Elite Sportswear, L.P.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Hello, Please be aware there are actually TWO issues with Gk Elite. 1. The first issue - Elite to replace/credit for the faulty uniform they sent for my daugther - This HAS been resolved - and I am awaiting a credit from the gym, [redacted] . 2. The second issue - Elite to send back to me the original "faulty" uniform as promised (email attached) This has NOT been resolved. They sent the faulty uniform to my old address - and did not request signature confirmation. [redacted] has told me to follow up and seek reshipment from Elite. To conclude - I am still waiting for the promised original "faulty" uniform to be sent to me as promised in the email attached. I should not be punished for Elite not using signature confirmation when they ship and sending to an old address. Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because Gk has not addressed their customer service issues or offered to replace the uniform they lost. Not sure what their last rambling letter was supposed to resolve? They seem to be stumbling over the facts. In summary:
Original Uniform was mailed to and received by the gym. The gym identified that my daughters uniform had the wrong color blue on the sleeves. (this can be confirmed by the gym owner)
Gk would not send another top (with the correct color) immedicately to the gym - as they expected me (the customer) to ship it back for "review". There was no time to ship it back before the competition season. My daughter had to go to all cheer competitions with the wrong color blue on her sleeves. This was very embarrising - and unacceptable for what I paid!
If, as Gk states, the arrangment was between the gym and Gk - then why was I being asked to send back the uniform? ** involved me - then they don't want to work with me when they realize they shipped the defective uniform back to my old home address - without ever notifying me of the shipper or tracking number. If they only deal with gym's and not customers - why didn't they send the original uniform back the gym - instead of my old home address? This would have been the appropriate option if they only dealt business to businessBut as you can see - clearly - they do not follow their own policies
Most importantly attached is my email to Kristin L*** - dated 07/11/- advising that I had moved - (four) days before they shipped back the defective uniform to my old home address - and Gk chose no signature confirmation - I was never asked. Furthermore - I was never advised on or around 07/15/14 that they were sending the uniform back to me via *** ** or provide me with the tracking number. It was not until December that I was even aware that they shipped it back at all! Since so much time has passed, *** ** told me to contact the shipper for a replacement
A refund instead of a new remake was just issued to me by the Gym - not Gk. ** has arranged to give my "credit" to the gym for the value of the remade uniform. However, ** still has yet to send me the promised original defective uniform (or replacment) for the one they lost in shipping. When I called *** ** to see if they could track this down - they said since so much time has passed - to contact the shipper (**) as they are responsible for a replacment or reship
** knows they sold my daughter the wrong color uniform - and then did not offer to immedicately make it right and send another top. ** then continued with their horrible customer service by making the customer (me) send back all three pieces of the uniform. They then promised to send me back the original three piece defective uniform - but I never received it. Just because ** shipped it to an old address - they want me to just forget about it. They have provided me with terrible customer service right from the beginning. They know they handled this whole situation terribly.
All I am asking is what was promised to me - the original uniform (or a remake since they lost the original uniform at this point).
Regards,*** ***

July 13, 2017Dear ***,We reached out to Brianna via telephone and this matter has been cleared upShe ordered these gaments through our contracted supplier *** and not directly through usWe shipped exactly where the customer requested the package to be shippedThe address given was not her
home address, it was a company she contracted to ship the package to the Dominican RepublicThe issue was with this carrier the customer hired to deliver the order and not DolfinWe made the decision to refund Brianna the full amount that her credit card was chargedShe confirmed that the credit was processed, We will absorb the shipping cost and additional fees to try to get our product back from the carrier that she hiredThis was not Dolfin's fault and we couldn't have prevented this from occurring in anywayWe value our customer and believe in doing what we feel is in the best interest of the customer,Please feel free to contact me with any further questions.Thank you,Melinda * S*VP of Customer Care

Dear *** ***,Let me begin by stating *** *** is not our customerWe have never sold any product to or collected any payment from *** ***The team her daughter belonged to, *** ***, is in fact our customer*** *** purchased uniforms from our company and
resold them at a marked up price to their customers.In regard to this complaint we were made aware of the situation and improper delivery by our customer, *** ***, on December 11, We filed a claim with *** but to expedite the resolution we immediately issued a credit to *** ***To protect our customer we refunded not only the amount they paid us for the uniform but also the amount of gross margin they would have lost by refunding *** *** her total purchase priceThe refund was in the amount of $We received an e-mail from the owner of *** *** (attached) acknowledging that they received our refund and stating that she would refund *** *** the money for her daughter’s uniformWe feel that this matter is closedVery truly yours,
Stephen B
Executive Vice-President Elite Sportswear

July 2, 2014
Dear [redacted]:We received notice of a complaint that was submitted to you on 6/18/14, The assigned id # is [redacted]. Enclosed is a copy for your reference.We reviewed the information that we have on file regarding the request for a return/exchange from [redacted]...

[redacted], the lead person for the [redacted] Booster Club. The items in question were purchased by [redacted] using the [redacted] dealer account. The items that were returned to ** were received by us on 5/19/14 along with the request to process an exchange order due to sizing- Style [redacted] was no longer available and we attempted to contact [redacted] on 5/28/14.On 5/29/14 [redacted] (authorized contact person for [redacted]) contacted the Credit Department at ** and requested the account to be changed to an "authorized only" account which means that ** would not allow anyone to place an order using the gym's account who was not listed on the account as an authorized person. [redacted] was the only person authorized to place orders or to obtain information regarding the account. A code was set up for security purposes.Our Customer Service Department tried to contact [redacted] at [redacted] to let him know that [redacted] was requesting an exchange. We were unable to reach him by phone; therefore, we sent an email on 6/17/14.On 6/17/14 [redacted] contacted our Customer Service Department regarding the returned garments. She was advised that we could not process an order for her because she was not authorized on the account. We said that we could give her the credit for the returned garments. On 6/18/14 we processed the paperwork to refund the credit card that was used to place the order. The refund for $68.16 was applied on 6/19/14 to [redacted]'s credit card.Depending on the customer's bank, the credit could take up to 7-10 days business days to appear on the customer's account. The credit amount of $68.16 includes the 3 garments that were returned plus a 15% restocking fee. A15% restocking fee is charged to dealer accounts based on our company policy,On 6/18/14 [redacted] contacted our Customer Service Department and stated that he authorized an exchange order to be processed for [redacted] for this one time only, The credit for the returned items had already been processed at this time** Elite Sportswear was not at fault in this matter. The dealer account in reference is [redacted]. We are responsible for upholding the guidelines of our dealer policy and protect the rights of our customers, [redacted] received a refund for her returned garments.To demonstrate our commitment to our customer's, ** will waive the restocking fee and will credit [redacted]'s account with an additional $11.40 and we will provide her with an additional $25 credit (on her credit card account) that we hope she will use for future ** purchases.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
My credit card was refunded the $68.16, however they did not give me the restocking credit or customer credit they stated they gave me. Also, I received a phone call from ** and [redacted] on 6-18-14 stating that my items were being shipped! Very disgusted  with this company. 
Regards,
[redacted]

Check Message tab or see attached.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
Hello,
Please be aware there are actually TWO issues with Gk Elite. 
1.  The first issue - Elite to replace/credit for the faulty uniform they sent for my daugther  - This HAS been resolved - and I am awaiting a credit from the gym, [redacted].
2.  The second issue - Elite to send back to me the original "faulty" uniform as promised (email attached)  This has NOT been resolved.  They sent the faulty uniform to my old address - and did not request signature confirmation.  [redacted] has told me to follow up and seek reshipment from Elite. 
To conclude - I am still waiting for the promised original "faulty" uniform to be sent to me as promised in the email attached.   I should not be punished for Elite not using signature confirmation when they ship and sending to an old address.
Regards,[redacted]

Dear [redacted],| believe some of the documentation and correspondence that [redacted] provided to you has been taken out of context. I am attaching three more documents dated July 10th, July 15th and July 22nd. I also want to clarify again that [redacted] did not purchase this uniform directly from GK. She purchased this uniform from [redacted] so there was no money exchanged between [redacted] and GK. She paid the gym directly not GK.
Please see the first document dated July 10th. This is the e mail that [redacted] has referenced in her most recent complaint to you. It states that GK would remake the uniform but not offer any kind of refund and we would also return the old uniform to her. We sent out the old uniform to [redacted] on July 15th to the address that [redacted] supplied to us prior. Please see the second attachment which is the [redacted] delivery confirmation to [redacted] that the old uniform was shipped back to her. Gk never requires a signature for residential deliveries unless the customer requests this and [redacted] did not. [redacted] sent anothere mail on July 22nd which is seven days after the old uniform shipped stating that she did not hear back from us and that her address had changed. The garment was already shipped and delivered on July 17th to the address [redacted] originally provided to GK. I am not sure why [redacted] is blaming GK or [redacted] when she did not inform us that her address had changed until 22nd. This was after the package left our building. The tracking attached from [redacted] stated that this package was delivered.
I would also like to bring attention to the original e mail sent to [redacted] where Gk states that the original garment was washed incorrectly and that is what caused the color fade. None of the other 38 uniforms had any issues. We offered to re make the uniform as a Courtesy only. [redacted] left this part of the e mail off when she forwarded the other section to you. We also stated we would not refund any money to [redacted].In an effort to avoid any harassment and numerous calls to our company we worked with [redacted] to send [redacted] a full monetary refund to satisfy this situation instead of making her a new garment. [redacted] did not want another garment because her daughter no longer cheers for this facility. 
GK has gone above and beyond for this individual and she was given a full refund for a garment that she destroyed. The original option offered by Gk was to make a new garment and to return the destroyed garment. This offer was changed by [redacted] because she wanted a monetary refund and not a new garment. GK should not have any obligation to ship back the destroyed garment once a monetary refund was given for that garment. Gk tried to ship back the destroyed garment anyway. [redacted] would have the old garment if she would have provided us with a correct address before we shipped the garment.
We have gone above and beyond for this individual and consider this matter closed.
Very Truly Yours,
Melinda S.
Customer Service Manager

Review: I ordered some items, but needed to exchange them for a different size. Called the company for a "return authorization" within the return time frame. Was given the authorization, and sent items back. I am now being told that they can't send exchange items nor will they credit my credit card because of account changes.Desired Settlement: If they are not going to deliver my order, they need to credit my credit card. I assume it would be illegal to charge someone for goods they didn't receive.

Business

Response:

July 2, 2014Dear [redacted]:We received notice of a complaint that was submitted to you on 6/18/14, The assigned id # is [redacted]. Enclosed is a copy for your reference.We reviewed the information that we have on file regarding the request for a return/exchange from [redacted], the lead person for the [redacted] Booster Club. The items in question were purchased by [redacted] using the [redacted] dealer account. The items that were returned to ** were received by us on 5/19/14 along with the request to process an exchange order due to sizing- Style [redacted] was no longer available and we attempted to contact [redacted] on 5/28/14.On 5/29/14 [redacted] (authorized contact person for [redacted]) contacted the Credit Department at ** and requested the account to be changed to an "authorized only" account which means that ** would not allow anyone to place an order using the gym's account who was not listed on the account as an authorized person. [redacted] was the only person authorized to place orders or to obtain information regarding the account. A code was set up for security purposes.Our Customer Service Department tried to contact [redacted] at [redacted] to let him know that [redacted] was requesting an exchange. We were unable to reach him by phone; therefore, we sent an email on 6/17/14.On 6/17/14 [redacted] contacted our Customer Service Department regarding the returned garments. She was advised that we could not process an order for her because she was not authorized on the account. We said that we could give her the credit for the returned garments. On 6/18/14 we processed the paperwork to refund the credit card that was used to place the order. The refund for $68.16 was applied on 6/19/14 to [redacted]'s credit card.Depending on the customer's bank, the credit could take up to 7-10 days business days to appear on the customer's account. The credit amount of $68.16 includes the 3 garments that were returned plus a 15% restocking fee. A15% restocking fee is charged to dealer accounts based on our company policy,On 6/18/14 [redacted] contacted our Customer Service Department and stated that he authorized an exchange order to be processed for [redacted] for this one time only, The credit for the returned items had already been processed at this time** Elite Sportswear was not at fault in this matter. The dealer account in reference is [redacted]. We are responsible for upholding the guidelines of our dealer policy and protect the rights of our customers, [redacted] received a refund for her returned garments.To demonstrate our commitment to our customer's, ** will waive the restocking fee and will credit [redacted]'s account with an additional $11.40 and we will provide her with an additional $25 credit (on her credit card account) that we hope she will use for future ** purchases.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My credit card was refunded the $68.16, however they did not give me the restocking credit or customer credit they stated they gave me. Also, I received a phone call from ** and [redacted] on 6-18-14 stating that my items were being shipped! Very disgusted with this company.

Regards,

Business

Response:

Check Message tab or see attached.

Review: Our [redacted] gym ordered uniforms and warm ups that were needed for the beginning of competition season in October 2012. In October were were called in to the gym and told that our rep had been fired and that our order had never been placed. A new rep was on the phone and promised to do everything possible to make this right. We did not get uniforms until almost Christmas and today we still do not have the jacket and pants that make up the warm ups. We only have two competitions left in the season and are being told there is no delivery date.

I am embarrassed on behalf of our gym that we spent so much money with a company that cannot fix problems or give solid answers. Paying almost $400 for a uniform is something not many families can afford and it is far more than we as parents would pay for something for ourselves. I am not pleased with the quality of the uniform we received with such a high price tag but by Christmas we just wanted our girls to have a uniform so we just accepted it. I feel like GK has our money and they really could not care if we are happy with their service or that we will end the season without receiving the warm ups that we should have worn to every competition starting back in October. I hope that our gym never orders from them again....if we hear that they are planning to I think our gym owner will have MANY unhappy parents. This company has certainly put a black cloud over our season....this is not a cheap sport to participate in and many of us struggle to be able to allow our girls to do it.Desired Settlement: I believe at this time each person that has ordered should be able to decide if they still want the warm up or if they would prefer at this time to just get a full refund. Some people will probably not be returning to the gym next year so they will have no use for the warm up which was very expensive. Communication has been poor, shipping and manufacturing has been poor and the product is certainly not worth the price. I would tell any gym owner to think long and hard before placing an order with this company and if they do they should expect late orders, excuses and no answers AND a gym full of unhappy parents which can cause a gym owner to lose their business!

Business

Response:

{Please see attachment.}