Complaints

This profile includes complaints for Big Top Shirt Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Top Shirt Shop

  Marana, AZ 85658-4536

  
• 

  Big Top Shirt Shop

  9360 Teddy Ln STE 202 Lone Tree, CO 80124-2869

• 

  Big Top Shirt Shop

  16700 Las Ramblas Ln Unit O Parker, CO 80134-4225

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:06/23/2025

  Type:Sales and Advertising 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 for a nonprofit organization with this company on June 9. Per their policy, the blank apparel should have shipped within 3 days however, it didnt ship until June 14. Due to the delay on their part, I didnt receive the order in time and they refuse to let me return it. Also refuse to let me speak to a manager. The representative emailing is very rude and unprofessional.

  

  Business Response

  Date: 06/23/2025

  Ad detailed at checkout - and in all email communications sent to you regarding your purchase - blank orders generally ship within 2-3 business days (approximate).  This is an approximation - not a guarantee.  Should you require delivery by a specific date we do offer expedited shipping options at checkout.  Only orders placed with expedited shipping come with a guaranteed delivery date.  You selected the free standard shipping option - not expedited shipping.

  Our complete polished return policy can be found here: ****************************.

  Since your order is considered a bulk purchase (10+ pieces) it would not qualify for return.

  We do understand your concerns.  And not every company will meet your specific requirements.  Considering a companies return policy should be done prior to purchase and should be factored into your buying decision.

  What is not acceptable is stating you will return the order anyway and dispute your charge.  What is not acceptable is to threaten a business with negative reviews if you don't get something above and beyond what is offered.  What is not acceptable is to threaten a business with legal action if a published return policy does not meet your specific needs.

  After several emails explaining this in great detail, and after receiving your written threats, we communicated to you that no further emails will be exchanged with you.  Best of luck to you *****.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased four shirts and pair sweat pants for total of 121.34 Order number 164641. Received package on Dec 2 nd 2024. My husband did not like product and shirts were way too big. Requested to return for refund. Was told would have to pay shipping. Sent product back with RF number in address as request via first class three day delivery via USPS. Pqckage was mailed Dec 4 and had tracking number. My husband thru postal receipt and can not track but I know they got the package. They have yet to refund money. When request status they are very rude and not helpful at all. I doubt this company will ever refund my money. Read reviews after having difficulty with them and they basically say what I am saying. This company preys on people and tesembles a sham or scam company taking people’s hard earned funds. Please assist in getting my refund and warn others to stay clear of Big Top Shirt Shop
  Respectfully,
  Alana

  

  Business Response

  Date: 12/17/2024

  As detailed in the return instructions we provided to you, you can expect to be refunded within 3-5 business days of delivery.  In the same email we ask that you reply with tracking information should you expect delivery has been completed and a refund not yet processed.  We have repeatedly asked you for your cooperation in providing tracking information for your refund.  That is the only way for you - and for us - to see the current status of your shipment.  Tracking info will show if the package was delivered - if so - where.  It may show damage.  It may show lost.  It may show returned to sender.  The carrier provides you this information for all parties to be able to track the whereabouts of a package once in their possession.  Additionally, the insurance provided to you with the tracking information will allow you to start a claim with the carrier in the instance the package is not delivered as paid for.  We highly recommend you contact the carrier and obtain duplicate tracking info OR to start a claim to locate the whereabouts of your shipment.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and paid for a garment and postage. The measurements of the garment were not as listed on the website. I sent an email to their customer support and submitted a request for return online. I requested a return label with postage paid and a full refund of the purchase price and postage as the garment was not as described. I attempted a chat but the chat function timed out with no response. Seven days later, having received no response, I again attempted the chat. I explained to the chat attendant my grievance. The chat attendant stated they had received the email but had chosen not to reply as the chat attendant stated they believed it was “nasty”. I can provide the emails and screenshots of the chat. Now the business is saying it has been too long to request a refund. This business is dishonest. By failing to provide the garment meeting the measurements as described, I believe the business is fraudulent. Their staff is exceedingly rude.

  

  Business Response

  Date: 08/15/2024

  Customer placed an order for a 4XL polo shirt.  The very 4XL polo shirt they ordered was shipped and delivered.  If they do not prefer the fit, return inductions are listed on the packing slip included with their purchase.  Instead, customer sent us a nasty, demanding, threatening email.  The email indicated they have CC'd the Office of US Attorney General, Federal Trade Commission, Federal Communications Commission, Better Business Bureau, YELP, etc.  We have no tolerance for this behavior and declined to reply.  They then sent the same demands and threats via live chat, at which time we explained we have no interest in communicating with them further.  

  

  Business Response

  Date: 08/20/2024

  Our return policy is published on our website and can be viewed anytime 24/7/365.  This includes pre-purchase.  We have received your return.  You have been refunded in accordance with our published return policy.  All the best to you Beverly.

  Customer Answer

  Date: 08/24/2024

  While I greatly appreciate the change in demeanor of this most recent response from the business, I do not accept their response as equitable and fair. These issues remain: 1) Big Top Shirt Shop advertised a garment of specific measurements. I purchased the garment based upon the sizing chart as stated on the Big Top Shirt Shop AND I paid the ADDITIONAL shipping fee. On receiving the garment, it was found to be inches smaller than stated on the size chart on the Big Top Shirt Shop. As a consumer, I can not be held responsible for Big Top Shirt Shop’s inability to correctly measure their garments prior to marketing them. I requested the refund of the shipping fees as I was charged those in addition to the cost of the garment for a total of $37.04. While Big Top Shirt Shop claims to have refunded the $27.05, the refund has not appeared in my bank account. I agree it may require an additional 2-3 business days; however I have not been reimbursed for the shipping. If Big Top Shirt Shop’s size chart reflected the actual garment measurements, I would not have purchased the garment. Therefore, Big Top Shirt Shop failed to provide the garment which was advertised and I am owed the cost of shipping $9.99 and return $11.30 totaling an additional $21.29 as Big Top Shirt Shop failed to provide the garment as advertised and purchased. 2) The Better Business Bureau’s mission statement is “BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND”. Consumer’s must be able to rely on and trust the size charts on the Big Top Shirt Shop’s website when ordering a garment. Due to Big Top Shirt Shop not adhering to the stated sizing on their website, Big Top Shirt Shop must reimburse me the additional $21.29 due to their error. 
  Sincerely, B Steel

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 6 shirts from Big Top Shirt Shop for $110.16 on Jan 30, 2024. After two weeks of waiting, they finally arrived and were clearly not the correct size - I'd ordered 3XL and these shirts were maybe a medium (although marked as a 3XL - it seems this is a common practice with this company, there are many, many complaints and customer reviews across the internet about this exact same problem with this company.)
  
  I contacted the Big Top Shirt Shop to return the inaccurately described shirts, received an RA number, and was told that I had to cover the return shipping costs (out of my pocket for their mistake?) The company received the shirts back within 3 days, but still hadn't refunded my money after 2 .5 weeks. After contacting them repeatedly, reminding them that they had their shirts back and they needed to refund my money, they finally refunded only $88.13, despite itemizing each of the 6 shirts I'd purchased at $18.36 each in the "return processed" email that they'd sent to me. There was no mention of any fees in this email.. When I contacted them again about the $22.03 discrepancy, they emailed me back with a link to their "return policy" having a 20% restocking fee (apparently they've been making a business of reselling these faulty shirts to new victims of their shady business practice over and over? ) This restocking fee information was hidden on their website, and it was not mentioned anywhere on the order form, the confirmation of order email, not even the "refund processed" email. It is very much a hidden fee, and an unfair one since the mistake in the shirts was theirs, not mine.

  

  Business Response

  Date: 03/08/2024

  Hello ***. With regards to shipping, your order was delivered 7 business days after purchase. Ordered 1/30 - delivered 2/8.  

  As for fit, we provide product measurements for every item we sell. Every brand and every style will have different measurements. It's not uncommon for styles to have measurements that differ from other styles. This is what makes clothing and fit unique from garment to garment. Checking measurements before purchase will insure you select the size that best meets your needs. Additionally, we encourage those who are unsure - or who are purchasing for the first time - to order one and check for size. That rather than ordering many - all in the same size - only to find out you don't prefer the fit and have to return them all. All that said, the 3XL shirts you ordered are have a chest measurement of 53" and length of 30". That's the measurement of the shirts you were sent.  While unfortunate the shirts did not fit you and your body type, not every shirt will fit the way you may prefer.  We have all been in a store and tried on clothing that's not a good match.

  With regards to our return policy it's available to all customers all the time.  24/7/365.  The FAQ's link at the top of every page will detail the return policy and our restock fee - which is applied only in certain circumstances.  The FAQ's page was also linked in the return instructions that were sent to you when you requested to return your order - before you returned your order to us.  Not hidden at all.

  While unfortunate that you did not prefer the fit of the shirts you ordered, no mistake was made.  You were sent the shirts you ordered - exactly as described - in the timeframe advertised.  We sent you return instructions when you asked to return your order.  We refunded you exactly as detailed in our published return policy.  Do let us know if there are any additional concerns we can address for you.

  Customer Answer

  Date: 03/09/2024

  I read the fit detsils, which were inaccurate.  The only thing I didn't read was the HUNDREDS of reviews complaining about the inaccurate measurements that are given by this company.  It's so bad that I found many complaints on everything from Yelp to Complaints Board and Scam Advisor.  This company may weasel around with a lot of lies about their "measurements" and transparency, that isn't important.  I've already figured my money is gone - I told them to enjoy the money they refuse to return.  My goal here is to give them the opportunity to do the right thing and refund 100% of the money the were given in good faith for a product I wanted and needed, and if they still refused, then to let everyone know the nature of this company and to avoid doing business with them because of these ongoing and widespread issues.

   

  *** Wieden 

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The shirt runs small. it is a closeout item but they refused to exchange it for a larger size. I was NOT requesting a refund

  

  Business Response

  Date: 03/06/2024

  Hello Heidi-

  You are correct.  This information was communicated to you previously during a live chat session on our website.  The shirt you ordered is a closeout shirt - as detailed at the top of the page when you placed your order.  Closeout items are not returnable, as detailed in our published return policy which can be viewed anytime by clicking the "FAQ's" link at the top of any page.

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned two shirt for refund. Sent on Dec.27 by UPS delivery on Jan. 3.
  They said it would take 3 to 5 business days to process. Have not heard anything back.
  Have sent two email to them have not heard anything back.

  

  Business Response

  Date: 01/25/2023

  Hello *******  We received two emails from you on January 17th, one minute apart.  The two emails were identical.  They read "returned for refund.  *********".
  
  We show you were refunded back on 1/11, email confirmation sent to you that day, more than a week before you emailed us.

  If you need any additional assistance, our live chat can assist you Mon-Fri 8am-5pm.

  Customer Answer

  Date: 02/13/2023

  Issue is taken care off.
  Thank You
  

  
  

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ten white long sleeve men's shirts. Five large and 5 XL for my husbands business.
  They were ordered on November 30th 2022.
  Shirts were delivered December 13th damaged number one.
  I reached out to the companies support and they assured me this damaged was not done from them improperly packaging that large of a bag BUT it was because the post office must have ran it over (this is what there support told me)
  I had the shirts shipped directly to a small business where they were creating logos.
  The women creating the logos for me opened all of the shirts and they were around XXL - XXXL in sizing.
  I reached out to support all I got was a link for there return information.
  That said I had 14 days to return items.
  Because of this issue THEY created I had to pay for shipping to ship them all the way back to me.
  Now the company refuses return on these items, for an issue that would have never happened had there sizing be accurate.
  I am now stuck with 10 plain white shirts that are too big for any of us to wear.
  Money doesn't grow on trees for my family and this is very disappointing as it was supposed to be a Christmas gift and it has turned into a nightmare with this company.
  I have seen several complaints for similar issues on complaintsboard.com
  At this point I could really just use my money back, they can have the shirts and I will use a different more reputable company here on out.

  

  Business Response

  Date: 01/17/2023

  Hello again ******.

  I do see your report of damage from back on December 14th. The damage reported and shown to us was obviously caused by the carrier, considering the package itself was not in the same condition as it was when given to USPS.  The picture you provided showed damage to the packaging itself, however your email showed no damage to any items included in your delivery.  At that time you declined to have a damage claim opened and chose to keep the order.  One can only assume the contents of the package were acceptable, otherwise the choice to keep the order wouldn't have been made.
  
  We then received an additional email, more than a month later, asking to return your order as you didn't prefer the fit.  Before we opened for business that day and given the chance to reply, you had chosen to leave negative reviews online with completely false information about your purchase.  You stated publicly that you did not receive the sizes you ordered (L & XL) and instead received 2XL & 3XL.  In our reply the day we asked for additional information, including a photo of the sizes of shirts you ordered.  In that reply you stated you received the L & XL shirts you ordered.  

  We've done our best to understand the issues and address them for you but it's clear you are unable/unwilling to engage in communications which lead themselves towards a solution.  Your emails have threatened us, berated us for not treating you professionally or with respect, and demanded services beyond what was paid for.  Additionally you have chose to behave in a way that is deceptive and misleading, and at times completely false.  For these reasons we decided to discontinue communications with you entirely.  We could never reward this behavior by offering you a solution beyond what our published return policy allows.