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:09/30/2024

  Type:Sales and Advertising 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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, when I submitted my order I did not see any where on the order form that stated I could only request my son's name/number be printed on only one location (sleeve OR back). In fact, I toggled between the two trying to make sure the name and number were on both. I did not see any indication or any statement on the order form alerting me that I could not request BOTH. I would not have ordered from you if this were seen. As requested by BBB to remedy this situation I requested either a replacement shirt or a refund. However, I was sent an email and notified of a partial refund of only $13.88. I did not ask for a partial refund. I stated if I could not have a shirt printed the way I requested it then I wanted a refund. 
  
  Regards,

  *****

   

   

  redone or added on you have to pay $250 which is absurd. However, they have messed something up and aren't responding. I told them I wanted either my money back or a new shirt printed to make my complaint null and void. I am very disappointed in this company. I went back to my dashboard on Squadlocker to view my order and conveniently you cannot SEE what was actually order within the details. Only that one ordered a shirt, the size, the color. But you cannot view the personalization which I find to be very convenient when they make a mistake. However, I would never, ever pay $70 for an almost basic green t-shirt. A t-shirt that's material is no different than that from a $10 shirt from *******. So, I know for darn sure I customize it to have my son's name/number displayed on the back so I could PROUDLY wear it. I saw on BBB they had over 20 complaints already. I really wished I had checked this first before ordering.

  

  Business Response

  Date: 10/01/2024

  *****,

  At checkout, your order was given an estimated ship date of 9/20, and it shipped three business days later, on 9/25. While our production team works hard to meet estimated dates, occasional delays can occur due to unforeseen circumstances. We sincerely apologize for any inconvenience this may have caused.

  At checkout, shipping options ranged from $7.95 to $25.95. You selected the $25.95 option, which ensures delivery within 2-3 business days after the order leaves our warehouse, and thats how your order was delivered.

  Regarding personalization, the cost is $9.95 for either a name or number, or $14.95 for both. Since you chose to have "RYERSON 00" on the sleeve, the personalization fee was $14.95. Weve confirmed that your item was produced as ordered. If there had been any errors in the production, we would gladly replace the item at no cost to you.  A courtesy credit was provided to you for the misunderstanding of the personalization location.

  The $250 fee you mentioned is for our sublimated SquadGear apparel, which requires a signed contract. This fee doesnt apply to your order, as it wasn't part of that line and no contract was involved.

  We received your email on 9/27, and as stated in our confirmation email, our response time is currently 2-3 business days due to peak season demand. Since your email was received on Friday, we replied the following Monday. Im sorry if this response time was not what you expected, and I appreciate your patience during our busy season.

  While we understand the importance of checking reviews, we want to assure you that we are committed to providing a positive customer experience. We do have hundreds of 5-star reviews on platforms like ****** and Trustpilot, where many of our customers share their positive experiences.  Unfortunately, positive feedback is less frequently posted on BBB, as people often use it primarily for resolving issues. However, we take all feedback seriously and work hard to address any concerns that arise.

  Thank you,

  *******

  

  Business Response

  Date: 10/18/2024

  The item was produced exactly as ordered. During the checkout process, customers are provided with a clear preview of their personalization choices. In this case, the personalization "RYERSON 00" and the location sleeve was visible in the cart, prior to accessing the checkout page. Ive attached screenshots from our system that show how personalization choices are displayed at checkout, including examples of both back and sleeve placement selections.
  
  As a custom product, this item was ordered blank from our vendor and then personalized with the logo and personalization you requested. Given the unique nature of these items and the fact that they cannot be resold or added to inventory, we are unable to offer returns or exchanges for custom products which is clearly stated in our return policy and online FAQ's.
  
  While no error was made in fulfilling this order, as a gesture of goodwill, we have provided a 20% courtesy refund. We hoped this would help resolve the situation and demonstrate our commitment to customer satisfaction but the customer is refusing to accept this was her error/ misunderstanding.  Thank you for your time and consideration

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have reviewed your response. Just because the business feels "the personalization "RYERSON 00" and the location sleeve was visible in the cart, prior to accessing the checkout page" does not mean the directions were clear that it would not be printed as well on the back like I thought it would be. Therefore, I do not accept your response. Your advertisement is misleading. Not only that, as of the last game (which was the 3rd time I wore your defective shirt) I found a hole in the material. Not on a seam but in the middle of the shirt where it cannot be sewn. The quality is also poor. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/06/2024

  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 had ordered PE uniforms from this company, because the website for my son's school intimated that uniforms would be required and offered only this company as an option to obtain them. As with all online orders, ordering the proper size is challenging, given that each brand/manufacturer uses different sizing. Additionally, the quality of the company's apparel is relatively poor, particularly for the cost. Ultimately, I wanted to return my entire order upon learning that the school does NOT actually require apparel purchased through this company. Of course, the company has refused my request. I've since reviewed their review policy, which states no returns are possible -- a situation that I didn't even think to research prior to submitting my order, given that such a situation is so rare, particularly for school uniforms.The company did offer to give me a "credit" (a lesser amount than what I originally paid for the uniforms I received), to use to obtain additional gear from them, but how is this helpful when I'd really just like to get my money back and use it to buy apparel of far better quality at a lower price?I really think the company's lack of a return policy should be a screen that the buyer must review and agree to before placing orders -- not a buyer's beware situation in which if innocent parents (who don't have extra money to waste) get conned into purchasing uniforms that the respective school doesn't even require.

  

  Business Response

  Date: 09/12/2024

  Hello C. Staple,
  I want to begin by sincerely apologizing for the situation. We provide size charts for all the items we sell, and our return policy is clearly displayed in the footer of every store we host. Since the items are customized with your organization's logo at the time of order, we are unable to accept returns, as decorated apparel cannot be resold. This is a standard policy across the thousands of online stores we manage for organizations like yours.

  
  Since the spring, we have fulfilled over 80 PE orders for ***************, and this is the first quality concern we've received. As a courtesy, we offered you credit to repurchase the items, given that sizing was an issue. While we covered the cost of the items, we did not cover the shipping fees, as the original order was processed and shipped as requested. I also see that, as of 9/9/24, a refund has been issued as an additional courtesy, even though our policy is clearly stated.

  
  Thank you for your understanding.

  
  Best regards,

  *******

• Initial Complaint

  Date:04/30/2024

  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.

  Order was placed on 4/11/24 for a customized backpack with a last name and number, and has not been updated on shipping status despite being said to ship by 4/25/24. I need to bag for my lacrosse and rowing tournaments and have not received it. I have not received any email updates on this and do not recommend shopping here. Save your money for another service.

  

  Business Response

  Date: 04/30/2024

  Hello *********,

  We apologize for the delay in processing your order. The estimated ship date provided was 4/25, but due to a delay from our vendor, we were unable to ship your order until 4/28/24.  We also regret any inconvenience caused by not receiving the tracking email sent on 4/28/24 containing your order's shipping and tracking information. Your order is set for delivery via **** this Thursday, May 2nd.

  If you have any additional questions or concerns, I can be reached directly at ***********************************.  

  Thank you,

  *******

   

• Initial Complaint

  Date:12/13/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 12/13/2023

  Hello ********,

  My apologies for the delay with the order.  We try to ship as close to the estimated ship date as possible however some times we may ship sooner, other times slightly longer. This varies as we have to receive the items from the vendors before we are able to produce and ship it. 

  I see that your email was received on Monday and that we were able to respond to you this morning, before we were informed of this complaint.  Due to the holidays we are seeing higher volumes of requests and are working to respond as quickly as possible, which is why we are providing customers with a 2-3 day turnaround.  I see that our representative that  you communicated with today has canceled the outstanding item and refunded you for it. 

  Thank you,

  *******

   

• Initial Complaint

  Date:12/08/2023

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The message is still not resolved.  I emailed the vendor at her personal email as she requested and never heard back.  I sent a follow-up email and have not heard back from that yet either.  I did not respond to you to close it because there has been no movement.  Please keep the claim open - they have not replied to me yet.
  
  **** 

  

  Business Response

  Date: 12/13/2023

  ****,

  My sincerest apologies.  I searched our systems and do not have any emails from this email address.  I am not sure if you were sent any confirmations, they are sent to customers as soon as your email enters our case system, confirming receipt and providing you with the case number for your records.  Did you receive these confirmations or any failure notifications from your email provider?  

  Order ********, is showing fulfilled on my end.  Tracking number 9434609105113012657300, Delivered October 04, 05:50PM ******, **.   Could you share what specifically is the issue with this order as I do not have any email to reference? 

  Order 10157526, is also showing fulfilled on my end. Tracking number 9434609105113013253174 Delivered October 16, 05:48PM ******, **.  Could you share again the specific concern with this order so I can research this further for you?

  I can be reached directly at *********************************** if you'd like to communicate with me directly.

  Thank you,
  

  ************;

  

  Business Response

  Date: 01/02/2024

  Ads of today, this customer has not reached out to me directly as I requested in the initial response to share what items were missing as I do not show any records of emails to SquadLocker.  All items on the orders show fulfilled 100% so without additional information we are unable to attempt to make this situation correct for him.

   

   

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have emailed the provided email - ************************************* 5 separate times beginning on 12/16/23, then following up on the 21st, 26th, 28th, and 29th.  All emails were sent from my personal email account ********************** as were the approximately 20 prior emails.  This is the email associated with incomplete order.  I have zero responses from anyone at H3237353537333332****H.  I am unsure of what else to do - they instructed me to email her personally and I did.  I have cut and paste (in reverse order) the chain of unanswered emails below.

  Sincerely,

   

  ****

   

   

  Unfulfilled Orders for Yellow Jackets South lacrosse
  
  
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  MM
  *****************************************
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  To:***********************************
  Fri 12/29/2023 5:20 PM
  
  
  *******-
  
  
  
  ****
  
  Director, Hand, Upper Extremity, and Microvascular Surgery Fellowship
  Department of *********** Surgery
  ******************************
  ******, ** 27710
  
  
  
  The information contained in this electronic mail is sensitive, protected information intended only for the addressee(s).  Any other person, including anyone who believes he/she might have received it due to an addressing error, is requested to notify the sender immediately by return electronic mail, and to delete it without further reading or retention.  The information is not to be forwarded to or shared unless in compliance with ************* policies on confidentiality and/or with the approval of the sender.
  
  ?
  ?Reply
  ?Forward
  MM
  
  *****************************************
  Thu 12/28/2023 9:01 AM
  Hi *******- I am following up on this again. Please reply and let me know. Marc *********************** ***************************************** ***************************** Hand, Upper Extremity, and Microvascular ***************************** of *********** Surgery ***************
  MM
  
  *****************************************
  Tue 12/26/2023 1:34 PM
  Hi ***************** am following up on this again. Please let me know. Thanks, Marc *********************** ***************************************** ***************************** Hand, Upper Extremity, and Microvascular ***************************** of *********** Surgery ***************
  MM
  
  *****************************************
  Thu 12/21/2023 9:38 PM
  Hi *******- I am just following up on this. Thanks again. Marc *********************** ***************************************** ***************************** Hand, Upper Extremity, and Microvascular ***************************** of *********** Surgery *************** Medical Center
  MM
  *****************************************
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  To:***********************************
  Sat 12/16/2023 9:** AM
  
  
  Hi *******-
  
  
  On 9/2/23, I realized that there was an error on 2 of the ordered items - both sweatshirts.  I wanted the personalization (#**) placed on the sleeve and not the back of the sweatshirt.  I emailed the support email immediately to request the change (copy attached below)
  
  - I received an email from you on 9/13/23 stating that there was a delay with the order so I figured that there would obviously be ample time to allow those changes.  
  - I replied and emailed time and time again, never with any response.  I tried to call the telephone number on the website, and it would not connect to anyone, it only referred me back to the email address I had already been using without any response.
  -  The missing item is from order number 10157526 - the grey sweatpants (see below)
  
  - These were never received.
  
  
  
  
  Thanks again for taking the time to review this and to help make things right.  Please let me know if you need anything else from me.
  
  
  ****
  
  Director, Hand, Upper Extremity, and Microvascular Surgery Fellowship
  Department of *********** Surgery
  ******************************
  ******, ** 27710
  
  
  
  The information contained in this electronic mail is sensitive, protected information intended only for the addressee(s).  Any other person, including anyone who believes he/she might have received it due to an addressing error, is requested to notify the sender immediately by return electronic mail, and to delete it without further reading or retention.  The information is not to be forwarded to or shared unless in compliance with ************* policies on confidentiality and/or with the approval of the sender.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Marc

   

   

• Initial Complaint

  Date:12/02/2023

  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.

  Purchased 9/3. Was advised on 9/22 that my order would be delayed due to a system error. Sent correspondence requesting info on my order on 10/9. Sent additional correspondence (had not heard anything back at this point) on 10/16 requesting two things: a call back from customer service and to honor a coupon code for a sale that was being offered. Received an email on 10/17 regarding my initial correspondence on 10/9 that my order was shipped. Received on 10/17. Never received a response from my 2nd correspondence. Reviewing other complaints on BBB, their system issues happened well before I placed my order, so they should have advised their customers of the issue and potential for delay in shipment prior to ordering. Especially when youre purchasing items for sports and you wish to wear the items during the season. Its also extremely frustrating that I cannot speak with a customer service agent directly. Their response time is also terrible, if they respond at all. Furthermore, there was an issue with my order. There were items that were purchased that had incorrect customizations done. Most likely will not order from this business in the future, as most of the complaints filed are the same with no resolution. This will depend on their response to my complaint.

  

  Business Response

  Date: 12/05/2023

  *******,

  Thank you for taking the time to share your feedback with me today.  I sincerely apologize for the lack of service received.  

  The lack of response to your second email was an error by my employee, she merged the two cases when responding to your first one.  I will be sharing this complaint with her to ensure it does not happen again.

  A credit of the difference in promotional rates has been applied and refunded back to your card, along with a courtesy credit of your shipping.

  Due to the production error on one of the items ordered, a no charge replacement order has been entered and I will work to rush that out to you.

  You have a direct email from me outlining all of this, please feel free to reach out with any additional questions or concerns.

   

  Thank you,

  *******

• Initial Complaint

  Date:11/28/2023

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Refund was not received and a dispute with my bank has been filed. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 11/30/2023

  *******,

  The courtesy shipping refund promised by ***** back in August was issued on 8/14/23.  A confirmation of the refund was sent to ******************** at 11:02am, which is the email address on this order.  Per our credit card processor " Acquirer Reference Number (ARN) You can share this reference with your customer to help them trace the refund at their bank. 24492163227000007343500 Made available 8/15.It may take **** business days for funds to settle." 

  I am also attaching a copy of the receipt for your review.

  If you have additional questions or concerns, I can be reached directly at ***********************************

  Thank you,

  *******

  

  Business Response

  Date: 12/05/2023

  As shown in the attachments, the courtesy refund requested was issued on 8/14/23 as indicated in my previous response.  ARN number also provided that should be used to confirm status with the bank.  All information taken from Stripe our payment processor

  Customer Answer

  Date: 12/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:11/15/2023

  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.

  SquadLocker accepted my order on 10/22 with a ship date of 11/14. SquadLocker will not cancel an order once it is in "production". On 11/15 I inquired about the status of my order, I was informed it will be at least another 5 business days before my order ships. An embroidery does not take 5 days to process, it takes **************************************** production and will not ship. SquadLocker responded to my email by telling me they will upgrade my shipping, I have requested that they cancel my order but have not heard back. By the time I receive these products our tournament will be over and we will not have use for them. Order number is ********. Please fix your business, it is awful.

  

  Business Response

  Date: 11/16/2023

  ****,

  I am unsure if you will receive this response as the email used looks to be a fake one, but as requested I will stop this order from shipping as it is on the production floor and refund you.  I apologize that we missed the estimated ship date we provided at checkout.  The shipping would have been upgraded as you were informed to ensure it would have been received as originally scheduled as express shipping was not selected.

  Thank you,

  *******

• Initial Complaint

  Date:10/26/2023

  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.

  Consistently, the slowest shipper of goods in *******. Quoted 3 weeks for shipping. 3 week pass and shipping is bumped out another week plus. This is the norm, not the exception. No excuse to be the slowest shipping in the ***, or to consistently miss quoted shipping dates. When customer service is needed, the phone message directs to Email Only. That is poor service and Squad Locker needs to make adjustments.

  

  Business Response

  Date: 10/27/2023

  Hello *****,

  Our apologies.  We are still working to ship your order by the October 30th estimated ship date provided at check out, but wanted to proactively communicate in case we are delayed.  The delay quoted was 4 days and precautionary.  As soon as this order ships, you will receive an email with the tracking details.

   

  Thank you,

  *******