Complaints

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 11, 2023 I ordered a shirt from this company. The advertised brand was "Sport-Tek" as you can clearly see on the attached receipt. I have another shirt of that same brand, so I ordered a small which fit loosely the last time. When I received the shirt today (2/21/23), the brand was "***** Cool Dri" which is of much lower quality and does not fit like the other brand. It is paper thin, scratchy, and way too tight. I asked the company to refund my money or exchange for another size, and they sent the following reply: "Unfortunately we can not do any exchanges and we do not have any extras. We printed the very specific brand that was requested by the people in charge of the ordering." This is false advertising (bait and switch) and a shady business practice.

  Business response

  02/21/2023

  To say she is lying is a grotesque understatement. First, we do not list brands on our website at all because we are still dealing with worldwide inventory shortages that started in 2022. Our entire industry is. On our packing slips that the customer receives with their order it shows a brand however, it is the generic brand that we use for accounting purposes so that we can price our orders. In our policies it states we will do our best to get a similar or better quality shirt if a replacement is needed. On top of that, she claims she called the lady in charge of organizing this order and was told it would be the same brand as the volleyball shirts. We did not print the volleyball shirts and the lady she spoke with assures me that she told her that exact thing - and they could not guarantee the brand of the dri fit shirts. Additionally, she never once asked for a refund. She has sent numerous emails back to back to back today, blasted us on ********* and of course reached out to the BBB. We have contacted the organizers to make them aware, as well as the school board to see if there is something that we need to do and they all have assured us that she is out of line, out of control, and that every one else who was switched to a ***** Cool Dri is very happy. It is absolutely not a lesser brand - in fact, it was $5 more expensive and we ate the cost so that the athletes did not have to miss out and had their shirts in a timely manner. She is lying about what really happened and is bullying her way in to trying to get her way. This is unbelievable. We have never had a complaint to the BBB in the 12 years we have been in business. She is unhinged.

  Customer response

  02/21/2023

  Complaint: 19441307
  
  I am rejecting this response because: *********** made no attempt in our email communication to try to resolve the issue. Instead they replied there was nothing they could do to help. It sounds like they are still not trying to help and have not offered a refund. I would still like a refund of the entire amount since the product is unusable. To say I am unhinged is quite libelous. 
  
  Regards,
  
  *************************

  Business response

  02/27/2023

  We replaced all adult extra small and adult smalls with a significantly higher quality shirt. Because this is a fundraiser for the athletes we covered the additional $5 per shirt and did not take it out of the profits. We did this because our focus is on the student athletes and making sure they are celebrated for their accomplishments. We have not had a single other complaint, in fact we have had so many compliments that we have had two businesses reach out wanting shirts because they were so happy with our service and quality. We do not offer replacements or refunds when doing a single bulk run if the customer is unhappy with sizing. We are a garment decorator, we do not sew the shirts from raw material. If there was a concern or question about sizing we encourage customers to reach out and ask questions. This is a common practice for anyone uncertain on sizing. She has now blasted us on social media in an effort to damage our business. In the beginning she never asked for a refund and to claim that is false. We in no way advertised what brand we were using therefore a claim of false advertising is a blatant lie.

  Customer response

  02/28/2023

  Complaint: 19441307
  
  I am rejecting this response because: There is nothing posted on ************* so that is a false statement by the company. The fact is that the brand of the shirt I paid for (clearly listed on the provided receipt) was not the brand of shirt I received (picture provided). If I am the only one who has filed a complaint, then it should not be a burden on the company to issue a refund. That is all I am asking for to resolve this complaint. 
  
  Regards,
  
  *************************

*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. ↩