Lacrosse FanaticReviews of lacrossefanatic.com

Response from Lacrosse FanaticApr 1, 2022

Erica, Thank you for shopping with us. We are terribly sorry to hear that there was a mix up with your cleats. It happens every once in a while, where the factory mixes up the boxes. We try to confirm that the cleats are the correct size before we sell them instore or ship them out, but unfortunately this order must have snuck through without that inspection. We will be contacting you today to set up a return. Again we are terribly sorry for the inconvenience.

Response from Lacrosse FanaticMar 31, 2022

Robert, I apologize for the inconvenience we caused regarding your order. There was a mistake made in our shipping department that ended in a mix up of labels, and two orders to be sent out to the wrong people. This does not reflect our usual service, but I do apologize that you were affected. We were glad to sort this issue out over the phone. I hope the shoulder pads we overnighted to you worked out.

Response from Lacrosse FanaticFeb 16, 2022

Summer, We are sorry to hear that you had a bad experience while shopping at our store. As a business we are in a tough space to follow the California's masking guidelines that were in place in January 2022 at the time of your visit. We have reviewed the video tape of your visit to our store on January 15, 2022 and have had a conversation with our employee in question. As a family owned and operated business we did not require our customers to wear masks. We did have masks available for customers to wear and had a sign on the front door asking customers to please wear a mask upon entry. This was done so we could stay in-line with Sacramento County's indoor mask mandate at that time. Please keep in mind that in mid January 2022, the cases across the country were spiking and for someone like our employee in question, who is immune compromised and needs to work to pay his way through college, it was a very stressful time. We are extremely sorry if this came across as rude and demanding. That was never our intention when trying to follow California's masking guidelines. As of today February 16, 2022 California has lifted it's indoor mask mandate. And we have taken down our signs and all employees and customers are allowed to wear, or not wear, a mask. Thank you again for your feedback.

Response from Lacrosse FanaticFeb 16, 2022

Jennifer, First off, I am sorry that there was an issue with your order and you felt compelled to leave a 1 Star review. But rest assured, we have zero control over these reviews and did nothing to delete any previous efforts to post a review. We don't have any access to delete them even if we wanted to. I assume your multiple efforts are why there are now two negative reviews from you for the same issue. Your order was received at 8:20pm our time, several hours after we closed. We shipped it out the next day at no charge to you. According to UPS tracking info, you contacted UPS and requested an address change. They claim that they were unable to deliver it and contacted you. The tracking notes say that you requested them to hold it, which they did for several days. After such time, then sent it back to us. We didn't request this, UPS just does it. And by the way the charge us to do it, so we've paid to ship it twice at that point. Whatever issue or miscommunication there was between you and UPS was completely our of our control and we had zero awareness of any of it until the package showed up back here and we had to figure out why it was here. The original employee you spoke with was correct in saying that you would need to pay for us to ship these to you again, since we've paid twice already ($11.25 each way) and the issue had nothing to do with us. However I understand that you spoke with our manager yesterday and despite this, he offered to send it out to you again at no additional charge, putting our shipping expense on this item at nearly $34, which is more than 25% of what you paid for the item! This second package was shipped out yesterday and you should receive it within a few days. I would hope that this demonstrates why we have over 220 Five-Star reviews out of the 229 we have received as a business. I believe we have done everything possible to make this issue right with you and would hope that you would reconsider your reviews and perhaps even amend them.

Response from Lacrosse FanaticDec 3, 2021

Richard, Thank you for shopping with us and for bringing this issue to our attention. We are truly sorry for the inconvenience that it caused. We wish we had a great excuse, but unfortunately there isn't anything that can be said other than that we messed up. In fact we messed up twice... when initially fulfilling your order and then again when the email message you sent us (only one was received) was overlooked by our staff. We strive to exceed all customer expectations on every order and with every customer interaction. All of our 5 Star reviews indicate that we succeed in that goal the majority of the time. But unfortunately human error does occasionally happen and in the case of your circumstance there were two. Once we were made aware of this situation through your review we reached out immediately and made an offer to resolve the issue, which you accepted. We sincerely apologize again on behalf of our entire team and trust that you are satisfied with the resolution that was reached. We would also hope that you would give us another opportunity in the future to provide the 5-Star service that we've become known for, and is represented by all the positive customer reviews we receive. Sincerest Apologies, Lacrosse Fanatic

Response from Lacrosse FanaticJun 17, 2021

Megan, We strive to exceed every customer's expectations every time they shop with us. We are very sorry that there was a misunderstanding over the color options that are offered by StringKing. As we discussed back in February the StringKing Complete Senior Defense stick is only available in two options: a white head with silver shaft or a black head with black shaft. The white head with white shaft that your son wanted was discontinued by StringKing and was removed from our website as an option. We acknowledge that the single product image that showed all four original options was confusing and we have since removed that image as well. When we spoke in February we let you know that the only way to get the color combination your son wanted would be to purchase separate items. StringKing offers only upgraded quality items as seperates and unfortunately those come with a higher price. Your son had ordered a Complete Legend Senior for $179.99. The StringKing strung 2D head seperately sells for $129.99 and the StringKing white Carbon Pro Defense shaft is $199.99. You asked us to send you the white shaft at no additional charge to make things right. Given that the price of the white shaft ($199.99) was greater than the amount you paid for the entire complete stick ($179.99), we were not able to accommodate your request. We offered to send you a return label for a full refund, but you had already used the stick so we were unable to do that. Our owner called and left you a voicemail trying to work through this with you but we never heard back from you. We try to provide exceptional service and value to all of our customers. But in this situation, it just didn't work out. We are sorry that your son was dissapointed.