VolShop — Local services in Knoxville

I had ordered from the online store, my items arrived and one of them had a flaw. After calling the customer service line all day (literally) and trying every extension to no avail, I chose the option for the campus store. I asked for the manager and this is where Jordan the store manager comes in. He patiently listened to me explaining about the flawed item, got the brunt of my frustration about my endless calls to customer service with no answer, and heard that the item was a Christmas gift for my son. He reassured me that he would help me resolve the issue (let me reiterate that it was not an in store purchase, it was an online purchase and he didn't have to get involved at best I was hoping that he could get a message to the online area to call me back). He offered several suggestions to replace the item, and to me the more impressive piece was that he also asked how I would like the issue to be resolved as there was not a replacement for my original item in stock so I would not get it for Christmas as planned. We hung up, he called his manager and he even gave me his direct phone number when I mentioned being concerned about being lost in the shuffle again. He assured me that he understood my frustrations and that we would come up with a resolution. He really listened to me and this doesn't happen much these days. Quickly after we hung up he called me back with a plan that was pleasing to me and that I knew my son would love. I sent him a text yesterday to inquire about a tracking number as the item had not arrived yet and he answered my message although the store is closed for the holiday season and he's not actually working. It arrived yesterday and I can't wait to see my sons face when he opens it. We love the Volshop and have made many purchases there as my son is a graduate. This was EXCELLENT customer service on Jordan's part and in my experience, often unheard of today. He went above and beyond to make my purchase right. Thank...

Worst customer service I have received ever! I placed an order on Sunday 9/15 and was told to allow 24-48 hrs to ship. I called the following Thursday (you know, 96 hours after I ordered) and was told the order had just shipped the day before (Wednesday). Ok, so I had planned on traveling on Thursday, but I thought I would wait to see if I received my package instead. It didn't arrive on Thursday. I then called on Friday and asked about it several times and was hung up on EVERY time. I never raised my voice or said anything other than can I please check on my package. Finally, someone told me they were "picking" it now. I asked what that meant and they said they were just now getting it ready to put in a box to send out. Why was I lied to? Why did the store manager who I talked to never offer me anything (EVEN FREE SHIPPING AS THEY PROMISED TO SHIP OUT 1-2 DAYS LATER AND IT WAS NOW 5 DAYS AND THEY HADN'T EVEN PUT IT IN A BOX YET).......I was never even offered an apology. I was just told "OK" when I said just cancel the order. I wasted an entire day I could have been traveling because of a lie I was told by a Volshop employee. I am a season ticket holder and have been attending Tennessee Vols games for more than 20 years. Needless to say I have purchased everything from hats to DVD sets from the Volshop, however, I WILL NOT be buying anything else there. It would have taken something very simple (an apology at the very least) to make this right, however, I guess they train their employees to lie to the customers to get them off the phone rather than to make...

Worst customer service I've ever received for any online purchase, which breaks my heart because I love the University of Tennessee. I hope the VolShop updates its business model to handle e-commerce efficiently and trains employees in customer service. I typically buy my UT gear from another source but decided to switch to the VolShop since proceeds go to the University. Order placed 12/2 and received 12/16 but whatever. I need a smaller size in an item for our upcoming bowl game, so I completed their returns/exchanges form on the website, which says they'll email a shipping label in 1-2 business days. Never received a shipping label. Neither of the VolShop phone numbers on the receipt was valid, and a VolShop email address on the website was undeliverable. A VolShop employee finally answered a phone number I found on the website. I explained I hadn't received a return shipping label, and she told me the wait would be several weeks (after the bowl game) without any way to return/exchange the item beforehand - even if I paid for shipping myself. She offered no apology and just said "OK" and "bye." I'm proud to be a part of Vol Nation, but sadly this will be my first and last VolShop...