Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about February/March 2023 I purchased 3 flags online and paid with credit card. Nearly 1 year later I received phone calls and emails stating I didn't pay the bill. The first call I was told I owed over $100, I thought it was a scam. I talked to someone there who gave a totally different amount owed and said the company they used for billing made a mistake. I've purchased from this company for many years with no issues. I'm now being threatened with 75 day late letter going to collections. I'm sending a check for $56.99 which the last person there said I owe and I'm not even sure that's correct. Very poorly run group in this case. I will be sure to never buy from or recommend this company again. Thier loss in future sales from me will be far greater than the $56.99.

  Business response

  05/29/2024

  Thank you for your inquiry. The order ************ was placed 3/22/2023 for a total
  amount of $175.34. An authorization hold was placed on the card, but payment is captured at the time orders are shipped. The items on the order shipped separately meaning 
  $114.36 was collected on 3/22/23 and the balance of $60.98 was still owed. The second item shipped 4/28/2023. A false posting was recorded on the order that made it appear paid but no funds cleared the bank due to a disconnect from our processor. A later reconciliation identified the error, and our team attempted to notify the customer of the error and outstanding balance
  for the order. At this time, the account balance is considered paid.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a flag (12/3/22) from American Flag for a Christmas gift. It was too large so I called about a return and returned it on 12/28/22. I also ordered a smaller replacement flag which we received and are very happy with.American Flag received the return on January 3, 2023 and said a refund would be sent out within 5 - 7 business days. I started inquiring about the refund on 1/26/23 and have inquired by email and phone a few times since. (See emails attached) A week and a half ago I called once again, after being told a check was in the mail weeks ago and the lady asked for my credit card information to issue the credit using that method. I asked how long it would take and she could not tell me. After I got off the phone, feeling very discouraged, I sent an email stating unfortunately if I did not have a refund on my credit card by April 4th I would regrettably have to file a complaint with the Better Business Bureau. I am sorry in has come to this but feel I have no other choice. I have asked for a full refund not the $96.73 they stated in their return paperwork. I feel at this point, after numerous emails and phone calls and over 3 months of waiting I deserve a full refund.Thank you for helping with this matter and again, I am sorry it came to this.Sincerely,*****************************

  Business response

  04/07/2023

  Hello ******************,
  I see in our system that a RMA was issued on 12/28/22 for your order ************.  We received the flag back on 1/3/23 and you were refunded on your credit card on 1/31/23 for $96.73.  I would suggest that you double-check your credit card statements and search for that dollar amount.  It might have been processed your card company a day or two after we processed it on our end.

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have double checked my credit card statements and I have not received a credit on my credit card. I will gladly submitted my statements if required. I don't understand why I would be told  that there was a check in the mail and then asked for my credit card information a couple weeks ago if your records show the credit had already been issued. I am a bookkeeper and keep very detailed records in Quickbooks of all my finances and have not received a credit yet.  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  04/26/2023

  *****************************,
  
  We have processed a $100.00 refund to your card today. I have attached the confirmation. Please let us know if you do not see it on your credit card in the next couple of days.  Thank you.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a flag from American Flags, ordered online, that I felt was not the quality for the money spent, and elected to return such. The company said they would send a return label (never received), but I received an invoice indicating they would refund a portion. The return authorization indicated they would refund $47.41 for the flag that I paid $65.68. I paid $6.40 on 2/15 to return the flag and have had no refund, either on my credit card, nor a check in the mail, nor any communication from them saying a refund is on the way. One person, *****, said I would get something back, but its been well over a month.

  Business response

  04/18/2023

  Dear *********************,

  Thank you for reaching out to us to try and resolve this issue. We apologize that the flag you ordered did not meet your expectations and that the process to return it was so poorly handled.  I did see that according to our credit card processor that we did make a refund to your card on 4/4 for $7.95 and on 4/6 for $47.71, we have attached a screenshot for you in hopes this will help match to your records.  I recognize that this experience did not meet your expectations or the quality of service we normally deliver.  We hope you will give us another shot in the future. 
  
  Thank you,
  AmericanFlags.Com Customer Care.

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I am not able to read any response from the company.  No matter what they have to say, they did not credit me for the amount I paid for the item.  There is nothing on their website indicating they have a restocking fee.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to reach out to americanflags.com at ************** over the course of several weeks. Each time, I was told no one was available to talk to me and that they'd leave a message for them to call me back. Several weeks later, I still haven't received a call back.This is in regards to a flag that is not even a year old that has already fallen to tatters. I would like to begin the process of obtaining a replacement or a refund, but I can't do that until I can speak to the company.

  Business response

  06/07/2022

  Hello, We had received the message from our call service that you had called regarding the wear and tear on your flag.  We replied to the email address that we have on file from your order that was made over a year ago with the "how long a flag should last" information. It was returned to us as undeliverable. As a one time courtesy, we have sent you a replacement flag but normally, flags do not last more than **** months depending on the weather and treatment. ----- **************** How long should a flag last? This is a common question we get at AmericanFlags.com and one for which there is no exact answer. The **** Government generally expects a nylon or cotton flag to last approximately 90 days, based on daily display from sunrise to sunset - but not during periods of inclement weather. Tests have shown that in some cases a flag flown 24-hours a day will last only one-fourth as long as one flown during the daylight hours only. Regardless of how well it is constructed, a flag is, after all, made of cloth and will sooner or later succumb to the elements. It has, however, been well documented that reasonably good care can contribute greatly to longer flag life. It is a serious violation of flag etiquette to fly a damaged flag. Caring for your American Flag Only flags made specifically for exterior use such as our nylon flags or Tough-Tex flags should be displayed outdoors. For the best results, do not expose your American flag to rain, snow or exceptionally high winds; these forces of nature can shorten a flag's life considerably. Should the flag become wet, it should be carefully spread out and allowed to dry completely. Never fold or roll-up a wet or damp flag. To keep its rich colors looking bright, clean your flag regularly, before soiling and discoloration from dirt, smoke, dust and other airborne contaminants "set" in the fabric. Outdoor flags can be hand-washed with warm water and a mild detergent. Do not let the flag stand in the wash water or you might experience some color "run off" onto the white stripes. Professional dry cleaning is recommended for indoor/parade flags. Many dry cleaners will clean Old Glory free of charge, especially during the period just prior to Flag Day, June 14 or Independence Day, July 4th. Do not place the flag where the wind will whip it against rough surfaces, tree branches, wires, cables, etc. The smallest tear can soon result in a tattered flag. Keep flagpole surfaces free of heavy dirt, rust, scale and corrosion that could damage your flag. Inspect your flag regularly for signs of wear and tear. In particular, look for "normal wear" fabric or thread breaks which may occur in the "fly" end. This is the end farthest from the staff. Trimming off and re-hemming torn or frayed ends will help extend the life of your flag. Also look for tears around the flag's grommets, which can lead to more severe flag damage.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩