Complaints
This profile includes complaints for WeGotSoccer's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/30/2024
Type: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.
Spent $260.20 ($47.99 was for express shipping). Order was placed on 4/9. Received partial order on April 23rd and the rest a few days later. Letters are crooked. Size says kids medium, website says youth medium. I measured my son and ordered a size up according to the websites measurements and my sons measurements. Sizes are off several inches-way too small. I sent all the pictures and still waiting for replies, replacements and refunds. The material is cheap and see through. I guarantee if something doesnt change you will be losing teams. I am requesting a replacement on two shorts and three jerseys - would like at least two sizes larger and a refund on the express shipping $47.99. Photos were sent via email.
Business Response
Date: 05/03/2024
Currently, we are working directly with the customer to address this matter.Customer Answer
Date: 05/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
I have submitted 21 photos displaying the issues. This was the response I finally received. They are working with me???
25% off my next order with no corrective actions on this order?? No thank you!
******************************
Business Response
Date: 05/16/2024
At this time, we have decided to move forward with fulfilling the customer's request to replace their uniform.Customer Answer
Date: 05/19/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Still no solution
Business Response
Date: 05/23/2024
We have processed the order again for the customer.Initial Complaint
Date:04/25/2024
Type: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.
My daughter plays for a soccer club. We are directed to order from We got soccer. The site hikes up prices and charges high deliver fees, even if picked up in store. They offers no sizing charts and you can not reach anyone in customer service except through a Bot chat. I ordered a soccer jersey kit for my child. I know I would not order medium but for some reason there system reflected I ordered 2 medium and 1 large of the kit. when I reached out to make an exchange they said all sales are final and I would have to order new shirts entirely. they offered me 10% off which is basically nothing considering this is a standard given to any order our club would place. You can't speak to a person so the *** system just basically repeats itself. I had an order for over $320 dollars which included 3 t-shirts, 2 shorts, 2 socks and a back pack. To have zero flexibility for a cost that size is taking advantage of parents and the club they come from.Business Response
Date: 04/30/2024
Thank you for sharing your feedback regarding your experience. Each product on our website is accompanied by its own size chart, aiding customers in selecting the right size according to their measurements. In this particular instance, the sizes sent to the customer were those they personally selected during the ordering process. Please note that for custom or personalized orders, our policy states that all sales are final.Initial Complaint
Date:01/18/2024
Type: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 online order for 8 jersey shirts (not special order, not custom, not personalized) on 12/30/23. My CC (via PayPal) was charged the same day the full amount of $68.07. Received an email on Tuesday Jan. 2 that order has been shipped. Received incomplete order on 1/11/24. I only got 3 jersey shirts instead of 8. I phoned company immediately, they said they would forward my concerns onto the appropriate department. Also sent an email. Several emails back and forth requested to speak with a supervisor, who told me that the order was within their guidelines for weight and I had no recourse. So I'm charged for 8 shirts, only received 3 and no refund or replacement will be sent. No packing slip was enclosed. The shirts were inside several clear plastic bags and then all where placed in large white shipping plastic bag that was delivered by ************* *********** inside my actual locked mailbox. Order Number ******* $6.74 per jeresy plus shipping/tax. Paypal Transaction number 55X883146F092551E (also sent a dispute/problem report through PayPal). Business was committed to providing products (jersey shirts) for payment. How many others has this company tried to defraud?Business Response
Date: 01/24/2024
WeGotSoccer appreciates the customer sharing her concerns as it better assists us to improve the products and services offered to our customers. Upon review of the customer's order, we can confirm that the inventory showed the order was picked and packed in full. In addition, the weight of the package was within our guidelines for an order of that specific size.Customer Answer
Date: 01/25/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[I don't know what more to tell you than I ONLY received 3 jersey shirts and paid for 8, no packing slip inside, shirts were wrapped in multiple plastic inside packing envelope (weight effected by this perhaps? ) Horrible company that basically stole my money and did not provide products promised..use Soccer.com instead. If this company continues to defraud even 1 out of 10 customers, with no recourse what are consumers to do?
FAQ
Regards,Deanna
Business Response
Date: 02/22/2024
We are sorry to hear that the customer is unhappy with their experience. Unfortunately after further review we are still unable to accommodate the refund request. The orders weight, along with the inventory shows that the package shipped out was correct.Customer Answer
Date: 02/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This simply did not happen...never received full order.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 03/06/2024
After continual review of this case, inventory shows that we no longer carry this product as the customer purchased the last units we had in stock. Once again, our shipping guidelines confirm that the package shipped was of the correct weight for an order of that size. With that being said we are unable to accommodate the customer's refund request.Initial Complaint
Date:12/20/2023
Type: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.
ISSUE 2 Orders Placed for Sweatshirts, 11/24 & 11/26. I ordered all the Sizes they normally wear. All 4 DON'T fit them (Run Very Small). I had to put my grandaughter that wears YOUTH XL in the Womens Large (her League already started) it was supposed to be for my *************** My other Granddaughter will get the Youth XLG that wears a size 7 (hopefully it will fit). My orders were Youth Medium, Youth XL, Womens ************ XL.They do have the team name on them. No name or numbers on them. They call them customized. WILL NOT EXCHANGE OR REFUND (Even though I provided proof they were small).There isn't anywhere on their WEBSITE that has a Size Cart for **** or any other BRAND. Also NO Indication that **** Runs SMALL.They Charge $55 each (I did have a % off, pd $45 each) along with a $9.99 & $12.99 shipping charge On Line order not an instore purchase. Called ************** got Nowhere. Then I E-Mailed ******************************* I have been working with ******. I have done everything he asked. His Answer was cannot do anything after several E-Mails. Said he would help me re-order. I WOULDN'T re-order from thisCompany.Business Response
Date: 01/08/2024
*****, Thank you for taking the time to provide us with feedback. Our current policy states that customized items cannot be returned or exchanged. Unfortunately since the sweatshirts you ordered were customized with the team name, they are considered final sale. We do our best to provide our customers with accurate sizing information within the item descriptions on our website.Initial Complaint
Date:12/20/2023
Type: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 a mandatory soccer uniform kit from Wegotsoccer.com on 11/28/23, order number ******* for $98.32.The package was misdelivered by the post office on 12/4/23. I live in an apartment complex with approx 150 units, my package was not delivered in my mail box.I filed a misdelivered claim with the post office, 12/19/23, the post master called me, I missed her called, but she emailed saying the sender must file the claim. I returned the post masters phone call 12/19/23 approx 3:40pm, the post master told me the package was delivered to the apartment complex, but she could NOT say for sure it was delivered to my mail box and stated misdelivered mail is common in an apartment complex, but we would mark my mail box as high alert to prevent future misdelivered mail.I forwarded the post office response to the sender and called the sender 12/19/23. I spoke to a female representative who confirmed with the manager they would file an insurance claim for the package and I would receive email confirmation within 24 hours that the claim was filed.I never recovered the email confirmation and called the sender again 12/20/23, spoke to a mail representative, who stated that do not file claims, the buyer has too, that the sender is not responsible for mail after it leaves their facility. After several minutes of explaining the situations to him, that the tracking says delivered, but it was not delivered to me, he stated he would contact the shipping department 12/21/23 to see what they say.I'm requesting a refund for the misdelivered package. It shows delivered, it was not delivered to me. Of course it will say delivered to the right address because the post office does not have option to intentionally deliver packages to the wrong address. I have already reordered the uniform kit, but has it ship shipped to my mom's house in ******** to make sure I receive it this time, which caused the difference in the totals because ********* and ******** have different sales tax.Business Response
Date: 01/08/2024
******, Thank you for taking the time to provide us with feedback on your experience. When it comes to sending out shipments, we use the exact address that is given to us when the order is placed. Unfortunately once the order leaves our facility, it is out of our control. We apologize for any inconvenience caused.Customer Answer
Date: 01/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I didn't receive the package, the post office can't verify the package was delivered to my mailbox. The post master stated the package was delivered to the apartment complex but couldn't verify it was delivered to my *********** was misdelivered and I was still charged.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 02/01/2024
After further review of your case, we have determined that we are still unable to refund your credit card. At this time we would like to issue you a gift card for the amount of your initial order. A representative will be reaching out to you shortly.Initial Complaint
Date:11/09/2023
Type: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.
We purchased soccer cleats through their website, we *********.com, and the shoes didnt fit. We sent them back and they said that we wore the shoes. My daughter tried them on and walked on the hard wood floor,. We boxed them back up in the very damaged box and sent them back. Now they will not give us our money back and are sending the shoes back to us. We cannot use these shoes. They do not fit us, and they were never worn by us.Business Response
Date: 12/05/2023
*****, Thank you for taking the time to provide us with feedback. Our current policy states that footwear must be returned in the original shoebox and cannot be taped or damaged. Unfortunately, we cannot offer you compensation, as this contradicts our company policy. We apologize for the inconvenience.Customer Answer
Date: 12/06/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
After reading your explanation, I understand. However, we returned them the exact way we received them. The box was a mess and the shoes must of been worn. We did not wear them, yet they are not refunding our money. I do understand that things need to be returned the same way. That is what we did. Wegotsoccer.com is not a good company in my opinion. They said the box was not damaged when they sent it? I have a very hard time believing that with the condition it came to us in. And the shoes were not worn by us. I find this all to be so frustrating!!
Thank you,
*********************Business Response
Date: 02/21/2024
Due to the fact that the cleats in question were significantly scuffed up, along with the box being damaged, we are unable to accommodate the customer's request for a billing adjustment.Initial Complaint
Date:09/14/2023
Type: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.
Description: ************ provides youth sports uniforms to a number of different companies. We purchased our son's **** uniform kit from We Got Soccer for $384.59 on June 19, 2023. As is typical, we did not remove the uniform from the package until August 25 on his first day of practice for the fall season. Upon removing the kit, we found that the **** logo patch on the left side of the training jacket (valued at around $90 retail) was already falling off even though he had never even opened the package. We contacted We Got Soccer who referred us to the manufacturer, which is Arocam Sports in *******, *************. I've contacted them both by phone and email several times. When I contacted them by phone, I left voice mail messages (twice) and never received any call back. I contacted them via email three times (once on 8/30 and twice on 9/5) but received only automatically generated messages referring to case # ******. There has been no additional contact, response or progress.Date of original transaction: 6/19/23 Cost: Entire training kit = $384.59; training jacket = approx. $90 Order #: ****** Customer Code: *******Customer Answer
Date: 09/25/2023
I did receive an email from the company, but it did not reference my complaint or anything related to it.Business Response
Date: 01/17/2024
*********, Thank you for providing us with information about your experience. Unfortunately when we reached out to you about repairing your item, we did not receive a response.Customer Answer
Date: 01/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
According to the message I've received today, 1/17/24, the company reached out to me and I did not respond. That is not true. I received a response, not via BBB, from a representative on 10/10/23. Their response instructed me to package up the item and send it back for repair. I did respond to this email. I explained that I thought it was absurd that I would have to take the time out of my life to repackage a defective item and send it back just for them to repair it and send me back the original garment. I made it clear that I was not happy with that solution. I did not send the item back because, as it turns out, my son will soon outgrow the jacket and I'll have to order a new one anyway, so why should I go through all that effort with the original one if he only wears it a few weeks by the time it comes back to us. Therefore, I did respond; however, I don't know if that response ever made it back to anyone other than the representative that reached out.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*********
Business Response
Date: 01/24/2024
WeGotSoccer would like to take this time to thank you for providing us with feedback as it allows us to improve our service going forward. We are sorry to hear that you were unhappy with the solution that we provided. Regretfully we are unable to accommodate the customer's request for a refund, as disclaimed throughout the ordering platform and at checkout, all custom uniform orders are final sale.Customer Answer
Date: 01/25/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
FYI - I didn't request a refund. I requested a new jacket. It is frustrating that this is the second communication in which the details of my request/complaint were in correct.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*********
Initial Complaint
Date:08/16/2023
Type: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.
On July 30th 2023 I purchased a pair of **** Air Zoom Mecurial Vapor Elite soccer cleats size 7 from wegotsoccer for $202.49. Order # ****** The cleats were never worn, aside from my 11 year old trying them on in the house where we found that they were too small. We returned the cleats at our expense as per their return instructions, and they unethically lied and rejected the return due to "A" scuff being found on one of the shoes. A complete unethical practice and lie to avoid returning our funds. The cleats we returned in the exact condition, and I mean exact condition that we received them. They were on my sons feet less than 30 seconds when it was determined that they were too small. Anything being claimed is a lie, and or was exactly how they were presented to me. I cannot believe they are lying and making false claims to keep $200.Think about this claim, they can say anything they want without proof, and the customer has no recourse. This is an outrageous claim. Had the cleats fit then they would never heave been sent back. He couldn't even wear them to...as they claimed, "a scuff" them because they were too small.Customer Answer
Date: 08/27/2023
The business did not respond to my complaint filed with you. They did respond originally when they lied and refused the product back.Business Response
Date: 01/26/2024
WeGotSoccer appreciates the opportunity to correct any concerns the customer may have in regards to their order. We are sorry to hear that the experience we provided did not meet or exceed your expectations. At this time we would like to offer you a store credit. A representative will be reaching out to you directly.Initial Complaint
Date:07/14/2023
Type: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.
Returned the item. I have emailed them several times and there is no refund. Keep getting it has to go to quality control blah blah. It has been a week. I want my refund. They have confirmed they received the item!!! They owe me $70.78Business Response
Date: 01/09/2024
*******, Thank you for providing information on your experience. A refund was processed shortly after we received the item.Initial Complaint
Date:04/28/2023
Type: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.
Hello,Since December of 2022 I have been trying to get my refund of $59.99 that is owed to me. I had gotten charged $147.71 when I should have been charged $87.72. In the order a jacket was included that I never received. The order number is ******* and purchase date was December 11, 2022. I have been going back and forth with the company for months and they have not been helping me even when I send them screenshots through E-mail because they are telling me there is a tracking number with the items delivered.Business Response
Date: 05/12/2023
Our apologies for the delay. The correct refund has been processed.
Please reach out if you have any further questions.
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