Complaints

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• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Grey Cup Commemorative Tickets on October 4, 2024. They were intended to be gift for relatives visiting me from outside the country. On the item's listing, we were guaranteed to receive them by November 1st if ordered before October 18th. I am yet to receive a tracking number and have not received the item. I called the head office three days prior to the Grey Cup that was scheduled for November 17, 2024. The representative on the phone told me that if I showed my order number to the sales people at the event, I could receive the item. I attempted to do this but was denied by ****** ****** (Manager of Merchandise Operations) who said that this was a matter for the team and she was a part of the ******************* After the event, I tried to get a refund but was denied because the BC Lions blamed the delay on the Canada Post Strike even though the strike started after the guaranteed date of receipt (November 1).I then emailed the business asking for a refund. ****** ****** emailed me back and said that the issue was the fault of the ****************** and that she was a representative of the BC Lions. This directly contradicts what she told me when I spoke to her in person at the event. It's unclear whether ****** is with the Lions or Grey Cup and I find it very shady of her to directly contradict herself. I called the office again and was told that I could go to their ****** location and pick up my tickets in person. Shortly after this call, someone called back and said that guidance was made in error and I'm unable to physically pick up my item. No corrective action has been taken for this matter and no refund has been provided. I want to be refunded for my order as the BC Lions did not meet the agreed-upon conditions in their advertisement. I have been a loyal customer of the BC ********************** for many years and will never again spend any of my money with them. Very shady business.

  Business Response

  Date: 02/12/2024

  I never stated Lions were responsible for sales and refunds. As I would have given a refund right on the spot to you if that was the case. I simply stated ******** has shipped them out and you would still receive them. Never anything about my job description.
  
  I have no power in given refunds as it is Grey Cup Merchandise and not Lions. I have to go through them to get approval on all things Grey Cup. 
  
  Again, Grey Cup was in charge of shipping them out - they just used Lions website to sell them. As well all the emails you have been receiving about your order is from Grey Cup- they are just using our platforms  Nothing from these commemorative tickets has anything to do with Lions. It is strictly the Grey Cup team which again I am not apart of nor did I say I was. 

   It looks like you went to your bank and requested a chargeback, and we got notified that you have already been refunded through your bank for the full amount of the pins your received and the commemorative tickets. 

  Once the strike is over, you will still be receiving the tickets. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 22616376
  
  I am rejecting this response because: The responsible party for refunds, ownership of shipment, or the team processing the order is of no concern to customers. I ordered the item via the BC ********************** website, paid the BC Lions, and was given customer service via the BC ********************** contact number. Deflecting blame due to ownership is an extremely poor way to handle the situation and is not a reasonable explanation. 

  As I stated in my original complaint, I was instructed to show my order confirmation at the event to receive my item - this request was denied by ******. I was then told to come to the Surrey office to pick up my item - this instruction was then rejected by another representative shortly after it was initially given. The BC Lions clearly stated on their official shop that customers were to receive this item by November 1, a full two weeks BEFORE the start of the Canada Post Strike. 

  The deflection and contradictory communication is very troubling and indicative of extremely poor customer service. I've spoken with several other fans who share my frustration with how this is being handled. The BC Lions need to do a better job of rectifying the situation and compensating their dedicated fans for this issue. I'm very upset with how representatives from the team - including ****** - are handling this situation. 

  Sincerely,
  
  ******* *********

  Business Response

  Date: 07/12/2024

  This has been dealt with via email. Customer received his funds back and will still be receiving the items once Canada Post strike is over.