Our Distribution Center was closed starting at 12pm (EST) on 1/23/for our annual physical inventory We requested on 1/29/(the same day the customer called) to upgrade the shipping to Next Day Air but the order had already shippedThe customer care department attempted to contact the customer but was unsuccessful The tracking information states the package was processed on 1/31/Another call was placed to the customer to confirm receiptThere was no answer nor voice mail An email was sent with updates and a request to give us a call at his earliest convenience We sincerely apologize for any inconvenience this has caused the customer Sincerely, [redacted] ***, Manager Customer Care HatWorld/Lids
Dear Revdex.com, We researched this customer's order processIt appears that item was lost in transit The customer contacted our customer care department (on 11/25) advising the package was not delivered to the storeThe order was noted to be refunded however, a replacement order was createdThe customer was not charged twice A refund has been processed We do apologize for any inconvenience this may have caused the customer Sincerely, Royce L [redacted] Lids Customer Care Manager
Dear [redacted] ***,Our Customer Care department was closed for several days due to inclement weatherThis impacted the call volume and delayed responses to our customers.We were able to cancel the order and the customer has been refunded.We apologize for any inconvenience this may have caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
After researching the customer's order # [redacted] , we found that the customer was fully refunded on January 6, Unfortunately, this item (sku: 20500814) is not in our inventory at this time and we will be unable to send the customer a replacementWe do apologize for any inconvenience we may have caused this customer.Sincerely, Lids Customer Care
Dear Revdex.com;There was a discrepancy in inventory which resulted with the incorrect hat being shippedUnfortunately, we do not have the hat the customer originally ordered.The customer was updated with the results and a refund was issued.We apologize for any inconvenience this caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards, [redacted] ***
Dear [redacted] ***, The customer was refunded in full ($68.86) on 3/6/ A voice message was left for the customer advising him of the updates with our sincerest apologies for the delay We apologize for the inconvenience this may have caused the customer Sincerely, [redacted] Customer Care Manager LIDS Sports Group Woodland Drive Indianapolis, IN
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10780000, and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.It was nice that out of items finally shipped after enough complaints and days, but your website claims that your inventory is updated automatically so why was my 4th out of stock when your website says it was there in my size Also your company hours is 24/but I've called about the issue numerous times and hours and have sat on hold for hours Promised that my place in line was held and somebody would call back So if they call back the next day, does that mean if I would have sat on hold all night to get somebody? I also find it weird that a company's supervisor can't directly get a hold of somebody in the shipping warehouse I have to wait days for an email response that never comes Long story short, everything with customer service that was promised was never fulfilled When I chatted with somebody because that was the quickest way to talk to someone, I chose to have our conversation kept for my records but those never came either I think for all my trouble I should finally get my 4th item at percent off like the others along with free overnight shipping for having to wait Regards, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] I was not compensated for all disrupted orders, and communication about order details is below par
After reviewing this order, we discovered that the item was returned to our warehouse Customer was refunded for this item and new order was placed on the customer's behalf Order [redacted] was placed with expedited shipping and was delivered to customer November 5, Thank you, Lids Customer Care
Dear [redacted] ***,We experienced system issues which resulted in a shipping delayOur shipping attempted to deliver package on 12/20/Unfortunately, the customer was not available to accept packageSecond attempt was made on 12/22/and showed delivered.The customer has been fully refunded.We apologized for any inconvenience this may have caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
I apologize for the delay in response to this inquiryLids Team Sports has been conducting our physical inventory from 1/29-2/and our systems were temporality shut down during that processIn order to accurately research this inquiry, our systems needed to be back up and runningWe shows this order was placed on 11/and injected into our production management system on 11/This order was charged $ We show our first contact from the customer via phone was made on 11/21/The customer asked to return the backWe issued a sales return confirmation and a prepaid return label to get the bag back to us In the email sent to the customer with these documents it is stated, as well as stated in our return policy, that once the original items have been received back and processed we will refund the card used for the orderThey buyer is responsible for all return freight costShipping charges are non-refundableShipping will only be refunded in instances where the return is a result of our error (see our full Return Policy on your Order Confirmation or go to www.lidsteamsports.com) The return reason was that the bag she ordered and received was larger than what she expectedOn 12/we received a follow up inquiryBased on tracking we showed that the product had arrived back to our facility but had yet to be processedWe asked our accounting team to process a refund as soon as the return has been processed by our returns departmentThe refund request was for the amount of $In speaking with the associates mentioned in the claim as phone conversations between the 12/date and the time of the refund 1/14, they do not deny speaking with the customer but do not recall the details of the conversationPer the claim the customer suggests that we explained that shipping charges do not get refunded but for the inconvenience we would do so Sales return number [redacted] was processed and posted on 1/13/The refund from this was processed on 1/14/for the amount of $Our order system automatically figures tax to refundSince the order was placed in and then returned in 2015, there may have been a different tax level instated To resolve this matter I have refunded the customer’s credit card an additional $for a total refund of $This was processed today 2/10/
From: R***, Terea Sent: Wednesday, October 12, 9:AM To: infoSubject: Re: complaint # [redacted] Dear Revdex.com of Central Indiana, Customer J [redacted] ordered a Chicago Cubs MLB Sachem “Franchise Cap, in a size small on 09/28/at 6:42pmAfter order was placed, the customer called the call center on 9/28/at approximately 8:55pm and then asked if he could change the size on this cap to a size mediumThe call center representative stated in the notes that “ the item order was in processing status and we could not make changes or cancel his order”The customer then, had gotten upset and stated that he would report our company We reached out to the customer via phone and offered my sincerest apologiesSince then the customer was sent a return label to send back unwanted item, issued a refunded for $31.58, the amount of the cap and a replacement cap in a size medium was sent to his addressThank you Sincerely, Lids Sports Group Customer Care www.lids.com
Dear [redacted] ***,We contacted the customer via phone on 3/and left a voice messageThe email bounced back undeliverable.A refund check has been submitted requesting that it be expedited.We apologize for any inconvenience this may have caused the customer[redacted] ***Customer Care ManagerLIDS Sports Group
Dear [redacted] ***,There was a ??discrepancy in inventory which resulted with the item not shipping The customer's entire shipping cost has been refunded for the inconvenience this may have caused.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Dear [redacted] ***,There was a discrepancy in inventory which resulted with last item being defectiveDue to a system glitch, the Distribution Team was unaware that the order was still pending.The order has now been canceled and the customer was not charged.We apologize for any inconvenience this has caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
Dear Revdex.com,Our records indicate the order has shippedThere were a total of three seperate tracking numbersOne out of the four hats ordered was unavailable and the customer was not chargedThe customer has been refunded in the amount of $(for the three hats delivered).We truly apologize for any inconvenience this may have caused the customer.Sincerely,Royce ***Customer Care ManagerLIDS Sports Group
I went into Lids located in the Pearland Town Center in Pearland, Texas to shop for a hatMy friend and I walked in and observed the manager assisting a customerWe browsed around at some hats until I noticed one that I really likedI removed the hat from the shelf and waited patiently for assistance while the manager continued assisting the previous customerAt no time, did the manager acknowledge or offer any assistance to us while in storeWhile waiting, another customer walks in and the manager immediately acknowledges her and offers to assist in a few minutesI was completely and utterly disappointed and embarrassedMy friend recommended that we leave, so I returned the hat to the shelf and we left storeThe manager did not say one word to us the whole timeCustomer service is very important to me when it comes to me spending moneyDue to this experience, I will never shop at Hat World or Lids againAdditionally, I will not refer any friends or family to do so either
Our Distribution Center was closed starting at 12pm (EST) on 1/23/for our annual physical inventory We requested on 1/29/(the same day the customer called) to upgrade the shipping to Next Day Air but the order had already shippedThe customer care department attempted to contact the customer but was unsuccessful The tracking information states the package was processed on 1/31/Another call was placed to the customer to confirm receiptThere was no answer nor voice mail An email was sent with updates and a request to give us a call at his earliest convenience We sincerely apologize for any inconvenience this has caused the customer Sincerely, [redacted] ***, Manager Customer Care HatWorld/Lids
Dear Revdex.com, We researched this customer's order processIt appears that item was lost in transit The customer contacted our customer care department (on 11/25) advising the package was not delivered to the storeThe order was noted to be refunded however, a replacement order was createdThe customer was not charged twice A refund has been processed We do apologize for any inconvenience this may have caused the customer Sincerely, Royce L [redacted] Lids Customer Care Manager
Dear [redacted] ***,Our Customer Care department was closed for several days due to inclement weatherThis impacted the call volume and delayed responses to our customers.We were able to cancel the order and the customer has been refunded.We apologize for any inconvenience this may have caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
After researching the customer's order # [redacted] , we found that the customer was fully refunded on January 6, Unfortunately, this item (sku: 20500814) is not in our inventory at this time and we will be unable to send the customer a replacementWe do apologize for any inconvenience we may have caused this customer.Sincerely, Lids Customer Care
Dear Revdex.com;There was a discrepancy in inventory which resulted with the incorrect hat being shippedUnfortunately, we do not have the hat the customer originally ordered.The customer was updated with the results and a refund was issued.We apologize for any inconvenience this caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards, [redacted] ***
Dear [redacted] ***, The customer was refunded in full ($68.86) on 3/6/ A voice message was left for the customer advising him of the updates with our sincerest apologies for the delay We apologize for the inconvenience this may have caused the customer Sincerely, [redacted] Customer Care Manager LIDS Sports Group Woodland Drive Indianapolis, IN
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10780000, and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.It was nice that out of items finally shipped after enough complaints and days, but your website claims that your inventory is updated automatically so why was my 4th out of stock when your website says it was there in my size Also your company hours is 24/but I've called about the issue numerous times and hours and have sat on hold for hours Promised that my place in line was held and somebody would call back So if they call back the next day, does that mean if I would have sat on hold all night to get somebody? I also find it weird that a company's supervisor can't directly get a hold of somebody in the shipping warehouse I have to wait days for an email response that never comes Long story short, everything with customer service that was promised was never fulfilled When I chatted with somebody because that was the quickest way to talk to someone, I chose to have our conversation kept for my records but those never came either I think for all my trouble I should finally get my 4th item at percent off like the others along with free overnight shipping for having to wait Regards, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] I was not compensated for all disrupted orders, and communication about order details is below par
After reviewing this order, we discovered that the item was returned to our warehouse Customer was refunded for this item and new order was placed on the customer's behalf Order [redacted] was placed with expedited shipping and was delivered to customer November 5, Thank you, Lids Customer Care
Dear [redacted] ***,We experienced system issues which resulted in a shipping delayOur shipping attempted to deliver package on 12/20/Unfortunately, the customer was not available to accept packageSecond attempt was made on 12/22/and showed delivered.The customer has been fully refunded.We apologized for any inconvenience this may have caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
I apologize for the delay in response to this inquiryLids Team Sports has been conducting our physical inventory from 1/29-2/and our systems were temporality shut down during that processIn order to accurately research this inquiry, our systems needed to be back up and runningWe shows this order was placed on 11/and injected into our production management system on 11/This order was charged $ We show our first contact from the customer via phone was made on 11/21/The customer asked to return the backWe issued a sales return confirmation and a prepaid return label to get the bag back to us In the email sent to the customer with these documents it is stated, as well as stated in our return policy, that once the original items have been received back and processed we will refund the card used for the orderThey buyer is responsible for all return freight costShipping charges are non-refundableShipping will only be refunded in instances where the return is a result of our error (see our full Return Policy on your Order Confirmation or go to www.lidsteamsports.com) The return reason was that the bag she ordered and received was larger than what she expectedOn 12/we received a follow up inquiryBased on tracking we showed that the product had arrived back to our facility but had yet to be processedWe asked our accounting team to process a refund as soon as the return has been processed by our returns departmentThe refund request was for the amount of $In speaking with the associates mentioned in the claim as phone conversations between the 12/date and the time of the refund 1/14, they do not deny speaking with the customer but do not recall the details of the conversationPer the claim the customer suggests that we explained that shipping charges do not get refunded but for the inconvenience we would do so Sales return number [redacted] was processed and posted on 1/13/The refund from this was processed on 1/14/for the amount of $Our order system automatically figures tax to refundSince the order was placed in and then returned in 2015, there may have been a different tax level instated To resolve this matter I have refunded the customer’s credit card an additional $for a total refund of $This was processed today 2/10/
From: R***, Terea Sent: Wednesday, October 12, 9:AM To: infoSubject: Re: complaint # [redacted] Dear Revdex.com of Central Indiana, Customer J [redacted] ordered a Chicago Cubs MLB Sachem “Franchise Cap, in a size small on 09/28/at 6:42pmAfter order was placed, the customer called the call center on 9/28/at approximately 8:55pm and then asked if he could change the size on this cap to a size mediumThe call center representative stated in the notes that “ the item order was in processing status and we could not make changes or cancel his order”The customer then, had gotten upset and stated that he would report our company We reached out to the customer via phone and offered my sincerest apologiesSince then the customer was sent a return label to send back unwanted item, issued a refunded for $31.58, the amount of the cap and a replacement cap in a size medium was sent to his addressThank you Sincerely, Lids Sports Group Customer Care www.lids.com
Dear [redacted] ***,We contacted the customer via phone on 3/and left a voice messageThe email bounced back undeliverable.A refund check has been submitted requesting that it be expedited.We apologize for any inconvenience this may have caused the customer[redacted] ***Customer Care ManagerLIDS Sports Group
Dear [redacted] ***,There was a ??discrepancy in inventory which resulted with the item not shipping The customer's entire shipping cost has been refunded for the inconvenience this may have caused.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Dear [redacted] ***,There was a discrepancy in inventory which resulted with last item being defectiveDue to a system glitch, the Distribution Team was unaware that the order was still pending.The order has now been canceled and the customer was not charged.We apologize for any inconvenience this has caused the customer.Sincerely, [redacted] ***Customer Care ManagerLIDS Sports Group
Dear Revdex.com,Our records indicate the order has shippedThere were a total of three seperate tracking numbersOne out of the four hats ordered was unavailable and the customer was not chargedThe customer has been refunded in the amount of $(for the three hats delivered).We truly apologize for any inconvenience this may have caused the customer.Sincerely,Royce ***Customer Care ManagerLIDS Sports Group
I went into Lids located in the Pearland Town Center in Pearland, Texas to shop for a hatMy friend and I walked in and observed the manager assisting a customerWe browsed around at some hats until I noticed one that I really likedI removed the hat from the shelf and waited patiently for assistance while the manager continued assisting the previous customerAt no time, did the manager acknowledge or offer any assistance to us while in storeWhile waiting, another customer walks in and the manager immediately acknowledges her and offers to assist in a few minutesI was completely and utterly disappointed and embarrassedMy friend recommended that we leave, so I returned the hat to the shelf and we left storeThe manager did not say one word to us the whole timeCustomer service is very important to me when it comes to me spending moneyDue to this experience, I will never shop at Hat World or Lids againAdditionally, I will not refer any friends or family to do so either