ComplaintsforHype Socks, LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed the order was told on or before 12/14/2023 delivery. Never received it on or before 12/14/2023. Payment was sent and cashed by them. On 12/20/2023 received a call from another school that was using this company and they had my order. Hype socks said they were sending a shipping label to the other school for them to send out and be overnighted. I called Hype on serval times to check on the tracking and they had nothing to provide. I have sent several emails with no response. I STILL have not received the product. This was for a fundraise for a Junior Class in preparing for their senior year and now these children have been robbed.

  Business response

  01/23/2024

  Order ******* - 60 pairs of custom socks for ******** Senior High School in NY - was set for delivery mid-late December, and was accidentally sent to a different address on file. This was our shipping department's error, not the customer's. This package was located and shipped to ******** Senior HS, but arrived late for January 10th. We agree, the customer is welcome to receive a full refund and return the order. We are also open to them keeping the order at the original price, with a free order of 60 pairs in the future. We are very sorry for the honest mistake of shipping this order to the wrong location. I have reached out to the customer personally, with this offer, and either way, we're adamant on resolving this issue.  (attached are delivery confirmations and offer to the customer)

  Customer response

  02/01/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am the ******** *** ********** ** ***** and Rec. Hype Socks reached out to us selling custom sports socks.Early on, I would receive 3-4 generic emails per day asking me to buy socks, even though I was talking specifics with salesman.Once I agreed to place an order, my salesman didn't respond for over a week and I had to call customer service and get another salesman to help me.(However, he never followed through and sent me an order form either.)Once my original salesman did contact me, he sent me the wrong order form.Once I had the correct order form and placed an order with the company (8/21/23), I never received confirmation.After follow up of receipt of our order (8/25/23), they asked me to send them a photo of our payment check so they could start production.I sent the photo, and again no confirmation.[I now see that in the email requesting the photo of payment, they were asking for approval of the order, however, they highlighted the request for the check photo and had the order approval request so convoluted that I didn't realize they were asking for approval of the order.Therefore, I never approved the order.]I had to follow up several times on production of the socks.Once finally confirmed, it stated that my order was placed on 8/25/23 (when it was actually placed on 8/21/23, showing that my salesman didn't place my order until I followed up on it four days later.)For the next week, I received an invoice for another customer several times a day.On 9/1/23 I had to follow up for confirmation that they had received our check photo.No notice was given that the socks were completed or shipped, but they arrived around 9/15.When opened, the socks were wrong; made in reverse color. I immediately emailed my salesman and customer service. I received no response so first thing on 9/22/23 I called customer service.They said my salesman would help me.No response to follow up emails.Asked for supervisor.No response.Promised salesman would call and email.Nothing.

  Business response

  10/24/2023

  We greatly appreciate being informed of issues in our process, to continue to better our operation, but it was concerning to see this issue happened. I spoke with the customer and her husband, ******** and ***** *********, confirming the issues, and we worked towards a resolution of providing the 13 pairs of socks in replacement. We additionally offered an extra 48 pairs complimentary, replacing and also doubling the order. The sales rep had the correct form, but our production team made a mistake, which made it difficult to identify early on. The sales rep was sat down and now understands the time sensitivity to responding, as well as how to handle these situations. We trust this is sufficient in resolution and appreciate your customers feedback along the way on this order.

  Customer response

  10/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******** *********

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased customized socks directly through Hype Socks to help support our basketball association. When I placed the order on 11/21/22 I was able to see what the different style socks they were offering, plus what color they would be since this was a custom sock with our logo. Fast forward to when I picked up my socks on 1/18/23 and it looks nothing like what I ordered. The socks I ordered were royal blue, white and red in the picture on line. What I received was maroon and navy blue. I tried working with the company and they kept wanting to push me back to the basketball association. I told Hype Socks that I purchased the socks through their website and paid them directly. The pictures they provided on-line with the correct colors for people to see when ordering was not what the socks looked like when I picked them up. As you'll see on the receipt the sock color is visibly different than the picture of what I received.

  Business response

  01/30/2023

  Sock Order *******, for the organization SLP Basketball (attached), with **** *******, was placed on 12/12/22, using the yarn colors White/Navy/Cardinal Red/Grey/Pink.

  The approved mock-ups, using the clients logo, with these yarn colors were presented twice on the order form. Additionally we sent a color confirmation email on the day of the order's placement, which notates them again. We were alerted after delivery that **** was expecting them to be using "red" and "royal", instead of "cardinal red" and "navy". Sales rep Daniel offered (1) A re-run at our material cost, or (2) 30 free pairs (which the color situation only revolved 47 of the 62 pairs of socks).  Two generous offers, which sales rep, Daniel H offered, simply based on the complaint, not in regard to there being an error. 

  **** chose to decline both options, and then ******, who is a parent of one of the basketball players, began contacting Dan demanding a refund. On 1/23/23 Sales Manager Luke G, clarified all of the details to ******, including confirmation emails and the offerings that have been presented. **** W said he would bring this back to the board to review their mistake on 1/23 as well. 

  Colors in question - Cardinal Red and Navy ---- Colors ****** expected - Scarlet Red and Royal Blue

  1) Logo sent with cardinal red and navy colors

  2) Mock ups with cardinal red and navy colors

  3) Order form with cardinal red and navy colors

  4) Confirmation email with cardinal red and navy colors

  We've attempted to resolve, though the customer's error, in attempts to retain the customer's (**** *******) future business. ****** is simply an indirect buyer of our socks and incorrect on these presumptuous claims.
  

  Customer response

  01/31/2023

  I am rejecting this response because: The pictures that were provided on their website to purchase the socks do not match what was received.  Anytime you purchase fan wear from a company working with an association, what you see in those pictures is what you get as they are all special orders.  Why would any customer purchase fan wear thinking it would look different than what they see?  Obviously a mock up of some sort had to be done to make the page to purchase from.  Why would the company think the colors would be any different than that?  
  

  Business response

  01/31/2023

  As clarified in my original response, on 1/30/23, the colors of the mock-up designs were used directly from the logo we received, from **** *******, the person who we made a team store for. We have not been in communication with ****** at any point, until complaints for ****'s online store socks were presented. We're not sure who she is honestly, and have filed a response to the chargeback and BBB review. The logo that our customer, **** *******, sent (which we use to generate the mock-ups directly) was cardinal red and navy blue, as seen on the left side of the attached picture. The correlating yarn colors, used to make the socks can be found directly next to it. 

  Customer response

  01/31/2023

  I am rejecting this response because: NO ONE would have purchased any socks if they would have seen cardinal red and navy blue as the colors on the mock ups that were on your website when purchased.  There has never been a fan wear store presented to association families with the colors that don't match what the team colors are.  So they your going to sell custom socks to anyone and the picture of what is seen on-line isn't what you're going to receive then state that.  I am a parent who purchased socks, that is who I am.  I spent $75 on 5 pairs of socks as I thought my children would like them to match their uniforms since that is what I saw on-line from your store when I purchased them.  Again, otherwise why would I purchase custom socks that wouldn't match their uniforms.  I tried reaching out to you directly because I purchased them from YOU, HYPE SOCKS not SLP basketball.  You are the one that took my money for custom socks that didn't match what was seen on-line.  Since it wasn't stated the colors would  be different, that would be some what of false advertisement.  I've worked with other vendors for fan wear and there have been mistakes, but they've fixed them at no additional cost.  What I'm seeing here is push the blame onto someone else.  Please tell me how you can make a sock look royal blue, red and white on your on-line store, but when we receive the socks we get maroon and navy blue.  I would have been able to visibly see the difference when I was looking at the on-line store.
  

  Business response

  02/01/2023

  We've responded in full. 

• Initial Complaint

  07/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an order of socks and paid in full on 6.3.22 and after weeks of delays and promises to recieve my order I was never provided tracking that the order was sent. I have requested a refund more than once and have yet to recieve it or my purchase.

  Business response

  07/27/2022

  ***,

  The complaint from ***** ******* (Complaint ID ******** ***** ******* ******* sent to BBB on 7/4/2022) has been resolved and we are working with him now on additional orders.
  
  Thank you, *** for your help!
  
  *****, we're excited to continue working with you on awesome socks.

  Customer response

  07/28/2022

  I accept the business's response to resolve this complaint.
  

*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. ↩