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:09/09/2024

  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.

  08/22/2024 I place an order for 18 cutouts for our high school volleyball team. 08/22/2024 @ 8:17 pm I received a confirmation that the order was received and would take 1-3 business days to process. 08/22/2024 @ 9:35 pm I receive an additional email that ******* was assigned to my order and to contact him with any issues. 08/28/2024 @ 7:29 am I sent an email to ******* asking about the status because I hadn't received anything from them on the order yet. 08/28/2024 @ 1:23 pm I send an email to the sales email listed on the original order because I hadn't received an email from *******. I again asked for an update. 08/29/2024 @ 4:51 pm Called because I still had no response to my emails. The gentleman that I spoke with said he didn't have an update on the order but would leave ******* a note asking him to contact me about the order. 09/03/2024 @ 11:35 am I call again because again nothing from ******* at this point. They finally transfer me to him. I speak with ******* and he tells me that he had to make some corrections with his design people but would have those back that day. He said not to worry because the order would be delivered this week. I expressed that we need these for our games and he again said he understood and would get them out. 09/05/2024 @ 4:10 pm I receive an email from ******* asking if the proof looks okay. 09/06/2024 @ 4:30 pm I send an email to ******* asking for when we can expect these because again they were supposed to be delivered by this point. At the same time I attempt to call. On the website it states that they are open until 5:30 pm on Fridays. I can't get anyone to answer. I finally get someone on their chat line who tells me that everyone has gone home already and they can't help me. They will forward my concern on to their manager.

  Business Response

  Date: 09/12/2024

  I am writing to provide an update regarding the ************** recent order for custom team player cutouts, placed on August 22. 
  Our product page originally listed a production time of 3-5 business days, plus transit time. Unfortunately, our order confirmation email incorrectly stated a production time of 1-3 business days. 
  
  We understand the Boosters frustration with receiving an order status update. To improve this, weve updated our sales department procedures and corrected the order confirmation email to match the production time stated on the product page. 
  We ensured the order was completed and delivered on time for the Boosters September 10th event. As a gesture of goodwill, weve also issued a $100.00 refund to the customer.  

  Thank you, **********************;

  Sales Manager 

  Customer Answer

  Date: 09/15/2024

   
  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.
  
  Sincerely,
  
  *************************