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  BBB performs regular reviews of business files which contain inquiries, reviews, or complaints. When file conditions indicate that there is a cause for concern, BBB must investigate and report on that concern.
  
  Due to numerous complaints of similar nature against Gameday Couture, BBB contacted the business on February 12, 2019, to outline the pattern of complaints discovered and to determine any steps the business would be willing to take to reduce the number of future complaints.
  
  BBB has received 21 complaints during a 12 month period against this business. BBB complaints indicate a pattern of consumers consistently expressing concern with the following issues:
  
  (1) non-delivery of items for which the consumer has already paid; delayed delivery, taking longer than expected at the time of original purchase; or delivery of incorrect items resulting in the consumer requests of exchange or refund.
  
  (2) unsatisfactory customer service in that the business failed to respond in a timely manner, or at all.
  
  The business has responded to all of the consumer complaints and on February 14, 2019, provided a written response to BBB in order to address the complaint pattern. Game Day Couture's response to the pattern is as follows:
  
  "We are in receipt of your e-mail regarding BBB complaints in 2018. We understand the concern from your organization as this is the largest amount of complaints, we have received in a calendar year. We would like to assure you we are working on internal processes and protocol to implement for 2019. To give you a brief overview of 2018, we experienced a very large amount of growth on our retail website. By the end of the year we had quadrupled in number of orders received as compared to 2017 going from 25,000 orders a year to getting over 100,000 orders in 2018. As you can imagine, this created some internal growing pains. Although our best efforts were made with the limited staff and budgets we had in place, we understand the responsibility and accountability our company has to our customer base and are taking the appropriate steps to remedy the situation going forward.
  
  With the large increase in orders, we experienced a higher number of customers receiving the wrong items. This was mostly due to human error when picking and packing orders for fulfillment. We will be migrating to a new system for 2019 that will fulfill orders using a barcoding program. This will dramatically reduce, if not eliminate, the human error aspect and should also provide us the ability to ship orders in a timelier manor (sic).
  
  Another contributing factor for the 2018 calendar year was our transition of carrier providers from FEDEX to USPS. This transition was made with the idea that we would be able to save our customers money on shipping. As an unfortunate result of this, we feel we dealt with an increased number of lost packages. In effort to remedy these issues, we have met with USPS Representatives from the Tulsa and Oklahoma City offices, as well meetings with our internal team to build better processes and gain a better understanding of the responsibilities of each party involved. An immediate change implemented was the investment into a supplemental insurance plan for all outgoing packages. By staying in communication with our USPS representatives and having an insurance solution for lost packages, we anticipate a much improved process going forward into 2019.
  
  A final area of improvement for 2019 is our customer service division. Shortly before our busy season began in 2018 (July-December), we hired an external customer service staff to assist with online inquires. This team was trained throughout the duration of our busy season but did experience a learning curve as the company is unique in its product offerings and seasonality. We have implemented bi-weekly training sessions as well hired an internal staff member to assist the external team.
  
  Please be assured we are taking the appropriate steps in effort to improve all processes and protocol for 2019 and beyond."
  
  BBB will continue to closely monitor future complaints of this nature as well as work with the company in efforts to eliminate this concern.