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Start With Trust®
In Northeast Florida & The Southeast Atlantic
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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Fanatics Retail Group 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Fanatics Retail Group include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 544 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

544 complaints closed with BBB in last 3 years | 346 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 119
Billing/Collection Issues 19
Delivery Issues 93
Guarantee/Warranty Issues 7
Problems with Product/Service 306
Total Closed Complaints 544

Customer Reviews Summary Read customer reviews

61 Customer Reviews on Fanatics Retail Group
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 1
Negative Experience 53
Total Customer Reviews 61

Additional Information

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BBB file opened: December 01, 2003 Business started: 02/27/1995 in FL Business started locally: 02/27/1995 Business incorporated: 02/27/1995 in FL
Type of Entity

Corporation

Business Management
Mr. Lee Pinkerton, Vice President, Customer Experience Mr. Alan S. Trager, CEO
Contact Information
Principal: Mr. Lee Pinkerton, Vice President, Customer Experience
Business Category

Sporting Goods - Retail Sportswear - Retail

Alternate Business Names
Fanatics Fanatics North Fanatics, Inc. FansEdge MLB Shop MLB Shop.com NBA Store NBA Store.com NFL Shop NFLShop.com NHL Canadian Shop NHL Canadian Shop.com NHL Shop NHL Shop.com Team Store Team Store.com

Additional Locations

  • 10300 Southside Blvd. # 235

    Jacksonville, FL 32256

  • 1910 Wells Rd.

    Orange Park, FL 32073

  • 5245 Commonwealth Ave.

    Jacksonville, FL 32254

  • 6800 Southpoint Pkwy Ste 300

    Jacksonville, FL 32216 (877) 635-7467 (888) 652-7467 (800) 618-3211 (866) 746-7622 (866) 486-6723 (866) 875-9806

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 618-3211(Phone)
  • (866) 486-6723(Phone)
  • (866) 746-7622(Phone)
  • (866) 875-9806(Phone)
  • (877) 635-7467(Phone)
  • (888) 652-7467(Phone)
  • (904) 899-4102 (Fax)
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Complaint Detail(s)

7/23/2014 Delivery Issues | Complaint Details Unavailable
7/22/2014 Advertising/Sales Issues
7/22/2014 Problems with Product/Service
7/21/2014 Advertising/Sales Issues
7/17/2014 Advertising/Sales Issues
7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this is regarding my order # 3******665 date ordered 06/01/2014 FOR THE AMOUNT OF $31.08 and order #*******806 date ordered 05/28/14 FOR THE AMOUNT OF $280.71both of this order was returned back to the merchant due to incorrect items.RMA # MLB 320707025 AND RMA #MLB 320251237BOTH OF THIS ITEMS WAS DELIVERED LONG TIME AGO AND SINCE THEN I HAVE NOT SEEN ANY REFUND BACK FROM THE MERCHANT. I EMAILED THEM SEVERAL TIMES ABOUT MY REFUND FOR BOTH ITEMS BUT NO RESPOND WHAT SO EVER. BOTH RETURN LABELS WAS ISSUED BY THE MERCHANT.

Desired Settlement: I WANT MY FULL REFUND FOR THIS AMOUNT $31.08 AND $280.71 BOTH TOTAL REFUND SHOULD BE $311.79 I WANT THIS REFUND NOW.

Business Response:

 

We have reviewed this matter and deny any allegation of wrongdoing.

Nevertheless, as a courtesy and in full settlement of your complaint, we have provided you, Mr. *******, a full refund of the disputed amount, $311.79.

Our customer service team has acted diligently and in good faith to attempt to resolve such complaints to your satisfaction.

We believe that we have responded promptly, appropriately and generously and we view this matter as closed.

If you have additional questions or concerns, you can contact me at ###-###-####.

Sincerely,

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

Senior Fan Advocate

Consumer Response:

 

I have reviewed the response made by the business in reference to complaint ID 1******2, and find that this resolution is satisfactory to me. 

Regards,

*****t *******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Saturday 5/31/14 around 5:30 pm I went on ******* to order a Stanley Cup New York rangers jersey, as I was going thru the website I saw that the jersey's were 63.33 a piece. So I ordered two jersey's. A number 16 ******** & a 26 *** *****. I went thru the ordering & got a conformation email stating that they took money out of my account & that in 3-8 business days the jersey's would be shipped. Sunday I get an email telling me that a human error had happened with pricing. On Monday the company sent me an email canceling one jersey 6/2/2014 & then on 6/4/2014 the company canceled my other jersey. I called the company on 6/4/2014 @ 7:45 pm & they stated that they had a limited number of and will not get anymore jersey's. Asked to send me a different color jersey stated all Stanley Cup jersey's are sold out & will not get any the rest of the season. Anytime I have ordered something from ******* or anywhere they will tell u if the item is sold-out before ordering. this didn't happen this time. But they became aware of the error & it took them until around 10:30 pm on 5/31/13 to take the product down. This isn't the consumer's error & the company should stand by the error & give the consumer the product. I feel that the $10 credit only for nhl.com is a joke & a slap in the face by this multi-million dollar company.

Desired Settlement: I would like the two jersey's that I ordered. I was told the product was available on the website when I ordered it & they should honor this agreement that we made when they sent me an email stating that my order went thru.

Business Response:

Hello ******** ****** and *** ** ***** *******,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: even though this was a pricing error. That has nothing to do with the fact the website allowed me to order the jerseys. If you knew about this problem then you shouldn't have taken the money out of the account in the first place. The $10 credit is a joke to me. That isn't worth anything on your page. I don't care about the price of the jersey. I have waited 20 years to get another Stanley Cup New York Rangers Jersey. I have went to your site numerous times to order the jersey @ full price & they aren't anywhere to be found. The only resolution to this problem is to give me the two jersey's I wanted & I don't care if they are at the full price of $189. I think by now everyone who is a hockey fan knows this was a human pricing error. But that doesn't account for the error with letting us order the jerseys & u as a company taking the money out & then refunding it back 5 days later. If u knew of the error in 2-3 hours like is all over the place then the jersey should have been taken down way before I ordered it & not @ 10:30 at night. The only way this matter is going to get resolved is with the 2 New York Rangers Stanley Cup jerseys. I would just like to say that the $10 credit for the error isn't what people want, they want the product. So because it was a human pricing error doesn't have to do with the real reason that your Website wasn't working right with the amount of jerseys in stock. Because if your website was working right with the amount of jerseys then u would of had enough to send to the people that wanted to order them for the human error price. So that is a cop out to the real reason your website wasn't working to where it should have been. Like every other time I have ordered jerseys or bought product. In closing I would like to say. I work for a ******* *** company. We had a problem with Marketing our product with offering FREE product with getting our product. It was a big issue making national headlines. The problem wasn't fixed over night but we made sure every customer who ordered the product got it. The customers were happy & stayed with us because we fixed the problem with what the customers wanted. We marketed something & stood by what we were offering. The product was out of stock because we ordered to little. But we worked it out with the company & made sure every customer got the product the ordered. So maybe you should stop playing this pricing error problem & look more into what the customer wants because a little $10 credit is a joke for the problem at hand.am rejecting this response because: even though their was a pricing error. That has nothing to do with the fact the website allowed us to order the jerseys. If u knew about this problem then u shouldn't have taken the money out of the account. The $10 credit is a joke to me. That isn't worth anything on your page. I don't care about the price of the jersey. I have waited 20 years to get another Stanley Cup New York Rangers Jersey. I have went to your site numerous times to order the jersey @ full price & they aren't any to be found. The only resolution to this problem is to give me the two jersey's I wanted & I don't care if they are at the full price of $189. I think by now everyone who is a hockey fan knows this was a human pricing error. But that doesn't account for the error with letting us order the jerseys & u as a company taking the money out & then refunding it back 5 days later. If u knew of the error in 2-3 hours like is all over the place then the jersey should have been taken down way before I ordered it & not @ 10:30 at night. The only way this matter is going to get resolved is with the 2 New York Rangers Stanley Cup jerseys. I would just like to say that the $10 credit for the error isn't what people want, they want the product. So because it was a human pricing error doesn't have to do with the real reason that your Website wasn't working right with the amount of jerseys in stock. Because if your website was working right with the amount of jerseys then u would of had enough to send to the people that wanted to order them for the human error price. So that is a cop out to the real reason your website wasn't working to where it should have been. Like every other time I have ordered jerseys or bought product. In closing I would like to say. I work for a ******* *** company. We had a problem with Marketing our product with offering FREE product with getting our product. It was a big issue making national headlines. The problem wasn't fixed over night but we made sure every customer who ordered the product got it. The customers were happy & stayed with us because we fixed the problem with what the customers wanted. We marketed something & stood by what we were offering. The product was out of stock because we ordered to little. But we worked it out with the company & made sure every customer got the product the ordered. So maybe you should stop playing this pricing error problem & look more into what the customer wants because a little $10 credit is a joke for the problem at hand.

 

Regards,

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

Business Response:

Hello ******** ****** and *** ** ***** *******,

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: I would like to talk to that person that is in the other dept about this matter. Since I don't see this problem getting fix at this level. thank you for getting that person to get into contact with me.

Regards,

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

BBB's Final Determination: Business agreed to arbitrate the complaint but the consumer declined.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on Saturday this company advertised a hockey jersey for 63.33. I placed an order for one, So did many of my friends.t On the one I ordered, they only had size xl in stock so that's what I ordered. The next day I received an email saying there had been a mistake in the pricing and they would only honor the items that were in stock on a first come first serve basis.I replied with an email saying that the website did not allow people to order what wasn't in stock. the size button was either lit up and you could order that size, or it wasn't lit up and you couldn't order that size. On Monday I received an email saying my item was not in stock and the stock would not be replenished. they would not honor the price. they also said they would send a $10.00 gift card as an apology. this is absolutely not acceptable. I do not want a gift card to go back to their site nad buy from them when they aren't treating customers fairly.

Desired Settlement: i want the jersey for the price they advertised.

Consumer Response:

 

My complaint has NOT been satisfied with this answer. This is the second time they sent the same answer. Their website WOULD NOT ALLOW YOU TO ORDER WHAT WAS NOT IN STOCK. Regardless of whether they made a mistake on pricing, they have to homer the pricing they listed. The only answer that I will be satisfied with is a jersey at the price they advertised. This is unacceptable

******

 

Business Response:

Hello ***** ***** and *** ** ***** *******,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

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

Business Response:

Hello ***** ***** and *** ** ***** *******,

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: this company is giving everyone a runaround. they have responded and at least 4 different ways to the same complaint! As I said in the last 4 respond emails. IT DOES NOT MATTER IF  THE PRICE POSTED WAS A MISTAKE! They have to stand by the pricing THEY posted on their website. The last two responses they sent said that they filled only the orders of the jersey's they had in stock. BOTH times I responded with the fact that the website would not let you order a jersey that was not in stock. THE ISSUE IS NOT RESOLVED. I am in contact with at least 70 people that had the same issue with this company. A few of them actually got emails last week saying their orders would be filled. IF they have no jersey's in stock, they would not still be filling orders. I want a jersey for the price they advertised. if they don't have the white has they claim, then they should send a comparable jersey in the alternate color. On the day everyone ordered the jersey's, which was May 31st, I tried to order a 2nd jersey, about two hours later, the website said they were "DISCONTINUED". The person I was with then called the company and they said it was a promotional price just for those few hours. Then the next day we all got emails saying it was a mistake and they would honor only the few jersey's they had in stock.. Basically, they are lying. Once again, I will say, you could not order the jersey if it was not in stock. either the button for the size was lit up and you could click and order or it was not in stock and you could not order it. then they tried to offer a $10.00 gift card so you could come back to their website and buy from them again.... (Which, by the way, I never even received). As i have said in the past several responses to the BBB and ************.. this issue is absolutely not resolved. I want a jersey for the price they advertised. I do not want to keep writing the same response back, over and over again. I want something to be done about this.

Regards,

***** *****

BBB's Final Determination: Business agreed to arbitrate the complaint but the consumer declined.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Rangers Jersey from ******* for $63.33 which was the price listed on the site. They charged my card. Then the next day refunded me saying it was a price error

Desired Settlement: If they cannot provide me what I ordered I would like another jersey for that price

Business Response:

Hello ******* ******* and *** ** ***** *******,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: What ******* has stated is a lie. My order was placed very early. Also if the Jersey was not in stock the system would of recognized this like it did later on. When I went back on a few hours later every player and size said out of stock. I want a comparable jersey at that price. I have spoken to my lawyer who is ready to file a lawsuit if needed.

Regards,

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

Business Response:

Hello ******* ******* and *** ** ***** *******,

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: I am not satisfied I think the company is screwing over thousands of fans and should be liable for this. I am not settling for a $10 credit. No where on the website did it state not responsible for incorrect pricing due to human error. I have contacted my attorneys and will be happy to file a suit against ******* if they are unwilling to fix this issue outside of coutt


Regards,

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

BBB's Final Determination: Business agreed to arbitrate the complaint but the consumer declined.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I find it insulting my order as well as who knows how many thousands of others get cancelled because of the error on the part of this company offering jerseys for $63.33. They are the official sales rep. for the NHL, a professional multi-million dollar organization. How is it possible to only have a limited supply of merchandise, but you continue to take orders for hours well after supply could not be met. This is clearly a bait and switch. If I wanted to cancel my custom order I would be unable to do so based on their policy, but they get to flick the magic wand on their end and not honor a product they offered. TO insult people further they want to give a paltry $10 credit which doesnt buy you anything to use towards another purchase. Why would I or anyone buy something again. This is like a bait and switch. They should honor the mistake on their end and provide the service for which I and thousands of others paid. In addition they are no sitting on who knows how much money that was paid while people are being told your getting a refund and then throwing it back on our banks as to when we get the money. There is no ownership, accountability or penalty on their side but the consumer has to take the brunt of this.

Desired Settlement: My order as well as every other order cancelled should be honored because of the mistake on their part. Allowing this company sets a precedent for everyone else to hold no accountability for the company side, but the consumer has no recourse on their end should we request a refund or cancellation.

Business Response:

Hello **** ****** and *** ** ***** *******,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: There is no evidence provided that any orders were filled nor any direct answers how many they have "in stock". I find this to be a fraudulent answer with no evidence supplied to verify any orders were filled outside their word nor any evidence of what the "in stock" supply on hand numbered.  If the item was correctly priced there in no doubt there would be no order cancelled, but rather an email stating there was a backorder and it would take longer than expected if supply was truly short. I find it unacceptable also even with a pricing error that this business continued to take orders for hours afterwards. They also have very quietly put up the same custom jersey back up at the correct price for the Los Angeles Kings jersey which also had the pricing error. My money was taken in exchange for a service. The service was not provided and simply waiving the wand saying we made an error should not be a valid reason not to fulfill what in essence is a contract for service. If I placed my order it is very clear I as the customer am unable to cancel even if I made the error so why is the same not held for the company? In addition my money was withheld for 5 days while they sorted out their mistake again with no penalty to the company and only on the consumer. A $10 credit in no way corrects the error for myself and the unknown consumers shafted. 

Regards,

**** ******

Business Response:

Hello **** ****** and *** ** ***** *******,

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: Again no proof submitted of how many if any jerseys were sent. I get a sorry we made an error. If I order something and make the error I dont get to cancel or change my order which is 1 sided and unfair to consumers and needs to be changed. 

A $10 credit to me does not sound fair and the business if they want to be fair should have honored the contractual exchange of my money for a service. The fact I even had to wait 5 more days as a further inconvenience is another issue. 

 

A generic this concern has been escalated to the correct department answers nothing and is hollow 

Regards,

**** ******

BBB's Final Determination: Business agreed to arbitrate the complaint but the consumer declined.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello and Thank you for listening to my complaint.On Saturday May 31st 2014 I ordered a ****** ********* New York Rangers jersey through '************' The Item was paid for and I received purchase confirmation.(#***********) The shop then decided to rescind the purchase price only to mark it up 3x what it was listed for on their website. I payed in full and want what I purchased, and not a markup of 300%!! are they allowed falsely list a purchase price then say it was the wrong price?? This was to be a gift that is supposed to arrive soon. They have my money tied up for several days causing me undue stress. This was their mistake and they are obligated to honor the price listed. Please help me get what I payed for.Thank You in advance, ****** *******

Desired Settlement: I want the item I purchased for the price I paid. It is only right.

Business Response:

Hello ****** ******* and *** ** ***** *******,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: The sale price was accepted and my money was taken. This was to be a gift. I was not able to buy a comparable item because my money was held by ************ for six days, causing me mental anguish. This was a dishonorable business practice that ruined my gift idea. All of your attempts to lie about your stock on hand as well as not honoring the price for this item while taking my money and making me wait almost a week for a refund is unacceptable. This has been a cruel thing to do to your loyal customers and I feel that I may lead a class action lawsuit against your company. *** Please help me receive what I paid for and not just accept these lies that the item is out of stock. I would gladly take a comparable item in it's place for the sale price I paid.

Thank you, *** for interceding on my behalf. This was a terrible thing for shop.nhl. com to do to us loyal hockey fans.  please help.

Regards,

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

Business Response:

Hello ****** ******* and *** ** ***** *******,

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: Why  is ************ trying to evade this issue?... you took and held our money for a week and then reneged on the sale of this item. This is highly unethical You have abused the trust put into your company by the buyers who gave you their hard earned money. I for one, was unable to purchase a similar item that was to be given as a present because of your mishandling of this situation. shame on ************ for how they treat their customers! I want the *** to make ************ make good on this sale item and not allow them to just 'make it go away' shameful!

Regards,

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

Consumer Response: Hello,

 
Yes I would like this case to go before *** arbitration.  In summary, the details of this case are obvious by now, ************ listed an item for a price, I paid this price for the item, they took my money and held it for one week and then reneged on the sale price and refunded my money. This is highly unethical. They should honor the price that I paid for this item.  They blatantly lied and purported that they were out of stock. There are several options they could have offered. I would have gladly taken an equal value item in place of the one purportedly out of stock, or I simply would have waited until they restocked. Is this not as per usual for any legitimate company? 
 
I have been mentally anguished by this poor decision to lie to me by ************, because not only did they renege on a binding sale, they also held my money for one week!! I was purchasing this item as a gift and was not able to purchase a similar gift due to missed buying opportunities from other vendors while ************ held my money!! This is a terrible thing that they did to us, no regard for how their actions did damage to their loyal consumers, they were just worried about their own bottom line! shameful!! 
 
*** Please decide in my favor, I will pay the price I originally paid for the item I bought, then this can be over and we can all move on.
 
Thank you for your consideration in this matter,
****** * *******

BBB's Final Determination: Business agreed to arbitrate the complaint but the consumer declined.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/31/14, I purchased a "New York Rangers ****** 2014 NHL Stanley Cup Premier White Jersey" from ************. The item was noted to be "in stock". The store's stated price of the item was $63.33 and was customized with a player's name and number along with a 2014 Stanley Cup Finals patch. Relying on the price listed on the website as well as the product description, I made the decision to accept the stores offer to purchase the item using my hard earned money. The total purchase amount was $61.99. I received an email confirmation of my order from the store reflecting the agreed-upon advertised total purchase price of $61.99 and that it would ship within 3 days. Later that day, a pending authorization was made by the store to my credit card in the amount of $61.99, the agreed-upon advertised total purchase price of the item.On 6/1/14, I received an email from the store's ******** ******* saying that the listed price for the item was a "pricing error" made by one of its staff. Rather than honor the agreed-upon amount for the item, the store's email stated that it would only honor the pricing for "orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock". Given the fact that the email did not indicate the extent of the store's "stock", it was clear that the store intended to renege on the confirmed purchase I made the day prior, and for which the store posted a charge to my credit card in the amount of the agreed-upon advertised price. On 6/2/14, I received another email from ******** ******* stating that my order had been canceled. The store has committed consumer fraud. It listed an item for sale on its website, an agreement/contract was made, whereby the store accepted payment for the purchase of the item, a charge was made to my credit card, and the store issued a confirmation email to memorialize the agreement. The store's reneging of the agreement is a fraudulent and illegal business practice.

Desired Settlement: In order to order to resolve this complaint, I expect the ************ store to honor the stated and agreed-upon price for this item, and ship the item to me immediately as per the original agreement. Any resolution short of this would constitute a fraudulent business practice and reward the store for reneging on an agreement. Additionally, it should be noted that there appears to be a multitude of other consumers who purchased the same or similar items, and had their orders canceled as well.

Business Response:

Hello ******** ****** and *** ** ***** *******,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: the *** ***** has committed consumer fraud and engaged in false advertising. It falsely advertised a product for a specific price and it falsely advertised that the product was "in stock".  The fact that my money was refunded is precisely my issue with the *** *****'s response:  The *** ***** advertised a product for a set price, stated in the advertisement that the item was "in stock", and accepted my order for the item and as well as accepted my payment for the item.  After the sale had already been consummated and completed, the *** ***** experienced "seller's remorse" and is claiming a "pricing error" as a pre-text to cancelling the order.  If the *** ***** claims that it is filling orders out of its "existing stock", then clearly, my order, which was for an item the *** ***** advertised to be "in stock" at the time of the purchase, should be fulfilled by the *** *****. Moreover, there has been no indication on any social media outlet that the *** ***** has actually fulfilled any of the orders. Thus, it is clear that the *** ***** does not intend to honor any of the orders, despite its statement to the contrary.

Furthermore, the description of the purchased product clearly stated: "Due to the customized nature of this product, this item cannot be returned or refunded. Once an order is submitted, changes cannot be made and the order cannot be cancelled." Given the fact that the *** *****'s own terms and conditions of sale prevent the purchaser from cancelling the order, the *** *****'s unilateral cancellation of the order after it was submitted, accepted, and payment taken, constitutes an unlawful and fraudulent business practice. How can any consumer place any confidence in the *** ***** when the store is able to unilaterally cancel an order after it has been accepted? There is nothing to stop the *** ***** from advertising low prices for items and then, after receiving orders for the items, cancel the orders in order to leverage the consumer to pay more money to the *** ***** in order to receive the item. This is precisely the kind of unconscionable business practice that the ****** ******** ****** was created to prevent. The *** should not permit the *** ***** to unilaterally renege and/or cancel a valid consumer transaction after it has been consummated. Again, the "pricing error" excuse is merely a pre-text for the *** *****'s unlawful cancellation of a valid consumer transaction.

Notwithstanding, in an effort to amicably resolve this matter at this juncture, and without resorting to otherwise unnecessary litigation, I am reiterating my demand that the *** ***** honor the agreed-upon price for the item and ship it to me as ordered. In exchange, I would be amenable to providing a General Release of my claims against the *** ***** as well as a confidentiality agreement. I look forward to your response.

Best regards,

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

Business Response:

Hello ******** ** ******* ***. and *** ** ***** *******,

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: Again, the store's response is completely and totally unacceptable. The store has admitted to falsely advertising a product, and yet it expects to be able to escape liability by providing a measly $10 credit which is rather insulting to the consumer given the high prices of products advertised on its website. The bottom line is that the store needs to make things right by the consumer: Ship the product to the consumers that purchased the item. If I, the consumer, was unable to cancel the order, then the store should be unable to cancel the order as well. The fact that the store unilaterally cancelled an order that was unable to be canceled by its own terms, is absolutely ridiculous!!! Rest assured, this claim will result in otherwise unnecessary litigation, be it on an individual or class action basis, if this claim cannot be resolved at this juncture. Shipping a $200 jersey that was promised is certainly a more cost-effective resolution of this claim on a strictly business-judgment basis, rather than the expenditure of potentially exorbitant legal fees. It defies logic why the store would want to risk such a hefty exposure when it was able to resolve the claim pre-litigation. This will constitute my last good faith effort to resolve this claim prior to resorting to litigation. I look forward to your response that the *** ***** will be shipping to me the jersey that I ordered.

Regards,

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

BBB's Final Determination: Business agreed to arbitrate the complaint but the consumer declined.

6/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: shop.nhl.com posted New York Rangers jerseys for $66.33 on there website after I ordered 2 jerseys from them they respond with and email saying that there employee posted the wrong price for these jerseys and will accommodate people on a first come first serve. They then said they would take care of this order well all they did was return the money that was spent. and sent me a $10 discount on my next purchase.

Desired Settlement: I would like them to fulfill the order they posted!! or at least take half off on the jerseys

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

 

 I did get that message but yes they told me that they were gonna give me store credit for $10!! But what does ten dollars get me i ordered two jerseys from them and they told me that they would get to my order before they ran out!! but yet i can go on that web site and order the same jersey for a full price!! So they didn’t run out they just stopped fulfilling there duties!! I understand that there has to be a limit! but thats there pricing era! i didn’t know it was a pricing era at the time or o would of ordered a lot more then just two!!
 Thanks please get back to me **** ******

 

 

Business Response:

 

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate team.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

Customer Escalation Specialist

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: shop.nhl.com are not honoring the posted sale price on their website. I purchased two jerseys now they say they are discontinued. They emailed stating they made a mistake in pricing and cannot honor the price for all who ordered. I received a second email stating only part of my order could be filled. I called to request the complete order be filled. I was told they would ship one of the jerseys. I received a third email staeing now they would ship NO jerseys. How are they claiming the item is discontinued when the item was first listed on the first day I purchased it. How does a retailer post an item for sale and within a few hours claim the item is discontinued.

Desired Settlement: I want the jerseys or comparable jerseys I ordered at the price posted

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: I placed an order for an item the retailer claims is no longer available because they made an error in the posted price. They will not honor the price they posted on their web site. They will not offer a suitable replacement of similar value. They offered a$ 10 gift certificate which would barely cover the shipping costs incurred if ordering a new item.  This appears to be a classic bait and switch attempt. 

At the time of the order there was no indications there were limited quantities.  The item is a jersey which was offered at a sale price. The jersey was placed on sale before the NHL Stanley  cup finals began. Why would the retailer place a new item on sale and expect not to fill orders for a new item before the biggest event of the season for the sport they claim to represent and not have manufactured enough to fill orders? When going to this site one is lead to believe they are shopping with the professional sports league National Hockey League (NHL). I was quite surprised to find the shop.nhl.com website is not actually the NHL. There is nothing when entering the site stating you are not dealing with the NHL.  The website is misleading. 


If they were going to limit the quantities why would they not state quantities were limited when placing the order.  How can they take orders and then cancel them. When placing the custom order consumers are warned that the customer orders cannot be cancelled.  The jersey they state they cannot fill is one of the most popular ever made. They company made a mistake and is now choosing to honor the posted price. They can cancel the order but the consumer cannot?

I offered to accept a similar item of original equal value or wait until they could fill the original request but they will not accept responsibility for their mistake or offer a suitable replacement. 

Regards,

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

Business Response:

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate team.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because they will not honor the price they posted. They admit the mistake and accept no responsibility to correct it. A$10 gift card does not even cover shipping on a new  item. They have not made an honest attempt to rectify this situation. They still do not address the promised delivery by their customer service representative of one jersey when I called to question the cancellation. They promised a return call  within 2 business days to my first phoned in complaint  I made on June 4th and still have not been contacted. Instead they cancelled the second item on my order after I filed my complaint. 


 If I went into a store and an item had price  tag on it I would expect to pay the tagged price. They did not state limited quantities. If there were limited quantities they should have set up  the system so orders beyond their inventory should have not been accepted. I expect them to honor and fill my order at the promised price. Why should I have to pay extra for their mistake?

They contacted me through social media directly with a request to email them for help.   I replied as requested with my written complaint And they still have not replied to my emailed message.  I feel they are attempting to drag this out so I will not pursue this to resolution of them making good on the sale. 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a jersey from NHL Shop and they cancelled my order claiming that it was mispriced. They claim to have filled orders on a first come first serve basis, but that seems like a very easy way to get out of sending a lot of jerseys to people who ordered them. Further, the money was actually taken out of my bank account, not as a pending or hold charge. The money still hasn't been processed to go back into my account, and probably won't be until next week. I am not in the business of giving loans to multibillion dollar corporations, especially if they're not even going to pay me interest. A $10 coupon is not sufficient in resolving this matter, as I do not intend to do business with them again unless they right this error.On the website, the item description includes language that states: "Once an order is submitted, changes cannot be made and the order cannot be cancelled." Why are they allowed to cancel the order when I am not?

Desired Settlement: Simply give me the jersey that I ordered at the price I ordered it. I want nothing more, nothing less. If the white jersey is truly out of stock (which I highly doubt), I will take a blue one instead.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via email.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: it is an unacceptable resolution. I want the jersey I paid for. I did not authorize this company to take an interest-free loan out of my bank account, which is exactly what happened. The $10 credit is worthless, as I do not wish to give a company with such horrible business practices any of my hard earned money.

Regards,

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

Business Response:

 

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate team.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased two jerseys from the NHL store online which they posted for $63.33 which was an error on their part. They later informed me that they will not be honoring those prices and I'll receive a full refund. I believe that they should take responsibility for their actions and honor the price, error or not.

Desired Settlement: I would like the jerseys I originally purchased for the $63.33 price.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 31st I placed and order for three Stanley Cup New York Ranger Jerseys for the price of 63.33 each. My order number was W-898297438. Since that time my order was canceled. The reason given was the there was a price mistake and we are not honoring that price. My order went through and I received a confirmation.

Desired Settlement: All we would like is for the NHL Shop to honor the price that was posted at the time of the order.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Made two orders through the Official NHL Webstore (Which Fanatics owns) and purchased a total of four Rangers NHL final Jerseys. The NHL store cancelled my order and refunded it because they did not wish to honor my order with a price they allegedly mistakenly put up online. I had contacted the NHL store multiple times and requested to put it on back order but they would not do so. Instead they refunded me $10 per jersey leaving me with no choice.

Desired Settlement: I would like them to honor my order as agreed upon when I had made my purchase.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via email.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i tried to contact them for help on trying to exchange the items for a different size and they have turned me down. and i feel that i have been mistreated from them. and they wanted me to return them but they have hole's on them and have no lable on them

Desired Settlement: i would like to have both for the trouble that they have caused me and i am highly upset

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us via Chat on multiple occasions in regards to his orders and account. We were able to confirm that the original order was reported Lost and completely refunded. We then placed a No Cost order for a replacement item that was also advised to us as lost, but then later was reported to be 1 of the items that was requested to be exchanged. A 3rd order was placed as a reshipment for a previous Lost Package and we credited back the shipping fee as requested as well. The final order was also placed at no cost.

We are sincerely sorry for any inconvenience that has been caused. We have confirmed that no further credits are due and we also offered to provide a new return label and accept the final return that was requested. We provided the resolution via e-mail and have not received a response back at this time.

We greatly appreciate the feedback are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Was told a soccer jersey would be delivered in 3 days. Ordered the jersey on the 1st of June, waited for 12 days. Received an email from Fanatics on the 12 day asking me If I would like topurchase the jersey that I had already purchased. The order confirmation# that was given to me when I purchased the jersey did not EXIST when I punched it into the Fanatics "track my order" link. I sent 3 e-mails with no response. Finally on the 4th e-mail I got a response and was told that my jersey wouldn't ship until THE 20th. I purchased this jersey solely for the World Cup (which starts today and I have nothing). I would get this jersey right about when the World Cup will be ending. I sent them another e-mail letting them no this is unacceptable and that I want a full refund immediately. I haven't heard back from them since, but if this jersey ends up delivered to me I will have to refuse delivery. Very sad week.

Desired Settlement: Full refund

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the jersey that was delayed and hadn’t shipped. We were able to confirm that the entire order was refunded and processed on June 12, 2014.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the order has now been fully credited. For the inconvenience, we have also provided a total of $40 Promo Credit to your account. We provided the resolution via e-mail prior to the complaint being filed.

We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The NHL store listed their jersey at a discount price of $63. I purchased the item, and was given a confirmation number. They sent out an email saying that they will only be honoring a "limited number" at that price, and then issuing refunds to everyone else after the stock has been run out. I paid for an item that was at that price, and even though they've run out of stock, I believe that I should have that item once it is back in stock. Simply refunding my money is not the right business practice when they are expecting more stock to come in. I strongly believe that I am owed the item I paid for at the price I paid for it. Thank you for your help in this matter.

Desired Settlement: I would like the item delivered to me at the price I paid for it once it has become available in stock.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

I am still owed the item I paid for at the price I paid for it.  If they were out of stock? The computer algorithm on the website should have closed me off from purchasing it.  If I purchased something and only gave 50% of it, I would still be responsible for paying the other 50%.  The NHL store has a responsibility to their customers and needs to do right by honoring their prices, error or not.  It is not of any concern to me.  I still strongly disagree with the proposed settlement, and I will not stop until I have received the item at the price which I purchased it.  The $10 credit is unacceptable to me.

BBB, what is the point of your position if you do not protect the rights of the individual and enforce honorable business practices?

Regards,

***** *****

Business Response:

 

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company promised to sell a New York Rangers hockey jersey for $63. I paid for the jersey via Paypal and several days later that the company would not honor the price (the confirmation e-mail said I could not cancel or return the item). I understand the company did the same thing with many similar orders.

Desired Settlement: I would like to receive the New York Rangers hockey jersey for $63.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Shop advertised a certain item (Hockey jersey, New York Rangers Stanley Cup Final) at $63 for many hours and had a number of orders come in at that price, mine included. They claimed the price was a mistake and raised the price to $199, refunding all purchases at the advertised price and filling none of the orders that were confirmed. Upon addressing this, the NHL shop offered a $10 store credit (good for, well, nothing). They said they filled all the orders they could until stock ran out, but in corresponding with dozens of other customers who made this purchase, not one had their order filled. If this was indeed an innocent pricing mistake, and I believe that it was, the correct approach would be to honor all "full price" $199 purchases as they come, and when traffic settled down to fill all initial orders later. Typical backorder procedure. Sadly the many hard working fans who jumped on this offer were turned away empty handed with virtually zero consolation after the proprietor of the business lured in customers with prices it had no intention of honoring.

Desired Settlement: I, as others who have bought this product, would like the sale honored. Not necessarily immediately, but it should be honored none the less. At the very least a credit for the charged (and then refunded amount) should be given to shop there, as a good faith gesture. Their effort at this ($10) is laughable since most items start at $25 or more.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

I have no reason to believe that they ever honored that price for any customer.  I have been in touch with dozens of people who ordered from the website on that price both before and after I did.  Not ONE person received a jersey at the advertised price.  The legal responsibility is on the merchant to honor it's advertised prices.  I appreciate that a mistake was made, and all full price orders should be filled prior to filling the orders of those who ordered at the "incorrect" price.  But those orders should be honored regardless.  The Fanatics Group has done nothing to appease the legitimate complaints of myself, let alone the dozens of other people in my position.  Their offer of a $10 promotional credit is the same consolation they offered initially and has about zero value relative to the pricing of their products.  I await the filling of my order, or some better offer, before contacting my state's attorney general to investigate the breach of law regarding interstate commerce.


Regards,

**** *****

Business Response:

 

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My first complaint would be about them offering a jersey for $63 and then just saying they could not fulfill the orders and making refunds....that was the first problem...with that order my son also order another Rangers Stanley Cup Jersey for $199 and was also told the order would be shipped in 3 days.....now 8 days later I get a refund to my paypal account and an email saying they cannot fulfill the order...this is crazy ...upon calling and speaking to a manager..all he could offer me was a $30 credit

Desired Settlement: they should have to get these patches and ship the jersey...they patches are out there

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited for the affected item and the remaining item that was available has been shipped. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a NY Rangers jersey from shopNHL.com, it turns out the price listed was a mistake and instead of honoring the sale, they are trying to buy me off with a $10 gift certificate. I find this unacceptable!Apparently they made a mistake and are now trying to take the easy way out.

Desired Settlement: I want them to honor my purchase and send me the items!

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a jersey for 63$ and it was cancelled 4 days later because there was a "pricing error". Customer service refused to offer me a different jersey at the same price.

Desired Settlement: To honor the price with the jerseys I paid for

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $20 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 New York Rangers jerseys from shop.nhl.com on Saturday 5/31. I received an order confirmation from them minutes later. On Monday, 6/2, I received an email saying that the products I ordered online had been priced incorrectly and that my order would only be fulfilled with "inventory they have in stock on a first come, first served basis". I then received an email later in the day saying I would be refunded my money and they would not be able to fulfill my order. In the time between these two emails, I logged onto their site and they were selling the exact same jersey that apparently they were having inventory issues with. I called them and asked about this and was told that if I ordered a jersey today (at the new price) my order would be fulfilled but previous orders placed at the lower price were only being fulfilled with "available inventory". What does this even mean?! This sounds to me like they did not want to own up to what they sold the jersey to me for and refuse to honor the price I received a CONFIRMATION email for. I could go on their site right now and order the same exact jersey and they would be able to fulfill? This is a company that does not stand behind their word.

Desired Settlement: I would like my order to be fulfilled for the products ordered at the price agreed up per my CONFIRMATION EMAIL.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Customized NY Rangers Jersey on NHL.com the price was $63.33. i ordered this on Saturday received my confirmation # and said it would ship in 3 days. The next day I received an email stating that the price online was incorrect that an employee of the NHL.com put that $63.33 up by mistake and they are only sending jersey out until they run out of stock.

Desired Settlement: I believe the NHL.com should honor the price that was put on their website. This was a customized jersey so i'm assuming when i order this jersey then they would make it with name and number. thank you

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 5/31 I ordered a jersey from Shop.NHL.com for the price it was listed for at $63.33. That same day I was emailed a confirmation email (conf# a-8******59) stating that my order has been received and the item will ship in 3 days. That same day I was also billed from my account for the $63.33+tax. On 6/01 I was emailed explaining to me that they are sorry but the item I ordered they accidentally miss priced on the web site so I will not receive my order and will be refunded my money. I emailed them back several times and they have stopped responding and refuse to comets my order which I feel should be done. I feel that this company is taking advantage of their online customers. It's not the customers fault if an item was miss priced. If I were to walk in a store and purchase a miss priced item then there would nothing they can do about it. I find this to be completely unacceptable and feel that I should be compensated by receiving my original order for the price it was posted for. Also, on 6/4 I received the refund that they told me I would receive without the tax. So they originally billed me the price +tax, then refunded me only the price. Again, I feel I should receive my order for the price it was listed for and not be taken advantage of. Thank you.

Desired Settlement: I feel I should receive the item I ordered for the price it was listed for when I ordered it ($63.33).

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for 1 Sz. Medium Henrik Henrik Lundqvist New York Rangers NHL jersey on www.shop.nhl.com, the official shop of the NHL run by Fanatics. The jersey was priced at $63.33 and I was sent a confirmation email telling me that my order would be shipped within 3 business days. Two days later I received a notice that the NHL Shop, run by Fanatics, would not be honoring the $63.33 price, instead it would be $199. They said they also did not have the jersey in stock (the team is in the Stanley Cup Finals so that is hard to believe). When I called I was told that I would be refunded my $63.33 in the coming weeks, but that there was no way they would send me my jersey or honor their listed price of $63.33, instead I could buy the jersey for $199 (which funny enough is somehow now in stock...). Fanatics, as the parent company of Shop NHL, should be ashamed of themselves. I understand it was a pricing error on their part, but they ought to own their mistake and honor their price. I did not try to abuse the price mistake and was only ordering one jersey as a gift to a nephew. Airlines and other retail industry companies make similar mistakes. Though they honor the price and own their mistake, often times at a much greater cost than that which Fanatics/NHL will incur. I am disappointed by the way this has been handled and will certainly not be giving my business to any Fanatics owned companies or partnered stores such as the NFL Shop or various team stores. I will also telling friends and family that they ought to not shop with this company while telling them about their poor customer service and business practices. Disappointed Customer,****** *

Desired Settlement: I would like to have my 1 Sz. Medium Henrik Henrik Lundqvist New York Rangers NHL jersey sent to me and for Fanatics/Shop NHL to honor their prices.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/31/14, I purchased two jerseys from the NHL's shop.nhl.com store. These jerseys were marked as $63.33 each. Not only did the promotional code I have not apply & had to be adjusted by a member of the refund team (which I would later come to find not needed since the order was cancelled), but apparently this pricing was an error on the website (jerseys should've been $200.00) that customers were not made aware of right away. On 6/1, an email was received stating that the orders would be fulfilled on a first-come first-serve basis with what was left in inventory. I patiently waited knowing full well that both my jerseys would likely be cancelled due to the price error & nothing to do with inventory (it was a brand new item). Lo & behold, one of my jerseys were cancelled but I was promised by a supervisor that my other jersey would not be. She quoted the inventory at 19 left & I was lucky number 19. Still, I was irate that one jersey could be fulfilled & not the other, simply because they are blank jerseys that are customized & were the same item number! Again, also a brand NEW item. So how can it be they ran out of stock? Well, I was told they were based on the names of the players they had left & not 'blank'. I felt lied to & unhappily accepted that I would at least get one. Of course, on 6/4/14, I get another email stating my other jersey was cancelled! I call back & am told no one should have quoted me an inventory amount or promised me an item. The CS rep was the only saving grace of this whole ordeal. She tried to help as best she could, resulting in a $60.00 credit (which I do not see available to use on my account) but no one could offer me an alternative color on the jersey for $63.33 instead of just giving me a credit toward a future purchase I don't intend on making with this company? Nor did they say they would honor the price when the item is restocked. Appalling! This is the 3rd time this company has wronged me & they cannot make statements promising an item then not fulill

Desired Settlement: I would like the items purchased as promised for the price I was charged at checkout on two jerseys, item #1******. If the intended item (white Stanley Cup final jerseys) cannot be provided, I would like an alternative color (blue) in both jerseys. I made the purchase with intent to receive my items in good service. One was cancelled & I was quoted & promised still a single jersey only to find I was lied to again, about inventory on a brand new time sensitive item, & given a credit I don't have!

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: I was quoted the inventory on one of my two jerseys ordered and was told that this item would be fulfilled. I was irate that only one of the two would be honored but accepted that at least I was promised one by them. Then a day later I get another email saying the promised jersey was cancelled. This is unacceptable business practices. I was told I was getting one of my two jerseys. I WANT BOTH!!! I would settle for one. Then I was told I had $60.00 in credit for the inconvenience and now I am being told I only have $10.00??? When will the lies stop?! I am sure these calls I placed are recorded for QA purposes so someone should go back and listen to the lies I was told. I feel like I have tried to be fair. I settled for one less jersey, then none. I think its absolutely a full out lie that the orders could not be honored on a BRAND NEW item and that there aren't enough in inventory to cover it, especially when I was told at least one was. I feel the NHL store should substitute this jersey with another jersey for the same price. It is not fair that some customers will be honored and others not. What good is a $10.00 credit on a $200.00 jersey that was offered at $63.33 by mistake (which is NOT the customer's issue). ALL orders should be honored. I feel like I am settling by agreeing to only have one of the two jerseys honored and then yet again settling for being compensated with another jersey in a different color and it doesn't even need to have the Stanley Cup Finals patch on it. I am trying to work with this company but it evident they are full of nothing but lies, deceit, and do not care about their customers. I should have known better after 2 previous horrible incidents... I cannot believe in today's day and age that a company such as this wouldn't be willing to provide the customer with equal compensation, let alone tell me blatant lies! First one jersey is only cancelled, then two, then I am told I have $60.00 in credit, then I have $10.00. I am completely and utterly disgusted!!! I cannot believe this is even a continuing issue. I will not be satisfied with being treated this way. Being lied to and poorly compensated is an insult.  

Regards,

Debbie Cosentino

Business Response:

 

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Also, we confirmed that there is a $60 credit available on the account as previously advised.

Sincerely,

  **** *********

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: As I am sure there have been multiple complaints already regarding #jerseygate where New York Rangers Stanley Cup Finals jerseys were listed for $63.66. My order was cancelled and it took them 5 days from the time I placed the order until they notified me that the order would not be shipped. Now, I cannot find the jersey I wanted anywhere, even at the full retail price. I have waited 20 years for the New York Rangers to be back in the Stanley Cup and now I cannot get a jersey at all, whatsoever. For me and for so many other fans, this has been a travesty. We want our jerseys.

Desired Settlement: I want my order to be fulfilled when the jersey is back in stock, I do not care how long it takes.The order should be fulfilled at the price promised to me in my order number.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: NHL.com advertised NY Rangers Jerseys for 63.33 on 5/31/14. After purchased and received confirmations, I received an email saying they could not fill the order and money would be refunded with a $10 promotional credit. As of 6/3/14 I have not been refunded. Order number was w-*******97

Desired Settlement: Two jerseys of the same size ordered shall be acceptable.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: When an order is placed on their website, it shows you if it is out of stock or not, if it is out of stock, it will not allow you to order the item, the system allowed us to finish the order, therefore it was in stock when the order was placed, they are choosing not to honor the price, a $10 credit to a site I will never use again will not suffice.  They can satisfy the order in another color if need be.

Regards,

***** ******

Business Response:

 

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the pricing error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi,I made a purchase for a NHL Jersey on Shop.NHL.com on 5/31/14. The Next day i received an e-mail from the company saying they were going to be shipping jerseys on first order until there is no more stock due to a price errorOn 6/2/14 I revived another e-mail saying my order is now cancelled? and would be getting a $10 credit to there store.This company didn't just put a pending charge for this order but took the money out of my account before shipping? When the refund was issued it was not correct it was about $5 less then I payed. Now they tell me to wait 10days? I placed an order and money was taken out ASAP but now they won't give me the jersey or a full refund for 10days? Even though the exact jersey I ordered is no longer in stock they do have very similar jerseys available and think they should offer those since they claim the one I ordered is no longer available

Desired Settlement: I would like the jersey I ordered for the price I paid or a very similar jersey they do have stock of they should offer.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: I asked this company multiple time and got no answers.

Why did it take multiple refunds to get a full refund?

Why couldn't offer a similar jersey that you did have in stock EX 

http://shop.nhl.com/New_York_Rangers_Gear/Reebok_New_York_Rangers_Mens_Premier_Home_Custom_Jersey_-_Royal_Blue

or 

http://shop.nhl.com/New_York_Rangers_Gear/Reebok_New_York_Rangers_Mens_Premier_Alternate_Custom_Jersey_-_Navy_Blue

Regards,

**** *****

Business Response:

 

We greatly appreciate the feedback, and your concerns have been escalated to the appropriate department.

As we mentioned previously, the error was a honest mistake, and we did our best to make our resolution fair for all customers.

We regret the inconvenience this has caused you and feel that the issue has been fully resolved at this time.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I am rejecting this response because: I am not getting a Real response

Why can't you send a similar product?

http://shop.nhl.com/New_York_Rangers_Men_Jerseys/Reebok_New_York_Rangers_Mens_Premier_Alternate_Custom_Jersey_-_Navy_Blue

http://shop.nhl.com/New_York_Rangers_Men_Jerseys/Reebok_New_York_Rangers_Mens_Premier_Home_Custom_Jersey_-_Royal_Blue


Regards,

**** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased two jerseys at the advertised price of $63.99 per jersey. Received a confirmation email and a my credit card was charged. The next day I received an email saying there was a human error in the pricing but they would be honoring the orders already made. The following day I received and email saying that they would not be honoring the orders already made and now they would be refunding the order.

Desired Settlement: I am requesting that they honor the deal that they made. The website goes on to describe that these jerseys are non refundable. If I was to order more than 2 jerseys by "human error" I would not be entitled to a refund. I am requesting that they honor the rules of the sale that they set.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: The value of the jersey(s) that I purchased was placed at $63.00 by the company.  I purchased 2 jerseys which were non refundable if there was a (human error) based on their website guidelines.  They are offering a single $10 credit towards my next purchase even though I ordered 2 jerseys.  A $10 discount is insulting.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered two official Jerseys at $66 each. order accepted and credit card charged. Site later learned it had made mistake and would not honor order or substitute like valued item.

Desired Settlement: I want 2 like value official jerseys

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via phone.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: Inadequate compensation. To order a similar jersey would be $100 more for each of the two jerseys I ordered. $10 credit per jersey is inadequate compensation. The business accepted the order and they should provide a larger credit for an alternative jersey.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a NY Rangers jersey from NHL.com. 3 days after my purchase, I received an email stating that my order could not be processed. I later learned that the price on the website was entered in error, and NHL.com would not honor this price. I was offered a $10 credit. I find this unacceptable. NHL.com should honor the price in the website even if it was entered in error.

Desired Settlement: NHL.com should honor the price on the website.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered a jersey and they cancelled the order. On May 31st i ordered a jersey thought shop.nhl.com. I got a confirmation email stating my order has been received. On june 2nd they canceled the order. I paid for it through my pay pal account Transaction ID: 6*************245. The NHL from what i heard received 7,000 orders for these 63.00 jerseys. In return they offered everyone whos order was canceled a $10.00 credit , which covers absolutely nothing, It's a slap in the face. The NHL claims it was pricing error which i do not believe. I want my order honored.

Desired Settlement: I would like either a real credit not a silly $10.00 or i want the order the i placed, they can even change it from the road white jersey to the home blue or alt jersey in 5x.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday May 31st I placed an order for Two New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey" Item number 1825124 at a price of $63.33 each. That following Monday I received an email stating the product in question was inappropriately priced due to "human error" and that the NHL would be fill all orders in stock and refund all others. The Store had already charged me for the items and then decided to back out once they had realized they were selling them for below what they wanted. I have been informed that I am being refunded and will be given $10 store credit. This is unacceptable as my card had already been charged, the fundshad been moved and it was several days before the NHL decided they no longer wished to honor the sale due to their own error

Desired Settlement: I am asking that the NHL shop deliver what I ordered for the price they had posted.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My mother and I ordered a New York Rangers jersey from the shop.nhl.com website. Upon ordering the jersey I received a confirmation along with their policy that all sales are final, so I presented it in a card to my brother for his birthday. The next day I received and email that although some of the orders would be filled, I would not receive my item due to human error but they would refund me along with a $10 gift card (they attempted to keep all shipping and taxes when issuing this refund) which I could use toward the same item at triple the price. Thats classic bait and switch if you ask me. After 4 days of calling and hearing different stories such as "you would've been able to receive a jersey of equal value if the order hadn't been cancelled." (an order which I did not cancel, but they did) or being told I would receive a call for a manager (which never came). I managed to finally fight enough to get a manager on the phone who told me there is nothing that can be done and there is no one left to speak to, too bad in essence. Now I have to explain to my brother (who will be absolutely heart broken) that he will not receive his gift. I've worked for plenty of companies that feel obligated to honor their advertisements as a measure of customer satisfaction, regardless of policies written in fine print. The fact that they would post an item only to pull the orders and try to convince you to buy the same item at a higher price is deplorable and people should know what this company is doing. I only placed my order with them in the first place was because they are the "official store of the NHL" and I wanted to avoid having issues of this kind.

Desired Settlement: Whether it is the Rangers Jersey I purchased or a similar one in a different color this company should have to honor orders they confirm. Their errors should not be placed on the customers shoulders, and they should not be pulling orders in efforts to make the bigger sale.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ON MAY 31ST, 2014, I ORDERED AN NEW YORK RANGERS 2014 STANLEY CUP FINAL JERSEY ADVERTISED FOR $63.33. AT 2:44pm, I RECIEVED AN EMAIL WITH AN ORDER NUMBER W********4 AND MY CREDIT CARD WAS CHARGED AND AMOUNT OF $73.10. ON SUNDAY, JUNE 1ST, I RECIEVED ANOTHER EMAIL STATING THAT THERE WAS A PRICING ERROR AND THAT THEY WOULD HONOR THE PRICE. TODAY, JUNE, 6TH, I WAS EMAILED AGAIN, STATING THAT MY ORDER WAS CANCELLED AND MY CREDIT CARD WAS REFUNDED THE INCORRECT AMOUNT OF $63.33, AND THAT THEY WERE SENDING ME A GIFT CARD IN THE AMOUNT OF $10 (WHICH DOES NOT GO TOO FAR ON THE MERCHANDISE THE WEBSITE OFFERS).

Desired Settlement: THE BEST OUTCOME FOR ME WOULD TO HAVE THE NHL HONOR THE PRICE THAT THEY ADVERTISED AND RECIEVE MY MERCHANDISE.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Shop.nhl.com had ny rangers hockey jerseys (white) with player name and number, on sale for $63.33. I got an email stating my order was process, the funds were taken from my account. Then I got this email: Hello *******, We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right. We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble. Again, we apologize for the inconvenience that this mistake has caused and do hope that you will give us another chance to provide you with your NHL gear. Sincerely, Customer Service at www.Shop.NHL.com If you have additional questions, please visit our online Help But the web site stated it was discontinued then it said it was out of stock and then a few minuted later it was back in stock but at a price of 184.95

Desired Settlement: I would like to purchase the item at the advertised price of 63.33 plus tax and delivery. I believe they lied and deceived me and other customers by changing the status and price of the item. I think they should honor the price advertised. And stand by their email fulfill the order. From what I have read on message boards. No one has received there ny rangers jerseys. Thank you

Business Response:

Hello ******* ******* and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Nhl.com posted an away rangers jersey for the price of $63.33 I purchased the jersey received a confirmation only to recieve an email the next day which stated they weren't going to honor the sale for the price listed. Please help.

Desired Settlement: I would like to receive the jersey I ordered for the price it was posted for.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

 

We have fully credited your original purchase, but now have recharged for the original purchase so that we could send a jersey once they are available. It should be within 10 business days, and once we have shipped the new item, we will follow up via email. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via phone and e-mail.

 

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

 

Sincerely,

 

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday 5/31 the website shop.nhl.com had a hockey Jersey listed on their site for $63.99. I purchased said jersey and money was taken from my account for it. The following day an email was received stating that their was a human error in the pricing and not all orders placed would be honored. I feel that this is not right. As a person who works in retail, the wrong price should've been honored for every order. I contacted customer support and was told that they had honored all orders before they deemed the Jersey "discontinued" On their site. This is not.true because I purchased one and got an email stating I would not receive a Jersey, but instead a $10 coupon in which on this particular site is virtually worthless. They had no issue taking money from my account when then Jersey was purchased, I don't understand how they are able to cancel the order 2 days later.

Desired Settlement: I wish to pay the price I paid on 5/31 for the aforementioned Jersey.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: NHL Shop.com had made a mistake on there part, they advertised and sold NY Rangers jersey for a discounted price of $63 dollars. I ordered two jerseys they took the money from my pay pal account. I receive two emails saying that they have to refund my money cause of human error. Which in case I didn't get my money refunded yet. Besides the fact that I would like the two jersey I ordered for the discounted price they advertised and sold them for

Desired Settlement: I would like the two NY Rangers jerseys I ordered for the discounted price

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The nhl shop was advertising hockey jerseys for about 70 dollars after shipping and taxes. I placed my order and the next day they emailed me saying they could not fulfill the order because it was human error and they would only honor the first 1000 purchased. This to me is terrible customer service, I tried to resolve this with the company but they declined honoring the price that they had posted for over 12 hours. I have proof of purchase as well as the email to prove the statement they released.

Desired Settlement: I do not wish to cause this company any grievances although what I would appreciate is for the company to honor the price of the item that was posted and have it shipped to my house like I originally wanted, nothing more and nothing less.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a NHL NY Rangers jersey on NHL.com, but my order was cancelled after confirmation by the company because they did not want to honor the price that they confirmed. The product was listed on NHL.com at $63.33 which is a significant discount from the regular price. After the order was placed the company claims that the price was listed incorrectly on the website and has cancelled my order without fulfillment.

Desired Settlement: I would product that I ordered to ship at the price that was agreed upon and confirmed by the business and myself.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/31/14 Shop.NHL.com listed the New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey for $63.33 on their website. Shortly after that they issued this email:We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right.We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble. Again, we apologize for the inconvenience that this mistake has caused and do hope that you will give us another chance to provide you with your NHL gear.Sincerely,Customer Service at www.Shop.NHL.comThe item was adjusted to normal price after this and a few hours later was listed as discontinued. http://shop.nhl.com/New_York_Rangers_Men/New_York_Rangers_Reebok_2014_NHL_Stanley_Cup_Premier_White_JerseyToday, 6/2/14 they began issuing emails cancelling several orders of people who ordered the jersey. This can be tracked on twitter with #jerseygate #nhlshop. I believe that NHL Shop should be held accountable for their mistake and send out orders whenever they become available. There are 100's of people, if not more, that will not have their orders fulfilled because the NHL has found a way to get out of it.

Desired Settlement: I believe that NHL Shop should be held accountable for their mistake and send out orders whenever they become available. There are 100's of people, if not more, that will not have their orders fulfilled because the NHL has found a way to get out of it.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: NHL.com posted 4 jersey's on their website with the price of $63.33. One of these was a New York Rangers away jersey with Stanley Cup Finals patch on it. I purchased the item, as did various other people. Calling their support line, they said the item was on sale for that price and was a promotion. The next day, they retracted that statement and said the price was a glitch and that some people may receive it, others will receive a refund and $10 credit. Not a single person was shipped their jersey.

Desired Settlement: I just want the jersey I ordered at the price I ordered.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday afternoon I placed an order for a New York Rangers Stanley cup finals jersey on the nhl shop website for $63.33. The NHL shop later released a statement saying that the price was wrong and that they are only fulfilling the first 1000 orders. Earlier today I received an email saying that my order will not be fulfilled and that they are refunding the money I paid for the jersey. I'm sure everyone that ordered this product that day would agree with me in saying that this is not an example of good business practices as they should be filling all orders placed for this item on this day. I have bought many products from this website and based on this experience I may never shop with this company again.

Desired Settlement: I would like to have the order for the product I've purchased fulfilled at the price I paid.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They had advertised in their NHLShop Store a Stanley cup jersey for $63.33. They took orders for hours. Turned out to be an advertisement error. When they realized, they just sent out emails to everyone saying that they will be filled on a limited basis. They have given no numbers as to how many of these orders would be fulfilled but from what im seeing on social media, it doesnt seem like many. When I talked to them, they were rude and just kept reading off a script about how they dont have enough to make the amount they ordered. They are doing nothing but offering an embarrassing 10$ credit which really doesnt even cover shipping in their store.

Desired Settlement: I would prefer to have my order that I made fulfilled. According to them, its impossible. I think they should be offering a Stanley cup tee shirt jersey as a fair compensation instead of trying to trick people to spending more money in their online store.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday May 31st, the NHL.com website showed a NY Ranger jersey for $63.99, which was well below the price of other comparable jerseys on the site. (others were priced around $185) I placed an order for the Jersey, paid for the jersey, and received an email confirmation for my purchase. The following day I received an email stating there had been an error in pricing, and that they would only be honoring the price based on their "limited inventory" on a first come first serve basis. All other orders would be canceled, with the money refunded, and a $10 promotional credit to be used for a future purchase. Today I finally received an email stating my order was canceled and refunded.

Desired Settlement: I believe that they should honor their pricing. It seems odd to me that a company as big as the NHL does not have the resources to fulfill orders to rectify their mistakes. That they are hiding behind the "limited quantities" excuse is not acceptable. I have no problem waiting until they get a replenishment in their inventory. If they were truly out of stock, they should not have allowed my initial order to go through. However, once i received a confirmation email stating I had successfully purchased the item, I feel I am owed the item at the pricing I purchased it at.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently placed an order on shop.nhl.com (Fanatics) for a product that was listed for $63. They confirmed my order and charged me this amount and said it would ship within three days. I just got an email from them saying they made a mistake with their pricing of the item and that they would be cancelling and refunding my order. Is this even legal? Wouldn't this be considered false advertising? Also, I have still not received my refund for the product.

Desired Settlement: I would like the original product that I ordered at the price that was shown when I ordered it ($63). I still have my confirmation email for my order if it is needed for my settlement.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a New York Rangers hockey jersey they had advertised on their website. I ordered the jersey at a great price. Received a conformation email with a code confirming my order. Today I received an email stating they made a mistake on the advertised price and canceled my order. They are going to give me a #10 credit towards future purchases. Also the amount refunded is $4.28 less than what my card was charged. This is unacceptable.

Desired Settlement: I want the jersey that I ordered. If jersey is not in stock I am willing to wait for them to become available or I want an equivalent Jersey for the same price.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a Jersey from shop.nhl.com and received a conformation E-Mail that my purchase had been completed and Credit Card charged. The site claims that all sales are final and no returns. When shop.nhl.com realized that they had priced the item I bought wrongly they contacted me and told me they were no honoring my purchase and refunding my card and instead giving me a $10 coupon to use at their website. I spoke to customer service and was told they dont have enough items to honor all the purchases. When I asked if the price had been $199 and not the $63 I purchased it as, and they had sold that many, would there still be a "stock" issue. I was told that the if the item was priced correctly they would honor all purchases.

Desired Settlement: I dont want a $10.00 coupon, I simply want the item I purchased and was charged for. When the shop.nhl.com store charged my Credit Card that became a Legal agreement for services they were providing. If I had ordered an paid $199 for the item and misspelled something the shop.nhl.com store would have not refunded me my money or replaced my item, just like their disclaimer states. All sales final. No refunds.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: An item was priced as $63.33, I placed order and got confirmation. NHL said they made a mistake and could not honor order so they issued refund. On Saturday, 5/31 I placed an order for a hockey jersey, item #1825124, for the website listed price of $63.33. With tax and shipping I received a confirmation email paying the amount of $72.42. The confirmation number for my order was 8*******3. I later got an email saying that they listed the incorrect price and may not be able to honor the order. They said they would try but might not have the stock of the item (at the time of order they had the stock, if not it would not have allowed me to order. Today they issued a refund. I do not want a refund. I want my item at the price I paid per what they had listed on their website.

Desired Settlement: I want the item I purchased and got a confirmation email for, at the price I paid.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The NHL Shop had white, custom, New York Rangers Stanley Cup jerseys on their site for $63.33 (the other jerseys were $200) and when I heard about this great deal I decided to purchase one (this occurred at around 5 P.M. ET on Saturday). Everything went smoothly with the purchase and the jersey went to my active orders. On Saturday evening, the NHL Shop took down the jerseys and claimed that they were a promotion. When I woke up Sunday morning I had received an email from the NHL Shop. The email stated that there was a pricing error and a member of their staff, "mistakenly uploaded a product with the wrong price attached." They then went on to state that, "We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock." For those who aren't fortunate enough to receive a jersey, the NHL Shop "will be canceling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble." After this email, I thought that I had a pretty decent chance of receiving a jersey. This all changed on Monday evening when I received another email. This email stated, "Unfortunately we were unable to fulfill a portion of your order and we apologize for the inconvenience. A refund in the amount of $68.32 which includes applicable shopping, taxes and discounts will be issued to the form of payment used at checkout for the item(s) listed below. We continuously strive to provide the best service in the industry, and as a result, have added $10 Promotional Credit to your account for use any time toward future purchases with us. Again, we are sorry for the inconvenience." Apparently, there was a rumor that they only had 250 jerseys in stock and thousands of jerseys were ordered. There also isn't much that I can buy with $10 on their site. Thank you for the assistance.

Desired Settlement: The NHL Shop made the mistake of putting those jerseys up for $63.33 and I believe that they should honor their mistake. It's not my fault that they screwed up and I have to pay for it. I think I should receive the jersey that I ordered and if that's not in stock, then I think I should be given the home or alternate jersey. A $10 store credit buys me almost nothing. I'd like a replacement or the blue, home jersey. Thank you for the assistance.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Shop.nhl.com listed Jerseys on their site for $63.33. After claiming human error on the pricing, they refused to honor the orders of 7000 people, claiming that they would send out their "limited supply" on a first come first serve basis. A customer service rep said they sent out just 250 jerseys. Now I have to wait up to 10 days just to get my money back on an order that was processed and received a confirmation email for. They listed a price, I agreed to the price and paid, and now they are going back on it. Very strange to me.

Desired Settlement: I would like to receive the jersey I paid for, or a similar one they have in stock.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: NHL shop website offered NY Rangers jersey on 5/31 for $63 plus s&h. On Sunday 6/1, an e-mail was sent that the price was a mistake due to employee error and some orders would not be honored but that orders would be filled on a first come/first serve basis. On 6/2, I received an e-mail cancelling my order.

Desired Settlement: I want to receive the item I ordered at the price that was advertised.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered 2 NY rangers Jerseys on Saturday June 31st in the amount of $63.33 for each Jersey totaling $126.66 New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey [30~LUNDQVIST~] Quantity: 1 Product #:1825124 L $63.33 New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey [30~LUNDQVIST~] Quantity: 1 Product #:1825124 M $63.33 We received confirmation email order # w-8*******8 that the order was placed and our order would be shipped within 3 business days . We then received a 2nd email on Sunday the 1st shown below We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right. We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble. Again, we apologize for the inconvenience that this mistake has caused and do hope that you will give us another chance to provide you with your NHL gear. A third Email was sent cancelling the order. Thank you for your recent order. We appreciate you choosing SHOP.NHL.COM for your merchandise needs from the best brands. Unfortunately, we were unable to fulfill a portion of your order and we apologize for the inconvenience. I then called and spoke to a manager who basically stated I am out of luck a mistake was made and then only had a few jerseys to hand out. I asked how could they accept my order then state they didn't have enough in stock. and only fulfill some of the customers orders Manager was less than accommodating and basically told me nothing more that I can do

Desired Settlement: I would like the 2 Jerseys that I ordered . Thank you

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently entered into an agreement with NHL Shop online to purchase white NY Rangers Stanley Cup Jersey they were advertising for sale at $63.33 (Product number 1825124)Payment was immediately taken from my account via paypal.I have since received an email stating that they are unable to fulfil the order due to a pricing and stock issue, the same alternate jerseys were also priced at this amount for the LA Kings and Chicago Blackhawks as they were playing their Western conference final.If I'd have been in the shop and the item was labelled at this price the retailer would legally be obliged to provide me the goods. To use pricing error as and availability as an excuse to not fulfil the retailers side of the contract is extremely poor, especially as the item was still on sale for a number of hours after I had placed my order.I spoke directly with the retailer via telephone at roughly 11PM UK(6pm US)05/03/2014 to obtain order confirmation and I was advised I should still receive the product in question.I feel I have been mislead as to the stock levels the retailer held for this product as I have had confirmation via social media that people who have ordered the same product after me have received their order and shipping confirmation. I feel they have been dishonest when taking my payment.The retailer has offered me a nominal $10 credit by way of an "apology" something that would not even cover the cost of shipping to my country. So in essence the $10 is worthless.The refund the retailer sent me was also less than the payment they had already taken out of my account, something I have had to chase myself also.

Desired Settlement: I would like my order to be placed on hold whilst the retailer source further stock of the product in question (Product number 1******) OR provides me with a replacement jersey at the same cost of the funds they were eager to debit from my account.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered an item from their online store, which was mis-priced on the website due to a "human error", and instead of honoring their mistake they recalled the order.

Desired Settlement: I want the item I ordered, regardless of how long it may take.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a New York Rangers jersey from shop.nhl.com for the listed price of $63.33. The company has not fulfilled the order & has cancelled it. I would like the product I paid for at the price that was advertised/listed.

Desired Settlement: I want the product I ordered for the advertised/listed price that I ordered it at.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday, May 31st, 2014, at about 3:10, I was informed that NHL.com was selling white New York Rangers Hockey jerseys for an excellent price of $63.33. Being an avid Ranger fan, I decided to order three jerseys at this price. I was not informed that the jerseys were sold out and my order was placed over the internet very smoothly. I received my order confirmation number at 3:20. Yesterday, June 1st, 2014, I received the following email from NHL.com: Hello, We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right. We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble. Again, we apologize for the inconvenience that this mistake has caused and do hope that you will give us another chance to provide you with your NHL gear. Sincerely, Customer Service at www.Shop.NHL.com If you have additional questions, please visit our online Help Desk. I can understand that there may have been a pricing error, but in no way does this make up for the fact that I ordered a product in good faith with NHL.com and I want the product that I ordered. At the time of purchase, according to the website, all three jerseys I had ordered were in stock. I would like to receive the jerseys that I have paid for. I do not understand how such a reputable brand such as the NHL could have this situation occur and I do not understand how they could possibly and potentially run out of the said Ranger jerseys. Complaint Background: Product/Service: Three New York Rangers jerseys Purchase Date: 5/31/2014 Problem Occurred: 6/1/2014 Model: 1825124 Account Number: w*******893 Order Number: w-*******93 Talked to Company: 6/1/2014 Name of Salesperson: Purchase Price: $194.98 Disputed Amount: $0.00 Order Number: w-8*******3 Model Number: 1825124 Product or Service Purchased: Three New York Rangers jerseys

Desired Settlement: My desired outcome is to receive the order that I placed. Being that NHL.com is saying they may run out of the white jerseys they advertised, I would settle for three blue ones instead. I want what I ordered regardless of color. I ordered three jerseys and I want to receive three jerseys. Thank you.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Shop.NHL.com posted a New York Rangers Reebook 2014 NHL Stanley Cup Premier White Jersey (27 ~ McDonagh) item #1825124 for $63.33. While purchasing the product, which, because of its customizations, I was informed that no refunds or exchanges will be issued. NHL.com sent out an e-mail which said that because of a pricing error, they would only send out shirts on a first come, first serve basis. I was issued a refund for the purchase and the merchandise was not issued. After calling NHL Shop, I was told that I could not get the jersey and I must accept the refund as well as a $10 credit to their store. Although they readily admit a mistake, they should ship the merchandise at the price point advertised, even if they must wait to restock.

Desired Settlement: Shop.NHL.com can correct this error by shipping a New York Rangers Reebook 2014 NHL Stanley Cup Premier White Jersey (27 ~ McDonagh) item #1825124 or a New York Rangers Reebook 2014 NHL Stanley Cup Premier Blue Jersey (27 ~ McDonagh) at that price point advertised to me.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The NHL's online shop offered New York Rangers jerseys, white, with the Stanley Cup Final patch for $63.33. The price was posted for hours on Saturday, May 31st 2014. I made 2 separate orders with a total of 4 jerseys purchased. The following day NHL emailed saying there was a mistake on the price and they will only fill jerseys on a first come, first serve basis and refund money to others. I do not want my money back. I want my jerseys especially the two for my mother who is fighting leukemia. They offered a $10 credit per refunded order but they should honor their price and at the least offer a blue jersey instead for that price. The website "error" was up for at least 3 hours and even if it was a mistake, their website should have an inventory so they don't oversell which they did.

Desired Settlement: I want all 4 of my Rangers jerseys delivered. Will accept blue or white or heritage versions of the jersey as long as it has the Stanley Cup Final patch and the player name & numbers & sizes I ordered.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First of all they sell a jersey for $65.13 then they do not honor the price beacause of a listing error. Then they tell me they will do a full refund, after few days i receive only a $3.14 refund! I called twice in one day both times on hold for over 30 minutes. Only for someone named "ken" tells me to wait 10 days!!

Desired Settlement: As of 6/3/14 3:45pm i have only received $3.14 back from them. I only want my full $465.13 back.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a New York Rangers Jersey from shop.nhl.com. The jersey was listed at $63 when I purchased it. These jerseys usually sell for around $200. They charged my card and I received an email saying that the order went through. I even called up to confirm that my order went through- twice. I know got an email saying that I didn't purchase my jersey early enough, and I was refunded. They made a mistake on their pricing and made up an excuse to avoid having to honor the price they listed on their website. I purchased a good at a certain price, and now they told me that it was "out of stock" and they cancelled my order. These jersey are at their peak in selling because the Stanley Cup Finals are less than a week away. They should have to honor the deal they posted on their website.

Desired Settlement: I just want my jersey that I paid for.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There was three Hockey jerseys I ordered from the company and the price was very low so i called and asked if this was the real price , the service rep didn't know if it was a sale or a mistake but assured me that if thats the price and I ordered it would be honored. I then received an email from the site claiming it was a mistake and they would refund the money and give a ten dollar credit if they didn't have enough stock to cover all orders. I feel this is an error that wasn't my fault and I feel I am being taken advantage of by not receiving my jerseys because they claimed there out of stock. When I purchased the jersey it was fully in stock and the confirmation of purchase was sent to me. I would like my jerseys for the price I ordered and not a refund for the money that was already paid out of my account.

Desired Settlement: I want what I paid for. Order number** *********77,W-*********,W-xxx-xx-xxxx

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $30 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The nhl shop advertised NY Ranger jerseys for around $65.00 on June 1, 2014. I placed my order using a credit card, the order was confirmed and being processed for shipping. Hours later emails were sent telling myself and numerous others that these Jerseys were out of stock and they would credit my account LESS the sales tax. First I find this such bad business, systems know if items are in stock well before they accept and process an order and then to keep the sales tax for items not being fulfilled is horrific. If there was human error, I feel the nhl shop should accept blame and fulfill all the orders placed while the prices was listed as such.

Desired Settlement: I would like my order fulfilled for the price listed at the time I placed it.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had ordered a New York Rangers jersey for the advertised price of $63 while it was in stock. Hours later the item sold out because it was very cheap for a jersey. The item displayed out of stock and then discontinued a few hours after I ordered it. Many people called to see what was going on. Representatives said that this was a promotional price and there was no error but call volumes were high. The following day I received an email from nhl that this was an error price. They then said that only a certain amount of people would receive the jersey. Everyone else would get a refund and a ten dollar credit to use on their website. I do not consider this a fair trade off. I ordered well in advance before the site said sold out and they are claiming that they do not have stock available for me at that price. The following day the same jersey was back on the website for a much greater price of 200. Also when they sent me a letter stating I would get a refund, the refund amount was incorrect and I had to argue with them via email to get the correct amount. Regardless they said they would honor the price but I have not received a jersey and will probably never receive it now that they have issued refunds. I would much rather wait to have them back in stock then get a refund, however it appears that they are back in stock, just sold at a higher price which my ten dollar credit will not help in purchasing for that "promotional" price.

Desired Settlement: I would like what I ordered or gift card amount for the future price of the same item.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order(s) have been fully credited. For the inconvenience, we have also previously provided Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an item from shop.nhl.com which I was later notified was labeled in correctly and the price will not be honored due to "lack of inventory", after disclosing my debit card information and receiving a receipt of acknowledgement from shop.nhl.com that I indeed purchased the item. I asked them as a long time customer to please honor the price at which I purchased the item for and that if they were out of stock they should have never allowed me to submit delicate information such as my debit card information. After several attempts via email and phone shop.nhl.com offered me a $10.00 gift card for my trouble, I denied the $10.00 because if I accepted it it would be acknowledging that I believe this matter is rectified with the offer. All I want is for the company to honor the item I purchased at the price which I received confirmation that I purchased.

Desired Settlement: Receive the item I purchased at the price I purchased it for.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

  **** *********

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The NHL listed jerseys on their website for $63.33 this past Saturday, May 31st. I saw the price and decided to purchase a jersey due to the price being considerably lower. I proceeded to purchase the item and then received an Order Confirmation from the NHL regarding the purchase of the jersey. The following day I received an email from the NHL Shop saying that there was a pricing mistake and they would only honor orders on a first come first serve basis.

Desired Settlement: I should receive the jersey because I put an order through and it was confirmed by the NHL shop.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Listed New York Rangers Jersey for $63 on NHL.com and I bought one. Received confirmation email. Once NHL realized price was wrong they canceled order On May 31st at 4:19 pm EST I purchased a custom New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey 21 ~ STEPAN ~ (the number on the back was 21 and the name was STEPAN) for $63.33 from the NHL's online store. It was Item#:1825124 Size:L and was purchased through a VISA under the name **** ******* (my mother). As soon as the NHL realized that was not the price they wanted me to pay for that item they discontinued the item on their website and sent an email saying that they were going to honor the pricing on a first come first serve basis and ship all the jerseys that they had in stock. Remarkably the NHL only had 250 of the 7000 ordered in stock. Even more remarkably is that the jersey is now in stock and listed for $200. If I wanted to buy the ****** jersey today I can via the NHL online store for $200 but my purchase on Saturday was apparently not good enough. The NHL online store provided me a full refund and a $10 promotional credit. However, I do not want this. I want what I originally paid for.

Desired Settlement: I want what I ordered and what was confirmed via email after the purchase. My New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey 21 ~ STEPAN ~ Item#:1825124 Size:L for $63.33

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a NHL Rangers Stanley Cup finals Jersey for my son. The price was $73.32 tax included After placing the order I received an email telling me there was a pricing error on the website with an incorrect price.The email further stated there was a mistake that was human error. However they would be honoring the price shown on the website on a first come first serve basis for the limited number of jerseys in stock. For the orders not in stock they will be canceling the order for a full refund and they will be providing a $10.00 promotional credit for the trouble.My son also has a friend who ordered 4 of the same jerseys, he received an email telling him he would be receiving only 3 jerseys and he would be refunded for the 4th jersey, but we ended up with nothing.

Desired Settlement: I would like my order to be completed and shipped to my son for the advertised price.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: I feel they should be held to the advertised price. The other orders  were filled and they should continue to fill all orders that were placed until they corrected it. But all orders placed before the correction was made should be filled.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently ordered two Custom Jerseys from Shop.NHL.com. Each jersey was $63.33 (plus shipping & tax) totaled $70 each. The NHL shop informed us that the price was a "glitch" and they would fill orders to the point to which they stocked out, then would cancel any outstanding orders refund the purchase amount and would offer a $10 promotional credit per order. I received notification that my order was being cancelled. When I reached out to inquire about this, I noticed that the NHL Shop was not refunding the full amount of my order. I had to negotiate and plead with management simply to not have to PAY for the NHL Shop's incompetence. I continued to follow up with them because I felt as if the NHL Shop was intentionally not filling orders to prevent selling jerseys at discounted prices. I called customer service who repeatedly told me that I would hear from management the following day as my case was being escalated. This has gone on for a week and I have not heard from anyone. I feel that I have been lied to and cheated. The handling of this has been beyond unprofessional. I also do not believe that I am being justly compensated for the NHL's inability to fill my order as a $10 credit does not put me in a similar or better place than I would have been had the order been filled. To make matters worse, the NHL Shop has posted the jerseys they are claiming to be "Out of Stock" on their website as "In Stock" at full price.I demand that I receive my jersey as this has been a horrible way of doing business and personally wouldn't ever consider doing business with them again.

Desired Settlement: I would like my order(s) fulfilled at the price they were originally processed at.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

**** *********
Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

I purchased two items, with tax and shipping totaling $140.

This was a result of a pricing error by the NHL store. They cancelled my order and gave me a $10 credit per item. Therefore, if I were to reorder the regularly priced jerseys ($189 each) I would have to spend over $350 INCLUDING their credit. I feel this is unjust and that the NHL Store actually did not fulfill it's legal obligation to remedy it's error.

Secondly, they claimed them "stocked out" of my item, although they had regularly priced items in stock the very next day. 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a jersey advertised on the shop.nhl.com website for $63.33. The decided that they would cancel this order because of a pricing error that they made. I think it is terrible to not own up to the mistake. They are probably still making a profit on that sale even though the price was incorrect. Furthermore, they at this point have not refunded me my money, and it could take up to 10 business days which is unacceptable. They have turned me off and I will be purchasing knockoff jerseys as a form of protest here on out. I am a NY Rangers season subscriber and I should be used the to the NHL and its affiliates being greedy and never doing the right thing by fans. Instead of making angry customers, they could have turned this into a positive, which of course they didn't. A $10 sorry is unacceptable and did not trick me into making them more profit on ordering something else. For once the NHL and its affiliates should offer an olive branch that they probably still will make a profit on.

Desired Settlement: I think they should make good on the deal. With either the item ordered or a comparable item. It probably will not happen and my complaint will not be withdrawn. They should also publicly own up to the mistake for once in a timely fashion but again will not. They (meaning the nhl and their affiliates) can never, ever do the right thing with regards to the people who line their pockets.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: it just goes to show they didn't even read my entire complaint.  They should be honoring the deal and they won't so I will not be accepting  their response. 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They refused to honor the sale of hockey jerseys, claiming the items were not in stock (yet they are). They have also failed or issue a proper refund.

Desired Settlement: I would like to receive the jerseys that I purchased, this is not an honorable company.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

You had and still have ample Rangers jerseys in stock -- claiming you don't is a blatant lie. The Stanley Cup patch may be missing,  but the jerseys are still in stock. I have rejected the $10 credit, and I am requesting that you honor the order by offering a suitable replacement of the jersey you do have in stock.

The pricing was not my mistake.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/31/2014 I ordered a NY Rangers Jersey from the website shopnhl.com. The item was listed for $63.33 after personalization tax and shipping the item came to $92.16.Dear *** *****y,Your order has been received.Thank you for shopping at SHOP.NHL.COM. You will receive another email containing tracking information once your order ships. Please note that orders being shipped with multiple items may be shipped in separate boxes, with no additional shipping charges.Order Number:w-*******81PRODUCT DESCRIPTION PRICE New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey [ 30 ~ LUNDQVIST ~ ] Item#:1825124 Size:4XQuantity: 1 This item will ship within 3 business days.$83.33Ship To:*** *****y72 ****** *********** *** ***************************** **** ************************************* ********** *************** ** ***** ********** ****** ******** ******** *********** *** ************ **** *** ******** I received an email stating that the company advertised the wrong price and I may not get the item I orderedHello ***, We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right. We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit

Desired Settlement: On 6/2/2014 I received an email stating my order was cancelled. Upon speaking to 3 customer reps I was told they WILL NOT honor that advertised price. As a resolution I believe I should receive the item ordered at the price that was advertised.

Business Response:

Hello *** *****y and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

 Complaint: ********

I am rejecting this response because: No where in the ad did it state that there was a limited number available nor did the ad state that it stock was on a first come first serve basis. Although it is unfortunate your company made a mistake in pricing it is horrible business practice NOT to honor the order. Also the company states they filled orders on a first come first serve basis, how many 4x jerseys did they have in stock?  A multimillion dollar company putting their bottom line first by cheating customers.


Regards,

*** *****y

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They run the Official shop for the NHL. They sold discounted jerseys on their website this weekend. They charged my credit card for the order. Sent me and confirmation and told me my order was in stock and would ship in three business days. On Monday they emailed me and told me the price was a mistake and only had a limited number of jerseys. They issued me a refund later in the day. They made me an offer. I accepted it. They agreed to it by charging my credit card. We had a contract and they breached this contract.

Desired Settlement: I made two separate orders on Saturday. I was told via email they were both in stock and would be shipped within three business days. I want them to honor the price and send me my Jerseys.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: I was given a confirmation that I would receive two Jerseys for the price on your site. You charged my credit card twice. I do not want your promotional credit. I will shop at your shop again. I want my Jerseys for the price listed on your site. 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The NHL has a website on which it sells merchandise for each of its franchises. On Saturday May 31, 2014, I went on their website and purchased two (2) New York Rangers Stanley Cup addition jerseys. The price listed on their website was $66.67 per jersey. I purchased the jerseys. I received a confirmation email that my purchased was accepted and my credit card was billed. I contacted the company and was advised that my purchase would be honored, my jerseys would be shipped on Monday June 2, 2014 and received by June 4, 2014. Yesterday, I was advised, via email, that the NHL would not honor the price as they are "out of stock" and that they would not be getting additional stock. Accordingly, they cancelled my order. The NHL will not honor the price that they had advertised for that jersey or any other jersey.

Desired Settlement: I want the NHL to honor the price and to make good on the purchase. They should send me two (2) jerseys, as ordered, based on the price that was advertised. It is incredulous for them to claim that they are out of stock. Clearly, they are no ordering additional jerseys because they want to avoid their obligation to fulfill the orders that were placed.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: the NHL Shop admittedly advertised the New York Rangers Jerseys for $63 per jersey.  I purchased two jerseys.  I received confirmation that my sale went through and my credit card was charged.  Regardless of whether there was a mistake in price, the NHL Shop should honor the advertised price and provide the jersey to me.  If there is insufficient stock, I will gladly wait until more stock comes in.  If the NHL Shop has decided to not re-stock this item, I am willing to receiving two (2) jerseys that are similar to the jerseys that I ordered.  A $10 credit is not a fair, equitable or reasonable way to resolve this matter.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They had listed a New York Rangers premier Stanley Cup jersey at $63.33. The order went in Saturday May 30th. Today June 4th I received an email stating the jersey is no longer in stock, Rather then wait for another to come in stock they cancelled my order and state to re-order but at the normal price of $199.99. They offered a $10 promo credit rather then asking me if I will wait for more to come in stock. I would have taken something comparable such as a different player or color if needed to be.

Desired Settlement: Would like the product I ordered or something comparable

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:I am rejecting this because human errors and other businesses I've felt with honor the mistakes. I would like the order fulfilled

Regards,

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The NHL Shop had NY Rangers jerseys for sale for $63 on Saturday. I ordered one, got a confirmation e-mail and had my credit card charged. The next day I received an e-mail from them saying that the price was listed incorrectly and that they'd only honor the price for the limited quantities that they had in stock (which is an unknown quantity). Their attempt at making this right is to offer a $10 credit which is all but useless on their site. Their mistake isn't my problem.

Desired Settlement: I want the jersey I ordered at the price I ordered it at. Otherwise it's false advertising.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your orders and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit, per order, to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers. If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

The $10 credit is worthless because you can't get anything decent for that amount and I don't plan on buying anything with my own money from the NHL Shop anytime soon (if ever). If an item is listed at a particular price (whether it's a mistake or not) and the order is confirmed that indicates offer and acceptance. Just because the NHL Shop got inundated with orders doesn't make it acceptable to cancel these orders and essentially replace them with a $10 coupon. Own up to the mistake and I guarantee it never happens again.

I also find it to be a very shady business practice to claim that orders would be fulfilled from the "limited quantities we have in stock" yet two days later there happened to be enough in stock to sell at the original $199 price point.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Shop.nhl.com advertised "New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey" for $63.33. I purchased three. The following day I received an email stating:"We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right.We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble.Again, we apologize for the inconvenience that this mistake has caused and do hope that you will give us another chance to provide you with your NHL gear.Sincerely, Customer Service"Nevertheless, the following day I received another email stating:"Thank you for your recent order. We appreciate you choosing SHOP.NHL.COM for your merchandise needs from the best brands. Unfortunately, we were unable to fulfill a portion of your order and we apologize for the inconvenience.A refund in the amount of $64.99 which includes applicable shipping, taxes and discounts will be issued to the form of payment used at checkout for the item(s) listed below. We continuously strive to provide the best service in the industry, and as a result, have added $10 Promotional Credit (merchandise credit) to your account for use any time toward future purchases withus. Again, we are sorry for the inconvenience."

Desired Settlement: I understand they accidentally advertised the "New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey" for a significant discount and probably sold thousands upon thousands of these jerseys. Since, they obviously cannot fill all orders due to limited stock they should fulfill the order with a similar (different color) New York Rangers Stanley Cup Jersey that is in stock.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

I feel they should have an obligation to honor there price for all jersey ordered or fill with a similar Rangers' jersey. I do not believe they are fulfilling orders on a first come first serve basis. I know three other indiviuals that ordered this jersey (all at different times throughout the pricing error) and all orders were cancelled. That makes me believe they are not honestly standing up to their promise of fulfilling the orders on a first come first serve basis.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Shopnhl.com aka fanatics put a product up online for $64.00I ordered 3 of these items(NYR jerseys) and they accepted my money- next day they say they made a mistake on the price and will fulfill the order in first come first serve order and give the ones who are cancelled a $10 gift card towards future merchandise- now these are customs ordered jerseys where they make them to order and say you can not cancel or return the order once placed- now how come they can cancel it? Also having trouble getting the refunds that they are supposed to be sending out.

Desired Settlement: They should have to honor the price to everyone that ordered a jersey. To anyone who ordered and not to whatever number they had in "stock".

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $30 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

They let someone order 40 jerseys at that price and shipped the 40 jerseys to that customer. They also told me that ****** was having issues with refunds meanwhile ****** said it was fanatics. It is amazing how fanatics only responds after they get complaints forwarded to them from the BBB( I looked up all the complaints on here). I do not want their promotional credits because I will never use the credits to buy from nhl shop. NFL shop or MLB shop all companies that they do fulfillment for.


Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday, May 31, 2014, shop.nhl.com advertised jerseys on their website for $63.33. I ordered 3, and received a confirmation email that said, my order has been recived and the item(s) will ship within three business days.The following morning, (June 1st) I received another email from shop.nhl.com We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right. We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble. Again, we apologize for the inconvenience that this mistake has caused and do hope that you will give us another chance to provide you with your NHL gear. My order was then canceled, and I was told that I would not be receiving my jersey. This is a case of bait and switch/false advertising. Jerseys are usually around $200, so $10.00 off still makes unfair, because of the $130 price difference now required to buy a similar product. Shop.nhl.com should have to honor the price they advertised on their website.

Desired Settlement: I would like to purchase the original Jerseys, or others of similar quality, for the price advertised on the website.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your orders have been fully credited. For the inconvenience, we have also previously provided $30 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

This is a clear case of false advertising.  They are using bait and switch tactics that are unacceptable.  1) A $10 coupon still means that to buy a similar jersey would cost me an additional $112.00, and that leads me to 2) They have had the jersey back on their website for $184.95.  Also, the terms of the sale says no refunds or exchanges, therefore it seems like once you buy this jersey, then you get that jersey. 

An acceptable solution would be for the option to wait until the jersey is back in stock.  (an option I would chose.) Or, the chance to chose a similar jersey for the same price. 

If I had made a mistake when I was ordering, then per their policy, I would have had to buy the jersey with my mistake, (No refunds, no exchanges.)  All I want is for Shop.NHL to live up to the same standard they expect their customers to live up to. 


Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two NY Rangers Stanley Cup jerseys off the website at a price of $63 per jersey. I later received an e-mail stating that my order may not be able to be filled due to an overwhelming amount of orders, but they will be filled on a "first come, first served" basis. The next day I received an email stating that my order was refunded and I received a $10 credit for each jersey. This multi-million dollar organization posted a price of $63 per jersey, which is unusual since they often sell these jerseys at $200+ per jersey. They posted a price and they need to honor it by filling each and every order that was placed, whether it be increasing their production, or filling it with a regular jersey instead of the Stanley Cup jersey. As I stated previously, this is unacceptable from a multi-MILLION dollar organization.

Desired Settlement: They rip off customers every day with the price that they sell jerseys. Whether or not it was a mistake, they have an obligation to their customers to fill their orders. A pathetic $10 credit and refund is not acceptable. Since they ran out of stock of the white jerseys, they should honor the rest of the orders with blue jerseys. If that is not possible, then a regular jersey without the Stanley Cup patch would suffice. These orders need to be honored by this multi-million dollar organization.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: this is an unacceptable response. A $10 refund does  not fix this problem. A price was posted and it should be honored. If stock has run out, order more, if not, compensate with a similar product.  This is disgraceful customer service, especially from such a  reputable, and wealthy company. Maybe you would feel different if you were ordering two gifts for your family members that they were extremely excited about and have to tell them that they're not getting them because this multiple-million dollar corporation "made an error" - but here is $10? Pathetic. Many of us can't afford to be ripped off $200 for a jersey.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a custom white stanly cup ranger jersey from shopnhl.com . I completed my order and payed with ******. I got an order confirmation that the item was in stock and would be sent out in three business days. Then several hours later I got a call from a friend that the jerseys sold out. They next day u get an email saying that orders would be canceled due to an error on their website but that they would fulfill the orders in a first come basis. And then an hour after that I get an email That my rode was canceled. It feel that this company lied and then lied again to get out of an error they made. They sent no one their order. The best part is that they have the jersey still for sale at full price. Below is the email stating that they will honer the price on a first come basis. I have asked numerous customers and no one revived their order. Thank you Hello Francesco, We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right. We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble.

Desired Settlement: I would like my order for the price I was suppose to pay.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: you gave me a cut and paste response. You say that it was a pricing error but actually you made numerous errors. 1pricing 2accepting my order/money 3sending me aconfirmation email saying the jersey was in stock and will be sent in Three days. 4 after I made the order in the confirmation it said item cannot be replaced or refunded for any reason. There are so manny more mistakes on your behalf but I feel like I am wasting my time writing so I will end this email now

 

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 5-31-14 I ordered a New York Rangers Reebok 2014 Stanley Cup Premier white jersey with number 36 and Z********* on the back of it in a large size. The item number is 1825124. The price advertised was $63.33. I paid for it and was sent a confirmation email of the order. My order number is w-898299619.The following day 6-1-14 I received an email stating. : Hello *****, We are emailing to let you know that unfortunately, there was a pricing error for the New York Rangers NHL jersey that you ordered on our website. Despite our best efforts, occasionally an item may appear on our website with an incorrect price and, in this case, a member of our staff mistakenly uploaded a product with the wrong price attached. This type of human error does not occur often, but we do apologize that it affected your order and are doing our best to make it right. We will be honoring the pricing shown on our website for orders placed on a first-come, first-serve basis for the limited number of jerseys we have in stock. Those customers will receive a confirmation email when their order ships. For the remaining orders for which we do not have stock, we will be cancelling the order for a full refund, and in the cancellation confirmation email we will be providing $10 in promotional credit for the trouble. Again, we apologize for the inconvenience that this mistake has caused and do hope that you will give us another chance to provide you with your NHL gear. Sincerely,Customer Service at www.Shop.NHL.comIf you have additional questions, please visit our onlineI found this to be very fishy as I do not believe anyone will receive jerseys and everyone got the same email therefore they get out of their error in price.The following day 6-2-14 I received anther email stating that they were unable to fill my order and I will be refunded, and credited $10 for my troubles.This is unacceptable. The price should be honored and everyone should receive their jersey in my opinion. This is disgraceful!

Desired Settlement: I just want my jersey and I want everyone else who ordered their jerseys to receive them too!

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because:

This is not a good enough solution. The company is dancing around honoring the price and hiding behind a $10 credit. I will not be satisfied until I reserved my jersey. This is not right and this is a poor business practice. If the company is out of stock on the jersey than I will gladly wait till it is in stock again.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On the morning of Saturday May 31, I purchased a Rangers jersey on shop.nhl.com (The NHL Shop online) for a total of $63.33. Later that day I received a confirmation email after I placed the order stating that my order was received and that my item should be shipped within 3 business days. On June 2, I received an email stating that they can unfortunately not fulfill a portion of my order. No reason was given so I decided to call and see what was going on. They admitted to having an error on the website and they changed it later on May 31, after I had already purchased the jersey. They also stated to me that only selected people would receive the jerseys they ordered while others, like me, would have their orders cancelled. But again no reason to why. I find it outright wrong, immoral and a breech of contract what the NHL Shop has done. There was no rhyme or reason given to me why my order was cancelled. They admitted to making a mistake and that they would be honoring people's orders but mine wasn't one of them. However, a couple days before, as I explained to them, they sent me an email stating that my ordered had been confirmed and it would ship in 3 business days. They outright lied to me it is unacceptable. This jersey was a gift for my son and I had to explain to him (with no TRUE reason) to why he wouldn't be getting the jersey though we had been promised via email by SHOP.NHL.COM (The NHL SHOP online) that we would be getting the jersey in 3 business days. This is an advertising mistake that they were aware of and said they would honor the orders. Now they are going back on their word and only selecting certain orders to fulfill. It is UNACCEPTABLE!

Desired Settlement: I want to receive the jersey that I ordered. I ordered (as copied straight from the confirmation email): New York Rangers Reebok 2014 NHL Stanley Cup Premier White Jersey [ 26 ~ ST LOUIS ~ ] Item#:1825124 Size:M Quantity: 1. I DO NOT want a refund. I want what was promised to me, what I purchased and was confirmed via email that I would be receiving in 3 business days. Anything else is unacceptable!

Business Response:

Hello **** **** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

 Complaint: ********

I am rejecting this response because: I do not feel that while others are being honored the price of the jersey and receiving it whole I am getting a $10 credit. It is not fair to me. I feel that the only fair thing to do would be to give me the opportunity to buy the exact same jersey I purchased for $63 but in blue. Once I receive it I will then feel this has been resolved. 

Regards,

**** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Jersey advertised at $63. After Purchase NHL claimed price issue will not honor. On Sunday June 1, 2014 I was notified by friends that the NHL was selling Stanley Cup Final Jerseys for $63.33. I have never owned a Jersey but seeing as the New York Rangers had finally made the Final I decided to splurge. I purchased the Jersey. Within 36 hours I received an email from the NHL Shop stating that the price was an error and they would not be able to fulfill my order. They then re-listed the product on their site at 3x the original price. My concern is that if this was a Mom & Pop style shop in NYC they would HAVE to honor the advertised price. But for some reason the NHL, being a large corporation, can do whatever they want.

Desired Settlement: The product at the advertised price.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

Customer Escalation Specialist

Consumer Response:

I am rejecting this response because: the company has refused to honor the price at which they listed the item. I, the consumer, should not be responsible for a businesses mistake. 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Shop.NHL.com for a $63 New York Rangers jersey. Shop.nhl.com accepted my order, withdrew money from my account, and sent me an email letting me know that my order would ship within three business days. I later received an email telling me that an employee error had caused the jersey to be sold for a price lower than they had intended, and that they would be canceling my order and issuing a refund. It was my understanding that the moment I placed my order and money was exchanged, that we had a contract. Shop.Nhl.com broke that contract.

Desired Settlement: I would like the NHL shop to ship the merchandise I was promised, or allow me to purchase a similar jersey at the original advertised price.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that unfortunately, there was a pricing error for the New York Rangers NHL jersey that was ordered on our website. We are honoring the incorrect price for all orders for this jersey until we run out of stock. For those customers who ordered later whose orders end up not being able to be filled, we are providing full refunds and giving those customers $10 in store credit to use any way they wish. We apologize that it affected your order and are doing our best to make it right.

We have confirmed that your order has been fully credited. For the inconvenience, we have also previously provided $10 Promo Credit to your account. We provided the resolution via e-mail.

We regret the inconvenience that our error has caused customers.  If you have need assistance on any other issue please do not hesitate to contact us.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

Shop.Nhl.com took my money for this order and cancelled it only after they found out there was a pricing error. The jersey I bought was advertised at $63, so offering me a $10 credit is unacceptable, and clearly just an attempt to get me to spend more money with their company. $10 barely covers the cost of shipping. The jersey was advertised at $63, Shop.Nhl.com accepted my purchase, I would like the oppertunity to purchase the jersey, or a reasonable replacement at the original advertised price. Shop.Nhl.com has made no attempt at actually resolving this issuem, the $10 credit is simply insulting.

Regards,

**** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get my email address removed from www.shop.nhl.com for over 6 months.After purchasing two hats from these people in November of 2013, (I do not know which location they were sent from) I have received advertising emails on a ***** basis. Using their link to unsubscribe form their mailing list many times proved unsuccessful. Contacting their Customer service by phone 3 times and by direct emails 6 times over the past 6 months only resulted in promises to "completely remove my address in 48 hours" that never occurred.Even though I have arranged for shop.nhl.com email advertisements to go to my email spam folder they collect in my providers spam server and I must veiw them each day when reviewing The ***** ****** for mistaken spam. And delete *****.I asking for the BBB's help in ending this harassment. And thank you in advance for your help.Regards, **** ******..

Desired Settlement: Please stop www.shop.nhl.com from sending advertising emails to my email address.

Business Response:

Hello ****ley ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to unsubscribing from our Marketing emails and not been successful in ceasing the communications. We were able to confirm that there was a systematic issue that was preventing the Unsubscribe option from functioning properly, but have since then corrected the issue with this consumer’s email address.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that that email address has been unsubscribed from our marketing emails. We provided the resolution by phone.

We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Customer Escalation Specialist

Consumer Response:

Received a phone call from Ms ********* 3 or 4 days after submitting this bbb complaint. I have not received any further emails from that company since then. I certainly appreciate the quick and thorough resolution to this annoying situation. I wish our government work this efficiently.

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

Regards,

****ley ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife ordered a jersey for me off of your website as a gift. The jersey did not fit so I wanted to exchange it for one that did (a very simple process). I was informed for some absurd reason that you no longer accept exchanges. Therefore I had to go through the extremely convoluted process of returning the jersey, getting a store credit, and then using said store credit to order a new jersey. Which is essentially THE EXACT SAME PROCESS AS AN EXCHANGE ONLY MORE DIFFICULT FOR THE CUSTOMER. So I complied. I sent the jersey back to you. I was told to contact customer service when it was received so they could expedite me getting the credit to purchase the new jersey. I did as I was told and your customer service reps process a REFUND for me and told me it would take 7-10 BUSINESS DAYS (ABSURD). So instead of getting a store credit I got a refund, EVEN THOUGH I kept e-mailing in the same e-mail string so no matter WHO responded they could EASILY see what was requested. So I got on your chat function and talked to someone who told me the refund had been processed and it was too late to reverse. He was helpful and gave me a $10 credit and expedited shipping when I purchased the new jersey. Then, 4 hours later, I got another e-mail from the SAME PERSON that processed the refund in error, stating that he has now REVERSED my refund and given me the store credit by setting up an account UNDER MY E-MAIL ADDRESS. AT NO POINT IN TIME DID I GIVE HE OR ANYONE ELSE PERMISSION TO CREATE AN ACCOUNT IN MY NAME/E-MAIL ADDRESS. And NOW I have to wait for SOMEONE to AGAIN refund the money and wait 7-10 business days (AGAIN ABSURD) to get MY money back ALL BECAUSE YOU GUYS DON'T OFFER SOMETHING AS SIMPLE AS AN EXCHANGE. Absolutely insane. Awful awful business. I will never be doing business with FansEdge ever again.

Desired Settlement: This process has been so utterly un-enjoyable, and has put me out so much money that I now have to wait 2 weeks to get back. At this point the only thing that would give me any confidence in your companys ability to run a successful business would be to either give me ALL of my money back, or give me a credit to be able to purchase another jersey.

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to requesting a Gift Exchange for a different size. We were also able to confirm that the contacts were made and all instructions were followed by the consumer, but a refund was still issued in error.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that that original item has now been fully credited and the new order placed for the smaller size has been shipped and delivered as of Tuesday, April 29, 2014. For the inconvenience, we have also provided a total of $20 Fan Cash to Mrs. ****’s account. We provided the resolution over the phone.

We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

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

Customer Escalation Specialist

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* I am going to accept this resolution, but I'd like to offer a piece of advice to FansEdge and any consumer that may read this. While I appreciate FansEdges' efforts to right the wrong in the processing of my refund and expedited shipping of the new jersey, their offer of $20 in FanCash isn't much of a resolution. All it does is ensure that they get MORE business from me. Not only that but $20 purchases almost nothing from their website. In the future, I think you should be offering people partial refunds on their purchases for mistakes of this magnitude. Many consumers wouldn't forgive such a mistake on such a simple process as an exchange and wouldn't purchase from FansEdge again even if they DID offer "FanCash." There are too many websites out there selling fan apparel to have to put up with mistakes of carelessness that result in a delay in receiving merchandise or refunds. It appears that 90% of FansEdge's BBB complaints revolve around shipping/refund issues.  A partial refund is much more apt to make an unhappy consumer come back as a repeat customer.


In the spirit of resolving this issue and not dragging it out, I find that this resolution is satisfactory to me. I sincerely hope that I don't have an issue like this again. If so, I will definitely be taking my business elsewhere.


Regards,

****** ****

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Placed an order for 2 NFL jerseys on Mar. 6th with expedited 2-day shipping. Did not receive the items until 6 business days later on Mar. 13th. This order was for a gift, and I could not give the jersey's in time. When I contacted the NFLshop.com about this situation they did not provide any help, and stated nothing could be done about the delayed shipping. When the items finally arrived I found that NFLShop.com had shipped the wrong size and gender for 1 of the jerseys. I called to have this mistake fixed. Nflshop.com asked me to ship the item back for a full refund. I shipped the jersey back on Mar. 21st. I was informed that after they receive the item they will refund the money within 2-10 business days. As of April 19th there has been no refund from the company. On April 19th at 3 pm eastern I tried calling NFLshop.com to find out why they have not yet given me my refund. Instead of being able to reach anyone at the company I receive a voicemail stating the company is open from 8am-10pm eastern, 7-days a week, and that I should call back at that time. The problem is that I am calling them when they are supposed to be open!This company has failed at customer service at every step of the way I am shocked that the NFL has put their name on this terrible company.

Desired Settlement: I would like customer service from the NFLShop.com to contact me and let me know why I have not received a refund for over 4 weeks. I would also like them to explain why their phone system hangs up on customers when they are calling at the time the company states they are supposed to be open!

Business Response:

 

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the incorrect item being received and the delay in receiving the credit. We were able to confirm that the return was processed on April 18, 2014. We also corrected an issue with the phone system that caused the problem stated in the complaint.

 

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that that returned item has now been fully credited and phone system has been fixed. For the inconvenience, we have also previously provided a total of $30 Promo Credit to your account. We provided the resolution via e-mail.

We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with fanatics.com and when they realized they didn't have the product in stock they didn't inform me but just sent me something else of their choosing. When I sent the item back they gave me store credit instead of a refund even though the return was 100% their fault.

Desired Settlement: At minimum I would like my money back for the returned item. As far as the practices of picking a different item to send and/or incorrectly giving store credit so you have to continually make purchases with them instead of taking your money to a more reputable place, I will let the BBB decide how this should be handled.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the incorrect item being received and the delay in receiving the credit. We were able to confirm that the item cost was issued into store credit so that we could originally issue a replacement, but were unable to complete the new order due to item availability. We asked for an alternate item, but the one that was provided was above the original cost of the order. The credit back to the original form of payment was delayed after those earlier communications.

 

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that that order has now been fully credited. For the inconvenience, we have also provided a total of $40 Fan Cash to your account. We attempted to contact by phone, but were unsuccessful in our attempt. We provided the resolution by e-mail.

We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

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

Customer Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband saw a t shirt on the fanatics website that he wanted. It was a week before his birthday so I told my mom who was looking for a present for him. When the t shirt came it was the wrong shirt. Luckily the shipping was fast so we had time to correct it. However, when we called, they said they had no idea what we were talking about. That the shirt we ordered didn't exist. Didn't exist! My mom called & told me this & I went on to their website & there it was! So I called. I took a picture of their website & sent it to them. They said that they would look into it & I received a response back that they corrected the website. But no willingness to actually give us the correct shirt. We contacted them at least 10 separate times, just to get the correct shirt. It's pictured on their website, advertised, it had to come from somewhere! But no help. They kept telling us that it is not a shirt that they sell & is nowhere in their system. We gave up at that point. What angers me is that in the following 2 weeks since then, I CONSTANTLY see that same shirt being advertised on almost every website I visit. There were instances where it was actually advertised on the website in 2 places! I took pictures of the ads & sent it to them again, asking to please purchase the shirt. Their response is to give them an item #, which doesn't exist because you can't find the shirt on their website, only in dozens of advertisements. I even found it advertised by a different company & when I wrote to them I received a response back from Fanatics so they obviously own them. My complaint is that this company is not willing to sell me a shirt that they are advertising ALL OVER the internet. I know it's just a shirt, I'm a reasonable, rational person. But I shouldn't have to have it advertised to me daily when I know the website won't sell it to me.

Desired Settlement: I want the correct shirt. I want the shirt that is STILL being advertised on almost every website I visit! White, Nike brand, "Pitt Happens" on the front, size large. You shouldn't be allowed to advertise something that you're not willing to sell. Thank you.

Business Response:

Hello ******* *** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer has contacted us on multiple occasions in regards to receiving the incorrect merchandise based on what she purchased with no immediate resolution. Upon further review, we were able to confirm that the style of the item was updated by the manufacturer however, the site had yet to be updated to reflect the correct product information. The customer also stated that various websites were still advertising the product and a request for a replacement order was requested.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the website has been updated to reflect the correct product information based on what was received by the manufacturer. We have offered suggestions on how to update the web browser so that the consumer is able to view the most current and up-to-date inventory for our website. We have also, confirmed that a full refund has been processed back to the original method of payment that was used at checkout. For the inconvenience, we have added an additional $10 Fan Cash to the account to be used towards a future purchase. We provided the resolution by e-mail.

A replacement order for the correct merchandise that was still being advertised was the desired settlement but unfortunately, we are unable to honor this request since the item has been discontinued and is no longer available for purchase. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

 

Sincerely,

 

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


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

Consumer Response:

 Complaint: ********

I am rejecting this response because:

I feel like they are shrugging this off. I am insulted as an educated, intelligent person that they believe that throwing $10 at me will solve the problem.

More importantly, they shared with me, by email, my Mother's full sign in information for their website, including her password! I instructed my mother to find a way to close out her account with this website, since it's obviously not a secure site. There was no reason to send such sensitive account information in an email, especially to a person that is NOT the account holder (which I made clear in my original complaint). We do not share the same name, or even surname & do not share an email address! There is no reason why her sensitive, private information should have been shared with anyone, including me. This is terrible & a violation of privacy, regardless of who it is (thankfully for my mom's sake, I would not take advantage of such knowledge).

I do not accept their resolution & am submitting query at this time to see if I should file a separate complaint on the violation of private information. I have the email & can share it with you after I confirm that my mother has closed out her account with them successfully. Please advise how I should proceed.

Regards,

******* ***

Business Response:

Hello ******* *** and BBB of North Florida,

Upon receiving this rejection, we want to extend our sincerest apologies for the inconvenience caused by this situation. We understand the frustration caused by not having the exact item available. As explained in our last response to the complaint, we have confirmed that our site is updated with the correct image and the incorrect one has been removed.

We share your concerns regarding the safety of your personal information. We have incorporated the most effective online security system available, ********'s SSL technology, to ensure that your transaction is safely encrypted. We guarantee that your information will not be released to any external organization. Please refer to our Privacy Policy online for more information about this policy. You can follow the below link to our Privacy Policy:

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

In order to change the account information you will need to log in to the account first. Once logged in to the account, you can select from several options on the menu on the left side of the page.

From Modify Account you can change your email address or password. The menu on the left also allows you to update your shipping or billing address, manage your address book, and contact Customer Service via email. When completed, click on Update My Profile at the bottom of the page.

A replacement order for the correct merchandise that was still being advertised was the desired settlement, but unfortunately, we are unable to honor this request since the item has been discontinued and is no longer available for purchase. The order has been fully credited and we do not require the incorrect item to be returned to us. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

Sincerely,

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

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

Consumer Response:

 

 Complaint: ********

I am rejecting this response because:

I get it, you don't have the shirt. What's interesting is that my mother sent it back on March 23rd & even though the company received it, she was not issued a refund until she made repeated calls asking for one AND I'd submitted this complaint, so no claim can be made that she was refunded without returning the item! Please, stop lying to the Better Business Bureau & me.  I have proof of every single claim & issue that I've spoken about, including emails & photographs. The item that she didn't even purchase was ALREADY returned AND she still had to make repeated calls for a refund. This business is deplorable. No attention was given to the fact that my mother's personal, private login information was sent to me. It doesn't matter what your security software is when you send out usernames & passwords to anyone you feel like. As I said before, my mother & I do not share a name, or a surname. We do not have the same physical address or email address. But her information was shared with me via email. How is this acceptable business practice?

I again ask the Better Business Bureau: do I need to file a separate complaint about the violation of privacy after being sent an email containing my mother's login & password?

Regards,

******* ***

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from this company, and I was told I could return it if I was not satisfied. I used the free label (I am a member) to return it. I was only given a partial refund. After calling the customer service line several times, I have still not been refunded the amount I paid. I was told some of it was something called "fan cash," yet my next purchase from this company did not have any fan cash for use. There was no fan cash in my account upon the previous purchase. I paid $59.47 total. I received only a partial credit. I have been given many excuses. Tickets have been made. This matter still is not resolved. Now when I call, they hang up on me. This is false advertising. They have their product back in new condition, yet I have not received a full refund.

Desired Settlement: Refund the full amount I paid, which is $59.47.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the partial refund that was processed for the returned merchandise with no immediate resolution. Upon further review, we were able to confirm that at the time the return and refund was processed, a portion of the sales tax was not included in the initial refund.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the sales tax that was applied towards the purchase has now been refunded back to the method of payment that was used at checkout. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned order ***********/*********** via FedEx **** **** **** on February 10, 2014. The return t-shirt was signed for by ** ***** on February 11, 2014. I have not received my $24.95 fan cash credit for the return. Would like to know when I would be receiving the credit.

Desired Settlement: $24.95 Fan Cash Credit.

Business Response:

Hello ****** ******* and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us through the Better Business Bureau in regards to a return that was made with no immediate resolution. Upon further review, we were able to confirm that due to a system issue, there were multiple test orders that were placed on the account that unfortunately, were shipped in error. According, to an e-mail that we received from the customer on February 6, 2014 it was confirmed that the original replacement order was successfully delivered.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the original replacement order has been received and the two orders that were shipped in error have been returned and received by the warehouse. At this time, there are no available credits that are due since the customer has successfully received the requested merchandise. We provided the resolution by e-mail.

Fan Cash credit for the orders that were returned was the desired settlement but unfortunately, we are unable to honor that request since the initial replacement order has been received. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at *************

 

Sincerely,

 

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

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

Consumer Response:

 

 Complaint: *******

I am rejecting this response because:

I returned the West Virginia tshirt via FedEx as described originally.  All I want is the $24.95 fan cash credited to my account so I may get a different tshirt.  There was no packing slip in my package for return so I included the email order #'s I was sent.  

Regards,

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

Business Response:

Hello ****** ******* and BBB of North Florida,

Upon receiving this complaint, we reviewed the response that was provided in regards to the initial resolution and the consumer is inquiring about the Fan Cash credit that is owed for the returned merchandise. Upon further review, we have been advised by the Order Verification Department that a hold has been placed on the account due to a payment dispute that was filed with the credit card company on a previous order that has yet to be resolved.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Unfortunately, due to a decision that was made by the Order Verification Department we are unable to update the account with the credit that the customer is inquiring about. We provided the resolution by e-mail.

Fan Cash credit for the returned merchandise was the desired settlement and unfortunately we are unable to honor this request until the payment dispute has been successfully resolved. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

 

Sincerely,

 

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

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

 

 

 

Thank you!

********

Consumer Response: Hi again - We already discussed this last year ********. We resolved this issue last year. I am very confused what exactly is going on. Yes, I lost a credit card a few years ago and the items purchased were not by me and fraudulent. I reported this to my credit card company as required by law. My dispute has nothing to do with what you are referencing. So the tshirt you send me via my ******** ******** fan cash and I returned via FedEx is no where to be found? The handling of my return has been, at the very least, poor. Would you not agree? Do I need to file a complaint with the ******* ******** *******? I am clearly due a fan cash credit to my account. ****** *******

BBB's Final Determination: Business agreed to arbitrate the complaint but the consumer declined.

4/2/2014 Problems with Product/Service
3/25/2014 Delivery Issues
3/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on Tuesday morning, with a two-day delivery option because I needed it for a gift on Saturday. I called on Wednesday since I had received no update that the order had shipped. I spoke with a representative and she said she would send a request to the warehouse to make sure it shipped that day. Thursday morning, and there was still no update so I called them again to check on the status. I was told by the representative my order was part of a glitch that delayed orders and then that one of my items was holding up the order. Not sure which it was but I do not understand why I never received an email to let me know my order was delayed. If there is a two-day shipping there is obviously a rush on it. I was told on Thursday my order would probably not arrive on time. Even though I was willing to place a new order and calling before the shipping "cut-off" time they could not make sure it shipped out the same day. Had I received any notification I could have ordered a replacement that would have shipped on time.Horrible experience! I will never purchase from them again. I understand they are a huge company and my impact on their revenue as a single customer is close to insignificant. They sure made me feel that way. A hundred dollar later and I have nothing to show for it.

Desired Settlement: I really wish they had better communication with clients.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the shipping status of his order with no immediate resolution. Upon further review, we were able to confirm that due to a system issue the order was not successfully processing in the warehouse causing the shipment to be further delayed.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that that order has now been processed and shipped. For the inconvenience of the delay, we have applied a 25% discount towards the cost of the merchandise and have processed refund back to the original method of payment that was used at checkout. We provided the resolution by e-mail.

We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

  ******** ********

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2014 Problems with Product/Service
3/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Multiple issues with NFLShop.com1) they billed a credit card for an order that was not being shipped immediately or within a reasonable time, the order was billed greater than 20 days (and counting) before shipment (goods still not shipped yet)2) they sent an email to me that contained both my username & password. Thank goodness I didn't save my CC info into their site given this terrible handling of user information.3) they advertised a ship date on their site of "on or before 2/18/2014" for special event items and did not ship on or before 2/18/2014. Their service department, after being contacted, said there was a delay and items would ship "on or before 2/21/2014" as of 2/26/2014 @ 9:25 AM PST the order placed 2/4/2014 has still not shipped nor is there any indication of when it will.In the meantime all the products that are held up are all currently in-stock and available via 2 day shipping with free returns via their shoprunner relationship.

Desired Settlement: I would like them to publicly acknowledge their poor handling of this situation, and to change their handling of user information. In today's technology world there is no way that they should be emailing usernames & passwords together and they shouldn't ever put a password in an email.I would also like them to, moving forward, be required to not bill a customer's credit card until an order is actually processing into a shipment.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the shipping status of his order with no immediate resolution. Upon further review, we were able to confirm that special event items were purchased and were scheduled to ship no later than February 18, 2014 however, due to a system issue the order was not successfully processing in the warehouse.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that that special event items have now been shipped with an expedited method at no additional cost. Also, for the inconvenience of the delay we have applied a 25% discount towards the cost of the merchandise and have processed refund back to the original method of payment that was used at checkout. We have also, added $10 Promo Credit (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

Consumer Response:

 

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. 

Victoria was very helpful and got a new order out to replace the one that seemed perpetually stuck.

I will probably take advantage of the promotional credit olive branch and make another order.

I hope that the Fanatics Retail Group can iron out their kinks and provide their initial tier of customer service a better ability to diagnose and remedy situations like I experienced in the future.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a ON FIELD JERSEY that cost 299.00 to the NFL shop.com that was received and signed for by ELK @ shipping and receiving.They either cannot locate or the Jersey was taken by someone.The Jersey was delivered to there location on Jan 15th 2014.I been in contact with NFL shop 0ver 15 times and they keep giving me the same answer that we are looking for your jersey.How long does this take before any company can make a decision Today is Feb 26th which brings the total to 42 daysi am fed up with the lies that this company is telling me.They have my property.The ticket number i was given 555103 is for expedited service.The tracking number 1z3x2a451367844993 is ups.com.No one has called me about this also.All the e-mails say we will contact you.

Desired Settlement: Please send my ON FIELD JERSEY back to me or replace with the same JERSEY

Business Response:

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

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to an item that was received as a gift and was returned for an exchange with no immediate resolution. Upon further review, we were able to confirm that the item returned was intended to be shipped to a different company however, the warehouse was unable to locate the original item after the package was scanned back into our system.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a replacement order has been processed for the same item in the size requested. We provided the resolution by phone and e-mail.

An exchange for the same jersey that was returned was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

Consumer Response:

 

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,

**** *******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought item. Returns and exchange form delivered with package is US specific and not accurate for canadians. Turns out we have to pay to return item. I am upset about the fees I had to pay for returns. Especially when this is a service in the US available for $5.50.

Desired Settlement: Shipping costs

Business Response:

Hello **** ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us through the Better Business Bureau in regards to the Merchandise Return Label that is available for domestic orders. Upon further review, we were able to confirm that the customer does not qualify for the return label service due to living outside of the United States and does not feel that they should have to pay to return merchandise.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the returned merchandise has been received and a refund has been processed back to the original method of payment that was used at checkout. As a courtesy, we have also, processed an additional refund to help with the return shipping fees since they are unable to use our return service that is available for domestic orders only. We provided the resolution by e-mail.

A refund for return shipping costs was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don't hesitate to contact me directly at ###-###-####.

Sincerely,

******** ********
Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered two jerseys from this site from my nephew at the same time. There were major issues because they split order--one jersey was sent relatively quickly and arrived on time, the other was sent later and Fedex stated somehow the label was messed up so they returned it back to Fanatics. I have shown emails and tracking showing that it was returned, then when I call it seems like it is resolved (although there is always confusion on split order), then nothing happens. Somehow, they keep assuming the order was fulfilled because the original jersey was received. I think they are just hoping I stop complaining, but the Fedex tracking clearly shows that one of the jerseys was returned to Fanatics and they should refund me or reship it.

Desired Settlement: Resend the jersey

Business Response:

Hello ****** *****t and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to not receiving his partial shipment. Upon further review, we were able to confirm with the tracking information that the package is currently in transit back to the shipper.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a replacement order with expedited shipping has been processed for the merchandise that was lost in transit. We have also, added $10 of Promo Credit (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

Reship the merchandise that was lost in transit was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The product was not delivered by the date promised. on November 30th, via shop.nhl.com, i purchased One Goal II, order number 2*******. I received a confirmation email that it "ships on or before 12/13." I began tracking my order on 12/15 and it still had not shipped, so i called shop.nhl.com. they told me they orders were delayed and gave me a number to call Monday. I additionally requested a supervisor from shop.nhl to call me back. I was told it would take 48 hrs. As of today, no one has called me back. On Monday, 12/16, I began callin the fufillment center at ###-###-#### and left multiple voicemail messages throughout the week and never received a call back. Friday, 12/20, I finally was able to get ahold of a representative. the person told me my item shipped Thursday, 12/19, and my tracking number was ******4*********69 with two day air. i tracked my package over the weekend and spoke to UPS on Monday, 12/23, and this is what i was told, "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated." On Monday, 12/23, I called the fufillememt center and got no response. i sent an email through the website and i received a response from **** *********, who works at the Chicago Blackhawks, Madison location. He told me the book shipped on Saturday. I additionally called back shop.nhl and asked for a supervisor to call me back and still have received no call back as of today. I finally received an update from ups on 12/24 that the package was to be deliver Thursday, 12/26 and that is when it was delivered. It was guaranteed to be here before Christmas and when purchased on 11/30, I was told it would ship on or before 12/13. I paid $6.95 for two day air. I could have bought this elsewhere had I been told. Also, I paid for this on 11/30. Countless phone calls not returned, supervisors not responding, and maybe this is UPs's doing on the delivery, but overall shop.nhl, the fufillment center have provided horrible service. At Christmas!

Desired Settlement: At a minimum I want my shipping refund. Additionally, I would like some additional gift certificate or something for the inconvenience.

Business Response:

Hello J**** ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that a special event item was purchased and scheduled to be shipped directly from the manufacturer but unfortunately due to the busy holiday season there was a slight delay in shipping the requested merchandise.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a partial refund for the remaining amount that was originally charged has now been refunded back to the method of payment that was used at checkout. We have confirmed that the customer has now been refunded in full. We have also, added $20 Promo Credit (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

A refund for the shipping cost was the desired settlement and we have honored that request. Additional compensation (gift certificate) for the inconvenience, was also part of the desired settlement and we have honored that request with $20 Promo Credit (merchandise credit). We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don't hesitate to contact me directly at ###-###-####.

Sincerely,


Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made an order on 11/17/2013 that was cancelled due to stock issues. I have yet to get my refund after four phone inquiries. I made an order of a sweatshirt on 11/17/2013. It was supposed to be a Christmas gift for my father (I made another order with them which was successful). The initial order was cancelled due to stock issues (it was a sale item) and received an email stating my money ($46.82) would be refunded. It is now 2/3/2014 and after multiple phone calls (four or five) I have still NOT received my money even after they stated it was in their collections dept to be reviewed on their end on Christmas Eve.

Desired Settlement: I just want my $46.82 refund in my bank. Almost three months of waiting is more than enough time for them to get their act in gear.

Business Response:

Hello ********* ******** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to an e-mail that was received advising that the order was canceled and refunded. Upon further review, we were able to confirm that due to a system issue the refund did not successfully process in our system causing the customer to make additional contacts to inquire about the status of the refund with no immediate resolution.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a full refund has now been processed back to the original method of payment that was used at checkout. We have also, added $10 of Promo Credit (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

Consumer Response:

 

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,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: my complaint is like anyone else that had a delivery issue with this company. every year around this time I hold a tradition with my mother and that is we buy the jerseys of the teams that are going to the super bowl, watch the game together, and the loser has to give up there jersey to the winner. now the website that I usually order from was having problem with there site so I was forced to order from these guys not knowing what I would be getting myself into. now I place my order on JAN 24th and pay for 3-5 day shipping. it is now FEB 7 and I still have no package. on top of that I received no tracking number. ive tried may times to contact them through email to try to resolve this issue but im continued to be ignored. safe to say I am very upset in the fact that I broke a 10 year tradition for the first time and frankly don't know why this company has such a high grade on BBB when it seems to me to be the same type of issues over n over again with them that they love to ignore.

Desired Settlement: I would like my package sent ASAP and if possible the shipping cost for the false advertisement that they love to post for they customers they don't seem the care about

Business Response:

Hello ******* ******* and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us through the Better Business Bureau in regards to not receiving their merchandise. Upon further review, we were able to confirm that an e-mail was sent on February 10, 2014 requesting additional information to better assist us with locating the order however, we have yet to receive a response.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have sent a follow-up e-mail on February 17, 2014 and advised the customer that we have deemed the situation as resolved until further notice since we have yet to receive any type of response to the initial contact that was previously made. We provided the resolution by e-mail.

The merchandise shipped as soon as possible was the desired settlement but unfortunately, we are unable to  honor this request since we are unable to locate the original order and have not received the requested information from the customer. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Youth Jersey for my son a week before the Superbowl. I paid extra for three day shipping. I began sending messages immediatly when I checked and foud it wasn't shipped within a day. The first inquiry I did not receive a response, so I followed up approximaly three times before asking them to cancel the order since it won't arrive in time and I would be overpaying the shipping costs.I didn't receive a single response. A week came and went and I followed up with a call and messages to their system, not one response. Ever. Two weeks went by and the item showed on their website it was shipped and was well after the three days I paid for shipping. I received other packages but nothing from fanatics. What is more frustrating is the lack of customer service. I would say horrible, but it is doesn't exist. After several messages not once did anyone get back to me. If the item was lost/stolen/never shipped it would be nice to know what happend. At a minimum I would expect a contact to try and work something out. To think I paid 10 dollars for 3 day shipping.

Desired Settlement: Locate item and refund the shipping since it is well past the 3 day shipping payment, or refund and cancel the order if it was never shipped. I wanted it for my son for the event which is now three weeks ago.

Business Response:

Hello ******* **** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to not receiving his merchandise. Upon further review, we were able to confirm that the street address was missing information and the zip code was invalid based on what was entered at the time the order was placed. According to FedEx, they verified the address in their system and updated the information to reflect the correct zip code and the missing street direction (NW) and the package was then re-routed for delivery. Based on the tracking information online and FedEx, the package was successfully delivered to the correct address.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Since the customer states that the package has yet to be received, we have processed a full refund back to the method of payment that was used at checkout. We have also, added $10 of Fan Cash (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed an order on 11/30 that was supposed to ship by 12/18. 12/20 I was told that they would change my delivery so I had it 12/23. Never received it! I placed an order 11/30, which on the website said would ship on or before 12/18. I called on 12/20 and was told it still hadn't shipped but they would change my shipping method so I had it on 12/23. On 12/23 I called again, and after being on hold for 40 minutes, I was told they GUARANTEE I would have it by Christmas. It is 12/27 and I still don't have it. They have no regard for their customer's and I believe they just say what you want to hear to get you off of the phone! If there had been ANY communication from them to me, prior to my phone calls, I could have easily gone somewhere else to purchase this item so my son had a Christmas present to open.

Desired Settlement: I want a FULL refund of my order

Business Response:

Hello ***** ********J and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that the incorrect procedure was followed as a ticket should have been created to contact the manufacturer in order to request for the shipping to be expedited so that the package could be received in time for the holiday.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the package has been shipped and received according to the tracking information. We have also, confirmed that a full refund has been processed back to the method of payment that was used at checkout. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

Consumer Response:

 

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,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered several items online on 11/30. Was assured by customer service over the course of three phone calls and an e mail problem would be fixed. Ordered 11/30 W-8********* Received e mail confirmation of order. Called on 12/8 & spoke with ***** in customer service. Assured would have supervisor review order and ship. Said waiving $5.99 shipping fee. Said DVD was hold up and would receive in two shipments. Told me submitted ticket. Said I would receive e mail confirmation. Called again on 12/10. ****** told me still in status new. Said talked to supervisor and I would receive e mail. Received e mail on 12/13 stating missing tracking number from warehouse that was shipping the Chicago Blackhawks 2013 NHL Stanley Cup Final 17 Seconds DVD. Was told does not necessarily mean that item did not shop. E mail stated contacting warehouse and I would receive response in 24-48 hours. No response sent. Called again on 12/16 and spoke with *******. Said because Championship item, it was delayed and coming direct from manufacturer (which they could not control). Asked about rest of items. She put me on hold and tried to reach supervisor. After 10 minutes (and she did check back every 3-4 minutes), she ultimately disconnected me. Meanwhile, credit card has been charged full amount even though no items received. Called again on 12/19. Spoke with ****. Said order may have been processed even though still listed as "new". Said hold up was DVD. Told him I wanted to cancel DVD and another item in order. Said I was concerned would not receive by Christmas and was a gift for my son. Told me he would cancel DVD and hat. Posted my complaint on their Facebook wall. Could not believe how many complaints were already listed. Finally, site responded to FB post asking for order number. Sent around 12/23. No response. Finally received DVD I tried to cancel on 12/23 or 12/24. Never received remainder of my order. This website should be shut down.

Desired Settlement: Would like a full refund plus any shipping fees to return DVD. Never opened package.

Business Response:

Hello *** **** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that due to a system issue the order was not properly processing in the warehouse causing the shipping to be further delayed.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed for the remaining amount left still owed back to the method of payment that was used at checkout. We have also advised the customer that any merchandise that has been received is not required to be returned. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

Consumer Response:


The business  finally e mailed me on 2/14/14 and refunded a full
credit (less $20) for my order.

While I am satisfied with the resolution, I do not recommend doing
business with this company. My order was a Christmas gift and I was
told over and over by their customer service people it would be
shipped in time. Part of the order arrived after Christmas. Some of
the order was never fulfilled.

There are numerous complaints on their Facebook page. I wish I had
read them first.

If you require additional information, please let me know. This case
can be closed.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for a sweatshirt from www.fanatics.com on January 21st, 2014 - order # **********. I received my order a few days later and found that the company shipped me the wrong sweatshirt. I contacted the company, asked for a waiver of return shipping, put the item back in the package, and brought it to my local USPS office. This was on Saturday, January 25th. I contacted customer service today to ask about my refund. I was given information about a different order, and then the next email I received gave no useful information at all. I want my money back. Your company sent me the wrong item, I returned the item, bought another one from your company (which was damaged and I had to go through the whole process again!), and I don't expect to have to wait months to get a refund.

Desired Settlement: I just want my $54.95 back.

Business Response:

Hello **** ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to a return that was made for a wrong and damaged item that was received with no immediate resolution. Upon further review, we were able to confirm that the customer used the return label from the most recent purchase to return merchandise from a previous order which caused some confusion when providing the status of the return when contacted.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed for both of the returned items back to the method of payment that was used at checkout. We provided the resolution by phone.

A refund for the returned merchandise was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/21/2014, I ordered a Seahawk NFL jersey, to be sent as a gift to another address. Advertisement stated 3-day shipping. I've placed orders in the past and haven't had any issues so I had no reason to question the 3-day delivery. Several days after the item was shipped, I checked to see the delivery status and I discovered that the delivery date was changed to February 8th. (That's after the superbowl) That's 16 calendar days later (14 business days). If I had known this, I wouldn't have ordered it. When I inquired about this, Fanatics said that the timeframe is normally 4 - 10 days. So they are not even complying with their own unpublished service levels. Deceptive practice. In addition, Fanatics said that they would credit $20 to my account for future use because my business was important (really?). Still waiting for the $20 to show up in my account.

Desired Settlement: Fanatics can refer to my inquiry # 1************. I would like compensation greater than $20 for the false advertisement and hardship caused by not delivering the merchandise within the published timeframe.

Additional Info:
On 1/31/14, I submitted a claim for a missing return item. I provided my USPS.com confirmation number that showed that my item was received by Fanatics on January 13th. (According to Fanatics' website it takes 10 business days to process the refund.) Fanatics is giving me the round around as to the status of my refund. They first claimed that they didn't receive my returned item even after I provided the USPS tracking number. Then they said it takes up to 10 days to process it, even though I pointed out that it had been over 10 days. Then they said it was my fault for not including the return label even though I enclosed one of their forms from the website and provided every piece of information that was needed to process the return. At the last communication the person said that she reviewed my account and it didn't reflect that my return package had been processed. No kidding? What is their mitigation process when there's a dispute such as this? I have evidence that they received my merchandise. How can the BBB give them an A+ rating with all the complaints received? Fanatics advertise NO HASSLE RETURNS. False advertisement. All I want is to get my merchandise credited back to my account. Thank youDesired Outcome:
This is regards to inquiry that started off with # 14*********** and later with # 14***********. My claim with them included the USPS confirmation number that shows the package was received by Fanatics. Please credit my account for the merchandise that I returned.  

Business Response:

Hello ******* ********* and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to the estimated shipping date provided on the tracking information being later than anticipated. The website offers 3 Business Day delivery for domestic orders however, there are restrictions based on the location and these restrictions are clearly outlined via the website’s Help Center regarding shipping. Upon further review, we were able to confirm that due to the customer being a Rewards Member, the shipping method defaulted to the standard 3 Business Days instead of the appropriate method for packages that are being shipped to Hawaii, which is ground service.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies for the system issue and have confirmed that the order has been shipped and received according to the tracking information. For the inconvenience, we have applied a 25% discount towards the cost of the merchandise and we have processed a refund back to the original method of payment that was used at checkout. We have also confirmed that the return from a previous order has been received back into the warehouse and the appropriate credits have been processed back to the customer’s account. We have also, added the $20 Fan Cash (merchandise credit) that the customer was previously advised of to the account to be applied towards a future purchase. We provided the resolution by e-mail.

The appropriate credit processed for the returned merchandise with an additional appeasement for the incorrect shipping information that was provided at checkout was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: placed an order for item #11*****, order # 6*******1 on the internet, the 31 dollars has already been charged to my credit card on the 23rd of jan. I was to receive Item in 3to 5 business days, which now has been 12 days. I contacted fansedge 2 times and was told it would be corrected. they said they had a problem trying to switch my money to a new account so they could resend the item and close the old account, I'm afraid my credit card will be compromised by some one who does not know what they are doing. I want them to send me the item express over nite or remove my money off my credit card and give me conformation that has been done

Desired Settlement: listed above what I feel is only fair to me in the complaint they contacted me and I ask for them to remove the money from my credit card and they said they would, this is still a complaint, I want it followed up to make sure they remove the money from my card

Business Response:

Hello ******* ******* and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order due to not receiving the merchandise within the expected timeframe. Upon further review, we were able to confirm that the order shipped within the timeframe specified on the website however, the default shipping method is ground service which is 7-10 Business Days for delivery.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the order has been shipped and received and a full refund has been processed back to the original method of payment that was used at checkout. We provided the resolution by phone.

A request for a refund and the order to be shipped was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered items on 1/25, one of the items was marked "special event item, will ship no later than 1/28". I have been calling & e-mailing the customer service dept since 2/3 and cannot get any information on whether the item has been shipped or if I will get a refund. They are literally ignoring my requests for status & pleas for assistance. How can I resolve this? Please note I also ordered an item that was marked "special event item, will ship no later than 1/28", was not notified it shipped 1/28 so called on 1/29 and received no information on status. On 1/30 at 7:30am, I received an e-mail from the company indicating they could not fulfill the order (12 days after I ordered & 2 days after it was to be shipped". A credit refund was received for that item. I promise never to order from them again, I have learned a tough lesson with this company.

Desired Settlement: I would appreciate either receiving a credit refund for this item never received or confirmation that it has been shipped (i.e. tracking # for UPS or FedEx).

Business Response:

Hello ***** ***** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the special event merchandise that was waiting to be shipped with no immediate resolution. Upon further review, we were able to confirm that the proper procedures were not followed therefore, further delaying the resolution.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund for the cost of the merchandise has been processed back to the method of payment that was used at checkout. We have also processed a replacement order for the item the customer was requesting with expedited shipping at no cost. We provided the resolution by e-mail.

A refund for the special event merchandise that did not ship with the original order was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The products I purchased were the Seahawks Super Bowl Champions official baseball cap, and charcoal locker room t-shirt. On the Seahawks Pro Shop website, managed by Fanatics, Inc., there was a guarantee in red text that all orders for these products would ship between 1-2 days on the night of the Super Bowl. I chose to order through this site because 1-2 days of shipping seemed more reasonable than shopping at a local store for these items. I trusted the guarantee, but I have been disappointed by the results (or lack thereof). It took two days for the order to process, and I just received a notice that the item is in transit; but the tracking status states that I will need to wait another 6 days (10 total from the date of purchase) for these items. The only reason I purchased through Fanatics, Inc. was that I trusted the "ships within 1-2 days" guarantee. I am very disappointed with my experience as I could have already had this gear a day ago from a store 10 minutes away from my home. Fanatics, Inc. should not mislead consumers in this fashion.

Desired Settlement: I would like my items tomorrow, even though that would be one day late.

Business Response:

Hello ****** **********r and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us through the Better Business Bureau in regards to the estimated date of delivery that was provided in the shipping confirmation. Upon further review, were able to confirm that the merchandise shipped 2 Business Days after the order was placed which is within the timeframe that was specified in red, below the picture of the item on the website. We have also, been able to confirm that the website the order was placed through uses ground service as the default shipping method and this information is clearly outlined via the website’s Help Center regarding shipping as well as, at the final checkout screen prior to entering payment information. Expedited shipping options are also available at final checkout.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the order has shipped and is currently in transit to the shipping address that was provided at the time the order was placed. We provided the resolution by e-mail.

A request for the merchandise to be shipped was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 


Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased two t-shirts from the NFL Shop website - http://www.nflshop.com/. Order # w-*********The "Majestic Denver Broncos Camo T-Shirt - Charcoal - Item *****35", is madeof extremely thin fabric. You can see through two layers of the fabric. I believe that $24.95 for such a poor quality garment is nothing short of price gouging.I contacted the company with the above stated complaint and they will refund my money minus the shipping price.I don't believe I should be victimized twice due to their lack of selling quality merchandise. NFL Shop implies quality but is not.This item is not available anywhere else so I told them I would keep the item but asked them to forward my complaint to the appropriate department head for investigation. My request was ignored.Because I planned on keeping the item I laundered the t-shirt as stated on the label and the t-shirt came out of the dryer with polyester pilling on the entire shirt. It looks like an old tired shirt that has been through the laundry many many times.This shirt is sold at a high price but lacks any quality whatsoever. Shame on them for selling such garbage to the public hiding behind the NFL label which impliesquality merchandise.

Desired Settlement: I woud like a refund for this junk t-shirt INCLUDING my shipping,AND I would like an apology for selling such junk,AND I would like an investigation so this doesn't happen to others.

Business Response:

Hello ****** ******* and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to the quality of the merchandise that was received with his most recent purchase. Upon further review, we were able to confirm that customer was offered the option of choosing an alternate item or to be issued a refund.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and we have confirmed that a full refund has been processed back to the method of payment that was used at checkout. We have also, advised the customer that the merchandise is not required to be returned. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 26th I placed an order on nflshop.com for a shirt for the superbowl I payed for the shirt and payed 11 dollars for the 3 day shipping so I knew it would get to me before the big game. On the ordering screen it also said that it was a special event item and that it would ship no later than January 28th. I got a order comformation saying that my package was shipped on the 29th of January a day after it was guaranteed to ship out and that it will get to me on the 4th of February which is 2 days after the superbowl. I called their customer service and all I got was a sorry and there was nothing they could do. There was no compensation. They would not help me and did not uphold their guarantee for the services I payed for. I am a repeat customer of the website but not for much longer.

Desired Settlement: I would like an explenation as to why they wronged me on such an important order for me, and not upholding their end of the deal . I would like a full refund as well.

Business Response:

Hello **** ***** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to his order being shipped later than anticipated. Upon further review, we were able to confirm that special event merchandise was purchased and was scheduled to be received no later than January 28, 2014 however, there was a slight delay in receiving the merchandise from the manufacturer delaying the shipment by 1 Business Day. Once the item was received, we were able to confirm that the incorrect shipping method was chosen at the time the warehouse was preparing the order for shipment.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the shipping cost was previously refunded therefore, we have processed a refund for the cost of the merchandise back to the method of payment that was used at checkout. We provided the resolution by e-mail.

An explanation for the why the order was delayed in addition, to a full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined Fanatics Rewards which stated-(Free 3-day shipping will automatically be applied to your purchases.) and placed three seperate orders. My first order shipped via ****x smartpost on 2/4/14 with an expected delivery date of 2/14/14. I called right away to find out why I was not getting 3 day shipping as advertised on the website. Was told it was because I used a PO Box for my address. I placed a fourth order with 3 day shipping(this time to my street address) which was shipped on 2/7/14 with an expected delivery date of 2/15/14. I called again and really got no clear explanation of why I did not receive 3 day shipping on any of my orders. I also checked the website and noticed that **** is one of the shipping options, therefore my shippments to my PO Box certainly should be able to be delivered in the 3 day time frame. Needless to say I have purchased over $300 in merchandise from this company, and they have failed miserably in the shipping department. Customer service also could use some help, as when I spoke to them I was treated as though I was making things up about shipping and Fanatics Rewards while I read information straight from the website.

Desired Settlement: I would like the company to not falsely advertise 3 day shipping. Take it off the website if it is not going to be honored. I would like to receive 2 day or next day shipping on my next order. I would like the company to resolve this issue how they best see fit, as it will determine whether or not I continue to shop on their website.

Business Response:

Hello ******* ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to the delivery date for their most recent purchase being later than expected. Upon further review, we were able to confirm that the incorrect shipping method was chosen at the time the warehouse was preparing the order for shipment.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As a courtesy and for the inconvenience, we have confirmed that a full refund has now been processed back to the original method of payment that was used at checkout. We have also, notated the account that we will upgrade the shipping to Next Business Day at no cost on the next purchase that is made with us once the customer contacts us to place the order or after the order has already been made. We provided the resolution by e-mail.

Free expedited shipping on the next purchase was the desired settlement and we have honored that request. We appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

Consumer Response:

:

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

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received a Nike NFL Russell Wilson Jersey for Christmas as a gift. The sizing was too big so followed the gift return policy of NFLShop.com and sent the requested information along with the package via USPS to them. This was on 1/2/2014 and the package was sent USPS 2 day. Sent 2 emails over the course of 3 weeks as have heard nothing from the company. Finally called on 1/31/2014 as I never received a response to my email from the previous week. According to their gift return policy it can take 7-10 business days to process a return and they offer store credit for the value of the item. I simply wanted to exchange the size from XL to Large. Customer service says they have no record of receiving the package although USPS delivered the item to their requested location. It has been 27 days since the item was sent back well beyond their 7-10 business processing days.

Desired Settlement: For the company to honor their gift return policy. Store credit for the price of the originally paid item so that I can order the correct size. As of right now the person who ordered the gift is out $100 and there is nothing to show for it.

Business Response:

Hello **** *****r and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to a gift that was returned for an exchange with no immediate resolution. Upon further review, we were able to confirm that the return label that was provided was not used and an alternate return shipping method was chosen, preventing us from tracking the package and being able to confirm if it was received in the warehouse.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have created an account for the gift recipient and have added the cost of the returned merchandise in store credit so that the funds can be applied towards a new order. We have also, added an additional $10 Promo Credit (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

Store credit for the returned merchandise was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

Consumer Response:

 

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

Regards,

**** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made an order on 11/17/2013 for a NJ Devils sweatshirt to be a Christmas gift for my father. The company took the money out of my bank about a week later (11/25), only to turn around and tell me via email that I would be refunded my $46.82. They didn't tell me WHY my order was refunded, but since it was on a sale item, I assume that my order was due to inventory numbers.Anyway, I spoke to a ***, a ******* and a ***** Each time I basically got what I feel is the run around because not ONE person could tell me why my refund was not put back to my **** card. During the first week of January (2014), I was told by "***** that it went to their moderator department which deals with refunds, and that their head manager would personally give me a call to discuss the matter. I was also told during this same call, that the moderator dept. received my complaint on Christmas Eve. It's now February 3, 2014, and no one has EVER called my home to discuss anything with me, and I STILL don't have my refund when I should have had this MONTHS ago.

Desired Settlement: At this point I just want my $46.82 refund back.

Business Response:

Hello ********* *******e and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of a refund with no immediate resolution. Upon further review, we were able to confirm that due to a system issue the refund did not successfully process in our system.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies for the system issue and delay with processing the refund. We have confirmed that a manual refund has now been processed back to the Paypal account. Also, for the inconvenience, we have added $10 Promo Credit (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

Consumer Response:

 

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,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Seahawks 12 shirt on the 25th of Jan. The email I received stated that my order would ship NO LATER THAN 30 Jan. On the 27th of Jan the company took my money from my bank. On 30 Jan my order WAS NOT sent, on 31 Jan (my time, very early american time) I sent an email requesting information as to why my stuff has not been sent or delivered. I received an email stating that my question was received and I would hear back soon. I've checked the status of my order again and it has yet to change. At this point I believe this company has stolen my money. I want my money back and I want people to know that this company is fraudulent. Check out their Facebook page and you will know they are taking money and giving dates and things are actually not what the company says.

Desired Settlement: I want my money back on my order: w-xxx-xx-xxxx

Business Response:

Hello ***** ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that special event merchandise was purchased and was scheduled to be received no later than January 30, 2014 however, there was a slight delay in receiving the merchandise from the manufacturer which further delayed the shipment.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the order has been shipped and is currently in transit to the customer. We have also, confirmed that a full refund has been processed back to the method of payment that was used at checkout. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

 

Sincerely,

  ******** ********

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 5 Seattle Seahawks items totally $171.42 on 1/28, and paid $19.95 for next day shipping, after calling the 1-800 number for ordering to verify that I would recieve the said merchandise in time for the Superbowl weekend. I received an email on 1/29, indicating that one of my items had shipped and was expected to arrive on 1/30. I recieved an email on 1/30 that said one of the items in my order was unable to be processed and I would be refunded the purchase price. I called customer service, was on hold for 45+ minutes waiting for a supervisor (****** *****), only to be told that my other items may or may not be shipped in time to arrive for the Superbowl. She stated that their website isn't always up to date, and it could take up to 24 hours to show if an item is really available. I was immediately granted a refund of my shipping, and was told I could either "chance-it" on the remaining items or cancel my order. As I was considering options, I recieved another automated email stating that another one of my items would not be processed. ****** then told me that none of the remaining items were in-stock. I requested an immediate full refund of my order. You cannot advertise product as being available, take a consumers money, only to notify them days later that "oops" it wasn't available. We then have to wait 2-10 days for a refund of our money. This is highly suspect and borders on being illegal. Funny thing is.....I look at the website, and the items that they were unable to ship to me, show as available......I feel sorry for any other unsuspecting consumer that falls victim to this shell game. I wa

Desired Settlement: I want to be refunded the full amount immediately without having to wait for you to release the funds and for my bank to credit back the funds. Additionally, I'd request that you invest money into a full functional website that is "real time" and you only advertise product that is available to buy!

Business Response:

Hello **** ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to multiple e-mails that were received advising him that several items purchased were out of stock and have been canceled and refunded. Upon further review, we were able to confirm that the website reflected the merchandise as available at the time the order was placed however, three of the five items were found to be out of stock at the time the warehouse was preparing the order for shipment. We were also able to confirm that the customer decided to cancel the remaining items.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and have confirmed that the order has been refunded in full back to the method of payment that was used at checkout. We have also, shipped the item that was still showing as available at no cost with expedited shipping. Also for the inconvenience, we have added $40 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by phone and e-mail.

A full refund was the desired settlement and we have honored that request. We appreciate the feedback and will forward the information to the appropriate department for further review as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Victoria Lombardo

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On Sunday, January 26, 2014(order# w-1********9)I placed an order for a "12th Fan Seattle Seahawks Super Bowl XLVIII Youth Name and Number T-Shirt-College Navy" for my grandson.Fanatics had a statement that "this item will ship no later than Thursday, January 30th."I have been calling Fanatics everyday since last Friday (January 31st)to find out when my order will ship. No one can tell me when or if it will ship and no one knows why it hasn't shipped. Several of the ones that I spoke with have checked , and the item is in stock, but have no idea why it hasn't shipped. Spoke with a "floor supervisor" this morning, same story, have no idea what is going on at this warehouse or why my grand son's item has not shipped. Suppose to get in touch with his supervisor and get back with me. That has not happen as of this writing.Anyway that you can help with this matter would be greatly appreciated. Grand son continues to check his mailbox everyday looking for his T-shirt!Thanks...

Desired Settlement: Would just like for our grandson to get his T-shirt.Thanks.....

Business Response:

Hello ****** ******** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that special event merchandise was purchased and was scheduled to be received and shipped no later than January 30, 2014 however, there was a slight delay in receiving the merchandise from the manufacturer which further delayed the shipment.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies for not being able to ship the merchandise within the timeframe that was specified on the website. We have also confirmed that a refund has been processed for the shipping cost back to the method of payment that was used at checkout. We provided the resolution by e-mail.

A request for the merchandise to be shipped to the gift recipient was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

Consumer Response:

 

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. See Below:


 

Sunday,  February 9, 2014

 

 

Dear Ms. ******** L. :

 

I am writing in response to your reply of my complaint to Better Business Bureau, Complaint #*******.  First, may I thank you for your response and for mailing our grand son his shirt, finally.  But, I must comment on this order.  Yes, I knew it would not ship "No later than January 30, 2014", and I should point out to you as I am sure you know, I began calling your customer service beginning January 30th and ever day after, and every time I was told, "We don't know why your order has not shipped and have no information as to why it has not shipped".  When I asked,  is this item in stock ?  Every time I was told, "Yes, we show that there are eight (8)in stock".  So, in regards to your reply that "there was a slight delay in receiving the merchandise from the manufacturer", so, for whatever the reason, that information was never communicated to the customer service representatives that I spoke with, because, as I've said, every time I called, I was told that the item was in stock and each time I was told that there were 8 in stock, and they had no reason why it had not been shipped or when it would be shipped.

 

It was only after I made my complaint to the Better Business Bureau that "things" seem to happen, and happen fast.  Note, order was placed on January 26, 2014 and not received until February 6, 2014, total of 12 days.  And if I had not filed a complaint with BBB who knows if my grand son would still be waiting for his T-shirt ?  And please note, our grand son's T-shirt was shipped not from your Jacksonville warehouse, less than an hour from Green Cove Springs, but from Zanesville, Ohio and was received "over-night" from shipped date and time received.

 

I do thank you for your reply and wanted to let you know , our grand son is very happy and proud to wear his "Seahawks" t-shirt, only wish we had not had to go through this much difficulty and trouble and received a lot sooner.

 

Sincerely,

 

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

ref :  BBB Complaint #*******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Problems with Product/Service
2/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband ordered a pair of gloves for a Christmas present to me. He is currently deployed so they were shipped to the house. Upon opening them I realized that they weren't the ones that I wanted. I spoke with an agent via email about exchanging them, but was told that they no longer do exchanges. They told me to fill out the return form, mark that I was returning a gift, provide MY information, and send the gloves back using the return shipping label they provided. It clearly states on their website that if returning a gift a refund of the shipping cost would be waived. They received the return, took the shipping cost out of the return amount, and refunded my husbands card. I replied to an email that the previous agent sent asking about the status of the store credit that I was supposed to receive on Monday, January 27th. I received an email days later telling me that due to a recent change in policy, they no longer process exchanges. That is not a "recent" change in policy, nor is it what I was asking. I responded and explained to them that due to their processes, I was supposed to get a store credit and not be charged for shipping. They didn't respond. I called their 877 phone number, sat on hold for 15 minutes only to have someone read the email that the other agent sent to me. She told me that she didn't know when the policy changed, but she got an email about it today. That's a complete lie! She said that she had to put me on hold to speak to a customer service lead. I sat on hold for about 20 minutes only to have someone take me off of hold & hang up on me when I said "hello". They have now provided awful customer service, stole money from me, and despite me doing EVERYTHING that they asked of me, refunded my husbands credit card (which I do not have access to). I can't email a new order to my husband and expect him to do online shopping for me while he's in Afghanistan. I have a feeling he is doing more important things.

Desired Settlement: I would like for an actual person (who won't hang up on me) to contact me via phone regarding this issue. I get a different person every time I reply to an email.

Business Response:

Hello ********* *********** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of a gift return with no immediate resolution. Upon further review we were able to confirm that the return was refunded in error instead of a guest  account being created with amount of the merchandise in store credit so that the gift recipient can access the credit and repurchase the item/size of interest.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the remaining fees (taxes, shipping, return label fee) that were applied to the original order have been refunded back to the original method of payment that was used at checkout. We have also, added $38.62 in Promo Credit (merchandise credit) to the account to cover the cost of shipping, and taxes for the exchange order in addition to a 25% discount off of the cost of the item. We provided the resolution by phone and e-mail.

A request for someone to contact her directly via phone to discuss the situation was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: NFL Shop advertised NFL team jerseys that could be purchased and would be SHIPPED # DAYS FROM THE DATE ORDERED. I ordered two NFL team jerseys each costing $169. The first jersey was ordered on Jan. 22. Although it was supposed to ship on the 25th, it was not shipped until Jan. 29!The second jersey was ordered on Jan. 24 and was supposed to be shipped on Jan. 27 but was, in fact, shipped on Jan. 30! Because of this delay, these items are due to arrive after the Superbowl! These jerseys were a gift which was to be worn during the Superbowl party. I would not have spent $300+ for these jerseys if I believed that they would not arrive prior to the Superbowl. Furthermore, because I have purchased several jerseys from NFL Shop prior to this transaction, I believed that these items would be shipped 3 DAYS from the time I had ordered them as is stated on the NFL Shop website. As of today, Jan. 31, I have not received these jerseys. I spoke to an NFL Shop Customer Service representative who was very apologetic but not very helpful. He stated that he could give me a $10 credit towards a future order. I told him not to bother and that I would NEVER order from NFL Shop again. I question the authenticity and legitimacy of NFL Shop and wonder how many others have been scammed.

Desired Settlement: Although these jerseys are customized, because of their 'supposed' late arrival... if they do, in fact, arrive, I would like to return them for a full refund.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to his order being shipped later than anticipated. Upon further review, we were able to confirm that the website the order was placed through uses ground service as the default shipping method and based on when the order was placed it would have not been received in time for the Super Bowl. An expedited method would have needed to be chosen.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that both orders have been shipped and according to the tracking information one package has been delivered and the second package is out for delivery on February 4, 2014. We provided the resolution by e-mail.

A refund for the merchandise once they have been returned was the desired settlement but unfortunately, we are unable to honor that request since the customer has filed a dispute and a refund has already been processed by the credit card  company. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******Once the jerseys do arrive, (per the business' arrangement),  I will return them using the return label which they state will be inside the package.  Furthermore,  because my bank has refunded the monies due and I expect neither further actions from nor any illegal or nefarious actions forthcoming by the aforementioned business (NFL Shop or their subsidiaries), I consider this issue resolved. 

Regards,

*** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I order a Denver Bronco Jesery for 104.00 plus shipping on Jan 22, 2014 I have spoke to several supervisors who each assured me that I was giving next day delievery, today is Jan 31, 2014 and still no jersey and they debit my account for 104.00

Desired Settlement: I would like the jeresy or refund my money!!!

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that the order was further delayed due to the billing address not matching what the bank had on file and unfortunately, this information needed to be confirmed before the order could be released for shipment.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed for the shipping cost back to the method of payment that was used at checkout since we were unable to ship the merchandise within the timeframe expected. We have also, confirmed that the order has been shipped and received according to the tracking information. We provided the resolution by e-mail.

A request for the merchandise to be shipped was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

Consumer Response:

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,

 

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/3/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 24th, I ordered (#w-1********** two Seattle Seahawks koozies for the upcoming Superbowl on February 2nd. At the time of the order, the shipping was noted as 3-day, and promised by January 31st. I recently received and checked the status of my package, only to find out that it was sent via ***** Smartpost (tracking #748999************44) and is scheduled to arrive February 13th. Frankly, these items are of little value to me AFTER the Superbowl. This is the second time that I've ordered from Fanatics, only to have been promised a shipment date and to find out later that they took the cheap route by shipping ***** Smartpost which takes anywhere from 2-4 weeks to reach me. I am very frustrated by the false advertising and these bait and switch tactics.

Desired Settlement: I would like my items sent overnight or 2-day air in order to reach me before the Superbowl this Sunday.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to the estimated shipping date provided on the tracking information being later than anticipated. The website offers 3 Business Day delivery for domestic orders however, there are restrictions based on the location and these restrictions are clearly outlined via the website’s Help Center regarding shipping. Upon further review, we were able to confirm that the default shipping method for packages being shipped to Hawaii is 7-10 Business Days and the only expedited method that is offered at final checkout is 2 Business Days.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As a courtesy, and for the inconvenience of not being able to receive the merchandise within the timeframe that was expected, we have processed a refund for the shipping cost back to the method of payment that was used at checkout. We provided the resolution by e-mail.

A request for a reship with expedited shipping to be received in time for the Super Bowl was the desired settlement but unfortunately, we are unable to honor that request due to the limited time that is available for packages being shipped to Hawaii. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

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

Senior Customer Experience Advisor

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  Your shipping policies to Hawaii ate unacceptable to me and I will no longer be ordering from uour company in the future.

Regards,

***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 30, 2013 I purchased one Blackhawks jersey from Fanatics for $59.89. On December 4, 2013 I was charged again for the same item. On December 5, 2013 I was told I would receive a credit for $59.89 within 10 business days. I called back three times during the month of December (including a call on or around Dec. 15, 2013), and twice in January. I still have not received my credit. Each time I contact Fanatics they are helpful and polite. I consistently receive reassurance that "this time" I will be credited. I have received several "confirmation" numbers and promises that a supervisor is handling the situation. I believe they do not ever intend to credit my account. Fanatics currently has a BBB rating of A+, but reviews from several consumer websites show numerous complaints due to Fanatics not refunding money due to customers.

Desired Settlement: I would like a refund of $59.89.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of a refund with no immediate resolution. Upon further review we were able to confirm that t due to a system connection error, the order did not process and payment was not received or captured however, the card was indeed charged.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been issued back to the original method of payment that was used at checkout. We have also, added $10 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

A refund for the original order that was canceled due to a payment error was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A Christmas present was ordered and due to a mixup it wasn't the elite level of the Jersey. Upon speaking with two representatives the week of Jan 9th, I was offered a discount to offset the 1.5 hours on the phone with two different reps and was told they notated the account. On Monday the 13th of January, I called in and was told by the first rep no notes were made for the 15% off my order and next day shipping. Upon speaking with the next rep I was told he didn't see it either, but would make the adjustments in the system. His name was ****. At about 45 minutes on the phone with ****, I was told I would be placed on one last hold and he'd take my payment info and have the adjustments made to reflect the correct price. At this point he must have accidentally disconnected the call. No return call was made by **** and when I called the morning of the 13th I spoke with one of the rudest managers with the NfL shop. My intent was to build upon what was originally a small order and buy my family more gear and jerseys over the commons months. However, I'm in disbelief by the lack of integrity I've seen first hand and unwillingness to uphold what they have offered and instead have now wasted another couple hours of my time on the phone.

Desired Settlement: Contact to discuss remedying the situation and at the very least honor what was already promised last week and then again on Monday the 12 th of January.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to a discount that was offered for the inconvenience of the extended hold times and contacts that had to be made to inquire about his order. Upon further review, we were able to confirm that the incorrect information was provided and the customer received poor customer service when contacting us regarding the situation.   


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and have advised the customer that we will honor the 15% discount that was originally offered should he decide to place an order for an elite jersey. Also, for the inconvenience, we have confirmed that a $50 discount was applied towards the original purchase and a refund was processed back to the method of payment that was used at checkout. We have provided the resolution by e-mail.

The 15% discount off of an order for an elite jersey that was offered was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased new York Yankee jersey on line and i pick the number 15 to put on, my credit card was charged right away, then couple days later i received the phone call stating that they can not put retired player's number witch they should never let me pick it online when i purchased... so i changed to number 2, few days later i noticed that my credit card was charged for 2 dollars, i guess for changing my order witch it was not my fault. when i received my order jersey had number 2 and players name on the back witch i didn't want. when i spoke to someone for changing the number i clearly ask not put players name on but they did anyway. so i requested for refund, send the item back, about 10 days later i was charged again on my credit card instead of refund.

Desired Settlement: I want my full refund as soon as possible.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to receiving the wrong item after making changes to the customization of the merchandise prior to the order being shipped. Upon further review, we were able to confirm that the customer returned the merchandise and was recharged for the purchase instead of refunded.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed back to the method of payment that was used at checkout for the original cost of the item in addition to the payment that was processed in error. We have provided the resolution by phone and e-mail.

A refund for the cost of the returned merchandise in addition, to the extra charge that was processed in error was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an orderon 12/7/13. When the order arrived, the sweatshirt that I ordered was too small for the person that I ordered it for. There was an exchange slip located inside the box, so I followed the directions on the back to send it back for an exchange. I would just need an XXL instead of an XL, so I indicated that on the exchange slip and took it to the post office on or before 12/12. I kept waiting for a confirmation email, the exchange to come in the mail, SOMETHING. Christmas came and went as did New Years and I had not received any communication from Fanatics. I called the company on 1/6 and they said that the order had JUST been recieved at their return facility (the USPS was NOT the hold up) and I should allow 8-10 days for a refund. I said that I did not want a refund, there was an exchange slip in the box and I wanted an exchange. The girl on the "customer service" line indicated that their policy had changed "sometime in December" and they would no longer do exchanges, just refunds and then I could buy the new item online. That means that I would have to pay $15 more due to the sale not going on any more, and a $5 refund fee. She said she "apologized for the inconvience" but made no attempt to make it right.If you want to change policies as a company, fine, but there needs to be a grace period to change the slips in your packaging and allow for your slow return facility to sort through and scan returns before you inact that. It is unethical to offer an exchange when the package is received but to discontinue that possibility by the time the slow facility receives it.

Desired Settlement: I would like the sweatshirt delivered in the size that I indicated on the exchange slip, at no additional cost, free shipping.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us to check on the status of a return for an exchange. Upon further review, we were able to confirm that the website was updated prior to the order being placed to reflect the new return policy and the return form that was included with the merchandise also included this information. We have also confirmed that at the time the original order was shipped the package contained a return form that was still allowing an exchange to be requested.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have contacted the customer and further explained the new return policy and have offered the option to honor the exchange with a 25% discount  and free shipping for the inconvenience of not being able to process the original request. We have also, added the difference in cost of the item that is no longer showing as on sale in store credit so that it can be applied towards the exchange. Acceptance of this resolution is still pending and will be completed once we have received a response from the customer. We have provided the resolution by e-mail.

A request for the exchange to be processed with free shipping at no cost was the desired settlement and unfortunately, we are unable to honor that request since a refund has already been processed for the return. As an alternate settlement we have offered the option of an exchange with a 25% discount and free shipping and we will honor this request once it has been accepted. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,


Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered several items from Fanatics.com during November and December of 2013. I had no trouble in receiving the items, but upon returning some I changed my mind about, I have had nothing but trouble in getting back a full refund for what I paid. I am a member of *********r, which provides free return shipping, so I didn't use their prepaid return label through Fanatics, which would have docked my return amount. So that's not the issue. On order w-19******0, I returned a mug which I paid $13.98 for. I was only refunded $12.95, which was exactly the item's price before tax. On order w-1********1, I paid $75.95 for two items, returned both, and just last night, received a refund for only $65.51. It is the same with every order! Orders w-19******* and w-1*******6 are the same. Never have I been refunded the amount I paid, and in most cases, I can't figure out where they're getting their figures from. I've tried repeatedly to contact them to get this resolved, and it's like pulling teeth to get the issue resolved. I had two items resolved, and I have 5 more I'm trying to get resolved. Their Facebook page is littered with criticisms from customers who are very unhappy with them, and I only wish I had read that before shopping with them. Please take note of this, its' very frustrating as a consumer, especially considering they claim to have a 365-day a year easy return policy. IT's been anything but.

Desired Settlement: I just want them to refund me what I paid for the items. I need itemized invoices from them in order to figure out what they do owe me, but I do know that on an order that I only kept a $7.99 item from, I should not be left having paid $20+ dollars.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to a discrepancy with the amount that was refunded for the multiple items that were returned. Upon further review, we were able to confirm that due to a system issue the taxes were not included in the initial refund amount and the taxes were still needing to be manually credited back.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the taxes that were applied towards the purchase at the time the order was placed have been refunded back to the method of payment that was used at checkout for the returned merchandise. We have provided the resolution by e-mail.

A refund for the taxes that were applied in addition, to an itemized statement of the refunds that have been processed was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Back in October 2013, I ordered a Southern Miss lamp and a decal from fanatics.com. When I received the lamp, it did not match the picture on the website. I phoned the company and discussed this with them. They said to return the lamp, and that they would send me another one - giving specific instructions to the warehouse to send the lamp that matched the one in the picture on the website. I mailed back the lamp. The company sent another lamp as promised; however, this lamp was no different from the first. I telephoned the company to discuss this. We discovered that the company's lamp supplier had supplied the company with an out-of-date picture. After discussing the issue with the company, I decided to elect for a refund in lieu of an exchange. They said okay. After not receiving a refund within the next six (6) weeks, I followed up with the company. They told me that these things took time and to wait another week. I waited another week - still no refund. I called back. They told me something different this time and that the refund had been processed and should show on my account int a matter of days. Again, no refund. To make a VERY long story short, I have called this company on more than ten (10) occasions. I have asked to speak with a supervisor and have never been allowed to speak to one directly. I have many times been disconnected and required to start my narrative from the very beginning, as it was not possible to reconnect with the same customer service representative. The most recent time I called was in January. I have even received sympathy from the customer service personnel - one even said that he would see what he could do to compensate me (more than the lamp), as he could see how long this matter had been open. The Better Business Bureau is hopefully my last effort. It has been months and I am still without my 70 dollars. In their incompetence, they refunded the nominal cost for the decal, but not the lamp. Please help! This is egregious!

Desired Settlement: Return my money! Frankly, I am owed much more for the exorbitant amount of time I have spent trying to resolve such a simple matter!

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to a return that was made for a refund with no immediate resolution. Upon further review we were able to confirm that the merchandise was received back however, the account balance was cleared in error instead of being refunded back to the original order.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund for the cost of the item has been processed back to the original method of payment that was used at checkout. For the inconvenience of having to make unnecessary contacts to inquire about the status of the refund, we have added $30 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

A refund for the cost of the merchandise that was returned was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

 

Sincerely,

 

Senior Customer Experience Advisor

Consumer Response:

 

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,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/29/2014 Delivery Issues
1/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I didn't receive one of the two items I ordered on 12/5. I called to get a status update about 2 weeks after I received my partial shipment, but couldn't actually get to a CSR. I sent an e-mail only to get an auto reply about heavy holiday volume. I waited 2 more days for an update before sending an e-mail to request a refund. I got only a partial refund for the cost of the missing item. I was told it was because I used the shipping label to return the item I never received and they deduct for that service. I never got the item (Tampa Bay jersey)--how could I return it?I never returned the one item I did receive (the Blackhawks jersey). It's not a lot of money to refund at this point--but the lack of effort and customer service is maddening.Here's my online receipt Order DetailsReebok Tampa Bay Lightning Custom Premier Home Jersey [ 26 ~ ST LOUIS ~ C ] Product ID: 1546429Size: S Quantity: 1This item will ship within 3 business days.Price: $184.95Reebok Patrick Kane Chicago Blackhawks Youth Premier Jersey - RedProduct ID: 1396059Size: L/XL Quantity: 1Price: $99.95Sub Total before discount$284.90Discount Total-$15.00Sub Total$269.90Delivery Total$0.00Order Total$269.90

Desired Settlement: I would like a total refund for the one item I never received.It was 184.95 and I was told I would only receive 175.21.Thanks!

Business Response:

Hello ******** ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that a partial shipment was received and at that time a request to cancel the remaining item was submitted. According, to our system we show that a refund was processed but for some unknown reason a small portion was missing from the total cost of the item that was credited back.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have attempted to process a refund for the remaining amount but unfortunately the transaction is being declined due to a dispute that has been filed with ******. We have reached out to the customer and advised of the situation and explained that until the dispute is resolved, ****** will not allow funds to be transferred back to the account. We provided the resolution by e-mail.

A full refund for the item that was canceled was the desired settlement but unfortunately, we are unable to complete this request until the dispute has been resolved with ******. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

Sincerely,

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

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

Business Response:

Hello ******** ****** and BBB of North Florida,

Upon receiving this complaint, we reviewed the response that was provided in regards to the initial resolution and the consumer states that ****** is waiting for additional information in order to resolve the dispute in their system. Upon further review, we have been advised by the customer that the dispute has been resolved in her favor and the credit has been processed.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have also, confirmed with our Refund Department that the credit has been processed back to the method of payment that was used at checkout.

A refund for the remaining credit that was owed was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

 

Sincerely,

 

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

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

Consumer Response:

 

 Complaint: *******

I am rejecting this response because: As of 1-27-14 ******** had not completely refunded the amount charged to me on December 3, 2013.  They charged me 184.95 and only refunded 175.21.  ****** covered the loss because ****** protects their patrons against vendors with poor/fraudulent business practices.  For ******** to claim they successfully resolved the matter simply because ****** found them to be at fault and covered the loss is sad but, to date, typical.  At this point, any further action to be taken against ******** is the perogative of *** ***. 

Regards,

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

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

1/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had originally placed an order for a specific grey and red Kansas Jayhawks shirt. When I received the order, I had received a grey and blue Kansas Jayhawks shirt. I contacted Fanatics, Inc. and they said that they would send a grey and red and that they would double check the shipment this time. When I received the replacement shipment, I had received once again the same grey and blue Kasas Jayhawks instead of the promised grey and red shirt. Once again I contacted Fanatics, Inc. on 12/12/13, the automated email said that they would be in touch with me within the next couple days. I received no response. I again on 12/22/13 contacted their customer service and received the automated email saying that they would be in touch with me within the next couple of days. Two days later I finally got a response from a representative saying that they submitted my request to the warehouse to check the remaining inventory on that shirt and once they had received that information that they would contact me within 1-5 business days. It is now 1/8/14, almost a month from the initial promise of the correct order. That was supposed to be a Christmas gift and that was clearly ruined.

Desired Settlement: I want a replacement or refund for the original shirt that I purchased.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to receiving the incorrect merchandise on multiple occasions. After further research with the warehouse, we were able to confirm that the incorrect merchandise was located in the bin and the item that was originally being requested is out of stock and has now been discontinued.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have forwarded the information to the appropriate department and have confirmed that the website has been updated to reflect the correct product information. We have also, confirmed that a full refund has now been processed back to the original method of payment that was used at checkout. Also for the inconvenience, we have added $20 Fan Cash (merchandise credit) to the account to be applied towards a future purchase. We have provided the resolution by e-mail.

A refund for the item that was received incorrectly was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

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

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was changed $85.36 on 12/17/2013 for a Christmas gift I purchased. Before buying, I reviewed the exchange policy. I knew the hooded jacket I was purchasing was the perfect gift, but was unsure if it was the correct size. They allowed exchanges, so I made the purchase. The jacket received was too big, so I sent it back for a smaller size. Instead of an exchange, I was granted a refund on 1/4/2014 of only $74.46. When I inquired with the company about why I didn't get an exchange, they stated they changed their policy (right after Christmas when they know they'll be getting lots of exchanges!!!) and no longer grant an exchange. The item is now $20 more expensive and I refuse to pay that much more for it. I requested a FULL REFUND and the sassy person answering my e-mail simply sent me a copy of my existing receipt. I would like the remaining $10.90 refunded.

Desired Settlement: Please refund the remaining $10.90 of my purchase.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us to check on the status of a return for an exchange. Upon further review, we were able to confirm that the website was updated prior to the order being placed to reflect the new return policy and the return form that was included with the merchandise also included this information.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have provided the customer with a timeline and additional information for the new return policy. We have also, confirmed that a refund has been processed for the requested amount back to the original method of payment that was used at checkout. We have provided the resolution by e-mail.

A refund for $10.90 was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed an order for a hoody on November 3, 2013, they sent the wrong one. I turned it around within a week and sent it back and asked for a refund, I'm still waiting for the refund...It's January 9, 2014. Can they get anything right? I spoke to ********, ******* and ******* for an hour which none of them had any clue. There is a glitch in the computer system which caused the non returned credit to my visa I will NOT order anything again from this scam of a company

Desired Settlement: I would like a credit to my visa for $64.14

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of a return due to receiving the incorrect merchandise with no immediate resolution. Upon further review, we were able to confirm that the proper procedures were not followed and the incorrect information was provided causing the resolution to be further delayed.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and we have confirmed that a full refund has been processed back to the method of payment that was used at checkout. We have also confirmed with the warehouse that the correct item is in inventory and we have processed a replacement order with expedited shipping at no cost to the customer. We have provided the resolution by phone and e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 2 2013 I placed an order online with Fanatics.com for a Dallas Stars Hockey Jersey. My order w-********* was for $170.19. On December 6th 2013 I was emailed that my order was delayed due to overwhelming orders placed before the holidays and they were working to complete it with in 48 hours. I did not receive any updates via email or phone call after 48 hours so I continued to wait until December 15 2013. I called customer support and asked about my order (call conformation #******). I was told the order had not been fulfilled yet and he placed a request to the warehouse for further information. He told me I would receive a call from a manager within the next two days with the status of my order and gave me a $10 credit for a future purchase.I received no call or email regarding my order so I called two times on December 17th 2013 but was unable to get through (waited over 15 minutes on each call). I placed an email through the fanatics website for customer service inquiring the status of my order. I got an automated email stating that due to the holidays my order would likely be delayed but nothing specific to my order. I sent another email on December 18th because again I could not get through to anyone at customer service. I got the same automated response. I searched the website and found another customer service number and was able to actually speak to someone. I have the call ticket numbers for these calls and can provide those numbers if needed (numbers are at work). I was promised on both calls (called the following day as well) that my order was guaranteed to be shipped December 23 2013 by overnight shipping at their expense. On December 23 I received the email that my order can not be fulfilled and they would be refunding my money within 2-10 business days. It is Jan 9th 2014 and I have not received my refund. I have sent emails during and after the 10 business days and now I have been told they are looking into it and will let me know in 3-5 business days.

Desired Settlement: I want my refund so I can get my girlfriend the one thing she asked for Christmas. They can refund my money back to my ****** account which is how I placed the order back on December 2 2013. Email inquiry's:Inquiry: ************* Dec 17th 2013Inquiry: 1************ Dec 18th 2013Inquiry: 13**********9 Dec 23rd 2013Inquiry: 13********199 Jan 7th 2014Inquiry: 1************ Jan 9th 2014

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of his order no immediate resolution. Upon further review, we were able to confirm that order was canceled and refunded due to the item being out of stock at the time the warehouse was preparing the order for shipment. Based on the information that has been provided we were able to confirm that the refund did not successfully process forcing additional contacts to be made.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and have confirmed that a full refund has now been processed back to the original method of payment that was used at checkout. We have provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered and paid for the product with a clear understanding that the product would ship no later than January 2, 2014 as written in the sales agreement. I paid for 2nd day shipping (working dsys). I followed up the order 2 days later to check on shipping and was told by customer service that the product was shipping "this evening" and because of the slight delay they would "over-night" the product. It did not arrive. I then called customer service and got the "run around" about the orders' status. Without asking I was "credited" $10 "fan bucks" and was informed that " I should hear " about the order status in 3-5 days. Without asking for, nor willing to have an account established an account was in fact opened on my "behalf."I followed up with customer service again and was granted a rebate for my shipping cost(s) and asked if I wished to have the order canceled. I said no. I was then told that I would be placed "at the top of the list" regarding their shipping schedule. Today is January 10th, my team is playing in the most important game in the franchise history and I'm upset. Here's the thing, I'm in sales, and I don't sell what I don't have. Tends to upset my customers. I'd suggest to this "vendor" to consider conducting themselves the same way.

Desired Settlement: Get me the product, close the unwanted account, and lose my contact information. I won't be back.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of his order with no immediate resolution. Upon further review, we were able to confirm that the special event merchandise that was purchased was further delayed by the manufacturer.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the order has been shipped and received. We have also confirmed that a refund has been processed for the original shipping cost in addition, to a refund for the $10 credit that was applied to the account back to the method of payment that was used at checkout. We have provided the resolution by phone and e-mail.

A request for the merchandise to be shipped was part of the desired settlement and we have honored that request. Unfortunately, we are unable to remove an account from our system therefore, we are unable to honor this portion of the desired settlement. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2014 Delivery Issues
1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 10 October 20113, I placed Order Number 25661093 for '47 Brand St. Louis Cardinals Navy Blue-Red Cooperstown Brooksby Fitted Hat, Product ID: 714752, Size: XL Quantity: 1 as part of a larger order. When I received the hat, it was the wrong size. Following "fanatics" instructions, I mailed the hat back to "Fanatics" in order to exchange the hat for a size L. Subsequently, I have received no hat nor correspondence from "Fanatics." On 6 Jan 2014, I contacted "Fanatics" via telephone to discuss the matter. First, the operator denied my order number, then located the order via my email address. The operator informed me that a replacement hat was sent by *****, after explaining that no hat was shipped, the operator then changed her story and claimed that I was the proud owner of store credit. I find it rather curious that "Fanatics" appears averse to communicating with their customers. In good faith, I presented full payment, but have nothing to show for it.

Desired Settlement: I desire a full refund for the hat and have absolutely no desire for "Fanatics" phantom credit. How can I utilize a credit from a company that refuses to communicate or service their customers. Thank you for any assistance you can provide in this matter.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us to check on the status of his return for an exchange due to receiving the incorrect size. Upon further review, we were able to confirm that the incorrect information was provided at the time the contact was made and the replacement order was never processed.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution.
We have confirmed that a refund has been processed back to the method of payment that was used at checkout for the cost of the item that was returned. We have also, added $20 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We have provided the resolution by e-mail.

A refund for the cost of the item that was returned was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered product from the Football Fanatics website on December 15. Didn't receive a ship notification for the items until a week later (December 23). Tried using the shipping # to track order - shipping # returned as invalid. Have contacted them three times asking what is going on, have yet to receive anything other than a bot response from the website. My credit card was charged the day I placed my order - but I've received nothing.I ordered numerous items from other US-based websites and received all those items promptly, and received accurate tracking information as well as prompt responses to any inquiries.Based on my reading online, it seems this company has quite a history of of non-delivery/non-communication.

Desired Settlement: If my items have not been shipped, I expect an immediate refund.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Unfortunately, due to the overwhelming response that we received from our various sales this holiday season we were experiencing slight shipping delays, extended hold times and delays in responding to e-mail inquiries.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the merchandise has been shipped and delivered. For the inconvenience of the shipping delay, we have confirmed that a refund has been processed for the original shipping cost back to the method of payment that was used at checkout. We have provided the resolution by e-mail.

A request for the merchandise to be shipped was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 12/2: Placed order12/3: Card was charged12/13: Website cannot locate my order12/13: Emailed customer service. They say to use the website. I write back that the website cannot locate my order12/26: Emailed again12/26: Response received! Due to a technical glitch, the order was not processed and the card was not charged.12/26: Sent picture of card statement to the company showing the charge and asked that the order be expedited.12/26: Response: A promise to get back to me in 3-5 business days.1/3: Emailed customer service as this was the 5th business day and asked status.1/3: Response: We are still processing your request1/6: My response: What request? Shipping the order?1/6: Response: We are still processing the refund for this order1/7: My Response: I don't want a refund. I want the order that was placed on December 2nd that I have already paid for.1/8: Response: We do apologize for this inconvenience, we will get you your merchandise, you should be contacted by someone from us within the next 3-5 business days regarding this issue.1/8: My response: I was told the same thing on 12/261/8: Filed a complaint on the company website1/8: Response to complaint: We show that your order was never paid. You will be contacted within 3-5 business days1/8: Filed dispute with credit card company and filed complaint with BBB

Desired Settlement: I give up trying to get the merchandise. I would like a refund to my credit card. I have already filed a dispute. The company should also be punished for ruining a Christmas present to a loved one, just shameful and ridiculous.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that due to a system connection error, the order did not process and payment was not received or captured however, the customer has advised us on several occasions that the credit card was indeed charged.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a full refund has been processed back to the method of payment that was used at checkout. We have processed a replacement order at no cost with expedited shipping to ensure that the items are received in a timely manner. Also, for the inconvenience of having to make multiple contacts to resolve the situation, we have added $50 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We have provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made an order on Dec. 15, which was guaranteed delivery by Christmas. I did not receive my order by Christmas, but this was the least of my worries. I was given a tracking number and package number for *****, but when I tried to track the location of my package on *****'s website, they told me "No record of this tracking number can be found." I contacted Fanatics customer service Dec. 29 and still have not heard anything by today (Jan 3). I've no idea if and when my package will arrive. I read multiple ****** reviews, and there are many other customers who have had similar experiences with this website. I am very displeased that this company has an A+ rating from the BBB. This is definitely not representative of the service this company offers its customers.

Desired Settlement: I only want a refund if it is for the full price paid to the company because I used a ******* discount at checkout. I paid money to *******, then used the discount to pay for my order except for the shipping. My order number for the website is w-1*********. The full price of my order was $33.89.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to not receiving their package within the timeframe that was expected prior to the holiday with no immediate resolution. Upon further review, we were able to confirm that the order was unable to be tracked therefore, we have deemed the package as lost in transit since it’s past the timeframe for the package to have been delivered.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have processed a replacement order with expedited shipping at no cost to customer and have confirmed that a full refund has been processed back to the original method of payment that was used at checkout
. We have also, added the cost of the ******* that was applied to the original purchase in Fan Cash so that the credit can be applied towards a future purchase. We have provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PLACED AN ORDER WITH THIS COMPANY ON DECEMBER 15,2013 I WAS GUARENTEED DELIVERY BY DECEMBER 24,2013 IT IS NOW DECEMBER 26 AND I STILL HAVE NO SHIPMENT. I HAVE SPOKEN TO THIS COMPANY ON NUMEROUS OCCASIONS WITH NO RESULTS. THEY TOOK 10% OFF OF MY ORDER THAT HELPS ME IN NO WAY. I HAVE BEEN PATIENT WITH THIS COMPANY, BUT WHEN I HAVE ASKED TO SPEAK TO A SUPERVISIOR I HAVE BEEN GIVEN THE RUN A ROUND. I THINK I SHOULD HAVE MY ACCOUNT CREDITED FOR AT LEAST HALF OF THIS ORDER. I HAVE SPENT HUNDREDS OF DOLLARS THERE IN THE PAST RECOMMENDED THEM TO MY FRIENDS. THEY GUARENTEE COMPLETE SATISFACTION BUT I HAVE NOT BEEN SATISFIED AT ALL WITH THEIR CUSTOMER SERVICE. I HOPE YOU CAN BE OF SOME HELP

Desired Settlement: I THINK I SHOULD RECEIVE SOME KIND OF COMPENSATION FOR THIS.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us to check on the status of the order prior to the holiday season due to not receiving the package within the timeframe that was expected. Upon further review, we were able to confirm that ground service is the default shipping method for the site that was used to place the order and we were able to ship the merchandise within the 1 Business Day timeframe that is provided on the website. 


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies that the items were not received in time for the holidays. For the inconvenience we have applied an additional 40% discount towards the overall cost of the order and have confirmed that a refund has been processed back to the method of payment that was used at checkout. We provided the resolution by e-mail.

A refund for half of the cost of the order was the desired settlement and we have honored that request by processing a refund for 40% off of the order in addition to the 10% that was previously credited. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ************.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First of all, this company is a joke. We ordered our son a Walter Payton Youth XL jersey on 12/4/13. Once the order was complete, there was nothing indicated or noted on the site telling us the item was not available. When we didn't get a confirmation email, we emailed the customer service email and the response we got was that our order was being processed and we would get a shipping confirmation email within a few days. When a week went by we emailed for status and were told by "****" that the item was on back order but should ship shortly. After another week, we emailed for status and were told it was now not available and to provide a replacement which we responded with a size L if that was available and could be shipped in time for Christmas - this was one of my son's most wanted gifts!!!! The response we got was "Hi,Ok,we can make it for you. Thank you." I responded asking what that meant and we also called and left a message, but never heard back from "****". So a day before Christmas I sent an email saying to just stick with the original XL order and send ASAP, but never got a response. Then two days later we get an email saying "Since you never gave us a replacement, watch for your refund within 2-4 WEEKS!!!!! 2-4 weeks??? Are you kidding??? Absolutely unacceptable. This experience has been horrible and the communication is a joke. Needless to say, my son did not get his most wanted gift for Christmas.

Desired Settlement: A dark blue, Walter Payton XL youth jersey (the original order requested) with 50% off, and the other 50% refunded!!

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer is inquiring about an order that was placed on December 4, 2013 with no immediate resolution. Upon further review, we were unable to locate an order that was placed on the date provided using the customer’s information that was provided in the complaint or any e-mail inquiries regarding the situation. 


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have attempted to contact the customer by phone and e-mail and have requested additional information so that we can further research the request. We have also made the suggestion to verify on the credit card statement that the payment was authorized and to ensure the correct company is being contacted. We have yet to receive a response at this time.

A request for the item and a 50% refund was the desired settlement but unfortunately, we are unable to honor this request at this time since we are unable to locate any information regarding the purchase. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Christmas present and when the package arrived, part of the order was missing. Called three times a week before Christmas with no luck after waiting 20 min for someone to answer. Also posted on ** on the 22nd and was told someone would be in touch. I have still not been able to get in touch with anyone and had to purchase another gift despite being charged for the missing item.

Desired Settlement: I would like a refund for the missing item from my order and for the shipping costs I paid to have the order shipped to me.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us through social media in regards to an item that was missing from the package. 


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. For the inconvenience, we have applied a 20% discount towards the overall purchase and have processed a refund for the missing item back to the method of payment that was used at checkout
. We have also, added $10 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We have provided the resolution by e-mail.

A refund for the missing item was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered Michigan State University merchandise On Dec. 12. Due to the fact that one item was a Rose Bowl T-shirt, the receipt stated in writing that the order would be held & shipped NO LATER than Dec. 16.I had to call customer service on Dec. 20 because the order had still not been shipped. At that time I was told I would receive it by Christmas. 2 of the 3 items were delivered on Dec. 24, but NOT the Rose Bowl T-Shirt; that item is not scheduled to be delivered until Dec. 31.(every time I check the tracking info on this last item, delivery is delayed even more)

Desired Settlement: I need this T-Shirt for my young cousin BEFORE the Rose Bowl, it is an already late Christmas present. And due to the fact that they did not ship or deliver as promised, I expect a refund!

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that the order was shipped from two separate warehouses however, due to a system issue the expedited shipping method only updated on one of the packages instead of both.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed back to the original method of payment that was used at checkout for the item that was received late. We have also, added $10 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

A refund for the cost of the merchandise that was received late was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 19Dec2013 I placed an order for a Bart Starr jersey. The website clearly stated in red that if I ordered then, I would receive the jersey by 20Dec2013. I specifically ensured that it did not say "will ship by 20Dec2013" to ensure it would arrive by my needed time. The order was placed, and I did not receive a confirmation email. I assumed there was a holiday delay. I called on 22Dec2013 to verify my order, and receive the shipping information. It was at this time that I was told that the item was not shipped until 21Dec2013 and would not arrive until 24Dec2013 which was in accordance with overnight shipping.She advised me that she would refund the overnight charge even though the package was scheduled to be here by the promised date (20Dec was the promised date). I told her that even considering business days, 21Dec-24Dec was not overnight but thanked her nonetheless. It is 27Dec and my package is still sitting states away where it has been since Saturday. I called and spoke with another representative who told me that he would email FedEx but that it was best I contact them myself regarding the shipping because he was showing that the order was scheduled to deliver by 24Dec. While I understand that it is easier FOR nflshop.com, I am frustrated that the item was not shipped via overnight as promised. The item did not ship until one day after it was to be delivered under the presumption that I needed it by Christmas which was inaccurate. I was offered 10% off of my next order, but that is insufficient considering I do not have even an estimated delivery date for my current package. nflshop.com dropped the ball when they did not ship the item by the expected date and by overnight method which likely lengthened the delays. I do not think 10% off of my next purchase is sufficient considering the faith I put in the company. I am thoroughly disappointed with the lack of responsibility on their part.

Desired Settlement: I would like a reasonable discount offered, or the item to be shipped overnight, or some reasonable offer for the inconvenience.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that the package was held by FedEx for several days before tracking was updated stating that the package was “Destroyed at customer’s request”, which was incorrect information.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a replacement order has been shipped and received. We have also, confirmed that three separate refunds have been processed for the shipping cost, a 10% discount off of the merchandise in addition, to a refund for the $20 Promo Credit that was added to the account for the inconvenience of the delay. We provided the resolution by e-mail.

A replacement order shipped Overnight in addition to a discount off of the merchandise was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have ordered several products from the provider and to date have not received my products.2 day delivery was guaranteed and 25 days later I am still waiting on my product. When I attempt to call the provider I am told that the order has been shipped but they are having issues with the shipper however my credit card has been charged. When I request that they cancel the orders they refuse and say that they cannot cancel the orders until I recieve the packages. I have been going in circles for these people for weeks. These products were meant to be Christmas presents but with Christmas having now passed they are totally useless to be. Everytime I attempt to resolve this issue or gain some sort of status regarding my order I am given no help and told that it isn't there fault. Dealing with this company has made my holidays a total disaster

Desired Settlement: I want a refund for the products that were never received and an explanation of why it is taking so long

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to issues with receiving his merchandise. Upon further review, we were able to confirm that several replacement orders have been processed due to packages being lost in transit, delivered but never received and returned due to an invalid shipping address.  


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that one of the replacement orders has been delivered and the second replacement package is currently in transit to the shipping address that was provided at the time the order was originally placed. We provided the resolution by e-mail.

A refund for the merchandise was the desired settlement but unfortunately, we are unable to honor this request since a partial delivery has been made and the second replacement order is currently in transit. We have also provided the customer with a detailed explanation for the processing and handling of the orders that were placed. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

Consumer Response:

I am rejecting this response because:

As a package was constantly in transit, I was not allowed to cancel the order. If I would have known that the order placed on dec. 1 2013 would arrive after christmas I would never have ordered it. The order was meant to be a christmas present and has no value after christmas. Further, the address reported by the vendor as an incorrect address is false. The address is correct. In fact, a separate order made to the same vendor was delivered without any issues. The vendor has done nothing but provide excuses and has refused to take accountability for poor service. I feel that as they were unable to deliver my order in a timely manner I should not be penalized and forced to keep the order that, at this point, has no value to me.

Regards,

 

Business Response:

Upon receiving this complaint, we reviewed the response that was provided in regards to the initial resolution and the consumer is requesting to return the merchandise since we were unable to deliver the items in time for the holiday. Upon further review, were able to confirm that the courier updated the tracking information stating that the address was incorrect and the package was being returned to sender however, the customer confirmed that the address was indeed correct. Unfortunately, based on the method that package was shipped we were unable to cancel or make modifications to the shipping address while it was in transit.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and have processed a full refund back to the original method of payment that was used at checkout. We have advised the customer that the merchandise is not required to be returned however, should they decide to return the items we have confirmed that the Merchandise Return Label fee has been waived and the customer will not be charged for the return. We have also, added $50 Promo Credit to the account to be used towards a future purchase. We provided the resolution by e-mail.

We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on December 11 and received an e-mail saying my order would be SHIPPED no later than December 16, and that I would receive an e-mail with a tracking number. I waited until 12/20 before trying to contact Fanatics(it's Christmas time-I get that it's busy) but I wasn't able to get through to a human until the 21st. I was told my item had just shipped out that day, and that because of an error on their part that it was being overnighted. I questioned the rep about the lack of an email-she didn't know why I hadn't gotten one but she gave me the tracking number. I called back on the 23rd after seeing my package was still at the *** ** location, and was told-by Fanatics, not *** **-they were having problems with their site but I'd still get my order by Christmas. On the 24th it still showed my package at *** ** so I called again. I was then told my order had not been expedited or sent overnight, but had been processed the slowest way possible. So the first two people out right lied. I still have not received my order OR an email or any other type of communication from Fanatics. Does the company train their customer service reps to lie? I should have received an email on Dec 17 saying my order was delayed and then it would've been MY choice on what to do. When I questioned the 4th person (I called again today the 27th) I was told the company wasn't prepared for Christmas and emails were back logged. Having two different reps out right lie is just unacceptable. Don't tell me what you think I want to hear-tell me the truth. This is the first time I've sent a complaint to the BBB.

Desired Settlement: I'd like to know why I was never contacted (by email, phone, postcard-whatever!) about the delay, why the employees lied to me (is that a company policy? say what they want to hear to get them off the phone?) and am I ever going to actually receive my order?

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we were able to confirm that the shipping method was upgraded to an expedited method but unfortunately, due to a system issue the upgrade did not properly update in the warehouse prior to the merchandise being shipped .


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a full refund has been processed back to the method of payment that was used checkout and the merchandise has been shipped and received. We provided the resolution by e-mail.

A explanation for why the customer was not contacted and advised of the shipping delay was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered merchandise that was never shipped, I was not credited the full amount and have been unable to speak with a supervisor when trying to work with the company. Not only have they charged me for merchandise they had no intention of shipping, my original order was placed on 12/2 the same day the billed me for the merchandise. I followed up the week of 12/12 and again on 12/21 only to find out the merchandise was not shipped and would not be but my account status on line shows the merchandise was shipped. I now do not have the gifts I need 3 days prior to Christmas and have been charged for product that was never shipped.

Desired Settlement: See Complaint

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the order with no immediate resolution. Upon further review, we show that special event merchandise was purchased and at the time the order was placed we were still waiting on these items to be manufactured and received. Unfortunately, the entire order was canceled and refunded due to the items being out of stock at the time the warehouse was preparing the order for shipment.
We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a full refund has been processed for the orignal order that was placed in addition, to refunding the shipping cost on the new order that was processed. We provided the resolution by e-mail.
We attempted to ship the new order in time for the holiday but unfortunately, we were unable to therefore, we refunded the shipping cost as a courtesy and for the inconvenience. We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.
Sincerely,
 
Senior Customer Experience Advisor

Consumer Response:

Please note that this claim was not resolved satisfactorily by the company.  It was only resolved when I disputed the charge with ******** *******.  The website did refund money for the products they did not ship however they did not refund the money in full and in fact shorted me as I was charged $99 originally and only credited back $74 and some change.  Yet the company thinks it was ok to provide me "Fan cash" to use on their site for future purchases.  This was not an acceptable dispute resolution and all though I requested to speak with a supervisor and was told one would call me back, no one ever did.

Business Response:

Upon receiving this complaint, we reviewed the response that was provided in regards to the initial resolution and the consumer states that the order has not been credited in full. Upon further review, we have been able to confirm through the Refund Department that one of the credits did not successfully process in our system.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed back to the method of payment that was used at checkout for the remaining credit that was owed after the initial refund was issued. We attempted to contact the customer by phone as requested however, they were unavailable at the time and a voice message was left providing the details of the additional refund. We provided the resolution by e-mail.

A refund for the remaining credit that was owed was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 11, 2013 I ordered 2 items from Fanatics - a GA Bulldog Camo Hoodie and a OU/Alabama Sugar Bowl T-shirt. Both items were billed to my credit card. I selected the free 2 day shipping. I didn't receive items within a week and had received no emails from company so I logged in to their website to track my order. The order simply said "new". I attempted to call Customer Service and was placed on hold for over 1 hour on 2 separate occasions. On December 20, I received an email stating that my items were shipped. On the evening of December 24, I received the GA Bulldog Hoodie but no Sugar Bowl Shirt. My credit card was also charged twice - on 12/11/13 for 73.95 which was the total for both items. Then on 12/19/13 I was charged 19.16.I attempted to contact the company 2 more times via phone but was on hold for over an hour and could not stay on hold any longer. I contacted the company via their website "contact us" form and received the standard "thank you for your comments, we'll get back with you later" email.Both items were Christmas gifts - one was late due to not receiving it until Christmas Eve and the other was never received.

Desired Settlement: I would like my credit card refunded for $93.11 and an apology for messing up the Christmas gifts for my kids.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to an item that was missing from the package with no immediate resolution. Upon further review, we were able to confirm that the special event merchandise that was considered missing was found to be out of stock at the time the warehouse was preparing the order for shipment. This item was canceled and refunded on December 18, 2013 and a system generated e-mail was sent advising of the situation.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We extended our sincerest apologies and have confirmed that the credit card on file has only been charged once for $73.95 and two refunds for $19.16 and $54.79 which equals the original amount that was charged when the order was placed. We provided the resolution by e-mail.

An apology and a refund was the desired settlement and we have honored that request for the remaining amount that was left after the first initial refund was processed for the out of stock item. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have spent at least 8 hours on the phone with this company they told me I would be getting refund. I spoke with a supervisor today (12/29) Jackie, she told me that everyone I spoke with just told me what I wanted to hear because they didn't want to tell me they have not received the item. I have been told by other reps they did receive it back on 12/16. I am sick of dealing with them. They also had my number wrong but I did make sure with everyone I spoke with had the right phone number and now this manager is telling me the phone number is wrong.

Desired Settlement: $114.71 and an apology

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to not receiving his merchandise. Upon further review, we were able to confirm that a replacement order was processed and received however, the item was returned for a refund with no immediate resolution. 


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and have confirmed that a full refund has been processed back to the method of payment that was used at checkout. We have also, added $20 Fan Cash (merchandise credit) to the account to be used towards a future purchase. We provided the resolution by e-mail.

An apology and a full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a jersey that the website guaranteed to be delivered by Christmas. Today is January 5th and I still have not received anything. I am embarrassed that my family member still has no gift from me. The company refuses to cancel, refund, or compensate me in any way.

Desired Settlement: I want my huge next day shipping fee a paid refunded. As well as, the jersey comped off for the inconvenience.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us in regards to not receiving their package within the timeframe that was expected. Upon further review, we were able to confirm that the item requested was scheduled to ship with 3 Business Days from the date the order was placed and would not have been received in time for the holiday.


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. For the inconvenience of the delay, we have applied a 20% discount towards the purchase and have processed a refund for the discounted amount in addition, to a refund for the original shipping cost back to the method of payment that was used at checkout
. We have confirmed that the package has been shipped and received. We have provided the resolution by e-mail.

A discount off of the purchase in addition, to a refund for the shipping cost was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered from website a MSU Orange Bowl sweatshirt Tall. The website said all orders would ship by 12/16/13. I called on 12/19 and was informed the order had not shipped, had no plans for shipping and may never ship. I believe the company never had the product to sell and was advertising a product they could not deliver.I cancelled that order. I ordered a different sweatshirt on 12/18/13. I paid extra for one day ***** overnight delivery. I did not receive the item the next day 12/19/13 and found out the item was not even shipped the next day. I am now being told the item will arrive 12/23/13. That will be 3 business days after the day I placed my order. The company is misleading customers to believe that when they pay extra for 1 day overnight delivery that they will get the product in 1 day. To Fanatics it seems to mean that 1 day after Fanatics delivers it to ***** you will get it but Fanatics may not ship it for 2 days or 3 days or a month.False misleading advertising.

Desired Settlement: Change the language on their website.Don't lie to customers.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us to check on the status of the order. Upon further review, we show that special event merchandise was purchased and was scheduled to to ship on or before December 16, 2013. Unfortunately, due to the overwhelming response to our most recent sales we experienced extended hold times when contacting customer service and a slight shipping delay in the warehouse.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Since the original order was canceled and refunded as a courtesy, and for the inconvenience of the delayed order, we have processed a refund for the shipping cost that was applied to the customer's most recent purchase. We provided the resolution by e-mail.

We appreciate your feedback and we will escalate this information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience
. We feel that the issue has been fully resolved at this time.

I
f we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,


Senior Customer Experience Advisor

Consumer Response:

I am rejecting this response because:

The original item I purchased I paid $65.80  upon cancelling that order they refunded me $65.33.  I was shorted $.47

I am also concerned that they advertise next day delivery when in truth it can be several days after placing the order before it is shipped.

Misleading the customer on their website.


Regards,

****** *****

Business Response:

Hello ****** ***** and BBB of North Florida,
Upon receiving this complaint, we reviewed the response to the initial resolution and we have confirmed that a small portion that was paid was not included in the original refunded amount.
We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed for the remaining amount that was not included with the original refund. We have also, provided the customer with a better explanation regarding why orders were further delayed this holiday season. We provided the resolution by e-mail.
A refund for the remaning amount owed was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.
Sincerely,
 
Senior Customer Experience Advisor

Consumer Response:

They are not getting what the problem is.

1. They advertise a product on their website and state if ordered it will ship by a certain date. When they have no such product in their inventory and only a hope that they can get it made to ship by that date.

2. They advertise that if you pay extra you can get 1 day shipping. This is a totally misleading statement. They will use 1 day shipping but when they will process and prepare the order for shipping may be 1-3 days. So the order that you think you will get in 1 day you will actually get in 2-5 days.

I want them to change the language on their website and stop misleading consumers.

 


Regards,

****** *****

Business Response:

Upon receiving this complaint, we reviewed the response that was provided in regards to the initial resolution and the consumer is inquiring about special event merchandise and the shipping timeframes that are posted on the website.

We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have provided the customer with additional information with how orders for special event merchandise are processed. We have also confirmed that the warehouse has resumed normal shipping turnaround timeframes now that the holiday season has passed. We provided the resolution by e-mail.

We appreciate the feedback and will escalate the information to the appropriate department for further review as we are always looking for ways to improve the overall online shopping experience for our customers. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered items on Dec 22nd with guaranteed delivery by Dec 25th. 2 of the 3 items arrived and no information was ever provided regarding the 3rd item.I followed up on the 3rd item and the response I received is "The item number will ship after 3 business days of the initial purchase due to being created after the purchase. Once your order has ships, you will receive a confirmation email." I have been given no information as to who or what created information after the purchase.I have attempted to call the company and the phone rings and then disconnects.

Desired Settlement: I understand delays in shipping but my order has not even been processed a week later. I would have purchase the item from an alternative site and I believe a refund is justified because the item has not even been attempted to be processed or delivered.

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions to check on the status of the merchandise that was still waiting to be shipped with no immediate resolution. Upon further review, we were able to confirm that the item was further delayed due to the components that were needed to customize the item being on backorder. 


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a refund has been processed for the cost of the item that was requested to be canceled since we were unable to deliver the merchandise in time for the holidays. We provided the resolution by e-mail.

A refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/3/13 I placed a order with this outfitI ordered two NHL Jerseys. They shipped and when received on 12/9/13 they sent one incorrectlyI called them on 12/10 and they told me to return the wrong one and they would send the correct one right away. Since then I have not been able to get in touch with them. I called 11 times and either the phone just rings or it answers and when I make a selection of the options it rings again and then in less than a minute it hangs upOther times I was put on hold for 30 minutes or more. I sent a e-mail on 12/24 as I realized I was not going to receive the gift for my son in time and got a form letter reply.Now I send e-mails and NOTHING, I call and get disconnectedAll I want now is my money back. My order # was w-1********* want a full refund of $288.91 and will return the other jersey once we can sort out an agreement. I will not return the one jersey and get screwed 100%Please help

Desired Settlement: 100% credit and i will then return the one jersey

Business Response:

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to receiving the wrong item with no immediate resolution. Upon further review, we were able to confirm that the incorrect procedures were followed and the replacement order was never processed. 


We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have extended our sincerest apologies and have confirmed that the order has been refunded in full back to the method of payment that was used at checkout. We have also, advised the customer that the item that was received correctly is not required to be returned. We provided the resolution by e-mail.

A full refund was the desired settlement and we have honored that request. We feel that the issue has been fully resolved at this time.

If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.

Sincerely,

 

Senior Customer Experience Advisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 18,2013 I placed a order for a Baltimore Ravens Jersey through the Ravens website. When placing the order the site had advertised that if I ordered by this date and time my order would be received by December 24. I placed the order thinking that I would have it in time for Christmas. After placing the order I received a email confirming the order and say that my order would ship in 3 business days. Needless to say I didn't get my order. I placed a call to customer service of December 27 and was told that the jersey would not ship until January 7,2014. The company offered a $10 off my next order which I told them t