ComplaintsforSpurs Fan Shop

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 18th, I placed an order for a customized jersey (Order #*****) on spursfanshop.com. After reviewing the details, I realized there were some errors in the specifications, so I decided to cancel the order and reorder with the correct specifications.The next morning, I called their customer service team at ************ while the order was still in the "awaiting fulfillment" status, which means it could still be modified or canceled. However, to my surprise, they declined my request. The representative told me that once the order is placed, it cannot be canceled or modified. They advised me to wait for the jersey to arrive and then apply for a return which is not guaranteed. However, as per their store policy, customized items are non-returnable.I am extremely dissatisfied with this experience. First, it is unreasonable not to allow cancellations for an order that has not yet been fulfilled. Second, the attitude of their customer service representative was poor they were not helping and acting irresponsibly.I kindly request to cancel my order immediately and issue a full refund, given that the order is still in a modifiable status.

  Business response

  09/19/2024

  Zhe, it was great speaking to you earlier today about your concern. Just to recap our conversation, we were able to accommodate the change in shipping method for your order and have the order produced and shipped today. We will work with our customer service representatives to ensure they convey the correct policy information to our customers. We are also refunding your order for the inconvenience. Please let us know if you have any other concerns or questions, as we are always happy to help!

  Below is the tracking information:

  1Z81AE171331673668

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I talked with ****** earlier and he was able to help me update my order and issue the refund. I also have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thanks for taking care of this perfectly!

  Regards,
  
  ***********

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on 11/5/23 i paid ****** for a jersey ship time was 1-4 weeks - i was told today it may ship in another 2 weeks maybe longer

  Business response

  12/27/2023

  Thank you for contacting us regarding your City Edition Swingman Jersey that was in production. We are so sorry for the inconvenience this manufacturer's production delay may have brought to you. After we received your communication, our team contacted our jersey manufacturing team to ensure they expedited the shipping of your jersey overnight at no additional cost for you to ensure you received your jersey as soon as possible. For the inconvenience, we also provided you with a 20% refund on your order for the wait, as shown in the attachment. Don't hesitate to contact me directly at ********-steven1@aramark if you have any questions or concerns regarding future orders. We are always happy to serve our Spurs fans.

  Customer response

  01/04/2024

  Complaint: 21017212
  
  I am rejecting this response because:

   

  I had to call many times to get any kind of help from your team.  I was told you didnt have the parts to complete the jersey and it would not be available until after Christmas maybe

   

  You did not overnite the jersey to me

  The jersey I received has a price tag of $120 which ***** claims is the base price and the additional $30 is customization however you do not offer a plain jersey on your website for sale and you surely do not advise the customer of the customization charge.

   

  ***** keeps apologizing for my confusion I am not confused I do NOT like receiving an item I overpaid for - i waited 6 weeks to receive a $120 jersey for which i paid $160 for NOT ACCEPTABLE

   

  
  
  Regards,
  
  *******************

  Business response

  01/07/2024

  Thank you for reaching out to us regarding your order. Regarding the price on the tags, these are ****** suggested retail prices for the blank jerseys that we buy directly from them. Since we use an off-site jersey production company to press or stitch the name and numbers on each jersey, a cost is added to each jersey for customization. We treat each jersey as a made-to-order item so that customization cost is added to the suggested retail price you saw on that tag. We sincerely apologize for the confusion. We will contact our jersey manufacturer to see if they can update the rest of our price tags to reduce future issues. 
  
  Since our jersey manufacturing company did not send the jersey in the promised 2-4 week timeframe mentioned on the product page, we have refunded the entire order to the credit card used (see attachment). Depending on your bank, this refund will take 5-7 business days to reflect in your account. 
  
  We are so sorry again for the inconvenience and the long wait for your jersey. We hope you enjoy the refund and jersey. Please let us know if you need anything else. 

  Customer response

  01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 2 2023 I orders a city edition jersey. So that I can wear for the game I'll be going to on 12/19/2023. It had 2-4 weeks for it to be sent out. It's already 12/11/2023 and I have nothing to show for the $300 jersey I paid for to wear to the game. I've called 3 times and the reply was almost carpets as it said the same 2-4 weeks expected timing. Why was it so hard to look at the dates before being so careless with the reply? The customer service told me to be patient as it the holidays (busy shopping season) Yet my order was placed way before the busy holiday shopping season ( black friday, ect). The team literally only comes out to play in ********* once every season and im being robbed of my Fandom!! This isn't a Christmas present, IT'S MY expected fit to wear to the game.

  Business response

  12/27/2023

  Thank you for contacting us regarding your City Edition Authentic Jersey that was in production. We are so sorry for the inconvenience this may have brought to you. Our authentic jerseys are scheduled to ship 4-6 weeks after the order is placed, as shown on the product page under "Availability" and the "Product Description" seen in the attachments. It was a pleasure to speak with you over the phone to elaborate on the production time frame of these jerseys. After our conversation, our team contacted our jersey manufacturing team to ensure we expedited the jersey to ship overnight to meet the six-week production window and ensure you received your jersey to wear for the game you intended to attend on the 19th. For the inconvenience, we also provided you with a 20% refund on your order for the wait, as shown in one of the attachments. Please reach out to me directly now that you have my phone number if you have any questions or concerns. We are always happy to serve our Spurs fans.

  Customer response

  12/27/2023

  Better Business Bureau:
  The company (*********** Spurs Store) was never really the team I was getting in touch with. Instead their customer service line (icare) was who I spoke with. That didn't seem to have any idea of the real issue, or how to solve it. Once I spoke with the *********** Spurs Store, I felt the urgency to have the problem corrected. Even if I was challenged to show the 2-4 week period I was promised. I had the product by the 19th for the game and that's all I wanted. Thank you Spurs Store for not letting me down!!

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Regards,
  
  *************************

• Initial Complaint

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12-9-21 order a jersey for my son for Christmas. Got notification that my order was shipping on 12-15-21. Checked back on status on Friday 12-17-21 and saw the shipment was canceled. Had to wait until Monday at 9 a.m. to call customer service. **************** cannot actually provide service. Asked for a supervisor was told again they can only send a request premised a call back within 24 hours. Today Tuesday 12-21-21 no call back, my item still has not shipped. Christmas is now 3 days away. Company has stolen my money and ruined my son's Christmas.

  Business response

  12/22/2021

  Hi,

  
  We reached out to the customer to clear up the matter, and the mishandling of their customer service case. Per our website description for the customer's ordered item, it ships within 2- 4 weeks (https://spursfanshop.com/products/san-antonio-spurs-2021-city-edition-mens-nike-*************************-iv-swingman-jersey.html). The order was placed on 12/9 and shipped ahead of that window on 12/15 (Order Details With Tracking Information attached). The order was not cancelled. However, the original shipping label was cancelled, as we upgraded all customers' order to 2nd day delivery as a complimentary service for the holidays. An automated email with their new shipping label should've been received within minutes of the original label being created. That new shipping label notification may have gone to the customer's spam.
  

  Unfortunately, there may have been some confusion on our customer service's end, when the customer reached out about the cancellation on 12/17, given that the order showed as shipped and not cancelled. However, they should have been able to inform the customer that the order was marked shipped, and provide the tracking details during that initial communication. Due to the confusion, our customer service team did escalate the matter to management for clarification on the order status, and sent a reply to the customer on 12/21 explaining that the order was shipped via the new shipping label on 12/15 (email attached). It appears our customer did not receive this communication, also.
  

  In speaking with the customer, he is now aware that the package shipped, but has not received the package due to an *** error. *** has updated the customers address, and the package is scheduled to arrive today (tracking details from ***.com attached).
  

  We deeply regret all the confusion regarding this order, and are dedicated to assisting our customer. For the inconvenience, we have also issued a 20% refund on their order.
  

  Thank you.

*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. ↩