing had been shipped out yet. No one has returned my calls on this and when chatting online via their virtual assistant, all I received back in a response was they would check with head office. The items I order were simply blank jerseys. You will see on the attached invoice/quote that blank orders will ship in **** business days from date of order/payment. You will see I paid in full on Oct 13, 2023

  

  Business Response

  Date: 01/09/2024

  To whom it may concern, 
  
  Throughout the fulfillment process, we have made multiple attempts to communicate the status of your order via both email and phone calls. The original backorder date, as communicated to the customer, was set for November 24th. However, it's crucial to note that this date was contingent upon the earliest availability provided by our suppliers.
  
  Regrettably, unforeseen circumstances led to the shift in the backorder date.The product, sourced from ******* encountered delays and was not successfully released until December 14, 2023.
  
  In our commitment to transparency, we made numerous communication attempts with our ****** representatives throughout the duration of your order. Our aim was to ensure a swift and proactive resolution to the challenges we encountered. A
  
  If you have any specific concerns or questions, please feel free to reach out to us directly.
  
  Best regards,

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a soccer uniform kit on June 21, 2022 for the Fall 2022 season. The uniform was not delivered and when I visited the store and spoke to the manager of Soccer Factory on October 6, 2022. I was advised a full refund in the amount of $339.48 would be forthcoming, but Soccer Factory was unable to refund to my credit card as my card had expired after the transaction. I provided the manager with my mailing address for a check. No check arrived and I followed up via email on November 12, 2022 to which Soccer Factory responded they had sent me an email on October 6 asking for a mailing address. I had physically been to Soccer Factory on October 6 and provided that information to the store manager. Still no refund. I followed up again on December 9, 2022 and was advised the matter had been referred to Soccer Factory's accounting department. On January 11, 2023 I received an email advising me a check had been sent and a tracking number was provided. The check arrived on January 12, 2023. Unfortunately the check was dated for January 11, 2022 (prior year). I called Soccer Factory on January 12, 2023 to advise them the check was dated 2022 and requested a replacement check as the check I received could not be deposited or cashed. I called Soccer Factory again a week later and was advised the matter was referred to their accounting department and I would be advised when a replacement check was being sent. Today is February 8, 2023. I called Soccer Factory three times to speak to their sales department. I was placed on hold after being advised I needed to speak to the club sales representative and the call was disconnected. I was placed on a lengthy hold on my third call and when the representative answered he stated they were having problems with their phone lines and I needed to call back later. It's been 8 months since I placed the order and 5 months since I was advised of a full refund yet nothing has happened. I simply want a refund.

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I wanted to close the loop with you regarding the Subject complaint.  The matter has finally been resolved. ********, who identified herself as the General Manager at The Soccer Factory, contacted me directly.  She apologized for the delays and shared The Soccer Factory was under new management.  I received a refund check for the full amount which has been deposited in my account.

  Thank you for your efforts to assist with a positive ******************** is greatly appreciated.

  ***************************

   

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ******** boys H**39373735****3835H team purchased a large amount of products from this company and they havent received everything they have ordered. This order was placed on 05/23/2022 for the amount of $9043.05. Since this order was placed there has been a sincere lack of communication between them and I. They are constantly promising one thing and it never happens. We have not received the correct amount of product we ordered and have received many items that were different than what we ordered. As seen below they have changed items from what was originally ordered. Ex ***** DRY PARK 20 PANT) > (NK DF ACD PNT KPZ) There has been multiple products that were sent over with the wrong number/ mistakes on them. We received a #** pair of pants that we did not order but have never received a #** which we did order. They had sent over the wrong color parka jackets and has not sent over the correct ones nor refunded us for it.On a separate purchase we made with them we had to cancel due to their lack of ability to provide what we purchased and still have not received the payment for reimbursement. This has been a horrible experience and needs to be fixed. We are looking for a majority refund for all of the white jerseys, all of the missing products, the pants that were sent over that were wrong, plus the order that was never received because they didnt have the products. I am willing to send everything we received back to them for a full refund if needed.

  

  Business Response

  Date: 03/21/2023

  To Whom it may concern, This refund was sent out via check sometime ago. We had to accommodate this via check due the credit card not still working.

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 7/6/2022 Amount of Money involved: $172.43 Original Order #******** The business did not provide the full uniform order that was made in July, and promised to refund the amount of $172.43 for the missing items on 11/10/2022. The refund never occurred, and the business has stopped communicating updates.

  

  Business Response

  Date: 01/25/2023

  This customer was advised on 1/10/2023 about a discrepancy on the refund report that caused a delay and they would be advised of an eta as soon as one was available to be provided. I was notified 1/25/23 at 10:00 am that this report is estimated to be complete between 1/30/23-2/3/23. I am currently drafting an email to all affected parents. 

• Initial Complaint

  Date:01/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My business has placed an order with teh soccer factory and after 5 weeks of the order being placed, the order has not shown up and after contacting multiple reps and customer service at the company, there is no update that can be given besides we will check and get you an update. Then an update never comes. I was given an incorrect email address that bounced back for my rep to resolve an issue. There is no update or resolution, no communication on whether my order will be fulfilled or not.

  

  Business Response

  Date: 01/03/2023

  To whom it may concern,
  
  The Soccer Factory staff has been in constant contact with ************************* thought the process of this order. Unfortunately, with timing of this order (holiday season) the manufacturer (kwikgoal) had, much difficulty getting the product shipped out to our customer. Representatives at ********************** reached out to the manufacturer on a daily basis for insight as to the shipment of this order but was provided no information of substance to the resolution of this order. This being said, our representatives reached out to ************************* on 1/3/2023 with the tracking information on the order as the manufacturer was finally able to ship the order. Please let us know if you have any additional questions.
  
  

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18661920, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Chance ***********

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER ID : ********, online order on 07-04-22 in the *********** City Soccer Club 2022 set up by The Team Factory Order Total:$402.99 ordered *********** ***************** Performance Kit for ****************************************, 11 items total, we only received 9 items. We were told a refund would be issued for the missing items which was the **** DRI-FIT SS ACADEMY PRO TOP $39.99 plus tax and **** MATCH FIT KNEE HIGH SOCK $20.16 plus tax

  

  Business Response

  Date: 01/12/2023

  This customer is scheduled to received a refund for their order and are on the batch refund report that is set to go to our accounting department next week.

  Because this transaction is older than 120 days we are unable to process the refund through the platform.

  I have include his line item as well.

  This report was quite substantial as we need to gather more information when processing refunds in this manner.

  He will also receive a confirmation email once the refund report has been complete and returned to me.

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a jersey at SAFC stadium. There were no prices listed. I asked to see Jersey and was given a jersey the tag said 28$. My husband also got a jersey. I paid and assumed it was more because my husband got a very big and nice jersey. When we got home I realized I had been charged ***** instead of 28$. I was never given any indication that I would be baying over 4 times the price listed in the shirt. I would like a refund for the difference.

  

  Business Response

  Date: 11/10/2022

  Good afternoon,

  The price listed on the tag is the standard cost to the reseller. The price is provided to them at check out before they pay. 

  Customer Answer

  Date: 11/14/2022

  Complaint: 18383598
  
  I am rejecting this response because:as initially described I was not given any indication the price would be different and no prices were listed on the jersey. I assumed it was my husbands jersey that was more because it had no tag. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/15/2022

  The price listed on the tag is the standard cost to the reseller. The price is provided to them at check out before they pay.

  Customer Answer

  Date: 11/20/2022

  Complaint: 18383598
  
  I am rejecting this response because:
  This is inaccurate. I was in fact not provided with an indication of an alternate price. I even said 28$ wow thats not bad Ill take it to the salesman and was NEVER corrected! I was fraudulently sold a shirt and I want to have it addressed and fixed. 
  Regards,
  
  *****************************