Prep Sportswear

This item would be considered damaged per our policy I've issued a refund back to the original payment method This issue would have been resolved much easier had you contacted us directly with the defect Please close this Revdex.com complaint as you have received the resolution you desired

Please see the attached order details The customer misunderstood the product material and was provided a courtesy replacement Customer threatened Revdex.com action which seems confusing as we offered a free alternative ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

The following message is a response to complaint case [redacted] : We’re sorry for any confusion experienced by the customer in regards to the details of their order The customer had contacted our Customer Service on August 18, requesting a refund for her order because it did not include a name in the design that was chosen As explained to the customer by three difference representatives the design selected by the customer did not include the option to incorporate a nameAs a site wide website feature there are fields below the available design options that allow you to edit the year, number, or name in a design if it incorporates one of these options It is also called out before completing an order that “You order is custom producedPlease review your order to confirm design, personalization, size, and quantity are correctYour order will be produced as shown.” In the product page, the shopping cart, and the order confirmation email that is emailed directly after an order is placed the customer is shown how the order was submitted and will be produced As we custom produce each item to order we are unable to accept items on return as they are not products that can be restocked or resoldAs a onetime courtesy for the confusion experienced our Customer Service Representatives had offered to replace the product with an alternate item However, as the item was produced as shown and in accordance to the order submitted by the customer we will unfortunately be unable to accommodate the refund that the customer is requesting Again, we apologize for any confusion the customer had experienced and we would be happy to extend the offer to replace the item with another product of similar value Dan R [redacted] – Client Services RepresentativePrep Sportswear [redacted] Seattle, WA 98121Phone: [redacted]

Complaint: [redacted] I am rejecting this response because: If Prep Sportswear spent the same amount time reading my complaint as they did coming up with patronising responses to paying customers, they would have realised that I my dispute was not about their delivery calendarI admit that I should have looked closer at my expected delivery dateMy problem is with the concelment of their no return policyAs I mentioned in my original complaint, this is disingenuous and illegal in the state of Florida, where the goods were purchased I would appreciate it they could respond to the actual issue, instead of giving me a tutorial of their websiteEqually, I'd be more that happy to provide them with a link to the Florida state statute they are in violation ofI'm sure it's easier to find than their delivery calendar.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The no return policy is not clearly visible on any of the company's website pagesA customer should not be expected to "click on" an icon to discover this critical piece of informationAs an online shopper for many years, I have never come across such a policyOf course, these were all reputable companiesHaving the policy hidden implies intent to deceive the customerIf not, then the company should have no qualms about the policy being clearly visible on each pageThe least that the company should do is have a "warning" notation on the check out page with the policyThis would alert the customerHad I seen this, I never would have ordered from this companyI am sure I am only one of many customers to feel this wayIf the company believes this policy is fair and "aboveboard", then they should not attempt to hide it from unsuspecting customersAs far as the company offering me a percent reduction in another item of clothing, why would I put out $or more and take the chance of the item not fitting and being out the additional $? I am requesting that the company have their no return policy clearly visible on each page of their website or just on the checkout page with a "warning" to customers.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My issue was not resolved to my satisfaction and I believe that this company does not clearly state out in the open (on the main page of their website or even at check out) that they have a NO RETURN OR EXCHANGE policyTo hide it in their FAQs in my opinion is a deceptive practice and is not good business practice There is a statement at checkout regarding the custom nature of their products, but there is no mention that items cannot be returned or exchangedHad I have known that I could not return garments purchased, I would NOT have placed my order They need to make it very clear on their website so that there are no misunderstandings I spent over $on apparelOnly one item fit true to sizeThey refunded me $for one of the men's large t shirts that they said was mistagged, however, I was stuck paying for a $ladies 1/zip that was huge and a men's size large t-shirt that also ran big (about $of merchandise)To offer a 40% off coupon for a future purchase is ludicrous Why would I risk ordering more apparel from a company that does not take returns or exchanges? I thought a good compromise would have been charging me their cost for the remaining items and credited me the differenceThat suggestion was denied Sincerely, [redacted]

I am writing in response to ID number [redacted] that was submitted on 2/26/16.After reviewing the order, we are disputing this complaintWe are sorry that the customer was not satisfied withour policy for custom mode merchandiseWhen the customer called to discuss, the customer service representativewas hung up on before offering our remedy of 40% off of a future order In the wrrect size Access to our return policy can be found on every page by clicking on the 'Shipping and Returns' link under the'Customer Service' support columnThe retllrns policy is also listed under the FAQs In the nnal checkout page.Return Policy: https://www.pre~sportswear.com/site/customer-service/shipping-returns/ If you have further questions, please do not hesitate to contact me directly at Thank you, Stephanie H***Client Services SupervisorPrep Sportswear [redacted] ***Seattle, WA

Complaint: [redacted] I am rejecting this response because: The CEO's "secretary" attached my entire order history to her response Please carefully review all of her pages No returns, exchanges or refunds is never mentioned anywhere in these pages - the same pages I saw when I placed my order Please also review my attached document, copied directly from Prep Sportswear's website I included some notes, hi-lighted in yellow The only thing Prep Sportswear writes about their return policy is carefully and intentionally located at the bottom of their website in a tiny font When you click on that tab, you will see that Prep Sportswear notes that no returns are made on "products produced as ordered" My item was already produced It was sitting in their website inventory I Googled my specific item and that's how I found Prep Sportswear All of this is included in my attached document I did not custom design my items I did not submit artwork or logos or specific wording or designs My items were not one of a kind If you browse around on the Internet, you will find several complaints against Prep Sportswear about their invisible no return policy If many consumers are complaining about the same thing, perhaps it is time for Prep Sportswear to adjust their website Offering 40% off future orders of more junk is not a resolution! To the CEO's "secretary" - you're darn right I was upset! Verbal battery or whatever similar phrase you used is a huge exaggeration I was upset that you were telling me about a policy after I received my merchandise I was upset when you told me that your boss doesn't read his letters I was upset when you told me that your boss doesn't care about customer's complaints because he hired you to offer discounts to make them go away I was upset when you told me that I hadn't previously mentioned the defective item You also mentioned that in your response here I mentioned the defective tee-shirt during my very first phone call to Prep Sportswear That's why I called you In fact, one of the ladies I spoke with at Prep Sportswear told me that she understood what I was talking about She told me that that particular fabric does not take well to decals She told me that if I wanted to exchange it for the same item, they would attach the decal in a different manner It was not that it wasn't to my liking, as you suggested It is defective! I did not take a photo of it yet to send to you for a replacement item because I am involved in a dispute with you I can assure you that all three items you sent me are still squashed in their original wrappers in the sloppy package that you sent me - exactly as they were upon arrival Nothing was tampered with or touched beyond my original unpacking of the items The CEO's "secretary" mentioned in her response that I called her a liar She said that to me on the phone as well I NEVER called her a liar I told her that her company was deceitful Prep Sportswear is deliberating tricking their customers This "secretary" changed some of the facts and the language in her response She had no reason to say that I never mentioned the defect previously because she and I discussed that very defect during two of our phone calls She might not be a liar but she is definitely not telling the truth about the defect! I asked several family members and friends to look at Prep Sportswear's website Every single one of them told me that they had no way of knowing that all items on the website are custom made Like me, and every other customer who complained about Prep Sportswear, they thought that the customer has the opportunity to create their own designs and merchandise All other items readily found on their website, discovered through Internet searches, appear as stock items I can certainly agree that special orders are non-returnable But my three items were not special orders They were items found during a Google search on Prep Sportswear's website They were Christmas presents for my husband One was defective Two were very poor quality See-through terry cloth golf towels $golf towels should not be see-through! I continue to request a full refund, including my original shipping costs I will mail the defective and poor quality items back to Prep Sportswear, at my cost Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the material is already getting holes because it is so thin and cheaply made Also the logo and name was ironed on For the price we paid you would think it was embroidered

This issue was resolved on 3/16/when the customer provided the measurements for the item that did not fit A refund for the cost of the T shirt that was mis-tagged was provided The additional item in question did measure up to what the website said it should, so we did not refund but instead sent a 40% off promotion code for a future order Our messaging regarding the custom nature of our business and return policy is clear according to all standards We've apologized for the misunderstandings but must stay consistent in our policies

The following message is a response to complaint case [redacted] : As all items are custom made to the order, we advertise a production timeline of business days which begins the day after an order is placedOnce an order is complete, orders will ship to the customer from our facility on the 5th business day by the shipping method chosen by the customerWe understand this information can be important when placing an order and so we provide it next to your shipping method options in the Shipping CalendarThis calendar can be a helpful guide to view the production timeline, expected date the order will ship out and expected date the order will be deliveredAdditionally, the order was shipped to the address entered by the customer during checkoutOnce an item is shipped from our facility it is handed over to the delivery carrier, in this case the United States Postal Service, and we can no longer adjust the shipping details as the customer had requested us to doWe did not issue a refund as the order was completed and shipped to the address entered by the customer in the time line that is advertisedOnce the order was returned to our facility it was reshipped to the correct address, which was provided to us by the customer on 5/20/The customer was not charged for the reshipment; rather these charges were covered by Prep SportswearFor the reasons mentioned we are unable to accommodate the customer's request for a complete refund

The following message is a response to complaint case ***: We're sorry that the customer was not satisfied with the products that were purchasedGiven that every item on our site is custom made to order, we do not have a way to return or exchange productsAccess to our return policy can be
found on every page by clicking on the 'Shipping and Returns' link under the 'Customer Service' support columnThe returns policy is also listed under the FAQs in the final checkout pageReturn Policy: *** *** *** ***

Complaint: ***
I am rejecting this response because: these were SPECIFICALLYordered for CHRISTMAS! They were guaranteed! I had to thenpurchase a second set of giftsNot acceptable! I reached outto the company explaining I no longer wanted them and was told (due tothe fact they are special ordered it was not an option.) I wanted themmade to order for my “promised” dateI will not pay for these items
Sincerely,
Christina C***

Please see the attached order details for specific information regarding this order and our communications with this customer We remain consistent in our policies and have apologized that the customer failed to click on the link that is available on every page of our site that shows the
timeline for each custom made product While we aren't tailoring merchandise, we are applying the design to the blank item of their choosing and shipping it to them It is unreasonable for a customer to assume that this will happen in day and then ship out.
***attachment redacted from Revdex.com***

The customer placed an order in our system which we stated could be done and delivered by ChristmasUnfortunately, our production facility ran into a few issues and were not able to ship all of the "guaranteed" orders out in time for ChristmasWe do custom make all orders and there's room for
error, unfortunatelyAs an apology for our delay, we refunded the customer 25% of their merchandise total plus the shipping chargeThe customer received the order on the 29th of December

We do state at the bottom of the school store that this store is not affiliated with, sponsored or endorsed by *** *** ***You have the ability to pick from an assortment of product colorsDesign colors may not be identical to that of official licensed merchandiseAll products in this
store are exclusively produced and fulfilled by Prep SportswearThe customer chose the merchandise as well as the logo and size, placed the order, and received exactly what was orderedWe send confirmation emails with every purchase where the consumer may view what was ordered as wellThey're also able to view the item(s) in their shopping cart before purchasingWe are not able to issue a refund for items that arrived as-ordered

This customer contacted us regarding the weight of the item received. We explained where to find the size and weight for our products and apologized that this information was missed. We offered a 40% off promotion code towards a new item as well as to cover the shipping charge. Customer berated two...

of our client services representatives and then advised the supervisor that she will be going to our CEO. We feel that we were more than generous in offering a deep discount as well as free shipping as all of our products are custom made to the order.
I've included a PDF of our order details page which includes the entire call, chat conversations.  Thank you for your attentiveness to this matter.

Complaint: [redacted]I am rejecting this response because: the material is already getting holes because it is so thin and cheaply made.  Also the logo and name was ironed on.  For the price we paid you would think it was embroidered.

Complaint: [redacted]I am rejecting this response because:
 
The CEO's "secretary" attached my entire order history to her response.  Please carefully review all of her pages.  No returns, exchanges or refunds is never mentioned anywhere in these pages - the same pages I saw when I placed my order.  Please also review my attached document, copied directly from Prep Sportswear's website.  I included some notes, hi-lighted in yellow.  The only thing Prep Sportswear writes about their return policy is carefully and intentionally located at the bottom of their website in a tiny font.  When you click on that tab, you will see that Prep Sportswear notes that no returns are made on "products produced as ordered".  My item was already produced.  It was sitting in their website inventory.  I Googled my specific item and that's how I found Prep Sportswear.  All of this is included in my attached document.  I did not custom design my items.  I did not submit artwork or logos or specific wording or designs.  My items were not one of a kind.
If you browse around on the Internet, you will find several complaints against Prep Sportswear about their invisible no return policy.  If many consumers are complaining about the same thing, perhaps it is time for Prep Sportswear to adjust their website.  Offering 40% off future orders of more junk is not a resolution!
To the CEO's "secretary" - you're darn right I was upset!  Verbal battery or whatever similar phrase you used is a huge exaggeration.  I was upset that you were telling me about a policy after I received my merchandise.  I was upset when you told me that your boss doesn't read his letters.  I was upset when you told me that your boss doesn't care about customer's complaints because he hired you to offer discounts to make them go away.  I was upset when you told me that I hadn't previously mentioned the defective item.  You also mentioned that in your response here.  I mentioned the defective tee-shirt during my very first phone call to Prep Sportswear.  That's why I called you.  In fact, one of the ladies I spoke with at Prep Sportswear told me that she understood what I was talking about.  She told me that that particular fabric does not take well to decals.  She told me that if I wanted to exchange it for the same item, they would attach the decal in a different manner.  It was not that it wasn't to my liking, as you suggested.  It is defective!  I did not take a photo of it yet to send to you for a replacement item because I am involved in a dispute with you.  I can assure you that all three items you sent me are still squashed in their original wrappers in the sloppy package that you sent me - exactly as they were upon arrival.  Nothing was tampered with or touched beyond my original unpacking of the items.
The CEO's "secretary" mentioned in her response that I called her a liar.  She said that to me on the phone as well.  I NEVER called her a liar.  I told her that her company was deceitful.  Prep Sportswear is deliberating tricking their customers.  This "secretary" changed some of the facts and the language in her response.  She had no reason to say that I never mentioned the defect previously because she and I discussed that very defect during two of our phone calls.  She might not be a liar but she is definitely not telling the truth about the defect!   
I asked several family members and friends to look at Prep Sportswear's website.  Every single one of them told me that they had no way of knowing that all items on the website are custom made.  Like me, and every other customer who complained about Prep Sportswear, they thought that the customer has the opportunity to create their own designs and merchandise.  All other items readily found on their website, discovered through Internet searches, appear as stock items.  I can certainly agree that special orders are non-returnable.  But my three items were not special orders.  They were items found during a Google search on Prep Sportswear's website.  They were Christmas presents for my husband.  One was defective.  Two were very poor quality.  See-through terry cloth golf towels.  $22.00 golf towels should not be see-through!
I continue to request a full refund, including my original shipping costs.  I will mail the defective and poor quality items back to Prep Sportswear, at my cost.
Sincerely,[redacted]

I apologize for any inconvenience. I did go ahead and refund the remaining amount. The refund will reflect on your original method of payment in the next 3-5 business days.