Fanatics

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 resolutionIf we do not get confirmation that the items will be in our warehouse in time for the deadline, orders will be cancelledHowever, we have noted the customer’s account to leave as is so the order will get shipped outWe 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 $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 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 [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 resolutionWe called the customer to let her know that we refunded her shipping chargesWe 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 business daysWe have also given the customer $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 see that the customer placed his order on 10/16/The consumer contacted us after his order was received to let us know he has received the wrong item, after having waited so long for it to be delivered to begin withThe consumer was very upset, and did not receive an adequate resolution on the first few contact attempts We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionAt this time, a full refund of the original purchase has been issuedWe have also provided a total of $ [redacted] Credit to the account, to be used towards a future purchaseWe completely understand the consumer’s frustration and weariness at shopping with us againWe hope he will give us another chance, and welcome him to reach out any time for personal assistance at the phone number listed below 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 [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the zip code provided by the consumer for the original shipment was associated with Grand Island, FLThe package needed to go to Murphy, NCWe processed a replacement for the order and corrected the zip code on the replacementThe replacement order was marked as delivered on 9/23/at 10:AM We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have attempted to reach the consumer multiple timesHowever, both phone numbers provided are invalid/disconnected numbers We send a resolution via e-mail have not heard back from the customer in response to our message 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

Company's response below:Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the customer did purchase the PGA Championship 13.75" x 20" Embroidered Pin Flag from FansEdge eBay StoreWe see that the items were found to be unavailable in our warehouse and the order was cancelled and fully refunded on 8/18/We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have confirmed that a full refund was issued back to the origin [redacted] method of paymentWe completely understand the frustration with this issue, and have offered a $refund on the next order once it is placed via our eBay storeIt would also be our pleasure to upgrade the shipping on the consumer’s next order as a courtesyWe provided this resolution via e-mailWe 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, [redacted] 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, Due to the items being Super Bowl related, they had a special ship date of February 2nd and 4thUpon 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 deliveredAlthough we were able to deliver one item in time for the game, the other item is not expected to be delivered until February 9, We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionAt this time we have processed a refund of $for the item that did not arrive in time which will post back to the consumer’s account within 2-business daysWe have also waived all return fees so the consumer may send back the duplicate item at no cost to herselfAs an additional way to win back the consumer’s trust we have also issued a total [redacted] credit of $that can be used at any time towards a future purchase with usWe 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 order was placed on Wednesday, December 14, and it was processed through our shipping department on Wednesday, December with a ground service applied to it*** Tracking # [redacted] does reflect only that the label was created, and that the package did not get picked upWe are truly sorry for the frustration this has caused! The consumer contacted us on 12/and a request for a replacement was put into the systemUnfortunately, due to an influx of contacts and requests, the ticket request was not completed until 12/The replacement was shipped with an overnight service and was scanned as delivered on Fri 12/30/at 3:pm We apologize sincerely for the frustration this has caused and for the delay in resolutionWe have issued a full refund for this purchase as a courtesy for the inconvenienceWe also ask that she keep the item she received as our gift for the frustration we causedWe understand the consumer may be hesitant to shop with us again, but we hope she will give us another chance to serve her soon! 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 [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the order details and see that the order was placed on Friday, November 25, for three itemsThe total order value was $and unfortunately one of the items was cut from the order due to being out of stockDue to a system error, the refund did go back to the account balance instead of the balanceWe are so sorry about this, and that the consumer did not receive proper assistance when she contacted us about thisThe agent who responded to the e-mail was unaware of how to handle this issue and did not properly address the situation We are sincerely sorry for the inconvenience this has caused and for the delay in resolution We have refunded the amount of $back to the credit card used to place the orderThe consumer also has a $credit applied to the account to be used towards a future purchaseWe welcome her to reach out 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 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 [redacted] Sincerely, [redacted]

Complaint: 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 show that the consumer reached out to our customer service team in regards to the sizing of the hat that was purchasedThe consumer explained to our team that the hat fits much smaller than he is accustomed to and requested an exchange to be made for the itemUnfortunately our system is not set up to allow for exchanges to be made, so the consumer’s request was denied We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionAt this time we have processed a replacement for the hat and waived the cost of the return label fee so the consumer may send back the original item at no cost to himselfIn addition we issued the consumer a $ [redacted] credit that can be used towards a future purchase with usWe 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, We apologize again that the consumer is not satisfied with the resolution we offeredWe did attempt to reach out to our consumer to provided further assistance on January 23, We left a detailed message including a callback number, and our consumer hasn’t responded as of today January 24, 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 have confirmed that the consumer contacted us on multiple occasions in regards to her order being delayed and not shipped within the expected time frameShe 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 resolutionWe have confirmed that the items ordered finally did ship, and are out for delivery as of this morning at 9:AM ESTDuring one of the attempts the consumer made to resolve this issue, she requested to receive one of the shirts for freeWe feel this is an adequate resolution due to the poor experienceWe did not deduct the amount of the coupon that was applied to the item, instead providing a refund for the original merchandise value of $for one of the itemsWe 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]

While I understand the respondent's position that the other item arrived on time and did not experience any issues, the issue at hand is more the inconvenience I've already been caused with the multiple delays to the $beanie toyIt would appear that perhaps [redacted] is only refunding that amount because it's only $which isn't much to them, however that does not accurately represent the level of inconvenience I've already been through between contacting [redacted] through multiple avenues and not receiving any prompt response; instructions not being followed to ship the replacement product overnight (it was shipped day air); hold time while waiting for [redacted] customer support to rectify the [redacted] issue where a signature was being required for the item; and the overall frustration of getting the wrong item and [redacted] up such a simple procedure, and then twisting the knife by failing to rectify it correctly until it reached the Revdex.com.The hoodie is actually not the right kind, it's not as heavyweight as the website implied ("medium" but it's actually VERY lightweight and is not usable in any sort of wintry condition) and I was intending to return it anyway, but again should not be displaced $to do so when every other reasonable e-commerce website accepts free returnsI'm willing to give [redacted] another chance to order the correct type of hoodie, but now with advertising being stacked on top of all of their other sins, if they're not willing to refund the hoodie too, I won't be using them or their parent company Fanatics.Strongly advise [redacted] to reconsider their position and request Revdex.com give them one more additional opportunity to change positions before closing this matter Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the information and found that the order has not shipped by the ship date providedThe consumer did not reach out [redacted] to receive a timely resolutionWe apologize for the inconvenience this has caused and for the delay in resolutionWe would like to advice that a full refund has been issued back to the method of payment as well as the consumer will receive the merchandiseThe 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 ( [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, to inquire about the status of her gift returnUnfortunately 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 resolutionAt this time we have created the consumer an account and have applied the gift credit of $for her useWe 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 was not signed up as a Rewards member until July 19, 2017, causing him to not receive the 5% Cash Back on the orders that were previously placed with us We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionThe consumer reached out via Social Media and a member contacted him to resolve the issueAt this time, the consumer has been provided a refund on a previous order and a discount code for a future purchaseThe consumer was contacted by phone and advised of the previous resolution and an email confirmation was previously sent We have contacted the consumer to follow up on the resolution provided and have left a voicemail advising of such 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 [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 legitimateThe customer had indeed received a defective item as stated We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionI was able to get in contact with the customerEven 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 itemsThe 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 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 [redacted] Sincerely, [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 websiteWe apologize for the inconvenience this has caused and for the delay in resolutionWe would like to advise that a full refund has been issued back to the method of payment, as well a replacement providedThe consumer has been contacted by phoneWe 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 ( [redacted] Sincerely, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 cardThe 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 removedThis was money I spentItems returned shows that there was money due me that I was to spendI can't spend it because they terminated my membershipFor example, I ordered $in merchandise on 7/with store credit that initially was money spent on my credit cardFanatics cancelled this orderI did notThey cancelled my membershipI did notThis is money due back to me because they never let me use itI 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 her order on Tuesday, December 19, for multiple [redacted] items that were expected to ship and be delivered by Saturday, December 23, The consumer contacted us on 12/to advise that two items were missing from the package she receivedAt the time of that conversation the consumer expressed frustration that the items would not arrive in time for the holidayUnfortunately, at the time of the call we had no time remaining to be able to get the replacement there in timeOn review of the communication and notes left in the order, we see clearly that this situation could have been handled with much more courtesy and understanding of the frustration and inconvenience we were causingWe are truly sorry that this was not handled more appropriately, and we thank the consumer for her feedback and this opportunity for coaching to ensure this does not happen again We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have issued a refund in the amount of $as a courtesy for the inconvenience we causedThis credit should appear back into the consumer’s bank account within the next 2-business daysAdditionally, we would like to offer the consumer 30% Off + Free Shipping on her next purchase with us, should she choose to make oneThe code: [redacted] can be entered in the final stage of checkout for the discount to be appliedWe ask that the consumer 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 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 [redacted] Sincerely, [redacted]