Bradley Brick

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*** *** ** *** * *** *** Dear *** I received your correspondence and reviewed the information in *** ***
account. I am very disappointed to hear that she received the wrong item and then had a poor experience with our customer care team when she contacted us about the error In the case of a wrong item received, we would typically send a no-charge replacement order immediately to the customer with expedited shipping and have them return the original item at their convenience. Unfortunately that resolution is not available to us in this case because *** *** product is only available at our store locations and store inventory can only be ordered on our website or physically inside a Kids Foot Locker location I sincerely apologize that we are limited in how we can resolve this situation as I understand these options are not convenient, especially in a situation where our store location sent the incorrect item. I have requested a prepaid *** return label which *** *** will receive in her e-mail within 24-hours. If the recipient of her order is unable to visit a Kids Foot Locker store location, he is welcome to use that label to return the item to our warehouse for a refund to the original payment method. The order can be replaced either online or at a store location Thank you for your timeLindsey Customer Care Supervisor Foot Locker

Revdex.com:At this time, I have not been contacted by Foot Locker regarding complaint ID ***.Sincerely,*** ***

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*** *** ** *** * *** *** Dear Brittany, I received your correspondence and reviewed the information in *** ***’s
account. I sincerely apologize that her recent order did not download fully into our system and that she had a pending authorization on her accountThe most recent notes in this account state that Ronda, a team leader in our eCustomer Care department, has been working with *** *** on this matter. On 1/*/Ronda sent an e-mail confirming that the order was cancelled and explaining the timeframe for a pending authorization to be released by her bank. She also sent *** *** a $gift card for her inconvenienceAgain, I am very sorry that we were not able to successfully process this order and for any inconvenience it caused. If there is anything more we can do, *** *** is welcome to contact us at any time for assistanceThank you for your time*** Customer Care Supervisor Foot Locker Tell us why here

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*** *** ** *** * *** *** Dear ***, I received your correspondence and reviewed the information in *** ***’s
account. First, I sincerely apologize for his multiple inconveniences with his recent orders. The 20% discount he received on his original order should definitely have been applied to his exchange order due to the sizing issue. He received a 10% discount of $on his new order, and I am refunding the additional $to add the additional 10%. I am also refunding his full shipping costs from his first order ($13.98) for a total refund of $20.98. I greatly appreciate *** ***’s patience as we resolved this. His card-issuing bank should have his funds posted back to his account within 5-business daysThank you for your timeLindsey B*** Customer Care Supervisor Foot Locker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I still would like the original pair of sneakers that your website still says AVAILABLE as of todayIf someone finds them please let me know
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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*** *** ** *** * *** ***Dear ***,I have received your correspondence and reviewed the information in *** ***’ account as well as the chat log from his contact to us earlier
today. The order that heis referencing shipped in three packages from three different locations (Foot Locker stores and warehouse) and he stated today that he received all threepackages and all were empty. We informed him that tracking on of the packages shows they are still in transit and that the shipper has not yet attempted delivery on them.The package that does show delivered had a confirmed weight of lbswhen it was picked up at our warehouse by *** and they also scanned it as weighing thatamount upon delivery. For these reasons we have initiated a delivery investigation on the package. This investigation needs to be completed and the results will determine how the matter will be resolved. *** *** will be notified of the progress and outcome of the delivery investigation via e-mail and it will be completed within business days. If *** *** has additional questions, he is welcome to contact us at ###-###-#### and we will be happy to transfer him to the Claims Department to discuss hisinvestigation. Thank you for your time.LindseyCustomer Care SupervisorFoot Locker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. It's ridiculous that I had to make a Revdex.com complaint before they would take care of the problem. Their customer service is a nightmare and are the worst company I have ever dealt with regarding an online order
Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved Thank you for taking the time to take care of this issue
Sincerely,
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*** *** ** *** * *** *** Dear ***, I received your correspondence and reviewed *** *** concerns. For her
first refund, a gift card in the amount of $was issued to her on ***. When she contacted us on *** to confirm she had not received it, we sent it again to her e-mail address ***. If she still has not received it, we would be happy to send it to an alternate e-mail address In regards to her second refund, a credit card refund in the amount of $was issued on ***. *** *** contacted us again on *** to confirm she had not yet seen the funds posted to her account, so we filed an inquiry with our banking department. That inquiry is still being investigated as we work with her card-issuing bank to determine why they have not processed her refund. The standard timeframe for this process is up to business days and *** *** will be contacted with the results upon completion Thank you for your timeLindsey Customer Care Supervisor Foot Locker

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*** *** ** *** * *** *** *** *** Dear ***, I received your correspondence and reviewed *** *** ***
account. I am very sorry that she had to wait so long for her refund to be processed. If a store carries an item and is able to sell it there, they are able to issue the refund at the time of the return. In this case, the item was a backpack that the store does not carry so they returned the item to the warehouse in Wisconsin for *** *** *** and she was refunded when the item was received back and processed *** *** *** credit card was refunded on 6/**/and most financial institutions have the refund posted back to the customer’s account within 3-business days. Again, I do apologize for any inconvenience Thank you for your timeLindsey Customer Care Supervisor Foot Locker

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*** *** ** * *** * *** ***Dear ***,I discussed *** ***’s additional concerns with our VIP department and they have requested the two specific codes from the rewards cards he was trying to use. He can e-mail those codes directly to me at *** at his earliest convenience. Thank you for your time. ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
It's not my responsibility to spend my weekend having Footlocker prove to me this is their standard practice I wanted to bring this issue to light, but not be the only one that cares I believe even Lindsey isn't aware of this issue, but don't care to participate in this back and forth The fact is, she is not telling the accurate truth I won't shop at Footlocker any more, and I'll make sure everyone knows it
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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*** *** ** *** * *** *** Dear ***, I received your correspondence and reviewed *** *** concerns. Typically
we do not replace gift cards that have been used but it does appear to me that an error was made somewhere that allowed *** *** gift card to get into the wrong hands For his inconvenience, I am issuing a replacement gift card in the amount of $which he will receive in his e-mail within 3-business days. I have updated the e-mail we have on file to the one on his complaint (***) and I do apologize for any inconvenience.) Thank you for your timeLindsey Customer Care Supervisor Foot Locker

October **, 2015*** *** *** *** *** *** ***
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*** *** ** *** * *** *** Dear ***,I received your correspondence and reviewed the information in *** *** account. I
apologize that she was incorrectly charged sales tax on her recent order, as I did confirm that Minnesota does not charge tax on shoes unless they are cleated or spiked.I have entered her refund of $back to her credit card, which her bank should fully post to her account within 5-business days. I appreciate her bringing this to ourattention and I apologize for any inconvenience.Thank you,Lindsey B***Customer Care SupervisorFoot Locker

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*** *** ** *** * *** *** Dear ***, I received your correspondence and reviewed the information in *** ***’s
account. We anticipated having the Jordan Retro available to ship within hours as promised to our customers; however, we were notified that day that the shipment from Nike was delayed. We notified all customers within that hour period and I have attached the e-mail that was sent to *** *** on 2/**. I do apologize that the item was not available to ship immediately, as we understand it is a high-demand launch item that our customers wish to receive as quickly as possible. In the unfortunate case of a vendor delay, our only immediate recourse is to notify our customers in a timely fashion and provide the current expected date so they can make an informed decision about whether they want to keep their order active or cancel itIn the case of a backordered item, our customers are typically not charged until the item ships out. *** requires that funds be collected up-front from the customer on all orders, which is why *** *** saw an immediate charge go through even though his order went on backorder. The order has been cancelled per his request and we have notified *** of the updated status. They should have *** ***’s refund posted back to his account within 48-business hoursI sincerely apologize for any inconvenience this situation may have caused and that *** *** was dissatisfied with the customer service he received from our eCare chat staff member. I pulled the chat log and it does not show that the representative backed out of the chat on his end, as it would display a message stating “Lance has ended the chat.” (Chat log is attached as well.) Unfortunately this doesn’t allow me to determine the reason why *** *** saw the chat end on his device, but I can assure him it was not done maliciously by Lance. I have forwarded his additional comments regarding their conversation to the eCare leadership team so they can follow up with Lance. I do appreciate *** *** bringing those concerns to our attention as I agree they are excellent coaching opportunities for LanceAgain, I am sorry that *** *** was so frustrated with his recent ordering experience. If he has any further questions or concerns, we would be happy to assist him at any timeThank you for your timeLindsey Customer Care Supervisor Foot Locker

Revdex.com:At this time, I have not been contacted by Foot Locker regarding complaint ID ***.Sincerely,*** ***

March **,
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*** *** ** *** *** *** ** *** * *** *** Dear ***, I received your correspondence and reviewed the information that *** ***
provided. I was very concerned about the experience she detailed in her complaint and reached out to Doug Z***, District Manager of that store location, for further information and follow-up. MrZ*** stated that *** *** returned to the store the next day and the new store manager apologized profusely for her poor treatment and gave her a refund, no questions asked. In regards to the store gate being down, the manager looked into the incident afterwards and viewed the store security tape, which showed that *** *** came under the gate at 8:05pm. He confirmed that the gate was in place because the store as well as the mall closes at 8:00pm and they are very strict with this closing time that was put into place approximately one year ago. However, the store manager is also using this as an important coaching opportunity with the staff working that evening to make sure they understand how this situation should have been handled more appropriately and professionally I am hopeful this matter has been resolved to *** *** satisfaction, but if she has further concerns, MrZ*** indicated she is welcome to contact the store manager for further assistance Thank you for your timeLindsey Customer Care Supervisor Foot Locker

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*** *** ** *** * *** *** Dear ***, I received your correspondence and reviewed the information in *** ***s
accounts. I am happy to answer his questions regarding his cancelled orders as well as his other concerns regarding the staff members he spoke with when he contacted our officeWhen *** *** initially contacted us on 12/*/regarding his cancelled *** order, he spoke with ***, a Resolution Specialist. She left detailed notes in his account regarding their conversation, including the following information: Customer was transferred to me because he was upset that ord#*** was cancelledI let him know that the order was cancelled as soon as it was entered into the system because the item was not availableI also explained that these items (release items) are not guaranteed till they receive a shipping confirmation emailHe asked about the order confirmation, and I explained that is us letting them know that we received the order but does not guarantee shipmentCustomer did also get the cancellation email from us*** checked inventory at our warehouse for *** *** and confirmed that the item was available in other sizes but not in the size he wished to order. Since we did not have the size at our warehouse, she suggested he could try a Foot Locker store location to see if he could buy the item physically in a store. *** *** asked to speak with someone else and *** explained that she was the Resolution Specialist assigned to his case. She left notes in his account instructing all other agents to transfer *** *** to her if he called back regarding a cancelled launch orderWhen *** *** contacted us on 12/**/regarding his cancelled Foot Locker orders, he was transferred to ***’s voice mail because she was listed as the Resolution Specialist on his account. When she contacted him back that day, voice mail was not set up so she could not leave a message. She sent *** *** the following e-mail: Dear ***, You called and left me a message to contact you back at ###-###-####I tried to call you back this morning and there was no answer, nor was there a voice mail for me to leave a message onI do see that you were assigned to me regarding an issue with an *** order from 11/**/launch itemIf you have any questions please let me knowI will be in the office today till 1PM CSTSincerely, ***- *** Customer Care Resolution Specialist __________________________________________________________ *** *** | Customer Care Center Resolution Specialist | *** ###-###-#### Ext *** | *** I sincerely apologize to *** *** for any inconvenience related to being transferred to a different department or not being assisted efficiently. Because his initial order was placed with ***, ***’s information was in that account and not in his Foot Locker account, which was accessed later. I am sorry for any confusion and we will definitely be using this as a training opportunity for our staffIn regards to the product *** *** ordered, his account shows that all of his orders were cancelled because the item was not available to ship from our warehouse. Launch products are extremely high demand and often sell out within minutes of becoming available. We do our very best to pull the item down from our site and make it unavailable to order once it is sold out, but a small number of orders do sometimes come through after inventory has already been reserved for customers who placed their order earlier. For this reason, we inform customers on all of our launches that their item is not guaranteed until they receive a shipment confirmation with a tracking number. As *** explained to *** ***, the order confirmation is only confirmation that we have received the order; we do not guarantee shipment or charge the customer’s credit card until the item actually leaves our warehouse. (*** is our only payment method that does collect payment immediately when the order is placed.) *** ***s account shows that his phone order was cancelled by our warehouse after the invoice printed there. Unfortunately we do not have access to details regarding the reason for the cancellation, but it is typically due to a product issue such as a defect or an item that was returned by a previous customer in poor condition. This can happen with any products but I do apologize that it exacerbated this issue for *** ***I checked all of our systems and at this time, we still do not have any available warehouse inventory in *** ***s requested size. As *** previously suggested, he is welcome to check a store location to see if they have one physically on the shelf, but we do not have the product to ship at this time. I will continue to monitor inventory on this item and if I do see one become available from our warehouse, I will contact *** *** immediately Thank you for your time*** Customer Care Supervisor Foot Locker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In their response the company does not seem to show genuine concern about this experience. If there is not "policy" against returning an item and re-purchasing it then there is no reason I should have had this experience. There is no reason I should have spent over and hour being argued with, by the manager. There is no reason for the manner to call it "strange and odd" and there is absolutely no reason why I should have had my phone taking by an employee and had him refuse to give and back and refused to call the cops. All this was happening while there were other customers and employees in the store, what type of messages does that send. I have shopped with Footlocker several times and other shoe stores. Although I am not to completely familiar with the business practices of Footlocker but I'm sure it isn't and shouldn't be that. This experience changed my view of this entire company and I honestly do not see myself or my family shopping there in the future. And I most certainly would not recommend this company to anyone
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Foot Locker regarding complaint ID ***.Sincerely,
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