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:02/15/2025

  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 submitted a customized sweatshirt order. The online design tool was confusing as it relates to what color fonts go on each part of the design. As such, I submitted a question about this the moment that I submitted my order, b/c I wanted to make sure I did it correctly. No one got back to me until it was too late, days later, and the order was already going for automated fulfillment. Even though, my order was submitted at 10:45am on a weekday/non-holiday. I would have called immediately but the company does not have a phone number, only an online email tool. The sweatshirt was delivered and customer lettering was the same color as the background, and hence, invisible. When I tried to get the company to correct it, I was ignored. I understand that not every company wants to pay for phone call taking customer service agents, and thats fine, but when customers are trying to reach you real-time to address a concern about a product, and the company has not made itself available to correct, an accommodation to the customer should be made. I am hopeful that someone (a leader) at the company gets this and wants to make this right, or at least have a conversation instead of trading/ignoring email messages.

  Business Response

  Date: 02/17/2025

  We're sorry the customer isn't pleased. Our print fulfillment center has night and weekend shifts, so products do upload into the automated queue which is why changes may not be made after submission as indicated in the change & cancel policy:  ********************************************; We'd like to help the customer out, and can offer 50% off a replacement if he would like to reorder the same product with a change. If he's interested, he may reach out to our customer service at ****************************************** for assistance.

   

  Customer Answer

  Date: 02/22/2025

  [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 am requesting a 100% refund, not 50%. There should be a system for quality control and a way for customers to reach the business besides an online message tool that isnt tended to frequently enough. This needs to be made right, not halfway right. 
  
  Regards,
  
  ****** **********

  Business Response

  Date: 02/24/2025

  We are always happy to replace items that do not match what appears in the customer's order confirmation, but we do not offer refunds and as the received product matches what the customer ordered, it's not eligible for full replacement. Again we can offer 50% off a replacement if customer wishes to reorder. Please refer to the return policy and the policy regarding changes here:  **************************************

   

  Customer Answer

  Date: 02/24/2025

  [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:
  
  The company wont take responsibility for not having accessible/responsive customer service capability. I had a question about product design as I was ordering but couldnt get it answered; as such, I didnt get what I was intending to order. 
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased items from spiritshop.com on December 4, 2024. The order contained 3 jacket/sweatshirts, 1 t-shirt and a custom blanket. The items arrived today, December 13 and I am gravely disappointed in the quality of not only the printing but particularly the blanket. The blanket is just a piece of fabric with a computer image printed on. There are only hems on the blanket on two sides and the colors on the blanket are much different than pictured online. I was planning on giving the blanket as a gift but I will not be able to now. The screen printing is atrocious on all items. The logo on the shirt and sweatshirt are not centered (I measured to check). The t-shirt was supposed to be unisex but it is a women's shirt and very small. I cannot give that as a gift either. To top it off they don't offer refunds and I don't want replacement product for something that is bad quality to begin with. I do not recommend this company.

  Business Response

  Date: 12/15/2024

  We're sorry the customer is unhappy with her order. We don't take returns since everything is printed on demand, but we're happy to replace any items that are defective. The customer may send photos showing any product defect or print issue and we'll send replacements. No need to return the originals. For items that don't fit, we can offer a new size at 50%.

  Customer Answer

  Date: 12/16/2024

  [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

  Date:12/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misrepresentation of items. Ordered a polo shirt and received a completely see-through item - absolutely not wearable. Business wouldn't take returns. I have never seen a shirt like this made of fabric like this - would never have imagined this is what I'd get.

  Business Response

  Date: 12/05/2024

  We're sorry the customer isn't happy with the fabric of the polo shirt she purchased. Unfortunately we don't take returns or offer exchanges since everything is printed on demand. The return policy is clearly listed in the FAQs. **************************************. Each product has a product description and details which include the fabric content of the garment. We'd like to help her out and can offer a replacement for another polo style or brand at 50% off. If interested, she may contact ****************************************** for assistance.

• Initial Complaint

  Date:12/04/2024

  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.

  Purchased 8 jackets (***** each) on 11/20. On 11/27 received my order, but only 6 jackets. Wrote company about missing jackets and was informed at that time they only had 6 and refunded me for the missing two (my refund posted day I received order, 11/27). I was never informed prior to about the change in my order, was never given the opportunity to cancel the jackets/modify the order so they could accommodate 8 of same item. I have written several emails to company explaining above, how what I ordered is not what I received, I am requesting a refund for the jackets sent as the order is not whole, I can do nothing with 6, I will return the 6 jackets, and they are refusing to issue me a refund (approx ****** for the jackets)

  Business Response

  Date: 12/04/2024

  We're sorry the order couldn't be fulfilled in full. The customer may return the 6 jackets for a refund.

  Customer Answer

  Date: 12/09/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  The business offered to refund me my money for the jackets. I returned them last week and am waiting on my refund.

  Regards,

  **** *****

• Initial Complaint

  Date:08/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/12/24 I placed order for ~$75. I added 4 shirts to the cart, all the same design. Then went into the cart and modified 2 of the shirts to a different color. And deleted and replaced 4th with a different style and design. Verified my choices then I clicked finish checkout and it loaded into a differently browser. I put my card information in and checked out. Checked my email for confirmation immediately after and noticed 3 of the shirts on my confirmation changed back to the orginal changed shirts. So I IMMEDIATELY emailed the company explaining what happened. Their only response 24 hours later is they don't do refunds or changes. Very poor way to handle customers, and accidental webpage malfunctions outside of our control. I've yet to recieve the items so therefore shirts aren't done. Very easy to cancel the order and allow me to place a new order of even greater value. They however do not care about their customers. Do not waste your money here.

  Business Response

  Date: 08/13/2024

  Unfortunately because of the nature of our automated production process and the fact that everything is custom printed on demand, we cannot accommodate changes after order submission.  Information regarding changes and cancellations may be found in the FAQs:  ********************************************; We'd like to help the customer out and can offer replacements at 50% off, but the original order is his to keep. If he is interested, he may reach out to the customer service team.

• Initial Complaint

  Date:11/03/2023

  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.

  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

  Date: 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

  Date:10/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/26/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/15/2023

  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.

  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

  Date:04/15/2023

  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.

  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.