Sports Unlimited, Inc.

[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: ***
I am rejecting this response because:This is truly a bate and switch. If I go to a store and a Item is misprinted they must give that item to me for that price. There all kinds of deal on the Internet that are legit, now how is the consumer supposed to know that this was advertisement. Their explanation is a cope out. I have attache the Screenshot of what was on the Internet, please tell me how I'm supposed to know this is not legit
Regards,
*** ***

We are very sorry for this misunderstanding This was a 3rd party advertising our products on their website that confused the customer We have contacted the advertiser but sometimes we have limited control over their ads It is however very clear on the product page on our website
which the customer had to visit to purchase that this was only ball This is also a very common item with a pretty standard price The price that the customer was expecting for baseballs was unreasonable and well below even the best price for this item We feel strongly that our website is very clear that this is for ball, not twelve and the price reflects that We are sorry for any initial ad that was displayed by a 3rd party that brought the customer to our website This wasn't done intentionally as we have limited control over some of these ads

Good Afternoon We will be helping out the customer with the shipping refund she is requesting. We will be in contact with her, in regards to how she would like the refund to be issued.

Good Afternoon

face="Helvetica Neue, Helvetica, Arial, sans-serif"> This response below was submitted on the 29th under our customer service email address. Please let us know if this this was sufficient or if anything else is needed. 
Hello [redacted] It is unfortunate that a resolution could not be made that was acceptable to you after we spoke on the phone originally. We understand your frustration, however, when you placed your order this item was not a guaranteed item for Christmas. As you know your order was placed after hours at 7pm eastern time on the 17th a Thursday. As indicated on our website this item takes 2 business days before it leaves the warehouse. We state this on the site and our shipping calculator reflects this as well. Those two days are needed because we have to schedule a freight company to come and pick up your shipment. I am not sure if you felt the weekend are considered business days. But when you order was placed we sent a confirmation email indicating your order would be shipping out on the 21st. Which is the next business day. You paid for 3-5 business day shipping on the order. With this method the latest this order would arrive is the 29th. We wanted to make sure there was no issues in transit. We had your order tasked and received confirmation that it arrived on the 28th which is within that 3-5 day time frame. Even though the order was not placed in time for a guaranteed delivery we spent many hours on the phone trying to get an option to arrive in the time needed. Christmas is an important holiday and our ultimate goal is to try to help all our customers if possible. Speaking to the freight company as a special request they said they could intercept the order and place it on a dedicated separate truck to get to you. The price was over $450 from them, which we thought was high, but that is what they charge for the service. We offered to cover some of that price to help as a courtesy. However, you wanted to us to cover everything which we could not do for a mistake which was not made. We are deeply sorry that you could not get this item before Christmas. But hope your kids can still use this product. Submitted: 12/29/2015

To Whom This May Concern:
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We at Sports Unlimited take our customers privacy and concerns seriously. We understand the frustration that [redacted] felt. He placed an order the night before and asked us to place it on hold. We usually do not do this to actually prevent situations like this. However, he ordered from us in the past and wanted to make sure the item was available for him when he called back. Unfortunately, the hold tab was not selected and the order was accidentally processed. We tried to rectify the situation by going into the warehouse and pulling the package off the truck, refunding him immediately, apologizing, offering a discount on a future order while explaining the ordering process. Once a customer orders from us their credit card information is encrypted and can not be seen. However, if a returning customer would like to place a new order they are able to use their previous card. This is intended to make the customer's ordering process easier and faster. This also allows us to fulfill orders which might be on back order. 
In addition we value and respect all our customers opinions. Once we are aware of any mistakes we take immediate actions to rectify and try vigorously to make the customer happy, as we did in this case.

Good Afternoon This response below was submitted on the 29th under our customer service email address. Please let us know if this this was sufficient or if anything else is needed. Hello [redacted] It is unfortunate that a resolution could not be made that was acceptable to you after we...

spoke on the phone originally. We understand your frustration, however, when you placed your order this item was not a guaranteed item for Christmas. As you know your order was placed after hours at 7pm eastern time on the 17th a Thursday. As indicated on our website this item takes 2 business days before it leaves the warehouse. We state this on the site and our shipping calculator reflects this as well. Those two days are needed because we have to schedule a freight company to come and pick up your shipment. I am not sure if you felt the weekend are considered business days. But when you order was placed we sent a confirmation email indicating your order would be shipping out on the 21st. Which is the next business day. You paid for 3-5 business day shipping on the order. With this method the latest this order would arrive is the 29th. We wanted to make sure there was no issues in transit. We had your order tasked and received confirmation that it arrived on the 28th which is within that 3-5 day time frame. Even though the order was not placed in time for a guaranteed delivery we spent many hours on the phone trying to get an option to arrive in the time needed. Christmas is an important holiday and our ultimate goal is to try to help all our customers if possible. Speaking to the freight company as a special request they said they could intercept the order and place it on a dedicated separate truck to get to you. The price was over $450 from them, which we thought was high, but that is what they charge for the service. We offered to cover some of that price to help as a courtesy. However, you wanted to us to cover everything which we could not do for a mistake which was not made. We are deeply sorry that you could not get this item before Christmas. But hope your kids can still use this product. Submitted: 12/29/2015

Hello [redacted]  We apologize that you had this experience. We strive for customer satisfaction and to do what's humanly possible to get orders correct. We try to get orders shipped out right away and our suppliers do as well. Your first email to us over the weekend was to make sure the...

diploma size was correct; since you did not enter a size originally. We contacted our supplier to have this updated for you. You then later contacted us to get the order cancelled. We reached out to them to do this. However, this is a made to order item and they started production of the frame by that time. Once its gets to a certain point the order can not be stopped. This is also mentioned on our site that we can not guarantee cancellations. However, we would have loved to have this cancelled and avoided this situation. You mentioned that we gave you the run around and that we get paid regardless. But this is not the case. You were not charged to have this shipped to you, we have to pay [redacted] regardless. The restock fee comes directly from the manufacturer so we have to pay them to accept the return. We offered to cover some of this restock to help out. When you last spoke to us you agreed that this would be alright. I hope this is still the case. Once the item is returned we can have you refunded in full minus the partial restock fee.

We simply think the customer was putting their coupon code for their earned points in the wrong field at checkout.  We never heard from this customer before they had this complaint.  We immediately tested their earned coupon code and everything worked fine.  We attempted to contact...

the customer and did not get a response.

We apologize for the lack of full communication here.  We were dealing with lack of communication on our end as well from the supplier of this product.  We do realize this our responsibility as we sold the product and we apologize to the customer for their frustration.  We have...

refunded the customer in full.

We have been in contact with the customer and have resolved his issue to his satisfaction.  He thought that he was missing parts but that was not the case.  The customer emailed this to us today:
12.7272720336914px; background-color: rgb(255, 255, 255);">Jason,I got you message and the work is done. I take the product defect complaint back because it is user manual issue of [redacted] not yours.
Sorry for the late response and thanks for supporting me,
Thanks,[redacted]

Review: I ordered a basketball hoop ([redacted] 60" Acrylic Portable Basketball Hoop) through www.sportsunlimitedinc.com on Aug 18, 2014 and their website says shipping in 3-5 business days. Got order confirmed by email said expected ship date is Aug 19. But nothing happened after that, I called them and asked my order status on Aug 27 so I was told on the phone they will contact the manufactory and will give me a call back once they figured this out. But no call back at all.

I called again on Aug 28, the service lady said she saw my order just shipped out today ( Aug 28). Obviously they missed this order, they shipped until got my phone call remember there is no promised callback.

Delivery company contacted me on Aug 29 but they can only deliver it after labor day so Sep 2nd. I got it on Sep 2nd so two weeks already. I spent several hours assembling it yesterday (Sep 3) but found there is missing some parts ( 1 x foam pad and 4 x steel spacer). Called Sports unlimited again right away, they said they will contact the manufactory and let their supervisor know the late delivery and missing parts, again they will call me back. Today, Sep 4, no call back as expected. I called them at 2pm and they put me on hold for 5 minutes said their supervisor is not available. They will take care of the missing parts and will give me a call back in 2 hours. I am still waiting to see whether they will call me or not.

So I have to leave the basketball hoop like a piece of junk in my front yard for several days, maybe get the parts next week(?), so totally 3 weeks or maybe more to have the basketball hoop I ordered. Their service has been irresponsible. I am saying two complaints here, (1) slow delivery until called and (2) defective product.

P.S. There are cases online re the missing foam pad and spacers which can cause the glass backboard shattered and it is very dangerous. So I must have both parts before I can set it up.

Business

Response:

We have been in contact with the customer and have resolved his issue to his satisfaction. He thought that he was missing parts but that was not the case. The customer emailed this to us today:

Review: On August 2nd I placed an order to Sports Unlimited Inc for a total of $103.80. Which has been deducted from my credit card balance. This order included 1 Field Hockey Stick, 1 Field Hockey Goggles, 1 Field Hockey Ball, 2 Mouth Guards, Pair of Cleats, and Pair of Shin Guard Socks. That it should come in 7-10 business days. Everything in my order except the stick was shipped out on August 5th. The 6 items shipped are expected to arrive tomorrow. It said that expected ship date for the stick was to be on August 16th. So I emailed them and asked why the stick was going to take longer then the rest of the stuff. I got a email saying that the stick was out of stock and discontinued. However there was a certain model of one stick and another model in three colors available, at no extra cost as the one I originally ordered. I asked when the stick could be sent out. I received a response today that they can send it out today, but are unable to process my credit card for the stick. My account has already been deducted a $103.80 for all the equipment and everything, including the cost of a stick. Why would you recharge me for a stick I was already charged for. I have all the emails between us.Desired Settlement: Should not have to pay additional money. I just want the stick and everything that I have ordered for my daughter to play Field Hockey. She starts school at the end of the month and need the gear before then. I thought this was a good company and had some great deals, but now I am really frustrated with this company. My 11 yr old daughter is real upset, don't know if going to get the stuff in time or at all.

Business

Response:

To Whom It May Concern,

Review: I have previously place orders wit Sports Unlimited. Without my permission they kept my credit card information on file. I called to inquire about purchasing a football helmet and face mask. I was told that my order would be put on hold and they would call me the following day to determine if I wanted to complete the purchase. That phone call never came. I started receiving emails that I had made multiple purchases from Sports Unlimited and my credit card had been charged. I contacted them and spoke to a woman named Iris. She admitted that the item had been charged without my authorization and proceeded to stop the purchase. She came back and told me that because the had done what they had done they would like to offer me 15% off a future purchase. I told her that was not to my satisfaction and she asked me what would make me happy. I told her as I all ready had 15% off the purchase was she offering me an additional 15% and she said no she couldn't do that, so in reality she was offering me nothing. She then transferred me to her manager, Jason I believe, who admitted once again that they did not have authorization to charge my card and that he would not do anything further for me except to remove the credit card information, which I never authorized them to keep, from their files. I asked to speak to someone in the executive office and they he told me that he was second in command to the owner. He offered me some gloves on top of my purchase and I told him that I did not need gloves but instead would prefer the facemask I ordered with the helmet free or the original 30% (15% plus the additional 15% I was offered. Good football gloves are $60 to $70 dollars and the facemask was $59. At the end of the day all I got was a run around and a bunch of excuses for why they had my information stored and why they processed orders that I did not place. I am very unhappy.Desired Settlement: I think that two things need to happen here. Firstly, no customer information should be stored without the consent of the consumer. I was shocked that my American Express card with no limit was sitting in someone's data base where anyone could have potentially accessed it. Secondly, to offer a resolution that I find acceptable for making such an egregious mistake. They seem to think it was a small issue, to me it was a huge breech of my credit card information and that I was exploited my having purchases made and charged to my credit card without my knowledge or consent.

Business

Response:

To Whom This May Concern:

Review: When I ordered a football helmet from sportsunlimited incI had chosen the USPS international priority mailNowhere did this option say that it did not inclue duties and taxesTo my suprise when I received my product I had to pay duties and taxesThere was a dollar difference between the shipping option I chose and the next level of shippingIf I would have known which one didn't and did cover duties and taxes I would have chosen the $difference one instead of payin $for duties and taxes.Desired Settlement: I would like the duties and taxes refunded to me
Business
Response:
[redacted],

Review: The company offers discounts when you spend so much money. I have met that requirement but the company will not except my discount code that provided to me for a discount. At this time I have lost that amount of the discount from this company I have to keep buying equipment to maybe get a discount in the future.Desired Settlement: I want my points readjusted, and I want to be able to use them and not lied too with false advertisement saying I can use them.

Business

Response:

We simply think the customer was putting their coupon code for their earned points in the wrong field at checkout. We never heard from this customer before they had this complaint. We immediately tested their earned coupon code and everything worked fine. We attempted to contact the customer and did not get a response.