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:01/20/2023

  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 am filing a complaint with the BBB because Capelli is not responsible for orders submitted by website and responses have been unacceptable. We placed our order for our sons uniform on 11/18/22 with the expectation that the order will take 3-4 weeks. After week 5 we followed up with the order status by sending an email to the Capelli Sport customer service to reference our order (#*******. The response from the customer service took 1 week to reply with the note that they are still working on the order and have reached out to the fulfillment center (Jan 3, 2023). The second response on January 12, 2023 "we are still working on your inquiry, once we have an update we will provide one for you". The last email sent on January 17, 2023 "we are still currently working to have your order shipped". I think we have been more than patient and understanding with this company. We have paid them over $300 for the order of ours sons practice jersey and game jerseys. We have also paid over $1,000 for the team registration and because of Capelli's lack of urgency he is not properly outfitted to play with his team. I have made multiple attempts to call the customer service department but they don't answer the phone. I feel like the canned responses are being sent back to hold off customers and lack of personal interactions are in place to shield from answering customers concerns. All I am asking is to get a clear answer and expatiation on why they are holding the order for so long. I also would like to have my order processed and shipped with a tracking within a week from this.

• Initial Complaint

  Date:12/20/2022

  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 number ****** and have not received it. I have sent 7 emails and left 2 voice mails with no response. What is the status of my order?

  Customer Answer

  Date: 01/13/2023

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

  The company responded to an email of mine finally but did not reference my BBB complaint.  They still refuse to call me even after an email back to them and several voicemails left on an operator voicemail.   They finally shipped and I received a partial part of my order.   Howver, they did not ship my XXXL hoddie that was ordered.  The did ship a windbreaker that I ordered, which was supposed to be a XXL but they shipped me a XXXL.  A copy of my original invoice is attached along with the packing slip that was received and photos of the wrong windbreaker size that I received.  ************ has not responded timely nor professionally to my countless follow ups.

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:11/21/2022

  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.

  An order was placed ******, on August 3. A letter was received stating the order would be delayed. It is not November 18th. I keep requesting a phone number to speak with someone and I just keep getting a robot email stating they are working on my order? I would like a full refund and will I be receiving my sons uniform jacket that he needs?

  Business Response

  Date: 11/21/2022

  To Whom It May ************************************* to our records there isn't a jacket ordered on the order the customer is referencing. The pending item on the customers order is a blue jersey which is what we are working with our fulfillment center to have shipped as soon as possible. If the customer would like to order a jacket they may do so at their earliest convenience. We would like to offer to refund the shipping cost of that new order if they place one.
  

  Customer Answer

  Date: 12/05/2022

  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]

   

  The company has provided me no information about my order. They keep saying the same thing since august. They say the shirt is being processed. Id like to know when I will receive it- the complaint is only resolved when I receive my shirt  

   

   

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

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

• Initial Complaint

  Date:11/14/2022

  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 ordered $500 worth of uniforms on 9/25/22 and in my confirmation email it indicates shipped in 3-4 weeks. At four weeks I emailed customer service and was told it would be looked into. I have followed up multiple times with the same ( lack of response). My son attended his tournament this past weekend with absolutely no merchandise. My order number is #******.I attached my confirmation email and just one of the multiple/similar responses. There is no valid phone number that I have found

  Business Response

  Date: 11/29/2022

  To Whom It May ***************************************** due to unexpected delays the customer's order was delayed. Per our fulfillment center the available products shipped today 11/29. There are 2 products on backorder still awaiting shipment. For the extreme delay we have gone ahead and refunded the customer's shipping charge on the order.
  

  Customer Answer

  Date: 12/05/2022

  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:11/03/2022

  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.

  Good afternoon-After a couple of unsuccessful attempts to work with Capelli customer service team, I am now writing to the BBB, to express our extreme disappointed in the service Capelli has provided. On July 28, I placed an order (Order #******) for one of my two daughters, for their fall soccer team.On August 5, order #****** was noted as partially shipped and we received most of the items ordered.On August 15, I placed an identical order (Order #******) for my other daughter, for her fall soccer team.On September 1, I sent an inquiry (ticket #******) asking for a status update on the uniform, as the first game was approaching. At which time, I was told to allow 3-4 weeks from the date ordered. With that in mind, 3 weeks would have been 9/5, 4 weeks would have been 9/12. On September 16, order #****** was complete with all ordered items received. (7 weeks from the order date; not 3-4 as stated in your auto generated response).On October 3, order #****** still had not been fulfilled and my daughter was unable to play any of her games in her team jerseys. An email was sent in reply to ticket ****** to an ************, who did not provide a response; however, miraculously, on October 5, the jerseys for order #****** were listed as partially shipped!! This was 7 weeks from the date ordered! Mind you, this doesnt even fulfill the order. As of today, 11/3, we just received notification that our additional items are shipped; We are on week 11!It should also be noted that this was not just a one-off scenario that took place with my orders It is well documented that the city of Lakeville ** has had numerous other situations just like mine and appears to be a common trend with the various review-based platforms, regarding the inexcusable delays, with the excuse of "supply chain delay" and "shipping delays" .... Maybe a courtesy email? Maybe a discount? I look forward to hearing back from you as to how you plan to remedy this inconvenience.

  Business Response

  Date: 11/17/2022

  To whom it may concern,

   

  Unfortunately we experienced a delay with the remaining items on the customer's order, the remaining items on the customer's order shipped on 11/3 and according to **** and was delivered on 11/7. For the delay we have gone ahead and refunded the shipping cost on the customer's order.
  

  Customer Answer

  Date: 11/22/2022

  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:

  A reimbursement of shipping cost does not remedy the situation. It wasnt the postal service issue, it was a production issue. The entire fall season was unable to be played with the teams jerseys. Since the jerseys are for Fall and Summer, and half the year she was unable to wear her teams jersey; I feel a fair reimbursement of half the cost of both jerseys (shirts and shorts), along with half the cost of socks and practice jersey and practice shorts would be an acceptable compensation.

   

   

   

   

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

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

  Business Response

  Date: 11/30/2022

  To Whom It May ******************* the delay we have gone ahead and refunded the customer based on their request. We have refunded half the price of the 2 match shirts ($38 each), 2 match shorts ($16 each), 2 match socks ($8 each) , 1 training jersey ($17), 1 training short ($13), and 1 training sock ($8). The total value of the refund is $81. The refund will appear on the customers card they used to place the order in 3-5 business days.

  Customer Answer

  Date: 12/01/2022

  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:10/05/2022

  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 17, 2022 we purchased soccer uniforms/practice gear for over $700. ******** was quoted as 3-4 weeks. It has been an issue since then. We didnt receive part of our order until Aug 15, 2022, two months after ordering. We had missing items and also received personalized items that were delivered in the wrong size. We were able to fix those issues. Unfortunately we are still waiting, 16 weeks later, for delivery of items. We are unable to get actual answers because every promised shipment date has come and gone. They are impossible to get ahold of, there is no phone number, just email, and there is not always a response. We even had emails unable to be delivered because mailbox was full and couldnt receive emails. We have had to purchase additional items from different retailers to make up for undelivered items while we wait. We are out money and items. I am looking for immediate delivery of items they have failed to fulfill and reimbursement of our shipping charges since we have spent way more than that for interim replacements. Online is full of the same complaints we have. Something needs to be done. At this point this is fraudulent and theft. We keep getting a run around and false promises. Order #****** Other players in our league are also having the same issues. We were recently told by the team mom that Capellis contract with our league guarantees we would have items by 9/30/22. One of the players ordered 2 months after we did and received everything. And she is the same size as my daughter.

  Business Response

  Date: 10/20/2022

  To whom it may concern,

   

  Unfortunately we had supply chain issues regarding the remaining items on the customers order. We have sent the customer temporary items to use in the meantime free of charge. Once the items come back into stock they will be promptly shipped to the customer.
  

  Customer Answer

  Date: 10/24/2022

  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 does not resolve the issue. We ordered everything immediately when we received the link from our league. When did the items become back ordered? People who ordered after us received everything, One in particular ordered 2 months after us and The issue is not resolved. We have no estimated delivery date of items. When did the items go on back order? We ordered immediately after the league sent out the link. Players received their items after ordering after us. One player in particular ordered 2 months after us and received everything before us. That player has the same size top we are waiting for. We still have a bunch of people in our league waiting on items. This is not an isolated issue. We are going on 5 months since ordering. This is fraudulent. They received payment and have not fulfilled on their order, and cannot give a timeframe on when to expect it.
  

  I have repeatedly asked for someone to call me to try and resolve the issue because there is only an email contact with generic responses and have also repeatedly requested my shipping charges be reimbursed since we had to purchase additional items while waiting for delivery. No response from Capelli and no phone call received. 
  

  It has been a nightmare dealing with this company. Emails that give incorrect info, they tell you one thing and then change their minds and tell you to disregard previous emails when questioned. They wanted to send permanent replacement with a similar item. In a club where uniforms match, they wanted to resolve this issue with a similar items. They now have said disregard, it will be temporary until items are in stock. Those replacement items arrived last week. We also received a random shipment of a pair shorts that we had previously received already.

  The company took on a client that they couldnt fulfill the contract  it seems from other complaints on here that it is happening with a lot of different leagues. My fear is they do not fulfill the order and my bank says it has been to long to dispute the charges.

  I would like:

  date that the items went on back order

  date we can expect to receive our items

  reimbursement of shipping charges

  guarantee that I will receive the items purchased 

  Business Response

  Date: 11/03/2022

  To Whom It May ************************************* to our records the original item was shipped on 11/1, the customer was notified through our customer service team. According to the **** tracking number associated with the package the package is currently at the Ybor ***************** center and should be delivered in the next few days.

   

• Initial Complaint

  Date:09/20/2022

  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.

  Purchased $450 worth of soccer uniforms back on 7/8/2022; original shipping time was 3-4 weeks. We received a portion of our order several weeks ago, but are still waiting on four items (that amount to $92 of the total cost we paid). We have corresponded with Capelli via email (because there's absolutely no other way to contact them) and each time they tell us a different date that the items will be shipped. First, they told us items would be received by 8/19, then when they didn't come they told us 9/9, then again when they didn't come they told us 9/26. They will not give me a phone number to talk to someone, nor will they give me a refund. My son is quite literally the only person on his team without a full kit. Their customer service is terrible and the fact that they have changed the shipping details 3+ times is unacceptable. At this point, I want a refund AND the items that should've been delivered months ago.

  Business Response

  Date: 10/05/2022

  To Whom It May **************************** we experienced a supply chain delay with the item's on the customers order's they were originally suppose to ship by 9/6, but unfortunately due to the delay it was pushed until 9/26. We notified the customer as soon as we received an update from our internal team. The remaining items on the customers order's shipped on 9/22.
  

  Customer Answer

  Date: 10/06/2022

  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:09/06/2022

  Type:Sales and Advertising 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 ordered a soccer uniform kit costing nearly $400 on 7/11. There was a 3-4 shipping time quoted on the website at the time of order. On 8/10 I contacted the company as my order had not shipped. I was told via email on 8/11 that my order would ship on 8/12. It has yet to ship and my email requests are going unanswered or I get a response that they are looking into it with the fulfillment team and will get back to me but they dont. My child has already had multiple games take place and has not had her uniform. I am willing to adjust the sizes of the items if needed in order to expedite shipping. I have offered this option in multiple emails.

  Business Response

  Date: 09/08/2022

  To Whom It May ************************* fulfillment center was delayed in shipping the order, we worked with them to have the order ship out as soon as possible. For the delay that the customer encountered we offered them a $150 gift card to our website.
  

  Customer Answer

  Date: 09/10/2022

  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:08/19/2022

  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 ordered several items for my daughter on 7/14/22 which were to be received within 3-4 weeks. After 4 weeks I contacted the company only to be given a stock response that I will be updated when the fulfillment center provides a shipping date. Several follow *** to customer service are either ignored, or responded to with the same stock response. My daughter is the only person on her team to not receive her items and is currently not allowed to play due to this. Capelli has nearly non-existent customer service and does not seem to care about the issues they are causing. To resolve this, I would like for them to ensure that my items are received within the next week. I would also appreciate some communication outside of a copy-paste email. There is currently no accountability by this company. My order is ******.

  Customer Answer

  Date: 08/20/2022

  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:08/10/2022

  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.

  I placed an order with Capelli Sports, which is owned by Capelli New York, for my daughter's soccer uniforms. I spent over $550 and they sent me the wrong sizes. They emailed me a false receipt as well. Not only did they send me the wrong sizes, they refuse to exchange or even return everything and issue a full refund. This is fraudulent behavior and I don't know what to do as they refuse to resolve the issue. All I want is for them to either correct the sizes and send me what I paid for, or issue a full refund.

  Business Response

  Date: 08/10/2022

  To whom it may concern,

  According to our records the customer placed the order for all items in size YL. Per our return policy the customer may return all items have not been personalized with a player name/number/initial for a refund. On the customers order only the backpack and jerseys wouldn't be eligible for a return per our return policy. The customer may place a new order for the desired sizes at their earliest convenience and we would like to offer to refund the shipping cost of that new order. The order is not eligible to be replaced due to the face we fulfilled the order per the sizes on the order.
  

  Thank you,
  

  Customer Answer

  Date: 08/11/2022

  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 order was placed in YM. Their system had an error and they sent me YL along with a receipt showing YL. I didn't even receive the shipment until 2 weeks after my ability to return or exchange based off of their so called "return policy". Half of my daughter's soccer team had issues with incorrect shipments so this is definitely on them as they know they have system issues with their ordering software. All they need to do is exchange the specific items that they sent the wrong size. The fact that this company can't even do that proves they know they are wrong.

   

   

   

   

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

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