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Business Profile

Athletic Apparel

Rally House

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Athletic Apparel.

Complaints

This profile includes complaints for Rally House's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 48 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have ordered a gift card. Two weeks later it has not shipped. I have contacted via live text, email and now phone calls and no one will help me. They have just taken my $50 and is refusing to help.

      Business Response

      Date: 11/25/2024

      Hello and thank you for reaching out! In doing some investigating this issue, I came across your purchase. Looks as tho the gift card was sent over night to Address 1: **** *** ***
      Address 2:
      City: Rison
      State/Province: Arkansas
      ZIP/Postal: 71665
      Country: United States

      With a tracking number of ******************. Ive attached the tracking site on the bottom as well. I will file a claim on the tracking as of today to see what happened with said package. As of right now a claim has been filed. I will continue to monitor the claim as well. Feel free to reach out to my email at [email protected] for any follow up questioning. 

       

      ****************************************************************************************************

    • Initial Complaint

      Date:10/10/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They charged the amount 47.07 to my card and the transaction was denied on their end. I contacted customer service and was texted back that they don't accept prepaid debit cards, even though this is nowhere stated on the website or at checkout. The amount was debited from my card. The order never went through, and I am out the money. Stuck here with no recourse.

      Business Response

      Date: 10/11/2024

      Hello *******  thanks for reaching out.  I can see the charges did not go through on our end.  This sounds like it may be a pre authorization that you should see drop in the next 24-48 hours.  Please call us at ***************

       

      Thank You

    • Initial Complaint

      Date:06/05/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a hat online. I immediately realized it was being sent to my old address and canceled the order immediately. I received a notification the next day that it was being shipped anyways to my old address even though I canceled. Online agents told me to call ***. *** says there's nothing they can do; it's the shipper who has to change it. The agent also told me it was in transit when *** said they only printed the label and it shouldn't be a big deal to change it. The shipment continues to be delayed in the meantime. I was hoping to have it before I leave town on Saturday. Had I known this was going to be such a hassle, I would have purchased in store and saved the $7 on shipping. I want a refund and canceled order or ship to my current address by Friday.

      Business Response

      Date: 06/05/2024

      Good morning ********,

      I apologize for your less than pleasant experience.  I will take ownership of this and make it right.  We will refund your purchase.  Depending on your card you may give it anywhere from 2-10 business days to see the refund post to your account.  Also, here is a 25% off coupon code for use on a future purchase.  Thanks again for your patience and allowing us to correct the situation.

      **************

       

      Thank You,

      ***** *****

      Rally House

      Director of Customer Service

      *********************

       

       

    • Initial Complaint

      Date:05/20/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      - ordered on 5/10/24 Paid $168.62 I ordered the following ***** ****** Fresno State Bulldogs Grey Performance Short Sleeve T Shirt Size: 2XL Qty: 1 $35.99 Shipped ****** Fresno State Bulldogs Mens Navy Blue Sideline Knit Shorts Size: XL Qty: 1 $59.99 Shipped ****** Fresno State Bulldogs Mens Navy Blue Legend Shooter Long Sleeve Hoodie Size: 2XL Qty: 1 $64.99 I only received one item, but they claimed to have shipped all 3. The one item that arrived had a package slip indicating only one item had shipped. I contacted the company and they indicated all the items had shipped and delivered by proof of a photo from UPS and to contact them. Yes UPS did deliver the ONE item but I am still missing two as they were never shipped despite their claims which can be proven by the package slip and one tracking number provided. They have not tried to resolve the problem, blamed UPS, and are now ignoring me. Order Number ******** Additionally, the quality of the product I did receive is terrible.

      Business Response

      Date: 06/24/2024

      Hello *****,

      Sorry for the issue you experienced with your order.  We are looking into why the two items did not ship.  Once we have more information our customer service team will reach out to you directly.  

      Thank You,

      Rally House

      ***** *****

      Director of Customer Service

       

       

      Business Response

      Date: 07/01/2024

      Hello and thank you for the response *****. After some research it would seem we were still waiting on the vendor to get back with information regarding the shipment. Vendor was out of stock of the remainder items and was awaiting shipment to finish the order off. After the label had been sitting waiting for said shipment a "cancel remaining order" request was sent to the vendor. At which time a refund for the remainder of the items on the order to be refunded. Which has since occurred. We certainly apologize for the lack of communication and we hope to strive to do better in the future! 

      Customer Answer

      Date: 07/02/2024


      Complaint: ********

      I am rejecting this response because: I was still overcharged for the item I received. I paid tax on all three items as I stated in my previous response.  

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:05/07/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I cancelled this order and was only refunded $15 out of the $60. I never received the item and contacted ****** and they said Rally House needs to refund the remaining balance of $45 which I am still being charged for. I included screen shots below for reference. Order Number *******

      Business Response

      Date: 05/08/2024

      I am very sorry for the error on part. The refund of $60 was submitted immediately but did not go through and we did not catch it. We have a new merchant processor now and have a concrete process for refunds that are in an error state, as sometimes happens. On 4/13 a dispute was submitted to ******* by the customer, but it was only for $15.00. We did not argue the dispute so the customer was issued the refund of $15.00. I have gone ahead and refunded the remaining $45.00. Again, my sincerest apologies for the error.

      Thank you,

      ******* *******

    • Initial Complaint

      Date:12/18/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [BBB transcription, see attachment] I purchase a sweatshirt a Rally House on 11-11-2023 for 69.38 At Rally House but it was on sale for 54.99 the sale person told me I have to paid for it again that I will receive my refund back in my account in three business days it Dec -11-2023 I have not received my money yet

      Business Response

      Date: 01/08/2024

      Thank you for reaching out and we apologize for the experience you had at our Macedonia location. After looking into your transaction history a refund was processed back to your original form of payment on 11/11/23. I have attached a copy of the return form from our payment gateway that you can provide your Bank/Credit Card company for them to look into further.

      Customer Answer

      Date: 01/10/2024

       
      Complaint: ********

      I am rejecting this response because:

       

      I did not receive the money please send the documents showing the gateway that the refund was sent 

      I can look on my phone I went up there several times as well 



      Sincerely,

      ***** *******

      Business Response

      Date: 01/22/2024

      Hello,

      I have provided the customer with the requested information showing that there was a refund processed back to their card on 11/11/23. I am unclear how to proceed from here, can you please assist.

    • Initial Complaint

      Date:09/25/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted Rally House in August about an item that I did not receive. They said that I would receive a refund in 5 business days. Here it is well over a month later and no refund. I have made several calls to customer service about my purchase and now the company refuses to replace my item from order number ******* or issue a refund.

      Business Response

      Date: 06/05/2024

      Hello *****,

      I just started with Rally House and I am reviewing concerns.  I understand you had an issue with the shipping of an online purchase in the fall.  Please reach out if this has not been resolved.  Also, here is a 25% coupon code for use towards a future purchase on rallyhouse.com.

      Coupon Code: **************

      Thank You,

      ***** *****

      Rally House

      Director of Customer Service

      *********************

    • Initial Complaint

      Date:02/15/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered $200 some worth of items. They never arrived. I contacted rallyhouse, they said they were looking into it, zero follow up, i reach out again, the same answer, i am told by Friday i will have an update, another week goes by, zero update. I contact them and they said oh, there's nothing we can do. Awful customer service, zero follow up, so poorly ran. Scam. Stay away.

      Business Response

      Date: 02/23/2023

       This is a response from Rally House regarding complaint ID *********
      We value all our customers at Rally House, and go to great lengths to ensure each interaction is a positive one.
       However, we are suspicious of the validity of this claim.
       This customer has claimed her only previous order with us went missing as well.
      The details of the customer’s currently disputed order are as follows:
      Sales Order ******* was placed on 1/5/23 for $280.60.

      There were five items in the order.
      One item was out of stock. Customer was refunded $42.19 on 1/5/23.

      The remaining four items were shipped via ***. There were two shipments.
      The *** tracking numbers were ****************** and *******************
       Both shipments were delivered to ***** ***** *** **** *** ***** ********* ** ***** on 1/11/23 at 11:22am.

      Customer Answer

      Date: 02/28/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
      Complaint: ********
      I am rejecting this response because:  Being suspicious because my first order you stated was the wrong order, so they refunded it. All discussed over chat, i was promised i would be refunded by two different employees
      Regards,
      ***** *****

    Rally House is NOT a BBB Accredited Business.

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