Fanatics, Inc.

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 the Gift Return that was sent back and supposed to be issued in store credit.
Also in regards...

to the credit issue as well. We were able to confirm that the
return has been fully credited as requested.
 
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 and have also processed a new order, at no additional cost, for 2
requested items in our email communications. We will continue to monitor the
new order and ensure final delivery is made. For the inconvenience, we have
provided $10 Fan Cash to the 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,
 
Senior Fan Advocate

Hello [redacted]r 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
her refund not being issued correctly for a return. Upon further research we
found that our system housed...

two separate accounts for the customer under the
same login information. This caused some confusion for our system, and our
customer service team in regards to the credit due.
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 at this time, and there is no outstanding balance due. There is
a total available Fan Cash credit of $30 available to use towards a future
purchase, and Mrs[redacted] has been provided with direct contact information for
a Senior Fan Advocate if additional assistance is needed. We 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 see
that the customer’s gift return was not done properly.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We found...

that the gift recipient does have an
account with us, so we have placed the funds for the returned item into the
customer’s account. The refund amount was $89.99, and we have given that amount
in the form of store credit. We have also contacted the customer via email, to
give them their account and 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]
[redacted]

Upon receiving this complaint, we reviewed the account
and found that the customer has now filed 5 Revdex.com complaints within a year,
utilized different names and email addresses on the orders, and has 5
chargebacks at this time.  Our Loss Prevention department determined that
we will no...

longer be able to fulfill orders for Mr. [redacted]. 
We provided the resolution via e-mail and have received
only blank messages (nothing in the body of the email) in response from the
customer. 
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,
Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and see
that the customer wants to be removed from our mailing list and previous
attempts have been unsuccessful.
We are sincerely sorry for the inconvenience this has caused
and...

for the delay in resolution. We have removed the customer’s email from our
email list so that he will no longer receive any emails from us at all. We have
contacted the customer to let him know this as well.
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. Even though the [redacted]t still owes me a phone call, per my request for total satisfaction, however [redacted] was very responsive and professional and exceeded my expectations and if she can get their attention to address the issues I would be totally satisfied.
Regards,
[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. One note is that perhaps they  (fanatics) should not charge until an item has been shipped for special edition items that may have a later ship date. 
Regards,
[redacted]

Hello [redacted],  Thank you so much for your response. We apologize sincerely for any confusion here. This credit was added in today, and on occasion can take a couple of hours to reflect in the account. We have added an additional $10 ($32.92 total) and we ask that you allow at least one business day for this credit to reflect. We apologize again and welcome you to reach out with any additional questions or concerns!  Thank you,  [redacted]

Hello [redacted] and Revdex.com
of North Florida,
Upon receiving...

this
complaint, we reviewed the account and show that the consumer placed her order
on December 6, 2015. The package did leave our facility on December 8, 2015 via
[redacted] tracking number [redacted]. While the package should have been
delivered no later than December 17, 2015 it was not actually delivered until
December 23, 2015.
We are sincerely sorry for
the inconvenience this has caused and for the delay in resolution. At this time
we have processed a full refund for the order in the amount of $33.86 back to
the original form of payment on December 23, 2015. This refund will post back
to the consumer’s account within 2-10 business days. In addition, we have also
issued a $15.00 [redacted] credit to the consumer’s account that can be used
towards a future purchase with us.  We
provided this resolution to the consumer 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]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the customer placed his order on 10/16/16. The consumer contacted us after his order was received to let us know he has received the wrong item, after having waited so long for...

it to be delivered to begin with. The consumer was very upset, and did not receive an adequate resolution on the first few contact attempts.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. At this time, a full refund of the original purchase has been issued. We have also provided a total of $40 [redacted] Credit to the account, to be used towards a future purchase. We completely understand the consumer’s frustration and weariness at shopping with us again. We hope he will give us another chance, and welcome him to reach out any time for personal assistance at the phone number listed below.   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.  [redacted] closed my dispute since the product was delivered, completely disregarding the guarantee. Engaging Revdex.com has brought swift resolution, and I very much appreciate your assistance.  However, I must note that the business' claim of a typical requirement for returning the product is nonsense. Their advertising was to arrive by 12/23 or its free - not arrive on time or you can return the product.  This would just a normal return policy and not any special promotional guarantee.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the consumer placed her order on Monday, April 24, 2017 for a single item: [redacted] Youth Majestic Royal [redacted] Official Cool Base Jersey. At the time of the purchase a...

promotion was running that allowed expedited shipping methods to be purchased at a discounted rate. The consumer selected the 2-Day shipping option which should have allowed her package to arrive on time. Unfortunately, due to an error in our shipping department, the item was shipped using a [redacted], which is a ground service that can take up to 7 business days for delivery. This resulted in the item not arriving until 5/1, which was 1 day later than it was needed. When the consumer called our [redacted] department and requested a new item be shipped out with an overnight service to ensure it arrived on time, this request was denied. We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We do clearly see that we failed to meet expectations not only in the delivery time frame, but also when we were contacted for support. We failed to resolve the issue to the consumer’s satisfaction and we are truly sorry for this. We have issued a refund for the $5 shipping costs paid, as well as 30% of the merchandise value ($15). These credits have been issued back to the original method of payment ([redacted]). We offered the consumer a $20 store credit to be used on a future purchase. The consumer stated she would not be shopping with us and requested that we delete her account. Unfortunately, we must maintain the order history for our own records for a specific period of time and cannot delete the account from our system as requested. To ensure no additional frustration to the consumer we have removed her e-mail address from our marketing lists. We hope this will be acceptable. 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]

This email is in response to your recent complaints and requests
for additional appeasements, based on dissatisfaction with orders fulfilled by
Fanatics Retail Group. 
Despite our efforts, you continue to
contact our customer service team and other company employees with...

additional
complaints, and demands of our company. 
We view this behavior as both disingenuous and insincere.  Accordingly, we have decided to no longer do
business with you or communicate with you other than in writing.
We believe our customer service team has acted diligently and in
good faith to resolve any and all concerns you have brought to our attention
and we consider all matters now closed.
At Fanatics we take great pride in providing exceptional service
and believe we have gone above and beyond to resolve your concerns and no
further appeasements will be provided.
In addition we require all of your future contacts with our
organization be sent in writing to the address below. We will no longer respond
to contacts of other types. Please allow 30 days for a response which will be
in letter form.
 
Sincerely,
[redacted]
Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the consumer placed her order on Sunday, November 12, 2017 for a single item that was expected to ship directly form the manufacturer. The item was purchased in a size Large....

The consumer contacted us stating that our system had changed the item size to a large, but that she purchased an XL instead. We do not typically experience issues with our system changing the size of the item after the item is purchased, and the orders come into our system with the exactly information that was entered at checkout by the consumer. We are so sorry for any inconvenience or frustration this may have caused.   Unfortunately, since this item was a Manufacturer Direct item, the normal options for just cancelling and reordering the correct size were not available. Each of our vendors use their own order management systems, and whatever information is entered at the time of checkout is the information that drops into their order system. Any changes we make in our system would not be communicated to their system, so all requests must be handled manually by a dedicated team.   At the time our dedicated team reached out to the vendor to request the cancellation, they were advised that the item was already in production, and no changes could be made. Additionally, since the items are shipped direct from the vendor, we also have to reach out to them via our dedicated team in order to request a new return label. We cannot print one easily on request as we normally could for our own in-stock products. We do see that the return label was issued and the consumer contacted multiple times requesting the status of her return. The returns process can take up to 20 business days from the item the package is shipped back, to the time it is processed and a refund is issued.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Although we did not receive indication that the return had been received or processed with the vendor, we have proactively issued a full refund of this purchase in the amount of $151.53 USD. This credit was issued on 12/21/2017 and dependent upon the consumer’s bank policy, it can take 2-7 days to reflect back into the account. We are truly sorry for the ongoing series of frustration that we caused.   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. Unfortunately, we still do not have an exact expected ship date, but we are happy to issue a full refund for this order....

One of the items was able to be cancelled, the [redacted] T-Shirt size Large. However, the other item (       Men's [redacted] T-Shirt size Large) may still ship, and if it does we ask that the consumer please keep this item as our gift for the unreasonable delays and frustration he has experienced.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a full refund in the amount of $57.22 for this purchase. This resolution was provided 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]

Hello [redacted]nd 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 the package not being delivered due to the address not being correct on the
shipping label. The...

apartment number may not have printed to the package
correctly. The customer did not receive an adequate resolution to this matter
when she contacted us.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that the item that was
available to be replaced was shipped and marked as delivered on 9/24/2015. The
remaining out of stock item was refunded due to it not being available for
reshipment. We reached out to the customer and provided this resolution via
e-mail. We have not yet received a response.
 
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

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]

While I understand the respondent's position that the other item arrived on time and did not experience any issues, the issue at hand is more the inconvenience I've already been caused with the multiple delays to the $4 beanie toy. It would appear that perhaps [redacted] is only refunding that amount because it's only $4 which isn't much to them, however that does not accurately represent the level of inconvenience I've already been through between contacting [redacted] through multiple avenues and not receiving any prompt response; instructions not being followed to ship the replacement product overnight (it was shipped 2 day air); hold time while waiting for [redacted] customer support to rectify the [redacted] issue where a signature was being required for the item; and the overall frustration of getting the wrong item and [redacted] up such a simple procedure, and then twisting the knife by failing to rectify it correctly until it reached the Revdex.com.The hoodie is actually not the right kind, it's not as heavyweight as the website implied ("medium" but it's actually VERY lightweight and is not usable in any sort of wintry condition) and I was intending to return it anyway, but again should not be displaced $5.50 to do so when every other reasonable e-commerce website accepts free returns. I'm willing to give [redacted] another chance to order the correct type of hoodie, but now with false advertising being stacked on top of all of their other sins, if they're not willing to refund the hoodie too, I won't be using them or their parent company Fanatics.Strongly advise [redacted] to reconsider their position and request Revdex.com give them one more additional opportunity to change positions before closing this matter.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the consumer was not signed up as a Rewards member until July 19, 2017, causing him to not receive the 5% Cash Back on the orders that were previously placed with us.   We...

are sincerely sorry for the inconvenience this has caused and for the delay in resolution. The consumer reached out via Social Media and a member contacted him to resolve the issue. At this time, the consumer has been provided a refund on a previous order and a discount code for a future purchase. The consumer was contacted by phone and advised of the previous resolution and an email confirmation was previously sent.   We have contacted the consumer to follow up on the resolution provided and have left a voicemail advising of such.   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 Wednesday, December 14, 2016 and it was processed through our shipping department on Wednesday, December 14 with a ground service applied to it. [redacted]...

Tracking # [redacted] does reflect only that the label was created, and that the package did not get picked up. We are truly sorry for the frustration this has caused! The consumer contacted us on 12/27 and a request for a replacement was put into the system. Unfortunately, due to an influx of contacts and requests, the ticket request was not completed until 12/29. The replacement was shipped with an overnight service and was scanned as delivered on Fri 12/30/2016 at 3:07 pm.    We apologize sincerely for the frustration this has caused and for the delay in resolution. We have issued a full refund for this purchase as a courtesy for the inconvenience. We also ask that she keep the item she received as our gift for the frustration we caused. We understand the consumer may be hesitant to shop with us again, but we hope she will give us another chance to serve her soon!   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]