Fanatics, Inc.

Complaint: [redacted]
I am rejecting this response because: [redacted]., your [redacted] representative, stated the total amount that will be refunded for the [redacted] belt was guaranteed to be $33.95. I asked her twice in the chat session (which was attached to the original complaint form) what the total refund amount would be, and she stated and agreed it would be $33.95. [redacted]. lied me. This is unacceptable and should be rectified within the company, but not on the customer.  Moreover, I understand the refund amount given for the [redacted] laundry hamper. I am in agreement with letting that issue subside. However, I am still offended by the fact that I was lied to by a [redacted] representative in regards to the [redacted] belt.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the items purchased were  originally purchased on a credit card. The refund given was in the form of store credit but when Fanatics blocked me from future purchases, the amount of money in store credit was removed. This was money I spent. Items returned shows that there was money due me that I was to spend. I can't spend it because they terminated my membership. For example, I ordered $179.99 in merchandise on 7/27 with store credit that initially was money spent on my credit card. Fanatics cancelled this order. I did not. They cancelled my membership. I did not. This is money due back to me because they never let me use it. I spent this money initially.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint, we reviewed the account and see that the consumer placed the order on Sunday, December 18, 2016 and it was shipped the following day on 12/19/2016 via [redacted]. The package had a couple of scans on 12/20 and 12/21 – but...

then clearly was lost per [redacted]’s tracking postal. It was scanned with the notice: “Order missorted to incorrect delivery facility”. The consumer contacted us on 12/27 after still not having received her package, and received an automated rapid response that did not address her concerns whatsoever. She reached out again with the same request, and received a response from an agent asking that she complete “due diligence” to see if she can recover the package. This is a standard response as often times a package may have been delivered to a neighbor, or a side porch, or even a day or two after the delivery scan is posted to the portal. We understand that this was very off-putting after multiple attempts to get a response and action regarding her missing Christmas gifts. We are truly sorry for the anxiety and inconvenience this caused the consumer so close to the holidays. A full refund for the purchase has been issued of course, and a $30 credit was applied to the account to use towards a future purchase. We know the consumer may be weary of ordering with us again, but we do hope she will give us another chance. We welcome her to reach out if there is anything else we can do to resolve this matter to her satisfaction. 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:My understanding from the phone call with the specialist was that the order would be refunded. There was another item in the box - a $50 hoodie - that I was under the impression was being refunded too for my troubles, however, per the note here, it appears the specialist is only stating the $4 toy would be refunded. In that case, that's hardly making good on how stressful trying to get a simple order delivered has been.
Regards,
[redacted]

I am rejecting this response because:
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.  I was very happy with the response from the company.  They have more than taken care of me.  If I had to say one thing, it is unfortunate that it takes filling a complaint with the Revdex.com to get taken care of.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and
see that one package will not be delivered until December 26th. 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. After speaking with the...

customer via phone, we
have issued a 50% refund for the order, in the amount of $32.44, that will post
back to the customer’s [redacted] account within 2-10 business days.
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 do see that the consumer contacted multiple times about the significant delays in shipping her purchase to her. We are truly sorry for this inconvenience. We recently upgraded our...

warehouse management systems, and it unfortunately, did not go as planned and we have been experiencing abnormally long waits for shipping. This upgrade was followed almost immediately by a severe weather event, which only pushed us further behind. We were not adequately prepared for these issues, and we are truly sorry for the ongoing frustration this has caused. We do see that the package finally shipped, after a cancellation was requested. The package was marked as delivered on 10/25.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We 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 experienced. We attempted to reach her via phone, but have not been successful. We welcome the consumer to reach out directly via the number below if there are any additional questions, comments, or concerns. It would be our pleasure to assist further if 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 saw that the customer contacted regarding his delayed order. We have recently upgraded our warehouse management systems, and it did not go exactly as planned. We were then hit almost...

immediately after this with a hurricane that only caused further delays and frustrations. We are truly sorry for the inconvenience this has caused. We see that the order was reshipped finally on 10/18/2016 and according to [redacted] it was scanned as delivered on Wed 10/19/2016 at 8:26 am   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a full refund for the value of this order as a courtesy, and welcome the consumer to keep the item as our gift for the inconvenience experienced. We attempted to provide resolution by phone, but did not receive a response to our outreach. We welcome the consumer to call us at any time, directly, if further assistance or clarification 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]

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,
 
Thank you for your response. We apologize that our
resolution was not satisfactory. At this time, upon review of the order, we feel
that we have resolved this matter to the best of our ability and apologize that
we will not be able to satisfy the request for additional appeasement. We have
issued a full refund for the order, valued at $10.81.
 
Unfortunately, it has been our experience with this customer
that he has lodged complaints with our service department for almost every
purchase made, and that he regularly demands we appease him with store credit
towards future purchases. We will no longer be able to accommodate these
requests, and we feel that $125 for a 1 day delay in shipping on a $10 order is
an unreasonable request. We will not be able to fulfill this demand. We truly
apologize for not meeting the customer’s expectations. A thorough review of the
account has been requested, and we will follow up with the consumer once that
has been completed. We hope this resolution is found to be satisfactory, and
welcome any additional questions on the matter.
 
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 don't see how this justifies customer service.  I worked in CS the last 26 years and in no way is this acceptable to offer free return shipping. I am going to refuse the shipment when it arrives and expect a full refund within 24 hours of my rejection of the package, which I tracked and is not expected to arrive for another week. Also as you can see attached
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the order details
and see that the customer reported his package as lost on December 20, 2014.
Our representative was not helpful in resolving the matter, due to the package
being marked as delivered, which...

is not our typical process for resolving these
types of issues. We found the customer was misinformed, and we apologize for
this miscommunication. We issued a full refund of the purchase back to the
original method of payment.
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. For the inconvenience, we have provided a total of $30 Promo
Credit to your account. We provided the resolution 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 ###-###-####.
Sincerely, 
Senior Fan Advocate

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 January 25, 2016. Due to the items being
Super Bowl related, they had a special ship date of February 2nd and
4th. Upon review of the notes on the...

order, the consumer contacted
us multiple times to find out why the items had not yet gone out and received
conflicting information as to when they would be delivered. Although we were
able to deliver one item in time for the game, the other item is not expected
to be delivered until February 9, 2016.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At this time we have processed a refund of
$21.99 for the item that did not arrive in time which will post back to the
consumer’s account within 2-10 business days. We have also waived all return
fees so the consumer may send back the duplicate item at no cost to herself. As
an additional way to win back the consumer’s trust we have also issued a total
[redacted] credit of $25.00 that can be used at any time towards a future
purchase with us. 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]

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, May 15, 2017 for the [redacted]'s Fanatics Branded [redacted]'s Basketball Tournament Final Four Bound [redacted]...

Pullover Hoodie. As described on our site at the time of purchase and before submitting payment – “This product ships within 3 business days.”The item shipped a day ahead of schedule on Wednesday: 5/17/17. The package was delivered on Monday, May 22, 2017 – not 5/24 as stated in this complaint. Please see tracking information available for this shipment via the link below:  [redacted] Weekends are not included in our shipping expectation, and we do sincerely apologize for any confusion or inconvenience this has caused to the consumer and for the delay in resolution. Since we do understand that this was clearly just an instance of not fully understanding the shipping expectations – we have issued a refund for the shipping amount paid: $12.99.  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: Miss [redacted] refunded my money, that's all I wanted, but in the message she left she said the package was of low value. Well I left Miss [redacted] a nice expletive filled message. She and her company are low value.
Regards,
[redacted]

Complaint: 11783119
I am rejecting this response because: There was no apology or even a response for the rudeness/unprofessionalism of the customer service rep. [redacted] and [redacted].
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,
 
Upon receiving this complaint, we reviewed the account and communication
and see that the customer reached out to us regarding the inferior quality of
the item she received. She was concerned about having to pay shipping costs and
the...

item was needed for a specific event, and the consumer found she did not
have time to return and reorder the item. She did not receive adequate
responses when she contacted our service center via chat.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have issued a refund for the value of the
defective hoodie that was received. We also issued a refund for the shipping
costs paid on the order. The total amount of refunds issued equal $84.90. We
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 ###-###-####.
 
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 his order on December 6, 2016 and although it shipped out on 12/8 – the carrier did not mark it as delivered until 12/26/2016. The consumer indicated in the...

complaint that it still was not received despite it being marked as delivered.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a full refund for the purchase. If the item is located or ends up arriving – we ask that the consumer keep it as our gift for the frustration we have caused. This resolution was provided by phone via voicemail.   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]