“I tried to return a singlet [Matman Youth Nylon Singlet - Royal, Size: Youth Medium (75-85 lbs.), mm81yroy] on 12/28/2021 and 1/4/2022. I never heard anything back from customer service. I have attached my order and proof of my emails. Now I have a singlet that I may not be able to return. :(”
Hi Jeffrey,
So sorry for the delays in communication. We had a system issue delaying messages, emails, etc around the time of your order. I will email you shortly to see what we can do to get this corrected / returned for you.
REX
Sales Manager
“I was disappointed with Highlands, I never received any confirmation of my order or shipping, and everything was slow (which I understand, given the current supply chain issues), but without automated order receipt, I didn't know what was going on until I reached out to customer service.”
Hello Sarah,
Glad you received the backpack and are enjoying it :) I have re-sent the order confirmation to the email provided in your order in case it may have gotten stuck in your spam or trash folder. As always please let us know immediately if you have any questions or need help with anything by calling 877-904-7111 or emailing us at support@highlandsfightgear.com We are here to help!
REX
Sales Manager
“I sent an email to customer service. The shirts I ordered are in the upper left corner of my picture. I didn't receive them.
I received (2) Black Striped shirts, (2) lanyards that go around your neck. The other items were fine. Pls let me know how to proceed.”
“Never came through with my order and they took forever to inform me of another option. And when they finally did it was 4x as much more money than the item they originally sold.”
So sorry for the inconvenience. The problem delaying getting other options is sometimes a supplier won't answer our emails for days due to their own overload and short staffing due to Covid. For that particular item, the supplier was unclear about whether they had stock or not, finally answered they did not, and we offered the only other option we had. Hopefully we can be of better service next time.
Hello Ron, We have tried to contact you twice by the email provided in the order but have not received a response. We are always happy and quick to refund when something isn't available, as was the the case with this order. Please email us with the correct contact information to support@highlandsfightgear.com and we will get the refund taken care of immediately.
“Ordered item that showed as stock on the website. Received a follow-up email clarifying that it was back-ordered from the manufacturer,... which I understand -- but, that there would be a 20% upcharge once it was available. I was asked via email how I would like to proceed, and I followed up with 2 emails that I wanted it cancelled. To date, and it has now been a week, I have not received a reply, nor seen the credit. I have disputed the payment with the credit card company, and will contact the BBB next. It's ridiculous --- either ship the item, or cancel the order. They billed the credit card without shipping the item, even after having asked for clarification as to my directive -- and have not credited it back. Not the end of the world, as I won't pay it,... but still. Sucks that companies choose to operate this way.”
Hi Richard,
Sorry for the inability to fulfill the order and the confusion here. As our customer service team stated in the emails to you, the delays and increase in cost was caused by COVID, and the manufacturer passed on an increase of 20% to us; being that we may only make 5-10% if that on these products, we could not just absorb the cost. I did see the last email where you requested to cancel /refund and looks like that did not happen. Apologize for that. I have initiated the refund today and you should see the credit on your card soon. We also had some email and phone issues hampering our ability to receive and respond to calls / emails properly around that time; these issues have been corrected.
Once you see the merchant email receipt that should have arrived today, stating a refund is in process, would you mind cancelling your card dispute or other action you may have taken? I personally apologize that your request was not completed properly; those issues will be addressed with the team.
Rex Murphy
Sales Manager
“Never recieved the item I ordered. I ordered a mouthguard for my son for Christmas. Their website states it could take up to 3 months to recieve, here we are nearly 4 months later and still no mouthguard.”
Hi Robert,
Our apologies for the delays. I am personally checking into this and either myself or a member of our team with get with you tomorrow with a status, options, etc.
REX
Sales Manager
“Ordered an item, waited a long time, never came, asked about it... then was told ii was not in stock. Nephew really wanted it so he was most disappointed!!”
