Modell's Sporting Goods

Good afternoon:On behalf of Modell's Sporting Goods and modells.com, I apologize for the problem we had completing the order for [redacted].  Upon further review, it appeared that once the package had left our vendor and was picked up by [redacted], the package went dormant.  We have...

reached out to our payment processor and the refund process was initiated today for the full amount of [redacted]'s purchase.  [redacted] should have already received an email confirming this.Many thanks for giving me the opportunity to resolve this issue for [redacted].  Best,[redacted]
[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 and the matter has been resolved.
Sincerely,
[redacted]

We are sorry to hear that [redacted] was not satisfied with her purchase and chose to return it in our store.  Most items are accepted in our store for refund/exchange within the specified time noted on the POS receipt.  From time to time, our vendor relationships dictate otherwise...

as is the case with the Swagway.  Our contract with the manufacturer states that customers must contact Swagway with any issues.   At Modell's, customers are our number one priority.  [redacted] of our Customer Service Team had reached out to [redacted].  As a courtesy, in this instance we have made an exception for [redacted] and have invited her to our North Brunswick, NJ store where we will accept the return of the Swagway she had purchased. We apologize for any inconvenience we have caused [redacted] and hope to see her back in our stores very soon. Thank you and have a great weekend. Best,[redacted]

Good morning:We are very sorry to hear that [redacted] had an unpleasant experience while shopping at [redacted].Our records show this item was delivered to the requested shipping address on January **, 2015.Since the item was delivered, we cannot process a refund unless the item is returned to...

us.  Please advise if [redacted] would like to return this item and it would be my pleasure to initiate the [redacted] pickup.Thank you,[redacted]Modell's Sporting Goods Legal Department?

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 and the matter has been resolved.
Sincerely,
[redacted]

To Whom It May Concern:On behalf of Modell's Sporting Goods, I apologize for the delay in responding to your complaint.  It is my understanding that [redacted] has been issued a full refund, including the shipping charges.
In addition, if [redacted] requires additional assistance or has any...

questions with respect to her refund, that she please contact Antoinette L[redacted] in our Customer Service Department at ###-###-####, x[redacted].
Please accept our apologies for your inconvenience.  We value our customers and customer satisfaction is always our number one priority.Thank you and have a great day.Best,Cathy A[redacted]     [redacted]Modell's Sporting Goods###-###-####, [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 and the matter has been resolved.
Sincerely,
[redacted]

To Whom It May Concern:I spoke with [redacted] this morning and arranged for an exchange of the defective product at our East Meadow location to take place this coming weekend.Please accept our apologies for the inconvenience. We value our customers and customer satisfaction is always our number...

one priority.
Thank you and have a great day.
Best,
Cathy A[redacted]
Modell's Sporting Goods[redacted]

To Whom It May Concern: We are sorry to heart that [redacted] had an unpleasant experience with his models.com purchase.  Since receiving this complaint, Jorge G[redacted] of our customer service department had reached out to [redacted], first on October [redacted] and [redacted] responded that it...

was not a good time and that he would call Jorge back, and next on October [redacted] when Jorge left [redacted] a voicemail message. Please ask [redacted] to return Jorge's call so we can resolve this issue to [redacted]'s satisfaction.  Jorge can be reached at ###-###-####, and press 6. Thank you. Best,Cathy A[redacted]Modell's Sporting Goods Legal Department

Good afternoon: We are sorry to hear that Ms. B[redacted] had experienced an issue with her Swagway purchases.  Since the manufacturer has never changed their name, nor gone out of business, perhaps she had contacted a different company altogether?  We would like to provide Ms. B[redacted]...

with the Swagway Recall Hotline number so they can resolve the issues with her items.  The Swagway Recall Hotline number is [redacted].   Swagway has always offered to any customer that contacts them to fix or replace the battery in the units at no cost to the customer.  We am not aware of Swagway ever issuing a statement that their products were unsafe.  We continue to carry the Swagway line of products in our stores.   I am going to personally contact Swagway myself so they may provide me with any communication records between Swagway and the customer with the hope that we can assist Ms. B[redacted] with a resolution. Thank you

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 and the matter has been resolved.
Sincerely,
[redacted]

To Whom It May Concern:On behalf of Modell's Sporting Goods, I apologize for the delay in responding to your complaint.  It is my understanding that [redacted] has been issued a full refund, including the shipping charges.
In addition, if [redacted] requires additional assistance or has...

any questions with respect to her refund, that she please contact Antoinette L[redacted] in our Customer Service Department at [redacted]
Please accept our apologies for your inconvenience.  We value our customers and customer satisfaction is always our number one priority.Thank you and have a great day.Best,[redacted]     [redacted]Modell's Sporting Goods[redacted]

Review: My husband and my daughter were at Modell's located at [redacted] at 8:15pm on October **, 2015. They came home extremely upset with the manager/managers there. This is the second time in less than 40 days my family was treated rudely at this location. There were two managers there at the time, Rich and Charles. My daughter was in tears when she got home tonight and she is only 11 years old. The store was empty at the time and the manager didn't even offer to help (giving them dirty looks as soon as they walked into the store) and was very rude when my husband approached him for help. When my husband asked if my daughter can try on the clothes, the manager said, "no, to the cashier" making no eye contact and took the clothes to the cashier. (Security Cameras are in place to check). Then my husband asked (Justin the cashier) if my daughter can try the clothes on and he said yes. Justin was nice, but the woman at the fitting room was giving my child an attitude. My daughter wears the hijab (Islamic Dress). My husband and daughter felt discriminated (the second time at this location) because of her dress or maybe they are just completely oblivious to their profession of customer service. In addition, after purchasing the items, they returned home with a security tag still attached to one of the sweat shirts! Im not returning back to the store! Still waiting for Modell's to investigate after complaining on the website.Desired Settlement: All workers go to customer service training, an apology, manager is reprimanded, and a solution to the security tag issue since this is the only Staten Island location.

Business

Response:

To Whom It May Concern:On behalf of Modell's Sporting Goods, I apologize for the delay in responding to your complaint. It is my understanding that [redacted] had also reached out to us via [redacted] and had received a call from both our Deputy General Counsel, Mark A[redacted], and our General Counsel, Doug E[redacted]. Mr. E[redacted] advised me that he informed [redacted] that it might take several weeks to complete his investigation of this matter. He also stated that he offered alternative store locations in Staten Island that [redacted] may take the sweatshirt to have the security tag removed.

In the meantime, we ask [redacted] to please await the findings of our investigation into this matter, as well as let us know when it would be a convenient time to visit one of our other Staten Island locations to remove the security tag. It would be my pleasure to contact another store to let them know to expect her visit.

Please accept our apologies for your inconvenience. We value our customers and customer satisfaction is always our number one priority.Thank you and have a great day.Best,Cathy A[redacted]Modell's Sporting Goods###-###-####, x[redacted]

Review: On Dec ** 2015 I purchased a swagway scooter from this business for $434.On Dec ** 2015 I brought it back to exchange because it was not working properly.When I brought it to the counter I was told I had to wait for a manager.This is when I knew that I was in for bad news.When manager came out I was told that I would have to deal with manufacturer regarding this product.I then explained that I did not buy product from swagway I bought it from them.I also explained that I could have bought it cheaper online from a no name company but in hopes to avoid any type of nefarious activity I paid more and bought it from what I thought was a reputable company.The manager then produced a hand cut slip of paper which she claimed was a duplicate of one that I supposedly received on the day of the purchase saying that there would be no in store returns or exchanges on this particular product.This was no doubt a transparent attempt to weasel out of standing behind a bad product that they had been propheting from because they know by law they would have to notify the customer before the purchase in order to get away with this.I informed the manager I never received this and that if I had I would have never made the purchase.The truth should be easy enough to prove because the time of purchase is on my recipt and the registers are on camera.At this point I was told I was out of luck and there was nothing I could do about it.Desired Settlement: I would like either my money back or an exchange for a properly functioning product.

Business

Response:

To Whom It May Concern:I spoke with [redacted] this morning and arranged for an exchange of the defective product at our East Meadow location to take place this coming weekend.Please accept our apologies for the inconvenience. We value our customers and customer satisfaction is always our number one priority.

Thank you and have a great day.

Best,

Cathy A[redacted]

Modell's Sporting Goods[redacted]

Review: I placed an order with Modell's Sporting Goods on 10/**/2015...when my order came I noticed I ordered an extra item which I called Modell's and they stated that it's no free return so I went out to the post office on 10/**/2015 and sent item back which I have tracking number...when I checked the [redacted] on 11/*/2015 it stated that Modell's received the item on 11/*/2015 on receptionist desk. I called Modell's on 11/*/2015 and the customer service representative stated that it will be in my account 3 days today. Today make the 6th day and I called Modell's again and nobody don't anything. This is unacceptable to me because I return item.Desired Settlement: I will like my refund back of $26.99 plus the cost is had to pay for return $10.15 because it suppose to be free return...so my total I will like refunded is $37.14

Business

Response:

To Whom It May Concern:On behalf of Modell's Sporting Goods, I apologize for the delay in responding to your complaint. It is my understanding that [redacted] has been issued a full refund, including the shipping charges.

In addition, if [redacted] requires additional assistance or has any questions with respect to her refund, that she please contact Antoinette L[redacted] in our Customer Service Department at ###-###-####, x[redacted].

Please accept our apologies for your inconvenience. We value our customers and customer satisfaction is always our number one priority.Thank you and have a great day.Best,Cathy A[redacted]Modell's Sporting Goods###-###-####, [redacted]

Review: I purchased a brand new Swagway from this company. My son is not able to ride it due to a loud motor noise and vibration. Instead of being able to return it in exchange for another new one that properly works. They want me to send this back to Swagway for possible repair with refurbish parts instead of just sending me a new one. I purchased this item new so why would I want to pay $400.00 for a product that has refurbish parts. That's not fair to me as a consumer. I am highly upset especially being that Christmas is in a few weeks. A new swagway should have been sent to me in place of this defected one.Desired Settlement: I would like for the company to send me a new Swagway before Christmas instead of me having to return wait for my refund then reorder at worst having to send it to Swagway and have repaired with used parts

Business

Response:

To Whom It May Concern:On behalf of Modell's Sporting Goods, I apologize for the delay in responding to your complaint. It is my understanding that [redacted] has been contacted by our Customer Service Department and has been offered an exchange for a new item. Once we receive the defective product back from [redacted], a new replacement will be sent to her.

Please accept our apologies for your inconvenience. We value our customers and customer satisfaction is always our number one priority.Thank you and have a great day.Best,[redacted]Modell's Sporting Goods###-###-####, [redacted]

Review: Purchased Order # [redacted] on Dec [redacted] from Modells as a Christmas gift for my son. Opened the item on Christmas and the product did not work. I contacted Modells customer service on 12/** and was told that I would receive a prepaid shipping label to send the item back to them and once received they would send a new item out to replace the one that did not work. This was all agreeable. I was sent an email immediately with RMA #[redacted] and an address to ship the item back, but never a prepaid shipping label. I finally took the item to [redacted] on 12/** and paid $23.12 to ship the item back to Modells following the instructions in the email. Per [redacted] tracking the item was received back on 12/**. I received an email from customer service on 12/** following up with my issue. I replied back on 12/** telling them that I never received the prepaid shipping label, only an RMA # and assumed I would be refunded the shipping when they received the item back, gave him the [redacted] tracking # and told him the item was arriving that day to please follow up when they were shipping the replacement. I never heard back. I kept checking my online account with Modell's to see when the new item would ship and finally on 1/* when it still had not I called customer service again. I was told then that they had received my item, and it would be a couple more days to credit my card, but they would not ship a new item if I wanted another one I would need to purchase it but they would refund me the $23.12 shipping and I would be sent an email stating so and he apologized for the misinformation. I have to date received no email and no credit. I think that when they received the item back on 12/** over a week is enough time to credit the card. I emailed customer service again on 1/6 and have heard nothing back. I do not want another product from them, but I do want my money back immediately. I am also contacting my credit card. The [redacted] tracking number for the return is [redacted]. My original charge is $437.99.Desired Settlement: I would like my credit immediately. They've had the product returned to them since 12/**/15 and they are not responding to emails, and when you call customer service they want to call you back without resolution.

Business

Response:

To Whom It May Concern:On behalf of Modell's Sporting Goods, I apologize for the delay in responding to your complaint. It is my understanding that [redacted] has been issued a full refund, including the shipping charges.

In addition, if [redacted] requires additional assistance or has any questions with respect to her refund, that she please contact Antoinette L[redacted] in our Customer Service Department at [redacted]

Please accept our apologies for your inconvenience. We value our customers and customer satisfaction is always our number one priority.Thank you and have a great day.Best,[redacted]Modell's Sporting Goods[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Modells order #[redacted]. Tracking information: Carrier: [redacted]. Tracking number: [redacted]. Tracking information: [redacted] Delivered [redacted]. Item was left at front door.

No one signed for it. I never received it. Anyone could have taken it because the package was left outside unattended. I called Modell's, they will not issue me a refund or resend the item.Desired Settlement: Refund or resend the package before Christmas 12-**-2014

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Order #[redacted]
Recently I placed an order online, the Order #[redacted], and so today it finally arrived. I ordered the New York City Football Club Adult **Authentic** Away Jersey which was $120. However to my surprise that was not the item I had received. The item I received was the New York City Football Club **REPLICA** Jersey with the $85 price tag on it. How is it that I order the $120 jersey and instead receive the $85. There's a huge difference between the jerseys and I am extremely disappointed. I feel as though I have been scammed by a very big company. I can only imagine how many times this has happened and if any one else has noticed. I buy several jerseys every year and have yet to have a problem with any of them until now. As a customer for the last 15 plus years this is unacceptable. I have taken several pictures to prove what I have received and what was ordered via the email that was sent to me. I then contacted the number on the receipt that came with the jersey and am even more dissatisfied with the way the associate handled my situation. Instead of feeling relief and better about it I feel more concerned and angrier that the problem is not resolved. I bought this jersey knowing I would have it in time for the soccer game Sunday and instead now I'm expected to drive to a modells store to return the merchandise that was wrongly packaged and delivered to be issued a credit and then again try and place another order to possibly get the correct order this time. Hopefully I receive a response from someone in regard to how this situation will be handled bc like I said before I was not satisfied with how the associate [redacted] handled the conversation and issue at hand. I did call back and speak to Ryan who was much more helpful and understanding of the issue. All I want is the jersey I ordered for the price I ordered it for and I want it to be delivered before my game on Sunday. The fact that I have to drive to a modells to return the merchandise that was wrongly packaged and handled by modells irks me bc now I'm wasting my time and money to correct a problem that I did not create. Please if someone could call me or email me as soon as possible I would like an answer or solution to my problem. Best regards. [redacted] ###-###-#### [redacted]
I think this is a scam from the company hoping people would not realize the difference between the replica and the authentic jersey. After contacting them several times there was no resolution. In fact they wanted me to return the merchandise to the store and have the store place the order. Well the store placing the order is the same as me placing the order at home, the Modells sporting goods store located in sayville, NY had tried to do this after I wasted my time and money driving there only to inform me that now surprisingly enough the size that I ordered is now out of stock. Wow, what a coincidence.

Review: I ordered order [redacted] on 12/** with deliver in 5-7 business days.

I called in on 1/* because I received shipping tracking with a [redacted] number. [redacted] does not show receiving it. Modells said they would call their vendor to see if it had actually shipped and then call me back. They never called back. I called in again on 1/* because shipment still shows not being received by [redacted]. I was told that they can not cancel my order because they put in the order to their vendor. I did no buy from their vendor. Their vendor shows no proof of shipping. Modells is telling me I have to wait to see if it shows up next week even though they have no valid shipping tracking from their vendor. Even if it were to ship Monday it would deliver way beyond the 5-7 business days they advertised. Their customer service seems lost and not clear on what to do.

I would have never made the purchase if I knew they were using someone else. Seems they do not have in stock the items they sell. I want refund asap.Desired Settlement: I want order cancelled asap and refunded.

Business

Response:

Good afternoon:On behalf of Modell's Sporting Goods and modells.com, I apologize for the problem we had completing the order for [redacted]. Upon further review, it appeared that once the package had left our vendor and was picked up by [redacted], the package went dormant. We have reached out to our payment processor and the refund process was initiated today for the full amount of [redacted]'s purchase. [redacted] should have already received an email confirming this.Many thanks for giving me the opportunity to resolve this issue for [redacted]. Best,[redacted]