Complaints

This profile includes complaints for Fanatics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fanatics, Inc.

  7215 Financial Way Jacksonville, FL 32256-6853

  
• 

  Fanatics Retail Group Fulfillment, Inc.

  11630 Old Riley Rd. Frazeysburg, OH 43822

• 

  SportsMemorabilia.com

  31-34 30th St Astoria, NY 11106

• 

  Fanatics, Inc.

  1 Arrowhead Dr Kansas City, MO 64129-1651

• 

  Fanatics, Inc.

  101 Clearview Cir Butler, PA 16001-1576

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:05/27/2025

  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.

  Purchased a L shirt and L sweater 2025-05-18 for ******, i had inquired minutes after placing the order to change the size of the sweater to XL to which i was told that wasnt possible and was against policy and my only option would be to return it, fine. Not an ideal solution. I receive my items and the sweater is 2 inches shorter than the shirt. The shirt fits like an XL and the sweater fit like a M. I inquired to get my items returned and was told id have to choose original payment method or gift card to which i chose gift card. Fast forward to today and theres a better sale on. I order to take advantage of the better sale. I inquire to have my refund method changed to original payment method to which im told thats impossible and iv already chose my method of refund and the only way to receive it through original method of payment is to wait 30 days for the shipping label to expire. Theres no reason either of these situations couldnt have been amended specifically the first inquiry about the size modification.I feel brushed off by customer service and am overall completely unsatisfied and disgusted as a consumer

  Business Response

  Date: 06/05/2025

  Dear BBB of ************* and ***** ********,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding needing to modify the items' sizes and the return refund payment method.
  
  Upon thorough review of the complaint, we conducted a review of previous contacts regarding this matter to better understand the situation and identify areas for improvement.
  
  To rectify this issue, the consumer has now been refunded and was asked to please allow the 2-7 refund timeframe to reflect the original form of payment. 
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  ******
  Fan Relations
  Fanatics

• Initial Complaint

  Date:05/27/2025

  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 was banned for too many discount requests but the requests were due to poor quality of products, shipping issues where they decided to not use proper carriers and use cheaper carriers who lost some shipments. I only used the codes given to me by the company for these issues and was told I could not order anymore because I requested discount codes for issues. The customer service team provided those discounts and could have said no at anytime but didnt and I continued to use those discounts as given for the issues. To be banned for future purchases for this is ridiculous. How was this my fault? If you didnt want to provide further discounts then just deny the request and provide a product and service that didnt have issues. Unprofessional and not worth the BBB rating they currently have due to the product quality and policy. None of this is my fault or my issue and Ive paid several hundred dollars to this company for their products. They also didnt think this was enough to ban me from their Sportsbook betting services so what are they even saying is the issue if they arent returning my bet money as well? Honestly I dont plan to purchase from them anymore but the fact they banned me from ever purchasing because of appeasement issues is ridiculous because it was due to product quality issues (which other buyers have also well documented) and shipping issues (which I contacted try em several times to resolve through *** store shipping and parcel delivery safeguards I place at my apartment that they would not acknowledge to help me with these issues.

  Business Response

  Date: 06/02/2025

  Dear BBB of ************* and ******* ********,
    
  We reviewed the details for the account this complaint is associated with. We can confirm the account has been marked and the consumer has been advised via email that we are no longer able to continue business with the account in question.
   
  Our customer service team has acted diligently and in good faith to resolve all concerns brought to our attention, and we now consider all matters closed.
   
  The consumer may communicate with us in writing to the address provided in email.  
   
  Sincerely,
   
  *****
  Fan Relations
  Fanatics

  Customer Answer

  Date: 06/03/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23377382

  I am rejecting this response because: I never received an email to respond directly to fanatics about this matter.

  Regards,

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

  Business Response

  Date: 06/09/2025

  Dear BBB of ************* and ******* ********,
  
  We regret to hear that the consumer remains dissatisfied with the outcome provided. After further review of the request, we regret to inform the consumer that the account has been marked, and we are no longer able to continue business with the account in question.
  
  While we regret any inconvenience caused, we feel that we have taken appropriate steps to address the consumers concerns.
  
  Sincerely,
  
  Chastity
  Fan Relations
  Fanatics

• Initial Complaint

  Date:05/23/2025

  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.

  Never received a product I ordered. The item was shipped via "roadie" which has no customer service line and I'm going to file a complaint against them too. The item was marked "undeliverable" when I've never once had an issue receiving packages at my address. The delivery driver never even tried to deliver it. Probably stole it. Never left even a notification. Was never even contacted by the delivery service. I tried to contact roadie for over 5 hours and never once spoke to someone even the "callback" feature was busted. Contacted fanatics and the first "fan advocate" ghosted me in the chat. The next one offered no resolution to my issue. The fact is I find it absolutely ridiculous and absolutely garbage that I've spent hundreds though fanatics and the moment I have an issue I basically get told I have to wait 7-10 business to get my money back. When they can take the payment instantly! I wanted what I brought! Not once was contacted and asked if I wanted store credit so I could I reorder the item nor was I offered a replacement or even to pick the item up. When the fact is the item was shipped from *******! Literally 15mins from my address! The fact is dont use a third party delivery service that outsources deliveries to randos like a doordash order then punish the consumer when issues arises.I will directly buy my braves merchandise from the Braves. Fanatics is absolute garbage and I mean that with every bit of animosity because the way it felt dealing with the customer service was "fuck me and my service" since the item in question was the armed forces hat that I wanted for the Braves vs ****** series in which the braves where running a tribute to the military.

  Business Response

  Date: 06/06/2025

  Dear BBB of ************* and ******* ******,
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond to the concerns raised by the consumer regarding an issue with the shipment of a portion of their order.
  
  After conducting a thorough internal review, we identified the source of the issue and have taken steps to resolve it. A full refund was issued for the affected item, and an additional item was provided as a gesture of goodwill in recognition of the inconvenience caused. Furthermore, we are actively working with our delivery partner to investigate the matter and implement improvements to prevent similar occurrences in the future.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  *****
  Fan Relations

• Initial Complaint

  Date:05/20/2025

  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.

  On February 12, 2025, I placed an order for 4x Hobby boxes and Next day shipping for $1484.91. On February 17th, I received an email stating my order was delivered, but I never received the package. According to the tracking, this package was in transit on Thursday the 13th, but it was delayed and never delivered on Friday. I knew I needed to be home to sign the package hence why I chose 1 day shipping for it to arrive on Friday when I was home. Instead, it delivered the following Monday, and I did not sign for it because I wasn't home that day. Its fanatics responsibility to ensure packages arrive the day they say they will, especially when it requires a signature. I contacted support and they created a *** claim and told me to wait. I patiently waited until the investigation was closed on 3/4. I contacted again and they told me they were not able to provide me a refund or reshipment. Furious, I asked to speak with a supervisor who told me she would try to exhaust more options to issue the refund. I contacted via live chat the next day and the memorabilia department representative was very rude from the start. I was told they couldn't provide me a resolution despite the shipping error and waiting all that time for the *** investigation to close. I was advised to file a police report for the package. I asked multiple times if I filed a police report would Fanatics issue me a refund. I could not get a straight answer and had to ask many times. Eventually I was told they still wouldn't be able to provide a refund with a police report, basically telling me to F off. This is unacceptable, there isn't even a delivery photo for me to reference to. I've knocked on all my neighbor's doors and no one has seen the package. I've exhausted all options into finding this package and trying to find a resolution from Fanatics. I need a full refund to be issued immediately, and our business will be concluded.

  Business Response

  Date: 06/02/2025

  Dear BBB of ************* and ******* ******,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the order not being received.
  
  Upon thorough review of the complaint, we conducted a full investigation regarding the missing package to better understand the situation and identify areas for ************** review, we can confirm the package was signed for by the consumer upon delivery. In addition, a *** lost package claim was opened and closed as confirmation of the delivery was provided. The consumer will need contact their financial institution to file a dispute or file a police report regarding their missing package.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  Jordan
  Fan Relations
  Fanatics
  

• Initial Complaint

  Date:05/19/2025

  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.

  On March 7th 2025 I went into the Lids store in ********** to purchase a hat for my daughter. While checking out I saw a hat I also wanted so the associate canceled the order and made a new one with both hats. On march 20th 2025 I was charged for that initial one hat, which I did not initiate. To be clear, I went to lids that one time, initially purchased one hat, had the associate change it to the two hats and then 2 weeks later I was charged AGAIN for the hat I already paid for. I was in contact with multiple different agents trying to get them to fix the problem, and after some runaround I was contacted by ***** ******** who told me I would be getting a refund for the full second order to compensate me for the new debit card I had issued due to this fraudulent charge, and would be hearing something about the refund of the charge from the 20th after they investigated it. This was over a week ago, I have messaged back multiple times asking where the $59.99 refund was and have heard nothing back to this point.

  Business Response

  Date: 05/30/2025

  Dear BBB of ************* and *********** *****,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding not receiving your refund from a duplicate in-store charge.
  
  Upon thorough review of the complaint, we conducted a review of the contact with our in-store team and purchase details to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: informed the consumer of the refund date, provided a timeframe for the refund to post, and provided direct contact information to assist with any future issues or concerns. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including conducting reviews with our in-store team to ensure the correct product is being advertised.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.

   

  Sincerely, 

  Crystal

   Fan Relations

• Initial Complaint

  Date:05/19/2025

  Type:Product 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 originally ordered a phone case on May 9th, when it did not arrive within the promised delivery time I contacted Fanatics via the chat on May 14th. They agreed that since the UPS tracking was still showing the item in Fife WA they considered the item lost as well. I was promised 2 day UPS business since this was a gift and that I would receive a separate shipping confirmation which I did not. I contacted them again this morning to inquire where my shipment was or even if it had been processed as promised. I was told I did in fact receive an email (I did not!). Funny thing is every other order I have placed with them I receive a text message, I asked repeatedly to also receive a test which went unanswered. I was told they would resend the confirmation email which I did not receive. When asked I was told there is would take 24 hours to receive said email. No email takes 24 hours to receive! Then I find out that the promise of the 2 day business shipping is NOT happening. That they requested it but the third party vendor declined to do so. so why did you promise something that you can clearly not provide?? I asked for a refund of the case (with me keeping it) as a good faith gesture for my time (2 hours and counting now) and for being flat out LIED to. That request was also declined. So now here it is 11 days after I ordered a case and I still have NOTHING! One would think after being flat out lied to that the company would want to make things right but that is clearly NOT the case. At this time, I am still requesting a full refund of the price of the case for this whole debacle. Fanatics lies and clearly does not value customer satisfaction. In reading other complaints I am not the only one this has happened to so clearly this company needs to do better. I have screen shots of the conversation as proof.

  Business Response

  Date: 05/27/2025

  Hello, **** ******** and BBB of North Florida,    
  
  
  We've reviewed the complaint regarding the issue with the consumer's delayed package. 
  
  Upon receiving the complaint, we verified that both the original and the replacement package were delayed but were reported as delivered on May 22nd. 
  
  Upon contact with the consumer, we have provided a full refund as an apology for the entire situation, as this order was meant for a gift. We also provided a discount code for a future purchase and advised the consumer to keep the already delivered packages as a further apology. 
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for fans. We feel that the issue has been fully resolved at this time. 
  
  If we can be of any further assistance, please don’t hesitate to reach out. 

   

  Sincerely,    

   *****    
   Fan Relations    

  Customer Answer

  Date: 05/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. They have been more than fair in attempts to resolve this issue.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:05/19/2025

  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.

  Fanatics Collect failed to enforce auction payment policy or release my unpaid auction item There advertised policy, used to attract sellers like myself is not followed I am a seller on Fanatics Collect, which is owned by Fanatics **** I sold a card via auction on May 4, 2025. According to Fanatics Collects stated policies, payment is required within 5 days. I followed up with support when the item remained unpaid after that window. I was then told that the internal enforcement policy is actually 10 days however, even that deadline passed without any ********* of today (well past 10 days), the card has neither been returned to my vault nor marked as defaulted. I received no resolution, timeline, or meaningful response, despite multiple attempts to have the platform follow its own rules. I have effectively lost both the item and any chance of selling it elsewhere due to their inaction.This is not the first time Ive had issues with Fanatics Collect failing to support sellers or communicate transparently. I am seeking:Immediate release of the unpaid item back to my vault Clarification and consistent enforcement of their stated payment policies Reassurance that seller protections are taken seriously Fanatics Collect appears to advertise reliable timelines and policy enforcement, but my experience has been the opposite. I am filing this complaint in the hope of receiving resolution and preventing similar issues for others.

  Business Response

  Date: 05/30/2025

  Dear BBB of ************* and ****** *****,

  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the Fanatics Collect payment policy.

  We raised the consumers concerns with the appropriate department and have been advised that the invoice was defaulted after the due date, and the item was returned to the collectors vault. It has been confirmed the collector has since relisted the item in a subsequent auction.

  This feedback is valuable, and the collector's concerns have been shared with the appropriate teams to ensure improvements are made. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.

  Sincerely,

  ********
  Fan Relations
  Fanatics

  Customer Answer

  Date: 06/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23338905

  I am rejecting this response because:

  it completely misses the point.  Fanatics has a policy of 5 days for paymentso to say well we got it back to you after 12 days all good now is so lax and lazy, and very much in line with the customer service they offer.

   

  the item, after the 12 days delinquency, sold for 130 less than the weekend I had it timed perfectly for.  Fanstics is well aware of,or should be (starting to wonder if they understand snything about the business) how important timing is in the sports card hobby.  NFL drsft weekend offers 30% more views then those surrounding it, and it shows in the 150 I lost by being loyal to them.

  none of that loyalty is reciprocated, and going forwards Ill have to adjust as I can trust neither their policies, their lazy organizational culture, or their basic understanding of what they are doing.

  Totally clueless, tone deaf non response.

  Regards,

  ****** *****

  Business Response

  Date: 06/06/2025

  Dear BBB of ************* and ****** *****,
  
  We appreciate the consumers ongoing engagement in the resolution process, and we regret to hear that the consumer remains dissatisfied with the outcome provided.
  
  After review, the existing policy was followed in this case and we regret any confusion and apologize for the lack of clarity around the time frame.
  We understand your concerns and agree that greater transparency and quicker turnaround times are important. Fanatics Collects teams are actively reviewing and updating enforcement timelines to better support our sellers and help prevent similar issues moving forward. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  ********
  Fan Relations
  Fanatics

  Customer Answer

  Date: 06/07/2025

  To clarify, and why I dont accept

   

  fanatics has a policy stated (and this was a very attractive feature of me bringing my business) that after 5 (important) days, not business days just days, non payment the item will be defaulted and I will be able to get it into the very next available auction.

   

  in actuality, they waited a full 12 days before doing so, remitting it back on a Friday, at which point 3 auctions were missed.  Because the intended sales weekend **** draft, my main thing is football) is a historically (and was this year too) strong sales session, and tapers off, the further from this we get the lower expected sales amount.

   

  the card in question sold initially for 180, however only sold for 35 thereafter in the subsequent auction.  
  

  cut and dry, they did not follow their own policies, it hurt me, and nobody is accountable.

  Customer Answer

  Date: 06/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23338905

  I am rejecting this response because:

   

  your stated policy is returning the item after five days, you e agreed it was returned after 12.  I dont see how the policy was followed here,could you please explain and post the links on your site, currently they directly and completely contradict this response.

  I find this incredible honestly, and regret having brought you more business, its clearly not appreciated.

   

  please stop dancing around your answer, post th policy as listed on your site and then confirm tha5 it was not followed and accountability continues to be absent.

  Or continue to obfuscate, but please please respond to your own policy and please post it here so its clear.  Thats the only response Ill accept, and will 100% clarify my complaint, which continues to be misunderstood tho not should how else I could state it.

  this Failure cost me, your failure

  Regards,

  ****** *****

  Customer Answer

  Date: 06/09/2025

  Weekly Sunday/Weekly Sunday Flash: Buyers have five (5) days to remit payment after an auction closes. Fanatics Collect pays sellers within one (1) business day of completed payment processing. Fanatics Collect issues payments to sellers' Fanatics Collect accounts, from which sellers can use funds to pay Fanatics Collect invoices or initiate a payout request to have funds issued to them.
  

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

  My item was returned after 12 days, please explain why this policy was disregarded, its a major feature of my selling with you, and is attractive but for it anever being followed

   

  please respond only to my case vs this policy, nothing further, is 12 days in violation of this or no?
  

  Ithis is becoming silly and exhausting, and word of mouth on your ineptitude is being passed to everyone I know in the hobby and we are making plans to reduce our end woth you together. 

  Customer Answer

  Date: 06/10/2025

  Customer service and transparency in general are frustrating throughout the fanatics orgother things that customer service has foiled on me:

   

  - fanatics sold me an altered/fraudulent card, which *** rejected.  Fanatics wouldnt provide the reason for rejection, then sent me after a third party (Burbank cards) before confirming it was indeed fanatics error.  This issue was sort of resolved after two days and 5+ hours of my time

   

  - fanstics collect offered me th dealer affiliate program, with a list of perks/benefits.  4 weeks later, i was advised that as a Canadian, I csnt even access any of these featuresagain, selling me something with an inaccurate product listing (this is a running theme).  Literally not a single option is accessible to me.
  

  the theme is, fanatics collect posts info to attract potential sellers/clients like myself, however th posted policies never seem to apply, and the actual un posted, unknown policies take sway and never seem to benefit me.  If these policies were posted, if fanstics was in fact transparent, Id never have come over with the way they do business.  Its deceptive, manipulative, and nobody is accountable when they dont deliver.

  Customer Answer

  Date: 06/16/2025

  Fanatics didnt follow their own policy and wont even respond to the posted policy.

  again, clear that Im not valued, just wish they hadnt lied so much for my biz.

   

  ill submit my other complaints too, but fanatics as an org is unserious about feedback clearly, and this will crush them as an org. 
  

  They followed non posted policies, opaque, pathetic service

  Business Response

  Date: 06/24/2025

  Dear BBB of ************* and ****** *****,
  
  We apologize that the consumer remains dissatisfied with the outcome provided for their Fanatics Collect issue.
  
  We confirmed that our current policy was properly followed. However, we acknowledge that the lack of transparency around the grace ****** contributed to the consumers dissatisfaction. We are actively working to clarify this process and improve our communications to provide sellers with a clearer, faster, and more reliable experience moving forward.
  
  We understand the importance of customer satisfaction and are committed to resolving all issues to the best of our ability. The feedback has been shared with the relevant teams to guide future improvements. While we regret any inconvenience caused, we believe the steps taken have appropriately addressed the consumers concerns.
  
  Sincerely,
  
  ********
  Fan Relations
  Fanatics

  Customer Answer

  Date: 06/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23338905

  I am rejecting this response because:

  response incoherent, but I cant waste anymore time on this.  Company wont respond to what their posted guidelines say and just continue to misrepresent themselves.  

  If anything, the product is getting worse, and the opposite of feedback continues to get implemented.  
  

  Its frustrating as much of their service offering would be good but the customer service, including this experience, is maybe the worst Ive encountered.

  Regards,

  ****** *****

  Customer Answer

  Date: 06/25/2025

  Appreciate the BBB taking note, and wish a resolution was possible.

   

  please note specifically that the org refused to respond to a link and quote from their own website which substantiates my position. 

• Initial Complaint

  Date:05/19/2025

  Type:Product 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 participated in a Bob Evans promotion and received two $20 promo codes, which I used in two separate transactions on the Fanatics website last month. I returned both items in those orders this month, and the refunds to my credit card were processed successfully. The items were received by Fanatics without issue.
  
  According to Fanatics’ policy and multiple conversations I had with their customer service team via live chat, I was told the promo codes would be reissued after the returns were completed. However, I have yet to receive the replacement codes.
  
  Despite following up multiple times, no representative has been able to clearly resolve the issue or provide the promised promo code reissuance. I am now submitting this complaint in hopes that Fanatics will honor their word and reissue the two $20 promo codes that were part of the Bob Evans promotion.

  Business Response

  Date: 05/23/2025

  Hello ******* *****, and BBB of North Florida,
   
  We've reviewed the complaint regarding the issue with the consumer expressing disappointment with our customer care for not being able to provide them with promotional codes after returning the items for a refund, allowing them to place another order in the future. We understand the consumer reached out to Fan Services for assistance and was not provided an acceptable resolution. We were unable to connect with the consumer via phone and have provided further assistance via email. 
  
  Promotional codes were provided to the consumer. Additionally, we informed them that they could only use one discount code per order.
   
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for Fans. We feel that the issue has been fully resolved at this time.
   
  If we can be of any further assistance, please don’t hesitate to reach out.
   
  Sincerely,
  
  ***
  Fan Relations
  
  

  Customer Answer

  Date: 05/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:05/14/2025

  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 hate that this is the case, but for the SECOND time I have been lied to and treated as a fool as if Fanatics has some sort of script they use with customer service. TWICE THIS HAS HAPPENED TO THE TEE:1) I order a product, in this case a $188 jersey (193-7073-3485)2) It doesn't arrive on the date promise (in order email)3) i contact customer support and they tell me that it shipped and the actual delivery date is 2 weeks later 4) I wait two weeks, contact support again and now they are saying it is lost (the entire time *** told me the did no pick up a package with that tracking number, I called the terminal)5) I'm told they'll reship it. It is now an entire month late, I ordered it for a special event and won't be here for another 20 days on this reship (if it'll even come).

  Business Response

  Date: 05/16/2025

  Dear BBB of ************* and ******* *******,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer questions about their package not being received.
  
  In reviewing the order, the replacement order was issued, and it was escalated to the relevant team requesting it be shipped as soon as possible. In tracking the replacement order, we show that it was delivered today.
  
  Due to the inconvenience caused, a partial refund was also provided to the consumer.Additionally, we have provided the consumer with a promotional code for their next purchase. They were also advised that the shipping cost will be reimbursed on the next order once it is placed.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  *****
  Fan Relations
  Fanatics

• Initial Complaint

  Date:05/14/2025

  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 wanted to order an item off the website. the entire website has stickers on the products that says SHIPS FREE but when i went to check out the shipping charge was 11.99
  i reached out to the chat function and they kept pretending they couldnt see the ships free sticker on the page. i checked a few of their different company pages and they all have ships free stickers but still charging shipping.
  i was told by the agent in chat that i can buy something more expensive to get free shipping. i was surprised at the false advertising, not honoring the website and then to upcharge me for what the agent said was the same item buy 10 bucks more.

  Business Response

  Date: 05/19/2025

  Dear BBB of North Florida and ***** ****,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding being charged for shipping despite using a discount for free shipping.
  
  Upon thorough review of the complaint, we conducted a review of the order details to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: We offer an apology with a detailed breakdown of the consumer's charges for this order. We also resent the order confirmation. For the confusion caused, we offered a discount to use on a future order and the policy for discounts. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including explaining how to understand where to locate the discount amount that is deducted.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  ******
  Fan Relations
  Fanatics