Fanatics, Inc.

Hello *** *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found the item in question to be a Manufacturer Direct, customized item We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionThese items are
generally not returnable, as is stated on our websiteWe also do not offer exchangesOnly refunds for returned itemsAs a one-time only courtesy, we are going to allow the return of said item for a refund onlyA pre-paid Return Label has been sent for the returnWe have also called the customer but was only able to leave a message and my direct phone number 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 customersWe 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, *** *** *** *** ***

I am rejecting this response because:
Regards,
*** ***

Hello *** *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and do see that the consumer contacted multiple times about the significant delays in shipping her purchase to herWe are truly sorry for this inconvenienceWe do see that she not only
contacted us to get the order expedited, but also ultimately to cancel the orderShe received no adequate service from any of the representatives she spoke to, and this caused her to become significantly more upset than she was priorWe are truly sorry for this awful experience, and we do see that the package shipped on 10/and will be delivered on Friday 11/4, despite multiple requests to cancel We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have issued a full refund for the original purchase price, and we welcome the consumer to keep the items that were received as our gift for the inconvenience that was experiencedWe provided the resolution via phone call, and ask that the consumer reach out directly any time if there is anything else at all that we can assist her with 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 customersWe 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, *** *** *** *** ***

Hello *** * *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and under the consumer's frustration with the shipping timeframe We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWith three business day
shipping selected, the transit time from shipment should have had the package delivered by Monday, however, due to the shipping method applied, the package was delivered a day lateThe consumer reached out via *** and we contacted the consumer by phone to apologize for the inconvenience and address the issue at handWe have provided a refund of the shipping costs and ask that the consumer allow 2-business days for that credit to reflect 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 customersWe 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, *** *** *** *** ***

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.
Regards,
*** ***

Hello *** *** and Revdex.com of North Florida, Thank you for your responseUpon review of our records, we see that the refund was issued back to the consumer's bank account on 10/15/at 12:PM. Below is a copy of the transaction receipt:CREDITEDCredit Card Type ***Card Number XXXXXXXXXXXX*** Expiration Date 05/2017Amount 49.95Order ID # ***Order Description Transaction Date 10/15/12:17:EDTTransaction Reference Number [TxRefNum] ***We apologize sincerely if the consumer has experienced any difficulty in getting this refund deposited into his accountWe strongly urge him to contact his bank/financial institution for further assistance. The funds have been released from our accounts and we are no longer able to assist regarding that issueWe truly apologize for any inconvenience or confusion this has caused. Please let us know if there is anything else we can do to assist and we will be happy to help. Sincerely, *** *** *** ***Fanatics Retail Group

Complaint: ***
I am rejecting this response because: See below.*** *** ***>Date: Thu, Oct 15, at 11:AMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #***.To: ***I thought this fanatics company was suppose to refund my $ back to my card which it hasnt yet
Regards,
*** ***

Hello *** *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the consumer returned several items from an order purchased on November 11, Our return time frame takes 7-business days for the refund to be received and an additional
7-business days for the return to be processed before a credit is issuedHowever, the return was received on November 29, 2017, and a *** *** attempted to process a refund on December 1, Unfortunately, the refunds weren’t processed properly therefore the funds didn’t release to the consumer’s accountThe consumer reached out to *** *** and was unable to receive a timely resolution We are sincerely sorry for the inconvenience this has caused and for the delayWe have contacted the consumer by email and advised apologized for the delay in the refundWe advised the consumer a refund in the amount of $has been issued back to the original form of payment used at checkoutThe refund was processed on January 25, 2018, and we ask that the consumer allows 2-business days for the refund to postWe also provided a 15% discount code to be used on a future order 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 customersWe 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, *** *** *** *** ***

Hello *** *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the customer placed his order on 9/25/for two t-shirtsOne customized, and the other a “Hot Market” or “Special Event” item that had a special shipping date applied to it
Unfortunately, at the time the order was placed, we had just rolled out a new warehouse system that caused some unforeseen delays in shippingWe believe this order may have experienced an issue that caused it to get “stuck” in the system in a way that prevented it from processing through our shipping department, and the hot market item was ultimately cut and refunded We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionAt this time, we have issued a refund for the original item in the amount of $In addition we placed a new order for the item and upgraded it to a next day shipping serviceThis new order was placed at no cost to the consumer, and we would like her to have it as our gift for the ongoing frustration that she experiencedOnce shipped, she will receive a new tracking numberShe also has a $*** *** credit in the account to be used towards a future purchaseThe consumer was provided with direct contact information, and we encouraged her to reach out once she is ready to use this credit so we can ensure there are no more issues experiencedWe provided this resolution by phone, and follow it up with a detailed 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 customersWe 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, *** *** *** *** ***

Hello *** *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the information and found that the order didn’t ship on the shipping date promisedWe also show that you requested the order to be canceled, but we failed to cancel and refund the orderThe consumer did
reach out to *** *** to receive a timely resolution, unfortunately, we didn’t respond in time to correct the situationWe would like to advise that since the order was refunded in full, a credit in the amount of $has been 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 customersWe feel that the issue has been fully resolved at this timeIf we can be of any further assistance, please don’t hesitate to contact me directly at (*** ***Sincerely, *** *** *** ***

Complaint:
I am rejecting this response because: I hope you are able to honor the *** codes, there are more than one
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meInitially, in the only email I got from *** *** stated my issue was closed and I wasn't going to get a refundHe seems to have changed his mindGood to hearI encourage *** to continue resolving cases in this way before jumping to conclusionsI also encourage the customer service team at Fanatics to handle their own promises rather than taking them to ***I am happy to provide Fanatics with more feedback upon request, although, I do not intend to do business with them further after this experience
Regards,
*** ***

Hello *** *** 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 October 28, However, once the return was received a gift certificate was issued to the consumer instead of a refund
Our systems were experiencing difficulties and sent out the gift certificate as a substitute We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have contacted the consumer by phone and advised a full refund has been processedWe also advised the amount which was $and that our refund process takes 2-business daysWe have sent the above information the consumer by 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 customersWe 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, *** *** *** *** ***

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us on multiple occasions in regards
to the packages not being receivedWe were able to confirm that according to
the tracking information, all packages showed as delivered and there
were
multiple credits provided throughout his account
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolutionWe have confirmed that a replacement over
totaling over $was submitted and shipped to an alternate addressAs of December
17, the customer confirmed that this final order has been receivedWe
also advised to no longer ship to the home addressWe provided the resolution
via phone and provided some details 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 *** *** and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and see
that the customer returned an item and was not issued a refund
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolutionWe have issued a
refund for the item returned
to us, in the amount of $that will post back to the customer’s ***
account within 2-business daysWe have also given the customer $in
merchandise credit for the inconvenienceWe called the customer and left a
voicemail, as there was no answer
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,
*** ***
*** *** ***

Hello *** *** and Revdex.com of North Florida, We apologize again that the consumer is not satisfied with the resolution we offeredWe in no way wanted to upset or offend him by suggesting the package is of low value. This was not at all intended as an insult or to make him feel less valued as a customer because of the value of the items he purchased. We have been attempting to reach Mr*** by phone to resolve this conflict after we received his angry and profanity laced voicemail - but he has not been responsive to our outreach.In close, we are sorry that Mr*** felt that we were attempting to condescend to him or imply in any way that he has unlimited disposable income to throw around on purchasing sports gear online. We value each and every one of our Fans and we are greatly appreciative of anyone who chooses to take their hard-earned money and spend it on our storesWithout our Fans we would not be - and we are sorry to have endangered that relationship with this consumerWe hope he will allow us a chance to make this right on a future purchase and we welcome him to reach out to us if there is anything else we can assist with. Sincerely, *** *** *** ***

Hello *** *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and saw that the customer contacted regarding his order and the significant delays experiencedWe see that the order was placed on 10/and had a shipping expectation of “within business
days”We do see that the package shipped on 10/which was just within that shipping expectationWe do understand the frustration and confusion regarding the perceived delayWe recently rolled out a new warehouse management system which has caused some challenging shipping delaysWe are confident everything will be back on track very soon, and our service and processing times will be dramatically reduced! We are so thankful for the feedback as it only serves to help us grow and get better We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionIn addition to the full refund being processed for the order, we have also added a $*** *** credit to the account to be used on a future purchaseWe attempted to reach the customer by phone, but were not successfulWe welcome him to reach out at any time 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 customersWe 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, *** *** *** ***

Hello *** *** and the Revdex.com of North Florida, We apologize for any confusion regarding your refund. The item was refunded the value that was paid for it. At the time of purchase, a coupon was used "***" which deducted$from the order value at checkout.The item's value is $- and the total value deducted from this item specifically was $- which resulted in the $refund at the time the order was cancelled. We then refunded an additional $as a courtesy for the inconvenience - which was a 40% credit off of the remaining value charged to the card associated with this order. We apologize again for any confusion this may have caused - however, we feel this matter has been appropriately refunded and appeased at this time. Please let us know if there is anything else we can assist you with and we would be happy to help! Sincerely, *** *** *** ***

Hello *** and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the order shipped with the incorrect shipping methodThe consumer reached out to *** *** and were unable to receive a timely resolution We are sincerely sorry for the
inconvenience this has caused and for the delay in resolutionWe have issued a full refund of the purchase per the consumer's requestThe 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 customersWe 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, *** *** *** ***

Revdex.com:As of this morning 8/19/my credit card has been refunded by ***. Thank you for your help in this matter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***