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:12/13/2023

  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 order #**** on the company's website on December 1st, 2023. One of the items was a basic white hoodie with a school's hockey name on it. The description of the item on the site said basic white, but when I received the item, it was more of a light gray. I called the company to address my concern and was hoping for a resolution, but I was told that the basic white wasn't available for this particular sweatshirt and only white smoke was the available color. I said when I placed the order, I specifically chose basic white. I was told that I was wrong and this was the only color. The site's description is misleading and is basically false advertising. I would like a refund and an apology for the misleading/false information on the company's site.

  Business Response

  Date: 12/13/2023

  ***** called on 12/12 and displayed inappropriate and aggressive behavior to our team member on the phone. 
  We were not able to even talk to ***** or get a word in. ***** stated that "This is b*llsh**" and then yelled aggressively before endin "f*** you" and then hanging up. ***** did not allow us to work through the issue, he did not ask for a refund or a remake.. he only yelled and swore. **************** is the most important thing to us, truly. It was a one-sided reprimand.
  After the phone call, we reached out to the store owner to talk about the product color. We discussed the way he acted on the phone and it was decided we would change the product color to pure white. This would prevent any other potential confusion for customers.
  When the order was placed, the product description stated the color "white smoke" which was also depicted in the photo mockups of the product. We have sold this product many times, both this season and last year.
  We put the listings on the web stores we offer per our contact that picks them.
  White smoke is a shade off white and is a popular choice as it's soft in color and stays cleaner than plain white. 
  ***** did not ask for a remake or a refund when he called.  Had he simply expressed his disappointment in the color of the sweatshirt and asked what options were available, we would have been happy to help him. Sadly, this was not the case or what happened.
  Our remedy to the experience was to reach out to the store owner, discuss the incident and do our best to prevent anyone else from this experience. We care about our customer experience more than anything.
  We do not, however, respond to threats, vulgar and inappropriate language or bullying. I feel this customer is being slanderous and uses violence and aggressive behavior to make people feel bad.
  Had he approached us with a regular, respectful manner. We would have been happy to help him. 

  Customer Answer

  Date: 12/13/2023

   I am rejecting this response because:  I was the one who could not get a word in edgewise.  The representative I spoke with kept talking over me and told me repeatedly I was wrong.  I did mishandle myself, but considering the circumstance where I couldn't voice my thoughts or opinions, I feel that anyone would've gotten angry in this situation.  If the company feels the way they do and wants to conduct their business by misleading their customers with false advertising, then so be it.  Maybe in the future when they display their items they shouldn't use verbiage like "Basic White" when THE ACTUAL PRODUCT is "White ************* I honestly believe anyone else would agree with me in this situation.  I'm inclined to agree with the business on their stance, however, then we'd both be wrong.  I'll chalk this up as a ****** learned and never do business with this company again and make sure any family or friends avoid them as well, so they don't have the same frustrating experience as I did.  Word of mouth can be a powerful tool.
  
  
  

  Business Response

  Date: 12/14/2023

  Although we do appreciate *****'s acknowledgment of the language and behavior used with our team member, the last bit of his message is still threatening and agressive. It implies that his word is very powerful and he will use it to slander our business name if he is not given what he wants. 
  I would also like to point out ***** left a mean reply on the product listing and is also seeking a $92 refund from us despite the product only costing $40. 
   
  Due to the nature of his actions, the threats of slander and the way our team member was treated - this is the last response that will be provided to this. 
  
  I will once again state that customer service and experience is our number one priority (outside of serving our community) However, we will not be bullied, threatened or mistreated by our customers. Providing a safe space for our team members is equally as important. Mental health is a really big deal, especially this time of year. We will not allow our team to be treated that way. Here or anywhere else, people do not come to work to be treated in that manner. It takes very little to just be nice and treat people well.

  Again, if ***** would have used conversation to explain his experience, we have policies in place to ensure customer happiness. Our team member didn't have the opportunity to even talk he was treated so poorly, because of that we will not be working with ***** any longer.