Here’s an email that I sent to NFLshop.com today. The basic rundown is that I purchased two authentic jerseys from their online store. Why? I wanted the real deal. I wanted the best quality, the comfort of knowing that I did “the right thing” even if it was wrong for my wallet. Okay? Okay. Ha ha. Please forward to your friends because NFLshop.com doesn’t deserve our hard-earned money until they improve their quality control…especially on $250 jerseys. Thanks for reading…and yes, I could’ve been a little nicer in the email, but whatever. I paid to be an asshole in it.
Hello,
I called customer service last night about the “customized” authentic Ravens jerseys that I ordered. Although the customer service representative was very nice and understanding, I was extremely unimpressed with the level of resolve I was left with after getting off of the phone – a 90% chance that I can’t return it, or in his precise words, “typically, 9 out of 10 times, we won’t allow a return on a customized jersey”. Wow. Thanks a lot.
My complaint was very simple. I had just paid nearly five hundred dollars for what I assumed was the best quality jerseys (2) that I could buy, and what do I get? Stitching that was worse than what I could’ve done in home economics class in 7th grade, and not even a hang tag to help assure that I had received the right product.
You can imagine the disappointment in waiting 8 days to get something you’ve been waiting to buy for years only to receive something that didn’t live up to the expectations. The simple fact that nflshop.com would even use a “vendor” who didn’t have an adequate quality assurance system in place is absurd. I happen to work for a very popular retail clothing company and even the stitching quality on our $15 t-shirts are better than what I received. Heck, the stitching on my Premier (EQT) jersey is 100 times better.
Then the icing on the cake is that I can’t return it because the jerseys are “customized”. So, I guess you’re saying that you’re allowed to use poor vendors, and if the quality sucks, us customers have to suck it up? Plus, on the site, I only had the option of choosing an Ed Reed alternate jersey. You know what? I already have that! Are you saying that because I wanted different options than the poor selection you offered that I have to pay the price in quality? Again, thanks for looking out for your customer!
If I drive down to Baltimore from Pittsburgh (my current residence), and walk into the team store at M&T Bank Stadium, am I going to get the same quality? Do you really think that they would hang such garbage on their jersey racks? That’s a serious question, by the way.
If you’re in the business of sending out poorly stitched products for $250+, I’m afraid to order anything else from you. What will I get if I buy a $20 hat, or a $60 sweatshirt? You have really dented my confidence in your store and products. I guess with the popularity of the NFL, you guys are just taking us fans and our money for granted. Not that you really care, but I will be posting this on my myspace page to let my friends know how nflshop.com has decided to run their business. What I’ve learned from my experience is this:
1) NFLshop.com’s limited selection of authentic jerseys (at least if you happen to be a Ravens fan) forces you to order a “customized” jersey (non-returnable!). That’s $250+ wasted, almost guaranteed.
2) According to the customer service representative that I spoke to last night, nflshop.com uses a vendor to customize their jerseys. Obviously, you put your trust in vendors that have no right touching “highest quality” products. It’s obvious that QA isn’t very important to nflshop.com. This vendor/nflshop.com relationship, or lack thereof actually makes me wonder if these are the same vendors selling authentic jerseys on eBay for 1/5 of the price. I could’ve saved a lot of money if I had known that nflshop.com didn’t watch their vendors closely.
3) You only have a whopping 10% chance to return the product once you’ve received it if it’s customized, regardless of your situation.
4) Customized authentic jerseys don’t come with hang tags, so I can’t even claim that I didn’t wear it when I try to return it or sell it for way less than I paid for on eBay, etc. I mean, how can I compete on eBay when my authentic that I purchased from nflshop.com has equivalent stitching to the so-called fakes (w/hang tags!)?
For as much money as you guys make on us fans, you would think that you would be better at using quality vendors and putting a more reasonable return/refund system in place. At the end of the day, I’ll probably just have to keep the jerseys because I don’t see the point in waiting for new ones to arrive knowing that they may have the same issues. I’ll forever have paid $500 for two jerseys for a team I love supporting and the experience of getting ripped off by nflshop.com. Live and learn. I guess you’re used to that complacency in us die-hard fans. Thanks for taking advantage of us.
I look forward to you guys completely ignoring this email.
Sincerely,
Will Hare