Fanatics, Inc.

Hello [redacted] and Revdex.com of North Florida,       We apologize again that the consumer is not satisfied with the resolution we offered. We did attempt to reach out to our consumer to provided further assistance on January 23, 2017. We left a detailed message including a callback number, and our consumer hasn’t responded as of today January 24, 2017.   If we can be of any further assistance, please don’t hesitate to contact me directly at ([redacted].   Sincerely,   [redacted]   [redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and see
that the customer was unaware of the special ship dates on the items purchased.
We are sincerely sorry for the inconvenience this has caused
and for the delay in...

resolution. We have issued a full refund for the
inconvenience the customer experienced. The refund will post back to the
original form of payment within 10 business days. Unfortunately, we do not have
any control over the time it takes for the refund to post once we issue it. The
customer may contact his bank for more information. We have called the customer
and left a message, as well as sent an 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 [redacted].
Sincerely,
[redacted]

Company's response below:Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the customer did purchase the 2015 PGA Championship 13.75" x 20" Embroidered Pin Flag from FansEdge eBay Store. We see that the items were found to be...

unavailable in our warehouse and the order was cancelled and fully refunded on 8/18/15. We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that a full refund was issued back to the origin** method of payment. We completely understand the frustration with this issue, and have offered a $20 refund on the next order once it is placed via our eBay store. It would also be our pleasure to upgrade the shipping on the consumer’s next order as a courtesy. We provided this resolution via e-mail. 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

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that an order was placed by the consumer on Thursday, June 30, 2016 for a [redacted] B-Line Slingbag Backpack – Black. On 4/5 we received a phone call from the consumer stating...

that the strap on the backpack had broken. At the time of that phone call, the item was outside of our standard timeline to report damaged/defective items. The following information appears in our online help portal:   Please note:All damaged/defective merchandise must be reported within 30 days of your order's ship date for packages shipped within the United States, and within 45 days of your order's ship date for packages shipped internationally.If we are notified of your damaged item(s) after this timeframe, we will be unable to process your request.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As a one-time courtesy we have processed a full refund for the item, as it is no longer available in inventory to issue a replacement. We contacted the consumer by phone to advise of the refund being issued. In addition, the original item does not need to be returned. We advised the consumer that they can keep or discard the item at their convenience.   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.  Thank you for the assistance in escalating the matter.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint, we reviewed the account and found that the order had not been shipped as of yet due to a delay. 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 can confirm the order has now been shipped and delivered October 28, 2016. A discounted refunded has been processed for this inconvenience. A voicemail was left by phone and an email confirmation has been sent with tracking information. 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 order was not shipped by the ship date 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. A full refunded has been processed per the consumer’s request and the package has been delivered. The item received does not need to be returned. A voicemail was left via phone and an email was sent with the refund information.      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
details and found that the consumer reached out to us about an incorrect
spelling on a customized jersey.  The
customer requested updates from us multiple times about this, and it was not
properly resolved by our customer service...

team.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We spoke to Ms. Lombardo, and processed a replacement
for the incorrect item, and have confirmed that it was received and that she is
satisfied with the item that was shipped. The consumer currently has $40 of Fan
Cash credit to use towards a future purchase. We have provided the resolution
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 ###-###-####.
Sincerely,
[redacted]Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,
 
Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us on multiple occasions in regards
to his order not being shipped within the expected time frame. The customer was
advised the...

shipping was upgraded and that we would ship the order as soon as
possible. The package left our warehouse on 9/14/15 and was marked as delivered
on 9/16/15.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that the order was finally
shipped and delivered. We have issued a refund for the value of the order as a
courtesy, in the amount of $10.81. We provided the resolution via e-mail.
 
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]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the information and found that our consumer contacted us several times for an update as to when the order would ship from our facility. The consumer did reach out to [redacted] to receive a timely resolution...

We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. Our consumer was issued a full refund for the merchandise in the amount of $42.99. We also show that the item was delivered to our consumer's mailbox on January 17, 2017 per tracking.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 truly are sorry for this awful experience, and we hope she will allow us another chance. We ask that she please let us know if there is anything else we can do to make this right. 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 communication
history and do see that the customer continued to received marketing e-mails. We
have completed the process again for both Fanatics Retail Group sites the consumer
purchased from. This should discontinue any further marketing and...

promotional
e-mails being received by Mr. [redacted].We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. For the inconvenience, we have provided a
total of $25 Promo Credit to your account. We provided the resolution via
e-mail.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

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the order was not shipped within the timeframe that was stated and incorrect information was being 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 can confirm the order has been cancelled and refunded per the consumer's request as of November 8, 2016. Unfortunately, an additional cannot be sent once the order has been cancelled from our system. A credit has also been provided for this inconvenience. The consumer has been advised of this information 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 [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.  However, given the difficulties I experienced throughout the process I will not likely be doing any further business with this company.  Customer service is very important to me; I was able to get the same item at [redacted] for the same price with stellar customer service.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the order had not been shipped as of yet. 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. A refund has been processed per the consumer’s request. The consumer has been contacted by phone and 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 [redacted].   Sincerely,   [redacted]

Hello [redacted]. [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the consumer returned an item from an order placed on November 17, 2017. The return was received on December 27, 2017, however, [redacted] didn’t receive a contact from...

the consumer regarding a refund.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email and advised a full refund has been issued back to the original form of payment used at checkout. The refund was processed in the amount of $57.89 and we ask that the consumer allows 2-7 business days for the refund to post. We also provided the consumer with a discount code to be used on a future order for the delay in the refund.   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 order was placed on Monday, November 21, 2016 for a single item. She needed to send the item back and exchange it for an alternative size, and she contacted us regarding her...

return, requesting that we provide her with an account balance instead of a refund because the item as she no longer has an open account with her bank. Unfortunately, we had to advise the consumer that we are unable to accommodate this request as we do not offer exchanges or store credits any longer for returns. The refund was issued back to the original method of payment.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Typically when a refund is issued back to a closed account, the financial institution will either deposit the money into the consumer’s new account, if they still bank there or they will cut a physical check and send it out in the mail. Each banking institution has their own policy on refunds to closed accounts. When we received the complaint that the consumer had not yet received her money, and that her bank was also saying they did not collect the money we reached out to our Payment service right away to find out what happened. We were assured by the Payment service on two separate phone call inquires that the refund had not been rejected by the bank – that they did receive that refund and we were provided with a confirmation number. The consumer has been provided with that number and we called to assure her that there is no refund due on our end. We are truly and sincerely sorry for the confusion and frustration this caused, and we urge the consumer to continue to work with her bank moving forward on a resolution to this issue.   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]

I have reviewed the response made by the business in reference to complaint ID [redacted]398, and find that this resolution is satisfactory to me.  [redacted] contacted me within the same day I had my bad experience and worked with me to correct it. I am extremely appreciative of her customer service as well as her professionalism. She definitely turned my experience around with that company. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and discovered the consumer placed an order on October 20, 2017. However the order was reported lost and the consumer never received any items. When [redacted], was contacted the consumer...

requested for the order to be fully refunded but the shipping charge was not refunded.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have processed a full refund of the consumer’s shipping charge in the amount $4.99. We have contacted the consumer by phone and email, advising the refund was issued. We ask the consumer to allow 2-7 business days for the refund to post.   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 package was not delivered within the timeframe processed. The reshipment was processed per the consumer’s request when the first package shipped was lost in transit.   We are...

sincerely sorry for the inconvenience this has caused and for the delay in resolution. The purchase has been fully refunded. A voicemail was left at the number provided and an email has been sent to the consumer.   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]