ComplaintsforSpirit Shop

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We shop here every year, but this year we purchased a costume for my daughter and there is no dressing room in the store and we purchased a costume that the hanger said Large and the costume was actually a size small. We took back the costume a couple hours later to exchange for a different size since it fits a size 4-6 and my daughter is a size 10. The employee said all sales were final were we could not exchange for a different size or even get our money back at all. We had the receipt. So we had to buy another 50$ costume and as soon as we get in the car to leave we take the brand new costume out that we just bought and both the eyes to the costume fall off and we still cannot take that costume back. Almost 100$ was spent on costumes at this store and it is sad we couldnt even use the first costume and the second costume was messed up as soon as we buy it. I had to go buy super glue for the new costume.

  Business response

  11/05/2023

  Hello,

  This customer has the wrong company.  We're an ecommerce store located in *******, ** and we don't sell costumes or have dressing rooms or retail stores. We print spirit wear for schools across the country. All orders must be placed online. They are then printed on demand and shipped to the customer's location. 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our Spirit Shop order #**A3B3C3CA3 says the package was delivered on October 11, 2023 by **** (tracking # **********************) but we hadn't received it. We contacted ****************************************** & complied with their request: we checked all around our mailbox area, side entrances, and with other members of the business who may have brought the package in. We also checked with our local post office but still no package located. On Monday, October 16, 2023 the package was located but with nothing inside. We returned the packaging that was found with nothing inside to SpiritShop as the business requested via *** tracking number J2302071003 that was delivered to *******, ******** on Tuesday, October 17 at 9:49 a.m. and received by ***** We needed order #**A3B3C3CA3 (****** 3XL Dri-Fit) by Friday, October 13, 2023 for an event on Saturday, October 14, 2023. We requested credit our account $33.38.*************************** *****************

  Business response

  10/26/2023

  The **** tracking for order 59A3B3C3CA3 does show the package was delivered October 11 at 12:14 pm. *****************************************************************************************************************************. In the event the package was stolen from customer's property after delivery, we can offer a replacement order at 50% off, but we do not provide free replacement or refund when tracking indicates the package has been delivered. If the customer is interested in the half-off replacement, he may contact ****************************************** for instructions on how to proceed.

  Customer response

  10/26/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***************************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 1/4 zip sports shirt with a custom logo for $65 on Sept 18, 2023. It arrived quickly however the desired logo is illegible since the print is so small and blurry. I have sent the Spirit Shop customer service 2 emails concerning this asking for a refund. To date they refuse to even reply. They dont list a phone number anywhere that I can find.

  Business response

  09/27/2023

  Hello, We have received only one email from this customer on September 20 requesting that the order be cancelled. We replied on September 20 at 2:11 pm letting the customer know that orders may not be cancelled once submitted as they immediately go into production. The order shipped on 9/20 at 9:06 am. *****************************************************************************************************************************. We don't take returns since everything is custom printed on demand, but we'd like to help the customer out and can offer a replacement with a different logo at 50% off. The logo the customer originally selected is a distressed logo meaning it is intentionally crackled and blotchy.  There are numerous logos to choose from on the site and most are not distressed styles.  If the customer chooses to take advantage of the 50% replacement offer, we would also advise he edit the text from ********************* Warhawks to something shorter as that is a lot of text for a small left chest design. We recommend AHS Warhawks or ************. Customer may contact us at ****************************************** and we'll be happy to assist him with the 50% offer.

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I sent 2 emails to Spirit shop requesting a refund for their poor quality and lack of any description or direction on their website, the first email was sent on 9/21 and another on 9/24 after they failed to respond to the first. They are not truthful when they say that I never sent them an email complaining about the logo not being legible. You can read the logo when it is 6 or closer to your eye. I did try to cancel the order within 24 hours or less from placing the order after reading all of the negative comments about Spirit on the internet. I guess the comments posted are all true. No one should do any business with this company.

  Since we seem to be on the opposite ends of the resolution spectrum Id be willing to meet in the middle with a comprise of receiving a 50% credit on the original order. I am not interested in ordering anything else from this business? In return I will agree to not post any negative reviews on social media concerning this issue. Perhaps going forward they should show a limit on the number of characters up front instead of after the fact which would have avoided this issue.
  
  Regards,
  
  *******************

  Business response

  10/04/2023

  This is not something we would refund as there was no error on our part. Customer received the product and design he ordered as shown in his order confirmation. Our return policy is clearly listed on the website indicating we do not take returns or do refunds for customer errors. Again, we're happy to offer half off of a replacement with customer's choice of different logo

   

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Giving me a discount on additional purchases from a company who isnt concerned about the quality of their product or interested in resolving customer complaints isnt an acceptable resolution to me. Why would I buy any more from them after what I experienced?
  
  Regards,
  
  *******************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction aug 9,2023. Bought two shirts. They are terrible quality first off. And I would love to return them both but at minimum the one is supposed to fit a women XL and its probably a womens small. Very terrible sizing. I want to return it for a refund! They want me to buy another shirt and get 50% off instead. Spend more!!? No way! I want a full refund.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered some items for my Son. Never received the items. Filed a police report and emailed it to them. They will not do anything. They keep asking for a letter from the post office stating ***** made a mistake". I contacted the post office and they will NOT provide such a letter. The package was either lost or stollen and the company is taking no responsibility. They need to file a claim with **** and they REFUSE.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered WHITE lettering on polo shirts. Lettering was GREY on shirts I received (see attached photo). When placing order on spiritshops website, the white lettering option showed as white by any reasonable definition / standard. The grey lettering on the shirts received were clearly grey by any reasonable standard / definition. *** from spiritshop refused to process a return/refund. Horrible company / customer service. Cant call - only email communications which are not prompt.

  Business response

  03/07/2023

  We have reviewed the pictures from the customer and as explained to the customer via our email response, the white ink used is not guaranteed to be as bright as the fabric color used by the manufacturer of the garment for the sleeve accents. Replacing the shirts with white ink would not produce a different result as what the customer received was white ink.  We have offered to replace all shirts for the customer free of charge if he would like to choose another ink color since he's unhappy with white. We offer 15 other ink color options besides white. ***** would probably stand out the most, but he may choose any other color (other than royal blue which will not show up on a royal blue garment).

  Customer response

  03/07/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I want WHITE and since the vendor's WHITE is not white - it's GREY - I want a full refund, which they have refused to provide. A full refund is the only acceptable resolution. 
  Regards,
  
  *********************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #A3FD807DA82 with a promise from Spirit Shop that it would be delivered before Christmas.On December 20, 2022 I received tracking information that the package had left a *** partner facility in ****, ** and was on it's way to *****This facility is about 30 minutes from my home.There were other packages from collegues of mine that were placed on the same day as my order, who all received their package on December 21, 2022 with the same tracking info on December 20, that their package left the *** facility on it's way to ***** Their packages were delivered the next day by *****I have contaced both *** as well as **** and neither company claim to have the package and both companies have suggested that I contact Spirit Shop to re-send the items.I have contacted Spirit Shop on 5 occasions keeping them updated of my conversations with *** and **** and requesting that they re-send my items. They have replied each time stating that the package is in transit from *** to **** even though both of these companies has stated they don't have the package. Spirit Shop will not take responsibility for the items being lost in transit.At this point I would like for Spirit Shop to overnight my items immediately as well as provide a refund for all of my effort, stress, time and frustration in this matter.

  Business response

  01/03/2023

  Hello, the notation on our website stated holiday delivery was possible but not guaranteed.  The shipping fact page on the site clearly lists the time frame for each of the 4 shipping methods we offer in addition to the 2-5 business days for production. This customer selected Economy shipping which is 4-8+ business days.  Unfortunately at the holidays it is more likely to be over 8 business days due to the heavy volume of packages handled by the post office. The package shipped on December 18 and the **** tracking indicates delivery is expected tomorrow (which is the 10th  business day as there was no postal delivery on Monday, Dec 26 or Monday Jan 2 as those were the observed holidays since the holidays fell on a Sunday.  Tracking showing the estimated delivery date of Jan 4 may be found here:  *****************************************************************************************************************************

   

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On November 27, I placed an order, subtotal, $106.85, tax ****, and ***** for overnight shipping. Then, I emailed the store and asked them to put the proper logo for the school because that was not an option, but it had changed. I did not receive the order until Dec. 2, and it shows shipped on November 30, three days later. Then, two shirts were sized wrong, and they all had the wrong logo. I kindly reached out to them, and they told me they do not do refunds; overnight does not mean overnight. This is ridiculous and I am not out almost 150 with no shirts. I can't afford this mistake that was on them. My child now has no shirts and I have no money to buy them because of this unprofessional company.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My transaction with spirit shop was for $149.33 placed on October 31, 2022. I order 2 sweatshirts and 1 duffle bag all personalized. One sweatshirt was cancelled due to being out of stock. They are saying they shipped the other 2 items. If I track the items they say they were delivered and handed to an individual. There would have been nobody at our house. When I contacted the business they are telling me they can't give me a refund or resend the items.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Ordered 2 jackets:1. first item sent was a bait and switch, not the correct brand or model and completely the wrong size.2. second jacket is wrong 2 sizes smaller than the size i ordered contacted the company, will not take phone calls, emailed 3 times in 2 weeks NOT RESPONSE.I NEED BOTH jackets replaced, willing to return THIER mistakes.PAID over $90 to get the sizes and jackets i ordered.....what them to correct their errors!!

  Business response

  10/04/2022

  Customer placed 2 separate orders for two different products. The first order, order 876A74E4A14 placed 9/5 was for a royal blue/light oxford size large Embroidered Team Jacket, item JP56. The second order, order 0DFA8A6148D placed 9/9 was for a purple/white size XL Sport Tek Colorblock Raglan Jacket, item JST60. If customer received an incorrect product for either of these orders, she should email ****************************************** along with photos showing what she received in error and she should reference the order number.  We'll be happy to replace the item. We've received no emails from her to date, and we're not available by phone.  As another option, she can fill out the contact form on the site, but she won't be able to attach pictures initially. Once we respond, she can then attach pictures to the response. We do not require incorrect items to be returned.

  Customer response

  10/06/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that if they replaced the incorrect product with the products ordered that would resolved the complaint.   HOWEVER I HAVE contacted their customer service department (it can only be done by email) AND I HAVE provided photos of the incorrect products.   For your reference, I have included the last email I sent to them AND photo copies of the incorrect products.
  
    I have emailed customer service at **************** 5 times AND sent photos of the incorrect items. I have received no contact or response from Spirit Shop, or their customer service department. 

  ---------- Forwarded message ---------
  From: **** **** Kulander <**************************>
  Date: Wed, Sep 28, 2022, 6:19 AM
  Subject: photos and invoices
  To: <******************************************>
  
  
  4 attempts have now been made to your customer service department in an effort to get you to correct your errors. Attached are photos of the INCORRECT products sent to ***** blue jacket i ordered is a ************** JPn56 jacket advertised on your website, not inferior quality and smaller sized Chinese jacket.  The purple jacket ordered was to be a size XL, and you clearly sent a L.  Both need to nbe replaced for the correct items that were ordered.
  
  
  Note: this communication is being sent from my iPad; please excuse any typos and/or grammatical auto correct errors within
  
  Regards,
  
  *************************

*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. ↩