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Business Profile

Online Shopping

Prep Sportswear

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 290 total complaints in the last 3 years.
  • 24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/10/2024

    Type:Delivery Issues
    Status:
    Answered
    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 order some shirts and hoodies on 9/25. Everytime I look at the order sit says it's in production and then there is no customer service. It's the same AI generated messages. They said 7-10 days. I ****** want mt stuff or my money back.

    Business Response

    Date: 10/24/2024

    Good afternoon Hunter,

    We are following up on the review you left with the BBB.

    We are truly sorry that the creation times weren't easier to find or made clear. I do see an agent replied as soon as the next business days occurred and provided an update on the order status.

    On all of our custom made-to-order apparel, our Production Team lists up-to-date times on the chat assistance feature; you would also be able to chat with our live chat agents available for all our valued customers to answer any questions or concerns they may have before any purchase between the hours of 6 am to 7 pm PST, Monday through Friday.

    We do apologize for any inconvenience this may have caused you and would love to offer you a one-time courtesy shipping fee refund for this current order. Please allow 3-5 business days for the to process. 

    After reviewing your order it was shipped yesterday and should arrive by tomorrow based on the tracking information. Please let us know if you have any further questions or need any assistance. Have a wonderful day.

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

    Best,
    Ashley

  • Initial Complaint

    Date:10/09/2024

    Type:Delivery Issues
    Status:
    Answered
    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 ordered $215.71 of items at prep sportswear and did not receive a confirmation number or email. I was not sure what email I used and when I looked into it I have no orders at all of my emails. I reached out to prep sports live chat 6 times and did not get a person or a response about my order and lack of confirmation. I included photos of my confirmation and it was pulled from my bank account. I was able to type in manager and no manager responded to me. I have no idea how to reach this company besides the live chat that is leading no place.

    Business Response

    Date: 10/24/2024

    Hello *******,

    We hope this email finds you well. 

    We received notice from the BBB about a complaint filed regarding your recent order. You mentioned you did not get an order confirmation for your order and had issues contacting us. 

    We are sorry to hear you did not receive your order confirmation email. Looking at your order, it shows the email was sent immediately after the order was placed but it bounced but we are not sure why as the email address matches the one provided for the BBB complaint, I have attached a copy of it below. You can also review your order details here: **********************************************************************************************************************

    Looking at the chat history, we only found two chats and unfortunately it seems both times they were closed out so contact information was not provided so that we could contact you back. I attached a copy of one of them below.

    Your order shipped on 10/11 and was delivered on 10/15: **************************************************************************************

    Can you please confirm if it was received?

    -******

  • Initial Complaint

    Date:10/09/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Havent received confirmation or my item. Keep being connected to bots and then Ill later receive an email stating the time frame that I have to wait I ordered one item last month and its still not here.

    Business Response

    Date: 10/24/2024

    Hello Jayla,

    We hope this email finds you well. We are reaching out regarding a recent complaint filed with the BBB regarding your recent order. You mentioned you hadn't received confirmation about your order. Your order contained a Fanthread jersey and these items are from our in-house brand so they are made completely from scratch in our facility. Because of this, it takes a bit longer for orders with these items to be ready for shipment. We are glad to see that your order shipped on 10/ and was delivered on the 21st:

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

    We appreciate your patience while we were making your items. Can you please confirm if it was received?

    Best,
    *****

    Customer Answer

    Date: 10/24/2024

     
    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:10/08/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Placed an order with this company and paid a lot of money and never received any of my order. There is no way to contact customer service I have tried every "option" they list which is only live chat but it is not with an actual person and provides no answers. I want my money back please I think this "company " is a scam!

    Business Response

    Date: 10/24/2024

    Hi *****,

    Thank you for reaching out to us via the BBB. I have attached the last two emails we have sent over to you with a solution, but have yet to hear back from you. We are sending another email today along with the tracking link as we had to make a decision since we had not heard from you since our October 17th contact. If you have any further questions or need assistance please reply back to the email we will be sending you today. Have a wonderful day.

    Best,
    ***********

  • Initial Complaint

    Date:09/30/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 have email thread for days trying to get assistance for a sizing exchange.

    Business Response

    Date: 10/02/2024

    Hi ****,

    Thank you for reaching out to us through the BBB. After reviewing the last few emails, ****** will assist you with a replacement. We apologize for the sizing fit, and we appreciate you working with us. ****** will be in contact with you to ensure a replacement is done right away. Thank you again, and have a wonderful day.

    -***********

    Customer Answer

    Date: 10/02/2024

     
    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. As they just emailed me to correct the issue 

    Sincerely,

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

  • Initial Complaint

    Date:09/26/2024

    Type:Order Issues
    Status:
    Answered
    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.
    Prep sportswear does not send you your merchandise. When contacted, the company does not respond to customers. Instead, they have an automated bot that offers no resolution. The provided tracking numbers appear to be fraudulent - I contacted my local post office.

    Business Response

    Date: 10/02/2024

    Hi ****,

    Thank you for reaching out to us through the BBB. After reviewing the last few emails, it looks like ****** will be assisting you with a replacement. We apologize for the lost package. its unfortunate and nothing we can prevent but we appreciate you working with us. ******, will be in contact with you to ensure a replacement is done right away. Thank you again, and have a wonderful day.

    -***********

  • Initial Complaint

    Date:09/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 on 9/6/24. After multiple attempts to contact them, I get the trunk around. I can't contact via phone only bot chat. I have yet to receive my products and all emails just go in circles saying they will ship in a couple days. A couple days goes by and nothing. No confirmation email for processing are ready to ship or if they shipped. I don't get nothing. And to top it off they already took my money from me.

    Business Response

    Date: 09/30/2024

    Hello ******,

    I am following up on your recent order. Our team completed and shipped your order early this morning. The package has been picked up by **** and is on its way to the local **** transfer station. It may take up to 24 hours for scan updates to appear. Delivery typically averages 3-5 business days from our facility in *********

    I have attached a tracking link so you can check the shipping status: **************************************************************************************

    Let me know if there is anything else I can help you with. 

    Best,

    @*********
    Customer Service Agent

  • Initial Complaint

    Date:09/24/2024

    Type:Delivery Issues
    Status:
    Answered
    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 a custom sweatshirt on 9/11/24. Has shown status as "in production" since that time. Attempted to contact the company but they have no phone number listed, only a chat. Agent said only that they are busy and it is taking longer than expected to produce said sweatshirt, but gave no indication how much longer it might be. Will not allow me to cancel order even though it has not been made yet. Agent then cut off the chat with no further help.

    Business Response

    Date: 10/01/2024

    Thank you for reaching out to Prep Sportswear.

    We attached screen shots of the initial email response and the follow-up response from our agent. We apologize for the length in time it has taken to produce your sweatshirt. During the back to school season we receive a high volume of requests which tend to raise our turn-around time. As our agent ****** mentioned we should have your order produced and ready to go this week. We will send an email with a tracking link as soon as its handed over to ****. If you have any further questions please feel free to reply to ******** email and we will get back to you as soon as we can. Have a wonderful day.

    Best,

    ***********

    Customer Answer

    Date: 10/01/2024

     
    Complaint: 22331375

    I am rejecting this response because 3 weeks is completely unacceptable. Your website says 3-5 days, not *****. I request a refund and order cancellation.

    Sincerely,

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

    Business Response

    Date: 10/09/2024

    Hi ******,

    Unfortunately, all our items are made-to-order and customized so we have no items on a shelf or ready to go. Once we begin the process of making your order, the item(s) are yours. Which is why we have a no refund policy per our FAQ. Our ETA is also dynamic and not fixed. Back to school is our busiest time of the year and when we receive our most volume besides the holidays so, we have the right to adjust and change how long an order can take as we need to see how many orders we receive to give a proper estimation. We apologize it took longer than we initially thought but we are glad to see the item has been shipped and delivered as of 10/5 per the **** website.

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

    I know one of our agents provided a shipping refund for the length of time it took as an apology for the delay. If you have any further questions please feel free to reply to the most recent email our agent ****** sent to you. Have a wonderful day.

    Best,
    ***********

    Customer Answer

    Date: 10/10/2024

     
    Complaint: 22331375

    I am rejecting this response because you clearly do not value your customers.  I will be posting anywhere and everywhere to avoid using your company due to your poor service and ridiculously late timelines.

    Sincerely,

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

  • Initial Complaint

    Date:09/24/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Order was placed on 9/8/24 After a week I sent a message and they said product was going to ship the following week. Today is 9/24/24 and my product still hasn't shipped. I paid ****** for a sweatshirt and a baseball jersey. I either need my merchandise or my money back.

    Business Response

    Date: 09/30/2024

    Hi *******,

    All of our items are made to order so they must be produced before shipping. Your order includes one of our specialty items, Fanthread, which is made completely from scratch in our facility. Because of this, it does take some time before an order ships. 

    Our production times currently vary due to our team receiving a high -volume of orders. Your order is currently being produced and we are working on getting your order shipped out as soon as possible. 

    We are aiming to have it shipped by the middle of next week. Once your order ships out, you will receive a shipping confirmation email with a tracking number.

    Due to the time it has taken we have refunded 15% from the total cost in the order. If you have any further questions feel free to reply to the most recent email we have sent.


    Best,

    ******
    Customer Service Representative

  • Initial Complaint

    Date:09/23/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 on 9-20-2024. My bank statement shows that my account has been charged for the order. I have not received a confirmation email or an order number and the website states that there is no order associated with the info that I provide. The only method of contacting Prep Sportswear is via their automated website chat bot. I have never had this much difficulty contacting a companys customer service person. I just want to speak to an actual human to resolve this issue

    Business Response

    Date: 09/30/2024

    Hi ****,

    We had sent the following email to you on the 24th of September:

    "Hello ****,

    Thank you for contacting Prep Sportswear!
    Your order number is ******* and you can view your order details here: ************************************************
    Feel free to reach out if you have any more questions or concerns. Have a great rest of your day!

    Best,
    @*********
    Customer Service Agent"

    I am also attaching the tracking link as we have shipped your order and it looks like it will be delivered today.
    **************************************************************************************

    If you have any other questions please let us know by responding to the last email we sent to you. Have a wonderful day.

    -***********

Prep Sportswear is NOT a BBB Accredited Business.

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