Complaints
This profile includes complaints for Super Casuals's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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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:05/13/2025
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 returned the order ****** on April 3, now we're on May 13. Despite sending countless emails to them, I never got a reply. On April 24, I got an email from Julie and there she mentioned about an issue with the carrier & that I should get an update afterwards in a few business days. I have received no updates ever since. No replies to the emails, nothing. I can't tell if they're bankrupt or shut their service down.
Business Response
Date: 05/14/2025
On 4/21, the consumer, reached out to us regarding his return. We reviewed the tracking information and noticed that *** delivered the package to ******. We filed a lost package investigation through ***, on the consumer's behalf, which usually takes 8 business days. The package was then reclaimed by *** and delivered to our store on 4/29, to which we processed the refund according to the packing slip. According to our return policy, if you request a refund, the return label cost of $12.95 will be deducted. If the consumer requests a store credit, the full merchandise total will be converted to an electronic code which can be applied to future purchases. The consumer selected "refund" for his return. The refund of $95.96 was processed and an email was issued regarding the return. Email copied in below.Super Casuals Order No. ******James,Returned: 2 Loose Fit Heavyweight Short Sleeve Pocket T-Shirt Bluestone Large-Tall [K87irr] 2 Loose Fit Heavyweight Short Sleeve Pocket T-Shirt Tropical Peach Large - Reg [K87irr] 2 Loose Fit Heavyweight Short Sleeve Pocket T-Shirt Rust Heather Large - Reg [K87irr] 2 Loose Fit Heavyweight Short Sleeve Pocket T-Shirt Bittersweet Large - Reg [K87irr] 1 Loose Fit Heavyweight Short Sleeve Pocket T-Shirt White Large - Reg [K87]Your credit card has been credited $95.96 on 04/29/25.Refunds to credit or debit cards can take up to 10 days depending on the card company. If the card you paid with is closed or invalid, the money will still be refunded to your credit card account.Initial Complaint
Date:11/16/2023
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.
11/5/23 placed an order and did not receive anything. They will not accept a phone call and will not answer an email.Business Response
Date: 11/17/2023
Most of our communication is done through email because our employees are doing multiple jobs and not sitting a desks. The downside is that some emails will go into spams folders both from incoming customer emails and our outgoing responses. We always strive for excellent customer service, as we know how it feels to be the customer, but sometimes we fall short of perfection.
We did review the order in question and see UPS activated the tracking number on 11/16, which is set to deliver on 11/21. The order was processed through our store on 11/6, so the customer is correct that it something was wrong. Once an order leaves our store, it's in the hands of UPS.
The information has been resent to the customer, along with the estimated delivery date given by UPS.
Initial Complaint
Date:08/26/2022
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 order on 7-26-2022 #******,its 8-26-2022 and still didn't receive my item and absolutely no respond to my email.Business Response
Date: 09/09/2022
The customer has every right to be upset. We were unaware their order was delayed at the manufacturer, until this notification. The same day, we contacted the manufacturer, forced a new order through and it was delivered on 8/31/2022. Our correspondence to the original email was blocked by the email provider, to which we should have called the customer. This has since been resolved by replacing the employee and creating a new policy in handling bounced emails. A phone call was made to the customer on 9/3 to verify the delivery and our phone number was left for any further issues. We have not heard from the customer, so we have closed the order as completed.
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