Fanatics, Inc.

Hello [redacted] and Revdex.com of [redacted],
Upon receiving this complaint, we reviewed the account and show
that according to [redacted], the package was delivered to the consumer on November
12, 2015.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution....

For the confusion surrounding the delivery
date of this order we have processed a refund of $15.95 that was used to pay
for expedited shipping back to the original form of payment on the order. In
addition we added 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 phone call.
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,   We apologize the resolution was not satisfactory. We have reached out to the consumer and have left a voicemail with the information in regards to the refund. When we spoke with the consumer, we advised the item that was received incorrectly and reshipped would be refunded, unfortunately, we did not indicate the additional item ordered would be refunded as there were no reported issues for that item and it was received correctly and within the shipping timeframe. We have also stated the item received does not need to be returned as we do not want to cause the consumer any further inconvenience.    We feel that the issue has been fully resolved at this time and we truly apologize for the inconvenience this has all caused.   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 consumer placed an order for a customized item, and per policy we were unable to cancel item. They reached out to Fan Services and were unable to get a timely resolution...

to their issue. We apologize for the inconvenience this has caused and for the delay in resolution. We would like to advise that a full refund has been issued back to the method of payment. 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] [redacted]

Complaint: [redacted]
I am rejecting this response because:I contacted fanatics to use the gift card that was provided. The fanatics employee I spoke with on the phone said she could not apply the gift card to my order. 
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. 
Regards,
[redacted]
 Package was delivered today

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer was advised when placing his order that the
item would ship on or before January 27, 2015. Unfortunately, we shipped the
item a day late (on 1/28/2015) and the shipping method did not allow for the
item...

to arrive in time for the Sunday event they were purchased for. We
processed a replacement order at no additional cost and attempted to get that
to him in time for his event, but were unsuccessful.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that both the original and
the replacement order have been scanned as delivered at this time. For the
inconvenience, Mr. [redacted] may keep the original and replacement order and is
not required to return the additional merchandise sent to him. We provided the
resolution via phone and followed up with an 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 the consumer placed her order on September 26, 2016. We do see that the return was processed on 11/17 when it was processed by our warehouse. However, we do not see any indication...

that she contacted us about the item being the incorrect size. We are truly sorry for this and would have been happy to waive the MRL fee up front for this inconvenience. The remaining $5.50 that was deducted from the refund for the use of the MRL was issued on 12/1 at the time of the consumer’s follow up contact.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the refunds have been issued in full and we no longer have control of those funds. We urge the consumer to contact her bank as soon as possible for more information on why this may not be reflecting in the account. As a courtesy we have added a $25 credit to the account to use towards a future purchase. We hope Mrs. [redacted] will allow us to serve her again in the future!      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 did not receive her order in time for her event.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We called the...

customer to let her know that we
refunded her shipping charges. We were not able to leave a message, so we sent
an email as well, to let the customer know that we issued a refund for the
shipping on December 1, 2015, in the amount of $24.95, that will post back to
the customer’s credit card within 10 business days. We have also given the
customer $20.00 in [redacted] 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 account and show
the consumer contacted our customer service team on January 20, 2016 to inquire
about the status of her gift return. Unfortunately due to a system error when
processing the return,...

the credit was refunded to the original form of payment
on the order instead of being placed onto an account for the consumers use.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At this time we have created the consumer an
account and have applied the gift credit of $59.02 for her use. 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]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that your item in which you received didn't match our photo provided on our website. We apologize for the inconvenience this has caused and for the delay in resolution. We would like to...

advise that a full refund has been issued back to the method of payment, as well a replacement provided. 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 the customer’s issue was legitimate. The customer had indeed received a defective item as stated.   We are sincerely sorry for the inconvenience this has caused and...

for the delay in resolution. I was able to get in contact with the customer. Even though, the customer did not want any appeasements regarding the order, we have addressed the issue with the warehouse in the form of an item check on the remaining items. The customer was pleased that we were taking further actions and the issue was resolved.   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 our consumer items arrived incorrect. Our consumer also advised the merchandise didn’t arrive in time for the event they were intended for. 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 in the amount of $131.18 back to the method of payment used at the time of the purchase, as well as the consumer has no obligation to return the incorrect merchandise. We were unable to ship a replacement, due to the items is no longer in stock. 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]

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 the item shipping from a different warehouse. 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 item has been delivered as of October 25, 2016, however, a full 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]

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. 
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.  Fanatics was almost instantaneous in their resolution of this issue as soon as the corporate level got involved. As I suspected, and communicated to their customer service department during the process, there was a glitch in the system that was holding up the credit due. Upon investigation the higher level service was able to determine where the issue occurred and resolve it.I do not have the credit on my account yet, but I do have direct contact to higher level service should there be any further issues.Thank you for your assistance in this matter!
Regards,
[redacted]

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 her order being delayed and not shipped within the expected time frame. She
requested help with...

this issue, and did not receive adequate response within a
reasonable amount of time.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that the items ordered
finally did ship, and are out for delivery as of this morning at 9:15 AM EST. During
one of the attempts the consumer made to resolve this issue, she requested to
receive one of the shirts for free. We feel this is an adequate resolution due
to the poor experience. We did not deduct the amount of the coupon that was
applied to the item, instead providing a refund for the original merchandise
value of $39.99 for one of the items. We spoke to the consumer and provided this
resolution via phone call.
 
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 the order to be delayed due to a manufacturer delay.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. If we do not get...

confirmation that the items will be in our warehouse in time for the deadline, orders will be cancelled. However, we have noted the customer’s account to leave as is so the order will get shipped out. We have contacted the customer to let them know that we refunded the original shipping charges of $4.99, we have upgraded the shipping to Next Business Day by Noon shipping and we have given them $20.00 in [redacted] 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 account and found the customer received a 25% discount on his order.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Since the customer...

received a 25% discount on the order we have to subtract the 25% from the regular item price before the refund. The customer returned a belt. The regular price was $33.95 plus $1.02 taxes, making it $34.97. We deducted the 25%, which was $8.49, leaving a refund total of $26.48. For the laundry hamper, the regular price was $6.99 plus $0.21 tax for a total of $7.20. We deducted the 25%, which was $1.43, leaving a refund total of $5.77. The customer has received the correct refunds on these items. I have called the customer but had to leave a message with 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 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 [redacted],
Upon receiving this complaint, we reviewed the account and
see that the package was returned to our warehouse as undeliverable, due to an
incomplete shipping address.
We are sincerely sorry for the inconvenience this has caused
and for the delay...

in resolution. We called the customer and left a message.
When he did not return our call, we sent the customer an email to explain that
he has been totally refunded for the order, and that unfortunately, since the
package has been returned to the wrong warehouse, and the items are now out of
stock, there in no way that we can intercept the package and ship it to the
correct address.
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 consumer contacted us on multiple occasions in regards to issues he’s experienced.
 
We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed...

that appropriate team has followed up with him directly to address the contact he received and his order issues. A single point of contact has been created to resolve any requests there may be from the present and moving forward. The resolution was provided 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,
 
 
Senior Fan Advocate