ComplaintsforEquistitch Outfitters

• Initial Complaint

  12/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a jacket from ESO Fanwear on August 2. As of December 23, ESO Fanwear has not delivered the jacket. Spent $562 on the jacket. **************** is non-existent - pathetic. ESO Fanwear hides behind email - if they respond at all. ESO Fanwear/******************************* does not return telephone calls.

  Business response

  01/06/2023

  Business supplied email: ***************
  Use this address for any contact with the Better Business Bureau

  Business response

  01/06/2023

  The jacket was purchased on 8/2/22 at an event that did not end until 8/11/22. The jacket is personalized with embroidery and patches. A digital proof of the jacket was emailed for customer approval and was received on 8/25/22. Each customer at this event was informed that this item would not be produced by our company but would be provided through an outside, contracted vendor, including the customization. That vendor requires that the orders be batched and not be sent to them individually. Once we received the majority of proof approvals the orders were sent to the outside vendor in mid September. This vendor has had some supply issues with certain sizes of the jackets but I have been told that has been resolved. Even though our company did not close for the holidays the vendor did. I understand this customer is frustrated and we as a company are as well but we are dependent on this outside vendor to provide this item. I have been in phone contact with the vendor and this customer has been provided email updates as we received new information.

  Customer response

  01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The vendor has not provided any of this information to the customer. They have not provided any updates whatsoever and their customer service continues to be pathetic. We are now in month six of waiting for this jacket. Have not heard from this vendor for over a month with respect to status of receiving the jacket. This would have been a tolerable situation had the vendor provided regular updates. The vendor continues to hide behind email and does not answer their telephone or return calls. Only a couple of email responses received from the vendor after the customer made numerous telephone calls and sent numerous email messages. The vendor needs to start providing reasonable customer service.

  Business response

  01/13/2023

  Due to the nature of our business our customer service is done through email so that we have documentation of communications with our customers This customer was provided an update on 12/19 which is the latest update we have. Once the jacket is received by our company the customer will receive that update and tracking number for shipment.

  Customer response

  01/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Vendor is not following-up with the product supplier. The vendor was quick and happy to take a $562 payment for a jacket and not perform any of their responsibilities. This vendor should be following up with the jacket supplier on a daily basis and providing regular updates to the customer. The vendor significantly lacks in customer service. Again, this is month 6 of waiting for the jacket. The vendor has not taken any responsibility. Very, very disappointing customer experience with ESO Fanwear.

  Customer response

  02/14/2023

  ******-
  
  Thank you for reaching out to me to follow-up on this issue. After 6 months, we finally received the jacket. It was a surprise to receive the jacket through **** After all of the difficulty I had with the vendor, I expected them to contact me when it was shipped so that I knew the issue was close to resolution. It just goes with the extremely poor customer service that I received from the vendor through-out this entire process.
  
  I definitely appreciate the opportunity that BBB provides consumers as an outlet to bring vendor issues to light.
  
  Best regards,
  
  *********************
  

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