ComplaintsforSportswear Inc
Online Shopping
Current Alerts For This Business
Pattern of Complaint:
On June 12, 2020, Better Business Bureau recognized a pattern of complaints and customer reviews from consumers regarding delivery and customer service issues. Consumers allege that after ordering and paying for products from Prep Sportwear’s and waiting several months, they have not received their product. Consumers claim they are unable to track their orders and are unsuccessful when attempting to contact the company for assistance or a refund.
The company is working with BBB to eliminate the underlying pattern of complaints. On July 23, 2020, Prep Sportswear responded to BBB by stating the following:
Over the past few months our business has been significantly impacted by COVID-19. We would like to share the recent impacts to our business, and outline how we are responding to these challenges that have impacted you, our customer.
- We have experienced a tremendous increase in order volume over the past four month period. Our company was not ready for this immediate increase in orders, and therefore we experienced a delay in shipping orders. Our usual time frame is to customize your individual order and ship it within (4) business days. The increased volume combined with labor issues related to COVID-19 increased our ship time up to (7-10) business days.
- The significant increase in orders and customer inquiries was more than our Customer Service team and technology platform was prepared to handle. In response, we recently upgraded our customer service technology platform, hired a new Customer Experience Manager, and are adding additional team members to our service team.
- Our supply chain vendors have been significantly impacted by COVID-19. As a result, we have experienced multiple delays in vendor shipments for both products and materials which has caused additional delays in the manufacturing of our customized products.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Shipment was not received, it was shipped to ******* **. which is not my home address. I want the Vendor to ship me a replacement using a next day delivery carrier at their cost.Initial Complaint
01/27/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Paid for ***************************** ******. This is the correct address for the initial complaint. I thought the jersey came from ********** ********. The purchased item was from Prep SportswearBusiness response
02/02/2024
Hi **********,
Thank you for reaching out to us through the BBB. After reviewing your order it looks like you were assisted by our customer service agents ********, and *******. We apologize the first order was never received but are glad to see a replacement order is on the way. We will notify you once the order has been shipped and it is on its way. Thank you for your patience and we hope you receive your order here shortly. If you have any questions feel free to reply to the most recent email we sent you for quicker assistance. Have a wonderful weekend.
Best,
**************************Customer response
02/02/2024
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.
Sincerely,
*******************************Initial Complaint
12/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Received the wrong school print I had ordered to be put on a hoodie and not able to get in contact with someoneBusiness response
02/02/2024
Good afternoon ****,
My name is ******; a **************** Representative at **********************.
I am reaching out regarding a review you left on the BBB concerning order 5311290.
Upon review, I see that you were assisted via live chat by one of our agents who was able to resolve the matter with a replacement; order 5316175. We see that the item has since been delivered.
USPS tracking link - **************************************************************************************
How did the item turn out? Please let us know by replying to the direct email we sent to you, and if there is anything else we can do to earn a better score.
Best,
******Initial Complaint
11/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered two sweatshirts for my grandchildrens school wrestling team and they did not print them out the way I had chosen or in the color I chose. They were done by Prep Sportswear. I paid $78.29 for them and cant even return them or get my money back.Business response
11/17/2023
Hi ********,
Thank you for reaching out to us through the BBB. We were sorry to hear about the design issue but we are glad to see that ******** is assisting you in rectifying the matter. Please let us know if there is anything else we can assist you with by replying back to her email.
Best,
**************************Initial Complaint
11/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed and order with the company over 2weeks ago and I have not got any confirmation on a delivery and cannot contact them . Only contact they offer is from a bot . That has pre determined answers. They wont let me cancel my order or nothing . Just looking for my product or my money backBusiness response
11/20/2023
Hi *****,
Thank you for reaching out to us through the BBB. We apologize for the delay with your order and saw that you were contacted by ****** who has provided you with an update and a potential resolution. After reviewing your order it looks like **** has your order in their possession and will provide an ETA once it has reached their transfer center. We provided the link below. Again, we apologize for the length of time it took to produce your garments, but we hope that you will like our finished product once you receive them. If you have any questions please feel free to reply back to the email ****** sent over to you. Thanks.
**************************************************************************************
Best,
***********Customer response
11/25/2023
After submitting my claim with BBB *********** finally starting contacting me and sent out the product . My order was received today 11/25 . Placed the order 10/25 . Thank you BBBInitial Complaint
11/06/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I ordered four screen printed sweatshirts on 10/26/23. ****** advertised a delivery date of 11/3/23. I also looked on their site which states a turn around time of four days. Here we are on 11/6/23 and the site still says in production. We have a signing date for our daughter for college is why we ordered these sweatshirts for her that is taking place on 11/8/23 in the afternoon. We have now had to rush and order sweatshirts through someone else and they are arriving tomorrow on 11/7/23. This is unacceptable and false advertising. I request your help in getting a refund of ******.Business response
11/10/2023
Hi ******,
Thank you for reaching out to us through the BBB. We apologize for the length of time it took for your order to be received. We know you had to go through other means to have apparel for the important day. On our site, we do list that most orders are done on average 4 days because there can be other mitigating factors that can cause items to be produced and completed longer than intended. Regardless, we wish it would have been there prior to the 8th and not on the exact day. We know **** was assisting you and offered a resolution with a refund and to get it escalated as soon as possible. If you decide to purchase with us again please reply back to ****'s email and we would love to offer you a future discount on your future order. Hope all went well and you have a wonderful weekend.
Best,
**************************Customer response
11/10/2023
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.
Sincerely,
*************************Initial Complaint
11/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a sweatshirt online and received the wrong sweatshirt- says no returns ** customized.. contacted customer support and got no response within time limit , I want to return the sweatshirt or get the one I wanted and they say on website no returns bc it is customizedBusiness response
11/10/2023
Hi ******,
Thank you for reaching out to us through the BBB. We apologize it did not show up as expected but we are glad to see **** is currently assisting you with a replacement order. If you need any further assistance please reply back to his most recent email.
Best,
**************************Initial Complaint
11/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered an embroidered sweat shirt. I was charged, but the item was never shipped. They have no contact phone number, and I have no way to contact the organization. I want my money refunded back to my card.Business response
11/10/2023
Hi *****,
Thank you for reaching out to us via the BBB. We appreciate your feedback and apologize the item took longer than you had expected. We do state most orders average 4 days because there will be moments when we receive a high volume of orders or the customers have chosen our specialty items (your fanthread purchase) which may increase the turnaround time. As, much as we mean to be exact things can fluctuate, and as a small business we try to adjust when we notice a change in time. After reviewing your account we saw that your order was shipped and delivered on Nov. 10th. Please let us know how everything turned out. If you have any further questions or feedback feel free to email ******************************************.
**************************************************************************************
Best,
***********Initial Complaint
10/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered my product on 10/21/2023. Their website says it takes 5 to 7 business days to ship. It's been over a week and there is still no tracking information on the website. No customer support other than the limited chat that only has prep loaded questions. My Order number is *******. I would like my product shipped or my money refunded. This has been a horrible experience.Business response
11/10/2023
Hi Saim,
Thank you for reaching out to us via the BBB. We appreciate your feedback and apologize the item took 7 business days instead of the average 4. We do state most orders because there will be moments when we receive a high volume of orders or the customers have chosen our specialty items which may increase the turnaround time. As, much as we mean to be exact things can fluctuate, and as a small business we try to adjust when we notice a change in time. After reviewing your account we saw that your order was shipped and delivered on Nov. 4th. Please let us know how everything turned out. If you have any further questions or feedback feel free to email ******************************************.
**************************************************************************************
Best,
***********Customer response
11/10/2023
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.Initial Complaint
10/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order placed for $171.84 on October 4th. Never received the items or any tracking number. There is no customer service. A chat bot just keeps saying it will be ready soon. The website states 4 business days in production and then shipped. It has been 23 calendar days since I ordered and it's still not complete or shipped.Business response
11/10/2023
Hello *******,
We hope this email finds you well.
We received notice of a complaint filed with the BBB regarding your most recent order. You mentioned you did not receive your items or a tracking number. You also mentioned you tried to contact us but were not assisted.
We are sorry to hear about these issues with your order. We reviewed your chats on our site, it looks like you actually spoke with two of our agents on 10/19, 10/24, 10/30, and 11/2. Our agent **** refunded your shipping on 10/24 due to the delay with your items, you should already see that refund in your bank account. Looking at your order, it included a higher quantity of items compared to our regular 2-3 item orders and it also included one of our specialty items that typically takes a bit longer to produce. Our website states most orders will take 4 business days to produce but does not guarantee every order will be shipped within this timeframe because there are factors such as the number of items ordered or types of items ordered.
We are glad to see your order was delivered earlier today. I have attached a tracking link so you can check the shipping status: **************************************************************************************
We hope you enjoy the items picked out. Feel free to reach out if you have any more questions or concerns. Have a great rest of your day!
Best,
*********
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Contact Information
2211 Elliott Ave STE 601
Seattle, WA 98121-3626
Business hours
Today,6:00 AM - 7:00 PM
| MMonday | 6:00 AM - 7:00 PM |
|---|---|
| TTuesday | 6:00 AM - 7:00 PM |
| WWednesday | 6:00 AM - 7:00 PM |
| ThThursday | 6:00 AM - 7:00 PM |
| FFriday | 6:00 AM - 7:00 PM |
| SaSaturday | Closed |
| SuSunday | Closed |
Customer Complaints Summary
345 total complaints in the last 3 years.
43 complaints closed in the last 12 months.