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:02/19/2025

  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.

  Order placed for a Cherokee scrub jacket that I have worn for a long time in a size XL for women. The items that were sent were XLG/Tall not a regular size XL. Order Number ********** Order date 2/8/2025 Colors were Navy and Royal cx4350. The items apparently cannot be returned because they have embroidery on them. I paid $60.45 I would expect to receive an exchange for the correct size if at all possible.

  Business Response

  Date: 02/19/2025

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

  We recently received your complaint through the Better Business Bureau regarding your order containing the incorrect-size Cherokee scrub jackets.We appreciate the opportunity to address your concerns.
  Upon reviewing our records, we confirm that our system reflects that we sent the items in size XL, not XL Tall. Additionally, the item CK4350 (************************************************************************************************************)does not come in a Tall Option. At times, manufacturers update their sizing or labeling, which may cause differences in how items are marked or fit. However,we understand your concerns and want to ensure you receive the correct item.

  Unfortunately, we do not see any prior contact attempts from you regarding this issue, please know that our dedicated team of **************** Specialists is more than happy to assist you in resolving this matter via phone, chat, or email. To better understand what may have happened with your order, we kindly ask that you email us at *********************************** with photos of the inner tag showing the size of the garments received. This will allow us to verify the details and determine the best way to assist you.

  We sincerely apologize for any inconvenience this may have caused you, your satisfaction is important to us, and we look forward to assisting you. 

  Customer Answer

  Date: 02/19/2025

   
  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:03/14/2024

  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.

  Ordered Scrub pants 2/8/24 order# ********** total cost $ 33.99Measured by theyre measure guide for size. Received pants on 2/24/24 tried on the waist was way too big and Length was off too short! This was order per their own measurement guide. Call 2/26/24 explaining situation and the fact that this was a promotional gift card which has been shredded so need another way to reimburse me. I was told no problem for me to send back *** the cost for me again to send back is $18.57 on top of pants so only getting back under 1/2 cost of pants. On the return paperwork explained purchased with promotional card and not to reimburse back on original card its shredded/gone! Please issue check or contact for another way. Tracked *** arrived Mon 3-4-24. Called the number ************** was told they are backed up &working on 3/1 to call back. I received email on stated received and credited back to card (which was the promotion card - shredded) in amount of *****! I called 3/5/24 to advise I called ahead he confirmed the note of same on my acct. card destroyed need another way to process reimbursement.. Advised he would email reimbursement **** to issue me a check! 3/5 received message that they working on it! On 3/11/24 called back for status still working on allegedly email only just sent, stated no it was sent on 3/5 recd mess. Confirming. Wanted a supervisor waited 25 min never could get a free one. Explain the cost of shipping pants on me and e mailed copies for alleged consideration of reimbursement?? She then asked for my bank card to req reimburse back to my card immediately was hesitant but seemed genuine so supplied it. To date still no reimbursement! And now concerned about bank card # supplied and realized this might not be a legit company and am out ***** plus fear of my card # supplied. Please help me thank you

  Business Response

  Date: 03/14/2024

  Dear BBB,
  
  We are so sorry to hear about Ms. ***************************** poor customer service experience and appreciate that she took the time to share her concerns. We strive to delight our customers each time they shop with us, and we failed to do so on this occasion.
  
  Since ****************** used a ****  Gift Card and no longer had it in her possession, the refund was delayed because it was initially processed to the same gift card she used; as is customary on e-retail orders. 
  
  Were pleased to report that her card ending with 3628 has been credited back with a total refund of $57.02 ($38.45 for the returned items + $18.57 for return shipping paid).
  
  Please note: If the card number ending with 3628 is a credit card, allow up to 5 business days for a refund to appear on her credit card statement. If the card is a debit card, please allow up to 10 business days for a refund to appear on the bank statement.
  
  Again, we do apologize for the inconvenience and assure you that your experience is a rare departure from our very high service standards. It is our sincere hope that you will give us another chance to delight you by shopping with us again soon, so you can experience our normally outstanding service and merchandise quality first-hand.
  
  Did we answer your concerns? If not or if theres anything else we can help you with, we will be happy to assist *******************************, she may contact us by email, chat, or call:
  
  Email address:  ***********************************
  Chat: ***********************************************
  Phone: ***********

  Customer Answer

  Date: 03/15/2024

   
  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:09/13/2023

  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.

  On Sept 9, 2023 I placed an order for some scrubs through their online site. I was charged $149.73 to my debit card, as authorized by me, ending in 18**. On Sept 12, *********************************************************************************** a 20% discount on another pair. I selected that item quickly and replied to their email. The difference in price was $2.19. Instead of charging me the difference, since they were already holding my $149.73, they now charged me ANOTHER $151.92 on Sept 13. The first issue is they attempted to charge that to my AmEx, which was not authorized for this order whatsoever. When that was unsuccessful, they again debited my 18** card for another $151.92.When I reached out to the company, I had a chat with a CS Rep **** who denied my AmEx was charged (while it clearly was) and says they only charge when they ship and that I should contact my bank to ask them to release the $149.73. No other company that I have ever dealt with (and I do a LOT of shopping online) has ever charged me twice except Uniform Advantage. There is a flaw in their system, if they are out of stock (which apparently happens frequently) they won't charge you the difference, they will charge you AGAIN and you are supposed to be the one who fights to get your money refunded or wait **** business days for the authorization to fall off. See, even if I had said just complete the order as you have available and not selected new pants, they would have charged me twice because the total had changed. I had this happen two years ago, too, and it was on my AmEx and I had to dispute the charges. This time, it was flagged as fraud and they did not get that money. Currently I am out over $300 for an order that cost half of that and apparently it is on me to contest their poor accounting practices. No apology, no "let us release that first authorization", nothing. I will never do business with them again. I need that money to live & feed my family. They are wrong for this.

  Business Response

  Date: 09/13/2023

  Dear BBB Team,

  
  We take our customers satisfaction very seriously and we would be glad to address this concern.

  Our customer placed an order with us on September 9, 2023. This order started processing on September 12, 2023. This is because we only process orders during business days. Unfortunately, we found out that one of her items was not available and we sent her an email on the same day; the customer replied to our email the next day indicating her choice for the replacement item. The replacement item had a higher cost than the original item. The item that was not available is style #CK4200 Turquoise which had a price of $19.99, and the new item; style #BSS336 had a price of $22.02, including the 20% discount.

  We truly apologize for not having an item available and we understand this *** be an inconvenience to our customers, however, this is why we offer an extra 20% off any replacement item; the discount was applied to the new item that our customer added to her order, resulting in the price of $22.02.

  Regarding the customer's charges, the pre-authorization amount will show based on the initial order amount; the initial order amount was $149.73, then we had to authorize her card for the new amount because of the changes that were made to the order resulting in a higher amount than the original authorization, and due to this higher price, it resulted in a final charge of $151.92. These authorizations are usually released within 7 to 10 business days depending on the bank;however, we have emailed *************** to let her know we can send her or the bank a release of authorization letter in case she has not received her funds yet

  We understand that having two authorizations *** be an inconvenience to some of our customers, however, this is common practice within online retailers to ensure that the final charge is done correctly based on the merchandise being shipped.

  We hope that this clears up the customer's concern and we will be glad to respond to any other questions or concerns that *** arise.

  
  Best ******************************* Team.
  ********************** Brands

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20596341
  
  I am rejecting this response because:

  You never addressed why you attempted to charge my **************** that was ABSOLUTELY not tied to this order in any way (the proof was attached to the initial complaint) and again, there are NO other companies that charge the full amount TWICE... or 3 times. The difference was $2 and I should have only been charged the $2, not the entire amount again plus the $2. This makes zero sense why every other online merchant can do this properly when an order changes, but not Uniform Advantage. I had this same issue in October 2021 and I should have learned my ****** them. Even though you are holding an authorization on a card, you charge AGAIN when the order ships... and when you could not double charge before, you held up the order until I paid with another CC (the Am Ex). Just because I authorized a charge in 2021 on that card does NOT give you the right to use it again without my permission. That is criminal. I have checked, I did NOT give you permission to store that card and it was a verbal authorization from almost TWO years ago. There will NOT be a third time. 
  
  Also, there is NO email from you that have this supposed letter to release the hold. That is a lie set to appease this BBB complaint. If you want to fix the problem, at least try to fix the problem. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/15/2023

  Dear BBB,
  
  We truly apologize for the oversight in addressing the **** authorization and at the same time we understand Mrs. ****** frustration, I will explain in detail why that happened below:
  
  Our system stores a Credit Card internal ID which is not a full credit card number but an ID that stores the Credit Card information.This information is not available in our systems per se, but we can charge against it if needed. Rest assured that the credit card number cannot be seen by our agents.
  While most of our customers only use a Credit Card in their accounts when placing an order; regrettably in the customers case there were two IDs available and the agent neglected to verify which card was used and instead used the first one that popped up, being that one the ****. Our agents are well trained, and this is not a reflection of our outstanding customer service, we will make sure this does not happen and we have already coached the agent who made the mistake, and he/she understands the situation and the issues that this careless action caused to ***************. Please accept our sincere apologies regarding this situation.
  
  When it comes to additional authorizations most companies do not allow changes to be made to an order once it is placed, therefore it is hard to see something like this happening. At Uniform Advantage we do allow changes to be made to an order when it is done within the hour. Since there was an item that was not available the order went on hold while we confirmed with *************** for her choice for the replacement item, and since there was a difference of $2.12 over the original authorization amount, a new authorization was created, and this is the reason why she saw two authorizations in her card (plus the one for the **** card). It is important to note that these are not hard charges but pre- authorizations that allow retailers to charge the correct amount when the order is shipped.
  
  If for some reason the $149.73 is not available when the order is shipped the system will reject the order, and since the authorizations are made for the total amount on the same order, we are not able to just make a pre-authorization for $2.19 because we would only collect those $2.19 instead of the full amount. Hence the need for a second pre-authorization. This is customary when it comes to e-retailers and the original authorization should drop from the customers account just a few days later, usually within 7 to 10 business days. It is important to clarify that these charges as the customer mentioned are not real charges but pre-authorizations, only the final authorization for $151.92 was charged against the customers credit card once the order shipped.
  
  We hope that the initial authorization was released by the financial institution by now but if this is not the case, please do not hesitate to reach out to us to issue a release of authorization letter addressed to the bank so it can be released, knowing that we will not be doing a hard charge against it. We cannot issue a Release of Authorization without some information related to the financial institution as we need the name of the institution, fax number, or email to send it to them. Usually, when a customer sees an authorization being held in their accounts, we do send a letter, but this letter must be requested by the customer or sometimes we will proactively offer to send it, it is not something that is sent automatically.
  
  Please accept our most sincere apologies for using a Credit Card ID when we should not have, but this was an honest mistake on the agents part and not something that is common practice.
  
  Please review below the information we got from our system that shows the authorizations made on the customers card:

  Transaction Query Results Report Generated: 9/14/23, 8:44:09 PM

  Proc Date      **** Type                           Amount             Account #                 Order #       Company #     TD #       Auth Cd         Trans Status         Ref #

  09/09/2023    Authorization                      149.73    400022XXXXXX1878    7004935393    105868     106905     595993                Approved           N/A
  09/13/2023    Authorization                      151.92    400022XXXXXX1878    7004935393    105868     106905     780670                Approved
  09/14 /2023    Unconditional Deposit       151.92    400022XXXXXX1878    7004935393    105868     106905     780670                Deposited           N/A
  
  We hope this clarifies the situation, please do not hesitate to reach out if there are further questions or concerns.
  
  Best regards,
  
  Customer *******************
  **********************

• 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.

  I initially asked for an exchange in a size larger. The ignored the exchange form I filled out.The company at hand did not get approval to charge me a return fee of $8.99 when they allowed me to print out a return label, where I was simply seeking the return address. Next, during the refund process my sales tax magically changed from $3.03 to $2.01 during the refund. They have stolen $10.01 from me. As a American customer this shouldnt be acceptable.

• Initial Complaint

  Date:08/31/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order tops from uniform advantage almost every month and all the tops fit fine except the last one was tooniforms I ordered 3X and it fits like a 2X and it cost approximately $43.00. They said that they can't do anything about it because I washed it to wear it to work ******************************* *************************************************************************** Order# ********** Ordered on 8/19/2022.Email is ************************ ************ or ************ Thank you

  Business Response

  Date: 02/10/2025

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

  We sincerely apologize for the delay in addressing your complaint. as it appears the original correspondence may have been sent to our warehouse in ******* and not received by the ************** Managers. This oversight is regrettable, and we appreciate the opportunity to respond now. 

  After reviewing this situation, we have confirmed that the agent provided the a response based on our return policy which states that for an item to be returned, must be unworn, unwashed, and with the original tags. At uniform Advantage, we encourage customers to try on their items upon receipt to ensure they meet expectations. In cases like this, we could have issued a waived return label if the item did not fit as expected for its size. We apologize for any inconvenience this policy may have caused you and we understand how frustrating it can be when an order does not work out as anticipated. 

  As a gesture of goodwill, we would like to offer Free Shipping + 10% discount on regular priced items on your next order. To redeem this offer, call us directly when placing your next order, and we will ensure it is applied. 

  We remain committed to delivering excellent customer service and appreciate customer's feedback, which helps us improve our processes.

  If further clarification is needed, please do not hesitate to contact us. 

  Sincerely, 

  **** ******

  ************** Operations Supervisor