Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed and order with the company on 08DEC24, and I did not receive any tracking information until 27DEC24, six days after I canceled my order. At the current time, the order has still not been delivered but is moving through the *** system. At the time the order was placed, my order should've shipped in time for Christmas, however, after several emails to the company, I had no word about the status of my order. According to customer service, I should've expected my order by Christmas pending no carrier delays, and since I did not receive any tracking information until after Christmas, one can deduce that this issue come down to the order not being fulfilled. I will attach my receipt along with all confirmation emails, customer service emails, and current shipping information on their website.

  Customer Answer

  Date: 01/02/2025

  **** ******* <******************************>
  Attachments
  Mon, Dec 30, 2024, 7:43 PM (3 days ago)
  to disputeresolution
  
  Good day,
  
  Attached are two additional files regarding the claim 22745739.
  The first is a screenshot of my credit card statement, showing that money was paid to the company. I hid unnecessary information for privacy matters
  Second is a reply I received shortly after submitting my claim, I do not know how much help it will be.
  
  Thank you in advance,
  **** *******
  **************

  Business Response

  Date: 01/03/2025

  The customer purchased items with a 2-4 week production timeline as outlined in the product description at the time of purchase. For reference, I have attached visuals showing the product description details. Both items were fulfilled within the expected fulfillment window communicated at the time of purchase.
  Here is a timeline of the customers inquiries and our responses:
  December 20th: The customer first reached out to inquire about the status of his order. He received an automated response detailing our holiday shipping cutoff schedule, information about made-to-order/specialty items, and a reminder to check product descriptions for extended production timelines.
  December 21st: The customer contacted us again about their order status and was provided additional information about our holiday shipping schedule and how some items require extended processing times per the product description.
  December 24th: The customer requested to cancel his order. However, as our office was closed for the holidays from December 24th through December 26th, we did not receive the request until we returned on December 27th. By that time, the items had already shipped and were too far along in the fulfillment process to cancel.
  December 30th: The agent communicated to the customer that the items had shipped and provided tracking information (**************************). Per the tracking, the items are expected to be delivered on January 3rd by 9 PM. That same day, the customer opened another ticket requesting a pre-paid return label. The team was out of office for the holiday from December 31st - January 2nd. Although this order was fulfilled as expected, the agent working the ticket will be providing a pre-paid return label as a courtesy should the customer wish to return the items for a full refund.

  Please let me know if further clarification or assistance is required.

• Initial Complaint

  Date:12/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a men's polo shirt on November 17. I received a confirmation of my order on that date and since then have had no update on the status of my order. I have reached out to them via email at gobuckeyes@lgmretail on Nov 29, Dec 9, and Dec 19. I only got form emails in response with no specific information that my order had been filled or shipped. I called the customer service number ************ which just directed me to send an email. At this point (Christmas Eve) I am very disappointed and angry that this won't be able to be delivered by Christmas, despite my order with six weeks notice.

  Business Response

  Date: 12/26/2024

  Ohio State Buckeyes <*************************************>
  1:05 PM (30 minutes ago)
  to disputeresolution
  
  Dear Better,
  
  
  
  Thank you for reaching out to **** State Team Shop . Your inquiry is important to us, and we are committed to providing you with the best possible assistance. Our dedicated team is currently reviewing your request (Inquiry *******) and gathering the necessary information to promptly resolve your inquiry. 
  
  Rest assured; we will be in touch with a solution within ***** hours.  Should you have any further questions or need more clarification, please reply to this email. 
  
  We appreciate your patience and look forward to ensuring a swift resolution for you.
  
  
  Sincerely,
  
  
  Ohio State Team Shop Support Team
  

  Business Response

  Date: 12/27/2024

  Ohio State Buckeyes <*************************************>
  11:02 AM (1 hour ago)
  to disputeresolution
  
  Hello,
  
  Thank you for contacting us! We understand that the holiday season can be busy, and we're here to make your shopping experience as smooth as possible.  
  
  Below, youll find answers to some of our most common inquiries during this time of year.  
  
  Where is my order? If your order contained multiple items, it may be shipped separately. If its delayed, rest assured we're working to get it to you as quickly as possible! Please keep in mind personalized and specialty items have extended processing times. Please reference the product description for more information surrounding processing times.  
  
  What is the extended holiday return policy? We have an extended returns policy: For purchases made between November 1 - December 23, 2024, you'll have until January 31, 2025 to return your item(s) to us as long as it abides by our Returns Policy (see instructions included inside your package).  
  
  Please note any exclusions, i.e., customized/personalized items are not eligible for a return. If you want to return an item, please, respond to this email for further instructions.  
     
  Is this item coming back in stock? Our website reflects the most current stock information. As our warehouse team continually updates inventory, our Customer Support Team cannot provide specific restocking dates, place items on hold, or process orders over the phone.  
  
  Having trouble with a discount code? If the discount code isnt applying, double-check the code and ensure its within the promotion period. Only one promo code can be used at a time, and discounts cannot be stacked. Reply to this email if the issue persists.  
  
  Need to change or cancel your order? We process orders as quickly as possible to ensure timely delivery, so it may not be possible to change or cancel your order once it's confirmed. If your order has been processed, the team will provide you with information about how to return your order.  
  
  My order is lost, or an item is missing? Typically, packages will appear or be found within 24 hours of the estimated delivery time. If your order contained multiple items, it may be shipped separately. You can keep track of the status of your order using this Order Status Tracking Link: .  
  
  Received the wrong item or it is damaged? Were so sorry for the inconvenience! If you find that the merchandise you've received from us is of unsatisfactory quality or damaged/faulty, where possible we will either send a replacement or process a refund. Please use our online form located on the Contact Us page to provide us with the specific details.  
  
  When will my return and refund process? Once a package has been returned to the warehouse it can take up to 14 business days to process, however during busy periods it can take longer. We apologize in advance for any inconvenience caused if there is a delay. Once your return is processed, please allow 3 to 5 business days for the funds to be processed and credited back to your original method of payment, depending on your financial institution.  
  
  Thank you again for your patience during this extremely busy time.  
  
  *This is an automated message, and this ticket will close. If you need extra assistance, just reply to this email, and well make sure to direct you to an agent.
  
  Sincerely,
  

  Business Response

  Date: 12/27/2024

  This particular item is shipped directly from a third-party vendor, as noted in the product description online. Upon following up with the vendor, they unfortunately had no record of the order. To address this, we asked them to prioritize the order immediately. To compensate for the inconvenience, weve already issued a full refund to the customer for their entire order. Regarding the customers communication, we have automations in place within our department that requests customers to respond to the same email thread for further assistance should it not address their inquiry. However, instead of responding to the ticket, the customer continued to open new tickets, which resulted in her inquiries being auto-resolved, as outlined in the auto-response she received. Please let me know if you need additional clarification or further action on this matter.

  Customer Answer

  Date: 01/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22726964
  
  I am rejecting this response because: 

  I am rejecting this response for two reasons. 

  First, I am at the very end of the 7-day response period dictated by the BBB. I received an email from the vendor indicating I would be shipped the merchandise I ordered but I have not received it within the 7-day period. Once I receive the merchandise, I can accept their response.

  However, the vendor alleges that I opened a new ticket each time I inquired about the status of my order. That is untrue. Please see the attached email chain, not separate emails, with a number of inquiries from me and the form email responses that I continued to receive which ultimately led to this complaint.
  
  Regards,
  
  ******* Day

  Customer Answer

  Date: 01/02/2025

  Today I received the merchandise I ordered. Thank you for helping resolve this matter. I do not want to pursue my complaint any further and would like to have my case closed.

  Business Response

  Date: 01/03/2025

  Upon further review, ***** Tracking #************ confirms that the order was shipped and delivered on June 2nd to the address associated with the order. For your convenience, Ive attached proof of delivery to this email as a reference. Additionally, I wanted to address the communication issue. While the customer was replying within the same chain containing her order confirmation email, her messages were not in direct response to the automated message. As a result, each message was processed as a new ticket, which triggered repeated auto-responses. Ive included visuals from our end to clarify how this occurred. Please also note that the customer has been fully refunded for their order as a gesture of goodwill due to their negative purchasing experience.

• Initial Complaint

  Date:12/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for an Ohio State Jersey 12/10/24. The chart on the site indicated that I would need to add express shipping to the order in order for it to arrive for Xmas. I did this and completed the order. I received an order confirmation along with an order number. I have attempted to check on order, the company has a recording playing a voicemail that indicates they are not taking phone calls and to submit an email. I have submitted two emails asking for order status. I get a generic email back saying that are unable to check order status. At this point a have no items, and out $150 dollars, and no way to contact the company. Horrible business I would like to know when this item will be arriving!!!

  Business Response

  Date: 12/23/2024

  Ohio State Buckeyes <*************************************>
  1:37 PM (29 minutes ago)
  to disputeresolution
  
  Hello,
  
  Thank you for contacting us! We understand that the holiday season can be busy, and we're here to make your shopping experience as smooth as possible.  
   
  Below, youll find answers to some of our most common inquiries during this time of year.  
  
  Will my order arrive in time for Christmas? Please find below our holiday shipping schedule:
  
  Standard Delivery Order needed to be placed by Monday, 12/9 EST to be received by Christmas 
  Express Delivery Order needed to be placed by Monday, 12/16 EST  to be received by Christmas 
  Next Day Order needs to be placed by Monday, 12/23 noon EST  to be received by Christmas 
  Please allow additional time for customized orders. Special orders are shipped directly from the supplier and take longer to process. Additionally, if your item is a preorder, the estimated ship date will be up to date on the product page.
  
  Where is my order? If your order contained multiple items, it may be shipped separately. If its delayed, rest assured we're working to get it to you as quickly as possible! Please keep in mind personalized and specialty items have extended processing times. Please reference the product description for more information surrounding processing times. You will receive tracking information via email once your order has shipped. 
   
  Due to a high volume of orders, our support team is unable to provide a specific ship date at this time. Rest assured, our team is working diligently to process and fulfill all orders as quickly as possible. If you would like to cancel your order for a refund, please respond to this email, provided the item is eligible for cancellation. Once confirmed, our team will happily assist you further. Otherwise, we will consider this ticket resolved.
   
  We sincerely appreciate your patience and understanding during this exceptionally busy period.
   
  Sincerely,
  
  Ohio State Team Shop Support Team
  

  
  

  Business Response

  Date: 12/27/2024

  As noted in the product description, this item requires 2-4 weeks for production. The customer placed their order on December 11th, and excluding weekends and holidays, the item is still within the production timeline communicated at the time of purchase. The auto-response the customer is referencing encouraged customers to review the product description online for more information regarding fulfillment timelines. Since this is a specialty, made-to-order jersey, the production time is extended to accommodate its customization. In the meantime, we have reached out to the warehouse to see if this order can be prioritized. Should the customer wish to cancel, they are encouraged to contact our office during normal business hours and reply to the auto-generated email to ensure their ticket remains open for an agent to assist further. Please let me know if further clarification or assistance is needed.

  Business Response

  Date: 01/07/2025

  From: Ohio State Buckeyes <*************************************>
  Date: Tue, Jan 7, 2025 at 11:10 AM
  Subject: Re: You have a new message from the BBB of Central Ohio complaint #********.
  To: <**********************************************************************************************>
  
  
  Hello,
  
  Thank you for reaching out to our team. We deeply appreciate your patience and understanding as we work through higher-than-normal order volume.
   
  Please rest assured that our team is working tirelessly to process all orders in the sequence they were placed, giving priority to those requiring expedited shipping. For specifics on processing times for customized, specialty, and pre-ordered items, we encourage you to reference the product description of the items you purchased. Due to the peak holiday shipping volume, orders placed with standard shipping may experience slight delays. Normal service will resume on January 6th. Once your order ships, you will receive an email with tracking information to monitor its progress.
   
  If you would prefer to cancel your order and request a refund, please ensure the items comply with our return and refund policy, which can be found in the product description on our website. To proceed, simply respond to this email, and a member of our team will assist you further.
  
  Please note due to recent inclement weather, some shipments may be delayed.  
   
  Additionally, should you wish to return your item once it arrives, weve extended our return policy for the holiday season. Orders placed between November 1st and December 23rd, 2024, are eligible for return until January 31st, 2025. If you need a return label or have any questions, please reply to this email, and well provide the necessary instructions.
   
  We sincerely apologize for the inconvenience this delay may have caused and truly appreciate your understanding during this busy season.
   
  Please note: If we do not receive a response to this email requesting further assistance, this ticket will be automatically resolved, and no follow-up will occur.
   
  Thank you again for your patience. We are here to assist you and ensure a resolution.
  
  Sincerely,
  
  **** State Team Shop Support Team
  

  
  

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/20/22: Placed order (Order ID: ********) for: 1) Men's Ohio State Buckeyes Personalized Nike Red Game Jersey – Small and 2) Men's Ohio State Buckeyes Personalized Nike Red Game Jersey - X-Large. Total: $288.37 USD.
  
  8/20/22: $288.37 USD charged to my Chase Visa (****). 8/21/22 Posted Date.
  
  9/23/22: Men's Ohio State Buckeyes Personalized Nike Red Game Jersey – Small delivered (34-day turnaround). Discovered the following problems with this jersey: 1) I ordered both jerseys on 8/20/22. I received this jersey on 9/23/22, 2) There is a black mark on the right sleeve of the jersey, 3) There are, what appears to be, burnt marks on the "K" and "E" on the back of the jersey, 4) The numbers on the front of the jersey were placed too low.
  
  9/26/22: Men's Ohio State Buckeyes Personalized Nike Red Game Jersey – X-large delivered (37-day turnaround). Discovered the following problems with this jersey: 1) I ordered both jerseys on 8/20/22. I received this jersey on 9/26/22, 2) The numbers on the front of the jersey are placed off center to the left of the v-neck, 3) Your blatantly incompetent staff literally printed "BUCK EYES" on the back of the jersey, when it was supposed to be "BUCKEYES!".
  
  12/8/22: Return of $288.37 USD to my Chase Visa (****). 12/8/22 Posted Date.
  
  12/13/22: Received email from Ohio State Buckeyes @ [email protected] stating: “Hello ******, I am sorry to hear you received your items in this condition and the delay in getting back to you. I have created a replacement order please reference ******** and will work to get these to you as soon as possible. However, if you are willing to drop the chargeback, I will immediately expedite your refund back to your original form of payment. Please accept my apologies and a $50 discount code of ********** for your experience.”
  
  12/14/22: Rebill of $288.37 USD to my Chase Visa (****). 12/14/22 Posted Date.
  
  12/15/2022: Letter from Chase confirming that dispute was resolved.

  Business Response

  Date: 03/08/2023

  Dear Better

   

  Thank you for contacting us, confirming we have received your request (Query ******).

   

  Our Ohio State Buckeyes Store Support Team will be back in touch once they've reviewed your request. 

  
  

  Please note, we are closed for the holidays on December 24th – 26th and December 30th – January 2nd.

  
  

  In the meantime, if you have any updates simply reply to this email. 

   

  Regards, 

   

  Ohio State Buckeyes Store Support Team

  Business Response

  Date: 03/08/2023

  Dear Better

   

  Thank you for contacting us, confirming we have received your request (Query ******).

   

  Our Ohio State Buckeyes Store Support Team will be back in touch once they've reviewed your request. 

  
  

  Please note, we are closed for the holidays on December 24th – 26th and December 30th – January 2nd.

  
  

  In the meantime, if you have any updates simply reply to this email. 

   

  Regards, 

   

  Ohio State Buckeyes Store Support Team