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:02/04/2025

  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.

  This company promises to deliver within 5 weeks. Many times, they do Not deliver within 5 weeks. If you wanted to cancel the order due to delay in shipment, many times, customer service do not respond to emails. Emailing is the only way to contact them. They charge you the full amount when you place the order, and many times they dont refund you when your entire order isnt delivered. This is theft .Because they charge you up front, you have no recourse with a credit card company to dispute the full Amount of the charge or dispute a portion. They do not notify you many times when there is a delay. Thus, they are not following the law by giving customers an Opportunity to cancel for delays in orders. This company (which does business not only in the ** but a few other countries is violating many Consumer protection laws. Notably, one law is unfair deceptive abusive acts and practices. ********************* uses Capelli to purchase Required uniforms. Capelli promised the head of my ****************** that 50% refund will be provided for any items delivered Past the 5 week mandatory delivery window. Capelli Did not directly inform me (who paid for the uniforms )nor likely other parents of a delay. Capelli failed to provide me an Opportunity to cancel and failed to provide the full amount of the 50% refund. I dont know how customers can fairly deal with a company that doesnt respond to most emails. This company has the means to address customers concerns. They are not a small business but rather taking advantage of parents who are required to purchase uniforms for their children to participate in a *************. Reading other similar complaints lhere and on Reddit, it seems clear that most parents have the same complaint.

  Business Response

  Date: 02/06/2025

  To whom it may concern,

  Kindly note that per our agreement with the club only certain items on the order were eligible for a 50% refund. The refund has been processed for the applicable items. If there is anything else we can assist with please let us know.

• Initial Complaint

  Date:01/30/2025

  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.

  Exceeded shipping expectation time. Season has already started and still no uniform. It wasnt until I reached out that they shared not having the size I needed. Had to size up and original email said item would ship this week. Contacted them, they changed to end of the week which means we are another week behind and still wont have the correct size also no proper complaint department. I wont be satisfied until item is shipped and expedited. Very Poor communication

  Business Response

  Date: 01/30/2025

  To whom it may concern,

  Unfortunately, we experienced a delay with 2 items on the customer's order. We reached out to the customer and offered the customer an alternate size or if they would like to wait for the original size to come back into stock. They elected for the alternate size, and we advised them that the order will be shipped this week with the alternate size. The order is still expected to ship by tomorrow. If there is anything else, we can help with please let us know.

• Initial Complaint

  Date:12/04/2024

  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.

  A soccer uniform "kit" was ordered on June 23rd, 2024. We were to allow 6-8 weeks for shipment of these items. On September 3rd, 2024, we received a partial shipment of the 2 jerseys and 2 shorts. Our team only wore their uniforms for the last 2 games due to this company's inconsistancies with shipments for all our players. Since then, we have not received any more of the remaining items which include: Grey training jersey, red training jersey, black socks, red socks, performance tights, performance top, white windbreaker, white tank top and a grey hoodie. It has been more than 5 months since the order was placed. I have emailed (only way to contact customer service) on 3 different occasions requesting a refund and the reply I get is they are very sorry for the delay and they are checking on it at their fullfillment warehouse. I simply want a refund for the merchandise that we never received (a little over $300). Unlike some companies who charge your card as the items are shipped, Capelli charged my husbands credit card all up front.

  Business Response

  Date: 12/19/2024

  To whom it may concern,

  Unfortunately, we experienced a delay with the customer's order. Our fulfillment center has advised that the order is expected to ship by 12/27. Once it ships the customer will receive a **** tracking number. If there is anything else that we can help with please let us know.

• Initial Complaint

  Date:11/22/2024

  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.

  I ordered soccer uniforms for my children on June 25. Capellis email stated that they would provide the uniforms within 4-5 weeks. By the start of the soccer season, no uniforms had arrived. I emailed and got no resolution, multiple times. I requested to cancel the order since the season was already underway and a refund. Now that the soccer season has ended, they have updated my order status and report that the uniforms are being shipped. I have requested a refund and they have refused, the marked my help ticket resolved without resolving the issue.

  Business Response

  Date: 11/25/2024

  To whom it may concern,

  
  Unfortunately, we experienced a delay with the customers order. Our fulfillment center has advised that the order has shipped. Please see the below tracking #. If there is anything else we can help with please let us know.

  **********************         
  
  **********************      
  
  

   

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Soccer uniforms were ordered based on my childs size during this Fall 2024 soccer season. When I ordered in June, there was plenty of time for the uniforms to arrive by the August season start date, based on the companys 4-5 week timeline. The order was so delayed that it has now shipped after the season has already finished, making the uniforms useless. I wrote to the company during the season and would have gladly cancelled the order earlier if I had known it would be this delayed, but did not receive any response to my emails.

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

  Business Response

  Date: 12/23/2024

  To whom it may concern,

  Kindly note that we are unable to offer a refund to the club because we are only the uniform provider. Unfortunately, we are not offering refunds for uniforms at this time. However, we can change the coupon code to a ************************** coupon code where the customer may select from additional product lines and non-club specific items.

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Your previous offer was unclear. To clarify what I will accept, I am requesting a refund, not a credit from this vendor.
  

  I am aware of several other ********************* families who have already received refunds (not credits) from Capelli due to not receiving uniforms in time for this season. Capellis order email on June ********************************** 4-5 weeks and we received the uniforms on November 29, more than 22 weeks later. The season ended and I do not know if my children will play soccer again next year, nor if they will fit in these uniforms next season, making these items useless. There is documentation of at least 112 other Land Park Soccer families in a similar position. You failed us, and now you wont make it right. 

  I request a refund and am happy to return the terribly late, useless uniforms back to your company.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/09/2024

  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.

  I placed an order on 8-2-24 for 3 jerseys for my sons competitive soccer team. I received 1 jersey on 9-23-24 . I received a 2nd shipment on 9-28-24 for incorrect items. I immediately emailed customer support to let them know of the mistake so it could be corrected quickly. there was communication including me sending photos of the incorrect shipment etc. on October 11th i was told via email that my order was being corrected and i would receive a new email once shipped. I emailed again on oct 23rd as there is no phone number to call to speak to ANYONE! I was told via email Good Morning, Thank you for contacting Capelli Sport ***************** We sincerely apologize for the continued delay with your order. We are currently checking with our fulfillment center regarding your replacement order and will provide you with an update within the next 7-10 business daysNow here we are on 11-10-24 with no order updates and still missing two items from my order that totaled ****** We have a state league game that my son may not get to participate in as he doesnt have his full uniform that will fit. I want and still need this order but I would also like a full reimbursement . Please help.

  Business Response

  Date: 11/25/2024

  To whom it may concern,

  Kindly note that according to our records the customers original order has shipped in full. The customer advised us that they were missing items from the order and we created a replacement order free of charge. That replacement order is expected to ship by 12/4. Once it ship the customer will receive a new tracking number.

• Initial Complaint

  Date:11/01/2024

  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.

  Order was placed on 6/12/024. Received most of order by Early August. Did not receive the Womens white Jersey until season was over, in Mid. October. Still have not received the correct white socks. 2xs, they have sent the incorrect white socks. Being items took 20 weeks to ship, they sre mo longer needed. Company refuses to refund items they could jot fufill in a timely *****.

  Business Response

  Date: 11/04/2024

  To Whom it may concern,

  Kindly note that we will process the refund for the missing items today 11/4. The customer can expect the refund to show in their account within 3 to 5 business days.

  Customer Answer

  Date: 11/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:10/30/2024

  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 placed and paid for an order 9/2/24. It still has not shipped. They do not adequately respond to inquiries or answer the phone. I was told last week that it would ship by the end of the week and it has not. Email promised at time of order it would ship 4-5 weeks. I contacted them at 6 and we are now near 8 weeks

  Business Response

  Date: 10/31/2024

  To Whom it may concern,

  Unfortunately, the item on the customer's order is currently on backorder. Our team has advised that the order is expected to ship by 11/22. Once it ships the customer will receive a **** tracking number.

• Initial Complaint

  Date:10/28/2024

  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.

  We placed a soccer uniform order with Capelli in June totaling hundreds of dollars. We have received only a portion of our order and everytime I reach out to Capelli I am being told the remaining items are being shipped, but it never does. It has been over 4 months and I still do not have my order. I told the company that I would like a refund for my order and was just told today that a refund is not possible. I have been very patient, but I am done asking for an order that is not coming and am baffled that I cannot get a refund.

  Business Response

  Date: 11/12/2024

  To whom it may concern,

  Kindly note that we have partially shipped the customer's order. Unfortunately, we experienced a delay with the remaining items on the order. Our fulfillment center has advised that the remaining items are expected to ship by 11/22. Once they ship the customer will receive a new **** tracking number.

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has never communicated an 11/22 ship date, they just keep apologizing stating that it will ship shortly.  I ordered these items in June for a soccer season that goes from Aug-Nov. I have asked for a partial refund for the items that I have not recieved (bag, socks, and two soccer uniforms) seeing that are season is now over and I have been told that a refund is not possible.  We were understanding with shipping delays up to a point, but the season is now over and so getting the uniforms now is too late.  It is absurd to me that an order placed in June and still not fully received by mid November cannot be refunded.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/15/2024

  To whom it may concern,

  Unfortunately, we are not offering refunds at this time, however for the delay and inconvenience we would like to offer the customer a $150 coupon code to either their clubs team shop or **************************. If the customer accpets we will send over the appropriate coupon code. 

  Customer Answer

  Date: 11/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  On 6/23/24 I placed two orders for uniforms and bag for the upcoming soccer season (began in August). After the 5 week **** i attempted to contact customer service to inquire about the status. I eventually received a partial delivery of the items from order ******. A few weeks later i received the complete order for ******. I have sent an email almost weekly to customer service for the remaining items from order ****** and never receive any update on the status. Ive asked if the items are out of stock permanently with no reply. The uniforms are required by the league and without having them my child can be forbidden to play. WE NEED THE PRODUCT.

  Business Response

  Date: 11/12/2024

  To whom it may concern,

  Kindly note that we have partially shipped the customer's order. Unfortunately, we experienced a delay with the remaining items. Our fulfillment center has advised that the remaining items are expected to ship by the end of next week 11/22. Once the items ship the customer will receive a **** tracking number.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My issue will not be resolved until I receive the product. I have been promised many dates as you can see in the attached documents that my order will be fulfilled. And as for them saying that they were having fulfillment issues due to low product, other teammates and club members have ordered the same items, specifically the backpack which is not a size issue, and receive their orders nearly immediately whereas I have been waiting since June 23 for a backpack and pair of shorts. This is ridiculous ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/15/2024

  To whom it may concern,

  Kindly note that we are still on track for the order to ship by 11/22. For the delay and inconvenience the customer has experienced we would like to offer them a $75 coupon code to either their team shop or ************************** If the customer accepts we will send over the appropriate code. 

  Customer Answer

  Date: 11/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Our soccer program switched vendors and we were required to purchase uniforms from Capelli Sport. On July 19, 2024 I placed an online order (order #*******) for three soccer uniform kits. I paid a total of $490.34. The confirmation indicated that orders would be received within 4-5 weeks. I contacted the company on multiple occasions because I hadn't received any of the 16 items I paid for. They eventually responded and marked my ticket as "resolved", however they only shipped 4 items. The majority of our organization experienced the same lack of customer service and order fulfilment. We received an email from the CEO apologizing and indicating that all remaining orders would ship no later than October 11th. It is October 27th and I still have not received my remaining 12 items. My daughter's season is over, and my sons play their last game next weekend.

  Business Response

  Date: 10/28/2024

  To whom it may concern,

  Kindly note that we have partially shipped the customer's order. Our fulfillment center has advised that the remaining items are expected to ship by 11/1. Once they are shipped the customer will receive a **** tracking number. If there is anything else we can help with please let us know.

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This response is not accurate, as their customer service just emailed me that they are "expecting" my items to ship around 11/8. Also, it does not acknowledge my request for a refund.  Our soccer season has now ended. I paid nearly $500 for products in July. I will allegedly receive them in November...unacceptable.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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