Upper 90 Soccer+Sport

Hello [redacted] , This order was placed for an item that was back ordered from the manufacturerIt was clearly noted on the site at the time of the order but the item did not come back in to stock from Adidas as expectedConcetta from our customer service department spoke to the customer and resolved this with a refund on December [redacted] and followed up with the customer again on January [redacted] when the item became available - we shipped the item at no cost to the customer as further resolution to this issue, despite them already having been refunded for the itemPlease let me know if you need any further information on this issuethanks, Zac R [redacted] Upper Soccer

Hello [redacted], This order was placed for an item that was back ordered from the manufacturer. It was clearly noted on the site at the time of the order but the item did not come back in to stock from Adidas as expected. Concetta from our customer service department spoke to the customer and resolved...

this with a refund on December [redacted] and followed up with the customer again on January [redacted] when the item became available - we shipped the item at no cost to the customer as further resolution to this issue, despite them already having been refunded for the item. Please let me know if you need any further information on this issue. thanks, Zac R[redacted] Upper 90 Soccer

Review: I placed an order for my daughters soccer uniform, as did the other members of her team. It was placed on 8/**. The website stated that the deadline for Labor Day weekend receipt of the order was 8/**. It also stated that it "may take up to 14 business days for orders requiring personalization " which would have been 9/*. They assured me by email that I would receive the uniform before the first game (9/**). I have left many voicemails and emails which went unanswered. I finally spoke to a person on the phone today, who left me on hold for 20 minutes until I was disconnected . When you call ,the automated system tells you to hold for the next representative, then after about 10 minutes it tells you to leave a message which is not responded to.Desired Settlement: Deliver my order and respond to my attempt to contact them

Review: I ordered a sweatshirt for my son with his team information on it and with his initials embroidered on it. I placed this order in the end of January. On January **, I picked up part of the order. I was told that the rest of the order would be available in about a week and would be dropped off at the [redacted] store for my pick up. Since that time I have stopped by the store approximately 5 times (the [redacted] store) and have called at least twice that many times. I have left several message with a woman named [redacted], who I have been told is in charge of these matters. I have not received any return phone calls nor have I received what I ordered. My credit card was charged for this in the end of January. I cannot purchase this product anywhere else since my son's soccer team contracts with upper 90 to provide these products. I am hoping to purchase a backpack for him that is also embroidered with his initials but I'm afraid that I will never see this item. Needless to say, I'm extremely frustrated with this business. I understand that they are not interested in providing even reasonable customer service. I do, however, expect them to provide the service they contracted for and for which I paid. Thank you.Desired Settlement: At the very least, I expect to receive what I ordered. An apology would be welcome. At this point, if I ran this business, I would offer a massive discount or even provide the sweatshirt without any fee. I spent this weekend at a very large soccer tournament in Philadelphia. In speaking to other parents, I understand that this is not an unusual problem for Upper 90. I am strongly recommending that our club use a different service. This is sad for me because I like the idea of supporting local businesses.

Business

Response:

Dear [redacted],

We recently received a complaint of yours from the Revdex.com about a missing item from your order # [redacted]. We truly regret that your order has not been completed as desired and we apologize for the inconvenience that this has caused you and your son. We are expediting a new hoodie to be embroidered and customized with [redacted] and shipped to your home address. If you could please provide me with the correct mailing address we will get this taken care of right away. We will also refund the $23 for the item as it has been so late to be delivered.

In the future, we do have a Customer Support service email that we respond to within 24 hours - [redacted].

Your complaint to the Revdex.com is the first complaint we have ever received and we take this very seriously as it can affect our business. If there is anything further we can do to satisfy your needs as a valued customer, please don’t hesitate to contact us directly.

Sincerely,

Upper 90 Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I particularly appreciated the promptness with which the business addressed and resolved my complaint.

Sincerely,