UPDATE (22 AUG 16): The second part of my original complaint and post was that Fanatics.com has a responsibility to PROPERLY annotate in their shipping to military APO and State Department addresses overseas they ship FEDEX, which goes thru New Jersey as Space Available Mail and will take the full 6 weeks to arrive. This could also raise the awareness of the issue to higher level management so they could change their shipping policies and procedures for military overseas.
****I VERIFYIED ON THEIR WEBSITE THAT IT STILL SAYS "UP TO FOUR WEEKS" FOR SHIPPING TO A MILITARY APO ADDRESS AND THIS IS INCORRECT! IT TAKES 6 WEEKS USING THEIR CURRENT SHIPPING PROCEDURES! FANATICS DID NOTHING BUT LIE TO ME WHEN THEY STATED THEY WOULD CORRECT THE WEBSITE IN OUR EMAIL CONVERSATIONS AND 30+ DAYS LATER, THERE HAS BEEN NO CHANGES MADE.
****DO NOT PURCHASE FROM FANATICS.COM IF YOU ARE STATIONED OVERSEAS. YOU CAN GET THE SAME PRODUCTS FROM AMAZON OR NFL.COM, ETC!
I placed two orders with Fanatics.com 21 and 22 June 2016 for NBA and NHL Championship gear primarily for my children. The shipping address is a military APO address in Germany. I looked at their site for shipping and it indicated FEDEX, which is sent USPS at the exchange points either in New Jersey (6 weeks USPS SAM) or thru Chicago / Detroit (7-10 days USPS Priority Mail).
I am deployed in Kuwait and the last two experiences I had with online vendors using FEDEX to USPS resulted in positive experiences and 7-10 day delivery from the shipping date. I did not have reliable access to call and verify shipping methods with Fanatics.com (normally most customer services do not know the answers outside of Supervisors or Managers anyway). I placed the order when Fanatics stated 2-4 weeks for delivery in good faith.
First, they shipped the two orders in "EIGHT" different packages. When I checked the online FEDEX tracking numbers on 13 July, it stated varying delivery dates from 10-13 August. My family departs on vacation without me (again, I am deployed) on 05 August. Now I have to explain to my children why they will not have their items before they depart that I promised them.
I set up online tracking with FEDEX. I then called their 24 hour Customer Service at *******679 at 0352 AM on 13 July 16 and spoke with a "John". I asked for a supervisor and told him I did not want to become upset with him since I already knew it was out of his control and a Supervisor or Manager was the only one that could make changes in their website on shipping comments, re-ship my order straight USPS, etc.
John told me the supervisors and managers do not start work until 0800 EST and I tried to give him my email address so a manager could contact me. However, he asked me to explain the issue. I did, and then he told me in a rather cocky way that Fanatics.com doesn't control anything that happens after they turn the shipment over to FEDEX. I then started explaining why this was unacceptable. He interrupted me and told me not to curse at him, which made me even angrier, which is why I wanted a manager in the first place. He tried to speak over me and I eventually hung up and will wait to call back after 0800 EST.
My intent is twofold: Have my order reshipped in one box via USPS to the APO box in Germany since there is still time for it to get there. And two, to inform management they have a responsibility to PROPERLY annotate in their shipping to military APO and State Department addresses overseas they ship FEDEX, which goes thru New Jersey as Space Available Mail and will take the full 6 weeks to arrive. This could also raise the awareness of the issue to higher level management so they could change their shipping policies and procedures for military overseas.
I have received three emails asking me to rate my orders at Fanatics.com in the last week featuring their Vice President of Operations, Lonnie Phillips name. I would love to discuss their shipping policies and staff with him, but that will most likely never happen.
UPDATE: Fanatics.com contacted me shortly after I posted the original review and worked this out to an agreeable level of satisfaction.