Lids Customer Service Issues

I visited Lids at Brea Mall in Brea, California on April 7, [redacted]. I arrived early to avoid crowds and intended to buy 4 caps with my company name and names on the back. The employee promised it would be ready within an hour. However, she only completed half of 1 cap while I waited. After walking around for 45 minutes, we returned to find no progress. The employee then started on another order. Despite assuring she would start on my caps, she did not. I felt neglected and my time was wasted. She claimed to have finished 2 hats, but only completed half of 1 out of the 4 I purchased. Disappointed by the unprofessional service, I requested a refund. This experience made me question if I would return to Lids in the future.

I visited your Lubbock Texas store with excitement to purchase new hats as I had received an email about a buy 2 get 1 free offer. However, two of the hats I wanted were not available in my size at the store. A customer service representative offered to order them online for me in-store. After some time, I found the hats on the website and we proceeded with the order. To my disappointment, the CSR mentioned I needed to find more than one hat in-store for the deal to apply, even though she was aware of the three hats I wanted, with only two requiring ordering due to size unavailability. This experience was quite disheartening, and I would appreciate being able to purchase my two hats and receive the third one for free. Thank you for your attention to this matter. - Victorio M.

We received a gift card as a present, which initially worked but now has an issue. There is almost a $25 balance remaining, but it won't function. After visiting the store of purchase, they contacted a service number and provided me with an email. The email mentioned that the card should work for online purchases, offering me to contact "Response By Email (Alexandra)" if needed; yet, I prefer buying in person. Unfortunately, my email replies are unsuccessful. I called LIDS, and they can only generate a support ticket for me to receive an email. I am frustrated with this back-and-forth. I suggest the Abbotsford B.C. store resolves this by invalidating the faulty card and issuing a new one with a readable strip for the balance. This gift card tradition from my son to my husband during Christmas might cease if this continues.

I visited Lids at the Galeria Mall in Henderson, Nevada recently. The associate Eugene was friendly but overly aggressive. Despite my stating that I was just browsing, he persistently followed me and mentioned embroidery multiple times, even after I declined. He disregarded my preferences, offering hats unrelated to my team, even though I clearly stated my team when I arrived. When I asked for space to look around, he briefly relented only to resume his pushiness. I understand he was doing his job, but his approach made shopping uncomfortable for me and my wife. It's challenging to shop with someone hovering close by. I tried to be polite, but he didn't ease up. Unfortunately, his behavior cost Lids a sale and possibly a customer, at least from that particular store.

On June 30th, I contacted Lids to address a delay in my order, hoping to receive it sooner due to the Raptors' recent win. I was assured by a representative that my entire order could be canceled. However, on July 2nd, I received an email stating that my order had been shipped, excluding one item that required an escalation request for cancellation. During my first call to customer service today, the representative was disrespectful, mocked my situation, and abruptly ended the call when I asked for his name and a manager. In my subsequent call, another representative shifted blame onto me for the shipment, despite the assurance of cancellation given previously. The representatives' unprofessional behavior, refusal to provide assistance, and suggestion that I calm down and be quiet left me frustrated. It appears they prioritized avoiding accountability over assisting customers like me. Now, I am left with an unwanted delivery and additional shipping charges. This disappointing encounter has led me to consider sharing my negative experience with others.

Hello, I am reaching out regarding my order #: 21-5[redacted] under the name Jillian K. The product I purchased and returned was the Wisconsin Badgers Colosseum Luge Fleece Pants - Heathered Charcoal (Product #: [redacted]). I paid $27.99 for it and opted for store pickup. However, upon return, I was charged a $9 shipping fee, and my refund was $19 instead of $27.99. I feel this treatment was unfair as I was not informed of the return shipping cost or the inability to return it to the store. This experience has left me dissatisfied and questioning my trust in this business. I would appreciate a reimbursement for the unexpected charges. Thank you. Disappointed but hopeful customer.

In April, I was excited to hear that Andrew Luck jerseys arrived at the store. I requested a small size and was assured they would hold it until the following week to check for any potential sale. However, this wait extended for months, leading me to visit the store eventually. Upon inquiring about the jersey, I was informed that inventory was disorganized. I asked two salespeople to search for it, but they were unsuccessful. Since May, this issue has persisted, and as of 10/14, the jersey has not been located. Despite my loyalty to the store with numerous purchases, it's disappointing to face such a challenge over a single item. Additionally, I've encountered difficulties with the lids.com sales team who have not honored the access pass, despite my significant spending with the company over the years.

Yesterday, I visited a Lids store at Robinson Town Center around 8:56 PM and inquired about the price of a Mighty Ducks jersey from an employee. Despite expressing interest in purchasing the item, he mentioned the jersey might be around $50 but claimed his register was closed and he couldn't check me out. Despite the mall's closing time being 9:30 PM, he insisted he couldn't reopen the register as he was new and didn't know how. When my brother entered the store and inquired, the employee remained adamant about being closed early and told us to leave. Even after we showed him the supposed closing time on the mall's website, he brushed us off, telling us to go to our own town to get the jersey. This encounter left me feeling discriminated against and upset. The incident occurred on 10/19/[redacted] at the Robinson Mall in Pittsburgh, PA. I believe such behavior should be addressed to ensure a more welcoming environment in your stores.

I have been attempting to buy an item for the past two days. Every time I try to complete the purchase, I receive an email saying the order was unsuccessful. After contacting customer support three times, I received contradicting information from each representative. Initially, I was advised to contact technical support in the morning, which I did. Later, I was told to use a different credit card, but the order still failed. On the third try, when I called again, I was abruptly disconnected. To resolve this, I need all my previous orders with the following numbers to be cancelled and refunded: [redacted] [redacted] [redacted] I've been using my credit cards for online shopping all week without issues on other websites. This experience has been draining, and unfortunately, I won't be buying from Lids in the future. Please reach out to confirm all transactions are cancelled. Thank you, Jennifer P.

I ordered a hat online with Order # [redacted]-[redacted]. Unfortunately, the hat (product # [redacted]) didn't fit me. I visited the Boardman, Ohio mall location to return it for a refund as I had done before, but was told I couldn't. When I contacted customer service, I was informed about the $9.99 return shipping fee, which I wasn't aware of as it wasn't explained during my purchase. After reading through the website, I discovered this policy, but it was not clear to me during my transaction. I am disappointed by this experience with lids.com and will not be making any future online purchases from them. It seems unfair that I have to pay for return shipping for a product that was not suitable and was unaware of this policy.

I have crafted over [redacted] hats at the Clearwater, Florida country side location for my business. You assisted in creating my logo, and I have consistently received complimentary embroidery services. The recent encounter with the new store manager left me perplexed as he stipulated a new fee structure - $10 for embroidery plus the hat's cost. Typically, I purchase Richardson hats for $19.99 and previously paid $16.99, inclusive of free embroidery, at the same location. The manager attempted to charge me $26 for the hat, which prompted my inquiry regarding a revised process. Should this adjustment be permanent, I may need to reconsider my hat-making operations. I am hoping for clarification since I have a history of collaborative business with you.

Hello, I recently received a pair of slippers that have a misprint and look awful. One slipper appears fine, but the other is not printed correctly. I believe they should not have been shipped in this condition. I would like a refund without being charged for return shipping, considering the defect. Strangely, the box I received did not contain any paperwork, only the items. My order number is [redacted]-[redacted]. I am frustrated with the lack of customer service options; I have been unable to reach anyone by phone, and the chat feature has never worked whenever I attempted to use it. Thank you for your assistance. Wendy D.

Hello, I placed two orders with Lids recently. Order # [redacted]-[redacted] is the one I intended to keep, but I noticed a discrepancy between the online description of the hat being [redacted]% cotton and the actual tag indicating it's [redacted]% polyester, which I found misleading. As for Order # [redacted]-[redacted], this is the one I planned to return. My experience with the return policy has not been positive. The cost incurred to return items is too high - $3.99 for shipping to the store plus $9.99 for the return fee, which significantly impacts the refund amount considering most hats are priced around $20. The return policy in place makes it impractical and economically unfavorable for customers, leading many to just keep their purchase despite the issue. This kind of policy contrasts sharply with competitors like Amazon, MLB, NBA, and NFL.com who offer more customer-friendly return options. Moving forward, I will advise others to shop from these alternatives rather than Lids or Fanatics unless necessary. Thank you for addressing this matter.

I bought 3 hats and 2 boxes on December 11, [redacted], with my son. Upon checking my receipt, I saw that I was charged for Embroidered Graphic Headwear, which I didn't receive. I contacted the store and was advised to return within 30 days, but I haven't been able to do so. I would like a refund for the missing item. I am a frequent shopper at your store. Please provide me with an email address where I can send a copy of the sales slip. Thank you. Sincerely, Dianne J Foley

There have been labor violations at the Traverse City Michigan LIDS store by employee TJ Gallant. I urgently need to speak to someone about this matter. I have made multiple attempts to contact Corporate without success. I have evidence in the form of a photo that I would like to share regarding this issue. I have repeatedly informed the district manager about incidents of violence and inappropriate behavior by the store manager Cody Pelkey, who has brought marijuana into the store and displayed disruptive behavior. These violations include disregarding fire codes, leaving the store unsecured at night, and mishandling cash deposits. Since I cannot reach Corporate, I am requesting assistance in escalating this matter on my behalf. Please refrain from emailing me; a prompt phone call is necessary to address this urgent situation.

I received a gift from Lids a few months ago and wanted to return a hat following their return policy. However, when I went to return the hat, an employee informed me that they didn't sell that specific hat and refused to issue a refund. Despite knowing it was purchased there and they carry a similar version with just a different logo, the employee claimed they couldn't help. When I requested to speak to the manager, the same employee insisted she was the manager. Feeling frustrated, I asked to speak to another staff member, but she pretended to be on the phone for an extended period. In the end, I decided to keep the hat and handle the situation myself. When I questioned if she was truly the manager, she humorously claimed she was Mickey Mouse. Disappointing experience at Lids.

I recently visited the store to exchange a gift hat that still has all its tags and stickers, which the staff initially would not help me with as they claimed they did not sell that specific hat anymore. Despite my knowledge that they do have a newer version with a New Era insignia, the employee I spoke to was unhelpful. When I requested to speak to the manager, the same staffer claimed to be in charge. After a failed attempt at contacting customer service, I decided to take my hat back and reach out to the company directly. I was taken aback by the manager's unprofessional behavior and asked again if she was indeed the manager, to which she facetiously replied that her name was Mickey Mouse.

On 1/18/21, my son and I visited the Crossroads Mall St. Cloud, MN store. Upon entering, my son bought a cap and requested a specific name placement, which was not properly done upon pickup. The staff member was unhelpful and claimed he couldn't do it where instructed, citing equipment constraints. However, we observed another customer receiving the same request fulfilled immediately. When my son asked for a correction, it was denied rudely. As a paying customer who spent $60, I believe he should have received the service he requested, irrespective of our ethnicity.

I had an unpleasant experience at the Lids store in Rehoboth, Delaware yesterday. The sales associate was unprofessional and rude. She was upset when I tried to buy hats that were supposed to be under a $10 promotional sign. When I pointed out the price difference due to embroidery, she responded aggressively. Despite shopping at various Lids stores without encountering this issue before, the associate was unaccommodating. I felt uncomfortable and disappointed with how the situation unfolded. Even after returning to inquire about her name, she continued to handle the situation poorly. I was unjustly accused of damaging property and behaving inappropriately. The associate's behavior was unacceptable, and it has put me off from shopping at Lids in the future. This experience of poor customer service was unexpected and disappointing. Thank you, -Jemar

I was on vacation in Colorado last week and bought a shirt at Fanz, but when I saw it, it had a defect. I visited another mall, Colorado Mill, and noticed they had a store there, so I went to exchange my shirt for the same size. The associate spoke with the supposed manager, who said I needed to return to the original store where I purchased it. My wife explained we had the original receipt and only wanted the same shirt. On the back of the receipt, it states we can return items within 30 days if not satisfied. The manager insisted we couldn't. Another unhelpful associate joined the conversation. My wife asked for the manager and DM's contact information, but he refused. He became aggressive, threatening to call mall security. The situation escalated, and both the manager and associate shouted at us to leave. It's unbelievable that a supposed manager would attempt to remove customers spending their money. I've been a manager at Footlocker for 15 years, my wife at TJMaxx for 8, and we've never experienced this. After the shirt was finally exchanged at the register by a friendly associate, the manager aggressively pushed him away. This behavior is unacceptable for someone in a store leadership position. Three witnesses saw this mistreatment, and I hope the DM of this district contacts me. It's disappointing to encounter this lack of customer respect, especially during these challenging times since last year (COVID). Stores that survive need to prioritize maintaining customer loyalty. I am incredibly disappointed in Fanzz and hope for communication or will take this further to the regional vice president or even the president. Customers deserve respect.