ComplaintsforRebel Athletic

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased shoes for my daughter on 8/2/24 in the size she normally wears, 4.5. Several other parents in our dance group also placed their orders around this time. Soon after, The dance coordinator advised our group that many shoes were coming in and were much too small (even though many of us measured and went off, rebel website specifications). The group ended up organizing a shoe swap with most girls being able to trade with someone else. My daughter ended up with a 6.5 shoe size, two sizes larger than should have been necessary based on specifications. No one was in need of the size I had ordered, so on 8/15/24 I initiated a return. These shoes were confirmed to have been received on 8/22/24. The return policy says once the shoes are received. It should take 7 to 14 days to process the refund. On 9/12/24, I emailed Rebel who confirmed the shoes had been received on 8/22/24, and that the shoes were going to be inspected for return eligibility. It is now 9/24/24 and I still have not received a refund or any information from Rebel. Another email has been sent to them for an update. I feel something is obviously wrong with their sizing and return process processing. It also feels not right that I have to eat the original shipping costs when obviously this is a huge problem given the issues our team has had. It feels like a scam in some way.

  Business response

  10/01/2024

  We received Jennifers return request on 8/15/24, and immediately approved the request, providing her with a return label to return the merchandise.  The merchandise was returned to Rebel Athletic on 8/22/24, via *** 1Z9784959094340756.  Rebels policy is to inspect and process returned merchandise up to 14 days after arriving back to our distribution center.  Since we were unable to process this return in our policy window, Rebel issued ******** a refund for the shipping and handling fees, as an extension of our appreciation for her business and apology for the delay.  Furthermore, the return was processed and refunded on 9/20/24, in addition to the shipping and handling fees. 

  Customer response

  10/01/2024

  I have reviewed the business response and accept this resolution. I was very satisfied with the additional refund that covered shipping and handling. I do feel for the others in my group that will not receive that refund. Thank you. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I reached out to a rebel athletic representative that I needed to place another order that I had placed before for one of my athletes. I also told the representative that we have a competition on October 22nd and i need the order before then. The representative told me that shouldn't be a problem so I collected the money from the parent and paid for it. Ever since then I have called and emailed the representative and I still have not gotten any confirmation that the order is on it's way it is 10/13 and I am really concerned that I won't receive it in time. I am extremely frustrated that I am being ignored I have an athlete who really needs her uniform on time. This is not great customer service.

  Business response

  10/30/2023

  When our corporate office became aware of this, we reached out to the customer to resolve.  The original order had 2 uniforms on it,but only 1 was paid in full.  The sales rep paid for the additional uniform, as it was their oversight, to ensure the custom uniforms would ship when finished in production.  Upon speaking to the customer we were able to get her uniform shipped early, and the additional one ******* paid for, the customer now is in need of, so everything has been resolved amicably for all parties.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 09/28/2023, I ordered and paid for a pair of mens cheer shoes for which I paid $124.49 , my debit card was charged on 09/29/2023 by Rebel athletics, I did not receive any confirmation email of any sort nor any shipping details. I have tried to contact the company by phone and email and have not been able to actually speak to a person, you can only leave a voicemail. It is 10/03/2023 and still no repose. As far as Im concerned this is Theft ! This company has a poor way of taking care of customers

  Customer response

  10/03/2023

  Was contacted by Rebel Athletic and was able to discuss and work out the issues so it appears the problem has been resolved I was advised the product Cheer Shoes was in fact mailed off to me and it appears a mix up with the email was reason I didnt receive a confirmation I have now received that information so I consider the issue resolved. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered cheer shoes for my daughter but they ended up being too small. She only wore them inside our house for around 3 minutes total before we decided to buy a bigger size. We packaged them back up and returned them within the timeline. I got a notice from Rebel that they will not accept the return because they have been worn/stained. They sent pictures and there are stains at the bottom as well as inside the shoe. Absolutely impossible based on my daughter walking inside our house for 3 minutes. I asked them to double check that they didnt mix this up with someone elses order because I am 100% positive these shoes were in perfect condition when I returned them. They still did not accept. Not sure if someone at Rebel is doing things to avoid taking returns or if this was truly a mix up on their end, but ** really upset that they will not return my money when we did nothing wrong. ****** learnedI will take pictures/video before making returns in the future.

  Business response

  06/07/2023

  Rebel Athletic did document the items as unreturnable, and did reply to the customer with additional information about shipping the items back, but did not hear that the customer was dissatisfied or upset until this complaint was received.  Rebel will contact the customer directly to resolve the matter.
  
  Although the items were documented by Rebel upon receipt as unreturnable, in a commitment to customer service, ********************** will make a one-time exception to its documented return position, giving the Customer the benefit of the doubt.  

  Customer response

  06/07/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Early 2022 I started working with our Rebel State Rep. She is absolutely amazing. However, ion 7/28/2022, we began to have issues involving the financial department, I was connected to a Rebel Customer service rep who no longer works for the company. The website states that they protect your financial an d personal identity by processing payments through Authorize.net and Amazon. When payment was made for the gyms practice wear and bags, we were directed to process the ACH payment through "BluePay" payment processing. This has been a nightmare. Our rep informed us that the payment was not processing. It would process and pull funds from the account, but then send Rebel a message a code of R20. We were told that the the code meant that the account wasn't meant for ACH transactions. I knew that was incorrect but ok lets talk to whomever, to discuss where the funds are. We didn't get a customer service rep until weeks after the problem started , and in this time frame Blue Pay continued to hit the account for funds, that Rebel informed us came from several different IP addresses outside of where we live. This was after we were told that Rebel void all transactions. The 1st CSR sent us. a list of transactions number, with 8 transactions showing pending dates 8/12 ad 8/23. We.ve been told since August that this was being investigated, BUT the CSR NEVER has a direct answer to any question. Upon receiving the new CSR we are still being told its being investigated. No answers, no merch other than practice wear , and dates that we continuously are being pushed back. The only positive is that the Uniforms are out of production so if they would resolve this matter with THEIR payment company, we can get them shipped easily. They are holding over 17k and merchandise with no answers after 3 months.

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2022/11/02) */ REBEL ATHLETIC RESPONSE TO BBB COMPLAINT Rebel Athletic is the original couture cheerleading uniform and accessory company. The Consumer ordered custom-made practice wear, bags, and uniforms. The Consumer has failed to pay Rebel in full for any of the products they ordered. This is an issue of the consumer failing to pay for custom-made goods, as agreed. Despite attempting to pay via ACH payments, the payments have not gone through. Rebel has repeatedly explained that pursuant to the agreement, evidenced on the sales order, it must receive payment before goods are released. Rebel mistakenly shipped Consumer's practice wear, thinking the ACH payment was valid when it was not. Rebel will gladly ship the Consumer's products when Consumer pays for the products in full, as required. Consumer placed seven sales orders with Rebel Athletic on May 31, 2022 and one additional order on June 1, 2022, for customized merchandise (sales orders are attached to response). Rebel requires full payment before it ships or releases any product to customers, as set forth in each of the sales orders. Per the recommendation of Rebel, it advises it Consumers to pay approximately three weeks prior to needing the merchandise. When Rebel was contacted regarding non-receipt of the Rebel Dream Bags, Rebel advised it would investigate the alleged ACH payments via BluePay. Rebel contacted BluePay discovered an ACH Return Code R20 had been received for the Consumer's ACH payments. This The National Automated Clearing House (NACHA) manages the ACH Network. When a transfer through the ACH network cannot be completed, NACHA generates a code. The R20 code explains the error in processing that led to the transaction reversal. The R20 code is a "non-transaction account" which was entered for the transfer by the Consumer. Types of non-transaction accounts are savings deposits or money market accounts. Rebel advised the Consumer the R20 code was a non-transaction account. Consumer stated she knows this is incorrect and reiterated it was Rebel's ACH provider's fault. For weeks now the Consumer has tried to blame the failure to pay Rebel on Rebel. Rebel has repeatedly pointed out this is Consumer and Consumer's bank issue. And when the funds reach Rebel's account, Rebel will ship the products. In an attempt to maintain the business relationship, Rebel against its policy provided Consumer with some of the merchandise - the practice wear, while the R20 code was resolved. Rebel still has not received payment in full for the merchandise it has shipped to Consumer, nor the other outstanding sales orders. After repeated attempts to collect the outstanding balance from Consumer for the shipped merchandise, Rebel contacted outside counsel to address the issue. As a form of evidence of payment, the Consumer provided a letter that was on its face fraudulent, with three different fonts. Rebel contacted Consumer's bank, Navy Federal Credit union, and the bank confirmed that they did not draft or send the letter that Consumer produced to Rebel in attempt to get Rebel to send products to Consumer that still had not been paid for. Outside counsel attempted to communicate with the Consumer to explain the situation and was hung up on by Consumer. Several emails have been sent from Rebel's counsel to the Consumer as further attempts to collect the outstanding monies owed to Rebel. Consumer failed to respond by the deadline and another follow up email was sent by outside counsel to Consumer advising due to the non-payment by the deadline and high demand for a product, Rebel was releasing the product to another consumer. The correspondence by outside counsel is included below. Rebel takes great pride in its customer service, and the wide majority of its customers are fans of Rebel because Rebel provides amazing products with impeccable customer service. Rebel cannot send products to customers who do not pay for the products, just like you cannot walk out of a Target store with merchandise in your hand without first paying for it. EMAIL CORRESPONDENCE FROM REBEL COUNSEL: From: Sent: Monday, October 31, 2022 9:11 AM To: Cc: l Subject: Rebel Athletic/ - MONEY PAST DUE , As a follow-up to our call today last week that lasted from 5:01pm to 5:03pm, and ended when you called me a "rude a**" and hanging up on me. The bullying tactics that you have launched upon Rebel staff and me will not be tolerated, nor will the false and defamatory statements you have made publicly. You asked to speak to me, and accused me of not answering your questions today. Interestingly, you didn't have any real questions. You instead tried to twist what my letter said, and reiterate that this is BluePay's issue, and BLuePay owes Rebel. As I set forth in the letter, and told you on the phone, code R-20 is related to your account. For whatever reason, the money is not able to be withdrawn from your account. You have proposed several excuses for this, said your account is frozen, and attempt to blame it on BluePay. If the money is not available in your account, it cannot be pulled by BluePay. It is that simple. This is not Rebel's issue. This is your issue. You agreed contractually that full payment is required before any item is shipped. On the call, you were yelling over me, I suppose that is your way of trying to bully me. Nevertheless, I said on the phone, and I am reiterating here, you owe Rebel money. The purchase orders are attached, along with signatures. You owe: Sales Order 48 - Allstar Uniforms $2289.40 (via wire) Sales Order 49 - Allstar Uniforms $4632.44 (via wire) Sales Order 50 - Allstar Uniforms $3966.57 (via wire) Sales Order 51 - Practice wear $1625.15 (via wire) - ALREADY IN YOUR POSSESSION, and PRODUCT WAS NOT PAID FOR IN FULL Sales Order 52 - Practice wear $1002.13 (via wire) - ALREADY IN YOUR POSSESSION, and PRODUCT WAS NOT PAID FOR IN FULL Sales Order 54 - Practice wear $1002.13 (via wire) - ALREADY IN YOUR POSSESSION, and PRODUCT WAS NOT PAID FOR IN FULL Sales Order 55 - Practice wear $1825.59 (via wire) - ALREADY IN YOUR POSSESSION, and PRODUCT WAS NOT PAID FOR IN FULL Sales Order 69 - Dream Bags $5995.01 (via wire) - The total amount due is $22,338.42. The amount due for the product in your possession that has not been paid in full is $5,455. As indicated on each sales order, "full payment including additional fees/ surcharges is required before shipment/ releasing goods. No partial shipments." Rebel considers the ACH "payments" that have never been processed and the funds have not been delivered to Rebel to be fraud. Full payment of all of the invoices attached are due. We will not ship any product until the payment is received. This means the money is in Rebel's bank account. The fake letter from the bank is fraudulent. We will not entertain any further communications about your ACH issues. When we receive the money in Rebel's bank account, we will release the product. All items must be paid in full. Thus, you must pay in full for the practice wear before any other items (once paid in full) will be released. We expect to receive alternative payment (wire instructions) within 24 hours for the practice wear that is in your possession. From: Date: November 1, 2022 at 12:09:00 PM CDT To: Subject: FW: Rebel Athletic/ - MONEY PAST DUE , Rebel has not received a wire transfer or otherwise received payment for the Dream Bags (or any of the other products). The Dream Bags are in high demand. If Rebel does not receive payment via wire today at 5pm, and the money is confirmed to be in Rebel's bank account, Rebel will be releasing the bags to other customers who have paid in full. We look forward to the BBB fairly resolving this issue. Please feel free to contact us for any further information. Warm regards, Rebel Athletic Inc.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are part of the community Non-Profit organization, **********************************, based out of Port Orchard. We purchased all of our uniforms, and quite a few bags and shoes from Ms. G*** in July 2022, BEFORE our season began. We have not received all of our order and continue to not receive any communication regarding when we will receive our order. We have cheerleaders who are disabled and are in need of bags to carry the necessary items required for cheer. Ms. G*** made a promise when selling her bags through the company Rebel Athletic, the bags would be in for the cheer season. We have still not received the bags an have been dealing with extra hardships related to Ms. G**** empty promises. We also ordered all of our uniforms through Ms. G***, with her fully knowing we have a male cheerleader on our squad in need of a pant suit uniform that she promised to offer. We still have not received this uniform. Both instances are forms of discrimination under RCW code 19.86.020 and should be dealt with immediately as this relates to discrimination against children. We have sent a notice to Ms. G*** informing her that we would be contacting this office as well as informing the main office of Rebel Athletics. We request as timely response as we are more than 60% done with our season and have spent thousands of dollars for products that have not been received. We thank you for your help and appreciate your response.

  Business response

  12/21/2022

  Business Response /* (1000, 5, 2022/10/12) */ Rebel Athletic Inc, a Texas corporation ("Rebel") operates on a business-to-business model. Rebel's customer is the ******************************************************, ****** ********. Rebel engages and conducts business with ******, and does not engage with or conduct any business directly with the athletes or parents of athletes of ******'s cheer team. All products ordered by *****/****** from Rebel were either delivered in early August, or on a normal production schedule after being placed in September. . Since our customer is *****/******, the details of those orders, payments, shipments etc., are only disclosed between Rebel and *****/******. Ms. ***** is a parent of an athlete at *****, and she conducted business directly with *****. We first learned of Ms. *****'s lack of information and communication from *****/****** on 9/29/22, and kindly replied to her that we were unable to release details of the order to her, as Ms. ***** was not a verified contact on *****'s account with Rebel. We also informed Ms. ***** that, while she was not our direct customer, we would be in touch with the *****/****** regarding Ms. *****'s complaint, in hopes it would be resolved between them. Initially, we were unsure as to why Ms. ***** was still waiting on an initial uniform, knowing that the order was placed and delivered weeks ago. After further communication with ******, we learned that upon delivery in August 2022, some of the uniform sizes did not fit, several were swapped around among the athletes, and a small replacement order for some athlete uniforms was placed in September. The replacement uniforms were in-transit during the time of this complaint and were delivered on 10/4). We take very seriously meeting our commitments in a timely manner and we do not and would never engage in any action that is discriminatory in any manner, and for certain not discriminatory against children with disabilities. As we present to you above, and as you will find should you investigate this complaint further, the facts of this situation do not in any way represent any such actions as alleged by Ms. *****. Ultimately, this is merely a miscommunication between ****** and Ms. ****, which we believe has been resolved or is well on its way to being resolved. Regarding the portion of Ms. *****'s complain about the bags, a clerical delay did occur in posting approval of the logo and bag design. In an effort to resolve this issue, Rebel has offered to upgrade the bag size/style for no additional charge. We are currently working with *****/****** on the various colors and choices that everyone will be satisfied with. Again, this clerical error is merely that, and is in no way an error that is in any way indicative of any sort of discriminatory action. Rebel has made an offer to resolve that issue and will ensure that the issue is resolved.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  As part of cheer athletics i ordered my daughters all star cheerleading uniform online, using both their app, sizers sent to the gym, and instructions for measurements and the sleeves alone were $100 before tax and shipping. The sleeves did not fit, not even close, and the gym has been trying to get her entire team new sleeves from rebal and they refused to replace and fit the sleeves. Special sizers were sent to ensure the detached sleeves would fit, but the majority of the team recieved sleeves that were too big and rebal would not approve a refund or replace the sleeves with ones that fit correctly. They also would not send out a rep to address uniform problems. Id like my sleeves refunded at this point, but can not get ahold of anyone at rebal.

  Business response

  05/18/2022

  Business Response /* (1000, 7, 2022/04/04) */ Notice of this complaint was not received until 4/1/22. Our records show we have never been made aware of any issue specifically for this customer, therefore have never been provided with any opportunity to validate or resolve such claim. Rebel Athletic is always willing to resolve issues if we are made aware of them. Unfortunately for this case, we have not been communicated with to request any assistance before this claim was filed with BBB. For Rebel's wholesale division, which operates on a business-to-business model, we kindly request further details be provided on this to the coach/owner who did business directly with Rebel so we may consider/resolve. Consumer Response /* (3000, 9, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our entire team, Big City Cats from Cheer Athletics Rochester had sizing isses, which the owners persued fixing,and rebel did not approve them to be fixed for anyone. The owners told the parents there is nothing more they can do,so im persuing this on my own because i do not find it acceptable that rebel wont fix the problem and im frustrated with the massive cost put on these uniforms that then were misfitting. We were provided sizers specifically for the sleeves, yet the sleeves fit nothing like the sizers provided. Business Response /* (4000, 13, 2022/04/21) */ Upon receiving more information on the case, we have resolved this matter with the customer, as we had not been contacted directly before. Consumer Response /* (2000, 15, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by CA proshop, which is ran by rebel for all cheer athletics merchandise. They have refunded my credit card, and sent a reciept and i am just now waiting for those funds to hit my credit card. They have also agreed to remake or fix the sleeves for everyone else on the team that had this issue.

*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. ↩