7215 Financial Way
Jacksonville, FL 32256-6853
Accredited
Accredited Since: 3/1/2006
Years in Business: 24
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663 Customer Complaints
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Most Recent Customer Complaint
Complaint Type: Problems with Product/Service
04/15/2019
I ordered a mlb shirt for my son. I paid full price $34.99, plus tax. Upon its arrival, it was too big. I wanted to exchange it for a smaller size. The company does not offer an exchange option and I was told I needed to return it for $9.99 shipping and then order the new smaller size for another $4.99 shipping. Why is shipping twice as much to return it as it did to deliver it? Also, why should I pay for delivery shipping twice? So a $35 t shirt would ultimately cost me $54 with all shipping costs? When I asked the customer service rep they told me it was policy. They would not offer any discount on the shipping of the new small shirt or allow an exchange. Their website says simple and hassle free returns. This is not simple or hassle free. Additionally, I believe the particular shirt I received is irregular or mismarked. The size I purchased is the usual size for my son, Mens M, he owns several other shirts by the manufacturer (Nike) in this size, yet this shirt was equi
Fanatics Retail Group Response
04/25/2019
***** **** ****** *** *** ** ***** ********
Upon receiving this complaint, we reviewed the details regarding the consumers frustration with our return policy. The consumer reached out to Fan Services and was unable to receive a timely resolution. We are sincerely sorry for the inconvenience this has caused. We were unsuccessful at reaching the consumer via phone, however, we have emailed the consumer to advise of the following resolution:
A return fee is collected to cover the label fees. This fee is only deducted if the consumers chooses to utilize our label. As a onetime courtesy, we have waived the return label fees in our internal system. We ask that the consumer returns the item for a refund. Once the item is received and processed, the consumer will receive an email confirmation including the refunded amount.
We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t hesitate to contact me directly at 904-383-3604.
Sincerely,
******** *********
Executive Fan Relations
Customer Reviews
509 Customer Reviews
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Most Recent Customer Review
04/28/2019
The mlb label is not the same as the one shown on the website photo. It's missing the authentic mlb label. Did I pay for a real or a fake?
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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.