ComplaintsforVarsity Brands Holding Co.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/22/22 my return was delivered via Fed Ex to the Varsity warehouse. I have been calling since October to check on the status of my refund of $109. I have waited on the phone for 20 minutes each time. I have sent I unanswered emails to customer service. Over the phone, I get a different person who looks up my tracking number then contacts someone, then tells me it takes up to 6 weeks. Every time I call, that is what I get, except the time for a refund goes up. On October 21st, they opened a claim, I was told. I have yet to hear back from that.

  Business response

  02/24/2023

  Business Response /* (1000, 5, 2022/12/05) */ customer has been contacted Consumer Response /* (2000, 7, 2022/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally got my refund and apology. It only took 2 days after my complaint. Even though I had been dealing with this on my own for 3 months. Thank you better business bureau!!

• Initial Complaint

  10/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9-9-2022 I ordered $568.81 worth of personalized clothing from fan cloth.com. I ordered this clothing to support my son's Varsity cross country running fund raiser. My son told me 2 days ago that he had just found out that the orders will not be sent out until January 2023 the earliest.

  Business response

  12/12/2022

  Business Response /* (1000, 5, 2022/10/10) */ customer has been contacted

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered two shirts from Fan Cloth on August 4 and was immediately charged $79.75. I have just received them today, September 28. I had them personalized with my granddaughter's name and number for her volleyball team. The season is over, and I didn't get to wear them to even one of her games. I emailed them repeatedly and called them and asked to cancel the order. I never received a response to any of my emails, and was told that they couldn't cancel the order when I called them.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/30) */ customer has been contacted Consumer Response /* (2000, 7, 2022/10/06) */ My complaint has been resolved. Thanks so very much for your productive intervention!

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #******** placed April 18, 2022. On the order form the size is SML or the choice of XL. It was impossible to choose Small medium or large so i figured it was one size. Shirt arrived in small and when I called the representative said it was assumed this was small. The leggings came defective, with strings loose down the legs. I asked them only to make the shirt right, but they said they only have 2 sizes, small or XL. They refused to exchange. This company produces poor quality merchandise and has terrible customer service.

  Business response

  06/10/2022

  Business Response /* (1000, 5, 2022/05/10) */ Customer has been contacted and fully refunded for incorrect items. Consumer Response /* (2000, 7, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for making this right.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sent the wrong size item and an item that is label 2xl is not actually 2xl. We sent in an error report and is getting a run around. I just want a refund. Our order no is XXXXXXX. No one will just give us refund for their mistake and mislabeled item. The athlete name is ****** *****. This issue has already been submitted to the company.

  Business response

  03/14/2022

  Business Response /* (1000, 6, 2022/02/20) */ Hello ****, I am sorry to hear that the item did not fit properly. I have looked up the account information you provided and do see that we processed a refund for $29.15 on 2/17 for the cotton long sleeve black tee. This refund usually takes 3-5 business days. If this is not the item with the incorrect sizing, please reply back and I'm will get a refund processed for the correct item. Thank You

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order placed 1/19/22 Fundraiser closes 2/4/22 1st email received 2/9/22 I received an email stating one of the items I purchased was out of stock. I was "offered a substitution of the same item in a bigger size" I responded same day asking for other substitutions to be offered. They then stated that is what they can offer if I am not happy they can refund "that item". I have requested at this point they refund the entire order or offer something else. It is not offering a substitution that is what they are giving you. I explained this one item is the one for my son which attends the school the fundraiser was for. He is not even a size small that I ordered but wanted the item a little big so he could wear it for a while. There should have been the option to cancel when the ordering time closed and they realized that there was an issue. Between day one of the ordering period and the day I placed the order there was an item which was listed as out of stock. How to you wait until the end, realize you are out of stock and then do something. Either get something in his size or refund me for my full order. Order # XXXXXXXXXX

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/16) */ Hello *****, I do appreciate the feedback you have provided regarding our policy to size up if a size is not available. Due to difficulties navigating supply chain issues there are times that when the store is closed we will see there is a possible stock issue and will offer to upsize or refund an item. Due to the volatility of inventory we are unable to provide additional substitutions as this can delay us moving the order into production and could effect other orders inventory. I understand this is frustrating and you did expect to receive the product you ordered. If you are wanting to cancel the order, I can refund in it entirety. From what I read it seemed as though you did want to keep the order going, if that's the case then I can discount the order by 50% for the issues that we have caused. Again, I truly apologize about the inconvenience and look forward to hearing from you Consumer Response /* (2000, 7, 2022/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the company stepping up and taking appropriate actions. The company did exceed the time line for shipping items as some have already been received and the balance is due to arrive in the next few days. At this time I request the 50% discount/refund of the entire order and will keep the items.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  order #: XXXXXXXXXX date ordered: 12-02-2012 date received: 01-26-2022 ordered: brg540sgymed - received correct shirt style, color, and size ordered: brg500orgsml - received correct shirt style, color, and size ordered: bsn1002orgsml - received incorrect size received bsn1002orgmed instead I receive an email saying the small (bsn1002orgsml) was out of stock and they were replacing with with a medium (bsn1002orgmed). I was finally able to get someone to respond to an email and they said my money for this shirt was going to be refunded. I ended up receiving the medium shirt and no refund. Another complaint, the team shop said the print on the shirts was to be silk printed. What came was a cheap heat press and sounds like plastic, which came with permanent wrinkles. I would not have bought anything if I had known that the printing on them was heat press. I cannot handle the heat that the heat press will trap under the shirts, as it will not breath. I placed another order with the company though a different team shop before receiving the order above (order #: XXXXXXXXXX, date ordered: 01-17-2022) and I would like a refund for this order now that I know this company falsely stated silk screening.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/03) */ Contact Name and Title: Aireale B. - Dir. CustSVC Contact Phone: XXX-XXX-XXXX Contact Email: ********@bsnsports.com Hello ******, Thank you for reaching out regarding your experience with your Fan Cloth order. I do see that we process the refund for the initial item on 12/16 for 28.00 and that was issues back to the card used at the time of purchase. I do understand your concern regarding the decoration process. There are times where we will move an order to Digital Fusion due to capacity and I do apologize that this was not a decoration process that was up to the standards you expected. I have refunded the remaining $50.04 back to your card and you will see this in the next 3-5 business days. Please reach out to me if there is anything else that I can help with. Consumer Response /* (2000, 7, 2022/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund was made as requested. I have a question for Fan Cloth. If I buy from this company in the future, I would like to know when they are going to switch to digital fusion and not use the screen printing as advertised. I have sent email inquiries before ordering in the past and never herd back. Due to the lack of response from Fan Cloth, I chose not to place an order and instead made a donation directly to the team.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered products (10 items) through my son's fundraiser through his school. I ordered all sizes based upon the sizing chart that was provided by the company. Three items did not fit correctly. I emailed the company to inquire about an exchange for the correct size. One of the three items just fit horribly in general and probably would not work regardless of the size. Nowhere did I see that nothing was available for exchange or refund when I submitted my order. I was told once I contacted them that as long as I ordered according to their chart and that they shipped the correct size according to my order , that I could not exchange or refund the product. I believe that their sizing chart is not at all correct for each item that they provide and that this is done in order to scam the customer. I promise that if you will look into this issue that you will find that it is out of line.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/01/20) */ Contact Name and Title: Aireale B.- Dir Cust Svc Contact Phone: XXXXXXXXXX Contact Email: ********@bsnsports.com Hello ********, I am sorry to hear that your items did not come sized as you expected. I would definetely like to rectify the situation but would like some additional information to do that. Would you please provide what a breakdown of the item(s) and size(s) that you need to exchange? You also mentioned there might be items that you would like a refund on. Would you please provide those items as well? Consumer Response /* (3000, 7, 2022/01/25) */ Hi, I am writing in response to your response from my complaint filed with the BBB regarding your company. My order # with fan cloth.com is XXXXXXXXXX. The items that I have issue with as far as the size I ordered based upon your size chart are *************** F-Z **** Jacket. The medium is too small and my son needs a large. *************** SHORTS W/POCKETS. The shorts are huge on my son and he needs a medium. *************** ELITE RIB JOGGER. This item is huge through the crotch area, but too tight around the calves. I would like a refund on the joggers as I do not believe any size he gets will fit properly. They are made odd. Please let me know how to proceed from here. Again, I want to reiterate that I ordered all items in accordance with your size chart matching that up with my son's size. Nowhere did I see that it said items were not available for refund or exchange if they did not fit properly. Thank you for your attention to this matter. ******** ******* Business Response /* (4000, 9, 2022/01/26) */ Hi ********, Just wanted to circle back that we are working on your replacement for the two items and that I have processed your refund for the joggers. You will see that refund in the next 3-5 business days. Again, I apologize that the sizing did not match what was on the sizing chart. When those situations happen we should be standing behind our product and provide you with additional options such as a replacement or refund. You will receive an email confirmation tomorrow showing the replacement has been placed and will get tracking information once those items have been delivered. Thank you so much for your time,

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am very & they are careless in packing up & sending the packages. I have sent emails & have gotten no response. I received a package from fed ex, but when I opened it, it was not my order. I ordered 4 raglan short sleeve shirts, a personalized windbreaker & a personalized hoodie. My order number is ******** The order that I got was one single 1/4 zipper shirt & the packing list that was inside the order was for an ***** ****** **********, but it was stapled to a sticker that shows MY ORDER NUMBER and all of the items that I ordered. My guess is that MY ORDER - ******** - containing 4 raglan shirts, a windbreaker personalized, & a hoodie personalized went to ***** ****** & that MY PACKING LIST was stapled carelessly to HER sticker and sent to her. If you look up my order number, it shows delivered, but I HAVE NOT RECEIVED ANY OF MY ORDER. I was told that I would receive something to send the shirt back and they would contact the other person, but I just want my order EXPEDITED and RESENT to me. This was meant to be a Christmas present for my senior son & his brother. I told the rep that I wanted the items, & feel she should have immediately put in for an order to replace it. Not let me wait in limbo after I have patiently waited weeks to receive my order in the first place. Now, how many weeks do I have to wait before someone contacts me with a resolution before waiting another 4-6 weeks to get the order. My son GRADUATES & I'd like him to get this before he is no longer at the school. I'm not very happy & it's sad that this is a fundraiser for a school & there are so many complaints similar to mine. The resolution I want is for my order to be EXPEDITED AND OVERNIGHTED TO ME. I spent over $200 on these items. Pics show errors & what I ordered except 2 raglans shirts that wouldn't fit on the screen in the picture.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/01/05) */ Hello ***, I want to first apologize for the service that you received. While mistakes do happen with orders, how we treat our customers and how we rectify the situations is of an utmost importance to me. I agree you have waited quite some time for your order and I do not want you waiting an extended period of time so I have put in a replacement and I have requested it rushed as well as overnighted to you. Once I get the ship date from my production department I will reach out to you directly via email with that information. I will have that to you by the end of this week. Again, I apologize for the issues we have caused and hope we can rectify this quickly for you.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered items from Fan Cloth on 9/3/21. As of 12/23/21 I have only received 1 item out of the order. I have repeatedly called Fan Cloth trying to resolve this issue only to be met with hostility and no solutions. Their call center is based in South Africa and either they aren't interested in solving the problem, or they aren't able to. At this point in time I want my money back. These items were ordered for OJC wrestling season, which ended this month. If I had received the items on time I'd have zero complaint.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/12/31) */ Hello ******, I do apologize that you order has not been received in a timely fashion. Our call center is based out of Texas where our HQ is at but we do have rep internationally as well. I appreciate you providing feedback about the experience you had with the team and will make sure that we dig deeper into that call. I have refunded your order in its entirety due to the issue Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received my refund, just like I never received the items I paid for. This place just likes to steal from people and they should be ashamed. Business Response /* (4000, 9, 2022/01/06) */ Hi ******, Refunds do take 3-5 business days to process and be seen on your end. I did process the refund as I promised. I have attached your refund receipt as well.

*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. ↩