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:07/01/2025

  Type:Service or Repair 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've been ordering soccer uniforms for my son for the past 8 years without any issues. This year, with the switch to Soccer.com as the uniform provider, I encountered a serious sizing problem.I ordered a Youth medium jersey for my son. To ensure accuracy, I compared the sizing with 3 other Youth Medium jerseys he currently wears, all which fir him perfectly. However, the Soccer.com jersey that arrived was significantly smaller, and clearly not aligned with standard Youth Medium sizing. I followed your request to send photos with the jersey measurement and even included side by side picture with the other medium shirts to show the discrepancy. Despite this, I was told that the shirt could not be exchanged. I was then required to spend an additional 93 dollars to reorder larger size shirts for an issue that stems from inaccurate sizing standards from their end. It's unreasonable to hold customers responsible for a mislabeling or sizing issue that's clearly not due to buyer error.

  

  Business Response

  Date: 07/10/2025

  At Sports Endeavors, LLC, we are committed to delivering high-quality service and merchandise to all of our customers. We truly regret any instance where we fall short of meeting these standards, as we take great pride in ensuring our customers receive the service they expect and deserve.

  
  We fully understand the frustration Ms. ******** experienced regarding the jersey sizing issue, and we sincerely empathize with the situation. Our primary goal is to always provide our customers with an exceptional experience, and we recognize that this situation did not reflect that standard.

  
  To resolve the matter, we would like to offer a refund for the cost of the jerseys that had to be reordered in the amount of $91.96.

  
  We greatly appreciate the patience and understanding shown as we worked to address this concern, and we are committed to ensuring that future interactions will better reflect the high level of service expected from us.
  Again, we thank Ms. ******** for her cooperation, and we look forward to the opportunity to serve her better in the future.

  Customer Answer

  Date: 07/11/2025

   
  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,
  
  ******* ********

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair 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 was required to buy club related apparel from their company soccer.com, I purchased >$800 worth of uniforms. All of these were for a youth soccer team, all of the clothes were purchased in youth sizes. One (the most expensive) jersey arrived in an adult M size. They are refusing to exchange due to their no return/exchange policy on club items due to personalization. I dont know how I could have possibly ordered one jersey out of 16 pieces in an adult size. **************** refuses to exchange the piece, is adamant it is my fault since is listed that way on the order. If it was my mistake the ordering practices are intentionally deceiving/confusing and it is odd that it was the most expensive piece out of all 16. Furthermore the other jerseys have areas of pulls/ inconsistencies that seem to match other customer reviews online- that are hard to locate because they dont allow them on social media and their parent company is a different name than soccer.com.

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  On June 6th i mad a purchase of buying a uniform of my soccer team (albion santa ******). Upon recieving the jersey, it was a youth medium when I am an adult medium. I am requesting an exchange so that I can get a jersey that fits me. Sincerely,***** ********* ********** **************************** ************

  

  Business Response

  Date: 06/18/2025

  At Sports Endeavors LLC, we are committed to delivering high-quality service and products to each of our customers, and we are truly sorry that your recent experience did not reflect those standards.

  Your order, placed on June 6, 2025, had an estimated ship date of June 17. We’re pleased to note that the order shipped early on June 8 and was delivered on June 11. However, we understand how disappointing it can be to receive items that don't meet your expectations—especially when it comes to something as important as your uniform.

  Upon reviewing the order details, we confirmed that Youth Medium sizes were selected at the time of purchase. As outlined in our policy, customized items are not eligible for return or exchange.  That said, we want to make things right. We're happy to place a new order for you with the correct sizes, and we will cover the cost of both customization and shipping. Our team is here and ready to assist you with placing the new order whenever you're ready.

  We sincerely apologize for the inconvenience this situation has caused and appreciate your patience and understanding. Thank you for the opportunity to make this right—we value your business and look forward to ensuring your complete satisfaction.

• Initial Complaint

  Date:06/06/2025

  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 two pairs of hard-to-get cleats from Soccer.com, order ********** on 6/2/25 at 10:15am and ********** on 6/2/25 at 10:20am. The second order was canceled by the business same -day stating that they didn't have inventory. The first order was cancelled over 24-hours later with the same excuse. I have contacted the business many times, stating I want the cleats and they are adamant that they do not have the inventory - but will not address why they had two different levels of inventory which makes me believe they are not being truthful and are not equitably selling these shoes. If the inventory count was off, as they stated in the email, then both orders would have been cancelled at the same time. Happy to forward their customer service responses. I have given them multiple chances to do the right thing to no avail. My request is for them to have the order ship to me as ordered.

  

  Business Response

  Date: 06/18/2025

  At Sports Endeavors LLC, we are deeply committed to
  providing high-quality products and exceptional service to every customer. It
  is genuinely disappointing when we fall short of that standard, as we did in
  this situation.

  Ms. Walsh placed two separate orders with us—order
  #0432721553 at 10:15 AM and order #0432721595 at 10:20 AM on June 2, 2025—for a
  pair of special limited-edition cleats. Due to overwhelming demand, this
  limited-quantity item sold out within minutes.  Unfortunately, we were unable to fulfill all
  the orders received, and some—including Ms. Walsh’s—were canceled.  Cancellations were processed based on the
  order in which they were received in our system. After reviewing the situation,
  we identified a system flaw that allowed more orders to be accepted than we had
  inventory available to fulfill.

  We believe in being fully transparent with our customers and
  want to assure you that we would never intentionally provide inaccurate
  information. We are actively working to address this issue to prevent it from
  happening in the future.
  We promptly notified affected customers and offered a $25
  gift card as a gesture of our sincere apology and appreciation for their
  understanding.

  We truly regret the inconvenience and frustration this
  situation has caused Ms. Walsh. We value her as a customer and appreciate the
  opportunity to make things right.

  
  

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23433947
  
  
  
  I am rejecting this response because:

  They are not being transparent (as they stated they were in the email). Something is VERY off about these orders. "Cancellations were processed based on the order in which they were received..." my two orders were cancelled in REVERSE order, with a considerable amount of time in between. So that is not the truth. Their offering of a $25 gift card is also not very transparent. To the BBB this would seem that they offered a $25 GC when in fact they offered $25 towards footwear only and has to be redeemed within approx 90 days. Very shady statement to make to the BBB - unless you read the $25 GC as one that is limited to items and a short timeframe.

  I do not believe they processed orders when they were received. I do believe they should honor one of my two purchases - or to make it right they can buy these shoes from a 3rd party and sell them to me for the price I bought off their website. 

  
  
  Sincerely,
  
  
  
  Carolyn Walsh

  

  Business Response

  Date: 06/20/2025

  Ms. Walsh’s complaint has been brought to my attention. I’m truly sorry for the inconvenience caused by the cancellation of her two orders due to an unexpected inventory issue. I completely understand how frustrating this must be, and I want to assure her that we’re actively looking into the matter.

  I’m currently working closely with our team to find the best possible resolution, and I’ll be sure to provide an update by Wednesday, June 25th.

  We thank her for her continued patience and understanding as we work to resolve this matter.

  Warm regards,
  Lisa Lavin
  Director of Customer Service
  Sports Endeavors LLC

  
  

  

  Business Response

  Date: 06/26/2025

  We want to reassure Ms. Walsh that we are continuing to work diligently to identify the best possible resolution to her complaint. Our team remains fully engaged in reviewing the details, and we are committed to ensuring a fair and satisfactory outcome for all parties involved.

   

  We expect to provide a final resolution and update to both Mrs. Walsh and your office by Wednesday, July 3rd.

   

  We deeply appreciate Mrs. Walsh’s continued patience and understanding as we work toward resolving this matter.

   

  Warm regards,

  
  Lisa Lavin
  Director, Service Center

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23433947
  
  
  
  I am rejecting this response because:  In the last communication, Soccer.Com has said they will respond by 7/3. If the complaint is closed within the 5 days, I will not receive their response. Please keep this open until a resolution has been reached.
  
  
  
  Sincerely,
  
  
  
  Carolyn Walsh

  

  Business Response

  Date: 07/02/2025

  At Sports Endeavors, LLC, we are committed to providing high-quality service and merchandise to our customers. We sincerely regret any time we fall short of that commitment, as we take great pride in meeting the standards our customers expect and deserve.

  We fully understand and empathize with Ms. Walsh’s frustration.  It was never our intention to mislead or provide inaccurate information. Our reputation is a cornerstone of our business, and we remain dedicated to delivering positive customer experiences.
  
  We had the opportunity to speak with Ms. Walsh, by telephone, and we are happy to report that we were able to resolve this complaint to her satisfaction. 

  We sincerely appreciate her patience and understanding as we worked to bring this to a close.  We hope she will give us the opportunity to serve her better in the future.

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23433947, and find that this resolution is satisfactory to me.

   

  Thank you for all your help in resolving this matter, when I finally got to speak to the Director of Customer Service at Soccer.com, she was able to provide a resolution.
  
  
  
  Sincerely,
  
  
  
  Carolyn Walsh

• Initial Complaint

  Date:09/16/2024

  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 ordered soccer uniforms for my kids through this website, as necessary for them to play. I ordered the uniforms on 8/21/24. I finally recieved a shipping notification on 9/11/24, that the uniforms shipped. Tracking showed that the package was delivered on 9/13/24. The package was never received and the delivery photo was a photo of grass- no way of being able to tell where the delivery was made. I filed a complaint with ******, but was told I have to go through the seller, since they are the ones who purchased the insurance. I emailed soccer.com and asked that they just mail me new uniforms, so my kids can play in thier games. They informed me that I need to file a police report. For a package that was never delivered and that they have insurance on. We have doorbell camera- the package was never delivered, it was not stolen. The police have informed me that unless I have evidence that it was stolen, they cannot do anything. O now I am stuck paying another $150 for uniforms so my kids can play at their soccer games. This is ridiculous.

  

  Business Response

  Date: 09/26/2024

  Sports Endeavors is committed to providing excellent service and product to our customers.  We do not take it lightly when our customers express dis-satisfaction with our services, we strive to ensure every interaction is a rewarding experience.  The feedback we received from Ms. ********** is certainly not the customer experience that we want our customers to experience.  We are sincerely sorry for the inconveniences and frustration this issue caused her and her child. 

  Ms.  ********** placed an order for her child on 08/21 with us for her child's uniform kit.  Information from our system show the items were shipped on 09/09 and delivered on 09/13 with an image of the delivery.  Upon review, we concluded that the image did not supply sufficient details that the delivery was correct.  We are sincerely sorry for the impact this had on our customer.  ******************** will be happy to replace the order at no charge, expedite processing and shipping in order for the delivery to be as quick as possible.  We would also like to send Ms. ********** a gift card as our gesture for the inconvenience.

  We are continually working to improve our processes and procedures with our staff to ensure that the ordering process be a rewarding shopping experience for our customers and allow them to enjoy the ******************** Experience with their children.  Please know that we are sincerely sorry for the issue and frustration and greatly appreciate the patience from our customers.

   

• Initial Complaint

  Date:07/15/2024

  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.

  ** June 21, 2024 date when ************** card payment was submitted online ** $556.14 was the total amount of the order. But they made an UNauthorized duplicate charge and structured the second UNauthorized charge such that Truist (my bank) would not send me a notice of a duplicate charge. They broke up the second charge into two separate transactions (for a total of three) and added a ***** to make it harder to detect as a duplicate (i.e., the second UNauthorized charge totaled $556.14 PLUS $0.01 for a total UNauthorized amount of $556.15 (NOTE: one T-Shirt is still on back order which would have made the grand total $593.63) **Soccer.com committed to provide me with one order of soccer uniforms for two of my daughters for a total amount of $556.14 and they committed to not charge me twice nor to double my order nor to ship me more than one order. Soccer.com shipped me one order and then less than 5 days later they shipped me a second duplicate UNauthorized order (i.e., exactly the same thing twice).**Nature of dispute is that I only ordered ONE (1) set of uniforms but they shipped me two sets and charged me twice. The second set and charge is UNauthorized.**They refused to resolve it. They hung up on me four (4) times and told me several times that they would call me back but never did.

  

  Business Response

  Date: 07/30/2024

  Sports Endeavors is committed to providing our customers with quality service and merchandise.  We would never attempt to overcharge or send our customers merchandise that was not ordered.  It is very disappointing to us when we receive feedback from our customers informing us of their dis-satisfaction with our service.  Our goal is for a 100% rewarding customer experience.
  
  Upon review we see that our customer, ********************, place 2 orders online on 06/21/2024.  Order ********* was placed at 13:12 PM and order ********* was placed at 13:29 PM.  Email confirmations were sent for both orders to the email address that we have on file for our customer. Our system has no way of knowing if these were duplicate orders, therefore we processed and shipped both orders.  Our policy states that all team uniform orders are final sale and cannot be returned or exchanged.  Our customer contacted us on 07/22/2024 after the orders were received to let us know he had received an additional order that he had not ordered.  The agents that he spoke with did let him know that 2 separate orders had been placed, processed and shipped and were not returnable, which was the correct information.  We did let our customer know that if the items were not customized, we could accept those back for a refund.  Charges for shipments are processed when the order is actually shipped, the initial transaction is an authorization. We do publish that some items may be shipped separately and charged accordingly.
  
  We do understand the frustration this situation has caused our customer and would like to offer a refund in the form of a Gift Card for one of the orders as our gesture for the inconvenience incurred. Sports Endeavors is committed to our customers, and we are sincerely sorry for this issue.

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21992683
  
  I am rejecting this response because:
  My family did not place two orders we only placed one order.  It may be that soccer.com's system or an employee intentionally or accidentally created a duplicate order.  We have two kids playing and they each need one back pack one set of jerseys and all the items in the order we placed.  Why would we go back into the system on the same day just to place the same exact order with all the same exact items such that we would have four back packs and double everything in the order.  Any "Reasonable Person" can look at the order and determine that a reasonable family would not place duplicate orders like that.  Since we know what we ordered, we know soccer.com created this problem. Also, why did soccer.com "structure" the second charge to our credit card?  Our bank Truist, told us that it looks like Soccer.com structured the second/duplicate charge such that the Truist system could not notify me of a duplicate charge.  ******'s system notifies their customers of duplicate charges to allow their customers to confirm or decline.  ****** told me that it's probably what soccer.com did...they structured it.  Soccer.com charged the full amount once and then a few days later they they structured another charge but added one single ***** to make the amount different in the eyes of the Trust computer system AND they also split up the second charge into two separate charges that added up to the first order (plus one *****).  ****** bank told me that fraudsters that make extra money by duplicate charges will often structure the second charge.   
  

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

  

  Business Response

  Date: 08/08/2024

  Sports Endeavors is committed to providing our customers with excellent service and we are very appreciative of our customer's loyalty.  It saddens us when we fail to reach the quality of excellence that we have set for our service levels. We have spoken with our customer, ********************, regarding the issue with his order. 

  ************************ issue was reviewed again, and as our gesture for the inconvenience, the decision was made to refund him for the customized items on one order and to have him return the non-customized items for a refund.  He does not have to return the original items that were customized.  A return shipping label was sent to be used to return the items that need to be refunded.
  

  We do understand the frustration this situation has caused our customer, and we sincerely apologize for the inconvenience and the issue.

• Initial Complaint

  Date:03/28/2024

  Type:Product 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 placed an order with them for custom soccer gear that never arrived. I reached out to the company who basically said I was out of luck, despite my bank telling me to dispute the order with the company. I paid for faster shipping, yet it sat in a nearby distribution center for three days before finally moving and saying delivered, even though it didnt arrive.

  

  Business Response

  Date: 04/10/2024

  Sports Endeavors is committed to providing quality service and merchandise to our customers. It is very disappointing to us when we fail to deliver and achieve this goal as with this customer. Our customer's feedback is very important to us as we continually strive to improve the quality of service rendered.

  Our customer placed an initial order on 03/14/2024, shipped on 03/19/2024 and delivered on 03/26/2024.  We were notified of the delivery issue on 03/26 after our customer received the delivery confirmation.  He states that he was home all day and there was not a delivery. Upon review of tracking information, we see that our shipping carrier did confirm delivery but did not leave an image of the actual delivery. The response to the customer's inquiry was not what should have been communicated to our customer and we are so very sorry for the inconvenience.

  We value our customer's loyalty and express sincere apologies for the issues that were incurred.  Our goal is for each and every customer interaction  to be a rewarding experience.  We will be refunding the purchase amount of $188.14 to the original form of payment on the order.  

   

  Customer Answer

  Date: 04/10/2024

   
  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. Please let me know when the purchase has been refunded.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/20/2023

  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.

  We ordered my son cleats in august 2023, they fell apart 3 months later (November 2023) we contacted soccer.com, they told us to return the cleats and when they receive them they would issue us a gift card in the amount of the return. $274. We explained to them we no longer have the bank that we used to purchase the cleats so we need a credit or gift card. They told us before returning them that it would be fine. So we returned them. 11/16/23 they issued a full refund to the bank that is closed. I no longer have access to this bank and the bank told me to contact the merchant. The merchant (soccer.com) wont do anything, they told us to call the bank. He was very nasty. So we are out the $274 and the cleats have been returned to soccer.com.

  

  Business Response

  Date: 11/22/2023

  SOCCER.COM is committed to providing a rewarding, satisfying experience to our customers and we constantly strive to improve the quality of service and merchandise to our customers.  This commitment is not taken lightly and is very important to us. The feedback that was received from our customer is certainly not the desired response and we do sincerely apologize for the inconveniences. 
  
  Our customer placed an initial order with ******************** on August 12, 2023.  On November 8, 2023, she called to inform us that the cleats had become defective after a few months wear.  She also conveyed to us that she no longer banked with the financial institution on the order. Notes were left to refund via Gift Card, unfortunately our ****************** tried to process the refund to the original form of payment which is the standard process.  Our customer called on 11/16 to inquire about her refund since it had not been received.  We sincerely apologize to our customer for the inconveniences and the way this issue was handled.  A member of our Leadership Team did review her concerns and processed a full refund via a Gift Card, she also spoke with our customer as well to personally apologize for the issues incurred.

  It is always our intent to provide 100% customer satisfaction to our customers and we are deeply saddened when this does not happen as in our customer's situation.  We have spoken and provided feedback to all that were involved to better equip our staff to avoid this issue in the future. Again, we sincerely apologize to our customer.  

  
  

• Initial Complaint

  Date:11/16/2023

  Type:Billing 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.

  *********************** said he would refund and resolve issue.. said he put on a card ending in ****... I don't have any cards that end in that number and he refuses to transfer the card to a card that I own.. very rude and condescending and most of all a liar!! I want my refund for the fraudulent charge that was posted to my account on September 23rd!!!

  

  Business Response

  Date: 11/24/2023

  Sports Endeavors is very committed to customer satisfaction and we strive to do everything possible to resolve customer issues and concerns.  It is very disappointing to us when we can't fulfil these requirements.

  As we stated in our previous communication with our customer, we have thoroughly reviewed her issue and feel we have done everything possible to resolve.   Please note the following:

              Our payment and fraud prevention team spoke with the customer after doing a thorough review of all transactions that were processed associated with her account and were unable to locate any charge made on or around                the date she references.
  
             Our payment team contacted our payment processor, Chase Paymentech, and they were also unable to locate any transaction.
  
             The customer acknowledged at this time that her bank merged with another bank. In our experience, these mergers often result in incorrect transaction information.
  
             To provide the most efficient resolution, our team offered to refund the customer for the charge which appeared on her card, despite finding no evidence that it was initiated by our company.
  
             The customer requested a refund on the credit card used to place her previous order from June 2023. The customer placed this order on our website, where she input the credit card ending in ****. We refunded the card                   used on that order in the amount of $68.92.
  
            The customer emailed stating that she received the refund on card ending in ****, indicating to our payment team that the accounts are connected in some way.
  
            The customer then emailed the same day saying that the refund had disappeared.
  
             We show that the refund was processed successfully, was not rejected or reversed by her bank. Again, this was a courtesy refund as we show no evidence that the customer was charged on this date.

  We do fully understand the frustration that our customer is experiencing and we sincerely apologize for the issues incurred. 

   

   

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20880077
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/27/2023

  First 9ff he's lying that he spoke to ***** because they don't speak to anyone about someone's account. I've never had a credit card that ended in ****, which I explained to him. The transaction that disappeared was from the dispute I put in with the credit card company, not from them and it disappeared. Everyone there lies and people should really be careful with this company..

  

  Business Response

  Date: 12/11/2023

  Our integrity is critically important to us.  We strive to ensure each and every customer interaction is excellent and would never fraudulently charge any customer for items not purchased or not received.
  
  We have thoroughly reviewed our customers concerns with our *************************** and we find no evidence of any transactions for this customer on that date.  As our gesture for the inconvenience, a refund was processed by our ************************** to the card that was used on the order. There is no evidence from our payment processor that the transaction was rejected by her bank.

  We strive daily to be our best and feel that weve gone above and beyond to assist with the challenges that she has experienced.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20880077
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/14/2023

  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.

  Ordered On: August 14, 2023 Order Total:$70.59 Order #:427324366# of Items: 1 This order was originally supposed to be fulfilled in September. Then the order status was pushed to October, then it was pushed to be fulfilled in March. Seriously, March. This order is for a custom sports backpack. Not a house renovation - close to 8 months to fulfill a backpack order is absolutely unfathomable. This is my second order with this company, my first order was backlogged another 2 months and I fought with customer service. That original order was for a team uniform, at a cost of well over $200, preventing my son from playing in a tournament because he was without a uniform. Months to get a team uniform. Now this. How is that acceptable to do business to have a customer's order take close to 8 months to fulfill. I've called customer service, they just repeat that they are working on the order and keep pushing it back. They don't do anything to correct it. No expedited shipping on their cost, no discount or partial refund to my order because they messed up and delayed. Nothing. I want this review in public so that others see the actual business dealings of this company and take their business elsewhere.

  

  Business Response

  Date: 09/25/2023

  SOCCER.COM values our customers and our commitment to customer service is a top priority. It is extremely disappointing when we fail to achieve this goal as in this customers situation.  This response is not what we want to receive from our customers.  We continually work with our vendors and staff to improve the quality of service and merchandise. We are sincerely sorry for the issues incurred, understand the urgency in receiving items in a timely manner and the importance of having the proper gear and equipment required for the sport. 
  Our customer placed her initial order *********** on 07/26 with an estimated ship date of 08/17.  During this timeframe, shipping delays were experienced which caused us not to get orders out as planned.  The customer did reach out to us regarding this issue.  The order was placed on our priority list and the shipping was upgraded to Standard Overnight.  The order shipped on 08/30 with delivery on 08/31. Again, we do apologize for the lack of communication.   Her second order (*********) was placed on 08/14 with an estimated ship date of 09/26. Backpack was on backorder at the time of order placement.  Unfortunately, due to vendor issues, the estimated arrival date changed to 02/2024.  Backorder dates are subject to change and our ********************* was notified of the issue to verify this was accurate information.  Our customer requested that the order be canceled which we did due to the long wait time.
  SOCCER.COMs goal is for 100% customer satisfaction. We are extremely saddened and disappointed for the inconvenience experienced by our customer.  We work continually with our staff and vendors to improve our training and processes so these situations will not occur.  We would like to offer an additional refund of her customization and shipping charges in the amount of $41.99 as our gesture for the inconvenience incurred.

  Customer Answer

  Date: 09/25/2023

   
  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,
  
  ***************************