ComplaintsforSuibstantial
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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
My husband bought a pair of shorts that are too big. We asked for a refund OR a replacement of a smaller size. The company offered him $4.00 and keep the shorts. This is NOT acceptable as this was over $52.00. They will NOT send an RMA or do anything aside from up the ante $2.00 for each email and at this point, it's ridiculous. Their website says full refund if within 45 days and we notified them 2 days after delivery.Initial Complaint
08/06/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
Absolute scam. Do not use. Ordered 26 Jun and never got product, only a long list of sob stories why it was never delivered. Got two tracking numbers, one originating in China and the other in Sweden for a product that was supposed to be from Kentucky. I don't know if the Tracking sites, 17 Track and TrackingHub.com are legit or just another bogus site to try and lend authenticity to *****************Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I ordered three shirts and one pair of shorts and received only the shirts . I tried contacting support but kept rerouting me back to tracking. The product does not look like the pictures on Instagram and is generic and poor quality . I was trying to get a refund.Initial Complaint
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Details of the issue with Suibstantial: - On 6/14/24, I ordered a pair of shorts and a shirt from their website. - The invoice they sent included 3 more items that I did not order (see attached). - I immediately contacted their support via email (there is no number given that can be called) directing them to correct the order. There was no response. - I contacted them through the same method long before items shipped and demanded that they cancel the order and refund the entire amount. There was no response. - I contacted them 2 more times in June & July 2024 with no response. Eventually all the items arrived, to include one more that wasnt even on the order. - The bogus items on the order were all size small, so I cannot use them even if I wanted to. - As your warnings described, even though they claim the items are American made, the shorts shipped from Ireland. They are also extremely small for what they claimed to be XL. They are equivalent to a men's size 34, which is a medium. - They advertise heavily on Facebook so I filed a fraud complaint with them. Suibstantial seemed to disappear for a while, but they are back.Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I ordered a size large in these shorts according to their sizing chart. They are two sizes too small. I emailed to request an exchange. They said my order was correct and no exchange would be done. I then asked for a refund, per their refund policy I have 45 days to contact them which I need immediately. They first offered me $4 for compensation, I said NO. I emailed again and asked for the refund and was offered $8. This company is a scam. You can clearly read their refund policy that they are not upholding. This company is not in KY it is overseas somewhere.Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Placed an order on June 12th, 2024, on ********. Received the merchandise In July. The add stated it was an American business and when I received the tracking number it was stuck in US customs from Spain. The items didn't fit and was not what I ordered, and they refuse to return my money when I wanted to return them, they said it would cost too much money to mail back. They offered to return $12 out of the $109 that I spent. ******** should not be promoting these scam businesses, and they need to return my money.Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Ordered apparel for an occasion from the company with the understanding from the advertisement that it was made and shipped from Kentucky. Once the order was made, I received the confirmation, the tracking information came and it was from overseas. I then tried several times to cancel the order and even called PayPal to stop payment with no resolution or satisfaction. The order arrived while I was out of state and then I started trying to get ahold of the company to start a return. None of my attempts to reach the company for a return has been answered. According to the website the customer has 45 days to return. I have followed all of the directions set forth by the company and have not received any response. I believe that this company sold products under false pretenses from a false location and have bee ignoring my attempts at a refund for return. Would like assistance on a resolutionInitial Complaint
07/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Ordered 4 Shirts based on get them before July 4th. I ordered shirts on 6/14/24 and finally received them on 7/13/24. One month to get the shirts and didn't even get close to having for my 4th of July event. This company obviously is a 3rd party leach trying to make money and letting someone else do the work. They need to stop advertising products that they have no control of. These shirts ended up coming from Germany although on their site they have an American flag on it representing a US company. Liars. They maybe in the US but the product is not. I have no use for these small business's that just add to the cost of products.Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Shorts arrived late and are too small. I went off their website size chart and it is not accurate. Website clearly states easy returns but they will not return or exchange them. They said to give them away. Company is a scam. Claims they are made and shipped in the US. But they are Chinese based and continually late on shipping. Also over charge once the item is in the cart with no explanation why. Terrible company and customer service.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered this well before the 4th if July and was said would be here before the holiday hence 4th of July appearal yet still haven't received I have emailed and have proof of emails yet all they say is its shipped and wait yet to track shows not shipped at all and still haven't received yet paid for
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
27 total complaints in the last 3 years.
27 complaints closed in the last 12 months.