Complaints

This profile includes complaints for Prep Sportswear's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prep Sportswear

  2211 Elliott Ave Ste 601 Seattle, WA 98121-3626

• 

  Prep Sportswear

  4022 Stone Way N Ste 100 Seattle, WA 98103-8034

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:04/03/2025

  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.

  I purchased a hat online on 3/21/25 for $35.48 total (Order # *******). I received the hat on 3/28/25 via **** **********************. What I received was very different from the images online when I purchased the hat (the thread on the hat I received was super shiny and font was different). I contacted their **************** on 3/30/25 but was informed they don't issue refunds but they offered to replace the hat. The problem is that doesn't resolve my issue as the replacement hat would also look different from the images on their website. When you rely on website images for a purchase what you receive should look exactly like what you ordered.

  Business Response

  Date: 04/03/2025

  "Thank you for the picture. We have issued your replacement, your new order number is *******. We have been experiencing issues with order confirmation emails for replacements not being sent so we highly recommend using our Track Order link that is found at the bottom of our site to check on the status. Since the replacement is made off the original order, the confirmation will show the original hat but I have attached a copy of your new replacement order below to confirm the new hat. No need to send the other hat back, you can either keep or donate it.
  
  We received notice of a recent review left on Trustpilot regarding your initial concern. Since we have rectified this matter with a replacement hat, we would appreciate it if you could please remove it or update your review to reflect this.
  
  Feel free to reach out if you have any more questions or concerns. Have a great rest of your day!"
  
  - *********

  Customer Answer

  Date: 04/03/2025

  You can close compliant  23156132.  I decided to take them up on their offer for a replacement hat.  Thank you

• Initial Complaint

  Date:03/21/2025

  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 sportswear for my ****-mater that is hard to find elsewhere, however I received products blatantly 3 sizes too large and very poor quality. The merchant only offers a basic AI chat with zero resolve or any contact information to reach the merchant by phone or email. I've been forced to dispute the transaction with my bank in lieu of the product issues and inability to contact this company. I wish to return all items for full refund, but the customer has no means of contact to do so. Product tags indicate blatantly wrong material (photo included).

  Business Response

  Date: 03/31/2025

  Hi *****,
  
  We appreciate you contacting us through the BBB. We have attached a few exchanges that had occurred the day you contacted us (March 21st) and the attempts we have made proceeding that conversation. Due to our policy we do not refund any items that are not deemed defective. We understand that this might not be the resolution you are looking for, but we are still offering a replacement on the items you ordered at a different size. Our agent ****** has reached out on the 28th of March to further assist. Please reply back to her and we will be glad to getting you new items that will better fit you or the recipients of the items. Please let ****** know if we can assist further.
  
  Best,
  *********** *.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23097129
  
  I am rejecting this response because:

  The company has not offered me a refund nor any communication beyond informing me they can send new products, but no refund. Their products are cheaply made with poor quality material. I demand a full refund and do not want any other resolve. I attached their last communication to me. 

   

  I highly doubt I'm the first ****** to make such a claim as poor quality of items this company supplied me.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/06/2025

  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 placed an order with Prep Sportswear on 02/25/2025 for two college sweatshirts, and the experience has been nothing short of frustrating. They failed to put my full address on the shipping label, leaving my package stuck in **** limbo for over a week with no resolution in ******** make matters worse, there is no way to call their customer serviceyou can only reach them via email or chat, which is incredibly inconvenient given the price they charge for their products. For what they charge, they should absolutely have live phone support to handle these kinds of issues.Avoid this company at all costs! They are unreliable, make shipping mistakes, and dont issue refunds, so if your package gets lost due to their negligence, youre out of luck. I will never purchase from them again.

  Business Response

  Date: 03/18/2025

  Hi La'***,
  
  Thank you for reaching out to us via the BBB. Our apologies for your experience and the delay in getting your order. We wanted to address a few key points before addressing the conversation you had with our support agent. If an item is lost we work with all customers to either replace their order or provide a refund (this was not the case for your situation). We no longer provide phone support for a few reasons but the ones that helped us make this decision are it allows our support team to assist multiple customers at the same time which allows for efficient interactions, and it allows customers to easily provide photos of their items or links to the pages they need assistance with since they are already at a computer or using their phone. We assist many customers in one day and phone interactions only allow 1-1 conversations which will take away time from other customers who also need help. Now as far as all this relates to your experience with us. We do not feel you received the best experience when you contacted us the other day. Feedback was relayed over to our agent, as many things were left unexplained and we do not feel that we provided clearly what the issue was and what had occurred. So, we will do my best here to help explain it with some key points:
  
  -The address inputted when purchased was the following -  ******************************************** (Could have been a mistake, maybe autofill, old address?)
  -The information provided to you by the postal service was not completely true. If **** had only received the number 305 on the shipping label they would have just returned it to us and not sent it to ***** near where you live, if they didn't have some address information on the package. How would they have known it was a Texas address otherwise?
  -Because the item was not lost best course of action in this scenario is to wait for **** to return the item and for us to reship it to you. 
  
  We can understand you might feel differently about that resolution. We believe that the interaction with the agent did not allow for an agreement to take place and we provided feedback to that agent on how to address any similar situations in the future. We were not clear nor concise and that left you feeling unsure about us and what was going to happen with your order. In the end you did not receive your order without the item having to be returned which is great, and again proof that there was some address information on the package for that to even had happen. Your address listed was close enough that the local **** service was able to deliver it to the right location. We hope this cleared things up for you and again we apologize for your experience and we hope you try us again in the future. You can ask for ********* and we will provide you an additional discount on a future purchase. 
  
  Best,
  ***********

• Initial Complaint

  Date:02/07/2025

  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.

  On January 19, 2025, I ordered a sweatshirt from Prep Sportswear online (www.prepsportswear.com). Prep Sportswear is incorporated as Sportswear Inc. (***************************). My order number is: *******. I paid $41.98 for the sweatshirt. They sent me a sweatshirt that does not look like the picture online. The picture online is a royal blue sweatshirt with a greenish teal font. The sweatshirt I received is a royal blue sweatshirt with a light blue font. I contacted them for a refund and said I'd send back the sweatshirt. They said the color shown online was "wrong" (according to the school colors they allegedly got from the school), and what they sent me was "right" in terms of the school colors. First, what I bought had the right school colors, which is why I bought it. Second, they told me they'd change their website to show the "right" colors, but as of today, it's still the same as when I purchased the sweatshirt with the green font (********************************************************************************************************************************************************************************************************************************************). They will not refund me, even though it was their production mistake. I asked for a full refund, and they only refunded me the shipping cost I paid to receive the sweatshirt, which was $9.99. I want a complete refund because they did not send me what I ordered. Again, I am willing to return the sweatshirt. I have attached pictures of what I ordered versus what I received, and a copy of my emails with customer service. There are comments online suggesting they've done this to more than just me, so I'm filing this complaint so hopefully it never happens to anyone else again. Thank you.

  Customer Answer

  Date: 02/18/2025

  
  
  Hello, 
  
  
  I'm writing to let you know that my complaint, ID ********, was resolved by the vendor, Sportswear, Inc.  Thank you very much for your help.
  
  
  ****** ******
  

  
  

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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 placed the order for a sweatshirt on January 7th and of January 23rd no one can tell me when the item will be delivered. I was sent a tracking number, and they refunded my shipping ($9.99), but I have no idea when, if ever my package will show up and no one has responded to my emails. I would love the sweatshirt, but can't wait another month to get it so need a refund.

  Customer Answer

  Date: 01/23/2025

  Website item was purchased from:  **********************************************;

  Business Response

  Date: 02/05/2025

  Good afternoon ****,
  
  My apologies for the delayed response. 
  
  I see the tracking link show the order was delivered. I wanted to reach out to see how everything turn out. Hopefully great, if not, please let me know so I can further assist you. 
  
  Look forward to hearing from you. 
  
  **************************************************************************************
  
  -Chandler 

• Initial Complaint

  Date:01/15/2025

  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.

  I ordered a sweater online and never received my order. I placed my order (*******) on 12/13/2024 and I have sent an email regarding not getting my order and I keep receiving an automated response... I would like a refund or my order. I was supposed to get this before Christmas but I never did.

  Business Response

  Date: 01/27/2025

  Hi *****,
  
  Thank you for reaching out through the BBB. We appreciate you allowing us to assist you after your first order was lost in transit. After reviewing your order it looks like our agent was able to process a replacement order for you. We attached a screen shot of the order and of the new tracking information. It looks like it was delivered on the 18th of January. Please let us know how it turned out. We will have an agent reach out to you tomorrow to follow up and ask some further questions, so please when you have a moment be on the lookout for ********* contacting you via the email we have in our system. Again, thank you for working with us and we hope you have a wonderful day.
  
  Best,
  *********** *.

  Customer Answer

  Date: 01/28/2025

   
  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

  Date:01/10/2025

  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.

  Transaction Date: September 23, 2023 Order # ******* (Jerzees Men's Polo Shirt , Maroon, X-Large with Mechanicsburg / Fish / 41 printed on it).Tracking # ********************** An amount of $39.48 was taken off of my **** card on September 23, 2024.Prep Sportswear said it was delivered on September 28, 2024 at 1:47 pm.Never received it. It was sent to the wrong address (********************************************). Checked with the ************************** The supervisor said there is no such address and that it was sent back to Prep Sportswear. Early October, I filled out a report on Prep Sportswear web page asking if the shirt had been returned. No response. November 8, called Prep Sportswear and spoke to ****. He said it had been reshipped to **************************************************************************Have not received the shirt to date. 12/29/2024 filing a complaint online with the BBB of **********.

  Business Response

  Date: 01/15/2025

  Hello *******,
  
  We hope this email finds you well.
  
  We received notice of a recent complaint filed with the BBB regarding not receiving an order.
  
  We are sorry to hear that! You mentioned you called and spoke to someone named ****. We would like to clarify we actually don't have a phone number so we did not receive your call. Here is a link showing the different ways you can get into contact with us: ******************************************************************************************************************************
  
  We did however receive your offline messages sent on 10/21, 10/29, and 10/30. Our agent ******** replied asking to confirm the correct address but unfortunately we did not receive a response. I have attached a copy of their last message below.
  
  The tracking information shows the package was delivered and was not marked return to sender. As a result, the package was never returned to our facility. If it had been received back, we would have contacted you to have it reshipped. 
  
  Nonetheless, we are happy to send a replacement free of charge to rectify this matter. You mentioned this should have been the correct address so we will have it shipped here:
  
  ******* P ****
  ******************
  *************, ** 17055
  *************
  
  We have issued your replacement, your new order number is *******. We have been experiencing issues with order confirmation emails for replacements not being sent so we highly recommend using our Track Order link that is found at the bottom of our site to check on the status.
  
  Please let me know if you have any questions or concerns.
  
  
  Best,
  
  *********
  Customer Service Agent

  Customer Answer

  Date: 01/27/2025

  
  
  Please be advised I have finally received the polo shirt I ordered from Prep Sportswear.  Thank you so much.  without your help, I am convinced I would never have received the shirt.  
  
  
  ******* *. Fish

• Initial Complaint

  Date:11/06/2024

  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 set up a store for my school to order spirit wear and the store disappeared. I was unable to open another store since there was already one open. This company has no phone number or email listed on their website, so basically no way to get support. The chat feature is unhelpful as you cannot type your issue but only choose one of the ones they list. I messed around with it for awhile and "****" popped up. I felt hopeful because I had seen his name in reviews. He directed me to an email address, but when I shared I had not had luck with that route and was hoping he could assist, this was his response: I help with sizing, it clearly shows that online.

  Business Response

  Date: 11/27/2024

  Hello *****,
  
  I hope this email finds you well. 
  
  I am reaching out regarding a recent complaint filed with the BBB. You mentioned you were having issues finding the store you created and the customer service agent you spoke with did not provide assistance. 
  
  We are sorry to hear about these issues and truly apologize for the inconvenience they may have caused. We appreciate your feedback regarding your chat experience and we will be sure to share it with our agent. 
  
  Regarding your store, we found the *** to the one you ordered from last month. The store you ordered from is a team store and these ones cannot be searched for on the site, they can only be accessed through a direct ***. Here is the link to it: ***************************************************************************************************************************************
  
  It looks like you created a store for a school though, so we are happy to create a permanent store that can be searched for on the site (if that is something you are interested in). The store you created is typically used more for a specific activity or sport. If you would like us to create the school store, please fill out this form and let me know once it has been completed: *************************************************
  
  Best,
  
  *********
  Customer Service Agent

• Initial Complaint

  Date:10/22/2024

  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.

  On October 7, 2024 I ordered a shirt and hoodie from Prep Sportswear. I placed another order on October 8, 2024. I understand 2 week turn around since it's custom. I received the first t-shirt I ordered about a week later. Still haven't received anything else. I reached out to customer service today, 2 weeks later to see what is going on. I eventually get an email back saying the color threading I ordered is not available. I do not want another color, as these are school colors. I ask for a refund and am told "We can put what is rest of the maroon with another color, however we do not have enough for the entire design, let me know here, thank you. We wouldn't be able to refund it, so if you don't choose, Production will."They are now saying I am trying to cancel my order when I am simply saying I want what I ordered. Evidently production will make what they want and I just have to accept it, after paying for it and waiting beyond the stated production time. AVOID PREP SPORTSWEAR AT ALL COSTS.

  Business Response

  Date: 11/08/2024

  Hi ******,
  
  We had sent the following message to you on the 24th of October:
  
  "Good evening,
  
  Thank you for your quick response. 
  
  It looks like order ******* is in transit to arrive Monday the 28th which means it shipped out on the 13th business day. Order ******* should be completed and shipped out next week. Again, we are truly sorry for any frustration caused but these are our currently production times. We will go ahead and refund the shipping on both orders, which you should receive in 3-5 business days. 
  
  Once both orders are received please reach back out to let us know how everything turned out. 
  
  Thank you for your willingness to work with us. 
  
  -******** "
  
  We hope you have enjoyed both of your orders, and please let us know if you need any further assistance.
  
  Best,
  ***********

  Customer Answer

  Date: 11/08/2024

   
  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

  Date:10/18/2024

  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.

  On October 12, 2024 I purchased some items online with Prep Sportswear. I never received an order number nor date of shipment. I sent several emails, as the contacts numbers I saw online were not working. I did not receive a response until yesterday saying they could not find my order. However, I was charged for my order. I am requesting a refund. I then went on the website to request a refund but was not allowed to do so. I am reaching out because I have not been contacted in any way regarding my request.

  Business Response

  Date: 10/24/2024

  Hi *****,
  
  We are glad you received your order. We apologize that you did not receive any information once you purchased from our site. Our best guess is that the information entered was either misspelled or possibly under another name or email. Based on the information below you provided, we weren't able to locate your order. Nonetheless, we are glad you were able to receive your order. Let us know if there is anything else we can assist you with.
  
  ***** *******
  **********************************************************************
  Daytime Phone: **************
  E-mail: ******************************
  
  Best,
  ***********