Boathouse Sports

11/4/2016As requested, attached is the order confirmation *** confirming *** ***'s order has been processed and will be delivered by the required in hand date of 11/9/16.Should you have any questions, please do not hesitate to contact me at ***.Thank you,Lindsey
M.Customer Service Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I I received the jackets (re: complaint ID [redacted]), and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Fortunately, for some miracle, after multiple attempts to contact them, Boathouse Crew Shop finally woke up from their slumber and resolved the issue. They finally sent the 2 "backordered" items (which were never out of stock) and sent it via Priority Mail Same Day Delivery!!! Based on the...

tracking number I looked up after receiving the package, it was sent to me within 3 1/2 hours: from USPS pick up to Delivery...Shocking!! They never did contact me to let me know that they were sending it out and it was sent early morning of March 20th. My claim dispute was filed in the late evening of March 20th. Just out of the blue, I see the package in my mailbox late Saturdayevening. I believe the reason why they held onto my items was because crew season is starting and a plethora of crew organizations are now in the process of booking a deal with companies such as the Boathouse Crew Shop, for team members to purchase their team uniforms and such. Well, the items I am purchasing directly through them are for $30.00 each ($60.00 total). Those same exact items are being sold through the crew organizations for $50.00 each!! They would make more money having their customers purchase it through the crew member's organization rather than through them directly. Plus, another reason why they were probably holding my items on "backorder" is because they're giving preferential order fulfillment to those ordering from the crew organization. I ordered my items directly through them, not through my crew organization. My order was placed prior to my crew organization announcing that they have contracted with Boathouse Crew Shop. Thank you again for everything. I suppose since they delivered the goods, we can go ahead and close this complaint #[redacted].

Review: I'm the head coach of [redacted] High School's track and field team. We are a large public school (2,300 students) in [redacted], Wisconsin. My problem stems from an order of warm-up jackets I placed with Boathouse Sports.

Boathouse shows their products on their website and has a "product creator" where you can design your own warm-up jackets. The colors that appear on their site are absolutely nothing like the actual colors on the jackets. I ordered "cardinal" jackets, but when they were delivered, I was shocked to see that they were not even close to what I was expecting. Instead of the bold red "cardinal" color on the site, the jackets were maroon.

Before finalizing the order, I called the rep to make sure their "cardinal" color would be the best choice for our school, and was told that it would match. Since the color on their website looked perfect, I did not question it. Also, since I viewed the color on several screens (phones & 2 different computers, including a [redacted] Pro - which is ideal for displaying colors) I had no reason to think there would be an issue. I even went as far as researching other "cardinal" colors and tried to make sure I was getting the correct color. I concluded, with all of the information I had, that it was the right choice. When I got the jackets and saw the mistake, I called the rep to alert him to the problem. He told me that he "probably should have sent fabric samples." I was shocked that he hadn't done this considering the concern I had about getting the color to match, and if I would've known this was an option I would've requested it. Unfortunately, I've never ordered custom made warm-up jackets, so I didn't think of this on my own.

The rep told me he he understood my frustration because it was a preventable mistake, and he gave me the number for the president of the company. I called the president soon after, but he was unwilling to admit that his company had done anything wrong. He claimed his colors were standard, but did not want to address the issue of the misrepresentation on the website. I told him that the money we used to buy the jackets was a donation and that our school could not afford to replace them, but he would not offer any reasonable solution. He told us to "just wear the jackets". I considered this, but since maroon is actually the school color for several local teams, including an inter-conference rival, I thought this was a silly idea. In fact, I showed them to the kids on my team (without their knowledge of the problem) and they refused to wear them, and were quite upset that they were the same color as a rival team.

I also emailed Boathouse to suggest a compromise, but they did not respond to my email. I suggested that they refund me the difference in cost between what the jackets cost them to make and what they charged me. I thought this was a more than reasonable proposal, but they have obviously dismissed it with their lack of communication.Desired Settlement: I would like the jackets replaced with jackets of the proper color for my team.

Business

Response:

May 22, 2014To Whom It May Concern:I have read [redacted]’s complaint, and understand his frustration. Since his school's color is “scarlet” (a shade of red we don't offer), he needed to select one of our standards (red, cardinal, or maroon). Per our sales rep Ryan S[redacted], [redacted] told Boathouse his color was between RED and MAROON (hence, Cardinal). He confirmed cardinal to be the best choice via our website, which shows Boathouse cardinal very close to the color on the school's homepage.[redacted] admits he has not previously purchased custom, which means he is probably Comparing our jackets to retail jackets, which are mostly available in red, rather than cardinal, which I believe set his expectation incorrectly. Rather than comparing our cardinal to his school's color, [redacted] is comparing it to what he has received before from another manufacturer. In regards to our customer service response, Ryan S[redacted] and our President did respond. An offer to remanufacture at cost was proposed. However, [redacted] wanted a refund, which we cannot do because we manufactured the order according to his specifications. We are disappointed that [redacted] is unhappy with his jackets, but believe he has received his order correctly.Most sincerely,M. Gretchen B, COO

Consumer

Response:

[redacted] 3:34 PM (10 minutes ago) to me Hi [redacted] Here's my response: This response is a bit late due to the fact that I'm a teacher and I was away from my school for a few months. I work a different job during the summer, so getting back to work on school business is not easy. I am following up to my original complaint to the Revdex.com with additional information, which I think is relevant to the case. Boathouse Sports replied to my original complaint deflecting blame back to me, however, they have since changed the colors on their website to more accurately represent their products. The images provided demonstrate just how misleading their website's color representations were before they changed them, and more importantly shows that a conscious effort was made to correct something they felt was a problem. The updated colors on their site are effectively an admission of misrepresentation on their part. Just to clarify, the first image is from before I submitted a complaint to the Revdex.com. The second image is from after I submitted my complaint. Thank you very much, [redacted] 3:34 PM (10 minutes ago) to me Hi [redacted] Here's my response: This response is a bit late due to the fact that I'm a teacher and I was away from my school for a few months. I work a different job during the summer, so getting back to work on school business is not easy. I am following up to my original complaint to the Revdex.com with additional information, which I think is relevant to the case. Boathouse Sports replied to my original complaint deflecting blame back to me, however, they have since changed the colors on their website to more accurately represent their products. The images provided demonstrate just how misleading their website's color representations were before they changed them, and more importantly shows that a conscious effort was made to correct something they felt was a problem. The updated colors on their site are effectively an admission of misrepresentation on their part. Just to clarify, the first image is from before I submitted a complaint to the Revdex.com. The second image is from after I submitted my complaint. Thank you very much, [redacted]