Sports Unlimited

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 Jason,I got you message and the work is doneI take the product defect complaint back because it is user manual issue of [redacted] not yoursSorry for the late response and thanks for supporting me, Thanks,***

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

Good Afternoon This response below was submitted on the 29th under our customer service email addressPlease let us know if this this was sufficient or if anything else is neededHello [redacted] It is unfortunate that a resolution could not be made that was acceptable to you after we spoke on the phone originallyWe understand your frustration, however, when you placed your order this item was not a guaranteed item for ChristmasAs you know your order was placed after hours at 7pm eastern time on the 17th a ThursdayAs indicated on our website this item takes business days before it leaves the warehouseWe state this on the site and our shipping calculator reflects this as wellThose two days are needed because we have to schedule a freight company to come and pick up your shipmentI am not sure if you felt the weekend are considered business daysBut when you order was placed we sent a confirmation email indicating your order would be shipping out on the 21stWhich is the next business dayYou paid for 3-business day shipping on the orderWith this method the latest this order would arrive is the 29thWe wanted to make sure there was no issues in transitWe had your order tasked and received confirmation that it arrived on the 28th which is within that 3-day time frameEven 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 neededChristmas is an important holiday and our ultimate goal is to try to help all our customers if possibleSpeaking 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 youThe price was over $from them, which we thought was high, but that is what they charge for the serviceWe offered to cover some of that price to help as a courtesyHowever, you wanted to us to cover everything which we could not do for a mistake which was not madeWe are deeply sorry that you could not get this item before ChristmasBut hope your kids can still use this productSubmitted: 12/29/

Hello [redacted] We apologize that you had this experienceWe strive for customer satisfaction and to do what's humanly possible to get orders correctWe try to get orders shipped out right away and our suppliers do as wellYour first email to us over the weekend was to make sure the diploma size was correct; since you did not enter a size originallyWe contacted our supplier to have this updated for youYou then later contacted us to get the order cancelledWe reached out to them to do thisHowever, this is a made to order item and they started production of the frame by that timeOnce its gets to a certain point the order can not be stoppedThis is also mentioned on our site that we can not guarantee cancellationsHowever, we would have loved to have this cancelled and avoided this situationYou mentioned that we gave you the run around and that we get paid regardlessBut this is not the caseYou were not charged to have this shipped to you, we have to pay [redacted] regardlessThe restock fee comes directly from the manufacturer so we have to pay them to accept the returnWe offered to cover some of this restock to help outWhen you last spoke to us you agreed that this would be alrightI hope this is still the caseOnce the item is returned we can have you refunded in full minus the partial restock fee