Patriot Organization, Inc.

When the customer originally contacted us, we researched the order status and informed the customer that the package was delivered to her by *** Since the customer has filed a case with ***, we will move forward with replacing this order as a courtesy The original order was produced
by SquadLocker and shipped to the address provided by the customer at the time the order was placed, using *** ** smart post The customer has been informed that this replacement order has been placed and that it can take 10-days to ship out Replacement #***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
you have not given me multiple chancesI’ve reached out to youYou guys are demanding pics when you already see you messed upThanks for refund but I’d still like correct items
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Mr. [redacted],  On behalf of our entire team here at SquadLocker, I would like to sincerely apologize for the subpar service you have received. While we are disappointed to be late on any orders, we are even moreso when it impacts an important and exciting event such as your county...

championships. Our dedicated staff consists of coaches, athletes, and parents of athletes, and we can truly empathize with the disappointment that you’re feeling.   While we had planned ahead for a significant increase in orders for the Fall season, the enormous volume we received far exceeded anything we could have imagined. This volume impacted both our ability to ship many orders on time, as well as our ability to respond to our customers in a timely fashion. We have since instituted changes to ensure that this never happens again – including quadrupling our production equipment and increasing our staff by 50%, and growing.   In regard to your specific orders, I can see that your orders began shipping on the 24th. I believe there is one item that is currently backordered and due to ship on the 11th.  You have indicated that you will not use SquadLocker in the future. While this is regrettable, it is understandable. We do have a guaranteed return policy for full refunds. If you decide that the gear is not of use, or you simply do not want it, there is a return slip included in your order. Simply use this slip to package and return your gear to us, and we will refund your purchase immediately. If this slip is not included, or has been lost or discarded, simply let us know and we can send one electronically for immediate use. You can request this slip from our customer service team, or by emailing me directly at [redacted].  Once again, my apologies for your negative experience. We are committed to doing better. [redacted]Director of Program ManagementSquadLocker, Inc.[redacted]

Squadlocker has given this customer multiple options to resolve this situation prior to the complaint. If the pictures of the garments are supplied, or the garments are returned the refund will be issued.  Thank you,[redacted]

"[redacted], My name is [redacted] and I am SquadLocker’s Director of Program Management. On behalf of our team, I would like to apologize for the negative experience with your team gear orders. We take great pride in our products, service, and the work each and every one of us does on a...

daily basis, and I can assure you that the late shipments have come as a great disappointment to our entire staff. While we had planned ahead for a significant increase in orders for the Fall season, the reality is that the incredible volume far exceeded anything we had even considered. This volume impacted both our ability to ship many orders on time, as well as our ability to respond to our customers in a timely fashion. We have since instituted changes to ensure that this never happens again – including quadrupling our production equipment and increasing our staff by 50%, and growing.  In regard to your specific orders, I looked into your account and found that your first order did arrive on 10/6. Your second order was shipped on 10/18, the same day that you had reached out to our team. According to our records, that order should have arrived on 10/20. While we hope you love the gear you received and have reconsidered, you indicated in your letter that you would prefer a full refund. Our return policy at SquadLocker has always been to offer a full refund, no questions asked. In each shipment, we include a return shipping slip. Simply use this slip to package and return your gear to us, and we will refund your purchase immediately.  If this slip has been discarded, simply let us know and we can send one electronically for immediate use. You can request this slip from our customer service team, or by emailing me directly at [redacted]. Thank you for your feedback, [redacted], and once again, my apologies for your negative experience. We are committed to doing better.[redacted]”

Mr. [redacted]'s complaint is accurate in that we have been late shipping some recent orders. This is the result of a refrain we've heard a lot lately, that "too much business is a great problem to have." While this may be good from the "future-state" business perspective, today it has created some...

real issues that we have been managing and are now finally getting on top of. We prepared for an increase in Fall business, with both equipment and staffing increases. However, the actual volume of work was nearly 10x our expectation. While some of our earliest customers did not receive emails in advance of their late shipments, we did begin sending these emails to anyone who we know might receive a shipment later than expected. This began about three weeks ago. Today, anyone whose shipment may be late is receiving an email in advance, letting them know this. We're also including apology letters, a coupon for 20% off, and a free gift cinch sack. Our customer service team is handling service issues through online chats, emails, and phone calls.  We have also just quadrupled our production equipment, and increased our production staff by 50% and growing.We are very disappointed that we have even one customer whose service was less than exceptional - and we will be back on track shortly. And while I by no means want to downplay even a single customer's complaint, we currently have 7 negative reviews on Revdex.com - all of which have been responded to - but in contrast have fulfilled several thousand on time and high quality shipments during this same timeframe.We appreciate the opportunity to respond to this complaint, and sincerely hope that this fulfills your request. If it does not, by all means please let me know, and we will be happy to expand on this issue. Thank you, [redacted]

Hello [redacted],Our conversation by chat did not specify that you wanted a refund.  You mentioned that you didn't want to pay for an item that was incorrect and based on prior conversations where you stated you needed this item, I told you I would get you the items with the correct logo.  I...

informed you in the chat last night that I would replace the incorrect items after it was verified that they were all incorrect as I needed to review the concern with our Art team.  This morning, the art team showed me two logos, one with the white and one without.  I shared that I needed to confirm that all 3 items received the wrong logo in order to process the replacement for all three.  I also discussed that I would be expediting the item to us and to you for the inconvenience.  The pictures you provided only identified that the shorts (#4) were incorrectly decorated.  The second and third pictures provided a close up of the logo however I could not identify that those were the other two shorts. I also offered to move forward with the replacement and expediting the replacements to us and that all you would need to do is send the pictures over this weekend so I could move the order into production not holding up the replacement.After your last email asking for a refund, I confirmed I would process the refund as soon as I receive the picture of the three incorrect logos.  You will receive an email confirmation of the refund as soon as it is processed.  Thank you,[redacted]