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:10/03/2023

  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 ordered 5 items from Prep Sportswear website on 9/15/2023 3 t-shirts, 1 hat, and one crew neck sweatshirt. None of which were personalized with names or numbers. The total cost and charge to my credit card was $141.62. The company states clearly that production will be started within 2 hours of order and I have only 2 hours to cancel my order. It is now 10/3 and I haven't even receive a tracking number and the site still has my order as "processing" Although it's clearly been longer than 2 hours. I am now paying interest on items I haven't received nor have any clue if I ever will. There is not a valid phone number for the company, therefore I cannot dispute charge with my credit card company. I have reached out through their sites chat button twice. I heard back the 1st time via email on 9/20. It was a copy paste of thir policy with a receipt of my order. Signed by a representative named ********. No resolve or tracking number. He said it was still being processed. I reached out again yesterday morning and have not heard anything back. So now I have no product that I am paying for, no resolution, no communication, and interest I am paying for on items I never received.

  Business Response

  Date: 10/12/2023

  Hi *********,
  
  Thank you for contacting us through the BBB and providing feedback on your recent experience with us. We deeply apologize for the inconvenience this has caused. Due to the back-to-school season, we were handling a high volume of orders from our most popular brands, which caused a little bit of a delay. We are glad to see that your order was delivered on the 7th of October. I refunded your shipping due to the length of time it took for the order to be produced. Let us know how the items turned out.
  
  Again, we appreciate the feedback and we hope you are enjoying your apparel.
  
  Best,
  
  **************************
  Prep Sportswear
  Manager, Customer Success

  Customer Answer

  Date: 10/12/2023

   
  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:10/02/2023

  Type:Product 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.

  Ordered 3 pieces of clothing on order number *******. Tried to see when the products would ship and the order only ever says "in production". You can't contact the business via their chat option or by any phone number. Requesting a refund immediately.

  Business Response

  Date: 10/12/2023

  Hi *****,
  
  Thank you for contacting us through the BBB and providing feedback on your recent experience with us. We deeply apologize for the inconvenience this has caused. Due to the back-to-school season, we were running behind on our fanthread and Iconic brand items, which are the two most popular brands we have on our site, both brands we print, cut, and sew ourselves which added to the delay. We are glad to see that your order was delivered on the **************. I refunded your shipping due to the length of time it took for the order to be produced.
  
  Again, we appreciate the feedback and we hope you are enjoying your items.
  
  Best,
  
  **************************
  Prep Sportswear
  Manager, Customer Success

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20685281
  
  I am rejecting this response because: I did not order the products referenced.  I tried to reach out to Prep Sportswear via any means possible.  The Chat feature is just a robot and the email address I found online bounces back as undeliverable.  I can understand being overwhelmed, but you need to have an outlet for customers to reach you.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/01/2023

  Hello *****,
  
  We are a bit confused by your response to our resolution. You initially reached out because you were unsure when your order would be shipping and our Track Order feature mentioned your order was "in production". Your order was placed on 9/13. We received an order status inquiry from you on 10/2 and our agent mentioned your order was being produced and would be shipping soon. The same day, 10/2, the order was disputed as "Not Received" before a response could have been provided. The next day your order shipped and was marked as delivered on 10/6:
  
  **************************************************************************************
  
  Your response mentions that you did not order the products referenced; however in the interactions with two of our agents, this concern was not brought to our attention. Unfortunately because the order was disputed, we have to let both financial institutions look over the information provided by both parties and reach a decision. Regrettably, once disputes are filed, we are limited to their decision for resolutions we can offer.
  
  As a result, we are happy to provide a 25% discount for a future purchase. All you have to do is reply back to the most recent email we sent to you and provide us an order number and we will be glad to honor it. We appreciate your valuable feedback regarding your shopping experience and hope this does not deter you from being a future customer.
  
  Best,
  *********

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20685281
  
  I am rejecting this response because:you mentioned you were behind on Fan Thread and Iconic brand products.  I didn't order that brand, so that is why I rejected the 1st response. 

  All you have is a chat robot and no email address published on your website.  I'm sorry that I didn't have patience to wait 8 hours for a response when I paid money in advance and had no way to actually see or contact your company on my order status.  

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/02/2023

  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.

  Date of the transaction was 9/15/2023 in the amount of $93.33 for One sweatshirt and one T-Shirt. The *** states 4 days for delivery. The Chatbot states 5-7 days. Two weeks have passed an I have not received any information as to a confirmation of delivery. The company does not accept phone calls or emails and the only interaction is with an automated chatbot where you cannot send or receive any details on an order. The phone number ************** does not accept phone calls. There is no way to cancel the order even after double the expected shipping time has passed.

  Business Response

  Date: 10/12/2023

  Hi *******,
  
  Thank you for contacting us through the BBB and providing feedback on your recent experience with us. We deeply apologize for the inconvenience this has caused. Due to the back-to-school season, we were running behind on our fanthread items, which is the in-house brand that we make from scratch. We are glad to see that your order was delivered on the 7th of October. I refunded your shipping due to the length of time it took for the order to be produced.
  
  Again, we appreciate the feedback and we hope you are enjoying your items.
  
  Best,
  
  **************************
  Prep Sportswear
  Manager, Customer Success

• Initial Complaint

  Date:09/29/2023

  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.

  Purchased good on 9-09-23, no updates have been provided. Phones are disconnected, no emails back, the only communication is with a bot. I just want what I purchased.

  Business Response

  Date: 10/12/2023

  Hi *******,
  
  Thank you for reaching out to us via the BBB. We reviewed your interaction with ****** and saw that she was able to resolve the situation as it relates to your order. We apologize for the hiccup with our chatbot at that time, we resolved it later that week so we appreciate your patience. Please let us know if there is anything else we can assist you with by replying back to the most recent email we sent to you.
  
  Best,
  
  **************************

• Initial Complaint

  Date:09/29/2023

  Type:Product 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 input a note with my order that I needed it no later than by 9/29, and if not possible I would not like the order. I tried to reach out before hand to see if I could expedite shipping with no help from the website, that should've been my warning sign. I have tried multiple times to reach the company on their website, email and phone but cannot get through to anyone. This order was for a game tomorrow, 9/30. I would just like a refund at this point, this company definitely does not hold to their ethical standards as they post about on their website.

  Business Response

  Date: 10/12/2023

  Hello ********,
  
  I hope this email finds you well.
  
  We received notice from the BBB of a complaint filed regarding your most recent order. You mentioned that when you placed your order, you included a note that said it was needed no later than 9/29. You also mentioned you tried to reach out about expediting the shipping but were unable to get in contact with us.
  
  We are sorry to hear about these issues you experienced. We would like to clarify that we do not have a section during checkout where you can leave notes. 
  
  Unfortunately, at the time you tried to reach out to us, our chat feature was experiencing issues transferring to our live agents. However, due to our items being produced on demand, we do not offer expedited shipping. We only offer one shipping method and this is mentioned in our FAQ section. Our current lead times are 5-7 business days for most orders and longer for our specialty items such as Fanthread due to their production process. Based on these timeframes, we wouldn't have been able to guarantee delivery of your order in time for the game. There is one shirt from your order that has already shipped (as it is a non-specialty item), and it shipped within our 5-7 business day timeframe. 
  
  At this time, we are unable to cancel your order for a full refund because we are only able to cancel orders up to 2 hours after they are placed. Once this window closes, items immediately drop into production and cannot be canceled. Fanthread items are made completely from scratch so the fabric is dyed, cut, and sewn for each individual order. Because these items are already being produced, we cannot cancel them at this time.
  
  We do apologize that your order did not arrive for your time-sensitive event and as a result, have refunded your shipping. All refunds take 5-7 business days to process. 
  
  We hope this provides some insight into your concerns. Feel free to reach out if you have any additional questions. Have a great rest of your day!
  
  Best,
  
  *********

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20674184
  
  I am rejecting this response because:

  I tried to reach out prior to placing my order to expedite shipping and put a note in with my order regarding the expedited shipping and need by date. That should've more than sufficed the 2 hour cancellation time period. Many of the links in your emails and on your website do not work. There is absolutely zero customer service to help, regardless if you were having issues or not. I've seen many other complaints online similar to mine, so this is clearly not your first time with this type of customer service issue. I tried emailing, calling and live chat numerous times, I would expect customer service would be more of a priority to you. I find it ironic my order just shipped today, not to be surprised the "Track Order" link also does not work. I originally placed my order on 9/23/23, 14 days later it has finally shipped according to your records but there is no tracking number to prove otherwise. I will gladly ship all of these items back to you for a full refund. As I have explained from the beginning when I filed the complaint I no longer need these items.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/01/2023

  Hello ********,
  
  We understand you have not had the best shopping experience and we wanted to clarify some concerns brought up in your reply to our initial response. We appreciate you reaching out to us to let us know about when the order was needed, but unfortunately we do not have a section during checkout where a note can be input. It is possible it may have been confused with our message section. We have attached a screenshot that displays the whole checkout section where information is input and you will notice we do not have a field to include a note with your order. We also do not show different shipping method options, including expedited shipping, during checkout.
  
  As an e-commerce business, we do not have a direct phone line, our correspondence is through live chats or emails only. We used to have a phone number but it is no longer active so it is possible you may have reached a different business that is not associated with us. Our Contact Us page on our website cites the different ways to contact our customer service department. We also provide this information on our FAQ page and it mentions we do not have a phone number line.We are sorry to hear that our Track Order feature was not working for you to keep you updated on your order status. We sent a shipping confirmation email on 10/2 and again on 10/12 when your items were shipped. It is possible these emails may have ended up in your spam/junk folder as that happens sometimes.
  
  *******************************************************************
  
  Nonetheless, we appreciate your feedback regarding your shopping experience with us and would like to remedy your issue. Please let us know when you have shipped the items back and we will provide a full refund. We will also send this email via our communication platform so that you can reply directly to our customer service team.
  
  -*********

• Initial Complaint

  Date:09/28/2023

  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.

  I placed an order with this company; however, when I received an email confirmation for the order, the item listed was not the item I ordered. There is no customer service number to call, so I tried the "Leave A Message" link that did not allow me to leave a message. (It is more like a FAQ list). I responded to the email receipt; however, I did not receive a satisfactory response within the their two-hour limit. Now, the company says they cannot cancel (or correct) the order. I just went on their website, and in my current cart are two items for schools I never heard of. This company needs to be held accountable for its actions, and they are not reputable.

  Customer Answer

  Date: 09/29/2023

  The company has contacted me and will refund my money.

  Thank you for your assistance.

  Business Response

  Date: 10/11/2023

  Hello *****,
  
  I hope this email finds you well.
  
  We received notice from the BBB about a complaint filed regarding your most recent order. You mentioned you had not received information regarding shipping and you experienced issues tracking your order on the site.
  
  We are sorry to hear about these issues you experienced. We were made aware of the Track Order feature being down but it has been fixed so it is working now. Please know that you can reach out to our customer service department directly rather than via a third party such as the BBB - we can address the situation more promptly in the future. When you contact us directly, you will either chat with a live agent or will be prompted to leave a message that will be replied to via email. Here is a link to our Contact Us page: *******************************************************************
  
  Looking at your order, it shows it shipped on 9/28 and is marked as delivered on 10/2 to your front door/porch: **************************************************************************************
  
  Can you please confirm if it was received?
  
  Best,
  
  *********

• Initial Complaint

  Date:09/27/2023

  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.

  Order *******, no info provided for order in regards to shipping. Website has been down for a week so no way to track status. Please let me know status

  Business Response

  Date: 10/12/2023

  Hello *****,
  
  I hope this email finds you well.
  
  We received notice from the BBB about a complaint filed regarding your most recent order. You mentioned you had not received information regarding shipping and you experienced issues tracking your order on the site.
  
  We are sorry to hear about these issues you experienced. We were made aware of the Track Order feature being down but it has been fixed so it is working now. Please know that you can reach out to our customer service department directly rather than via a third party such as the BBB - we can address the situation more promptly in the future. When you contact us directly, you will either chat with a live agent or will be prompted to leave a message that will be replied to via email. Here is a link to our Contact Us page: *******************************************************************
  
  Looking at your order, it shows it shipped on 9/28 and is marked as delivered on 10/2 to your front door/porch: **************************************************************************************
  
  Can you please confirm if it was received?
  
  Best,
  
  *********

• Initial Complaint

  Date:09/27/2023

  Type:Product 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.

  - Never received merchandise that the company said was shipped - No way to track the order - No way to discuss the problem as the website places you into a loop - Discusses a discount that does not appear to be real

  Business Response

  Date: 10/10/2023

  Hi ****,
  
  Thank you for reaching out to us through the BBB. After reviewing your order we notice that both partial shipments have been shipped and delivered as of Oct. 2nd. We attached both tracking information incase you did not receive them via email. We appreciate your patience during our back-to-school season. Please let us know how the items have turned out by sending us an email at ******************************************* If you have any further questions please let us know as well. Again, we appreciate your patience and we hope you have a wonderful day.
  
  Best,
  **************************

• Initial Complaint

  Date:09/27/2023

  Type:Customer Service 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 Prep Sportswear on 20-Sep-2023. I never received a confirmation email and I am unable to track my order. I am also unable to get in contact with the company. There is no customer support number available They processed my payment already. I would simply like to be contacted about my order and when to expect delivery. I this is not possible, then I request an immediate refund. Thank you.

  Customer Answer

  Date: 09/29/2023

  BBB

  Please be advised I did receive a very quick response from the vendor and received my order. I suppose, in hindsight, I could have been more patient; however, initial lack of communication from the vendor was concerning. Regardless, everything has been taken care of in a satisfactory manner.  Thank you for your assistance.

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

  Business Response

  Date: 10/12/2023

  Hi ***,
  
  Thank you for reaching out to us via the BBB. We reviewed your interaction with ******** and saw that he was able to resolve the situation as it relates to your order. We apologize if the order confirmation was missed or was stuck in your junk/spam folder, so we appreciate your patience. Please let us know if there is anything else we can assist you with by replying back to the most recent email we sent to you.
  
  Best,
  
  **************************

  Customer Answer

  Date: 10/12/2023

   
  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:09/26/2023

  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.

  On September 25, 2023, I ordered a custom hoodie and hat from Prep Sportswear, under the impression that I would receive it on time for my homecoming. I based this on the website's statements that items were printed within 1-4 business days of order receipt, and shipped via **** which could take 1-3 business days. The cost was $77.10.I got a receipt in my email for the order (number *******), but when I clicked on "Track My Order" or on the order number itself, both took me to dead links on Prep Sportswear's site which said, "** Oh. Something went wrong." This was a red flag as customers are required to cancel the order within 2 hours of making it, and I could not have done this if I wanted to. That led me to check the company's online reputation, including its BBB rating, which is horrible and shows a pattern of poor business practices and customer service. It also made me think there was no way I'd receive my order in time for the homecoming.There is no obvious way to contact this company and the mechanism on their website to leave a message does not function. Their chat feature is mere AI that isn't very intelligent and will not take a message or put me in touch with an agent.I want a timely update on the status of my order, or a full refund if I can't get that or my order won't arrive in time to be useful to me.

  Business Response

  Date: 10/10/2023

  Hi *******,
  
  Thank you for reaching out to us through the BBB. We had just implemented the new chat system earlier that week so we apologize for any hiccup that occurred. We are actively working to ensure an overall better experience for our customers when accessing our site, and unfortunately, we had a few issues with routing. We have since worked to improve how certain responses were treated and we appreciate you providing that feedback. I reviewed your order and it looks like your order was just delivered on the 7th of October. Let us know how it turned out by responding back to the most recent email we sent to you. We appreciate your business and hope you have a wonderful day.
  
  Best,
  **************************