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:02/26/2025

  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 ordered 3 long sleeve sheriffs shirts in 3 different colors. I paid for priority shipping 3-5 days. All I have received is order number. I emailed fed apparel and received no response. No tracking number nothing. The product shouldve been shipped by now, if not received. Its been 6 days! I want these items, need these items. If not delivered by 2/28, I will be filing another complaint, and wanting a refund or Ill contact my bank to settle the matter. You would think a company who deals in law enforcement products would be more upright.

  Business Response

  Date: 03/03/2025

  The customer ordered three long-sleeve shirts (Order #*****) with a disputed amount of $71.29. They reported not receiving the items within their expected 3-5 day shipping timeframe and expressed frustration over the delay, requesting a resolution or refund. They also mentioned a lack of response to their email inquiries.
  
  We sincerely apologize for the delay in fulfilling this order and for any confusion or frustration experienced by the customer. Upon reviewing the order, we confirm the following:
  
  1.Production and Shipping Timeline: The customer ordered customized long-sleeve shirts, which, as stated on our product page and website, require up to two weeks of production time before shipping. Additionally, our website prominently displays a notice about potential delays due to increased production demand: NOTICE: INCREASED PRODUCTION DEMAND MAY CAUSE DELAYS IN ORDER PROCESSING AND FULFILLMENT. WE APOLOGIZE FOR ANY INCONVENIENCE THIS MAY CAUSE. It appears the customer may not have been aware of these details, and we regret any misunderstanding this may have caused.
  2.Lack of Priority Shipping: We acknowledge that we do not currently offer priority shipping options, which may have contributed to the customers expectation of a 3-5 day delivery. We are reviewing our shipping policies to address this gap and better meet customer expectations in the future.
  *************** Oversight: We regret that the customer did not receive a timely response to their email. We have identified this as an area for improvement and are reinforcing our customer service teams training to ensure prompt and empathetic communication on all inquiries, especially regarding delays.
  
  Resolution Offered:To resolve this matter and demonstrate our commitment to customer satisfaction, we have contacted the customer directly (or will do so immediately) to offer the following options:
  
  A full refund of $71.29.
  An expedited production and shipment of the order, with tracking information provided, expected to ship by 3/5/25
  
  We have also asked the customer to inform us of their preferred resolution and assured them of our dedication to addressing their concerns.
  
  Preventive Measures:To prevent similar issues in the future, we are taking the following steps:
  
  Enhancing our website and checkout process to ensure customers are explicitly informed about production times, potential delays, and the absence of priority shipping options.
  Improving our customer service response times and providing regular order status updates, particularly for delayed shipments.
  Evaluating our production and fulfillment capacity to minimize delays and exploring the feasibility of offering priority shipping options.
  
  We believe these actions will address the customers concerns and prevent recurrence. Please let us know if additional information or follow-up is required.
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  In their reply, they said they would ship by March 5th. Its now the 14th and I still havent received a tracking number for the order, which means they havent even shipped the product 9 days after responding to the complaint. It seems to me this is deceiving the customer to merely delay further action. Being that they serve first responders, Im glad they dont manage the 911 system! If I havent RECEIVED THE ***** by Saturday, March 15th. I will be disputing the charge with my bank even if it has been shipped, because I have no way of knowing it has been shipped due to lack of tracking info. 
  Sincerely,
  
  ***** ***

  Business Response

  Date: 04/08/2025

  Customer was contacted by our customer service team and the items were shipped and received. The customer also filed a dispute so the items were of no cost. Anything else we can do we're willing. Thanks. 

• Initial Complaint

  Date:10/25/2024

  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 am writing regarding my recent order of three shirts placed on October 10. I received only one of the shirts, with the remaining two delayed. I reached out to your customer service via email and chat but have yet to receive a response.I advised that, if the shirts were not shipped together, they might not reach me before my checkout date from my hotel. Unfortunately, I have now checked out without receiving the two remaining shirts or a follow-up from your team.Given the lack of response and undelivered items, I request a full refund for the two shirts I have not received. I look forward to a swift resolution.Order number *****

  Business Response

  Date: 11/12/2024

  We are responding to a complaint filed regarding Order #***** placed on October 10, 2024.

  We take all customer concerns seriously and appreciate the opportunity to address this matter.

  The customer ordered three shirts and received one, with two items remaining undelivered. While we acknowledge the customer's frustration, we experienced an unexpected shipping delay due to these items being transported from our facility on the other side of the state, requiring 5 days for transit.
  We acknowledge that our customer service team should have been more responsive to the customer's inquiries via email and chat. This falls short of our standard service level, and we are taking steps to improve our communication processes.
  

  To resolve this matter, we propose the following:

  Issue an immediate full refund of $65.00 for the undelivered items as requested.
  

  Provide complimentary expedited shipping if the customer still wishes to receive the items
  

  Add a $20 credit as a gesture of goodwill for the inconvenience caused
  

  We have already initiated the refund process, which should appear in the customer's account within 3-5 business days.

  We are also reviewing our internal procedures to:

  Improve inventory distribution across our state facilities
  Enhance our customer service response times
  Provide better proactive updates about shipping delays

  We believe these steps demonstrate our commitment to customer satisfaction and fair business practices.

  Customer Answer

  Date: 11/13/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/20/2023

  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.

  Ordered a hoodie on December 5th and verified employment with a ***************** Tried to get an order update via email and have never heard anything back. Order says it was received but I have no update on shipment. Tried the online chat option and was told it would be greater then 15 minutes to reach someone. Still waiting after 30 minutes. No working phone numbers to call.

  Business Response

  Date: 12/28/2023

  The original email came in on 12/18/23 from the customer and we did not get to his email until 12/20.

  His order has been fulfilled and shipped. Attached you will find the communication with the customer as well as his order with his tracking information which was provided to him. I'm sure he placed the complaint before I got back to him on 12/20/23.

   

  Customer Answer

  Date: 12/28/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair 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.

  An order was placed on 08/29/2023, verification of employment was provided. 09/05 a status update request was sent with no response. 09/08 another request was sent with no response. A chat attempt was made with no response. I called the phone number on my credit card statement and it went to Landrover of *******. The charge was subsequently disputed at that point. This company is either a scam or highly incompetent. There has been zero communication or items received.

  Business Response

  Date: 09/20/2023

  The customer did place their order on 8/29/23 - We are a high volume uniform supplier for the federal government. When customers place their order, we let them know that production time takes **** business days. The customer reached out 9/12/23 after hours so I replied 9/13/23 to let him know that his order was in production. We Ran a sale for the shirts he ordered so we had a high volume of orders to send out since our products are made to order.

  Seems like there was a delay in time of when this order had to go out. The customer reached back out and requested for the order to be cancelled so we went ahead and did that on 9/18/23. He got a full refund for his order. This has been taken care of. 

  Customer Answer

  Date: 09/20/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/01/2023

  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 3 shirts on 06/28/2023. Received them in a timely manner, however, they were printed "Sheriff" instead of "Police". Tried 2 different email addresses listed for the business. Tried the contact link on the website. Have not received any response in weeks. Now I have 3 shirts that I can't use and wasted $50 on. Offered to return them for replacement, no response.

  Business Response

  Date: 08/29/2023

  Seems like the customers email went into our spam folder.

  We just reached out to the customer via email, asking them if they want a replacement or a refund.

  We filled his order in a timely manner but it seems like the wrong items were shipped to her.

• Initial Complaint

  Date:01/19/2023

  Type:Delivery 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.

  On or about the 9th of January I placed an order for custom polos with the Customs and Border Protection logo and name. The order number is. *****. I have tried numerous times to contact this company but they have no customer service number and they dont even respond to emails asking to track the order. It was supposed to be received the 12th of January and today is the 19th of January and the order is missing thru the mail even though they are located 30 minutes from my residence. I have been waiting for days for a delivery or response and nothing. Would like a reimbursement since they failed to deliver.

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair 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.

  I placed an order from Feds Apperal, but the status shows unfulfilled, and attempts to get a status or resolution have gone unanswered. I have requested a refund in the event that they are unable to fill the order, but that has also been ignored.

• Initial Complaint

  Date:10/20/2022

  Type:Delivery 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.

  It has been 3 weeks since I placed the order and 15 days since the package was picked up by ***** The original delivery date was two weeks ago, but the tracking information that I was provided shows that it is "in transit". I have opened a ticket with **** and have communicated to the company. FEDS Apparel responded to me on the 11th stating "According to our Fulfillment team order #**** has been released and is in possession by the ***** We are opening a ticket with the **** to locate order #**** you will receive tracking information once the order has been located and is on its way." I have yet to receive a status update. I reached out to them via their social media platform on the 16th requesting an update. They stated they were escalating the issue with **** and would reship the order. I again contacted FEDS Apparel via email yesterday morning and again this morning requesting a status update with no response. I have yet to receive my order. Either the company can make good and fulfill the request, or I will need a full refund ASAP so I can work with a different vendor for my FEMA branded work clothing.

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair 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.

  An item was purchased and notified the merchant that the item was never received. Several attempts were made to resolve the matter and no response.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 in FEDS apparel web platform and requested an email follow up and/or phone call in regards to the shipment of the order placed.I never did receive a follow up email after contacting and requesting communication from FEDS apparel. My requests were ignored. And never addressed.I received a shipment order from FEDS apparel which arrived in a 'damaged' condition. The package was sliced open and open to the elements...My request for communication is/was for an exchange. The invoice I received and the original order intended did not match. I specifically requested FEMA labeled apparel, which I did not receive.I received instead a TSA and DHS labeled apparel according to the invoice. The package did arrive damaged and therefore I have 'not' opened the addressed package to view the specific(s) of the content. I simply read the invoice which read the 'incorrect order'.I require an exchange of the items received for FEMA labeled apparel. My preference is a return of the unopened damaged package in exchange for a new shipment with the corrected invoice.I require an exchange of 2 of the 3 items. Both polo shirts of the same price... again I'm specifically requesting FEMA labeled (only) apparel.The packaging was received in a poor condition and should be replaced. I require further communication from the seller on how to proceed with the return of the damaged package and the exchange of items... requested.Again the invoice was not correct... and the shipment arrived damaged.I sent 3 separate email requests for communication... call back or return acknowledgement.All email communications were ignored by FEDS apparel.