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:12/13/2024

  Type:Service or Repair 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.

  Our daughter was a Team USA figure skater. We were so happy to support her new journey of ************* at ********************************* in ******, *********We shared all the fundraising. She had family purchase her gifts and she also raised $400 that came with "rewards". When she never recieved them they turned us back to our coach. With no shipping info. Her rewards and sponsored gifts from donors were never sent. The first reply was basically check with the coach that recieved a package one month after her season ended and four months from the fundraising date. She will never get the gear people purchased for her while competing and the best we got is an "I can replace her order if approved". No shipping information was given nor response on what she earned from fundraising. Grandma and friends placed their orders in September. They responded well replace in two weeks and said nothing about the fundraising "rewards". I guess she doesn't get those either and the shipping information for what donors bought her is not a request that is answered.Hoping this platform isn't used for Track. I bought kids and donated and now I know they will not come.

  Business Response

  Date: 12/23/2024

  We are appreciative to provide a response to this matter, although we previously believed this matter had been resolved at the customer's request.

  One of our product features is a custom spirit store that creates items to order through complex multi-factor manufacturing processes, including design, inventory, manufacture, quality control, and shipping.  

  While we have no way to confirm or deny the customer's issues prior to them contacting us, our support-team's first contact with the customer was when we heard from them on or after December 12, 2024 - in multiple channels, including here.  

  We confirmed that there may have been items missing from a shipment, and then confirmed with the customer that we would re-order and replace *all* of those items free of charge.  The re-order was placed the same day as receipt of the initial customer communication.  

  Shortly thereafter, the customer contacted us again, indicating that they may not have been clear about an additional missing item, and asked us to solve for that as well.

  We have done so by also ordering and providing an additional item, at no cost, to the customer. 

  We celebrate the customer and their student athlete and are glad to have reached resolution.  Based upon our records, the customer's first notification to our support line occurred in December 2024, and the matter was solved within 24 hours.  That is the level of service that we aim to provide, and although we are not clear why the customer did not contact our support-team directly prior to that date, we understand that they were nonetheless disappointed, which is why we have offered additional items, as a reflection of our appreciation, at no cost. 

  We believe, in support of the customer, providing all new materials at no cost, and not seeking return of any other materials, finishes the production job for their order.  We hope the custom spirit products provide joy for the family and their student athlete. 

  Best Regards,

  Snap! Mobile, Inc.

   

   

   

  Customer Answer

  Date: 01/07/2025

  1. There cannot be a replacement of an item that was never sent. The response implies items were replaced at no charge. Items never sent cannot be replaced nor could Snap provide shipping information upon request nor proof of any kind the items were sent. They simply responded to contact the coach if I had an issue.

  2. The items were sent to the team well after completion of my daughter's season. So even if the items that were never received by my daughter were still in that shipment it would have been well after completion of her season 

  3. I did receive the items and am happy to close the complaint, but I want this response sent because 

  the reply was not truthful nor supportive to athletes. I waited until December to contact snap because when the coaches finally were able to reach out to girls to get their items there was no itemization sent that included my daughter's items and it was not until she asked I was directed to Snap

  Thanks for sending the items late but note they were absolutely not replacements, nor received in a timely matter. Transparency in fundraising should not include rewards or stores when the company cannot provide an itemized list to the team and responds in this matter to parents and athletes. 

  I look forward to promoting a different platform and sharing our experience.

  Customer Answer

  Date: 01/07/2025

  
  
  I am fine with the resolution, I just don't want the inaccuracies in their response and snark comments about when I reached out to not be responded too. 
  
  When you can provide a shipping manifest proving something was sent you cant call new items replacements.
  
  When you send the items after the seasons complete and the coaches can't get together until after Thanksgiving there is going to be a delay. 
  
  If you want to help the first two responses shouldn't be not our problem, talk to the coach we sent it.
  
  Overall unprofessional and not the type of individuals that should do business related to children.
  

  
  

• Initial Complaint

  Date:05/26/2023

  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.

  I was double charged for my son's soccer "Fall Deposit" of $312. The original invoice was processed days after I authorized payment. Then 2 days later I was charged $312 AGAIN, for the same Fall Deposit. They said they would refund my card due to their error. They lied at worst, or were negligent at best ***************, my credit card *** never received the refund. When they finally did so (after multiple call and emails), they sent me a $25 invoice for THEIR ERROR. They should do the right thing and not charge me for a mistake on their end. They have not returned my calls or emails. Pls help me resolve this fraudulent charge/.

  Business Response

  Date: 08/21/2023

  Hi *******,

  I am so sorry to hear about the double charge. Can you please email ************************************* and provide your son's campaign details and we can get this resolved as soon as possible? 

  Business Response

  Date: 08/21/2023

  Hi *******,

  I am so sorry to hear about the double charge. Can you please email ************************************* and provide your son's campaign details and we can get this resolved as soon as possible? 

  Customer Answer

  Date: 08/21/2023

   
  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.
  
  Sincerely,
  
  *************************