Prep Sportswear

Our position rests with our previous response being sufficient.

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 4 business days which begins the day after an order is placed. Once 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 customer. We understand this information can be important when placing an order and so we provide it next to your shipping method options in the Shipping Calendar. This 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 delivered. Additionally, the order was shipped to the address entered by the customer during checkout. Once 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 do. We 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 advertised. Once the order was returned to our facility it was reshipped to the correct address, which was provided to us by the customer on 5/20/2015. The customer was not charged for the reshipment; rather these charges were covered by Prep Sportswear. For the reasons mentioned we are unable to accommodate the customer's request for a complete refund.

We contest this complaint per the order details for order #[redacted], customer chatted demanding an alternate shirt, then called and used profane language with our representative about our sizing policy for custom made merchandise; then when our representative disconnected, he called back....

 Supervisor explained our policies and asked that he cease using profane language.  Disconnected after agreeing to send the measuring instructions via email.  Order #[redacted] was not mentioned in the complaint other than the customer thought that the second order was the same material.  We clearly indicate the material, size, brand etc on the site before purchase.  
Our policy is that if the custom made merchandise is made correct to the order, we cannot accept a return or exchange.  We can offer a 40% off promotion code for the purchase of a new item.  If the item measures incorrectly from the provided measurements, then we can absolutely replace it as we would never intentionally send an item that is made incorrectly.  
Please see the attached order details for further information.  Please feel free to call ro email me with any additional questions or issues.  Thank you

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.

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, 2015 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 name. As 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 produced. Please review your order to confirm design, personalization, size, and quantity are correct. Your 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 resold. As 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: 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 policy. To 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 exchanged. Had 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 $185 on apparel. Only one item fit true to size. They refunded me $27 for one of the men's large t shirts that they said was mistagged, however, I was stuck paying for a $70 ladies 1/2 zip that was huge and a men's size large t-shirt that also ran big (about $100 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 difference. That suggestion was denied.   Sincerely,[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 calendar. I admit that I should have looked closer at my expected delivery date. My problem is with the concelment of their no return policy. As 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 website. Equally, I'd be more that happy to provide them with a link to the Florida state statute they are in violation of. I'm sure it's easier to find than their delivery calendar.Sincerely,
[redacted]

Hello,
Our company stands behind all that was said to this customer in the many correspondences.  We offered a courtesy replacement product for the item that had defective print, although we never received a picture showing this defect.  We stand behind the quality of our products and...

that the fact that we are Custom Apparel is available on our site.  We also maintain our position that the fact that we are not directly associated with this golf course is located on every page of our site.  The customer has become extremely volatile in these exchanges and we will no longer be subjecting our client services representatives to verbal battery.
Please see the attached document showing all conversations between our representatives, myself, and our Client Services Director (not secretary).

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.
Sincerely,
Christina C[redacted]

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.  
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I will have this closed once the complete refund is processed.

Complaint: [redacted]I am rejecting this response because: I want a full refund! The merchandise is oversized and the customer service was horrible. I no longer will be doing business with this company. They can have their substandard merchandise back and I would like a full refund.

This issue was resolved on 3/16/16 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.

Complaint: [redacted]I am rejecting this response because:The no return policy is not clearly visible on any of the company's website pages. A customer should not be expected to "click on" an icon to discover this critical piece of information. As an online shopper for many years, I have never come across such a policy. Of course, these were all reputable companies. Having the policy hidden implies intent to deceive the customer. If not, then the company should have no qualms about the policy being clearly visible on each page. The least that the company should do is have a "warning" notation on the check out page with the policy. This would alert the customer. Had I seen this, I never would have ordered from this company. I am sure I am only one of many customers to feel this way. If the company believes this policy is fair and "aboveboard", then they should not attempt to hide it from unsuspecting customers. As far as the company offering me a 40 percent reduction in another item of clothing, why would I put out $30 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]

I am writing in response to ID number [redacted] that was submitted on 2/26/16.After reviewing the order, we are disputing this complaint. We are sorry that the customer was not satisfied withour policy for custom mode merchandise. When 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 column. The 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 206.588.7013.
Thank you,
Stephanie H[redacted]Client Services SupervisorPrep Sportswear[redacted]Seattle, WA 98121