ComplaintsforFanatics, Inc.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 21st, 2024, I purchased a t-shirt from Fanatics. They provided me with a confirmation email and tracking number. After about a week, I noticed my package stopped moving, so I contacted them. The man I spoke with told me I would have to call back in a few days so they could file a lost report and have a new one shipped to me. I called back on the day that was recommended by him, which was November 4th. The woman I spoke with told me I would have to call back on the 5th to file the report and refused to put a supervisor on the phone. So I called back today, and the woman I spoke to told me the reason my package isn't here yet is because when I ordered my shirt, they didn't have my size in stock and couldn't ship it today because they still don't have it in stock. I informed her that this was fraud and that I either wanted my money put back on my card today or my shirt shipped today. She stated that I would have to wait ten days for my money to go back onto my card, which I stated was unacceptable, and I requested to speak to a supervisor. After waiting on hold for a supervisor, I was hung up on and didn't receive a call back.

  Business response

  11/08/2024

  Hello ***** *****, and BBB of North Florida,
   
  We've reviewed the complaint regarding the issue with the consumer's order has been lost in transit and they are unhappy with our customer service and our lost package policy . We understand the consumer reached out to Fan Services for assistance and was not provided an acceptable resolution. We were able to connect with the consumer via phone and have provided further assistance via email. 
  
  We gave the consumer a complete refund for their order and informed them of the refund timeframe. In addition to giving the consumer a promo code, we are sending them a shirt for free. If they place another order with us, we promised to expedite their shipping and refund the shipping cost. 
   
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for Fans. We feel that the issue has been fully resolved at this time.
   
  If we can be of any further assistance, please don’t hesitate to reach out.
   
  Sincerely,
  
  *** 
  Fan Relations

• Initial Complaint

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchase a Florida Gators Dooney and Burke that I ordered for FL/GA weekend. I paid extra for expedited shipping to be delivered on Friday 11/1/24. I called twice on 11/1 I got none English speaking reps . I asked for a supervisor the first time the rep placed me on two long holds over 5 mins and said they are busy assisting someone else. She offered me a refund on the shipping I said no. She offered a partial refund I said no she then said she submitted a request to corporate. I called back a hr later to confirm a refund was submitted a rep confirmed it was. I checked online today 11/2 there was no info about a refund only shipping. I called and spoke to this rude none English speaking women who would not give me her name. She would not let me speak with a sup and hung up. I called back spoke to **** he would not give me previous rep name. I’m on the phone now requesting a sup and I been holding for 54 mins and he keep saying a sup is on a call helping someone else. I asked for corporate addr he gave me **** ****** ***** *** I said that is my addr.

  Business response

  11/13/2024

  Dear BBB of North Florida and ******** *****,
   
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the issue of the order not arriving within the expected timeframe.
   
  Upon thorough review of the complaint, we conducted a review of the tracking the order and previous contacts the consumer had with us to better understand the situation and identify areas for improvement.
   
  To rectify this issue, we have taken the following steps: We reached out to the consumer to offer an apology and provided the policy for deeming a package as lost. We advised that we have forwarded the consumer concerns to leadership for review. The order was refunded in full due to the package not being received. For the inconvenience, a discount was offered to use on a future order.
   
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
   
  Sincerely,
   
  ******
  Fan Relations
  Fanatics
  
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/31/2024 I purchased a jersey on ******* jersey on Fanatics. I had used the wrong card so I ordered another one with the intent of cancelling the first order. I attempted to cancel the order as the website instructed. They claimed that because it was processing it could not be cancelled. "If the status of your order is "Processing", you may cancel your order by contacting our call center (see help section of the Website)." The item is not due to ship until November 21st. This is not a custom item either. The only explanation I received is that it is processing and cannot be cancelled. But their website says to call to cancel an order in "processing". They are taking money for a product they do not have yet (if they had it, it would not take up to this many weeks to ship it) and saying they cannot cancel the order with limited explanation.

  Business response

  11/08/2024

  Hello, **** ******* and BBB of *************,
  
  We've reviewed the complaint regarding the issue with the duplicate order. We understand the consumer reached out to ************ for assistance and was not provided an acceptable resolution. We have reached out to the consumer to provide the following:
  
  At this time, we have canceled the requested order. We ask that the consumer allow 2-7 business days for the refund to reflect the original form of payment.
  
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for Fans. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please dont hesitate to reach out.
  
  Sincerely,
  
  Jordan
  Fan Relations

• Initial Complaint

  10/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Ravens winter hat. The only reason I purchased the item was that promised to be free NEXT DAY shipping. Its been over a week, and my order has not shipped as of this date. After spending over 6 hours trying to chat with customer service to resolve this issue, I have received a different response from each customer service agent. I was expecting this item in time for Sunday November 3rd, my son's 16th birthday. Now that will not happen I guess.I asked no fewer than 5 times to be transferred to a supervisor to discuss this matter, and was told every time that was not possible. No attempt was made to meet my request. Today, an agent gave me a "direct phone number " to corporate headquarters, and it turned out to be an automated help line, just like what is available online. I would like for this company to ship my order immediately. (Overnight) I would like for this company to call me and explain to me exactly what happened to my order. I just want to know the truth, and not feel like Im being lied to. I dont want the runaround anymore.

  Business response

  11/07/2024

  Hello ******* ******, and BBB of *************,
  
  We've reviewed the complaint regarding the issue with the consumer's original order being lost in transit; the item was needed for a birthday party, and they were unhappy with our lost package policy and our customer service. We understand the consumer reached out to ************ for assistance and was not provided an acceptable resolution. We were able to connect with the consumer via phone and have provided further assistance via email. 
   
  We were able to reship the replacement on 11/1/24 and it was marked as delivered on 11/4/24. The consumer was provided a full refund for the item in question; they were also advised of the refund timeframe and they are not required to return the item back to us. We have also provided the consumer with a coupon code. We are also offering a refund of their shipping fee on the next order as well as expedited shipping.
   
  All feedback provided is greatly appreciated and forwarded to the appropriate team members for further review. We are always looking for ways to improve our online shopping and customer service experience for Fans. We feel that the issue has been fully resolved at this time.
   
  If we can be of any further assistance, please dont hesitate to reach out.
   
  Sincerely,
  
  ***
  Fan Relations
  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my order and both items were too small. I processed a return via live chat and the agent refused to tell me that a e-gift card return was not issued right away which prevents me from re-ordering a different size. That live chat agent named ***** would not transfer me to a supervisor and ended the chat without saying anything. He also refused to change the refund from egift card to the original payment method. I then called and spoke to two agents via phone who also refused to help. The first agent said it would be 3-10 days before I receive any funds back. The "supervisor" named ***** who is based out of the phillipines suggested I wait 30 days for the return label to expire which is even more time wasted. I find it appalling that I would have to wait so long to receive funds back to REORDER anything. The entire process is designed to make customers get frustrated and give up. I would like a refund on my original payment method sent back immediately.

  Business response

  11/06/2024

  Dear BBB of North Florida and ***** ********,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the return and refund of their order.
  
  Upon thorough review of the complaint, we contacted the consumer via phone and email to rectify this issue.
  
  We have taken the following steps: confirmed the refund was issued in the appropriate time frame, confirmed the gift card was received, and offered a discount code to use on a future purchase. Additionally, we are implementing measures to prevent similar issues from occurring in the future.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  ********?
  Fan Relations
  Fanatics
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hat from fanatics, they sent the wrong one. They said they were out of the hat I ordered but could refund me or send a gift card. I said the gift card was fine, they sent a return label and I shipped the hat back to them. They are now saying my return has been cancelled and I cannot get any help from them. I spent almost $40 on the hat, and now am out money and feel like fanatics is really trying to s**** me over. I have spent a lot of money with fanatics but I want this resolved I want my refund or a gift card for the item I shipped back. I have a **** receipt that's showing it's been sent back to them.

  Business response

  11/08/2024

  Hello ******* Cole and BBB of *************,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the status of their return. We apologize for any inconvenience caused.
  
  Upon comprehensive evaluation of the complaint, we can confirm that a refund was issued for a hat, however, we are not sure if it is the correct order as we have not received a response from the consumer. The consumer has been informed about the item we show being processed and refunded.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  *****
  Fan Relations
  Fanatics

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some sweatshirts on 9/27 using a Fanatics Gift Card of $100.00 and the balance from credit cardl. When I did not receive after a few weeks I tried clarifying reason. They advised me the order was canceled but I never was notified. The paypal did not occur but the $100 gift card was not refunded. I went on site last week and was told i would be receiving a credit/email gift card. I called again today and was told they cant refund. This was latest message " Kindly contact your payment institution, because our system didn't receive your payment because your payment option which is e-gift card and credit card was not catched by our system. Also, upon checking here, there's need some verification with your account as it is tag as fraud." Its not fraud ..its incompetence...I want the $100 returned

  Business response

  11/02/2024

  Dear BBB of North Florida and ****** *******,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the refund details of their recently cancelled order.
  
  We were unable to connect with the consumer via phone and have provided further assistance via email. 
  
  To rectify this issue, we have confirmed the payment was not authorized, which explains why it was cancelled and no partial payment was taken from the consumer's PayPal account. Our finance department also created a new gift card and these details have been sent to the consumer several times via email.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  ********?
  Fan Relations
  Fanatics

  Customer response

  11/03/2024

  they sent me another gift card digitally for $100. Tried to used that last week.  Order was confirmed and then canceled shortly thereafter with no explanation. 

   

  If these frigging idiots can handle a gift card redemption, please send me $100 payment /check instead.  Its ridiculous 

  Customer response

  11/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because they sent me an email with a Digital gift card and that didnt work either. If there system doesnt work just send me a check for $100 

  Regards,

  ****** *******

  Business response

  11/05/2024

  Dear BBB of North Florida and ****** *******,
  
  We appreciate the consumer’s ongoing engagement in the resolution process, and we regret to hear that the consumer remains dissatisfied with the outcome provided.
  
  After careful consideration and review of the consumer's order, our finance team has confirmed the e-gift card is valid and will work once the consumer contacts us for verification. This information was provided to the consumer via email.
  
  We believe that this solution addresses the concerns raised and represents a fair resolution given the circumstances.
  
  We understand the importance of customer satisfaction and strive to resolve all issues to the best of our ability. While we regret any inconvenience caused, we feel that we have taken appropriate steps to address the consumer’s concerns.
  
  Sincerely,
  
  ********?
  Fan Relations
  Fanatics
  

  Customer response

  11/06/2024

  The order was canceled when i used the card ---do i have to call in to get the card to work..The prices changed since I used it

  What is the matter with this firm   

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 14th I purchased two items from Fanatics. One Yankees sweatshirt and one Yankees t-shirt. On the 15th of October the items shipped out. I checked tracking but on October 17th it stalled. I reached out to Fanatics a few days later, via chat because their phones were down, and they said I had to wait until it showed a delay in shipping. I reached out again the 23rd because there was still no update since the 17th and they said wait until the 25th because that would be one day after it was supposed to be delivered. I contacted on the 25th and they are now saying it would be three more days before I can request a refund. I wanted either a refund or re-ship the items using one day shipping. When I said I wanted to talk to someone else they gave me a 30% coupon that I can use this month but would not refund me. She also said I could send back my order once I received it which I won’t receive it because it’s very obvious that the items using was lost in shipping. It’s been very frustrating and no one there is on the same page. They aren’t taking phone calls so all business is done via chat.

  Customer response

  10/25/2024

  I was contacted by Fanatics on 10/25/24 at 11:50am about this issue. It has been resolved. The items were re-shipped with expedited shipping. 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased and UNRL sweatshirt on 10/16/2024 from the Vikings Locker Room store at the Mall of America. I went to return in on 10/21/2024 and was told the item was not returnable. Specifically, UNRL items are not able to be returned. However, there was no mention of the return policy being different for this product than what is stated in the regular return policy. My receipt also does not show any specific return policy. It has been an absolute disaster trying to find someone to help with the matter. The online website only helps with online purchases and the store itself is useless. I want to return my item. This shouldn't be so difficult. Return Policy: **************************************************************************

  Business response

  11/02/2024

  Dear BBB of North Florida and ****** *******,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding their return request.
  
  Upon thorough review of the complaint, we have reviewed the payment confirmation regarding the item to better understand the issue.
  
  To rectify this issue, we have reviewed the details of the item and informed the consumer to contact the physical store for further assistance.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  *******
  Fan Relations
  Fanatics

• Initial Complaint

  10/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Fanatics is misleading consumers with false delivery promises. I ordered my jersey three days ago and selected the option of 2 day delivery. I paid extra for this and the shipping option says "2 Business Days." With the amount I paid and the promise of 2 business days, I would have expected my order by no later than today. I reached out to Fanatics and was told the order would not be shipped until October 24th (a week and 3 days after I ordered). This is absolutely false advertising as the employee I spoke to claimed that it is "two days from the date of the product being shipped, not two days from when you ordered." Attached is a copy of what the order page looks like. The customer service individual has provided a refund for the 2 day shipping but the damage of not having the item when promised has already been done. I believe this should be a class action lawsuit against Fanatics as it appears online that I am not the only one who has been deceived by this practice. This needs to be changed. All documentation of chats and screenshots have been kept for record.

  Business response

  10/28/2024

  Dear BBB of North Florida and ******* *******,
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding issues with the delivery timeframe for the merchandise that was purchased.
  
  Upon thorough review of the complaint, we conducted an investigation of the order history and the tracking history of the package containing the merchandise to better understand the situation and identify areas for improvement.
  
  To rectify this issue, we have taken the following steps: We attempted to reach out to the consumer by phone call on October 25th and followed up with an email informing the consumer of what had been done. The consumer responded to the email that was sent to them. We provided the consumer with the original estimated ship and delivery dates for the merchandise and provided the consumer with the information on how to locate shipping timeframes for the merchandise on our website. We also emailed the consumer a prepaid return label to send the merchandise back to us for a refund. We have also emailed the consumer a coupon voucher that is valid for 6 months from the date issued.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  *****
  Fan Relations
  Fanatics

*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. ↩