Fanatics

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, 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 issuesWe found the customer was misinformed, and we apologize for this miscommunicationWe 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 resolutionWe have confirmed that the order has been fully creditedFor the inconvenience, we have provided a total of $Promo Credit to your accountWe 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 see that an order was placed by the consumer on Thursday, June 30, for a [redacted] B-Line Slingbag Backpack – BlackOn 4/we received a phone call from the consumer stating that the strap on the backpack had brokenAt the time of that phone call, the item was outside of our standard timeline to report damaged/defective itemsThe following information appears in our online help portal: Please note:All damaged/defective merchandise must be reported within days of your order's ship date for packages shipped within the United States, and within days of your order's ship date for packages shipped internationally.If we are notified of your damaged item(s) after this timeframe, we will be unable to process your request We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionAs a one-time courtesy we have processed a full refund for the item, as it is no longer available in inventory to issue a replacementWe contacted the consumer by phone to advise of the refund being issuedIn addition, the original item does not need to be returnedWe advised the consumer that they can keep or discard the item at their convenience 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 BBB 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

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me For clarity they emailed me regarding the $and I rejected that minimal gesture they never credited my account another $ Overall I want the system fixed and tax to start being credited per return the way it should be Regards, [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 valueWell I left Miss [redacted] a nice expletive filled messageShe and her company are low value Regards, [redacted] ***

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see the order was not delivered on timeThe consumer reached out to [redacted] and were unable to receive a timely resolutionWe are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe understand completely how upsetting this was for our consumerWe have issued a full refund for your purchase per the guidelines of our holiday "GTGT" program without the requirement of returning what was receivedWe ask that the consumer allow 2-business days for the credit to reflectWe would like to advise that a credit in the amount of $was added to the consumer's account as a courtesy for the inconvenienceWe 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]

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 herWe are truly sorry for this inconvenienceWe recently upgraded our warehouse management systems, and it unfortunately, did not go as planned and we have been experiencing abnormally long waits for shippingThis upgrade was followed almost immediately by a severe weather event, which only pushed us further behindWe were not adequately prepared for these issues, and we are truly sorry for the ongoing frustration this has causedWe do see that the package finally shipped, after a cancellation was requestedThe package was marked as delivered on 10/ We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe 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 experiencedWe attempted to reach her via phone, but have not been successfulWe welcome the consumer to reach out directly via the number below if there are any additional questions, comments, or concernsIt 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 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]

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]

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 Thank you for the assistance in escalating the matter 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. [redacted] closed my dispute since the product was delivered, completely disregarding the guarantee. Engaging BBB has brought swift resolution, and I very much appreciate your assistance. However, I must note that the business' claim of a typical requirement for returning the product is nonsense. Their advertising was to arrive by 12/23 or its free - not arrive on time or you can return the product. This would just a normal return policy and not any special promotional guarantee. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I continue to get e-mails from themI got two more today.Their promise to stop sending me advertisement e-mails has not been fulfilled Regards, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the customers’ order is still delayed in being shipped We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionDue to having severe delays with the NBA Finals merchandise, all orders have been delayedSince we are unable to ship the customers’ order, we have issued a refund for 30% of the merchandise total, in the amount of $that will post back to the customers original form of payment within 2-business daysThis is in addition to a refund issued June 17th, in the amount of $We have sent the customer a detailed email and will call as well 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 ###-###-#### Sincerely, [redacted] Executive Fan Relations

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the details regarding the complaint and the undeliverable packageThe 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 delayWe understand how frustrating this whole experience has beenWe have contacted the consumer by phone and were unsuccessful at leaving a voicemailThe following information has been provided by emailWe have reshipped the available items with expedited deliveryThe out of stock item was refunded to a gift certificate provided to the fan in their emailThe consumer was provided a direct contact number for any further assistance 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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 85, and find that this resolution is satisfactory to me Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: I have not received a $coupon for anything and it must be in writing , and when my [redacted] called right after the order had been placed to confirm the [redacted] would be added as the representative had told me that it would be is how we found out the item was out of stockI received a thank you for your order several hours laterThe representative had made a big deal of letting me know I was so lucky to have purchased the last oneWhen my [redacted] questioned how they could charge $to my [redacted] without first confirming availability she was told it was our credit card departments fault for not immediately refunding the monies? The fact that Fanatics can tie up $for days is unacceptable and I feel a more substantial gift card is warranted whether it is from Fanatics, [redacted] , or [redacted] which is supposedly the parent company Regards, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reached out to our e-mail marketing managers and had the consumer’s e-mail address removed from any listsShe should no longer be receiving these e-mail communications We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe attempted to reach the consumer by phone, but were unable to connect directlyWe felt sending an e-mail resolution would not be appropriate in this situation 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 order had not been shipped as of yet due to the item shipping from a different warehouseThe 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 resolutionWe can confirm the item has been delivered as of October 25, 2016, however, a full refund has been processed per the consumer’s requestThe 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 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’s gift return was not done properly We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe found that the gift recipient does have an account with us, so we have placed the funds for the returned item into the customer’s accountThe refund amount was $89.99, and we have given that amount in the form of store creditWe have also contacted the customer via email, to give them their account and refund information 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] ***r 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 refund not being issued correctly for a returnUpon further research we found that our system housed two separate accounts for the customer under the same login informationThis caused some confusion for our system, and our customer service team in regards to the credit due We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have confirmed that the order has been fully credited at this time, and there is no outstanding balance dueThere is a total available Fan Cash credit of $available to use towards a future purchase, and Mrs [redacted] has been provided with direct contact information for a Senior Fan Advocate if additional assistance is neededWe provided the resolution 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, [redacted] Senior Fan Advocate

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the delayed delivery of his packageWe were able to confirm that the tracking information has not updated since November 11, We also escalated to the appropriate team for further research We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have confirmed that the order has been fully creditedFor the inconvenience, we have provided a total of $Promo Credit to the accountWe provided the resolution via email and received no response back from the customer 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