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:01/29/2025

  Type:Product 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.

  My sister purchased a bag from this business for me for my birthday. The bag is a clear stadium bag designed to be used with the existing strap or a with a custom team straps. The bag ripped after only a few uses during games. (It's a stadium bag, so not a purse you would use on a daily basis. After reaching out to their support chat and receiving no response multiple times (the site says someone will get back to you in 24 hours via email), then trying to email directly and receiving no response, and reached out multiple times via instagram. When I finally heard back, they wanted proof that my sister made the purchase, so she found the record of the transaction and I sent it. After not hearing back again, I was told that the item was purchased too long ago. The return policy is not specific on the website for what happens if an item breaks or is defective. How embarrassing that I had to tell my sister that the gift she purchased broke after two uses and that the shop would not replace it? The strap was hanging on by a thread - I could have lost my purse contents at the game...ID, Credit Cards,etc. There was no acknowledgement of the defective product or apology related to my experience. I would like a replacement bag.I would like the site to make their return policy for defective items, or items that break clear so consumers know that if the item breaks or rips - they will not replace it or refund their money. It states in part (I couldn't paste the whole thing due to character limitation)You can always contact us for any return question at ********************************* Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  Business Response

  Date: 01/29/2025

  Hi ****,
  I appreciate you reaching out and understand your frustration. I want to clarify our policies and address your concerns.
  Your bag was purchased through the Good Morning America Deals & Steals event, which had a clearly stated 15-day return policy from the date of receipt. As a small business, we adhere to this policy to ensure fairness to all customers. Unfortunately, since the bag was received in August and was used for multiple games, it falls well outside our return and replacement window.
  Im very sorry to hear about your experience and that the bag didnt hold up as expected. While we cannot issue a replacement at this time, Id still like to offer you a discount on a new bag should you wish to place another order. Additionally, I will review our websites policies to ensure clarity for future customers.
  I appreciate your feedback and hope we can find a resolution that works for you. Please let me know if youd like to take advantage of the discount.
  Best,

  BKLYN LNDN TEAM