ComplaintsforGameday Couture LLC

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a large online purchase on 4/21/2024.I have made 3 attempts to make a return for 1 item. The item is unworn, tags and original packaging are all intact.Despite contacting this company using the email that they ask customers to use for support matters, this company does not respond to emails and there is no customer service phone number. Their online return portal BLOCKS you from even processing a return even when the customer is within the 30 day return policy. Mind you, I have tried to activate the return way before the 30 days timeline. It just doesn't let you submit a return request online. It is disappointing that this business is treating customers this way by falsely pretending to have a return policy but doesn't stand behind any type of customer service and has an online return portal that doesn't operate as it's intended.

  

  Business response

  05/13/2024

   

  Hello 

  We would be happy to help the customer.  She emailed us about cancelling an order and it was already in production.  The order is eligible for return/exchange via our return center, the customer did not email us to find out why her return would not go thru or how to return the items.  

  I emailed the customer today and provided her with instructions on how to proceed.  We would be happy to help her with this issue.  

   

  Conversation
  
  Via email
  
  Follow-ups #*****
  
  
  
  ***************************
  
  Apr 21 14:51
  To:
  Shop The Soho
  
  Dear Soho Shop,
  Please change my order:
   6608367 
  
  
  Delete items:
  1. ********* Bluejay dedication embellished STAR pullover
  2. ********* blue jays Force Mock Pullover
  
  
  ADD items:
  1. ********* Studded Detail Fleece Front Pocket Hoodie Size Medium
  
  
  2. ********* Bluejays seal of approval fleece hooded pullover Size Medium
  Thank you
  ***************************
  **************************************************
  ************

   

  OUR REPLY BACK: 

  ****************
  
  Apr 22 10:44
  To:
  ***************************
  Show more
  Hi ******,
   
  Thank you for reaching out to Gameday Couture and I hope all is well.
   
  We understand that you would like to make a change to your order 6608367.
   
  Upon checking, your order it is already in production and we are unable to make any changes to your order.  
   
  If you would like to return the items after you receive your order, please go to our return portal.
   
  Click here: **************************************** start a return or exchange.
  Enter your order number and shipping zip code or email address to start
  
  Follow the instructions and select the items you want to return
  Once your request is approved, you will get a confirmation email with shipping guidelines
  
  1. Download and print the return label
  2. Pack all the items to be returned, along with a print-out of your confirmation of purchase email, and attach the label to a box. You can use the box the items arrived in or another box if you prefer
  Feel free to let us know if you have any other questions or concerns.
   
  Have a great day!
  ****

   

   

   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This about Gameday Coulture Not letting me return a Christmas Gift that I received from my Best Friend..I went on their website and followed the return policy..it said to email them and they would get back to me..after I did that..I got a email saying that they would get back to me shortly....that was 3 months ago..I don't have the receipt cause it was a gift...but the shirt was never worn cause it is a large and I take a medium also it was a turtle neck on it and I need a crew neck since I live in the south..too hot to wear....All I want is a prepaid label to send this back and a credit for the amount to their store, to pick out the right shirt...but after calling numerous times!!! nobody answers

  

  Business response

  03/25/2024

   

  Hello Team: 

   

  We receive a gift return request from *************************** on February 21st see below.  We received an email from *************************** asking for more information on January 26, February 14th and February 21st, 2024.  We asked customer for additional information we are not finding any information with her name or the gift giver.  We also asked customer for a photo and full item name.  This could of been purchased from one of our retail partners and we have no way to see what the cost of the item is or even what item the customer received. 

  We would be happy to help with this return we just need to find the item and order.  

   

  I would be happy to help you with your Christmas return/exchange.  
   
  Please provide me with the following information (I have requested this in the last 3 emails, we have to tie this item back to an account or purchaser).  Also, some of the items could be purchased thru one of our retail partners such as Fanatics, RallyHouse, Dick's ******** goods, etc.  
   
  Please send a photo of the item along with the tags that are still attached to the item. 
  Full item description
  Name of the person who purchased the item.
  Email of the person who purchased the item.

  Photo of the item and tags attached.  

   

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

  1ST EMAIL FROM ***************************: 

  
  *******
  
  Jan 26 13:47
  To:
  Shop The Soho
  Social House Boutique
  Show more
  You received a new message from your online store's contact form.
  Country Code:US
  Your Name:
  Email:***************
  Your Phone Number:OTHER
  Your Message:I'm waiting for a label to return my gift...

   

  REPLY TO CUSTOMER ON JANUARY 26TH.

  ***********************************
  
  Jan 26 15:37
  To:
  *******
  Show more
  Hello 
   
  Please provide me with the following information: 
   
  Thank you 
   
  *************;

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

  2ND EMAIL 

  
  Via email
  
  
  
  
  *******
  
  Feb 14 10:49
  To:
  Shop The Soho
  Social House Boutique
  Show more
  You received a new message from your online store's contact form.
  Country Code:US
  Your Name:
  Email:***************
  Your Phone Number:WHAT CAN WE HELP WITH?
  Your Message:you said that before 3x
  We flagged this comment because the From and Reply-to in the messages dont match. Learn more 
  
  ***********************************
  
  Feb 14 20:23
  To:
  *******
  Show more
  Hello
   
  Please provide me with the following information that was sent to you on January 26th.  (see below)
   
  
  ***********************************
   
  Jan 26 15:37
  To:
  *******
  Show more
  Hello 
   
  Please provide me with the following information: 
   
  
   
   
  Thank you 
   
  Marcella 
  

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

  3RD EMAIL FROM CUSTOMER 

  
  Via email
  
  
  
  
  *******
  
  Feb 21 12:53
  To:
  Shop The Soho
  Show more
  Please get back to me NOW.I have a christmas gift that I can not usethe size is too big and I cannot wear it!! I want to send it back
  To you with a prepaid label and maybe you can give me the store creditplease dont say that to haVE GOT MY EMAIL AND YOU WILL GET BACK TO *** HAVE HEARD THAT 3 TIMES OVER..I want to be a good person about thisso please lets resolve this now. Thanks!
  
  ***********************************
  
  Feb 21 13:41
  To:
  *******
  Show more
  Hello 
   
  I would be happy to help you with your Christmas return/exchange.  
   
  Please provide me with the following information (I have requested this in the last 3 emails, we have to tie this item back to an account or purchaser).  Also, some of the items could be purchased thru one of our retail partners such as Fanatics, RallyHouse, Dick's ******** goods, etc.  
   
   Please send a photo of the item along with the tags that are still attached to the item. 
  Full item description
  Name of the person who purchased the item.
  Email of the person who purchased the item. 
  Per our return policy:  
   
  RETURNS & EXCHANGES
  We are bummed that you are not 100% satisfied with the items that you received. We will gladly accept returns for store credit within 30 days of the fulfillment date. Please note that item's purchased at a 40% or more discount are not eligible for return.
   
  RETURN CONDITIONS:
   
  1. Returns must be in original, unused, unworn condition with no defects, no stains, no pet hair, no smells, or any signs that the item has been worn or used, with all tags attached and all packing slips included with the return.
   
  2. Items returned with obvious use, makeup, animal hair, deodorant, perfume, or similar product stains may be subject to refusal.
   
  3. We do not accept returned items that were sent back by you directly without return approval.
   
  4. Jewelry and accessories are not eligible for a return, refund or exchange.
   
  5. Final Sale items or Specialty Items cannot be returned, refunded or exchanged.
   
  6.If you have received a damaged or defective item, please contact customer service at ******************** to inform us of the issue. Please include a photo of the damaged/defective item with your email.
   
  Please note that shipping and handling charges are not refundable. The cost of the return shipping label will be deducted from your refund or store credit. Return shipping costs are not reimbursable with the exception of damaged or incorrectly shipped merchandise.
   
  Looking forward to your response and information so that we can take care of this return/exchange.  
   
  Marcella 
   
  **********************************************************************************************************************************************************************************************************************

  
  
  Who gave you this gift? 
  
  *********************************
  
  
  Which product are you returning? 
  
  NFL team Apparel Phila Eagles gameday ******* shirt
  
  
  How can we resolve it?
  
  Refund to store credit
  
  
  How do we contact you?
  ***************************
  ***************
  
  
  Anything else we should know? 
  
  Tried to contact you 3 times and never heard back from you to send this back
  To handle this request, simply create a return for the recipient in AfterShip Returns Center.

  Customer response

  03/26/2024

  I have reviewed the business response and accept this resolution.  I have reached out to the gift giver and we will resolve this among ourselves...In the meantime you should provide a pre paid label and a store credit and not make it soo hard on your consumers to return a gift.  Thank You

• Initial Complaint

  12/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Terrible customer service. I asked them to cancel my order since it clearly hasnt shipped yet and since I wont receive it in time for the event I need it for. Right when they saw my email to cancel my order they said oh sorry your order already shipped but it didnt. They just printed the shipping label right after asking them to cancel my order. :) super shady company I would never order from them again.

  

  Business response

  12/27/2023

  ******************** wanted the fastest shipping available and we could not guarantee the shipping timeframe.  We provided shipping information.  She sent another email asking to cancel.  This was on a Friday and we answer the emails as in order they come in. Per our our website, if the item in processing and being made to order, we are unable to cancel the order.  We would be happy to refund the customer when we receive the item back, we can send her a prepaid label.  

   

  ORDERS  - Can I cancel/make changes to the order I just placed?
  A - We will work to accommodate order changes within 24 hours of order being placed. Our warehouse works quickly, so we cannot guarantee changes if the order is already in processing. Our hours of operations are 8 am CST to 5 pm CST Monday thru Friday.  If you contact us after 5 pm CST on Friday thru Sunday, your inquiry will be answered on our next business day (Monday - 8 am CST)

  
  *********************
  
  Dec 21 00:12
  To:
  Shop The Soho
  Social House Boutique
  Show more
  Hi! I did the fastest shipping available I was wondering if this item would be in by the 30th? I need it for an event and the shipping didnt say how many days on the site :(
  Sent from my iPhone
  
  Ellyn **********
  
  Friday 12:52
  To:
  *********************
  Show more
  Hi Skye,
   
  Thank you for getting in touch with Gameday Couture. I hope all is well.
   
  I understand you need this item this 30th; however, we are not offering expedited shipping at this time.
   
   
  *EXPEDITED SHIPPING SERVICES ARE AVAILABLE SEASONALLY AND MAY BE UNAVAILABLE DURING TIMES OF HIGH DEMAND.
   
  Orders typically arrive in less than **** business days after being processed. Most orders will be processed within 5-7 business days. Standard orders are delivered by **** Monday through Saturday.
   
  SHIPPING SERVICES:
  FREE SHIPPING ON $99 - 6-8 DAYS
  UPS SUREPOST - 6-8 DAYS
  UPS GROUND - 5-7 DAYS
   
  Thank you for your understanding on this matter. Please let us know if you have further needs.
   
  Have a great day!
  ****
   
  
  
  *********************
  
  Friday 13:04
  To:
  Shop The Soho
  Show more
  Thats okay, can I cancel my order? I dont think it will be here in time. 
  
  Sent from my iPhone
  
  
  
  Ellyn **************
  
  Friday 15:28
  To:
  *********************
  Show more
  Hello Skye,
   
  Thank you for reaching out to Gameday Couture and I hope all is well.
   
  We understand that you would like to cancel your order. 
   
  I apologize that we are unable to cancel, upon checking your order has already shipped. 
   
  Your UPS/****  tracking number is 1Z0R91120316328584
   
  If you would like to return your item(s) after you receive your order, click here: **************************************** start a return or exchange.
   
  Enter your order number and shipping zip code or email address to start
   
  Follow the instructions and select the items you want to return
   
  Once your request is approved, you will get a confirmation email with your return label.  
   
  1. Download and print the return label.
  2. Pack all the items to be returned, along with a print-out of your confirmation of purchase email, and attach the label to a box. You can use the box the items arrived in or another box if you prefer. 
  Feel free to let us know if you have any other questions or concerns.
   
  Have a great day!
  ****
   
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item on 12/9/22 (order #*******). When I submitted the order, the website said I would be receiving the item on 12/21/22. I have not received the item so I decided to check in and see what the status of the order was. I used the Route app like they suggested to track the shipment. No record. I entered my order number on the website to track the order. No info. I called the customer service number. No answer, just a recorded message with business hours (which I called during) and no option to leave a message. I have emailed, sent a Facebook message, and an Instagram DM and have yet to hear from anyone. It seems like this is a recurring issue with this company. I ordered this in plenty of time to have by Christmas, according to the website. Now I will not be able to give this gift to someone who was very excited when she first saw it.

  

  Business response

  01/18/2023

  Business Response /* (1000, 8, 2023/01/05) */ We reached out to the customer to rectify the situation. We have been in contact with the customer, but are awaiting their final decision on how we can best resolve it for him.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a sweatshirt. It arrived used and stained and stained in multiple locations. I would not recommend this company at all.

  

  Business response

  12/29/2022

  Business Response /* (1000, 8, 2022/10/05) */ We do include a slip within every order, explaining that our Gameday designs are made to order, rather than on current stock, as well as referencing some fabric discoloration potential with printing process that washes out easily. In any case, the customer was refunded, and a replacement item has been sent. Consumer Response /* (2000, 11, 2022/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company sent a new shirt. I am satisfied with this outcome.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an order for 2 South Carolina Gamecocks t-shirts on September 5, 2022. Order #XXXXXXX Tshirt 1-Muscle tank Quantity 1- total $40.99 Tshirt 2-High Neck Crop Top Quantity 2 total $32.00 The subtotal came to $62.88 with shipping $69.87 Order total minus discount code (AUSYT- 11.99) On Sept 14, 2022 I reached out to Game Couture as I had not yet received an email with tracking or any type of shipping notification and received a generic response from Samantha, telling me to expect my order within 7-14 business days. On Sept XX XXXX XXXpm I received an email from Gameday couture notifying me that my item has shipped through USPS tracking number XXXXXXXXXXXXXXXXXXXXXXXXXX. This tracking number through the USPS is invalid as the items were never received by the USPS. On Sept XX XXXX I reached out again regarding the non valid tracking number and my items and received yet another tracking number, this time through UPS that is not valid as well. Upon inquiring about a refund I received yet another generic response regarding their refund policy and only store credit issued once I return their merchandise. Yet, they fail to actually mail the products I have since purchased.

  

  Business response

  01/04/2023

  Business Response /* (1000, 8, 2022/10/07) */ Our records show that the day after the customer filed this complaint, her items were delivered. We have attempted to reach out to the customer to seek a resolution however, we have not received a response.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On August 30th I ordered 3 shirts for the start of football season. I figured I would have them by week 2, September 10. As of September 12, I still don't have the items and when I emailed customer service to inquire about their 14-20 day fulfillment times my only response was a link to my tracking info. I know how to track a package, this is the second time I have had extreme shipping times with this company and I wanted more Info. I will never order from here again after reading the reviews and poor customer service.

  

  Business response

  12/22/2022

  Consumer Response /* (2000, 10, 2022/10/01) */ The company VP contacted me and was very receptive to the feedback and what steps they were taking to improve customer service. I will continue to shop at GameDay Couture.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased $184.55 worth of merchandise on 8/20/22 (4 items). My order number was XXXXXXX. When I received my order on 9/2/22, I was surprised to find that the items I received are not what was advertised. The quality was horrible and two of the items were not even the same cut as the pictures on the website. The neck holes were huge, the sleeves were 2x shorter and the color looked different, maybe because the fabric was thinner? It's like they put pictures of high quality shirts on the site to get you to buy, then ship you horribly cheap and completely different merchandise. The sizing was also inconsistent between items. When I contacted them about issuing a return, they said to refer to their return policy which states they only offer store credit. I don't want store credit to buy more crappy items. I want my money back. I feel that this company is fraudulent and non-trustworthy. I have returned the items to them and this is the USPS tracking number: XXXX XXXX XXXX XXXX XXXX XX. I would like the company to do what is right and refund my money to my original form of payment. They shouldn't be able to get away with catfishing/defrauding customers.

  

  Business response

  10/14/2022

  Business Response /* (1000, 8, 2022/09/21) */ We were pleased to work with this customer to issue a refund and provide recommendations for styles that we hope are better suited to her needs and preference.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Louisville cropped t-shirt and received an item that looks nothing like the item they are advertising. I was confused and first called multiple times the number they listed for customer service, no answer so I emailed the company for help. I asked if it was the correct item or if I had received the wrong item but could not find the item they sent me on their website. They ignored my questions and sent me a generic email about returns and I would only receive store credit. I asked again if the item (with photos) was correct and if it was, I would like my money back to my credit card since it was false advertisement. The email I received back was no words and only a line of laughing emojis. This company is stealing peoples money and is a scam. USPS tracking number -********************************* Order number - ****************** Barcode - ********

  

  Business response

  05/03/2022

  Business Response /* (1000, 10, 2022/04/21) */ The customer was directly contacted via phone and e-mail on April 5, 2022 to resolve any order issues/complaints.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of Transaction: Nov 28, 2021 The Route app is supposed to track the order. No information has been sent to the app. When I search for my order on the websites own order tracking/look up-- it says there is no such order. I've emailed the company, gave them a week to respond. I've received no response. I used the chat bot on the website and have heard nothing. I tried to contact them over Facebook, it's been over 24 hours and nothing. My payment went through ****** Pay, so I used the "dispute" feature, and the email provided to ****** to contact the retailer is incorrect and bounced. I want my money back.

  

  Business response

  04/25/2022

  Consumer Response /* (2000, 12, 2022/04/20) */ Consumer confirmed the complaint was resolved.

*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. ↩