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Business Profile

Clothing

Capelli New York

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/04/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 for my son's soccer gear on May 20th, 16 items in total. I received 4 of those items in June. However, I still have not received the remaining items which are detailed as the "Products to be shipped" in the attachment. I have emailed Capelli customer service at least 18 times since early July with no meaningful response. It has now been over 4 months since I placed my order. I need help receiving my remaining items which I ordered and paid for in May.

    Customer Answer

    Date: 10/29/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Capelli New York has been resolved.

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


    Sincerely,

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

  • Initial Complaint

    Date:10/04/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 a complete soccer kit for my daughter from Capelli, the order was placed on 5/28/24. Confirmation email stated the order will be shipped within 4-5 weeks from the day I placed the order. Total price I paid was $656.05. 16 items. On 6/28, a partial order was shipped including 3 pairs of socks and 1 jersey. The jersey was blank and had to email customer service to send correct jersey with logo and number to be added. This was corrected swiftly. On 8/14/24, I requested an update to the remaining 11 items, including 3 sets of game uniforms, practice gear and cold weather clothing. On 8/15, I received a response that my order was shipped and provided a tracking #. This tracking number label was created on 7/8/24. The order is still in possession of Capelli. Emailed customer service on 8/15 with concerns something is wrong with the order. Received a response on 8/17/24 and said the order is being worked on. Sent another email on 8/19/24 and 8/20/24. Received a response on 08/22/24 that my order will be delivered by 8/26/24. I emailed again on 8/27/24 that order was not delivered. I also received an email on 8/24/24 that my order will be shipped on 9/12. Sent another email on 9/12/24 that the order has still not been shipped, requested an update. Sent another follow up email on 9/25/24. On 9/7/24 I was advised my order will be delivered by 9/20/24. I received another email on 9/16/24 that repeated a delivery date of 9/20/24. I followed up on 9/21/24, received an email response on 9/28 that my order will be shipped on 10/4/24. Its now been 18 weeks since this order has been placed. Im still missing 11 of the items. My daughter is the only one on the team without her uniforms. We are having to borrow uniforms from the previous years that dont match. This has been very frustrating and has spent a lot of money and the season is already two months in and still do not have uniforms. I am not able to call anyone, email only.

  • Initial Complaint

    Date:10/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 July 16, 2024 we placed our sons uniform order for ***. We received an email stating that orders will take 4-6 weeks. It is now October 1, *************************************************************** for someone to respond to our emails not a bot that just keeps replying. ON September 17, 2024 we received a partial order of 2 shorts the back pack and 2 pair of socks. When we received a shipment confirmation they stated they sent out shorts, sweater, socks and 1 training shirt for the partial order. When we received the package there was no sweater no training shirt and on top of that we received the wrong short size we ordered youth XL and we got womens xs shorts, my son tried them on fit him way too small. We tried contacting Capelli after this to resolve our issue. We are still waiting. This has been complete stressful and frustrating.

  • Initial Complaint

    Date:08/27/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered my kids team jersey though CapelliSports on July 11th and expected date of delivery at time of order was 4-5 weeks and nothing is delivered even after 7 weeks. No proper response on delivery date.Order #*******

    Customer Answer

    Date: 09/21/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Capelli New York has been resolved.

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


    Sincerely,

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

  • Initial Complaint

    Date:11/30/2023

    Type:Order Issues
    Status:
    Answered
    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 6/26/23, I placed an order for my daughter's soccer kit with the expectation set by Capelli that orders would be sent within 5 weeks. On 7/21/23, I emailed asking the status every week until finally the order was shipped 8/28/23. When I received the order, the 3 game jersies were missing the league badge on the sleeve. I reached out 9/16/23 requesting Capelli to either send me the 3 patches so I could add them myself (easy enough) or they could send corrected jersies. A few weeks later they finally replied asking for pictures of the missing patches, which I provided. I heard nothing after sending those pictures several times so I followed up on 10/8, 10/20, 10/24, 11/2 and 11/7. On 11/15, I was told they were working with the fulfilment center and would send the tracking number. I've still not seen a tracking number. They said to allow 2 weeks plus 1-3 days for shipping but as that timeframe comes to an end, it's unlikely I'll see a resolve. They also said they've marked their ticket 'solved' as of 11/22 even though this remains to be resolved.

    Business Response

    Date: 12/04/2023

    To Whom It May **************************** we experienced a delay with the customers replacement order, the replacement order is expected to ship by 12/15. Once the replacement order ships the customer will receive a **** tracking number.

  • Initial Complaint

    Date:10/31/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 July 9, 2023, that included a full soccer kit, bag, and 4 hooded sweatshirts. On August 4, 2023, the soccer kit and bag portion shipped, but not the 4 hooded sweatshirts. This has been in the status of partially shipped since that date, and there have been no updates since. I have called Capelli and either left VMs that go unreturned or do not go through. I have also contacted the company by email with no response back. Since we are now almost at completion of the fall soccer season, I am requesting my order either be shipped in full within 14 business days, or my money back. This is the worst customer service I have experienced from a retailer ever.

  • Initial Complaint

    Date:10/30/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 29th, 2023, I purchased three field player kits, a goalkeeper kit, and various training items for my son, whose club is contracted with Capelli. Upon purchase, I was told items would ship within 5 weeks. Five weeks came and I got no shipping update, so I emailed and asked for an update. After several pings around from various reps, I was sent a link to re-order everything and my ticket was marked as closed. I was not refunded so I escalated and asked them to fulfill the order. I then involved my club in the proceedings. I was told that items would ship by the end of August. Items were never shipped. I have been back and forth with various reps from Capelli and they are all "looking into it" without actually offering any resolution. As of today, Oct 28 2023, it has been four months and my son now has games in less than three weeks. Capelli has nearly $650 of my money that at this point I believe they are fraudulently holding. Give me my product, a refund, or really at this point it should be both.

    Customer Answer

    Date: 11/11/2023

    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 and the matter has been resolved. The company reached out to me directly and has provided both product and refund.

    Sincerely,

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



     

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 back on July 18th and we have still not received my sons soccer uniform. We are almost half way through the fall soccer season. I have attempted to contact Capelli on multiple occasions but I get no response back except for an automated email. This is no way to run a business.

  • Initial Complaint

    Date:09/29/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Date of the transaction: 5/30/2023. The amount of money I paid the business: $312.01 What the business committed to provide you: 2 of SHORT SLEEVE TRAINING JERSEY NEON YELLOW BLACK1 of MATCH SHORTS BLACK WHITE 1 of MATCH SHORTS BLACK WHITE 2 of MATCH SOCKS BLACK WHITE1 of ***** ALL WEATHER JACKET NAVY WHITE 1 of UPTOWN TRAINING PANTS NAVY WHITEWhat the nature of dispute is: The ***** ALL WEATHER JACKET NAVY WHITE was never shipped even though Capelli closed the order and claimed it was shipped. When I asked order support and patiently wait 5-7 business days, there was no response.Whether or not the business has tried to resolve the problem: no.Account/order/tracking number: #******

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 for my daughters uniform for soccer. The website claims to ship out within 3 to 4 weeks of the order being placed. I have reached out 4 times by email and have tried calling numerous times with no such luck. I keep checking the website for an update on my order and it just keeps stating "Awaiting Fulfilment" since I have placed the order. It is now been 2 months since I have placed my order with no update regarding my product. They had no problem taking the money from my account for this purchase, but have failed on delivery. My order number is ******. I would greatly appreciate the products that I have purchased but have yet to receive.

    Business Response

    Date: 09/30/2023

    To Whom It May ***************************** we experienced a delay with the customer's order. According to our fulfillment center the customer's order shipped in full on 9/27. The customer received a tracking number when the package shipped.

    Customer Answer

    Date: 10/03/2023

    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 and the matter has been resolved.

    Sincerely,

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



     

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