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:09/04/2022

  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 ordered several things for my daughter for her senior year and still have not received anything. I spent well over $100 have not received anything from our order. We have been patiently waiting but nothing has come in the mail. They have not contacted us, we have not heard anything from them I have been trying to get with them and there is no no one to talk too. I guess customer service does not exist. I am on their mailing list and receive their emails all the time and they didn't waste any time using my credit card for payment. I did not record my tracking number and that was very stupid of me. I knew shipping would take some time with COVID and everything but I didn't realize it would take this long and we're coming up on homecoming now and she still doesn't have her stuff. The order was placed the first of August. We would really liked her personalized products...******* 23 ****** West...that we ordered and if they can't do that, we need our money back. Thank you so much for your help.

  Business Response

  Date: 09/13/2022

  Hi ******,
  
  We apologize for the situation but it looks like unfortunately **** is having difficulties delivering your order to your home address. Is this a common occurrence? We shipped your order on August 8th and there was an attempt to deliver on Aug. 10th by **** but they said address unknown, and shipped it back to our warehouse. We contacted you twice, once on Aug 24th and then on Aug 30th asking to confirm the address or we would have to unfortunately scrap the order. You responded to our agent ********* on Sept. 4th that the address was indeed correct and so we shipped it out again. After reviewing the current tracking link, it is once again being marked as "Return to Sender". We ask if you can contact them to see what issue *** have arisen for the delivery of your order. Normally it is because they can't gain access to your house but based on ****** maps that can't be the issue. Do you have a PO box because **** ***be doesn't deliver to your area or has your area been rezoned where its technically a different city, or has a different zip code? We are only asking since we did our part and want to ensure you receive your order but the delivery service hasn't been able to for whatever reason. If you can reply back to our agent *********'s email with the following information or you can contact **** first and then let us know what they said, we can figure out some alternative options. (We attached the email attempts prior to the BBB complaint).
  
  Looking forward to your response and towards a resolution.
  
  Best,
  
  **************************
  
  

• Initial Complaint

  Date:09/02/2022

  Type:Sales and Advertising 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.

  My son has his 1st football game 9/6 , is school ran out of game shirts. ***** ****** and found this company, made the order 9/1 hoping if would get here on time when placing the order there was no date time of arrival so I thought maybe the system needs more time how ever I read after placing the order the website says I had 2 hrs to cancel my order . After an hour in half of no update when my shirts will be arriving . I tried sending messages several times trying to cancel, I followed directions step my step however there was no option to cancel I think I got scammed.when reviewing this company the address comes up as the world treat center. No customer svc phone number.

  Business Response

  Date: 09/06/2022

  Hi *****,
  
  Thank you for reaching out. I reviewed your order history and account and see our agent ********* spoke to you on Sept 2nd the same day as the BBB complaint, and was able to answer your questions prior to this message if I am not mistaken. When reviewing the email confirmation there is a link to cancel your order, which we bring up the details of your order and below the images of your items is a highlighted "Cancel Now" button to press. If it was beyond the 2-hour window it is most likely the reason it did not cancel. Our agent ********* as a courtesy did offer to cancel your order beyond the two hour window resolving the concern you had with receiving the item in time. I attached our FAQ link that is under the help tab on our website that has the up to date turn around time when purchasing from our site, for those with time sensitive orders for any future purchase. If you need further assistance, please let us know.

  https://dash12.comm100.io/kb/10002809/9a734bf5-42db-43ac-8648-f5ba28ccd856
  
  Best,
  
  **************************

• Initial Complaint

  Date:08/31/2022

  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 on 8/11/22 for several items. The website said that it could take up to 10 business days to receive certain items. After this timeframe passed, I messaged the company (last week) on their website and have not received a reply. The order tracker says that my order is still in production. Soon it will be too late to use the items.

  Business Response

  Date: 09/01/2022

  Hi ******,
  
  Thank you for reaching out to us. We aren't sure when you initially sent this response through the BBB but, I attached an email from one of our reps contacting you on 8/29 in response to your email. Furthermore, great news your order was shipped earlier this morning and you should have already received a tracking link via ***** We are in the midst of back-to-school season which is our busiest season so we are doing our best to contact everyone and get your orders out as quickly as possible. Thank you for your patience.
  
  Best,
  
  **************************

  Customer Answer

  Date: 09/01/2022

   
  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:08/31/2022

  Type:Sales and Advertising 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 did an order for an event in ****. They were 2 rival HSs in **** county. I picked both sweatshirts off of their website. No changes just straight forward order. When the order came, one sweatshirt was correct and the other sweatshirt was completely wrong. Needing both sweatshirts for my event I contacted the company. They were completely unwilling to correct the problem. Their only offer was a refund for the incorrect sweatshirt. I cant use one without the other but they refused to refund me for the correct one. I asked to speak to customer service and they said they are only email based. Not to mention the sweatshirt that I did get that was incorrect. It was obviously a very personalized sweatshirt with the women's name and a number on the back. The company had absolutely no interest in me returning that sweatshirt. I can imagine someone else like me in a panic because the special order they made never arrived. The were terrible to work with and treated me as the customer with no respect. I will never use them again. I hope others understand from my post that Prep Sportswear will not stand behind their own mistakes.

  Business Response

  Date: 09/01/2022

  Hi ******,
  
  Thank you for reaching out. I want to start off by apologizing for the incorrect design you received on one of the items you ordered that impacted the time sensitive event. I will address a few points you made in your feedback. Our agent offered two options for the inconvenience, which was a refund or the incorrect item or to send a replacement for the incorrect item. We do not accept returns since we offer custom made to order merchandise, which is personalized for the purchaser. We do not carry any items already made since we offer over ******+ schools on our site. We offer customers instead to donate the item(s) to a local charity if they aren't in need of the defective item. I understand  we might not be fully aware of needing both items or none at all for your special event so again our apologies for initially not wanting to fully refund the whole despite one of the items being produced correctly. We will reach out to you directly and see if we can come up with another solution that *** work. Look for another email here shortly from us and lets come up with a resolution.
  
  Best,
  
  **************************

• Initial Complaint

  Date:08/30/2022

  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.

  I placed an order 5 days ago they said that order would ship in 3-5 days. They charged my account $67.50 and when I go in to track order it tells me no such order exists. What is going on with them now I see several people that have had same issue

  Business Response

  Date: 08/31/2022

  Hi ***,
  
  We apologize there were some difficulties on looking up your order on our Order Details page. We were able to review your session on our site when attempting to look up your order. Since you were attempting to look up your order # the information that was put to find that info did not match with what you had entered in your billing information when you purchased from our site. This is your order #(4723258) which can also be found in your confirmation email we sent when you completed your purchase, and I will add our FAQ link to that lists our estimated creation time currently during our back to school season. After reviewing your account it looks like you are on the 4th business day, so it is estimated that your order should ship on Friday or at the latest Monday. We apologize for the difficulties earlier. Please contact us if you have any further questions or need assistance.

  https://dash12.comm100.io/kb/10002809/9a734bf5-42db-43ac-8648-f5ba28ccd856/a/1eeb284c-63ad-41c1-ab14-529bcc9d1304/When-will-my-order-ship
  
  Best,
  
  **************************

• Initial Complaint

  Date:08/29/2022

  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.

  Placed an order and it hasnt shipped and I cant get any answers from them

  Business Response

  Date: 08/30/2022

  Hi *****,
  
  Thank you for reaching out. We apologize we weren't able to respond to you before our office hours closed last night. We see that your message was sent at 5:46 PM PDT and our office closed at 7pm. We are in the midst of back to school season as I am sure you are aware and this is our busiest time of the year next to the Christmas season. So, thank you for your patience. We also have an FAQ page that answers most questions customers have when purchasing from our site. Today will be coming up on your 6th business day so it should ship out tomorrow or the following day based on our current creation time. 

  https://dash12.comm100.io/kb/10002809/9a734bf5-42db-43ac-8648-f5ba28ccd856/a/1eeb284c-63ad-41c1-ab14-529bcc9d1304/When-will-my-order-ship

  Let us know if there is anything else we can help you out with. We appreciate your time.
  
  Best,
  
  **************************

  Customer Answer

  Date: 08/30/2022

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