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 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]

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]

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

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

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]

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]

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 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]

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]

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 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]

Complaint: [redacted]
I am rejecting this response because:  The company has failed to respond to the following salient allegation, which gave rise to the compliant:  On 2 separate occasions (once with a supervisor), I was told via chat that the item would arrive by Tuesday.  That did not occur.  The company blatantly lied to me, and now keeps repeating the same thing over and over.  I request that the Revdex.com review the chat logs, so it can see the misrepresentations made by the company.
Regards,
[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

Hello [redacted]  and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and after reviewing the account, we do see that the items have been delayed in shipping. The customer has reached out to Fan Services to get this issue handled. We are sincerely sorry for...

the inconvenience this has caused and for the delay in resolution. We were able to get in contact with the customer and come to a resolution. The customer has been made aware that the items ship date has been delayed until July 16, 2016 and has been compensated with a 30% of his order.  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]Executive Fan Relations

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the details regarding the damaged item received. We are sincerely sorry for the inconvenience this has caused and for the delay. Due to us not receiving the emails with the pictures of the item...

included, we did not provide a return label. As a result, the consumer did return them item at their own cost.    We did receive emails from the consumer on November 22, 2017 in which we responded to. Once we confirmed the return was received, a refund was processed on November 28, 2017 for the full amount of the purchase which can take 2-7 business days to reflect to the original form of payment used at checkout. In addition, we have also created a gift code for the amount of the package to be returned.  We have contacted the consumer by phone and advised of the resolution as well as provided 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 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]