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Business Profile

Athletic Apparel

City Gear

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Athletic Apparel.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:09/12/2024

    Type:Product Issues
    Status:
    Unresolved
    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 8/3/24 I purchased 2 pairs of **** **** **** *************** Youth size 6 in the store (****) to be picked up the next day (8/4/24) from *********** ** and delivered to ****** ** for my pick up. When I arrived on 8/4/24 to pick them up, I was informed no one went to get them and the manager said she didn’t know when someone would be able to go pick them up to bring back to ****** *** I requested she cancel the order and refund me since I could not pick them up as promised and they couldn’t give me an idea on when I could pick them up. She called and was explained how to issue a refund but then chose not too and made me call customer care. I called and got a case number. I have called every week in trying to get a refund for the shoes I did not receive. ****** is a Customer Relations Senior Specialist with ************ **** and she emailed me on 8/16/24 regarding what she was informed was a double charge. I explained the situation and on 8/20/24 she advised me to go to the store and cancel the order and they will refund me. On 9/5/24, I went to the store and the same manager was there. I told her what I was advised to do. She said she could only refund me for one pair because the other pair isn’t showing in their system. She told me to contact in store support because she wouldn’t do it. I called and had it on speaker phone so she could hear and customer service said the manager needed to call and they would walk her through how to find the missing order. I informed customer service that the manager refused to call and that is why I was calling. She created a new case number for me and told me that within 2 to 3 business days, I would be informed of when to expect my refund. On 9/11/24, I still have not heard from anyone so I called again. This time I was informed that the treasury department is so backed up that they have no idea when I will get my refund but it is typically within 2-3 business days.

    Business Response

    Date: 10/15/2024

    Good Afternoon, The customer came in can't remember the exact day to order shoes for her kids. She placed the order with one of my managers and supposedly she was told she would receive them the next day or two due to us having a hub driver. The next day our hub driver was unable to run due to personal issues in which my district manager was notified about. We tried explaining to her that our hub driver was running behind but she then demanded a refund in which I could not give her a refund an explained it to her due to the order status saying in transit. Once an order says in transit there is absolutely nothing we can do until the order arrives at our location. When the orders arrived she still demanded a refund in which I told her our policy is store credit only she proceeded to be very rude an disrespectful stating she was gone dispute it with her bank an etc., so Instead of it escalating I gave her a refund back on her debit card for 1 of the shoes. I was not able to give her a refund for the other shoes because it did not show up in my system at all for me to even refund it so I told her to contact in store support because there was never an option for me to return the second shoe at all. I did apologize and gave her a refund for one of the dunks but was unable to do anything for the second shoe cause only one was showing up for me to do so.

    Customer Answer

    Date: 10/16/2024



    Complaint: ********



    I am rejecting this response because:

    City Gear still has not refunded my $90 for the shoes I didn’t receive. 



    Sincerely,



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

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