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Complaint Details
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Initial Complaint
11/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
11/21/2023 Ordered shirts and realized right after i sent in the order the adress was wrong. Reached out in an email to cancel, or change the adress. I was told the itam had already shipped. I didnt think it was possible since i ordered it at 10pm and was told at 7:30am in an email that it was shipped. And could not be changed. I called at 3:30 pm to make sure it was shipped. I asked if they had an over night crew, they said no. I asked how it was already ******* then, the girl said well was not shipped at 7:30am when i got the email. But now it was shipped out. So I asked to get shipping information so i could reach out to the shipping company. She then told that the item had not shipped, they still had it, but that i could not cancel, or change an adress. Their system could not do that. These were shirts for my kids softball team. I cant afford to buy 2 sets, and it will be to late after a refund, if the wrong adress even sends them back. At the very least an adress change would have made this work.Business response
11/24/2023
Thank you so much for reaching out. Once orders are placed on our site they cannot be canceled or changed. We have this posted. We also have a warning when checking out with PayPal to ensure the information is accurate before completing the checkout process. This customer has an old, incorrect address on their paypal account. They did not verify the address was correct before checking out and used the old information. They contacted us to cancel or change the order via email. Despite our policy of no cancelations we did reach out to our warehouse to attempt to get this canceled on the customers behalf. Unfortunately, the order was too far along in the process. We then sent alternative solutions to try to retrieve the package. We have not heard if the customer has attempted to have the package rerouted or not. We will have the shipment returned to sender and refund the customer. Please keep in mind this costs ********************** $25 per shipment. Once we have confirmation that the package is RTS we will refund this customer. The customer filed this dispute even though we were not finished assisting them as we closed early on Wednesday and Closed on Thursday for Thanksgiving. We are back in the office today and will finish the process.Initial Complaint
08/18/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a large quantity of shirts from this company in June, upon receiving them, I realized that I did not need all of them as they were not the quality I needed. As per their return policy I emailed them for a return authorization. I listed the exact shirts I was sending back, and a couple days later they sent me a return authorization number and a shipping label for 39lbs of shirts. Their website states to allow 10 days from the receipt of said package to be issued a refund. On the 11th day with no refund, I reached out to the company and was told that the warehouse says they didnt receive all of the shirts and asked if I wanted an adjusted refund. No I do not. I want refunded for all of the shirts that I sent. 79 of 119 shirts were what they said were received. I know that I did not keep 40 extra shirts, and that would be a difference of way over $100, not to mention 12 pounds difference in weight. I want my refund for ALL of the shirts that I sent. Its bad business.Business response
08/18/2021
There was a discrepancy on what items were sent back and what our warehouse counted. We counted the inventory twice and came up with the same result each time. However, we did refund the customer in full upon completion of the investigation as we never want customers to be unhappy. There is product missing from the shipment but the customer has been refunded in full and we have communicated that to the customer. We do not know if this is an issue with UPS perhaps damaging a shipment and losing some items or not. I have attached the refund receipt and the email thread with the customer.Customer response
08/19/2021
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 know that I did not leave any items out of the shipment, and we weren't talking about a small amount of money.
Sincerely,
**** *******
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.