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:12/27/2024

  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.

  12/12/24 submitted and paid for 30+ items to include a $425 ******* fee. Total price was $1810.15 My invoice stated delivery in hand by 12/27/24. Ive contacted the company multiple times seeking tacking information and status updates. Only to receive vague emails about it being in process. The answering service has no information to provide only message forwarding.

  Business Response

  Date: 12/30/2024

  Mountain View Stingers:

  Dear ****** *******,

  We understand your concerns and acknowledge that we were two business days late in meeting your deadline. While we made every effort to accommodate your timeline, we recognize that this was not the outcome you were hoping for.
  
  We wish you the best in finding another company that can meet your expectations, including a rapid 11-business-day turnaround and prices as competitive as ours at $29.99 per item. We will refund a portion of your rush charge per our guarantee once this ships out later today (12/30/24).

  
  Thank you, and best of luck in the future.

  Xtreme Pro Apparel

   

• Initial Complaint

  Date:05/22/2024

  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.

  Order number: *****
  Total paid: $3529.90
  I had contacted the company because of missing items on our order. We were missing 61 pairs of socks, missing one jersey with a duplicate of another, and were missing 3 pairs of shorts. While this was being reviewed a mistake that was made by their employee on our quote and invoice was discovered. The mistake was that the price of the shorts on the order was not included, nor added into the quoted total. When this was discovered after requesting our missing items we were contacted asking to remit the issue. We answered that because we based our fees to our players on the quote given not pay the additional cost. The response from the company was that they would hold any corrections to the order and any shipment of future product until we paid the additional amount and offered a 10% discount on a future order which I found insulting. I do not understand why my organization is being held responsible for a mistake on their end. We were given a quote for an order, that amount was paid for that order and we did not receive all items in the order.

  Business Response

  Date: 05/23/2024

  Dear Mr. ******

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

  I regret to hear about the inconvenience and confusion surrounding your recent order (#*****) for **** ********* ****** ******. As a company, we hold ourselves to a high standard of service and aim always to meet, if not exceed, our customer's expectations. However, it's evident that in this situation, we fell short, and I would like to sincerely apologize for that.

  It is standard for our company to receive payment before items are shipped. The issue with the shorts' pricing was indeed our mistake, a slip-up that was noticed by our team but not until the production process had already started.

  The product was made, and you received it. Therefore, in accordance with our company policies, we do need the payment for the shorts to be collected. Please understand that we are only requesting the cost of the garment itself, as we have decided to waive all other associated costs that were detailed in the original invoice.

  As a gesture of goodwill and acknowledgement of our error, we would like to offer you a 10% discount on a future order for your school, **** ********* ****** ******. I understand this may not amend the current situation, but we hope it serves as a testament to how much we value you as a customer and wish to rectify our error.

  The issue regarding the missing items from your order is being addressed, and we will ensure their release and delivery to you as soon as the payment situation is resolved. The link and invoice have been sent to you as well as [email protected] who pays the PO's. There is no reason this cannot be resolved and remitted by the school.

  We value your business and appreciate your understanding and cooperation in this matter. Thank you for bringing this to our attention and allowing us the opportunity to correct this.

  Kind Regards,
  Jess
  Customer Care Manager
  Xtreme Pro Apparel

  Customer Answer

  Date: 05/24/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: base on the the disclaimer/ notification on the order form the first line states “all details are Final” and when we placed the final order form and summited payment the terms of the form were agreed upon. If we had made mistake we would have been held responsible, as should the company for their lack to review the details before accepting the payment.

  As for their statement that the school should resolve the issue. The school does not provide funds for uniforms. Our uniforms are paid for by our team parents and booster fundraising. As I stated before we base our fees and budget based on the quote provided and do not have the additional funds to pay for the companies mistake.
  
  
  
  Regards,
  **** ******

  Business Response

  Date: 05/28/2024

  Dear Mr, ******,

  We trust this message finds you well. We understand that there seems to be a discrepancy that needs to be cleared up. We certainly appreciate your patience while we work collaboratively to find out the best possible resolution.

  We acknowledge the circumstance of your order and the impact it holds for you and your team. However, according to our terms and conditions specified in the order form, once an order detail is finalized, it is indeed final. This mutual agreement sets the precedent for how both parties should approach any arising issues.

  We understand that your school does not provide funds for uniforms and how paramount it is for your budget to stay within the quotes provided. Unfortunately, this might be a situation where the cost for the product would have inherently factored into the parents' cost for uniforms one way or the other.
  Having reviewed your case, we would like to inform you that your account is currently on hold. To proceed, there are two available options: pay for the additional cost so we can lift the hold and resume service, or choose not to pay, and the account will remain on hold.

  We sincerely regret any inconvenience this may cause you and we have escalated this matter to both our head of administration as well as the school's, in hopes of resolving the issue promptly and to the best possible satisfaction.

  Thank you for your understanding and cooperation. We value your business and look forward to sorting out this situation soon.

  
  

  Customer Answer

  Date: 05/30/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is unacceptable, the responsibility of the mistake is on the company. My team parents and players should not be held responsible because of the companies lack to review their paperwork before accepting payment. The only acceptable resolution is for the company to fulfill the order based on the price give at the time of order placement.
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 06/03/2024

  We understand, and truly regret any inconvenience this situation may have caused. However, it's important to note that we all agreed upon certain terms and conditions at the time of the transaction. As noted in the invoice - unpaid accounts, unfortunately, face temporary suspension. This is a standard business procedure and not meant to assign blame. On the subject of receiving items free of charge without payment, this is understandably a grey area. However, in most cases, it can be likened to THEFT. This is not to impute any wrongdoing. Rather, we are stressing the importance of fulfilling our mutual obligations. We will certainly examine our internal processes to ensure any potential mishaps are avoided in the future.

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:

  I would like my complaint ID ********, to be handled through an Arbitration hearing with BBB.

  Regards,

   

  Business Response

  Date: 06/21/2024

  Better Business Bureau:

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********. I understand that because I have decided to not pursue arbitration that BBB will close my complaint.

  Regards,

  XPA

  Business Response

  Date: 11/11/2024

  Dear Better Business Bureau,

  
  Thank you for the opportunity to address the concerns raised by Mr. ****** and **** ********* ****** ******. We value our partnerships with educational institutions and are committed to providing quality products and service.

  In this case, **** ********* ****** ****** received their entire order except for custom knit socks, which remain on hold at our warehouse per standard industry practice until payment is received for the shorts and other remaining items. This procedure ensures financial accountability for both parties.

  It is disappointing that Mr. ****** and Principal ****** ********* of **** ********* ****** ****** in ******** have been uncooperative in resolving this matter. As public leaders serving students, we expect a collaborative approach to fulfill financial commitments, especially given that no other industry would deliver products without a payment contract in place.
  We remain open to working with **** ********* ****** ****** to complete the transaction once payment is received. Thank you for assisting with this case.
  

  Sincerely,
  Jess G. Manager XPA Gear

  Customer Answer

  Date: 11/13/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  Xtreme Pro Apparel quoted our organization a price, the price was agreed upon with a purchase order. We fufilled all financial responsibility agreed upon in the PO. Xtreme Pro Apparel has not fulfilled their responsibilities of the PO, they held part of the order and changed the price of the order after receiving payment. 
  Base on the fact that Xtreme Pro Apparel did not uphold there obligation in the legally binding agreements of the PO, and the continued attempts to tarnish the reputation of members of our organization the only acceptable remedy to this issue would be a full refund.
  
  
  
  **** ******

  Business Response

  Date: 11/25/2024

  Thank you for reaching out. After thorough review, we must respectfully decline the request for a refund. All items outlined in the purchase order were delivered, with the exception of the box of socks, which was held pending payment for the shorts. The delay in releasing the socks stemmed from a simple keying error on our team’s part, mistakenly entering "0" for the shorts’ quantity. However, the shorts were not part of the original quote and were correctly invoiced separately, per our terms.
  It is clear from the signed agreement, including our payment terms, that the charges were anticipated. Suggesting otherwise contradicts both the agreement and the facts of the transaction. As a small business, we are committed to transparency and fairness, and we are disheartened by the ongoing dispute over an issue where obligations on both sides are evident. You'll see attached the conversations we had including contacting the school principal. The school agreed to section 14i of our invoice agreement acknowledging our terms. The entire order was delivered in FULL  via *** *****************************************************************************************
  
  

  We kindly ask that this matter be resolved amicably. If not, we are prepared to escalate the issue further to protect our interests including sending the school to collections if necessary. We remain open to discussion if further clarification is needed.

  Customer Answer

  Date: 11/27/2024

  Complaint: ********
  
  
  
  I am rejecting this response based on past statements and stand firm.
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 12/02/2024

  We’ve provided all necessary documentation and given ample time for review. Continuing to delay resolution imposes an unnecessary burden on a small business. We kindly ask that you review the materials thoroughly and close the complaint promptly. Thank you for your attention to this matter.
  
  

• Initial Complaint

  Date:05/16/2024

  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.

  We originally ordered samples for our girls to try on back in Sept/October timeframe. We decided to order full uniforms for 11 girls. Due to the time it takes to order, create, size, and re-order and wait for them to create and ship the items you must order months prior to your season starting. In late December we received our orders with our 1st game scheduled in March. Day 1 of 1st game 2 girls zippers are broken and cannot be fixed :( I contacted XPA and the re-sent these pants. 2 weeks go by and Game 2 comes and NOT 1 but 3 girls pants seam has come undone in the butt and a few more girls zippers are broken. I contact XPA but they take their time getting back to me . Meanwhile another 2 weeks go by ( We only play every other week in March/April) Game 3 and every girl has an issue with their pants either the zipper is broken or the seam has torn in the butt. I have a requested a full refund for the pants. They offered to send new pants but since they have already done this 1x and the pants have torn or the zipper has broken on these as well we do not wish to continue to do this back and forth with them. Including the fact that it takes almost 4 weeks to get the new pants and we are now 1 week away form regular season games. The quality of the pants is extremely poor 11 girls each with either a broken bad zipper or hole in their butt area.
  
  I have requested a refund multiple times and they claim we are past the refund due date. If the product was made correctly and was a quality product I could see 1 or 2 faulty pairs but 11 is ridiculous . Our team is out $560 as we now need new pants for all the girls.

  Business Response

  Date: 05/17/2024

  To whom it may concern:

   

  Dear Ms. ****** ** ******* ******* Softball,

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

  Thanks for letting us know. It looks like your club, Niagara Riptide, is newer and you were gathering sponsorships to order products which is not to our knowledge at the time you ordered in November 2023. We understand it may have been your first time ordering from our company and are certainly disheartened that it was less-than desirable for you. We proudly serve 100's of teams each month and have been a family-owned business for 13+ years. We are actually within our legal rights to deny your refund per our store policy and your signed agreement. You reached out past the 30-day warranty window (in February of 2024) it was noted they've been worn multiple times already.

  We encourage you, or anyone reading this to review the invoice. Attached is a signed copy of the invoice you signed agreeing to our policies. We did try to make an exception and remedy this by replacing all the pants with a reinforced zipper, despite it being well-beyond our 120+ day order window (that is unheard of at any other custom uniform or large brand retailer) to offer expired refunds or reopening a warranty past the window. It wouldn't be fair to the company, or frankly, other customers. 

  Sincerely, 

  Xtreme Pro Apparel

  Customer Answer

  Date: 05/17/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  You have not provided a quality product as stated in the original correspondence .We are seeking a full refund on the pants as we need to replace all 11 girls pants.  You offer to replace the pants is not acceptable as you do not and have not made adjustments to guarantee they will last for more then just 1 game.  You have replaced a pair previously and the zipper was broken on delivery.  Your product does not meet the quality and expectations that a softball team or any other team requires.  
  
  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 05/20/2024

  Ms. ******,
  Regrettably, our invoice terms, which you accepted, don't allow a refund in this scenario. Our policy clearly outlines this. However, we understand your concerns about the zippers and are more than willing to replace them per our warranty terms. Despite being well-past the 30-day warranty window, we value your satisfaction and want to resolve this for you. We also noticed that you've ordered from various places and, as per our policy, we can only address issues related to our products. Thanks for understanding.
  
  

  Customer Answer

  Date: 05/20/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: I have no idea what you are talking about.  All our uniforms came from you!!!  In fact we like the jersey's its the softball pants we have issues with.  You have offered to replace the pants with a reinforced zipper but what about the seams in the girls butt that have torn?? Again this is only after 1-4 times wearing.  We are looking at playing 24+ games starting next week.  We can not afford to be without pants!  In your contract you said you would provide quality product. Which you have not!!

  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 11/11/2024

  Dear Better Business Bureau,

  Thank you for allowing us to clarify the steps we’ve taken to resolve our customer's concerns.

  Our team agreed to remake the zippers and buttons for this order over 120 days past the standard warranty period. We make hundreds of softball uniform orders each season, and our policy is to address issues within the warranty window. However, in this case, we extended our warranty coverage as a one-time courtesy to make this right for the team manger for ******* *******,
  ******** ******.

  
  The attached document shows our proactive communication and willingness to work with her. Additionally, we already corrected an earlier manufacturing error in the pants she received, ensuring her team had suitable uniforms. Despite our efforts, there are rare cases where some customers may remain dissatisfied, which we always find regrettable.

  
  We stand by our commitment to customer satisfaction and transparency, as demonstrated by our resolution efforts here.
  Thank you for your attention to this matter.

  
  Sincerely,
  Jess G., Customer Care Manager, XPA Gear

  Customer Answer

  Date: 11/12/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As XPA stated they reshipped a pair of pants there arrived broken with the same poor quality.  Every pair of pants either tore in the butt or zipper broke or both after only 1 wear.  We did not have to continue to go back and forth with company as our season started. Of course we ordered the uniforms before we needed them hence the lapse between delivery and 1st wear to ensure we have all necessary parts to our uniform. As a uniform supplier younshpuld be aware of this.  

  Regards,

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

  Business Response

  Date: 11/25/2024

  While we understand the customer's frustrations, it seems there is a discrepancy in our timelines and processes.
  Per our warranty, we offered to fully remake any faulty uniforms, which aligns with our commitment to customer satisfaction. However, as outlined in line 30 of our agreement, it is the customer’s responsibility to inspect all uniforms upon arrival and report any defects promptly. This ensures issues are addressed before use.
  We recognize that teams often order uniforms ahead of their season, but delays between delivery and first wear can complicate resolution timelines. Our commitment is to provide quality uniforms and address legitimate defects, and we stand by our willingness to resolve valid concerns within the warranty terms.
  We remain open to working with you to find a fair resolution within the agreed terms. Please let us know how you’d like to proceed, we need to resolve this as it is now 1 year past the original order. 

  Customer Answer

  Date: 11/25/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  We would love for to you refund the money we used to purchase these below quality products.  When zippers and pants tear onn1st wear this is a issue and unacceptable!!!  

  We didn't have weeks to wait for new pants as we were in season .  So your offer to replace them again with the same poor quality was not acceptable to us.  We would like a full refund for the pants portion of our order.  That as a team we were never able to wear after Game 1

  Regards,
  ******** ******

• Initial Complaint

  Date:06/16/2023

  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.

  Made an online purchase on 5/18/23 in the amount of $45 plus $12 shipping. Order is to be shipped in 10-12 business days. After MULTIPLE emails to the company, shipping label is FINALLY created on 6/9. The product still has not shipped from their warehouse. Minimal communication from the customer service now. They will not cancel my order per my request (I needed this item no later than 6/13). Business refuses to cancel my order until I receive the product and return it. Well.. Product still has not shipped.
  Order # 15387
  UPS Tracking # 1Z426YV50391057650
  
  I just want my order to either ship to me and arrive or for them to just cancel it and refund me my $57.00

  Business Response

  Date: 06/19/2023

  To whom it may concern:

  We processed Ms. Philley's order within our timeframe, as noted in our shipping policy located at the bottom of every customer's confirmation page on the Shopify Shop App. Unfortunately, order 15387 did not reach its destination as the customer failed to contact UPS and provide accurate delivery information. While it is outside of our scope of work to contact UPS on behalf of our customers, we advise them to do so for any delivery issues. Since UPS was not notified and subsequently canceled the delivery, we have provided a full refund to Ms. Philley as a gesture of good will. Rest assured that we stand behind our policies and strive to provide excellent service to all our customers.

   

  Sincerely,

  Jess

  XPA Customer Care Team Manager

  Customer Answer

  Date: 06/20/2023

  Complaint: 20194616
  
  
  
  I am rejecting this response because:

  NEVER did they notify me to contact UPS.   The Shop app did not notify me as well.   However,  the company has done the right thing by refunding my money (I have not received it as of yet).   

  To further this, I will not buy from them again nor will I refer them.  

  
  
  
  Regards,
  
  
  
  Megan Philley

• Initial Complaint

  Date:03/06/2023

  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 order an items on 2/4. After 20 business days they finally shipped the item on 3/4. However the item was shipped to an address in which I have no affiliation with nor was it an address I provided them. They are claiming I entered it as my shipping address which I have proof of that claim being wrong on my confirmation email. I want the refund of $57. They claim they will not refund because it’s not their fault they sent it to the wrong mail in address.
  The attachments are the original email confirmation of my purchase with my address and the second attachment is the shipping label with the wrong address

  Business Response

  Date: 03/09/2023

  Thank you for giving us the chance to investigate this issue further. We apologize that our address verification tool failed in your case; we have already brought it up with IT and are very sorry about what happened. After consulting management, I am processing a refund which should show on your end within 1-2 business days - however, please keep in mind as always timings may vary depending upon who is handling funds at the bank's end. Screenshots are attached for your convenience. If there is anything else I can do for you today, kindly let me know.

  
  

  Sincerely,

  
  

  Jess

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/11/2023

  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.

  Absolutely horrible company. I sent the company logos for sweatshirts and t-shirts for our team. They created a store for our parents to purchase from that had great-looking images with those logos. The items we received had a blurred logo with more of a purplish coloring (instead of royal blue). Not to mention we asked for the soft t-shirt material (cotton/poly blend) half the t-shirts were the heavy cotton blend. Their response was if we don't have something in stock we will send what we have. And we just use the image you sent and had to stretch it because the image was too small. This was after during the sales process the sales representative told me they have their own Design team that will make sure the designs are perfect and of great quality. When speaking with the original sales guy, he pretty much just told me to screw off and email customer care, to which their response was, we can give you 20% off
  your next order. You will read on their website that the price match and all this nonsense, but they really don’t and even if they get close they will be all upset and treat you like garbage because you tried to get them to match other pricing. The quality of print these people will send you will look worse than your neighbor can do on their personal ******* machine! It saddens me that **** ****** would associate himself with the company, and even more that they would use a Cross on their sight in their logo as if they were faith-based and would send a product out like this and expect their customers to be satisfied.

  Business Response

  Date: 01/12/2023

  To whom it may concern:

  Regarding: order **** our response to *** **** of **** *** ***** ***** ********* in South Carolina.

  
  The events that led up to this situation with *** **** of **** *** ***** ***** ********* were very unsettling in the way he tried working a now second order of these garments from our company after he just got refunded from another company demanding his money back. Please note, *** **** of **** *** ***** ***** ********* would not respond why he would not use the other two companies anymore. He told us that he wanted to try us out because he currently gets all of his sublimated gear in Pakistan and wanted to see what we could provide for him. He started off by saying he had just left another company because the first order didn't come out right, he asked for a rush order and sent us a logo to use to put on the garments. He had us price-matching a third company that he would not send an official quote with front/ back prints as we ask to guarantee price matching, and he never told us the issue with his logo not being clear when blown up to a bigger size. On the mockups, they look clear from what he sent us. When printed, the logo comes out slightly pixelated. 

  
  We gave him heavily discounted prices, we didn't require his official quote, and we completed the order in a week as he asked to try to help him out. After receiving the order, he told us we should have known to redraw his logo when he never asked us to. He only asked us to put the logo he provided and make it on a shirt/ hoodie.  The religious discrimination he has just demonstrated alone should be enough to tell you the type of interactions our team had with *** **** of **** *** ***** ***** *********.

  
  He was vulgar on the phone to our sales staff, he later said he would sue us, trash us everywhere he could, and dispute the charges with his card company. Please understand when reading Ken's comments, typically, all of the art we create at X/P is 100% custom and we provide crisp/ clean logos in vector format, but, if a customer provides us with a logo we can redraw the logo if it's extremely pixelated and we will offer this service free of charge. 

  
  However, *** never requested this, he never told us that he just had this issue with the first company knowing the issue he had and he expected unreasonable pricing and delivery times. (Under one week of production time). We offered *** **** of **** *** ***** ***** ********* a 20% discount on a new order since he had already received the lowest pricing we could provide and he was keeping the garments we delivered. 

  
  From dealing with *** **** of **** *** ***** ***** *********, it doesn't seem like this is the first place he's caused issues, threatened companies then demanded a full refund with his unreasonable expectations. We have since been in contact with Mr. **** to reach resolution, but unfortunately feel it is best to part company.

   

  *****FULL SMS and email transcripts are attached to this response for your preference. Photos of the approved mockup and items received as well.

  
  We are sorry to see that more and more small businesses have been targeted by consumers looking to take advantage. Despite the challenges posed, we still strive to put forth a positive reputation both online and at events - hopefully you can recognize this effort!

  
  Always in your corner,
  Xtreme Pro Apparel
  
  

  
  

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service 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 a kids singlet on 12/4/22. I was charged on 12/5/22. I have not received any emails from this company about shipping. I had to reach out and ask what is going on. Then I was told it would take 8-10 business days. Ok that’s fine, I still have had no updates. It’s now 12/30/22. I asked to cancel my order and get a full refund and was denied that.

  Business Response

  Date: 01/10/2023

  Greetings,

  This order, ***** was delivered on January, 4, 2023. Tracking is attached to this reply, it was fulfilled through ****. We do state that our orders process the following business day, in this case, the customer ordered on Dec 4, 2022, a Sunday, and we processed it the following business day. We were on schedule with our regular turn times of 8-10 business days, however a severe storm in Colorado where we dispatch from, as well as Christmas Day being observed on a Monday, impacted service.

  The customer had access to information as well as by email that they would be able to return the item once received, but due to our store policy, once it is placed we are unable to modify, cancel, or exchange orders as is common practice for all e-commerce sites that are make-to-order business models. Our customer care transcripts are attached as well. We apologize for the inconvenience and as a locally owned business, we pride ourselves on our work.

  Order status page: ***********************************************************************

  Store policy: *********************************************************************

   

  Sincerely,

  Jess

  Customer Care Team Manager

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service 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.

  September 7, 2022: placed and paid for an order in the amount of $1383.20. I have reached out to the company via email, phone, and their website to get an update on my order. I have not received a response back. I'm afraid I may have been scammed and would like to try and recover my money or be guaranteed that I will receive the products I ordered.

  Business Response

  Date: 09/23/2022

  Hi ******,

  We can assure you that you were not "Scammed." Our customer care representatives have been in contact with you regarding your order via text, email and chat via our web widget. Screenshots attached.  We have updated you as requested yesterday 09-21-22 with a request for shipping payment as per your text for $25 because you asked for ***** ground. 

  Please read the attached invoice terms, "1) All custom orders are given a 3-5 week turn time from the time the order is paid. However, most of our orders this past season have been shipping in 3-4 weeks. We can work with faster turn times if needed but there is a rush charge that is required for this. We also need to know this information before you place the order."

  We are ahead of schedule on your order. Once we receive payment for the shipping, our warehouse will release the package. 

  Thank you for your business, and please do not hesitate to contact us if you need assistance with the link!

  Sincerely,

  Jess
  Customer Care Team Manager