Clothing
Capelli New YorkThis 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.
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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:09/15/2023
Type:Sales and Advertising IssuesStatus: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 for a mandatory soccer kit on July 26th, 2023, this order *********** $121.00. My money was taken out of my bank account the day the order was placed. I received an email thanking me for my order, and to please allow 4-5 weeks for delivery. Once the 5 weeks had passed, I kindly emailed the company asking for an update on the order, as our season was about to begin. I got no response, we are currently pass the 7 week **** from original order date, and have yet to receive an email, or any type of update for the order. the lack of customer service this company has is astonishing, and they should be ashamed of themselves for their lack on communication to parents who have spend decent amounts of money on uniforms, and fees for their children to play a sport they love, and not even have a uniform to play in. There is no good contact number for this company, and any communication through social media is ignored.Business Response
Date: 09/20/2023
To Whom It May ************************ to our records the customer's order shipped in full on 9/15. The customer received a **** tracking number when it was shipped.
Initial Complaint
Date:09/11/2023
Type:Delivery IssuesStatus: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 placed an order for a uniform like many others--for soccer. The website clearly claims to ship out within 4-5 weeks of the order being placed. I've reached out 4 times now looking for an update on my order as it's been sitting in "awaiting fulfillment" since we placed the order. Today I received a response from the company saying "We'll look into it, and reach out to our fulfillment center. Once we receive an update, we'll update you." What the actual heck! Maybe you should've reached out to them before sending an email letting me know you don't have an update after nearly 7 weeks. This is getting absurd and borderline improper business practices. There's no number to call and it's taken 2 weeks to get this terrible reply to my request for our uniform. Our order number is: *******. Please deliver our items.Business Response
Date: 09/16/2023
To Whom It May ********************************* we experienced a delay with the customer's order. Per our fulfillment center the customer's order is expected to ship by 9/29. Once the order ships the customer will receive a **** tracking number.
Customer Answer
Date: 09/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have received my order.
This resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
Date:09/08/2023
Type:Delivery IssuesStatus: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.
Adding our terrible experience with Capelli to what seems like a long list of other failed fulfillment. *** Do not take this lying down. TALK TO YOUR CLUB and have them reconsider their clothing vendor. *** Order Date: 7/7/23 (#*******) Order size: $518.40. Promised fulfillment date: 8/11/23. Current date: 9/8/23 and ZERO items received at NINE WEEKS after ordering. Son has missed uniform for half his games this season. After a few initial responses, Capelli stopped responding to email. (7 business days since last email.) Problems are plaguing others in our club. We're encouraging our club to make a switch; do the same with yours.Business Response
Date: 09/23/2023
To Whom It May ***************************** we experienced a delay with the customer's order, per our records the order partially shipped on 9/8. The remaining item is on backorder but is expected to ship next week. The customer will receive a new tracking number once the item ships.
Initial Complaint
Date:09/08/2023
Type:Delivery IssuesStatus: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.
Ordered soccer uniform for my son and order stated it would ship in 3-4 weeks. It has been 7 weeks now and I am unable to get a response from the company. Order number ****** placed on 7/19.Business Response
Date: 09/23/2023
To Whom It May ********************************* we experienced a delay with the customer's order. Per our fulfillment center the customer's order is expected to ship by 9/29. Once the order ships the customer will receive a **** tracking number.
Customer Answer
Date: 09/29/2023
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]
Our order did not ship today as Capelli said it would. We received no tracking number and our order still shows as awaiting fulfillment.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer Answer
Date: 10/15/2023
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. Though this business failed to respond to inquiries in a timely manner, provided fraudulent shipping information, and ultimately got me the order over 2 months late.
Sincerely,
*************************
Initial Complaint
Date:09/07/2023
Type:Service or Repair IssuesStatus: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 two orders on July 16th for my sons soccer kit and team apparel. At the conclusion of the order Capelli ensured my order would be received 3-4 weeks later. Within three weeks I received notification via email that my order (*******) had been partially shipped. Within a couple of days I received shorts and socks. After several emails requesting the *** of the remaining items (4 team/club jerseys and warmup hoodie) I finally received an email stating:**** ******** ***** *** *** ********** ******* *********************** ** ****** ********* *** *** ******** ***** *** *** ************* ** *********** *** *** **** ************ *** *********** ****** ** ***** ********* ******* ** **** **** ***** ******** **** ******* **** **** ** ******* ** ** ****** ********** ** ********** **** *************** *** ** ** ********* *** *** ************* **** *** **** ******* *** **** ******* ** ***** **** *** **** ******** *********** ** **** ** ** ****** ** ***** *** *** **** ******** *** ************** ****** *** **** ******* *********** ****** **** **** ** ***** **** *** ** *** Up until this point I still havent received the rest of my childs kit. the system still states partially shipped and no updates have been made regarding this order. The most frustrating part of this whole ordeal is the lack of communication Capelli offers its customer. They do not have a customer service number and the email response time is horrid!!!Business Response
Date: 09/23/2023
To Whom It May ********************************* we experienced a delay with the customer's order. Per our fulfillment center the customer's order is expected to ship by 9/29. Once the order ships the customer will receive a **** tracking number.
Initial Complaint
Date:09/06/2023
Type:Service or Repair IssuesStatus: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 6/6 I ordered a game kit for my son for his soccer, total was $428 order *******. After five weeks i received all parts of the uniform except the white game jersey. I contacted them many times and was given the run around until they finally told me there were fulfillment issues. They stopped contact with me a month ago and I am no longer getting updates even after emailing daily. I even ordered a second jersey and it still says awaiting fulfillment Ive requested a refund for my troubles as this is bad business practice and my son has not been able to play in many games because he does not have a jersey.Business Response
Date: 09/16/2023
To Whom It May ***************************** we have experienced a delay with the remaining item on the customer's order. Per our fulfillment center the remaining item on the order is expected to ship by the end of next week. Once the remaining item ships the customer will receive a **** tracking number.
Initial Complaint
Date:09/05/2023
Type:Delivery IssuesStatus: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 July 11 for my daughters uniform... I have yet to receive one piece of that over $400 order. It has been over 6 weeks and I have sent numerous emails asking for an update. This is horrible customer service and causing undue stress for not reason. I need an update and my uniforms.Business Response
Date: 09/20/2023
To Whom It May ************************ to our records the customer's order partially shipped on 9/9. Once the remaining items come off backorder and are available, they will be promptly shipped. The customer will receive a new tracking number once the additional items are shipped.
Initial Complaint
Date:09/01/2023
Type:Billing IssuesStatus: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 July 29, 2023. I placed an order for a mandatory soccer uniform kit from Capelli for my daughter that cost ******. They promptly charged my credit card and I have not received any merchandise from them and its 8/31/2023. I did not loan money to this business nor agree to pay this amount without the items being shipped. My order number is ******. I have emailed the company and asked for most of the mandatory items to be removed from my order and have them focus only on the jerseys. I have received no response from the company. My daughters fall soccer league is due to start on 9/9/2023 and she will have no uniform to wear. I would like a refund on my order until it ships and I would also like to cancel the majority of the order and have only the jerseys and shorts shipped. I would also like a shipping date to be provided. I do not need them to send a full order of soccer clothes after the season has ended in the fall as we will have no use for the clothes anymore. There is absolutely no customer service at **********************. How can you charge a customer for merchandise that is never provided?Customer Answer
Date: 09/07/2023
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.
************************************************************
Initial Complaint
Date:08/31/2023
Type:Delivery IssuesStatus:UnansweredMore 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 Sunday, June 4th, 2023, I ordered my son's soccer uniform from Capelli Sports **, which includes 4 jerseys, 3 shorts, 1 pants, 1 polo shirt, 1 jacket, 1 long sleeve shirt and 3 pairs of training socks, for a total of $494.44 (including tax and shipping). In the order confirmation (order # *******) e-mail it stated clearly that the order will be shipped within 4-5 weeks. Today is officially more than 12 weeks and I haven't received a single item from the order.I have sent multiple emails to Capelli customer service to ask for a status of my order, just to get the same automated / copy and paste reply, thanking me for my patience (I ran out of it weeks ago) while the order is being processed.I'm tired of waiting, they have not fulfilled their commitment to me as a customer and now I want my money back.Please help me to find a positive resolution from this very negative experience. Thank you!Initial Complaint
Date:08/31/2023
Type:Delivery IssuesStatus: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.
Details of this complaint:Date of transaction - 7/3/23 Amount of money paid - $372 What business committed to provide - Soccer uniform for my son Nature of dispute - Order placed on 7/3/23. Confirmation says it would ship in 4-5 weeks. Nothing! After following up several times via email, on 8/7 I was told it would ship 8/23. It is now 8/30 and nothing! I sent another email and have not received a response at all. They won't tell me where my order is or what the status is. I paid money for something they have not provided. My son's season has already started and he doesn't have his uniform. It's tough to get used to a new team when you're the only one wearing something completely different. This issue has not been resolved. The order number is ******* Someone please help! We just want what we ordered. It has been 9 weeks since we ordered this and have not received anything.Business Response
Date: 09/01/2023
To Whom It May ***************************** we experienced a delay with the customers' orders. The customers order partially shipped on 8/31. Once the remaining items come back into stock they will be promptly shipped.
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