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:08/25/2023

  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 a team order back in May, have still not received 2 items. I have reached out to customer service multiple times and they keep telling me they will check but have not provided any true update or timeline. Most the time my emails to customer service go completely unanswered. They also have no number to actually call customer service.

  Business Response

  Date: 09/16/2023

  To Whom It May ***************************** the remaining items on the customer's order are on backorder and there currently isn't an ETA for when the items will be coming back into stock. We have refunded the customer for the 2 remaining items. The refund was processed on 9/9.

• Initial Complaint

  Date:08/23/2023

  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.

  Seven weeks ago on July 11th, I placed an order (#******) for a field player soccer kit as my son was signed up to play with a new club team in ******* **** ******************* in ********, Long Island, **. The confirmation stated the kit would arrive in 3 to 4 weeks or by August 8th. My credit card was charged $246.25. When 4 weeks passed with no correspondence, I began to contact your company.Since August 8th, I have taken the following steps to reach you. 1.Through my account I wrote a message to you on 8/9, 8/14, & 8/17. 2.I began to call the following numbers: *************************** on 8/11. I called over 18 times. No one answers. I am sent to a general voice message. When the voicemail is available, and often it is not, I have left a message. No one has called me back. 3. On 8/18, I wrote a private message through your Insta account. 4.I tried to contact you through ******** Messenger on 8/18 & 8/21. 5.I completed multiple online queries through Capelli ************ 6. I sent numerous emails via 2 email addresses ********************************************************************************************* An automatic response on 8/18 said follow up would occur in 3-5 days. There has been no follow up.I am requesting a phone call to ************ & that the kit be overnighted to me by Friday, August 25th.

  Business Response

  Date: 08/25/2023

  To Whom It May ************************ to our records the customer's order shipped on 8/23. The customer's order has shipped in full.

• Initial Complaint

  Date:08/14/2023

  Type:Delivery Issues
  Status:

  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 Jun 12th 2023, I placed an order ****** with Capelli Sports and I was told that on 08/02 the package has been shipped, but I have not received it yet. I have sent multiple emails to Capelli Sports for replacement, but I have not received my order yet. This order is for college soccer referee uniforms and our season starts in a week and I need these uniforms.

• Initial Complaint

  Date:08/11/2023

  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.

  On June 23, 2023, I purchased an order for one of my daughter soccer uniforms from Capelli and charged $336.99 for order # *******. Our first order got lost in its entirety and had to follow up with them 5 times via their email support service before finally receiving our order on 8/4/23 (so about 5 WEEKS later). Then when we get our order, we are missing a part of the order (Empire Match Shorts Navy White-KIT; AGA-****). I have since then emailed them again twice to their customer support address and they have since went dark and have not responded back at all. I also looked up a phone number online *************), but NO ONE will ever answer the phone and I have left several voice mails, and NO ONE will return my call. My daughter needs these shorts sent ASAP as the club she plays in requires them to ware strict clothes only made by Capelli. So, looking for them to give me what we paid for and expedite filing the order and overnight to us at their expense. Please help as first tournament gave is the next weekend. Thanks.

  Business Response

  Date: 08/11/2023

  To Whom It *** ***************************** **** lost the customers original package. We asked our fulfillment center to re-ship the order. The new package was delivered on 8/3. The customer advised they were missing a pair of shorts from their re-shipped order.

  We have created a replacement order free of charge for the missing shorts.

  Customer Answer

  Date: 08/15/2023

  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:

  I have asked them multiple times to please rush the order since errors were made in their part twice and then to next day air the missing item to my house at their cost. This is because my daughter has a soccer tournament this weekend and needs these clothes to play in the tournament. We made the order the first day her team was notified and they guaranteed the team would have the uniforms prior to the start of the season. Just asking for them to make it right, nothing more. Thanks.

   

   

   

   

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

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

• Initial Complaint

  Date:08/04/2023

  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 placed an order on 5/29/23 for my childs uniform for $313.11. My order number is ******. I was told the expected ship date would be in 3-4 weeks from the order date. On 7/15/23, I emailed the company, as we were still waiting for a few items, specifically a jersey and socks. I received notification that my remaining items would ship around 7/27/23. On 7/20/23, I received an email that the items had shipped, but the tracking number provided was the same as the original tracking number. We have not received any of the remaining items, and now my order is marked as complete. I have contacted the company via email and have left a message on their phone line to rectify this, but have received no response. My child needs her jersey to play in games, and there is no other way to obtain a jersey than to do so from this company, and we are now at more than 9 weeks from the original order date.

  Business Response

  Date: 08/19/2023

  To Whom It May ************************ to our records all items on the customers order are marked as shipped, since the customer did not receive 2 items we will create a replacement order free of charge for the missing items.

   

  Customer Answer

  Date: 08/22/2023

  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 pending receipt of the missing items.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/04/2023

  Type:Delivery Issues
  Status:

  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.

  I placed an order June 26th. My daughters team placed their order after I did and her team received their uniform weeks ago. I have opened up a ticket, sent 2 emails and left 2 voicemails asking for an update which have been unanswered. Their website says process within 4-5 weeks. We are past the 5 week **** and I have requested an update for almost two weeks. I would like to know when my order will be processed and shipped.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  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 March 30, 2023 I placed order # ****** for my son's new soccer uniforms for a total of $424.91. My credit card was billed this on March 31, 2023. The website said to allow 4-5 weeks for delivery. On May 1 I emailed the company asking about our items and that I was concerned because my items ordered do not show up on my account online. I received. a response back saying my items would ship by May 5. On May 4 I received a partial order of 6 out of the 12 items I had ordered. The total cost of these items was $212. Unfortunately we did not receive most of the actual uniforms needed to play in our May tournaments. I emailed again on May 17 and received a response that items would ship by May 24. I emailed again on June 3 and was told they would ship by June 6. On June 9, I emailed again and also asked why my order still does not show up on my account. I wanted to make sure my order even exists. On June 12 I received a response that my order would ship by June 30. I wrote back again on June 12 asking why everyone on the team has now received their order including boys of the same size who ordered 2 months after we did. I got the same response I got every other time except they changed the date to shipping by July 7. I don't know how the date could change by a week on the same day they told me June 30. On June 19, I realized that my credit card had been charged back in March (I did not look this up prior to this date). I sent them another response asking about my $212 worth of items that I have paid for. I did not get a response to this email. I called the phone number that was listed next to their name on my credit card **** but it does not have anyone pick up the operator line. My son has a big tournament coming up in July that we would really like to have his uniforms for. I am also really concerned that my order does not show up on my online account so I can keep track of it that way. I would really like to see this resolved as soon as possible.

  Customer Answer

  Date: 07/17/2023

  At this time, I have been contacted directly by Capelli New York regarding complaint ID ********, however my complaint has NOT been resolved because:

  the email I received on July 14 from them, said that they were finally going to attach my order from March to my online account so that I can see when it ships, but they are still working on my order. I don't know if this was in direct response to my complaint, or if they were just responding to one of many emails that I had sent. I have sent 3 additional emails since first contacting Better Business Bureau a few weeks ago.

  I updated my attached document with all of the additional times I emailed this company. [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Capelli New York regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:03/07/2023

  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 an order online and it was never shipped. Ive been emailing and calling the company and they wont respond. They took my money and didnt provide a product. Order number is ****** Ive emailed at least 10 times with no response.

  Business Response

  Date: 03/07/2023

  To Whom It May ******************************* fulfillment center was able to ship the available products on the customers order 2 weeks from the initial order date. There are still 2 items pending because they are on back-order. Once they come of back-order they will be promptly shipped. For the delay with the back-ordered items we have gone ahead and refunded the customers shipping cost.
  

• Initial Complaint

  Date:02/14/2023

  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.

  On December 8, 2022, I ordered (7) items on order #****** for a total of $224.71 for my son's ******** Rush Soccer team. On December 19, 2022, (5) of those items shipped and my order was listed as partially shipped. It is February 14, 2023 and I have yet to receive my remaining (2) items (home and away jerseys) which means my 12 year old son has had to use t-shirts instead of his team's jerseys for his soccer games. I have sent numerous emails and i get little to no response from the customer service team. If i do, it is a false date for shipment. On February 8th, I received an email (attached) that states my order was changed to "shipped" status but it was the old tracking ***** with the original (5) items. Then again on February 13 it shanged to "partially shipped". My son is starting his second season in a few weeks and I am really struggling explaining why he doesn't have a jersey. Out league admin has tried countless times to find solutions to reconcile the issue on his end with Capelli and still no results. Need help with the shipment of my 2 remaining items.

  Business Response

  Date: 02/14/2023

  To Whom it may concern,

   

  Unfortunately our fulfillment center has advised that the remaining items on the customers order are on back-order. The items are expected to ship by ship by 3/1 per our fulfillment center.
  

  Customer Answer

  Date: 03/02/2023

  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:

  The business's response to complaint ID# ******** on 3/1, stated that shipment of the remaining (2) items will be by 3/1.  It is 3/2/2023 and my order is still in "partially shipped" status for the remaining (2) items.  I also recieved an email the morning of 3/2 from a "**************** (Capelli Sport)" stating,

  "**** ********
   
  ***** *** *** ********** ******* ***** ******** ********
  
  ****** **** **** ** *** ***** ******* ** **** ******** **** ** **** ** ****** ** **** ******* *** *** ****
  ********
  *******

  This evidence proves to me the business, Capelli Sport, has not resolved the issue

   

   

   

   

   

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

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

  Business Response

  Date: 03/07/2023

  To Whom It May ***************************************** our fulfillment center experienced a slight delay with the remaining products on the order. Per our fulfillment center all of the products on the customers order has shipped. For the delay the customer has experienced we have gone ahead and refunded their shipping cost on the order.
  

  Customer Answer

  Date: 03/09/2023

  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 the "slight delay" the busness responed with was 3 months and 1 day from the day the order was placed, I did receive my products.  It's unfortunate that the lack of customer service support and response by the business lead to me contacting the BBB.  But I do appreciate the effort and actions of the BBB as I do not think this issue would have been resolved in any other method.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  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.

  I am writing to complain with regards to an order I placed on December 11, 2022. Order number ******. I ordered 1 pair of shorts for my daughter as she needed the next size in her teams game shorts and went ahead and ordered shirt for myself with the logo of her team to wear at games. I was told when I ordered to wait 3 to 4 weeks to ship. It's been 7. I contacted ******** first on January 16, so I waited 5 weeks before I bothered to contact them. For the past 2 weeks I have only received 3 emails, which just so happen to be generic emails that all say the same thing.....They deeply apologize and have reached out to the fulfillment center to get an update on my order and once they have an update, I will be informed of the "expected ship date". *****, I was expecting this stuff to arrive weeks ago. I received these emails from Capelli on January 17th, January 19th and January 23rd. The first email I sent them they had the nerve to auto message that they received the inquiry and will get back to me in 3 to 5 business days.....I wrote back, yeah sure ......what's another week! I continue to get these emails apologizing but with no expected date. My 10 year old daughter is busting out of her shorts. I attempted to look up a number to call Capelli, that time was wasted because when I did get a phone number the receptionist doesn't even answer. I have left a message with no returned call. I would appreciate a call from Capelli at this point. They had no problem charging my card but haven't provided the goods purchased to date. I'm shocked to see how many people have had to file complaints with BBB just to get a straight answer. If the shirt is the issue (which it shouldn't take this long), atleast send out the kids shorts so she can play! When I ask for contact with the business I expect a phone call, not an auto generated email. Thank you!