Fanatics, Inc.

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

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]

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]

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] Sarah was very helpful and prompt in resolving this issue, I only wish customer service would have taken the initiative to forward my complaint to the proper supervisor. This matter was resolved to my satisfaction Thank you.

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the consumer did contact us multiple times regarding extensive delays in shipping his purchase. We also see that he was not given adequate information as to what caused these...

delays. Unfortunately, due to a system upgrade that did not go as planned, and then followed by a severe weather event we have fallen behind in our fulfillment centers. While we are working hard to get everything running smoothly again, there have been frustrations across the board due to this issue. We understand the consumer’s frustrations completely and thank him for taking the time to voice his concerns with us.   As a courtesy, we have issued a full refund for the original purchase value and shipped a new order with an overnight service. We ask that the consumer please keep the items received as our gift for the inconvenience and delays that were experienced.   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] was great with our discussion and renewed my faith in ordering from Fanatics again in the future.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and we do see that the customer will return the package when it has been delivered.  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued all refunds back to the customer as requested. We do ask that the customer gives 2-10 business days for the refund to be processed.  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's return wasn't received and processed in a timely manner. The consumer did reach out to [redacted] to receive a timely resolution.We apologize for the...

inconvenience this has caused and for the delay in the resolution. We would like to advise that we did receive your item [redacted] Men's [redacted] Big & Tall Mantra T-Shirt , and we processed a refund in the amount of $31.46 on January 17, 2017. We ask that the consumer allow 2-10 business days for the credit to reflect. We would like to advise that a credit in the amount of $20.00 was added to the consumer's account as a courtesy for the inconvenience. We were unable to contact the consumer at the number provided, however, a detailed message including a contact number was provided to our consumer, so that we can further assist if further research is needed. 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
have confirmed that the consumer contacted us on multiple occasions in regards
to the package and the emails were responded to by automated messages. We were
able to confirm...

that the return has been processed and credited in full at this
time.
 
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, including taxes. For the inconvenience, we have provided $10 Fan
Cash to your 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] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the order was delayed in shipping and not received when needed. 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. The item was found to be out of stock which resulted in it being cancelled and refunded. A credit for this inconvenience has been provided towards a future purchase. The consumer has been contacted via phone and an email has been sent.     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. A refund has been processed per the consumer's request and we have escalated the package to be processed and shipped with expedited shipping. The consumer will not need to return the items when received. A voicemail has been left and the consumer has been emailed. 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 items returned were not shipped within the timeframe provided. The consumer reached out to [redacted] and were unable to receive a timely resolution and unfortunately, we are...

unable to cancel or modify an order after a specific timeframe.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed with the consumer the packages were received, however, an item was missing. That item has been replaced and shipped for delivery tomorrow. The consumer has been contacted by phone and an email confirmation has been sent.   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. They will need to follow through with the resolution before I am to consider this matter to be rectified.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and placed an order on October 7, 2017 for a customized jersey. The consumer’s order was not processed through our system and unfortunately, was never sent to the fulfillment center for...

production. When the consumer contacted Fan services the issue was not resolved within a timely manner.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We located the issue in the system and sent the order for immediate production. We contacted the consumer by phone and advised the item will ship out on October 27, 2017 with next business day shipping. We have processed a full refund back to the consumer in the amount of $149.99 and we ask 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 ###-###-####.   Sincerely,   [redacted] Executive Fan Relations

Hello [redacted] and Revdex.com of North Florida,
 
Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer returned the item to us and we issued a credit
on February 17, 2015. Typically we do not refund your original shipping charge
unless an error...

has been made on our part. After review we do show that our
Merchandise Return Label was utilized to return your merchandise. This label
did state that if used we would deduct $5.50 from your return.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have issued a refund for the return label
fee and for the original shipping fee, bringing the total refunds to the full
order amount. 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,
 
[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, if, in fact I get a refund. Regardless of the warehouse issues and hurricane, the company should have been responsive to my emails and messages. Somebody that was supposedly from that company named [redacted] called me, but when I called the number back that was left on my voicemail, nobody answered. The message on the greeting was for someone's personal phone and the name wasn't [redacted] and the voice wasn't the same as the person who called me. I requested a refund through their website on 10/13/16. I gave them 24 hours to respond. When they did not, I filed a dispute with my credit card. Lo and behold, when they heard from my bank and the Revdex.com I received a response on 10/18/16  to my refund request saying it was denied because the item shipped that day.  The timing is suspicious.  I'm concerned about accepting this solution because I have not yet received the refund and I'm wondering if they will process it.  Regards,
[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 Saturday, December 17, 2016 and it was shipped and delivered. The consumer contacted us on 12/23 and advised us that she received the wrong item and was very...

frustrated as it was intended to be a Christmas gift. We processed a reshipment right away but unfortunately that one was received incorrect as well. We see that there is clearly something wrong with the item in the bin and we are working to have the issue resolved as soon as possible.  We apologize sincerely for the frustration and confusion this has caused and for the delay in resolution. We have issued a full refund for the purchase as well as added a credit of $20 to the account. We hope the consumer can find something else her [redacted] might like in lieu of the item purchased. We truly are sorry for this awful experience, and we hope she will allow us another chance. The total available credit is $40. We ask that she please let us know if there is anything else we can do to make this right.  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]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and see
that as a result of a system error; no payment was captured to complete the
order.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At...

this time we have replaced the order with
the customer an applied a 30% discount as well as free expedited shipping. We
provided this resolution to the customer 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 saw that there were significant delays experienced in the shipping of this order. We were able to get the package shipped on 10/13/16 and [redacted] marked it as delivered as of Fri 10/14/2016...

at 9:59 am. We are enduring a particularly challenging time right now after rolling out a new warehouse management system, only to have it come with more problems than were expected. This was followed up almost immediately by a hurricane that had us closed for two critical business days.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a full refund of the order in the amount of $53.02. We welcome the consumer to keep the received item as our gift for the frustration of this experience. We understand the consumer is very hesitant to do business with us again, but we are hopeful he will give us an opportunity to make this right in the future, and we have added a $15 credit to his account to use in the future. We are confident all shipments will be running smoothly in the very near future and we will be back on track with an even better service level than before! We attempted to provide this update via phone, but were not able to reach him.   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]