Complaints

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• Initial Complaint

  Date:05/22/2023

  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 a uniform order with Champion Teamwear for “warm-ups” totaling $********. When these uniforms arrived, there were several issues. First: we made it very clear that we wanted all printed names to be in such a manner where the first letter is capitalized, and the remaining letters were lowercase (example: “Bobby” rather than “BOBBY”). When I initially saw the proofs, I noticed they used all uppercase, I alerted them of this, and the rep, Jesse *****, assured me that they would appear exactly as I requested. This is well documented through email. This may seem minor to the average reader, but my athletes specifically requested this, as the all caps to them appeared as though someone was yelling at them. Second, there were many sizing inconsistencies with this order. Women’s adult medium was actually larger than the women’s adult large. We measured this and took pictures. Youth large fit like adult small. Adult small, fit like youth large. This threw off our entire order, and many parents and athletes complained. I brought these issues up to Jesse ***** and Staci ********, when uniforms arrived and requested a FULL REFUND. Staci asked me to consider a compromise. In good faith, on April 13th, I agreed to the following;
  1. a **% refund on my “warm-ups” order
  2. 3 replacement jackets to be sent out at “Super Quick” speed
  3. An additional uniform order added, which I would pay for, but which also would be granted Super Quick status
  
  As of today, May 22nd, 2023, 7:27 AM, they have not lived up to their end of the bargain. I still have not received this **% refund, and I still have not received any of the replacement uniforms. It has been nearly six weeks since our agreement, all without them completing any of the steps they agreed to complete. The only reason I agreed to the compromise was that they were going to come through on their end. As they haven’t, the compromise is broken. Our track season is nearly over. I request a full refund on the warm-up order.

  Business Response

  Date: 05/24/2023

  Below emails reflect the accepted offer from the sales manager and the customer who issued this complaint. I've also attached the receipts for the refunds mentioned below as well as an additional refund not mentioned that occurred earlier this week that is mentioned in their original complaint. 

  To: *******************
  Subject: Champion Credits
  
  Good morning, Randy~
   I wanted to touch base as I owe you an apology.  After further reviewing your remaining replacement (plus the 1 extra warmup set) order, I’ve identified we dropped the ball on the turn time. 
   I know you requested a full refund and we’ve said no to this request.  What we would like to offer is the 3 replacement sets at $0 plus the 1 extra set which is delayed also at $0.  That would be an additional credit of $******.  This comes
  from the order total of $******, minus the **% credit already issued which would leave the $******.
   In addition, I’d like to offer an extra **% discount on the initial warmup order which would be an extra $******.
   Total additional credit/refund we’re offering is $******. 
  I’ve also reached out to production to see if there’s any spot in their capacity to turn that replacement order (plus the 1 extra warmup set) ahead of the 6/2 date we’ve already been given.  I’ll keep you posted on this when I hear back.
   I will handle your account for the remainder of this season, Jesse will no longer be in contact. Again, please accept my apology and let me know if the extra $****** credit/refund is agreeable.  If so, I’ll get with accounting today to get the paperwork portion started. 
  Staci
  District Sales Manager

  From: Randy ****** <*******************>
  Sent: Tuesday, May 23, 2023 9:38 AM
  To: ********* Staci <************************>
  Subject: Re: Champion Credits
  
  Hello Staci,
  Thank you for reaching out.  
  I may be slightly confused in terms of how you got your numbers for the additional credit you are offering, however, it may not matter.  The number sounds reasonable to me.  
  With this in mind, I am willing to accept your offer of an additional credit of $******.  Could you please get this additional credit to me this week?
  I am also happy to know that you will work with your production team to try and get the replacements/additional warm-up to ship before June 2nd.  
  Thank you for your help with this order,
  Randy
  *** *** ****

  Business Response

  Date: 05/24/2023

  Hi Randy, 

  
  I've been working with Staci to review the account, issue credits and process refunds as you two have discussed. I've submitted the receipts for the refunds that Staci requested as well, total ******. At this time, I believe this complaint is resolved based on your response on May 23 at 9:38am. 

  If you are in need of more assistance, feel free to reach out to me at ************************* or through this complaint portal. 

  Thanks,

  Samantha ******

  Accounting Manager

  Champion Teamwear