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:05/17/2023

  Type:Product 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.

  See my complaint in February regarding Emblem athletic in the list of complaints below. See that their parent company responded claiming that they would fix the issue. Well it is now May 2023 and the issue is not fixed. I've been in direct contact with the company and they can't even figure out how to provide a refund. I disputed the charge and was told they would not refute my dispute then I get a credit card notification saying the dispute was refuted and I'm charged. They are completely inept. They claim to have sent the product after I told them I no longer needed/wanted it and just wanted a refund. They send weekly emails about how it is new ownership and they are fixing the issues of the past. I'm not making them send the emails but they are sending the emails and never fixing the issues. I'm annoyed because multiple Soldiers I know never got their product or money back. Now Merchandise Inc, will claim they are going above and beyond by giving refunds and product but don't believe them. They knew the company was having issues when they bought it and so they got it a reduced price. That acquisition at a reduced price comes with the burden of repairing the company's image. So far they've failed. Yet they bought the email list of customers and keeping trying to sell military, law enforcement and other hard working people t-shirts. I've yet to see a t-shirt, hoodie or my money back. Avoid this company.

  Business Response

  Date: 05/26/2023

  We've been in active contact with LtCol ******** regarding his original order (see attachment #*******), which appears to have been lost in transit to his DPO address (see ***** TRACKING document). We accepted that the order did not arrive and are willing to provide a refund, but have been prevented from doing so by an open chargeback on the order, filed (understandably) by the customer. In addition to the return of the customer's funds (either through a refund or successful chargeback, whichever is first), we decided to also remake and ship the order at our expense. We created a second order (#*******, attached) and shipped it order to the address on file. That order also spent weeks in the DPO mail system, and while it's marked as "ready for pickup" now (see ***** TRACKING document), the customer is no longer at the address to receive it. Even if the product had reached the customer, we would have authorized a full refund due to the order delays and poor experience, and we intend to honor that refund offer as soon as the open chargeback issue is resolved. 
  
  LtCol ******** filed a chargeback on 3/17, which we did not intend to dispute, but which also prevented us from running a refund for his order. A refund attempt was made on 3/31 - this is visible on the attached order history for ******* - but was declined due to the chargeback remaining open. ******* appears to have submitted a response to the chargeback request automatically on our behalf, which is frustrating. The chargeback response included a tracking number which both of us are fully aware did not result in a successful delivery. Another refund attempt was made on 5/17, but was declined on 5/18 due to the open chargeback. I've communicated to the customer that we will either accept the loss of funds through a successful chargeback if it is finally processed, or will refund his money immediately if the bank chooses to decline his chargeback and return the funds to us. As it stands, the money appears to be in stasis - both the customer and Emblem Athletic have been debited for the order value and are awaiting the bank's completion of the process. 

  We understand the customer's frustrations, and will remain in contact until their preferred resolution (full refund) is completed. 

  Customer Answer

  Date: 07/19/2023

  Thank you to the BBB of Central Ohio for handling this matter. I received a full refund from Emblem Athletic this month via my original payment method and I consider this matter resolved satisfactorily. 

   

  Thanks,

   

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

• Initial Complaint

  Date:02/09/2023

  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.

  I placed an order for a custom National Guard unit hoodie on May 31, 2021. This order, #*****, remains undelivered. I have repeatedly emailed Emblem and each time a new “employee” has responded saying they have either sourced a new supplier or updated their stock and my order will be filled within 12 weeks. When this doesn’t happen I have asked for a full refund and have yet to receive one of these either. To date I have received neither my hoodie nor a refund. It is evident this company exists to scam military, veterans and law enforcement out of money by portraying themselves as an organization which caters to their needs.

  Business Response

  Date: 02/21/2023

  Hi ******** - this is Emblem's new managing director, **** ******* reaching out on behalf of Merchadise, the entity that now owns Emblem's trademark and websites, acquired 3 weeks ago in an asset purchase. We're uncovering a significant mess left behind by the previous team.  I left a VM and email message earlier today. While our business has no legal obligation to fulfill old orders, we'd prefer to get you the products you ordered at our expense if you're still interested in them. The customer service you received previously is unacceptable. If you'd like a refund, you'll have to pursue that from the business that took your funds, Emblem Athletic LLC, which still exists (though it no longer operates the brand), but if we can help deliver what you ordered or provide a store credit in good faith, we'd love to help you. Please reach out at the contact number or email provided in the voicemail or email sent to you today. 

• Initial Complaint

  Date:01/23/2023

  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 with this company and have been waiting for my order for well over a year. I have notified them asking about the status, I have even tried to cancel my order and at this point no longer receive any communication from them.
  Not only am I out the $220.95 for the items, but my time is valuable as well. If you pay me the hourly rate of my salary and see that I have invested at least five hours of my time in the span of this issue, they would owe me a significant amount more than the cost of the items.

• Initial Complaint

  Date:01/20/2023

  Type:Product 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.

  After numerous requests to the Emblem Athletic Support Team, refund has still not been provided on Order #***** in the amount of $147.92 placed 19MAY 2022 with funds confirmed paid via credit card from bank statement date 20MAY2022, No products were ever sent or delivered for months and multiple requests were sent to Emblem Athletic via email for status updates from June 2022 to NOV 2022 for delivery status with response from them with generic messages stating supply chain issues were to blame and no items were sent despite promises for delivery. Refund was requested on 28NOV2022 due to no products sent after 7 months for products promised in 4-6 weeks back in May 2022. The Emblem Team promised refund multiple times within 5-10 days per email traffic since28NOV2022 without ever providing a refund for the past additional 2 months. It has now been 8-9 months since the order was placed. On checking the Better Business Bureau (BBB), Emblem Athletic has over 180 complaint's expressing these same issues from numerous people over the past few years. They are also in violation of the Federal Trade Commission's Mail, Internet, or Telephone Merchandise Rule (30 day rule), for not providing promised goods or services and failing to provide refund.
  This company should be held accountable for fraudulent business practices and theft as no refund has been provided.
  Please assist with attaining a full refund.
  Thank you.

• Initial Complaint

  Date:01/17/2023

  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.

  I placed an order with Emblem Athletics in July of 2021. I have been getting the run around ever since and still have not received my product after almost a YEAR AND A HALF. I requested a refund as I am clearly not going to be receiving my order and have not received a response. As far as I know there are about 20 other Soldiers in my unit dealing with this same issue. This is completely unacceptable and this company needs to be held accountable.

• Initial Complaint

  Date:01/05/2023

  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.

  Originally ordered shirts (May of 2021) through our unit's store which Emblem set up. They immediately charged my card, but it was no less than 4 months before we saw any product that I had ordered. I emailed them as they were missing two shirts (long sleeve quarter-zips). Thus began the run around. First they claimed COVID. Then we received emails stating the person was going to look into it. ********* and ****** all made these promises. For over a year now we have been asking for a refund of just the two items that have not been delivered. They tried to send us just long sleeve shirts as what we ordered, but then acknowledged their mistake and were going to look into our refund. We offered several times to return them (they are poor quality and not what we ordered) but were told to just keep them since it was their mistake. We have been promised a refund no less than two times in the past four months, but when a month has gone by and we email them to learn where it is at, the whole process starts over. All we are asking for is $91.98 owed to us (they were 45.99 each) for the cost of the two shirts not delivered. We are not even asking for tax or shipping that was in the final total. Our order number is *****. We have every email received from them and every email we have sent them and are happy to provide them to the BBB. It's sad this man has taken advantage of members of the military community and is trying to gain more customers utilizing his "veteran" status. We've noticed his company has ignored the guidelines for online stores and continues to take advantage of people wherever he can.

• Initial Complaint

  Date:12/28/2022

  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 ordered products from this business in January 2022. After several months passed and my products never delivered, I followed up with the company via email in April 2022. I requested my order get cancelled and that I receive a refund. I was told my refund would be processed. Since April of 2022 I have requested my refund multiple times and still have yet to receive it (Dec 2022). Every time I request a refund the company tells me that it is processing, but they never actually refund my money. It has been almost a year since my original order date, and I still do not have my refund. This company essentially stole my money.

• Initial Complaint

  Date:12/22/2022

  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 some shirts in March of 2021 (order number *****). When ordering prompts displayed a wait time of up to 8 weeks due to supply chain issues. Which wasn’t a problem, I was not in a rush at that time. When I hadn’t received the product by August, I requested a refund and to cancel the order. The customer representative that responded apologized for the delay and offered a partial refund in return for waiting a little bit longer. After another six months (now Feb 2022), I requested to cancel and be issued a refund once again. This time the customer representative guaranteed that my order would be shipped to me within two months, or my money would be refunded and they would still send me the product as a make good. I have been trying (unsuccessfully) to get my money refunded since April (post two month “guarantee”) and keep getting the runaround.

• Initial Complaint

  Date:12/21/2022

  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.

  Ordered products from athleticemblem in OCT 21. Still have not received the product(s) and have requested a refund several time. There is no phone number to call and have only received auto replies from emailing the company. The company is a scam and I'm not expecting to get my money back. At this point I just want to make sure no one else gets scammed as well.

• Initial Complaint

  Date:12/10/2022

  Type:Product 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 ordered a product in June of 2021 after waiting over a year I canceled the order and requested a refund over 6 months ago and was told it would take 5-10 days for the check to arrive after 10 days I follow up and have ended up going through the same processes 6 times where they say please don't cancel. I say I am canceling. They ask for an address I provide it. They say check will arrive in 10 day it doesn't and repeat. They seemed to have stopped replying to my emails all together other than the automated ones. I'm not sure what else to do to get my $126 back. They don't have any other contact information on their website.
  I have attached one of the email threads but there are about two or 3 other additional threads.