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:10/28/2024

  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.

  Ordered uniforms for second year in a row. Season is now over and still havent received a required jersey. Rest of the order was only fulfilled halfway through the season. There has been zero contact by the company and upon contacting them it takes several weeks for a response to generate saying they are working on fulfilling the order. This is the second year dealing with the same exact issue.

  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 on the order are expected to ship by 11/1. Once the item ships the customer will receive a new tracking number. If there is anything else, we can help with please let us know.

• Initial Complaint

  Date:10/28/2024

  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 have paid for goods several months ago. Company cannot deliver products in timely manner and items were needed for specific dates of soccer play. I have not received that item, have contacted customer service repeatedly with the only avenue they provide which is email. It takes them longer than a week to respond. They will not speak to you by phone. They cannot tell me correct shipping dates nor will they provide a refund. We are 4 mo the past order date, I have not received the product and the last email received just states they are not giving refunds at this time. They are horrible. I only want my item or my money back.

  Business Response

  Date: 10/28/2024

  To Whom It May Concern,

  Kindly note that according to our records the customer's order has shipped in full. We will create a replacement order free of charge for whichever items the customer is missing. Once the replacement order ships the customer will receive a new 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:

   This company has most certainly NOT filled my order. I have been emailing them since September to try to get the remainder of my order. They update shipping but nothing comes.I have sent copies of the receipt and I have sent numerous requests for refunds but I get a response that they arent giving them. I did attach that photo with that response. Who does that? The last photo is the latest email I have sent with no response from company to date. I included my receipt and the item not received. They are not being honest nor are they telling the truth 

   

   

   

   

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

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

  Business Response

  Date: 11/12/2024

  To whom it may concern,

  Kindly note that according to our records the customers original order has shipped in full. The customer has advised ius that an item is missing, and we have created a replacement order free of charge. That replacement order is expected to ship next week. Once the replacement order ships the customer will receive an new tracking number. If there is anything else we can help with please let us know.

• Initial Complaint

  Date:10/25/2024

  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.

  On 8/22/24 I ordered a soccer uniform for my sons Fall recreational soccer season. The total charge was $101.79 including tax and shipping. Capelli Sport stated that it would be shipped within 4-5 weeks. We never received the uniform and the season is over so we no longer have a use for it. I emailed Capellis customer service on 10/23 requesting a full refund since they did not meet their stated commitment of shipping my order within 4-5 weeks. They are refusing to issue a refund. They state that the order is in production but it has not shipped yet. I believe they should stop production and issue the refund. Since it wasnt received timely, we have no use for the uniform and do not want it shipped to us. I simply would like my money back.

  Business Response

  Date: 10/28/2024

  To whom it may concern,

  Unfortunately, we experienced a delay with the customer's order. The items have recently come off backorder. The customer's order is expected to ship the end of next week 11/8. Once the order ships the customer will receive a **** tracking number. If there is anything else, we can help with please let us know.

  Customer Answer

  Date: 10/29/2024

  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:

  Even if they shipped it now, the product is useless to me since it was not shipped within the stated timeframe. This was a soccer uniform for my son and his season is now over.  Desired resolution is for a full refund since they did not meet their delivery obligation.

   

   

   

   

  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, the order has shipped with a **** tracking number of **********************. We would like to offer the customer a $25 coupon code to be used on their next purchase on either their clubs 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 have determined that my complaint has NOT been resolved because:

  I refused delivery of this package and the merchandise is being returned unopened to Capelli. Please see the attachment for confirmation. They did not meet their stated shipping commitment of 4-5 weeks from the order date, therefore I am not obligated to pay for the order. The uniform that I ordered is completely useless to us now because of their inability to deliver within their stated shipping commitment. I will not accept the product or any replacement products. The only acceptable resolution is a full refund. 

   

   

   

   

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

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

• Initial Complaint

  Date:10/21/2024

  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.

  We signed our daughter up to play through an organization that uses Capelli Sports to order their soccer gear. Tryouts were at the begging of June, shortly after making the team we placed an order with Capelli Sports at the June 14th, 2024. The promise shipping time was 4-5 weeks. We haven't heard a word until the organization that my child plays for sends a message from Capelli stating that ********** was in civil unrest on August 2, 2024 and to be Patient as they were doing their best. We were provided practice jerseys through the organization. We didn't hear another word from Capelli since. We reached out several times asking the status of our daughter's $540.31 order. At this point the season is almost over, leaving two games. It wasn't until I sent a message demanding a refund that we all of a sudden had a shipping date October 3rd with the date delivered October 7th. Meanwhile I have contacted this company daily several times a day by messages and emails with only one call back with the promise to call me back with an answer. I am more than frustrated as my child hasn't had the uniforms that were paid for 115 days before delivered.

  Business Response

  Date: 10/22/2024

  To whom it may concern,

  Kindly note that we have fully shipped the customer's order, the last package had a tracking number of *********************** We have advised the customer they may return the entire order for a refund and we will provide a return label for them so they can send the order back to us.
  
  If there is anything else, we can help with please let us know.

  Customer Answer

  Date: 10/29/2024

  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]

   

  Capelli has not provided a return shipping label. Through several emails the company has agreed to take back the entire order for a full refund. I have sent several messages asking how the refund was going to be processed due to the fact that the credit card number was a one time use card number. To which I havent received a response. I email and call several times a day and only receive a reply from different employees every 4 days. The only thing Capelli has done per their response to the complaint is agree to issue a full refund and give me the shipping address. No return label had been issued. I have asked multiple times for a phone call or bear minimum a direct answer to the questions in my email.  

   

   

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

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

  Business Response

  Date: 10/31/2024

  To whom it may concern,

  Kindly note that we have advised the customer they may return all items for a refund. We will be sending a check for the refund because we are unable to process the refund through our system. If there is anything else we can help with please let us know.

• Initial Complaint

  Date:10/19/2024

  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.

  This company has received payments from multiple customers and has yet to deliver on the orders that were placed. I have read multiple complaints of which your organization has closed. This raises concern with the integrity of the BBB and the manner that you handle complaints. This company has made it near impossible to contact them and has a strong reputation of unresolved issues. Many complaints are responded to with vague, open-ended non answers, or blamed on the delivery company. It would be nice if the BBB actually resolved the issues and the companies that were paid were made to hold up to their responsibilities. In my opinion, this company should resolve all of their unfulfilled orders and be heavily scrutinized from here on, although, with the effort they put in to making it impossible to reach them, the BBB might even have a difficult time with that.

  Business Response

  Date: 10/21/2024

  To whom it may concern,

  Kindly note that we have partially shipped the customer's order. There is one item pending shipment and our fulfillment center has advised that the remaining item is expected to ship by the end of the week. Once the remaining item ships the custome will receive a new tracking #.

  If there is anything else, we can help with please let us know.

  Customer Answer

  Date: 10/28/2024

  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]

   

   Items were still not shipped 

   

   

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

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

  Business Response

  Date: 10/31/2024

  to whom it may concern,

  Kindly note the customer has informed us that they are missing items, when all items are marked as shipped on our end. We have created a replacement order free of charge for the missing items. Once the replacement order ships the customer will receive a new tracking number.

  Customer Answer

  Date: 11/12/2024

  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 company has yet to provide the items I ordered or any shipping information.

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

• Initial Complaint

  Date:10/18/2024

  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.

  I have multiple orders totaling over $1000 in uniforms with Capelli and orders were placed in June and July and were supposed to be received by 8/8 then by end of August then by 9/7 then on and on and on . Also have sent many emails asking for updates on my stuff. Sometimes they respond with another generic itll come next week which has been being said for almost a month now and then many have also gone unresponded to. I would like my uniforms, hoodies, etc to be delivered.

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Capelli Sport has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:10/16/2024

  Type:Order 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.

  Company advertise 4-5 weeks delivery. The reality is 3 months wait !!! Season already started. Website forcing you to buy items you don't need to complete an order. Very poor customer service. Also, Company send 3 months after ONLY partial items. MOST ITEMS ARE MISSING ! Easy to take money from people. ***** ! WHERE ARE THE UNIFORMS ??????? More than $600 Order !!!! SHAME !!!!!!! No ability to return item if wrong size...(If you want you'll probably wait another 3 months for partial shipment ?! ) POOOOR SERVICE ! Huge regret !

  Business Response

  Date: 10/21/2024

  To whom it may concern,

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

  Business Response

  Date: 10/23/2024

  Kindly note that we have fully shipped 1 of the customer's order and partially shipped the other customers' order. The pending items are expected to ship by the end of the week. If the customer received incorrect printing on the backpack then we will create a replacement, however we had not been previously notified that the backpack was received incorrectly.

• Initial Complaint

  Date:10/14/2024

  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 this order on July 17 and so far has not been delivered. The soccer season started 3 months ago and the boys have no uniform. This is unacceptable.

  Business Response

  Date: 10/31/2024

  To whom it may concern,

  Unfortunately, we experienced a delay with the customer's order. The remaining items on the customer's order has shipped. The **** tracking number is **********************. If there is anything else we can help with please let us know.        

• Initial Complaint

  Date:10/12/2024

  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.

  Placed an order on 6/26/24 for a soccer uniform kit for my daughter's team uniform that included multiple items with Capelli. Received a confirmation email stating the order would ship within 4-5 weeks "from the day you place the order." Order #*******, cost was $243.67. I have not received any of the ordered items and today is 10/12/24. Capelli engages in dishonest business practices. They never contacted me to explain the delay or to offer me a refund or to provide an accurate, revised shipment date. They sent me a false email on 8/5/24 stating that they were sending a partial shipment of my order. However, when I clicked on the **** tracker in that email it stated only that Capelli had printed a label. They had not dropped off packages to ****. I did not receive anything. I followed up with their customer service on 9/14/24, submitting a complaint via their website because that is the only way to contact them. I received a replies from their customer service on 9/18/24 advising me that they were closing my ticket and that I would receive the order within a week.

  Business Response

  Date: 10/28/2024

  To whom it may concern,

  Kindly note that according to our records the customer's order has shipped in full. We have gone ahead and created a replacement order free of charge to the customer for the missing items. Once that replacement order ships the customer we will receive a new tracking number. If there is anything else, we can help with please let us know.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair 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.

  I ordered 3 soccer kits on 8/21/24, totaling more than $250. I was told the order would ship in 4-5 weeks. Reached out to customer service at the 5 week ***** 9/27 and heard back on 10/1 saying they were checking with fulfillment and would get back to me within two days. I heard nothing more from them except to say my ticket was closed because the order shipped. I received three partial kits, meaning none of my children can actually play in their tournament next week because none of them have a full uniform. **************** responses were all caned AI responses and they refused to provide a phone number to speak with someone. Our club *** even tried to reach out twice, as many in the club are missing pieces and hasnt heard anything in over a week.

  Business Response

  Date: 10/12/2024

  To whom it may concern,

  Unfortunately, we experienced a delay with the customer's order. The order has been partially shipped with a **** tracking number of **********************. The remaining items have recently come off backorder and are expected to ship by 10/19.Once the remaining items ship the customer will receive a new tracking number.

  If there is anything else, we can help with please let us know.

  Customer Answer

  Date: 10/25/2024

  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:
  

  
  

  I do not accept the company’s response. It is now 10/24/24 and the remaining items have not shipped, even though the company stated they would ship by 10/19. At this point I am requesting a full refund from the company as all three of my children were without a complete kit for the entire fall season. 
  

  
  

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