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A BBB Accredited Business since
BBB has determined that The Soccer Factory meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for The Soccer Factory include:
- Length of time business has been operating
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Ivan Ontiveros, Owner
Sportswear - Retail
Alternate Business NamesTeamcast LLC
12066 Starcrest Dr Ste 100
San Antonio, TX 78247 (210) 495-7676 (800) 987-6223 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (210) 495-7676(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Purchased a jersey with name and number. Name was wrong on the jersey. When you own a soccer store you should know the exact name with suffix (or not). very disappointing they were only going to reimburse me the cost of the transfer on the back $20.00. they were not willing to redo or give me another shirt with the correct transfer. the cost of the shirt $120.00 this was unprofessional and not a good way to run a business. the work performed was unsatisfactory. I called to ask for a refund, or other shirt and they said no. nothing on the workorder states the store policy.
Although I can appreciate the customers concern. Names very from season to season. It is often that customers want different names based off of that fact. We only produced the request on time and with no issue. We refunded the custom the name transfer although we were in our right not to do so. Please let me know if any one has any more questions.
I attached imagery of other jersey providers also putting the name "******" on jerseys. However, I don't want to lose a customer over a miss-understanding. I'm willing to give you store credit of $95. Please let me know if this will work for you. Again, I would hate to lose a customer!
Better Business Bureau:
Problems with Product/Service
Read Complaint Details
Complaint: For several years, the school I coach at has used the Soccer Factory for team orders. The orders have always been tax exempt and payment has been provided by the school. Employee turnover is pretty high, so every year I end up dealing with different people to process the school's orders. For the most part, the orders are completed accurate. Although, the screening of products has at times been incorrect and can't be fixed (i.e. - wrong numbers screened on jerseys). Overall, service was satisfactory. However, that changed drastically with the last order placed November 2012. The school provided full payment for the order late November 2012 prior to receiving all of the items ordered. Most items were provided within a reasonable amount of time. Certain sizes never became available. It was difficult to get updates as the months went by. When it became apparent the items would never be available, I started to work a credit for the remaining $514 of items not delivered. Again it was extremely difficult to get responses/updates. Then I started to be given new requirements, like a new format for the already provided tax exemption forms (which were sufficient the previous 5 years of doing business with them). Then we were told a credit could not be provided until we supplied the check number used. It has now been over a year. The latest response is that they can provide a credit, but after factoring taxes over the entire order, significantly reducing the remaining credit.
Desired Settlement: Remaining credit of $514 should be refunded to the school ASAP. The Soccer Factory has accepted the school's tax exemption status for 5 years and has no reason to question it now and all of a sudden want to charge taxes.
I started working on this complaint over a few months. We have been trying to resolve the issue directly with the school due to conflicting information from our previous rep that originally handled the sale and from the customer. We are not in disagreement with the credit. In Fact the credit is valid and does belong to the school, organization or persons. The problem we are having is trying to figure out who the credit belongs to.
Read Complaint Details
Complaint: An ********* National Soccer Team Jersey with the ****** ***** numbers placed on the jersey was purchased on August **, 2013. The deal was to have ****** *****'s numbers place on the Jersery before August **, 2013 in time for son's birthday. A credit card transaction was swiped and a receipt was issued. We have followed up weekly and have been given the run around. We have spoken with the owner 3 times and the problem has not been resolved. They caveat answer is the number has been ordered and they can not provide us with a date when the item will come in.
Desired Settlement: I would like the item purchased delivered and a gift card for $50 for the excessive inconvience.
Dear Mr. ********,
The individual who is filing this complaint (***** ******** **.) is not the individual who made the purchase. He is the son of our customer (***** ******** **.). We discovered this after speaking with the father by phone yesterday. Apparently the item in question was being purchased by the father to give to his son. The son is not familiar with all of the conversations we had with his father.