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:08/26/2022

  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.

  On 8/8 I ordered a shirt for my son for a game 8/26. It’s the last game at their football stadium before it gets demolished. When I placed the order, the website said an email would be sent out when the shirt is ready for pickup. August 25th I had still received and email stating that my shirt was ready. I sent them a message on facebook requesting a refund. The response i got was that they sent me 2 emails letting me know it was ready. I checked my spam folder and double checked my inbox, no said email. I asked for proof that the emails were sent and the response i got was to dispute the charge with my card company. They said i can come pick up the shirt but between when i reached out to them and when the game is, i am not able to pick it up last minute. The delay was on their end not mine. They then offered to ship it to me if I paid an extra $10 for ups shipping. Either way, my son wasn’t going to have the shirt before the game. That was the purpose of the order. To it upset me would be an understatement. It was completely their fault i did not have the shirt on time. If they could have provided proof of an email, cool, my mistake and I’d move on but they have not given proof that i was ever sent an email letting me known the shirt was ready for pickup.I had asked for a refund because the target date for the shirt was missed. After some reconsideration, instead of a refund, i will still take the shirt if the pay for the shipping. I shouldn’t have to pay to have it shipped because i’m not the reason the shirt was late. I also feel that since the target date of 8/26 was missed, i shouldn’t have to get it. If they Artie unwilling to pay the cost to have it shipped then i should be given a full refund. This is an issue created entirely by them. I have attached the facebook conversation requesting a refund, their response and then asking for them to assume the cost of shipping and send it to me. No response from them.

  Business Response

  Date: 08/27/2022

  We are very sorry that this had to happen over one tee shirt.  The customer DID pick up his shirt in time for the event and HAS THE PRODUCT.  It was a very popular design and we sold hundreds of them.

  When we complete an online order, we send a message to all customers via an automated system to let them know that it is ready for pickup.  Sometimes, if the customer has a mis-spelling in their email or a spam filter on, they do not receive the email. This is rare.  

  We unfortunately do not have access to see if the email is delivered or not, but most people just give us a call if they are not sure and we let them know it is ready.  (I have contacted the online platform to see if there is "proof" that it was sent but I have not received the documentation as of yet - they are working on it).  For this order, we sent the automated email and every other person to whom we sent it received the email and picked up their shirt.  

  Unfortunately, this customer did not receive the email. He contacted us on a Thursday morning and the game was Friday night.  We are about 10 minutes from the event site.  I offered to ship it to him overnight for $10 (it would have cost us MUCH MORE) in order for him to get it in time as he said he was unable to pick it up Thursday or Friday.  He refused and wanted a refund.  He then left us negative reviews. On Friday, his son came to pick up the shirt.  

  The customer has his product (and picked it up in advance of the event), and we now negative reviews for a product that was ready on time and was provided as needed.

  I am not really sure how we could have better handled this. At this point,  I wish I would have refunded him his $20 to save the trouble of all of this.  Lesson learned.  

  I am, however, glad that his son did come to get his shirt for the event and was able to wear it. 

  Customer Answer

  Date: 08/29/2022

  This company has stated repeatedly that i was sent an email about the order being ready. They have changed their story multiple times in regards to the sent email. I have asked for proof, more than once, that it was sent. I have yet to receive that proof. One thing i do find curious is that i sent them a message on Facebook to leave the shirt in their drop box for my son to pick up. I asked for a communication that the shirt was in the drop box. Then, miraculously, I DID get the email that it was in the drop box. What’s funny is, if it was a spelling or a typo issue with the first 2 emails that were supposedly sent, I never gave them an updated email address so they had to use what was in the order. So the argument of something may have been spelled wrong doesn’t hold water. As a responsible business, i should have been notified when my order was ready, i was not. I had to reach out to them to check status. Had i not done that, my guess is I would still be waiting on that email that the order was ready. I stand by the reviews I left on Google and on Yelp, they are 100% accurate. This company is dishonest and their response is unprofessional at best.