Extremely Disappointing Service…
Extremely Disappointing Customer Service and Lack of Accountability
My experience with Soccer Zone USA has been incredibly disappointing, not simply because the company delivered an incorrect order, but because of its repeated failure to acknowledge clear instructions and its unwillingness to take responsibility for the outcome.
On September 12, 2026, my son's soccer jersey number was officially changed from 9 to 80 through his coach. Our soccer club subsequently instructed parents to delay ordering uniforms while player information was being updated.
On September 27, I contacted Soccer Zone USA to make sure my son's correct jersey number, 80, was reflected in his uniform order. On September 28, after discovering that the online team store still displayed his previous number, 9, I contacted the company AGAIN, specifically requesting that it be corrected.
On October 12, I placed an order for THREE jerseys. Despite having already contacted the company twice about the incorrect number, I took the additional precaution of including written instructions at checkout explicitly stating that his jersey number was 80.
That makes THREE separate occasions on which Soccer Zone USA was informed of the correct number before the jerseys were produced.
At no point did the company contact us to clarify the discrepancy between the online store and our written instructions. Instead, it proceeded to produce and ship all three jerseys displaying the WRONG number, 9.
To make matters worse, the jerseys also arrived without the advertised league patches on the sleeve and back.
When we attempted to resolve these issues, Soccer Zone USA responded on November 5 by referencing its customization and return policies, pointing out that its ordering system displayed number 9.
But that is precisely the problem we had repeatedly brought to their attention BEFORE the order was produced!
A company's return policy should not be used to dismiss legitimate customer concerns when the customer made repeated, documented attempts to prevent the very mistake that occurred.
We did everything reasonably possible to communicate the correct information. We followed the soccer club's instructions, contacted the company in advance, and reiterated the correct number in writing when placing the order.
What is particularly frustrating is the lack of accountability. Mistakes happen in business. What distinguishes a reputable company is how it responds when something goes wrong.
Instead of acknowledging our repeated communications and working toward a fair resolution, Soccer Zone USA has relied on its policies and expects us to incur additional charges to correct an issue we repeatedly attempted to prevent.
Customer service should mean more than simply accepting payment and fulfilling orders without regard for the customer's clearly communicated instructions.
I believe Soccer Zone USA should replace all three jerseys with the correct number, 80, include the advertised league patches, and do so without additional charges.
I am sharing this experience so other parents and soccer families understand the importance of documenting every communication with this company. Unfortunately, even doing that has not resulted in a satisfactory resolution for us.