Fan Cloth

Ordered school sweatshirt in AUGUST...now Oct 11 and nowhere in sight. Three emails along the way and their response was to blame someone else. Asked for partial discount and was told credit was given to School! NEVER USE FANCLOTH

Should be reported to the RevDex.com. Our football team closed an order with them on 08/22/19 with the guarentee that the order would be delivered within 2 weeks. It is now OCTOBER 8, 2019 and still NO ORDER. We only have 4 games left in the season, what good will the customized orders be for parents with Seniors or players who don't keep their number year to year.
DO NOT USE FANCLOTH!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although they continue to state they only received one call from us (which is false) we are glad to be no longer receiving calls from themShould they start calling us again we will file another complaint
Regards,
*** ***

We have sent catalogs to the school in hopes to work with them each yearWe have received one request for us to take them off our list of schools - and have not called them since that requestHowever, Kevin Reed an instructor at the school got connected with us this year in August and asked for
some catalogs from us. Hope this helps - they are off our list completely

Thank you for giving us the opportunity to respond to the above referenced complaint I was firstmade aware of *** ***'s order issues on 11/15/and immediately went to work resolving them *** *** called us on 10/3/to report discrepancies with her order, but she hung up due
to a poor connection, so Customer Service Rep *** *** called her back and left a voicemail and sent an email in an attempt to resolve everything *** *** called back on 10/and reported the following Issues to ***:Missing Items:#Qty (5)#Qty (1)#Qty (3)#Qty (1)Screenprint Issues:#Qty (1)#Qty (1)#Qty (2)#Qty (1)Our records showed that we shipped all of the missing items, but our customer's satisfaction is our#priority, so we remade them to compensate for the screenprint issues the customer experienced We completed the (15) items reported and incurred the cost to ship the replacement order FedEx Overnight Delivery to get the order to *** *** as quickly as possibleOnce she received the order, she called us again on 11/and reported two more items missing that werenot previously reported (#9-XL and #4-MD) Our company policy requires customers to report order discrepancies within hours of receiptFor customer satisfaction, we allowed *** *** to report those issues almost days after she received her order, but because the Fall is our busiest time of year the turnaround time to get her these items is longer than usualI have confirmed with Production that #9-XL and #4-MD are both shipping tomorrow 12/13/These two items will complete the order In-full.Our goal is to always provide the highest level of Customer Service and the highest quality products to our customers and we take it very seriously when this doesn't happen I've left Ms.*** a voicemail and would love the opportunity to speak with her If there's anything else that wecan do to make her experience with us better

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Your "many" calls were made only twiceThey were filtered as spamThey were after my complaint was filed with the Revdex.comThe item in question has still not been found by any of the liaisons who facilitated the fundraiserI will gladly accept a full refund
Regards,
*** ***

We have only one record of a callI understand the rejection of the original filing of this complaintHowever, we have removed this school from any record we have of callingThey are no longer on a listThanks

We never want to leave a matter unresolved with a customer and I would really love the opportunity to speak with this customer personally We respect their decision, but I hope they will give us a chance to work with them in the future

We only have received checks from [redacted] total $885. That left a remaining balance of $753 on his invoice. Ove the course of the 8 weeks in question, we sent [redacted] information on the $753 that he still owed. After spending this last week checking what was originally sent to us. We as a company...

decided to meet [redacted] halfway on the bill, because he discovered that the original shipment had cash in it, and the package was opened and resealed as it was on its way to us. We have credited the account $376.50 which [redacted] accepted as a fair resolution in the situation that occurred. [redacted] should be responding back to Revdex.com to let you know this has been resolved.

[redacted]'s accounts of what has happened is listed below. We have compensated/resolved her issues in the following ways: raised her profit kick back to the school, waived the presorting fee, and wrote a letter for her to give to the people effected by our errors (even though the school mailed the check...

to us late)..Customer Care | Fan Cloth | [redacted]t: [redacted] | f: [redacted] | e: [redacted]

There was a miscommunication between what was reported and what was received. I have since contacted Edward as of yesterday 2/7 and we are getting this rectified for him and his wife. He said because of us getting it clarified for him, he would be retracting his complaint with the Revdex.com. Thanks

Thank you for the opportunity to respond to the above referenced complaint.  The account was originally set up by [redacted] on 9/21/2016 under a Booster Club program and all of the apparel said either “[redacted] Mustangs” or “[redacted] Athletics”.  [redacted] initially told us that she...

didn’t really have any interest in running the fundraiser, but on 11/2/2016, [redacted] called Fan Cloth and told us that she and [redacted] were going to run the fundraiser together.  [redacted] submitted a revision that day to change the apparel to say “[redacted] Staff”.  [redacted] replied to the catalog our Art department emailed her for her approval “We approve of the flyer” (see attachments) on 11/9/16.  The order was submitted on 11/10/16 and we produced and shipped the order as ordered on 11/19/2016.  [redacted] called us on 11/30/16 when the order was delivered and told us we had printed the order incorrectly.  We immediately sent a FedEx return label so that we could fix the issue.  However, when we received the order back we realized it wasn’t printed incorrectly.  It was printed exactly as [redacted] had approved.  Because [redacted] was the contact on the account, we were required to make any changes to the artwork that she requested.  Unfortunately, it doesn’t appear that she and [redacted] were in agreement on what the art would be. We are more than happy to allow them additional time to pay their invoice while they sell the 42 items from their first order and would be willing to compromise and extend a 15% discount on the items.  We have also offered to discount a new order if they would like to do that, but the call was disconnected when these were offered.The most important thing to us is that we retain [redacted] Schools as a customer.   I would love the opportunity to discuss a resolution with one of their representatives.Sincerely,

Complaint: [redacted]
I am rejecting this response because: Superintendent [redacted] has decided that we will no longer waste time trying to resolve this issue with Fan Cloth. They will not accept responsibility for their error and we cannot 'sell' the items that were printed with Staff on them, when these had student names on them. He has determined that the [redacted] School District #** will no longer use Fan Cloth as a vendor.
Regards,
[redacted]

Hello, Our window for reporting errors is 30 days from the original order delivery date. The order was delivered on 10/25/17 to the school. There were other errors reported and resolved with this account but I do not see any mention of the items you listed as being missing. We can not honor...

this discrepancy due to the time frame. You can reach out to the contact of the team in regards to your missing order.This was the message we sent her. The contact on the actual account has this information and has been told this as well. We would be more than happy to refund Lindsay the items - but she has not returned my many phone calls and emails to her in an attempt to help her, even though it is against our company policy.  Please have her contact us - [redacted] - ask for [redacted]

Complaint: [redacted]
I am rejecting this response because:this is not true! The "instructor" they are speaking of is our Athletic Director and he contacted them to be removed from the list.  Just last week they contacted our school 3 times as in the previous few weeks. Each time I asked to be removed from the list and 3 times I asked to speak with a supervisor.  The last time I spoke with a supervisor he yelled at me and called me a liar and was very unprofessional resulting in me ending the call.
Regards,
[redacted]

Thank you for giving us the opportunity to respond to the above referenced complaint.  We were first made aware of Mr. [redacted]’s concerns on 4/22/2016 when he reached out to us via web chat at fancloth.com.  He notified us that his son received a product that he believed was not an...

authentic Adidas product.  When Mr. [redacted] stated that the Adidas Climalite shirt his son received was not as it was advertised, the customer service representative he spoke with (Kaylen Flores) thought he was just unhappy with the product he received, so she explained our Return/Exchange policy to him.  He then further explained that he believed we are deceptively printing the Adidas logo on products.  With the information she had at the time, she explained to Mr. [redacted] that we do not print the logo of any other company as that would be fraud. During this chat conversation, she asked her supervisor, [redacted] if she had any knowledge of the issue.  Amanda explained to [redacted] that Adidas had a product shortage and that what we were sending to customers was Adidas’ solution to the product shortage.  [redacted] then asked Mr. [redacted] to please send us a photo of the garment in question so she could look into the situation further.  He responded that he would send the photos to [redacted].   We received the photo on 4/25/2016 and [redacted], the Customer Service Supervisor, reached out to Mr. [redacted] via email on 5/4/2016 and asked him to either email or call her to resolve the issue to his satisfaction. Mr. [redacted] responded the following day (5/5/2016) and told her that email was the best communication format for him.  She emailed him and thanked him for letting us know about his concerns and that we would be happy to issue a refund of a $50 Visa card to his son for the item (the Adidas Climalite shirt he purchased was $28).  He responded that they would be agreeable to the $50 Visa card and gave us a mailing address to send it to.  Amanda explained that it takes 2-3 weeks for processing and shipping.  During the time we were processing the Visa card, Mr. [redacted] went on Yelp and posted a complaint about us (see attachment) on 5/16/2016 and also on Google Review on 5/17/2016 (see attachment).    [redacted] emailed Mr. [redacted] on 5/18/2016 confirming that his Visa gift card was mailed and he should receive it any day.  She also told him to please let us know if there’s anything else we can do for him.  We received no response from Mr. [redacted] and assumed the situation was resolved at that time.   Because of the initial complaint, the Google Review and Yelp complaints, I emailed Mr. [redacted] on 5/23/2016 at 3:27p CST (see attachment) and explained what happened and apologized for any appearance of deception on our part.  I included my email, work phone and personal cell phone where he could reach me.  I received no phone calls from Mr. [redacted].  I received a notification from Facebook that same day at 7:30p CST that “Ed Alive” had posted something on Fan Cloth’s Facebook page.  Once I started reading the post, I realized it was posted by Mr. [redacted], as the wording of the post was almost identical to the Google and Yelp complaints he previously posted.  I attempted to respond to the complaint but Facebook said it was not a live account.    Our customers are very important to our success and we would never knowingly defraud or deceive them. We feel the situation has been resolved efficiently and to the satisfaction of our customer as stated in his complaint.  If the Revdex.com would like us to do anything else in this matter, please let us know.

JB Covington (actual instructor who set up this campaign) ran our sale in aug of this year. Placed all the orders for the community, parents, kids at end of august and the instructor received all the items mid September. When the items came out and got distributed to the parents and kids…. [redacted]...

[redacted] (a parent for [redacted]) who ordered a #6 Medium [redacted] from their catalog. This is a unisex tee – which is considered to be a dry fit tee that runs a little smaller than normal cotton tee. Which was explained to her and the coach had access to our return policy listed below…**Returns / Exchanges - Because your items are custom-made for you, we are only able to process refunds or replacements for damaged or defective merchandise. To report defective or damaged merchandise, please visit www.fancloth.com/oops for the fastest resolution.  After, she called our office and we explained our policy and returns (also letting her know she is not the account holder but we would help her anyway. We ended up refunding the shirt to her because she was so angry and we did find out our sizing chart was a tad off that was provided to us from our vendors. We refunded it to her and it would be going back through the school account and coach would refund it to her. We have already processed that – and she was happy with that resolution.Thanks

We are extremely sorry that [redacted] experience was not an enjoyable one.  Because we are a custom apparel manufacturer, we only allow refunds or returns when a garment is defective or has a manufacturing error.  When a customer reports a sizing issue, our standard policy is to request a...

photo with a measuring tape to confirm if the sizing issue reported is due to a defective and mis-sized garment.  It was never meant as an insult to [redacted] ability to measure a garment.  A refund for these items was accepted by [redacted] and submitted to our Accounting department on 5/5/17 and we consider this issue closed at this time and hope [redacted] is happy with the resolution.

Complaint: [redacted]
I am rejecting this response because:the check was not mailed late. The check was deposited and cleared out bank on October 18. and your company was not able to locate where the check was credited.when I called I was told payment was not revived. I was told we had not paid but upon providing your company with information that the check had indeed cleared I was told as a courtesy they would begin processing. The issue is not resolved as we have several missing items that we have not revived. 
Regards,
[redacted]

We appreciate you sending this complaint to us so we can investigate and discover why this happened. Fortunately we have already processed the reprint and spoke with Barry and Jessica multiple times about the turn-times. They know they will be receiving the items in question in 2 weeks. The...

sales rep has only been contacted one time since the campaign started – that rep instructed the customer to contact customer service to investigate and correct. Timeline:Customer reached out to sales rep on 9/10 and rep told customer to contact CSCustomer reached out by email on 9/10 to request reprintCustomer called back to add an item on top of the one submitted – we told them the reprint would need to be pulled to add – they said ok. 9/19Customers reprint was sent to production for reprint on 9/19 (rec medium and ordered large)Fan Cloth made an error on size and processed another reprint for this and told them it would be 3 weeks from last week 10/4Fan Cloth sent coach a pair of incentive athletic shoes for the troubles mailed on 10/4 – the customer said that would make them happy. Fan Cloth has experienced some longer than normal turn times this fall and that is being communicated to customers every day if they are effected (this being one of them) – the 2 hurricanes have also put us in a position to have product delays we are waiting for from our suppliers as wellIf you have any questions let me know. Thanks