Ebbets Field Flannels

Complaint: [redacted] I am rejecting this response because:The item was not sent within the timelines statedThe order was accepted 0n Oct and not mailed out until DecThe web site says item delivered in4-weekThe item was not shipped until days after the acknowledged acceptance dateThe item was not delivered until December 17, days after the order was acknowledgedThe crux of all this is that they are slow to respond to inquiries and they failed to inform me that my order was being delayedSincerely, [redacted]

Subject: Re: Revdex.com COMPLAINT # [redacted] VS EBBETS FIELD FLANNELSImportance: HighDear Ms ***, Thank you for reaching out I have looked into the order and it was canceled at the request of the customer The customer was never charged for the product Please advise if the customer would still like the product I can personally rush this through for him but at this time I show that he canceled the order and card was never charged so we can not issue a refund Thank you,

Dear [redacted] , We sincerely apologize for any frustration you may have experienced with your order According to our records, your flannel was shipped in the estimated production time of 4-weeks (Tracking: [redacted] ), as stated below every flannel on our websiteUnder our FAQ's we state that, "When customs clearance procedures are required, it can cause delays beyond our original delivery estimates." Unfortunately, we have no control of the timeline that a package takes to get processed by customs/Canada Post Please let me know if I can assist you with anything else Kindly, Sarah/EFF

Subject: Re: Revdex.com COMPLAINT # [redacted] VS EBBETS FIELD FLANNELSImportance: HighDear Ms [redacted], Thank you for reaching out.  I have looked into the order and it was canceled at the request of the customer. .  The customer was never charged for the product.  Please advise...

if the customer would still like the product I can personally rush this through for him but at this time I show that he canceled the order and card was never charged so we can not issue a refund.  Thank you,

Subject: RE: Revdex.com COMPLAINT # [redacted] VS EBBETS FIELD FLANNELSImportance: HighHello. Maurice S[redacted] here from Ebbets Field Flannels. Please find our response to Mr. [redacted]'s complaint below:[redacted] placed an order #[redacted] on September 17, 2017 for an Illinois State University Redbirds 1969 Home Jersey (Size XXL) - Item #: ISU69H. The flannel was finished and ready to ship on October 10, 2017 and we accessed his credit card to process the payment and complete the transaction. However, the credit card was declined so we contacted him on October 10th to let him know of this. Mr. [redacted] did not respond to the email we sent him and the flannel was put into our general inventory on October 15th. Mr. [redacted] contacted EFF on November 18, asking for an update on his order. We replied on November 20th, explaining the situation with the declined credit card and told him that we still had his flannel and we would ship it to him, once we had a valid credit card on file. He replied on the 21st, asking us to run the same card. We replied to that email on the 21st, saying that we would need the CVC code on the back of the card. Our system doesn't store those numbers for security reasons. He replied on the 28th, with the credit card information we needed. There was a brief misunderstanding regarding the price he was originally charged, as the original order was cancelled and removed from our system, so we didn't have a visible record of how much he was charged. That was cleared up in a follow up email from Mr. [redacted], with a screen shot he had of his original purchase in September. On November 28, 2017, after we had the credit card information and we adjusted the price, we charged 122.85 to his Visa credit card on order # [redacted] and mailed his flannel via USPS First Class to his address in St. Louis. The USPS tracking number for this order was [redacted] and it was delivered to his address on December 1st, according to the USPS.com website. If required, we still have the emails on file that we can forward to you. Please advise. Maurice Client Relations• • • • • • • • • • • • • • • • • Ebbets Field Flannels888.896.[redacted]1723 1st Ave SouthSeattle, WA 98134-1403www.ebbets.comH: 10am - 4pm

Complaint: [redacted]
I am rejecting this response because:This response does not address in any way the issues cited in my complaint.  Firstly, typical shipping times and the stock status of items are not posted anywhere on Ebbets' online website.  A customer is only informed of the stock status once they have provided vulnerable financial information to the company and committed to a purchase (which then must be cancelled to avoid a future charge to their credit card).  This is highly inappropriate and deceptive.  It is clear Ebbets is aware of their unusual lead times to deliver orders and choose to purposely omit this information during the online purchasing and ordering process.  This is also highly deceptive.Secondly, the response mentions a "policy to respond to all emails within 48 hours".  My customer service emails went unresponded for almost 10 days and I only received a response after I called to check in on my order.  This is not the only complaint with Ebbet's responsiveness to email (there are many on the internet) so I think it is inappropriate to mention this "policy" as a crutch when it is clear this is merely "policy" and not Ebbets' actual business practice.  Customer experience (including my own) is that Ebbets' response to email is sporadic, unreliable, and sometimes nonexistent.Thirdly, the response mentions a specific stock policy.  This conflicts completely with what other Ebbets employees relayed to me over the phone - namely, that Ebbets does not hold any inventory and thus manufactures essentially all items to-order, resulting in long delivery times.  Again, this practice is mentioned nowhere on the Ebbets website and nowhere in the online purchasing process for items.  Expected shipping times and the stock status of items available for order are not mentioned. My request of Ebbets is not unusual or burdensome - it is that that the company accurately advertise the lead times to ship items, their unusual inventory policy, and which items they do or do not have in inventory.  This is standard practice for nearly all online retailers.  Instead, Ebbets seeks to circumvent this responsibility by accepting consumers' sensitive information while withholding shipping and inventory status, but not charging them until an item has shipped.  This is a clear attempt to obscure the expected delivery times for items and is the definition of a deceptive business practice.
Sincerely,
 
[redacted]

Dear [redacted],
We sincerely apologize for any frustration you may have experienced with your order. 
According to our records, your flannel was shipped in the estimated production time of 4-6 weeks (Tracking:[redacted]), as stated below every flannel on our website. Under our FAQ's we...

state that, "When customs clearance procedures are required, it can cause delays beyond our original delivery estimates." Unfortunately, we have no control of the timeline that a package takes to get processed by customs/Canada Post. 
Please let me know if I can assist you with anything else.
Kindly,
Sarah/EFF

Complaint: [redacted]I am rejecting this response because:The item was not sent within the timelines stated. The order was accepted 0n 15 Oct and not mailed out until 01 Dec. The web site says item delivered in4-6 week. The item was not shipped until 47 days after the acknowledged acceptance date. The item was not delivered until December 17, 64 days after the order was acknowledged. The crux of all this is that they are slow to respond to inquiries and they failed to inform me that my order was being delayed. Sincerely,[redacted]

With regard to this customer's complaint. There are no intentionally deceptive practices of any kind. We have been in business for 27 years and enjoy an excellent reputation. To the specifics: We make small batches of authentic, high quality baseball caps. We offer as many teams as possible to our...

customers. Each cap must be stocked in eight different sizes, and we must manufacture a minimum number of caps to re-stock a particular hat. Therefore, out-of-stock situations on particular sizes sometimes happen, and cannot be completely avoided. In such a case we communicate the situation with the customer, and we also DO NOT CHARGE the customer's credit card until we ship the cap. We also send email newsletters regarding new products which we clearly state are not in stock yet. We offer a discounted pre-order price, and again do not charge until the product ships. These policies and conditions are clearly communicated in these offers. As to emails: Our policy is to respond to all emails within 48 hours. I do not know why this customer was not responded to, it could have been a technical issue (wrong spelling, spam folder, etc), but we are available six days a week by phone for customer service in addition to email. We publish our customer service number on our website. This situation could have been easily resolved through one telephone call had the customer felt the emails were not getting through. So, while we certainly apologize for any inconvenience and are very willing to do anything it takes to satisfy this (or any) unhappy customer, there is no false or misleading practice on our part. In our view this situation did not warrant a complaint to the Revdex.com, as we responded to the customer and never took the customer's money. We are perfectly happy to resolve the issue to the customer's satisfaction, but in order to offer the range of products we do there is no way to guarantee full inventory at all times. We do our very best as there can be no possible gain for us to make any customer unhappy.