Fanatics, Inc.

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the Fan Cash that was issued for the gift return has expired after 6 months of inactivity.   We are sincerely sorry for the inconvenience this has caused and for the delay...

in resolution. Shortly after the expiration of the Fan Cash that was issued as the refund for a gift return, we issued a Gift Code for the gift recipient and emailed the details. We have now emailed the gift recipient again with the details of the Gift Code.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the item received was not shipped within the timeframe provided. The consumer reached out to [redacted] and were unable to receive a timely resolution.   We are sincerely...

sorry for the inconvenience this has caused and for the delay in resolution. We have reviewed the order and understand the frustration the consumer has due to the delay. We have spoken with the consumer and will make the appropriate departments aware of the customer service issues so it can be addressed and resolved. We have provided a full refund of the purchase and the consumer is not required to return the items once received. The original order as well as the replacement at no cost has been escalated for quick shipment. A credit has been provided for use towards a future purchase. The consumer has been contacted by phone.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that a significant delay was experienced in shipping this order. We recently upgraded our shipping systems in our warehouse, and unfortunately it caused some issues that we have been...

working through. We are truly sorry for the ongoing frustration and inconvenience this caused our loyal fan. We do see that the package finally shipped on 10/25 via [redacted], it can be tracked via the link below:   [redacted]   We do see active recent scans, and are very hopeful the package will arrive soon.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have refunded the shipping on this order in the amount of $24.95 as well as 30% of the remaining value of the order ($32.69). We hope this resolution is acceptable, and welcome the consumer to reach out directly via the phone number below to discuss further.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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
I am rejecting this response because:
Regards,
[redacted] They need to check what they are shipping.. They'd send me size XXL and I ordered XXXL What I'm I going to do with the small size ?Use it even its way too small ?Will you use a small size ?

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the information and found that our consumer was unsatisfied with the online shopping experience overall. The consumer is unhappy that the item he placed in the shopping cart was purchased before he...

could finish his check out. We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that the inventory is live, so the item will be available until it is actually purchased and removed from the live inventory. We would like to advise that a credit in the amount of $25.00 was added to the consumer's account as a courtesy for the inconvenience. We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at ([redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the information and found that the order has not shipped by the ship date provided. The consumer did not reach out [redacted] to receive a timely resolution. We apologize for the inconvenience this has...

caused and for the delay in resolution. We would like to advice that a full refund has been issued back to the method of payment as well as the consumer will receive the merchandise. The consumer has been contacted by phone.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at ([redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reached out to our e-mail marketing managers and had the consumer’s e-mail address removed from any lists. She should no longer be receiving these e-mail communications.   We are sincerely sorry for...

the inconvenience this has caused and for the delay in resolution. We attempted to reach the consumer by phone, but were unable to connect directly. We felt sending an e-mail resolution would not be appropriate in this situation.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Although, the 30-day return policy is in effect there are consumers that do not choose to immediately wear and/or try the item out for months, however whenever we choose to use the product/item. If the item may have a defect and the consumer (humans) do not discover right away, there still needs to be a much more reasonable time-frame for properly supporting the products/items sold by your distributor. Again, thank you for no hassle and for extending your courtesy.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the consumer placed an order with us on October 17, 2016. The consumer contacted us on 10/19 regarding the discount not being applied, and she was advised at that time that her...

order did not meet the specified qualifications. We do see that the order had a free shipping promotion applied to it. Therefore, it was ineligible for the [redacted] Checkout promotion per the following notation: “Cannot be combined with other promotions or discounts.” All of the terms and conditions of this promotion can be reviewed at the following location: [redacted]. At the bottom of the page under the list of teams.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We do see that a $15 refund was issued as a courtesy for the confusion regarding this promotion on 10/21. We have now issued an additional refund in the amount of $10 to bring the total refunded amount to $25. We apologize again for any confusion about this promotion, and we hope that the consumer will allow us an opportunity to make this right on a future purchase!   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]85, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   We apologize the resolution is not satisfactory. We have contacted the consumer and assisted in replacing a new order with successfully entering the code and expediting the shipping of the item to next business day.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and show
that the consumer first contacted our customer service team on January 3, 2016
in regards to returning an item she received as a gift that was too small.
Unfortunately the agent she...

spoke with was not well versed in our return
process and advised the consumer that the item was not able to be sent back.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At this time we have waived the cost of the
return label and welcome the consumer to return the item for a store credit that
can be used towards a future purchase with us. We have also advised the
consumer that we would be more than happy to waive and expedite the shipping on
the new order with us. We provided this resolution to the consumer via phone.
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t
hesitate to contact me directly at [redacted].
Sincerely,
[redacted]
[redacted]

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.  For clarity they emailed me regarding the $10 and I rejected that minimal gesture  they never credited my account another $20  Overall I want the system fixed and tax to start being credited per return the way it should be  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The response is not true. I contacted [redacted] yesterday to let her know this $59.02 credit did not appear in my account and she informed me that they are again having technical difficulties, which seems to be a common problem. She told me the credit would appear in a couple hours. 24 hours later, my balance is still showing as $0.00.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the refund was processed to the original form of payment used at checkout when the items were found to be out of stock. The consumer reached out to [redacted] in regards to the refund...

being reversed and were unable to receive a timely resolution.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Upon review of the account, we can confirm the refund has been reversed and we have added the amount refunded, as well as an additional credit, to the store account. The consumer has been contacted by phone.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,  
[redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the consumer placed his order on Monday, February 06, 2017 for the [redacted] Men's [redacted] Navy [redacted] Bound Game Jersey which was expected to ship no...

later than March 2, 2017. On 3/5 the consumer reached out to us via e-mail requesting an update as he had not yet received a shipment notification. This triggered an auto-response from our e-mail service that did not address the consumer’s questions. The consumer then reached out to us via social media and when our representative looked into the order we found that the item had not shipped because it was not available and the order was subsequently cancelled. There was not clear communication with the consumer as to why the cancellation occurred, and this caused him to become very frustrated with the process.  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We reached out and spoke to Mr. [redacted] by phone in an attempt to resolve this issue. We offered an alternative item at a 50% discount, but the consumer felt that he needed to be certain the item he initially wanted would not become available again if he was going to settle for something else. We reached out to our Buyers and did receive confirmation that the item was limited and would not be coming available for purchase again. We also got a definitive confirmation that the item was cancelled because we did not receive as many of them as we were promised when we put them on sale.  We have been unable to reach Mr. [redacted] again to discuss this by phone, and instead sent a detailed e-mail advising of our findings. We placed a $60 credit into the consumer’s account to be used towards his next purchase, as that is 50% of the value of the item purchased. This is in addition to the $20 credit he had in his account already, leaving a total of $80 to use towards his next purchase.  We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time. If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted]. Sincerely, [redacted]

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and saw that the customer contacted regarding his delayed order. We have recently upgraded our warehouse management systems, and it did not go exactly as planned. We were then hit almost...

immediately after this with a hurricane that only caused further delays and frustrations. We are truly sorry for the inconvenience this has caused. We see that the order was partially shipped on 10/15/2016 and marked as delivered on Tue 10/18/2016 at 12:37 PM. Unfortunately, one of the items was found to be out of stock, and was not shipped with the other items.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a full refund for the value of this order as a courtesy, and welcome the consumer to keep the items as our gift for the inconvenience experienced. We attempted to provide resolution by phone, but did not receive a response to our outreach. We welcome the consumer to call us at any time, directly, if further assistance or clarification is needed.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Upon receiving this complaint, we reviewed the account and
have confirmed that the taxes didn’t properly credit when the return was
processed, and we confirmed the previous order mentioned was also affected by
the system error.
 
We are sincerely sorry for the inconvenience this...

has caused
and for the delay in resolution. We have confirmed that the order has been
fully credited as requested. For the inconvenience, we have provided $10 Fan
Cash to your account. We provided the resolution via email.
 
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
 
If we can be of any further assistance, please don’t
hesitate to contact me directly at ###-###-####.
 
Sincerely,
 
[redacted]
Senior Fan Advocate