Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/22/2025

  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.

  Complaint Summary:I placed two orders with Spring (Spring Fans) on December 25, 2024, and despite repeated attempts to get updates, my orders have still not been shipped. The company originally provided an estimated delivery window of January 6 - January 9, 2025, but as of February 22, 2025, I have yet to receive my items.The details of my orders are as follows:Order Number: 01JG0DFKM54XKMYFHDKG283WEF90d1 Item: SBMD Logo Comfort Tee (Black, XL)Price: $23.99 Shipping: $4.99 Total: $28.98 Estimated Arrival: January 6 - January 9, 2025 Order Number: 01JG0DFKM54XKMYFHDKG283WEF9f19 Item: SBMD Logo Classic Crew Neck T-Shirt (Black, XL)Price: $22.99 Estimated Arrival: January 6 - January 9, 2025 Despite multiple follow-ups via email, I have received vague responses and no clear resolution. The company only escalated my order after I continuously pushed for answers. They offered a $9.98 shipping refund, but I have still not received confirmation of when my items will actually be ********** a business owner, I rely on timely fulfillment to maintain customer trust. This lack of communication and failure to meet delivery commitments have negatively impacted my ability to serve my customers. The companys service is unprofessional, and I have had to repeatedly request updates with no proactive communication from their side.Desired Resolution:Immediate shipment of my orders with a confirmed tracking number.If my orders cannot be fulfilled within a reasonable timeframe, I request a full refund.I urge Spring to improve their order fulfillment process and customer service to prevent similar issues for other customers and businesses.This experience has caused unnecessary frustration and negatively impacted my business. I expect a prompt resolution to this matter.

  Business Response

  Date: 02/24/2025

  Hi *******, 

  Thank you for reaching out. We would like to sincerely apologize for the frustration and inconvenience this situation has caused you. We completely understand your concerns, and we deeply regret that weve fallen short of your expectations. We are actively working to fulfill your orders as quickly as possible. However, at this time, we do not have an exact estimated delivery date. Once your orders have been shipped, you will receive a tracking update via email.

  If you would prefer not to wait any longer for your items, we can offer you the option to cancel your order and receive a full refund or store credit. Please let us know how you would like to proceed, and well handle it promptly.

  We value your business and appreciate your feedback. Please rest assured that we are working on improving our fulfillment process to prevent similar issues from occurring in the future.

  Thank you again for your understanding, and we apologize for any disruption this may have caused.
  

  Best regards,
  Sierra

• Initial Complaint

  Date:02/20/2025

  Type:Product 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.

  Placed an order for merchandise Nov 2/2024. Website states was guaranteed delivery by end of November 2024 for Canadian orders. Received email stating it was in production Nov 3/2024. No progress on order and no steps to resolve issue from company. Company states multiple excuses/reasons as to why order has not yet shipped (as of Feb 20/2025). Company states delays due to production facility issues that occurred Summer 2024. Company states delays due to influx of orders. Company stated they would refund shipping. Refund was never received. Company stated they would refund 1/4 cost of order. Refund was never received. This company is failing to send out any orders and yet continues to promote sales on their social media despite being unable to fulfill orders from months prior.

  Business Response

  Date: 02/24/2025

  Hi *****, 

  Thank you for reaching out! We are actively working to fulfill your order as quickly as possible. To address any inconvenience, we have issued a refund, which should appear in your account within three to five business days.

  If you are no longer interested in waiting for your order to be received, we can also offer the option to cancel your order and issue a full refund instead. Please let us know your preference, and well be happy to assist you.

  If you have any further questions, feel free to reach out.
  

  Best regards,

  Sierra 

  Customer Answer

  Date: 02/25/2025

  Hello,

  While I appreciate that you guys are working hard to get orders out, it has been the same response I have been getting since November in regards to my order. Nothing has changed, there has been no progress. You have claimed multiple times that my order has been escalated yet here I am nearly 4 months out with no order. You guys guaranteed a delivery window and did not meet that standard you set. It is nearly March and my family member has still not received their xmas present. If you knew you had issues since the summer, why make false promises.

  Business Response

  Date: 02/26/2025

  Hi *****, 

  Thank you for your response and I sincerely apologize for the frustration and disappointment this situation has caused. I completely understand your concerns, especially after months of waiting and repeated promises without resolution. It's unacceptable that you have not received your order, and I deeply regret that we've failed to meet the delivery window we guaranteed.

  We take full responsibility for the delay, and I want to assure you that your feedback is taken very seriously. I truly understand how important this gift is, and the last thing we want is for you or your family member to feel let down.

  While we have been working diligently to resolve the issues that have affected order fulfillment, I understand that our repeated explanations have not brought the clarity or resolution you deserve. I will personally look into the status of your order, escalate the matter further, and provide you with a specific update on the timeline. We should have communicated more transparently and followed through with our commitments.

  Again, I apologize for the inconvenience, and I want to ensure we do everything we can to resolve this as quickly as possible. Please allow me a bit of time to follow up with a concrete solution.

  I truly appreciate your patience and understanding. I look forward to resolving this for you soon! 

  Best regards,
  Sierra

  Customer Answer

  Date: 03/03/2025

  Thank you. I would like to know the status of my order after you personally look into it. Since it did not arrive by Christmas, I am hoping it will arrive for a birthday on **********. At this point I am not hopefull.

  Thanks

   

  *****

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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 placed two orders 1. Order# **JJAHCMPARKP3HATJPDJRCH75adb5 and 2. order# **JJC6XBCYN41JG1JN8DCDFHE0f86 on **/24/2025. Both are still in production and were suppose to have been delivered between 02/04/25-02/10/25. I have emailed because there is no phone number to speak to someone and all I get is a robot message. I want what I paid for! At this point, shipping should be refunded back to me if not the entire thing as I haven't received anything from them. If I do not receive a response by end of week, I will file a complaint with my bank for fraud and theft! Please respond and give me a answer to my product.

  Business Response

  Date: 02/21/2025

  Hi Susy, 

  Thank you for reaching out and I sincerely apologize for the inconvenience you've experienced with your recent orders. Please know that we are doing everything we can to fulfill your orders as quickly as possible.

  As a gesture of goodwill, *** issued a refund for the shipping charges on each of your orders. You can expect to see these funds returned to your original form of payment within the next three to five business days.

  Additionally, once your orders have shipped, you will receive a tracking update via email so you can stay informed. We truly appreciate your patience and understanding, and again, I apologize for any frustration this may have caused. If you have any further questions, please dont hesitate to reach out.
  

  Best regards,
  Sierra 

  Customer Answer

  Date: 02/21/2025

  i want both orders cancelled and fully refunded like i have have requested several times! 12 to be exact! 

  Business Response

  Date: 02/26/2025

  Hi Susy, 

  Thank you for your response and confirmation.  Im pleased to confirm that weve successfully canceled your orders 01JJAHCMPARKP3HATJPDJRCH75adb5 & 01JJCC6XBCYN41JG1JN8DCDFHE0f86 as requested. A refund for each order has been issued, and you can expect it to appear in your original form of payment within three to five business days.
  
  If you need anything else in the meantime, feel free to reach out. Im here to assist you!
  
  Wishing you a fantastic day!

  Sincerely, 

  Sierra 
  
  

• Initial Complaint

  Date:02/17/2025

  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.

  Order was placed on 11/3/24.Order tracking shows that item was in production on 11/4/24.I initially was promised the product after a two week production delay.I was then promised the product by Thanksgiving.Their web site promises that if I order the item today it will ship by 2/23/25.I have traded several dozen emails with tech support and have no indication of when the item will ship.

  Business Response

  Date: 03/12/2025

  Hi *******, 

  Thank you so much for reaching out to us. We sincerely apologize for any inconvenience this delay may have caused and truly appreciate your patience and understanding.

  After reviewing your order, we are pleased to inform you that it is currently in the production process and is scheduled to ship very soon. We will send you an email with tracking information as soon as your order has shipped, so you can easily follow its progress.
  
  In the meantime, if you have any further questions or concerns, please don't hesitate to reach out to us. We're here to help!
  
  Thank you once again for your patience and understanding during this time. 

  Sincerely, 

  Sierra 

• Initial Complaint

  Date:02/16/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 a mug ( order # **JJT1Y92A31YHE4VN5CF7FX542503) on **/27/2025. I ordered a tee shirt (order # **JJ3P9E2HQHTJQHHCT0SYJ7XC4bf6) on **/20/2025. I have not received either item and requested a refund for both on 02/03/2025. They promised to escalate the refunds saying it would take several days. It has been 3 and 4 weeks respectively and no refund. I have contacted customer service several times and each time receive the same generic message stating that the refunds have been escalated and to have patients. My patients has worn out. I want my money refunded.

  Business Response

  Date: 02/21/2025

  Hi *******, 

  Thank you so much for reaching out, and I sincerely apologize for any inconvenience this may have caused. After reviewing your orders, I see that order 01JJ3P9E2HQHTJQHHCT0SYJ7XC4bf6 has been canceled and refunded. You can expect to see the funds returned to your account by the end of next week at the latest.
  

  As for order 01JJT1Y92A31YHE4VN5CF7FX542503, to make up for the inconvenience, Ive gone ahead and issued a full refund for this order as well. You should see the refund processed back to your original payment method within three to five business days.

  If you have any other questions or concerns, please don't hesitate to reach out. Im here to help! Thank you again for your understanding, and I truly appreciate your patience as we work to resolve this.
  

  Sincerely,
  Sierra

  Customer Answer

  Date: 02/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:02/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Never received order. They don't know when it will ship.

  Business Response

  Date: 02/24/2025

  Hi *******, 

  Thank you for your patience and understanding. We are currently working to ship your order as quickly as possible, and you should receive a tracking update via email once it has been dispatched.

  If you would prefer not to wait any longer for fulfillment, we can offer you the option to cancel your order and issue a full refund. Please let us know how you'd like to proceed, and we will be happy to assist you.

  If you have any other questions or concerns, feel free to reach out.
  

  Best regards,
  Sierra

  Customer Answer

  Date: 02/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:02/11/2025

  Type:Product 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 placed an order for 3 different shirts on 12/15 with guaranteed receipt by 12/24. I immediately realized the system had glitched and ordered 3 of the same shirt, rather than the 3 different shirts, so I emailed them right away, asking to fix or cancel the entire order.**** responded 5 days later, on 12/20, acknowledging my request to cancel the order, saying "Can you confirm you wish to cancel?" I responded immediately on the same day and said yes. Christmas came and went, I heard nothing, and they shipped the order a few days after. On 1/1, **** sent an email saying "since we were not able to cancel your order," I should please drive to the nearest post office, pay my own shipping costs, and ship the order back to them. The order was not correct to begin with The order was cancelled twice The order was received unwanted A refund was requested multiple times Now I'm just sitting here with 3 shirts (crappily screen printed in someone's basement) that I didn't even want.

  Business Response

  Date: 02/12/2025

  Hi *******, 

  Thank you for bringing this to our attention. I want to sincerely apologize for any trouble or frustration this may have caused you. We understand how important it is to resolve these matters swiftly and appreciate your patience.

  As there is currently a dispute placed on this transaction, we are unable to offer a resolution at this time. However, if the dispute is dropped, we would be more than happy to assist you and work towards a swift and satisfactory resolution.

  Please dont hesitate to reach out if you need any further information, and we appreciate your understanding in this matter. Thank you again, and we look forward to resolving this as soon as possible.
  

  Best regards,
  Sierra

  Customer Answer

  Date: 02/14/2025

  this is incorrect. There is no current dispute. The bank closed it out. Im surprised you would not be aware of this. 

  Business Response

  Date: 02/21/2025

  Hi *******, 

  Thank you for your response and I apologize for any trouble this situation may have caused. Please rest assured that we are actively addressing the dispute, and it is still open with the bank.

  We are expecting to hear back from them by March 6th. Once we receive their response, we will be able to move forward with resolving this matter as quickly as possible.

  We truly appreciate your patience and understanding while this is being thoroughly investigated. If you have any further questions or concerns in the meantime, please don't hesitate to reach out.

  Thank you again for your cooperation.
  

  Best regards,
  Sierra 

• Initial Complaint

  Date:02/07/2025

  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.

  Ordered 2 shirts back in 11/7/2024. Order got split into two separate orders with both having a delivery date of 11/19/2024 - 11/22/2024. Received the one shirt but have yet to receive the other. When I go to "Track your Order" it is still in the "Printing" process and has been since 11/8/2024. I have contacted them many times and no one has given me an answer as to why I don't have the shirt I ordered or a new expected delivery date. You can still go online and order the same shirt with no notice as to "Out of Stock" or anything.

  Business Response

  Date: 02/07/2025

  Hi *****, 
  
  Thank you for reaching out to us. We sincerely apologize for the delay and want to assure you that we are actively working to get your order fulfilled as quickly as possible.
  
  We've already reached out to our production team and requested that they prioritize your order to expedite the process. We understand how important it is to receive your items promptly, and we truly appreciate your patience and understanding during this time.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We're here to help.
  
  Thank you for your continued support. 
  
  Best regards,
  Sierra 

• Initial Complaint

  Date:01/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 a sweatshirt and t-shirt from this company on 12/27/2024. Delivery was to take place between 1/7/2025 & 1/10/2025. I reached out to customer service several times, and told them if I did not have a tracking# by 1/24/2025 showing the order has been shipped, then I would like to cancel it. **** from customer service agreed to this, and gave me a refund of $11 in the meantime for the shipping costs as a sign of good faith. I still have not received my refund, or the tracking# for the clothing, and the website still states that the shirts are in production. The website has never been updated with the status since the order was placed. I informed them I no longer want the clothing, as they couldn't meet the 1/24/2025 shipping date that we agreed too, which is two weeks past their original shipping date on the order. I tried to give a little leeway, as the holidays, just happened. But this is ridiculous, and at this point, just want a refund, so I no longer have to deal with this company.

  Business Response

  Date: 01/29/2025

  Hi *****, 
   
  We're truly sorry for the delay and trouble!
  Your orders have now been successfully cancelled and refunded as requested. 
   
  Order # 01JG4ZNQQWH4V6RK2YH8A205NW06b9
  Refunded Amount: $6.99 - on Jan 16th
  Refunded Amount: $45.57 - on Jan 29th 

  Order # 01JG4ZNQQWH4V6RK2YH8A205NW14f0
  Refunded Amount: $4.99 - on Jan 16th
  Refunded Amount: $26.49 - on Jan 29th

  It can take 3-5 business days for the funds to reflect back into your original payment method depending on your provider. You're more than welcome to email ********************** if you need additional assistance. Our Team is always happy to help. 
  
  

  Customer Answer

  Date: 01/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:01/26/2025

  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 have an account with **********************, an online t-shirt printing company that we contracted to produce shirts for our business. We placed an order for a sample in October of last year, but despite numerous attempts to resolve this issue, weve been met with nothing but delays and excuses, with no meaningful action taken. While the seller claims to be experiencing significant issues with their suppliers, they continue to advertise regularly without any apparent difficulties. This raises serious concerns about potential consumer fraud. Copies of this complaint will also be submitted to the *** for review.

  Business Response

  Date: 01/28/2025

  Hi *****,

  We're truly sorry for the delay with your order! We've escalated the print job to our **************** to get the ball rolling on your T-shirt. In the meantime we have also provided a refund for the product, which you will see back to your ****** within 24 hours. As soon as the order is fulfilled and shipped you will receive another email from us with tracking. If you need additional support, please don't hesitate to send us an email here: ********************** - Our apologies again for the trouble!