ComplaintsforWeGotSoccer

Sporting Goods Retail

Multi Location Business

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Initial Complaint
11/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contacted **************** in regards to an order that was not received and that I was Never provided tracking information for. They provided me tracking information for another order that was received and delivered but had no picture of delivery at my residence. I asked For either a refund or to be resent the items as well as requested to exchange some items in my first order. They said neither of these were possible solutions and Im out of lock. Clearly this company is acting in dishonesty as they have an exchange and return policy on their website which they do not follow and they never shipped the second and more expensive order outright stealing my money. I demand A refund as it is too late to receive these items and additional actions will be taken for this criminal activity.
Business response
11/08/2024
Both of the customer deliveries have been successfully marked as delivered on Wednesday, October 30. This indicates that the shipments were completed on schedule and the items should have reached their intended recipient.
Initial Complaint
10/07/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order ******* was never received. Arocam has been slow to respond to status and then when I did leg work with post office as requested did nothing to resolve my missing order but tell me it was shipped and there was we nothing more theyd do. It was never received at my mailbox and this is horrendous service as much money as Ive spent between two accounts. I have now had to contact the credit card company.
Business response
10/11/2024
The package in question has been marked as delivered by the post office, indicating that it has reached its final destination.
Customer response
10/11/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
As stated to the business, showing delivery to a mailbox is not proof of receipt to the customer who has clearly stated they dont have the item at their mailbox. The business chose to send without signature, photograph or any other evidence which is not the customers fault after the customer waited weeks for delivery. Holding customers responsible for items they dont receive is not an acceptable outcome.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain

FAQ

Regards,
Ben

Business response
10/25/2024
Once the package is with the carrier, it falls outside of our control. Since the post office indicates that the package was delivered, there is nothing further we can do at this point.
Customer response
10/28/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Fortunately for the customer, **** credit card rules negate this logic. A merchant is not absolved of responsibility just by shipping. The customer has not received the merchandise and the merchant chose the shipping method which has no proof of delivery and the customer has not received the item. The burden of proof is not on the customer to show they dont have the item if it wasnt received.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Ben
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I order a pair of $234 **** soccer cleats from We Got Soccer on 07/28/2024.After initially being back ordered they arrived to me on 08/12/2024. Because of the time it took to reach me I requested a refund, in line with We Got Soccer's refund policy, on 08/13/2024. This process requires you to send them an email and wait for a response. There is no option to speak to a live human. After 72 hours I finally received a customer service email from Gabby. She outlined the forms I needed to print and include in the package I was to be returning. As stated in her email, the refund would be processed within 5-7 days of them receiving the cleats. I sent the cleats and received a tracking confirmation that they arrived and were signed for by We Got Soccer on 08/26/2024. In the 16 days since they arrived I have sent 5 separate messages to customer service inquiring to the status of my refund. None of my emails have been returned. Because there is no phone number for them to be contacted at; email is my only recourse. This should be a very simple return for a consumer and I followed their policy exactly as it was outlined. I'm concerned that my money is gone as they are unresponsive.
Business response
09/17/2024
The customer was issued a refund on 9/12/24 for the disputed amount.
Initial Complaint
09/04/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Placed a uniform/custom order on 7/29/24. According to their website then (and today) processing time for these orders is 1-3 weeks. Going on 7 weeks and haven't received either order (almost $800in team gear). They take your $'s up front when falsely stating a 1-3 week processing time knowing full well that can't/won't make the timeline THEY imposed. Horrible business practice. Just look at the complaints and reviews. While they want you to believe this is a "one off" type production problem this happens all the time. Over promise and under deliver. Our son has been forced to wear hand me down uniforms that are two sizes to small. We ordered based on their publicly stated processing time even with a week cushion and still failed. ***** on this company for taking and holding customer's $'s and still accepting additional orders while deceiving customers with fake processing times.
Business response
09/13/2024
We collaborate closely with the ******************* in order to determine a need by date. For this particular season your club set September 15, 2024 as their date. During our busy season, we prioritize orders according to these deadlines to effectively manage the needs of all our partner clubs.
Customer response
09/14/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
When placing the order on 7/29/2024 the website stated a 1-3 week timeline for custom orders (it continues to state this same timeframe AND does not mention nor reference delivery times being contingent on schedule start dates). The start date of the 24/25 season for all of **** began on 9/7/24. We received the uniforms the afternoon of 9/5/24. As I mentioned to multiple customer service **** via their text system (multiple times weeks prior to needing them) that we needed them prior to 9/5/24 as we were traveling for that weekend beginning 9/5/24. WeGotSoccer was deceitful and continues to deceive paying customers that the lead time is 1-3 weeks not 7 weeks (as we experienced) nor does their website say that delivery and processing is based on the team schedules. If thats in fact true why were uniforms ordered by an *** (MLSNext) player we know on 8/6 delivered within 3 weeks when their start date was the same as ours? I actually inquired about this (as per WeGotSoccer all charges are saved) during one of my chats and was given a completely different answer. I suggest before a final decision is made the BBB should request and review this chat. I do not accept the response from WeGotSoccer.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business response
09/26/2024
WeGotSoccer prides itself on its ability to fulfill uniform orders to its customers in a timely fashion. With this framework, we pursue customer complaints such as the one referenced with the utmost priority. Our **************** team had communicated with this customer to assure them despite delays, their uniform would still be delivered in a timely manner. Further information was then provided by the **************** supervisor, who shed more light on the nature of the delays and gave an estimate on when to expect the orders.
As a business that is made up of those who grew up on youth soccer, we wholeheartedly understand the stress that parents and players face in the pre-season. On behalf of the company, we express our deepest sympathies for any inconvenience caused and gratitude for the patience given to us as our team fulfilled the customers order. That being said, we had performed our due diligence in providing the product to the customer.

Customer response
09/27/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I do not accept their comments. I am offended that they have turned the tables and say I was just a stressed parent. I and WeGotSoccer entered into a business agreement when I purchased custom uniforms through their website that said (and still does) that custom orders take 1-3 weeks. I accepted this assurance when I placed two custom orders (within minutes of one another) and paid them via credit card close to $800. The statement on the website that custom orders take 1-3 weeks made no mention of priority work based on club schedules, made no mention that orders would be delayed if other clubs placed their orders (although during a recorded text chat with their customer service that was said). This was a business transaction based on their production statement of 1-3 weeks for custom orders. Money was exchanged between both parties based on this. They held my money for 7 weeks before we received the orders that were supposed to be completed in 1-3 weeks as per their website (again with no conditions attached). This is not a stressed out parent but a customer who paid for product and services based on the vendors statement. Shame on WeGotSoccer for placing the blame on the customer.
This
FAQ

Regards,
*******
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company can't provide a shipping date or when the order might be delivered. They are unreachable by phone to speak to any live person and you can't escalate on the Live chat. They have taken my money and have no date for delivery because of "production issues" according to that agent. Hey ******,Thank you for shopping at WeGotSoccer.com. Please note your payment will be reflected on your statement as Arocam Sports.Your Order Summary:Thanks for your purchase! No need to reply to this email, we've received your order and will let you know as soon as it ships. If you have any questions please contact our customer service team at *******************************************************************: 8/2/2024 Order#: ******* Shipping to:******************************* ******************************************************************************* Shipping Method:Standard Ground Shipping Item Description Sva Required Kit Item Code: sva23urk Quantity 1 Price $338.00 Discount $33.80 Amount $304.20 Item Description Sva Backpack Item Code: sva23bp1 Quantity 1 Price $65.00 Discount $6.50 Amount $58.50 Subtotal:Tax:Rewards:Gift Card:Shipping Fee:Duty/Handling:Order Total:$362.70 $0.00 $0.00 $0.00 $19.99 $0.00 $382.6
Business response
08/16/2024
The order in question was placed two weeks ago on Friday, August 2. Our current processing time is approximately three weeks from the order date. The customer will received a sales invoice email once the order has shipped.
Initial Complaint
08/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Never received the product and they are denying a refund
Business response
08/16/2024
The customer has two orders in our system. The first order, placed on June 21, was delivered on June 26 at 2:18 PM. The second order, placed on July 5, was delivered on July 12 at 11:15 AM. I have attached photos of both delivery confirmations.
Initial Complaint
08/13/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order three months ago, and a custom jersey that was included in the order never came. I reached out to customer service via email and was told a replacement would be sent. They sent me a pair of shorts, so I reached out again and explain to them that I didnt need shorts. I needed the custom jersey. Like I said it has been three months since I placed the original order, and I still have not received the Jersey I paid for. Because of this delay, my daughter will not be able to play in some of her teams games for their first Tournament. There is no direct phone number to call. **************** is just through email and you have to wait for a response. I have emailed them four times now and every time they assure me that the jersey is being replaced but it never is.Date: 6/19/2024 Order#: ******* Shipping to:*********************************
Business response
08/13/2024
We apologize for the delay and any inconvenience this may have caused. A member from our team is actively working to resolve the issue as quickly as possible.
Customer response
08/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*********
Initial Complaint
06/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Placed order on May 25, 2024 for a pair of soccer cleats. The specific item was ****** X ********** **** ************ Pack Item Code: W34527-YBH-080 Color: Yellow/Black/White Footwear Size: M 8 / W 9.5 Soccer cleats arrived June 1st and right away we noticed the pegs/studs were worn, they were dirty. One cleat was missing the paper stuffing used to maintain the shape and cleats were not wrapped in paper as standardized. This was stated on the return. The cleats were tried on and determined they weren't a good fit. We immediately contacted wegotsoccer for a return address, items returned on June 2nd.Today, June 20 I was contacted by ***** from wegotsoccer.com / Arocam Sports with the following email We regret to inform you that due to the condition of the product returned, it has been determined that it does not meet the standards listed in our return policy (******************************************). That being said, the returned item has been repackaged and processed to ship back to your listed address. You should expect to receive this within the next 5-7 business days depending on the carrier.
Business response
06/21/2024
We are working directly with the customer to find a solution to this issue.
Customer response
06/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I received an email response from the company offering a store credit. This is not acceptable. I have returned the item in the same condition received and within 30 days per their store policy. Only a full refund to the original FOP is acceptable .

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business response
06/27/2024
Our policy states that footwear must be returned in the original shoe box and cannot be taped or damaged. The footwear that we received back was returned in the original box, however the box was both taped and damaged. This policy was provided to you on 6/3/2024 after your request for a return authorization. The footwear itself showed visible signs of wear. We thoroughly examine all returned items before shipping them out from our facility to ensure quality control. Considering these factors, we have offered you a fair resolution that aligns with our stated policy and considers the condition of both the packaging and the returned footwear. If you chose to receive the store credit that has been offered, we are available to help you at your earliest convenience.
Customer response
07/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[I have already communicated to Arocam, The cleats arrived June 1st and right away we noticed the pegs/studs were worn, they were dirty. One cleat was missing the paper stuffing used to maintain the shape and cleats were not wrapped in paper as standardized. The box was also torn. The cleats were tried on and determined they weren't a good fit. We immediately contacted wegotsoccer for a return address, items returned on June 2nd. We did tape the box because it was not good to ship.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
04/30/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Spent $260.20 ($47.99 was for express shipping). Order was placed on 4/9. Received partial order on April 23rd and the rest a few days later. Letters are crooked. Size says kids medium, website says youth medium. I measured my son and ordered a size up according to the websites measurements and my sons measurements. Sizes are off several inches-way too small. I sent all the pictures and still waiting for replies, replacements and refunds. The material is cheap and see through. I guarantee if something doesnt change you will be losing teams. I am requesting a replacement on two shorts and three jerseys - would like at least two sizes larger and a refund on the express shipping $47.99. Photos were sent via email.
Business response
05/03/2024
Currently, we are working directly with the customer to address this matter.
Customer response
05/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****

I have submitted 21 photos displaying the issues. This was the response I finally received. They are working with me???
25% off my next order with no corrective actions on this order?? No thank you!
******************************
Business response
05/16/2024
At this time, we have decided to move forward with fulfilling the customer's request to replace their uniform.
Customer response
05/19/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Still no solution
Business response
05/23/2024
We have processed the order again for the customer.
Initial Complaint
04/25/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My daughter plays for a soccer club. We are directed to order from We got soccer. The site hikes up prices and charges high deliver fees, even if picked up in store. They offers no sizing charts and you can not reach anyone in customer service except through a Bot chat. I ordered a soccer jersey kit for my child. I know I would not order medium but for some reason there system reflected I ordered 2 medium and 1 large of the kit. when I reached out to make an exchange they said all sales are final and I would have to order new shirts entirely. they offered me 10% off which is basically nothing considering this is a standard given to any order our club would place. You can't speak to a person so the *** system just basically repeats itself. I had an order for over $320 dollars which included 3 t-shirts, 2 shorts, 2 socks and a back pack. To have zero flexibility for a cost that size is taking advantage of parents and the club they come from.
Business response
04/30/2024
Thank you for sharing your feedback regarding your experience. Each product on our website is accompanied by its own size chart, aiding customers in selecting the right size according to their measurements. In this particular instance, the sizes sent to the customer were those they personally selected during the ordering process. Please note that for custom or personalized orders, our policy states that all sales are final.

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