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:12/19/2024

  Type:Billing 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.

  Date of Purchase: 12/1/24 Order Number: ****** Description of Item: *** your favorite team or mascot with our ultra soft and lightweight French ***** fabric, perfect for a lived-in feel. The Men's **** ******* Hooded Sweatshirt will quickly become your favorite hoodie. Lightweight 7.2 oz, 66/34 Polyester/Ring-Spun Cotton Pre-shrunk French *****, Men's Sizing, Soft ring-spun snow ******* ****** ***** fabric for a vintage, lived-in feel, Tear away label Also, their website says they PRINT on demand which means they PRINT the item when it is ordered. This item was not printed.....it is a vinyl iron-on which I could have made myself. This is a Christmas gift and it looks so cheap! I reached out to the company to return the item and receive a refund and this was their response.....We are sorry to hear you are unhappy with your recent order. All of our items are printed on demand so we have a limited return policy. We only accept returns/exchanges for:-Items with manufacturer damage or defects -Items damaged in shipment Based on the information provided, the sweatshirt received does not meet this criteria so we are unable to provide a refund. However we understand you are unhappy with the item received so we would be happy to rectify this with a replacement for a different item of equal value. We offer hats and other non-apparel items so if you are interested, please provide a link to the one you would like along with any specifications such as color or size.I never would have made this purchase if the description mentioned it being a vinyl iron-on. The only thing they mention is printing on demand and they're using the word printing!I purchased this item on sale for $43.99 + shipping. The regular price is $72....$72 for a vinyl iron-on is insane. I would appreciate you helping me get a refund.Thank You,******* *******

  Business Response

  Date: 02/11/2025

  Hi *******,
  
  Thank you for reaching out to us through the BBB. We wanted to reach out and provide some of the email exchanges in case you were still interested in receiving a non apparel item as a replacement order. We understand you are not happy with the style of printing technique we use for our items. We believe you mistook our "Printing-On-Demand" as a form of technique as oppose to our sustainable model to help prevent environment waste. We touch upon that in our FAQ page as well if you wanted to learn more about that process. We added the link below:
  
  **********************************************************************************************
  
  If you decide to receive another item from us please just reply to the last email thread, and our agent ********* will be glad to further assist you in deciding what items are available to you. Thank you again, and have a wonderful day.
  
  -***********

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22709216
  
  I am rejecting this response because: i do not like the way your products are made, so i do not want another product. my request is a refund. the shirt is sitting in a closet not even being worn b/c it looks cheap and the design is small.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/28/2024

  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.

  This company sells shirts but if they don't fix they refuse to take the item back and provide a REFUND.

  Customer Answer

  Date: 06/28/2024

  My apologies please see below for REASON for REFUND REQUEST::

  Hello Vintage Brand Customer Service,
  

  Please send a RETURN LABEL for THIS ORDER. 
  REASON:  The ***** COLLAR is TOO BIG. COLLAR SITS TOO FAR AWAY FROM THE NECK. 
  ***** IS ALSO TOO THICK FOR SUMMER TIME. 
  
  Any assistance is appreciated. Thank you!
  V/r,
  **************** (***)

   

  Business Response

  Date: 07/24/2024

  Hello ***, 
  
  Thank you for reaching out to us via the BBB. After reviewing your most recent interactions with our agents ***** and *********, it shows we have attempted to contact you after your initial ticket to try to help in this matter. Unfortunately we have not received a photo of the collar quality issue mentioned, we have only received pictures of the shirts folded in its original packaging. Once we receive an image of the defect, we are happy to either offer a refund or replacement for different items. We also would like to clarify our agent ********* initially offered replacements for different items since you had mentioned being unhappy with the thickness of the shirt for summer. We will send you an email today so please respond to that email so we can resolve this matter promptly. 
  
  We appreciate your feedback and are looking forward to resolving this as soon as possible.

   

  Best,

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

  Customer Experience Manager

  Customer Answer

  Date: 07/29/2024

   
  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. The company has reached out here is my response below. Thank you BBB. V/r, ***.

  Hello *****,
  You are incorrect. The shirt does not fit me and the collar is too big. The collar goes to my mid shoulder. I am a military 20 year veteran and have absolutely no reason to lie. I will give the shirts Goodwill then.
  This is fair. Please provide balance so I can go to the website and select something under what I paid.
  "However, we would like turn this into a positive experience so we are happy to provide replacements of equal or lesser value at no additional cost and you will not need to send the shirts received back to us."
  Do I tell you here what I would like to select. 
  
  Let me know. ***
  
  From: ************************************* <**********************************************>
  Sent: Wednesday, July 24, 2024 5:53 PM
  To: ************************* <*************************>
  Subject: Vintage Brand - Recent Order
  
  
  
  Hello ***,
  
  We are following up on this matter as we have not received a response and would like to resolve the matter with a resolution that benefits both parties.
  
  We noticed in the complaint you mentioned "the company sells shirts but if they don't fit they refuse to take the item back". Based on this information, it leads us to believe there is no issue with the collar but instead that the shirts received don't fit. If that is the case, then we are happy to provide replacements in a different size or item altogether if you are not happy with the fit. Regrettably we are unable to provide a refund if an item does not fit because our items are produced on demand. Our return policy states we only accept returns for damaged or defective items and unfortunately an item not fitting does not fall under this criteria. As a result, we typically would not provide a replacement either as we do include measurements for all of the items we carry on our site. However, we would like turn this into a positive experience so we are happy to provide replacements of equal or lesser value at no additional cost and you will not need to send the shirts received back to us.
  
  If you are interested in the replacement items, please send me the link to the items you would like and any specifications if needed (i.e. size or color).
  
  Let me know if you have any questions.
  
  Best,
  
  *****
  Customer Service Agent
  
  Sincerely,
  
  *** - R *******

• Initial Complaint

  Date:01/12/2024

  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.

  Hello, I received several emails from company regarding sporting items they sold. It's supposed to be a sustainable company with printing on the demand. I thought it was a responsible company. Website did not give specific timeline on how long this printing process would take. Only stated limited communication prior to sending merchandise. I have a relative whose birthday is today and thought they would enjoy a vintage brand gift. Once I placed my order, I received confirmation of my order, an order number and then a message saying my order was being printed.I contacted the vendor ( via its contact us form/ leave message on website) after the holidays the first week of January **** to confirm if the order would be sent this week. No response and I wait. As the birthday is quickly approaching, I send an email to their customer service at ********************************************** on Monday, Jan 08, **** requesting a refund. The birthday is in a few days and I still do not have the items I ordered. No gift! On the birthday, Jan 11, ****, I again email customer service regarding the status of my refund and no response. No significant time deadlines were provided on their website, no notification on the order, simply put, NO COMMUNICATION and I had a deadline for this gift. Radio silent, POOR CUSTOMER SERVICE.HOW TO REACH US Contact Us Order status Delivery & returns FAQ DIRECT MESSAGE We are available to answer questions Monday - Friday 7am-4pm PST. Our goal is to respond to all inquiries during the weekdays as quickly as possible. If you leave a message on the weekend, we will get back to you as soon as we can. You can also reach one of our reps by email. Our goal is to respond to your message as quickly as possible during week days, Monday - Friday. If you send us a message on a weekend we will get back to you as quickly as we can.Email: ********************************************** BUSINESS ADDRESS Vintage Brand **************************************************************************

  Business Response

  Date: 01/19/2024

  Hi *****,
  
  Thank you for contacting us through the BBB. We apologize for the lack of response, we are a small customer service team of 3 members. and had received over **** inquiries in 2 weeks so we did what we could to respond to everyone who had not received their order yet or had issues with their orders. After reviewing your order it looks like our agent ********* has communicated with you as of the 16th of January. We are print-on-demand and do not guarantee items by a specific date because multiple factors or variables can come into play that will impact an order not meeting a deadline. We understand that the item you ordered did not meet your expected timeline and for that we are sorry. We received a high volume of orders after Christmas and our warehouse in TN was impacted by a weather-related anomaly which impacted our production time frame. Since you no longer needed the item our team lead went ahead and canceled and refunded your order. 
  
  We hope you try us again in the springtime when the production turnaround time is just 2-3 business days. If you have any further questions please let us know. Have a wonderful weekend.
  
  Best,
  **************************

  Customer Answer

  Date: 01/22/2024

   
  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:01/12/2024

  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.

  On December 19th I ordered a saints sweatshirt, order ******. I hoped to have it by the time I got back to college, i go back tomorrow and it says its still printing. At first i gave them time, they said if it was ordered between the 12th and 25th of december it wouldnt be printed until the next business day, so I was lenient. Days went by and I started emailing asking for any update from their customer service team. I even used their chat with us feature on their site since no number is listed. The chat feature doesnt even give you anyone to chat with, you submit your information and they never get back, emailing didnt work either, ive send multiple emails and chats to them with no response. I even got an email asking me to confirm that I received my order, thinking this was step one, the email told me if I hadnt that I should be emailing them in ***** hours again, which I did, to no avail. I dont even want the product anymore, even though they offer no refunds

  Business Response

  Date: 01/19/2024

  Good evening,
  
  My name is ********, I am a customer service representative at **********************.
  
  We apologize for the delayed response as we receive high volumes of inquiries. 
  
  All of our items are made to order so they need to be produced before shipping. Because of this, it does take some time before an order ships. It shows your order has been completed and shipped out to arrive on Monday the 22nd. At this time we would be happy to refund 25% of the total amount back to you for any inconvenience this has caused. 
  
  **************************************************************************************
  
  *Be advised that we are currently experiencing inclement weather that is impacting our facility in TN. This may cause a delay in when you will receive your order.
  
  Feel free to reach out if you have any more questions or concerns.
  
  Have a great rest of your day!
  
  -********

• Initial Complaint

  Date:12/19/2023

  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.

  I placed an order with Vintage Brand on 12/6/2023 and it was suppose to ship within 3 days. I have contacted them several times by message on their website and several emails and they will not reply with an order status.

  Business Response

  Date: 01/19/2024

  Good afternoon,
  
  We are following up on the review you left regarding your order placed with **, 268686 - ******************************************************
  
  Upon review, I see you reached out to us using two different email addresses and one of our agents provided tracking info, as the order has shipped; see the attached. 
  
  We are happy to see the items were delivered to the address below on 12/21/23:
  
  ************************************
  ************************
  *****, ** 49655
  *************
  
  USPS tracking link- **************************************************************************************
  
  How did the items turn out? We hope everything is to your satisfaction! If not, please do tell me how I can assist you.
  
  We apologize for the lack of response, we are a small customer service team of 3 members. and had received over **** inquiries in a 2-week span so we did what we could to respond to everyone who had not received their order yet or had issues with their orders. Please reply to the most recent email we sent to you if you have any further questions.
  
  I look forward to hearing from you.
  
  Best
  
  ******

  Customer Answer

  Date: 01/22/2024

   
  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,
  
  *******************************