Complaint Review: Real Stuff Sports - Waterford Michigan

As a follow up, since my original posting I have ordered several more helmets from RealStuff and none came with rebate codes, each required me to email the owner for a code to enter on their website. Rebate credits to my AMEX typically took more than 30 days. Several of the recent ordered arrived perfectly as ordered. However, a Raymond Berry arrived, like the Bednarik, with the wrong mask. I was told to return the helmet for swapping out of the masks, AT MY OWN EXPENSE FOR SHIPPING. Not hearing anything after nearly three weeks I emailed the company and received a response 48 hours later from the owner that he was on vacation, didn't recall getting the helmet back (I had USPS delivery confirmation), and wanted me to confirm what mask I wanted - after me being specific in the order and follow up emails, even sending him a picture from the site. Again, if this company gets the helmet right, your biggest stress point will be chasing rebate codes from Frank, the owner (again this appears to be a one man part time business). However, if there are issues, expect the frustration of delays and hassles, even you swallowing shipping costs to return your helmet, to get things sorted out. As of this writing, I am still awaiting both credit of the rebate and receipt of the corrected helmet. Frankly, if there WAS a competitor decaling NFL RK/TK helmet reproductions, I'd have taken my business elsewhere long ago, however there simply isn't at this point in time with On Field Productions (realhelmets.com) refusing to decal their RK/TK helmet reproductions due to licensing issues (they will decal their more modern reproductions).

As a follow up, since my original posting I have ordered several more helmets from RealStuff and none came with rebate codes, each required me to email the owner for a code to enter on their website. Rebate credits to my AMEX typically took more than 30 days. Several of the recent ordered arrived perfectly as ordered. However, a Raymond Berry arrived, like the Bednarik, with the wrong mask. I was told to return the helmet for swapping out of the masks, AT MY OWN EXPENSE FOR SHIPPING. Not hearing anything after nearly three weeks I emailed the company and received a response 48 hours later from the owner that he was on vacation, didn't recall getting the helmet back (I had USPS delivery confirmation), and wanted me to confirm what mask I wanted - after me being specific in the order and follow up emails, even sending him a picture from the site. Again, if this company gets the helmet right, your biggest stress point will be chasing rebate codes from Frank, the owner (again this appears to be a one man part time business). However, if there are issues, expect the frustration of delays and hassles, even you swallowing shipping costs to return your helmet, to get things sorted out. As of this writing, I am still awaiting both credit of the rebate and receipt of the corrected helmet. Frankly, if there WAS a competitor decaling NFL RK/TK helmet reproductions, I'd have taken my business elsewhere long ago, however there simply isn't at this point in time with On Field Productions (realhelmets.com) refusing to decal their RK/TK helmet reproductions due to licensing issues (they will decal their more modern reproductions).

As a follow up, since my original posting I have ordered several more helmets from RealStuff and none came with rebate codes, each required me to email the owner for a code to enter on their website. Rebate credits to my AMEX typically took more than 30 days. Several of the recent ordered arrived perfectly as ordered. However, a Raymond Berry arrived, like the Bednarik, with the wrong mask. I was told to return the helmet for swapping out of the masks, AT MY OWN EXPENSE FOR SHIPPING. Not hearing anything after nearly three weeks I emailed the company and received a response 48 hours later from the owner that he was on vacation, didn't recall getting the helmet back (I had USPS delivery confirmation), and wanted me to confirm what mask I wanted - after me being specific in the order and follow up emails, even sending him a picture from the site. Again, if this company gets the helmet right, your biggest stress point will be chasing rebate codes from Frank, the owner (again this appears to be a one man part time business). However, if there are issues, expect the frustration of delays and hassles, even you swallowing shipping costs to return your helmet, to get things sorted out. As of this writing, I am still awaiting both credit of the rebate and receipt of the corrected helmet. Frankly, if there WAS a competitor decaling NFL RK/TK helmet reproductions, I'd have taken my business elsewhere long ago, however there simply isn't at this point in time with On Field Productions (realhelmets.com) refusing to decal their RK/TK helmet reproductions due to licensing issues (they will decal their more modern reproductions).

As a follow up, since my original posting I have ordered several more helmets from RealStuff and none came with rebate codes, each required me to email the owner for a code to enter on their website. Rebate credits to my AMEX typically took more than 30 days. Several of the recent ordered arrived perfectly as ordered. However, a Raymond Berry arrived, like the Bednarik, with the wrong mask. I was told to return the helmet for swapping out of the masks, AT MY OWN EXPENSE FOR SHIPPING. Not hearing anything after nearly three weeks I emailed the company and received a response 48 hours later from the owner that he was on vacation, didn't recall getting the helmet back (I had USPS delivery confirmation), and wanted me to confirm what mask I wanted - after me being specific in the order and follow up emails, even sending him a picture from the site. Again, if this company gets the helmet right, your biggest stress point will be chasing rebate codes from Frank, the owner (again this appears to be a one man part time business). However, if there are issues, expect the frustration of delays and hassles, even you swallowing shipping costs to return your helmet, to get things sorted out. As of this writing, I am still awaiting both credit of the rebate and receipt of the corrected helmet. Frankly, if there WAS a competitor decaling NFL RK/TK helmet reproductions, I'd have taken my business elsewhere long ago, however there simply isn't at this point in time with On Field Productions (realhelmets.com) refusing to decal their RK/TK helmet reproductions due to licensing issues (they will decal their more modern reproductions).

I must confirm your experience. I ordered two helmets over the last 45 day period, both arrived without invoices or rebate numbers. I had to hound Frank (suspect RealStuff is a part-time one person business) on the first one to get it, now emailing repeatedly on the second with a third on order now. Add to this these issues: 1) that my Bednarik lid lacked the rear numerals and it took me months to get Frank to admit he just couldn't get them. The pics on the site, however, continue to show the 60 decals. 2) the Bednarik shipped with the wrong facemask from what I ordered. 3) althought he does obtain shipping confirmation numbers, he doesn't provide them routinely, you have to ask, generally repeatedly. 4) although I've pointed out serious website issues which make ordering difficult, they're never addressed. Trying to order from a moving custom helmet page is like a video game and there are so many bad links, seeing product is hit and miss. To be fair RealStuff is the only vendor I'm aware of that will still decal the team logos on the no longer licensed RK/TK helmet lines which I now believe they obtain from Helmet Hut's subsidiary since Riddell ceased production. Their only competitor now sells without team logo decals and those decals are often very hard to come by, leaving RealStuff as often the only game in town. Perhaps that edge leaves the owner feeling he doesn't need to tend to customer service, I don't know, but dealing with them, while it generally results in fast delivery of a good product, can be very frustrating if you need customer service.