ComplaintsforWeGotSoccer

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a retail value $169 soccer match ball on sale as a collectable on Nov 29, 2022. Wegotsoccer (WGS) mailed the ball in a poly envelope without padding and without the box, arriving at my house on Dec 6. I could tell the ball was not in it's original ****** box because I could feel that there was only a ball in the envelope. I did not open the envelope. I called WGS and asked them to ship only the box to me as the ball was going to be used as a collectable. They at first said they do not ship the boxes but later called me back to say they would make an exception (I spoke with ****** each time.) I asked again for them to just mail me the box, it would be easier for me and the boxes are made in a way that the ball slips out easily and the box folds up flat. They insisted I mail the ball back to them and then they would mail me back the ball and the box. They emailed me a postage paid label which i taped over their original shipping label on the original bag and sent it back on Dec 9. I NEVER OPENED THE PACKAGE. On Dec 12 the ball was received by WGS. I emailed on Dec 20 because I heard nothing from them. On Dec 27 I received an email that they had the ball but it was in used condition with dirt and scuffs on it so they would only send it back to me. I did not use the ball and could not have caused the damage. The ball was at their facility for 15 days before I heard from them. They also said they no longer had the packaging it was returned in when I asked them to check it to prove I mailed it back unopened. Furthermore, their return policy states that they cannot accept items not in their original packaging yet they expected me to accept a ball that they removed from the package. I spoke with WGS manager ***** who stated "we are looking into changing that policy" (of shipping ***** out of packaging.) I never should have received the ball without a box in the first place and according to them I have no recourse except to get the ball back in poor condition.

  

  Business response

  01/04/2023

  WeGotSoccer appreciates the feedback from the customer as it helps us improve the quality of the products and services provided to our customers. Upon review, the ball was returned to the customer in the condition in which it was received by our customer service team here at **********************. We are happy to provide the customer with a manufacturer's box, however, regretfully we are unable to swap the customer's used ball, for a brand new. 

  Customer response

  01/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I received the ball in question back since submitting my original complaint. Upon inspection of the ball, I found zero "cleat marks" and zero "scuffs from kicking." I did find an inventory sticker that WGS affixed to the ball, and if that sticker was on it when the ball was supposedly kicked around at a practice it would have shown some type of wear and tear, which it did not. The dirt that they complained about was clearly dust from rubbing inside of the bag they mailed it in, or ink that lifted from the paperwork that was shipped in the envelope with the ball. The dust could also have been picked up in a warehouse setting or from the ink on the sticker on the ball. I was able to easily wipe the ball clean with a damp rag. The glue from their sticker (which would not be necessary if they left it in the original packaging) was the most difficult area to clean. I will therefore accept their offer to mail me the original ****** box to close the complaint. 
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased cleats online on 11/25. Received on 11/29 with scuff marks which we did not complain about. The cleats didnt no fit my daughter and the store initiated a return. The return was denied due to scuff marks. We only removed one clear from the box and they were never worn and immediately returned on 12/1. They refused to refund the money and sent the cleats. They accused us of marking the cleats up.

  

  Business response

  12/14/2022

  At the time of receiving the customers shipment, photographs were taken to document dirt ****s on the side and inside heel, as well as creasing in the leather. 
  
  
  In a review left by the customer online, "Ordered cleats online that came scuffed up which was fine. Did not fit." However, in a separate ticket #****** with the customer, " This **** was not here when I returned them earlier this week. Ill be reporting this to the better business bureau. That cleat never left the box when we got them last week." 

   

  Regretfully per return policy we are unable to take back cleats that are not in new condition. 

  Customer response

  12/14/2022

  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. 

  To clarify I tried saying I my review I would have been fine keeping cleats with some scuffing had they fit. The cleats had some creasing but that is fine. I didnt the **** they photographed when we had them. My daughter NEVER wore those cleats outside the kitchen and in fact only tried one cleat. The company is accusing my daughter of wearing the cleats which is 100% false. Im assuming these cleats have been returned before. I would like them to produce the return history of these cleats. 
  
  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

  10/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered full soccer uniform kit from WeGotSoccer.com. Everything was ordered in size adult small. Official red jersey turned out to be narrower than all others by 1.5 inch. We reached out to WeGotSoccer.com and asked to fixed the problem. They refused and explained that all jerseys are of different styles, hence do not conform to the same sizing. They also explained that choice of jersey styling is soccer club decision. They did not clarify to us whether they made soccer club aware of the fact that ordering different styles uniforms might cause sizing issues. We believe WeGotSoccer should have explicitly disclosed to soccer club that different style of jersey might come in non-uniform sizing.

  

  Business response

  10/24/2022

  WeGotSoccer thanks the customer for their feedback as it aids ** in providing only the best products and services. 

  As it turns out, EZ Kit uniforms are final sale items. As such, measurements are provided on the website of each garment so that our customers can make informed decisions. Additionally the club is provided with sizing samples so that the customer may arrange a local try on of the garments prior to ordering. 

   

  As these are customized, final sale items, regretfully we are unable to provide complimentary replacements as requested. 

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have twins that play on the same soccer team. Said team requires that the uniforms be ordered through this retailer. So, on 2/13/22, I ordered 2 sets of uniforms. This order consisted of 4 jerseys, 2 pairs of shorts, and 2 pairs of socks. I ordered the same sizes for both kids. There were 2 blue jerseys and 2 green jerseys. I ordered womans medium for all of them. One of the jerseys came as a youth medium and is far to small. I instantly went back to my order and shipping confirmations and tried to check the sizing to see if I made a mistake. I found it funny that the retailer listed sizing on the shorts and socks which were correct. But, they dont list the sizes of the jerseys. I called customer service to let them know that they had clearly made a mistake. The representative couldnt tell me which sizes were ordered but told me that there were no changes to the order so it must be correct. I explained to him that the other 3 jerseys came correct. Then proceeded to ask him why I would order 1 out of the 4 at a different size. He just apologized and said theres nothing they can do since there was no change to the order Im the system. Again, he was assuming I made a mistake because he couldnt see the sizing but the order wasnt changed. He also couldnt answer me when I asked why the jersey sizes werent included in the order and shipping confirmation documents. So, now, my only choice is to order another jersey and hope it comes in correct. I will never spend money at this retailer again. Even if it means my kids wont be able to play on certain teams. Horrible customer service.

  Customer response

  03/05/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  03/09/2022

  WeGotSoccer thanks the customer for sharing his recent ordering experience as it helps us to provide the very best quality products and services. Upon review of the order provided in the attached document, we can confirm that a Youth Medium jersey was ordered. As these are customized, final sale items, regretfully we are unable to provide a complimentary replacement. We apologize for any inconvenience this may cause. 

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/2/2021 I ordered two items on order ******. One shipped quickly and I received it - a soccer bag with customer embroidering for my son's club team. The remaining item, a planned Christmas gift, was a Liverpool ******* and did not arrive with the bag. I did not receive any updates from the company. On 12/20/2021 I initiated a chat conversation with Customer Support agent, ****** I requested an update on my open item from that order. ***** let me know it was "in process" but he could not tell me how long it had been in process or when it would ship. When i requested a cancellation and refund, he told me that it was impossible because the order was "in process" (even though he could not tell me when/if it would ship). He said i would have to return the item once received and pay to ship it back. This is not an acceptable business practice. I have been sympathetic to all covid related shipping delays - hence why I waited until 12/20 after ordering on 11/2 to inquire about the shipment. Every other company I have ordered from has provided easy cancellation processes for items not shipping in an acceptable time frame. When i ordered this t-shirt it was marked as in stock - I note this because ***** suggested maybe it was backordered when I purchased - it was not. All I want is a refund for my order which ***** tells me is impossible and also that there is not a manger to escalate the issue with. This is starting to sound like scam.

  

  Business response

  12/28/2021

  WeGotSoccer appreciates the customer reaching out to us to provide us the opportunity to correct the situation, and apologize for any inconvenience we may have caused. Per the customer request, at this time the ordered Tee has been cancelled and refunded at this time. 

*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. ↩