Regear Outdoors

There are several separate issues going on here and I will address each one separately.First [redacted] (ACPR) did purchase dummies as listed on page of our catalog What [redacted] failed to point out is that also listed on page is the following statement "All Dummies are STOCK in BLACK Only! colors available: ask your rep for details" (see attached picture of page of catalog)Second, the dummies are manufactured by [redacted] , and [redacted] puts our ASA logo on OUR IN STCOCK dummies [redacted] has been doing that for ASA for over years Please see Page 3(attached file) of our terms, we have clearly outlined the difference between stock and custom items.Please see customers PO(attached file) where they are asking for a [redacted] dummysize, weight and price All of this information clearly matches up with ASA item on page of catalog(attached).All of this information is STOCK which is clearly defined on page and that all STOCK dummies are BLACK.Third, "They do not match our existing dummies" This information was never relayed to ASA's sales rep.(see attached copy of ACPR PO) no where on it does it specify a color)ACPR needs to understand that if they want something specific on the dummies that would be considered customCustom orders have different pricing, which is not listed in the catalog.Custom orders generally take 6-weeks once the art work is approved.Fourth, if ACPR wants to exchange the dummies for a different color he is more than welcome to do so As stated in the policy section of our catalog ACPR is responsible for the freight back to ASA, and the subsequent re-shipment of the other color dummies.Fifth, [redacted] did call and spoke to his sales rep and customer service And they both told him that ASA would take the dummies back; all ACPR had to do was return the dummies Customer Service also told him that ASA would waive the 10% restocking fee, but that ACPR is responsible for the freight back to ASA.ASA policies are clearly outlined on pages & of our catalog Sixth, I am unclear on how "Their customer services was very unprofessional about the situation." I would need more details here on "specifically how" my customer service manager was un-professional.Seventh, also outlined on our policy page 2(see attached) is the minimum amount of money to do business with ASA This amount is $ ASA's sales rep made the first exception for ACPR in accepting this order for $149.98.Lastly, ASA I feel has bent over backwards to try and accommodate this customer in several ways, accepting a small order, no restocking fee, etc So for resolution ASA will still accept the return with no restocking fee as long as the dummies are returned to ASA by August 1st.Sincerely,Richard R***PresidentASA Football

There were several issues with this customer.First [redacted] is not the customer ASA Football does not do business with individuals ASA Football is in the wholesale business of selling to non-profit organizations The organization we are doing business with is [redacted] [redacted] (***)Regarding the HelmetsWe shipped what helmets we had in inventory The rest we drop shipped from the manufacture to the customer This information was given to the person placing the order We cannot control what a customer hears ASA has no control over the manufacturing of helmets Helmets are made to order in July and August Although [redacted] will tell everyone that they will ship helmets within a week of order We here at ASA know that is not a reality in July and August, we inform our customers of this information All we here at ASA can do is to place the order and wait for them to deliver ASA is one of [redacted] 's largest dealers and our orders take priority at [redacted] As [redacted] found out on numerous occasions while she tried calling [redacted] herself [redacted] would get dates when the helmets would be done and ready to ship The date would come and go and the helmets would not ship Something that ASA is well aware of, and why we do not waste time calling [redacted] even called ASA back and asked us to give her a better dateIt is a tough thing for these non-profit groups to understand, that ordering in July is late.That they are at the mercy of what is left in the marketplace.I do apologize that my salesperson used inappropriate language, that is un-called for.I do not apologize for cutting her off from contacting [redacted] .That was crossing the line which I have zero toleranceJerseys, I feel that my sales rep did not properly inform [redacted] of the proper timing of these special made to order jerseys Early on in this process [redacted] was informed of the actual date of arrival [redacted] pricing issue [redacted] was referring to a sale which was sent out in April of with an expiration date of May 31stth [redacted] placed their order in July, long after the sale endedASA failed to inform [redacted] that the prices had gone upTaking into consideration the numerous miss-understandings on both sides I decided to honor the prices which [redacted] is referring too The credits were applied on September 15th [redacted] paid off their remaining balance on September 17th and ASA shipped their goodsSincerely,Richard R***PresidentASA Football

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Their poor customer service continues as they continue to blame the customer I don't recall issuing a complaint about the color of the dummies yet that is all they talked about in their response Attached is a picture of the dummies we received Please compare them to the dummy pictured in the catalog that corresponds with the one we ordered It does not match the picture The logo is the issue and no where that I can find does it state that the logo represented in the picture will not be on the dummy The only acceptable resolution is the one stated in my initial complaint.Also, at no time did they state they were making a special accommodation to accept our order If they did not want to take it, they shouldn't have Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 as long as there is no expense to us Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The issue is the un-helpfulness of the company we contacted for the helmets We were told by Blaine that he was not happy with the company they helmets went to either and that he had other issues and offered to help us the first day this happen At no time when we first agreed to the deal where we given any other contact info to who to talk to at [redacted] and I we knew was Blaine On the night in question when parts where not returned we spoke and he said he was not shocked and said he would be available the next day to help me He asked me to inventory all the helmets and call him as he was on the way to his daughters game and could not talk The next day when I called I was given the run around times In none of the conversation was it indicated that Chris was the boss I was told Chris was Customer service and I needed to leave him a message which I did leave a message I did finally speak to [redacted] who told us to go threw Blaine to get the parts as it would be a better deal I tried on several occasions to reach him and I got voicemail and I left many messages I also sent many emails with no response however I did receive answers from [redacted] saying they would help but needed to hear from Blaine As I continued to call I did speak to an agent who told me I would need to speak to Blaine I asked for Blaines boss and when asked why I was again transferred to Blaines voicemail After filling my complaint with the Revdex.com I finally heard from Blaine the next day with not an apology but reason as to it is there busy time and that he is overwhelmed He hoped I could be responsible and that he could help He explained there was nothing he could do on the Rydells and that I need to go and figure out what types of [redacted] they are I have been out of town the last week ab unable to look at the helmets to figure out the brands When I looked today there is nothing indicating what they are that I can see I have emailed Blaine and [redacted] to see if they are willing to help My complaint with your company is the very poor customer service that was offered As I said when I first called it seemed as Blaine would help and be there for all of this was our first time, however once mistake showed up he could not be bothered Regards, [redacted]

There were several issues with this customer.First *** is not the customer ASA Football does not do business with individuals ASA Football is in the wholesale business of selling to non-profit organizations The organization we are doing business with is *** *** *** ***(***). Regarding the HelmetsWe shipped what helmets we had in inventory The rest we drop shipped from the manufacture to the customer This information was given to the person placing the order We cannot control what a customer hears ASA has no control over the manufacturing of helmets Helmets are made to order in July and August Although *** will tell everyone that they will ship helmets within a week of order We here at ASA know that is not a reality in July and August, we inform our customers of this information All we here at ASA can do is to place the order and wait for them to deliver ASA is one of ***'s largest dealers and our orders take priority at *** As *** found out on numerous occasions while she tried calling *** herself *** would get dates when the helmets would be done and ready to ship The date would come and go and the helmets would not ship Something that ASA is well aware of, and why we do not waste time calling *** even called ASA back and asked us to give her a better date. It is a tough thing for these non-profit groups to understand, that ordering in July is late.That they are at the mercy of what is left in the marketplace.I do apologize that my salesperson used inappropriate language, that is un-called for.I do not apologize for cutting her off from contacting ***.That was crossing the line which I have zero tolerance. Jerseys, I feel that my sales rep did not properly inform *** of the proper timing of these special made to order jerseys Early on in this process *** was informed of the actual date of arrival. *** pricing issue *** was referring to a sale which was sent out in April of with an expiration date of May 31stth *** placed their order in July, long after the sale endedASA failed to inform *** that the prices had gone up. Taking into consideration the numerous miss-understandings on both sides I decided to honor the prices which *** is referring too The credits were applied on September 15th *** paid off their remaining balance on September 17th and ASA shipped their goods. Sincerely,Richard R***PresidentASA Football

This letter is in response to complaint #***Let me begin by stating that while there is some validity to the claim as filed, at no time did anyone from the *** *** reach out to anyone at ASA Football other than their sales representative to let us know about the problems they were
experiencingOur customer service manager’s number is listed on the very first page of our catalog and highlighted in redThis customers complaints center around order(s) for customized youth football uniformsThey ordered, and were delivered, customized youth football uniformsThere are two main complaints that we can decipher from the customer’s statement that I will address1. The customer was promised that the jerseys they ordered would be delivered to them by their first football game (although they do not state anywhere in the document when that first game took place)2. The wrong amounts and kinds of pants were sent to the organizationI believe the complaint that is the most egregious is that the team did not have their custom jerseys delivered to them to have for their first gameLooking at their *** page (https://www.***.com/***/) under the album “*** *** *” the players can clearly be seen wearing the jerseys we sent them.And here they are clearly wearing the uniforms for “Game 2” I have no idea how this complaint came to beAs for the issue of the pants…The $package deal the customer refers to includes the jerseys they ordered, stock ASA game pants, socks, and mouthguards The customer ordered of the package. Instead of wanting pants the customer wished to swap out pants for shorts. Unfortunately, the sales representative did not initially swap out the pants for shortsASA sent pants and no shorts. To rectify this mistake, on 8/23/16, we sent the organization the pairs of shorts they requestedAnd we sent them at NO CHARGE as a gesture of customer service (You will see on the attached customer statement a credit for the $shorts order, you will also find attached an invoice for the shorts which we had shipped directly to the customer from *** *** on 8/23) In the busiest time of our season (mid-August) our sales representative forgot to swap out the shorts for the pants (which he may be forgiven for doing as the shorts are not part of the $deal the customer intended to buy). There may also be some truth to the customer’s assertion that they “did not get enough playing pants”But they also only paid for which was what was shipped. Since they had requested to swap out youth extra small pants (for shorts) but received them anyway in an order with pants (order # *** attached) it is possible that some of the pants did not fit (as is always the case) and they would need some different sizesWhile I acknowledge that mistakes were possibly made we did, and are willing to continue to do, what we feel is in the customer’s best interestA “call tag” (to pick up the mis-shipped pants) was set up with *** so we could get the pants back and give the customer a refund for themThis will pay for the replacement pants they had to go out and buyAs far as a sample not being returned, it is true that we sent a sample of a pant and a jersey to the customer on 3/9/(see statement)Per our policy, that sample was to be returned in seven daysSo in August, when the final orders were to be shipped we either needed the sample to be returned or paid forHowever, at no time did we ask for $You will see the final payment for $on 8/24/brings the account to “paid in full” statusWhen ASA gets the return, we will process and issue a refund on the accounts credit cardThank you

I will have a *** call tag issued to have the dummies picked up

I see that this has been closed.I am not certain if this is relevant or not. We and the Reconditioner reached out numerous times, both email and phone calls, asking for which parts that he needs.He never responded.It baffles me that he can claim that he is not satisfied when he actually did not do anything to help remedy his situation. Thanks for your time. Sincerely,Richard R***President & CEOASA Football

There are several separate issues going on here and I will address each one separately.First [redacted](ACPR) did purchase 2 dummies as listed on page 79 of our 2015 catalog.  What [redacted] failed to point out is that also listed on page 79 is the following statement "All...

Dummies are STOCK in BLACK Only! colors available: ask your rep for details" (see attached picture of page 79 of catalog)Second, the dummies are manufactured by [redacted], and [redacted] puts our ASA logo on OUR IN STCOCK  dummies.  [redacted] has been doing that for ASA for over 20 years.  Please see Page 3(attached file) of our terms, we have clearly outlined the difference between stock and custom items.Please see customers PO(attached file) where they are asking for a [redacted] dummy. size, weight and price.  All of this information clearly matches up with ASA item on page 79 of catalog(attached).All of this information is STOCK which is clearly defined on page 79 and that all STOCK dummies are BLACK.Third, "They do not match our existing dummies"  This information was never relayed to ASA's sales rep.(see attached copy of ACPR PO) no where on it does it specify a color)ACPR needs to understand that if they want something specific on the dummies that would be considered custom. Custom orders have different pricing, which is not listed in the catalog.Custom orders generally take 6-8 weeks once the art work is approved.Fourth, if ACPR wants to exchange the dummies for a different color he
is more than welcome to do so.  As stated in the policy section of our
catalog.  ACPR is responsible for the freight back to ASA, and the
subsequent re-shipment of the other color dummies.Fifth, [redacted] did call and spoke to his sales rep and customer service.   And they both told him that ASA would take the dummies back; all ACPR had to do was return the dummies.  Customer Service also told him that ASA would waive the 10% restocking fee, but that ACPR is responsible for the freight back to ASA.ASA policies are clearly outlined on pages 2 & 3 of our 2015 catalog.  Sixth, I am unclear on how "Their customer services was very unprofessional about the situation."   I would need more details here on "specifically how" my customer service manager was un-professional.Seventh, also outlined on our policy page 2(see attached) is the minimum amount of money to do business with ASA.  This amount is $500.  ASA's sales rep made the first exception for ACPR in accepting this order for $149.98.Lastly, ASA I feel has bent over backwards to try and accommodate this customer in several ways, accepting a small order, no restocking fee, etc.  So for resolution ASA will still accept the return with no restocking fee as long as the dummies are returned to ASA by August 1st.Sincerely,Richard R[redacted]PresidentASA Football

First, this complaint is not with All Sports America.  This complaint is with [redacted]. ALL SPORTS AMERICA brokered a deal between [redacted] and [redacted] to have their football helmets reconditioned. [redacted] sent the helmets into [redacted]....

[redacted] paid [redacted] to have their helmets returned. The [redacted] claims that [redacted] did not return all of the parts. This is the TRICKY part. [redacted] cannot put DEFECTIVE parts back into a helmet which they are certifying to be safe for contact. [redacted] requested that the DEFECTIVE parts be returned.  Therefor [redacted] put ALL of the parts into a bag,a and into a box, and returned them to [redacted].  [redacted] choose not to have defective parts replaced.  This would be an added expense, which the customer chose not to have.  [redacted] did reach out to [redacted] directly on this matter. The issue is that [redacted] claims that defective parts were NOT returned.  [redacted] claims that they did. [redacted] agreed to send brand new parts to [redacted] for half price.  What [redacted] needs to do is to send over a list of which parts are missing to [redacted].  This list needs to include which helmet it is for, since jaw pads and facemasks are specific to the make/model/manufacture of the helmet.  This has not been done yet by the customer. I am also not clear on why [redacted] does not wish to talk to Blaine’s boss, Chris.  No voice mail message was left with Chris for him to return a phone call.I have copied [redacted] with [redacted] on this response.  Mark would be [redacted]'s point of contact when he figures out which specific parts he needs.

There were several issues with this customer.First [redacted] is not the customer.  ASA Football does not do business with individuals.  ASA Football is in the wholesale business of selling to non-profit organizations.  The organization we are doing business with is [redacted]...

[redacted]). Regarding the Helmets. We shipped what helmets we had in inventory.  The rest we drop shipped from the manufacture to the customer.  This information was given to the person placing the order.  We cannot control what a customer hears.  ASA has no control over the manufacturing of helmets.  Helmets are made to order in July and August.  Although [redacted] will tell everyone that they will ship helmets within a week of order.  We here at ASA know that is not a reality in July and August, we inform our customers of this information.  All we here at ASA can do is to place the order and wait for them to deliver.  ASA is one of [redacted]'s largest dealers and our orders take priority at [redacted].  As [redacted] found out on numerous occasions while she tried calling [redacted] herself.  [redacted] would get dates when the helmets would be done and ready to ship.  The date would come and go and the helmets would not ship.  Something that ASA is well aware of, and why we do not waste time calling.  [redacted] even called ASA back and asked us to give her a better date. It is a tough thing for these non-profit groups to understand, that ordering in July is late.That they are at the mercy of what is left in the marketplace.I do apologize that my salesperson used inappropriate language, that is un-called for.I do not apologize for cutting her off from contacting [redacted].That was crossing the line which I have zero tolerance. Jerseys, I feel that my sales rep did not properly inform [redacted] of the proper timing of these special made to order jerseys.  Early on in this process [redacted] was informed of the actual date of arrival. [redacted] pricing issue.  [redacted] was referring to a sale which was sent out in April of 2015 with an expiration date of May 31stth.  [redacted] placed their order in July, long after the sale ended. ASA failed to inform [redacted] that the prices had gone up. Taking into consideration the numerous miss-understandings on both sides.  I decided to honor the prices which [redacted] is referring too.  The credits were applied on September 15th.  [redacted] paid off their remaining balance on September 17th and ASA shipped their goods. Sincerely,Richard R[redacted]PresidentASA Football

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 as long as there is no expense to us. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Their poor customer service continues as they continue to blame the customer.  I don't recall issuing a complaint about the color of the dummies yet that is all they talked about in their response.  Attached is a picture of the dummies we received.  Please compare them to the dummy pictured in the catalog that corresponds with the one we ordered.  It does not match the picture.  The logo is the issue and no where that I can find does it state that the logo represented in the picture will not be on the dummy.  The only acceptable resolution is the one stated in my initial complaint.Also, at no time did they state they were making a special accommodation to accept our order.  If they did not want to take it, they shouldn't have.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The issue is the un-helpfulness of the company we contacted for the helmets.  We were told by Blaine that he was not happy with the company they helmets went to either and that he had other issues and offered to help us the first day this happen..   At no time when we first agreed to the deal where we given any other contact info to who to talk to at [redacted] and I we knew was Blaine.   On the night in question when parts where not returned we spoke and he said he was not shocked and said he would be available the next day to help me.  He asked me to inventory all the helmets and call him as he was on the way to his daughters game and could not talk.   The next day when I called I was given the run around 4 times.   In none of the conversation was it indicated that Chris was the boss.   I was told Chris was Customer service and I needed to leave him a message which I did leave a message.   I did finally speak to [redacted] who told us to go threw Blaine to get the parts as it would be a better deal.   I tried on several occasions to reach him and I got voicemail and I left many messages.   I also sent many emails with no response however I did receive answers from [redacted] saying they would help but needed to hear from Blaine.   As I continued to call I did speak to an agent who told me I would need to speak to Blaine.  I asked for Blaines boss and when asked why I was again transferred to Blaines voicemail.  After filling my complaint with the Revdex.com I finally heard from Blaine the next day with not an apology but reason as to it is there busy time and that he is overwhelmed.  He hoped I could be responsible and that he could help.  He explained there was nothing he could do on the Rydells and that I need to go and figure out what types of [redacted] they are.  I have been out of town the last week ab unable to look at the helmets to figure out the brands.   When I looked today there is nothing indicating what they are that I can see.   I have emailed Blaine and [redacted] to see if they are willing to help.   My complaint with your company is the very poor customer service that was offered.   As I said when I first called it seemed as Blaine would help and be there for all of this was our first time, however once mistake showed up he could not be bothered.  
Regards,
[redacted]