Asics America Corp

Greetings, In checking my system it shows that we have already sent the warranty information to the consumer, we no longer have the Kinsei available as the Kinsei has been released so that is what we would replace the shoes withIt is also noted in the system that the consumer is sending
two pairs of shoes, and as our warranty policy is a one for one product exchange we will replace each pair that arrives and passes inspection with a comparable or updated modelTypically we do not provide inbound shipping but as a one-time courtesy we can provide the consumer with a shipping labelWe would request the consumer call in as we require additional information. Kind regards, ASICS America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
On the form I stated that I only wanted that color returned to me. I was assuming that your company understood that that meant that I only wanted the one color. These statements do not change the fact that your company is trying to force a product onto a customer that they do not want because YOUR COMPANY can not provide what I originally wanted. This, to me, is the same as ordering a pair of shoes and you don't have that color any more so you just choose to send a different pair. Just because you put some words on a piece of paper, you can send a customer whatever you want to even if it's not what they want? It's simply not the right thing to do. All I'm asking for is a refund in the original amount of $and to return the pair that I have right now that is the wrong color
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Greetings, The form that the consumer filled out does in fact have a disclaimer stating that "Color is not guaranteed" the reasoning for this is because colors and models do get discontinued and may not be available for replacement. The consumer claims that he had requested for his shoes to be...

returned to him if we could not replace with the same color. Upon further investigation this is not correct. On the consumer's paperwork he requests the same color, and did not indicate sending the shoes back to him. Simply requesting we send the same color does not supersede our guidelines, nor does it change the fact that the specific model is out of production. Our liability is limited to the replacement of the product, and not the aesthetic features of the product in question.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I understand the manufacturing warranty and as I stated, I expected
the shoes to last at least that long after I started wearing them!  They were sitting in a box in my closet for
all these years and I only started wearing them a few months ago.
The defects I am disputing are NOT related to wear and tear
but are related to manufacturing defects considering I have worn them for only
a few months.  The shoe stitching has
come out on the left shoe and both shoes have holes in the toe areas already.  Due to the holes the shoes are non-functional –
who can run and not risk their health in with shoes with holes in them? As you
can see from the photos the tread is perfectly fine.  This should not have happened in shoes that are
only a few months into wear.Also, please note that this process would not have taken so
long had your customer service responded. 
My husband and I have called collectively five times over this time.  FIVE.  Each
time we ask to speak to a manager, we are told that the manager is in a
meeting.  The representative takes our
number and promises the manager will call back. 
NOT ONCE have we received a call back. 
This is unprofessional and lying on part of the company and that is why
I expect the Revdex.com will help resolve this issue. 
ASICS should definitely compensate me for the shoes including the cost
and inconvenience of our time in calling your customer service and receiving lies
in return.  
Regards,
[redacted]

Greetings,Unfortunately the shoe in question is the [redacted] as we are on the [redacted] this puts the shoes at nearly 3 years outside of our two year from date of manufacturing warranty time frame. This warranty is standard in the footwear industry. Unfortunately performance running shoes do...

have a shelf life and breakdown overtime, including textile manufacturing. The warranty does cover manufacturer or material defects not attributed to normal wear and tear, misuse, or misfit within two years from manufacturer date. A defect in footwear is defined as a flaw that does not allow the product to perform or function.  If you would like to attach pictures to your response we can provide you with a definite answer. We would need a picture of the sizing tag, the tread on the bottom of the shoe, and a picture of the issue. We will review it for you.Kind regards,

Greetings, Our systems show a refund was processed on 12/27/2015 for $83.55. It will take 3-5 business days for the refund to post to your account. We can provide a transaction ID number upon request.Kind regards, ASICS America

Greetings,  The two closest models to the Gel-Defiant series are Gel-Quantum 180 TR and the Gel-Craze TR 4. They both will be neutrally structured and have support in the upper for lateral movements like the Gel-Deviant. If you are having trouble submitting the form any field with an...

asterisk (*) is required before submitting, also the message field allows up to 233 characters. If you still are having issues our direct email and phone number are below the Message Us form. Hope this helps, ASICS America

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID [redacted], and have determined that this proposed action
would not resolve my complaint.  For your reference, details of the
offer I reviewed appear below.
I do not accept this response due to the fact that Asics American Corporation informed me in their email that..."Please note that ASICS does not repair shoes, refund directly to the consumer, or reimburse shipping cost..."I
have already sent the shoes back to Asics on 2/20/16 with my own money
due to the fact that Asics initially informed me that they are not
willing to reimburse to customers for return shipping, not even in the
case of a defective item. Asic's lack of courtesy in refunding for a
defective item is very frustrating and proves they are not trying to
work with their customers. I am extremely disappointed in their product
and am not satisfied with their response because it contradicts against
their policies and it feels as if they only are doing this so they can
continue to be in good standing with their Revdex.com reputation. No real
understanding and no true change in effort is made on their part. They
were
unwilling to work with me had I not of written to the Revdex.com. Also, I am
only sending my one newer pair of shoes back due to the fact that my
shoes were not manufactured the same year I purchased them so
automatically...I figured the company would not honor my shoes despite
my Kinsei 5s being used less than 300-500miles. I threw my first pair of
shoes away because the product was very
dysfunctional after the 2-4 inch tears on the toes and arches appeared
after minimal use. I believe their policy is contradictory as it states
that the shoes can with stand 300-500 miles, typically. My pair of shoes
lasted for 5 months, maximum and this second pair (I have sent this
pair) is about the same as the initial pair. My concern is that Asics
places guidelines on the year of manufacturer ["Product must fall within warranty time frame (two years for shoes, one year for apparel and accessories)"...] versus
the amount of miles a new pair is typically able to withstand, stating
that a new pair can not be exchanged if the manufacture date is more
than 2 years old. As Asics stated in their response..."we
no longer have the Kinsei 5 available...." which means they stopped
making the Kinsei 5s. This is a problem because  it means that Asics is
simply stating that it will not be covering replacements for Kinsei 5's
anymore after a couple years despite the shoes continuing to be
purchased by people like me but not having reached our 300-500 miles
(per Asics policy) but our shoes stop being covered after two years.
This is a scam because most people will not reach 300-500 miles before
the two year policy expires, yet it promises Asics footware consumers
that these shoes were made to last this long. On average, I walk 5-10
miles a day and I know I am well under this mileage. Asics promises this
quality under their polices and does not respect this. I am asking for
two new pairs Kinsei 6's...one new pair for me and the second pair for
my partner (both of these shoes were paid by me due to my belief that
Asics had a fluke and would redeem themselves with a second chance). I
wear a size 6.5 and can provide a proof of purchase but I cannot provide
the shoes due to the fact that they have been tossed as stated above.
If Asics would like to resolve this, it is not the shipping cost that I
am asking for, obviously. I would like to regain the trust of Asics and
to see that they are willing to stand behind the quality and the
guarantee of their products by fixing true defects that I know were not
only experienced by me. This honesty and the courtesy asked for, in
great detail above,... to replace what I paid for in their products
would resolve the issue. That is all I am asking for. Regards,
[redacted]

Greetings,  Please contact our Consumer Relations department for further assistance. They can be reached at [redacted] or [redacted]. Please explain the situation and we can correct this for you.  Kind regards,  ASICS America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response regarding a list of exclusions is ridiculous. I ordered the product and the company verified that my order was placed. Unfortunately, the company chose not to honor their order and ended up cancelling my order. I was not notified that the order was cancelled, until I called to complain. The problem really is that Asics America has difficulty keeping up with their inventory. That is an internal problem that they should resolve. I will never buy from Asics America again.
Regards,
[redacted]

Greetings,  In speaking with the manager of the ASICS store in Niagra Falls, they can assist you further with this issue as it is not covered under the warranty. Kind regards,  ASICS America

Greetings,  Sizing does vary from model to model which is industry wide and the nature of footwear. As explained to the consumer had he initially contacted us when we sent the shoes to him in September of 2015 we may have been able to assist further. Unfortunately we were not contacted...

until December of 2015 and at that point the claim had been closed for over two months.  Kind regards,

Greetings, Unfortunately there is nothing more that we can do as the initial payment was refunded to you. There should have been an automatic email that notifies you that the purchase was been cancelled and if you did not receive the email we apologize. As it stands we do reserve the right to be out of stock. We apologize for the issues that you had while making your purchase.Kind regards,

Greetings,  The consumer sent ASICS a shoe for a material or manufacturer defect warranty claim. No defect was found and the consumer was sent the upgraded model as a one time courtesy. The consumer has stated that the shoes are being used for cardio workouts. The Gel-Rocket series is not...

designed for cardio workouts but specifically the sport of volleyball. As the consumer has stated that they are experiencing the same issue in the Gel-Rocket 6 and the Gel-Rocket 7, which are built on two different molds, this is a fit or feel issue or brought on by misuse. We do apologize but ASICS is not able to continue to exchange non-defective product past the one-time non-defective exchange that has already occurred. Kind regards, ASICS America

Greetings, Unfortunately our liability is limited to the product and not the aesthetics of the item. The reason for this is inventory fluctuates due to models being discontinued and colors being discontinued. On the form that was filled out by the consumer in bold red letters that color is not...

guaranteed. We do apologize for the inconvenience of this.Kind regards, ASICS America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Sports Authority claimed bankruptcy around the time ASICS suggested but ran thru liquidation in South Florida for many months afterwards.   ASICS received the shoes and can clearly see the bottom and tread is indicative of light use only.  The heal and center area became more and more uncomfortable and I started the initial contact with ASICS which was more than six months prior and also within original warranty.  ASICS has NOT provided the shoes back to date.  It should also be refuted that there are numerous complaints online for this very shoe.  ASICS also loosely uses “doctor recommended” on this shoe box and yet could not provide validity to this.   The shoes need to be replaced with an equal or greater pair.  We will consider other options if resolve is not forthcoming.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Asic's claim is false. I did email them on Sept. 12th, 2015 and they suggested I approach a shop to make the exchange so that I would not have to pay once again to reship the shoes back to them.I went to a few shops and nobody accepted to make the switch. Below is copy of exchange of emails I sent them on Sept. 12t.Greetings, Unfortunately we are not able to force them too, as it is up to the store's managers discretion. Kindly,Consumer Relations TeamASICS America Corporation[redacted]
[redacted]“Please Note: The information contained in this message may be privileged and confidential and thus protected from disclosure. If the reader of this message is not the intended recipient, or an employee of agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer. ASICS America Corporation”Inactive hide details for [redacted] ---12/10/2015 09:11:54 AM---[redacted] <[redacted]>[redacted] ---12/10/2015 09:11:54 AM---[redacted] <[redacted]>[redacted] <[redacted]>12/10/2015 09:11 AMTo[redacted] cc SubjectRe: Shipping Update for ASICS Warranty ID# [redacted] Would you kindly facilitate the exchange by communicating with them.Please advise.Thank you- [redacted]On 9 Dec 2015, at 11:13 PM, [redacted] wrote:Greetings, You would need to contact the store directly to see if they are willing to exchange it out for you. Kindly,Consumer Relations TeamASICS America Corporation[redacted]
[redacted]
[redacted]“Please Note: The information contained in this message may be privileged and confidential and thus protected from disclosure. If the reader of this message is not the intended recipient, or an employee of agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer. ASICS America Corporation”<graycol.gif>[redacted] ---12/09/2015 04:03:35 AM---[redacted] <[redacted]><ecblank.gif>[redacted] <[redacted]>12/09/2015 04:03 AM<ecblank.gif><ecblank.gif>To<ecblank.gif><[redacted]> <ecblank.gif>cc<ecblank.gif><ecblank.gif>Subject<ecblank.gi...⇄ Shipping Update for ASICS Warranty ID# [redacted] <ecblank.gif>Dear Consumer Relations -I have just received the replacement pair for which I thank you. I had to get someone to forward them to me.I ordered the same size as my previous pair; however, the shoes I received are clearly too big form me. Could there be such a variance in size between models?Would it be possible to go to the Tiger shop in Hong Kong to exchange them. I don't want to have to spend over 40 USD to reship them to you- it makes no sense.Please advise.Thank you- [redacted]]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below: - We were not provided with the details of this warranty at the time of purchase. We were informed by the cashier that the products are under warranty for 1 year after purchase with no additional written or verbal details provided. To my knowledge, a copy of this warranty, detailing specific exclusions cited by the respondent, was in no way prominently displayed in the store at the time of our purchase. - Upon requesting a replacement under the warranty, I received a written response from Ascis that the damage was due to "negligent" use. I strongly reject the notion that using a pair of sneakers for tennis is "negligent". Furthermore, the employee assisting us in the store (who informed us of the warranty) was aware the shoes would be used for 1). tennis 2). running 3). every day activities and did not recommend against use. There was no written or verbal notice provided that use of the sneakers for tennis would void the terms of the warranty. There was no specific notation on the box that the shoes were intended entirely for running and other manners of use were considered "negligent".It very much appears Asics is going above and beyond to ensure they do not have to comply with their warranty. 
Regards,
[redacted]

Greetings,  Unfortunately the return policy is easily accessible on ASICS.com and is also perfectly clear. There is a level of consumer responsibility and ASICS is not responsible if the consumer does not know or understand the return policy. We do apologize but unfortunately we are unable to assist with this issue.  Kind regards, ASICS America