Bradley Brick

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*** *** ** *** * *** ***Dear ***,I received your correspondence and reviewed the information in *** ***’s
complaint. His account notes show that he contacted us about this situation on 5/*/via chat and stated that he had some items he felt were defective. At that time, the representative explained our process for return of defective items. Notes state that *** *** was seeking compensation for the defect and did not wish to return the items. The representative explained that we do not issue compensation for defective items until after we review the items in our warehouse and deem them defective.We stand behind our products and if *** *** feels what he received was not new quality, we certainly want him to return them to us so we can look into the matter for him. I have requested a prepaid *** return label which he will receive via e-mail within hours. He can use this label to return the items to our warehouse for review and we will be happy to issue replacement items or a refund if the items are no longer available when we receive his return.Thank you for your time. Sincerely,*** *** ***Foot Locker

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*** *** ** *** * *** ***Dear ***,I received your correspondence and contacted *** *** to discuss
her concerns. With her approval, I placed a no-charge replacement order for a newer version of the item she ordered with upgraded Next Day shipping, which will be delivered to her tomorrow. She has confirmed that she is satisfied with this resolution. Thank you for your time.***
*** *** ***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:
[Your Answer Here]
Dear *** and ***, In response to ***'s response, there are a couple things of interest Regarding ***, they do not require immediate collection of funds Any other transaction I place with other companies, it shows up as a pending authorization Once the transaction ships and completes, it goes into the completed stage on *** In this instance with Footlocker, my transaction was immediately in the completed stage It is true that pending authorizations do hold my funds so that once the transaction does go to complete, the funds will still be there In this case, it never entered the pending authorization stage This means that Footlocker successfully received my funds right away They have been holding my funds ever since, which is now at days As far as refunds go, that too is an instant transaction There is no reason it takes 48-hours Refunds go back to the buyer as quickly as the funds initially went to the seller.The second item that is very interesting is that you say Lance did not pull out of the chat session You added a shot of the chat, but you seem to have "left out" the part where it says Lance Ahas exited the session I have added that screen shot that shows the part that was cut out at the end What you don't see on my screen shot is the time stamp, but I'll let you know that it was almost instantly after Lance said one moment while I cancel the order Perhaps you should train your employees to attempt to salvage the sale by helping to find out a better time frame and get back to the customer As the customer, when Lance makes no attempt, I hear "oh well, its your loss on the golden ticket, I'll cancel you no problem, HAHAHA" It has become quite obvious to me that Footlocker doesn't value their customers The feeling I get is that you are handing out "golden tickets" for these limited release, high demand shoes And if I don't get one or get upset about something, it doesn't matter to you because there is always someone right behind me that would do anything to get your golden ticket If you did value me as a customer, you'd make an attempt to correct the situation rather than aggravate it That's not a good business model in my opinion.***, while I appreciate your response and attempt to pacify the situation, I feel I'm being lied to for the reasons I stated While it may not be your intention, I would greatly appreciate a bit more than this I also sent an email via Footlocker.com in regards to this and I have been ignored there even though it says it should take less than hours to receive a response I feel almost as though customer service is all laughing about this when they read it, knowing that it will never go anywhere...almost as if there is a force field around them put there by middle management to protect them, giving them reign to respond or not respond without Perhaps I'm wrong, perhaps it is due to being understaffed in the customer service area It shouldn't take minutes for someone to pick up the phone It shouldn't take minutes for a chat session to open up (when chat is even enabled online?) Cust service reps may very well be so over worked, they've lost the cheer and friendliness?The bottom line here is that you've been holding $of mine for days and have yet to refund me You've made no attempt to maintain me as a customer Its a shame...
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[redacted] Re: Complaint ID #[redacted] – [redacted] Dear [redacted], Thank you for your recent correspondence regarding [redacted]s complaint.  In my previous response I addressed all of his concerns in detail and explained that we would contact him if the item he wished to order became available in our inventory.  To date we have not received any returns or new shipments of this item. If [redacted] has additional concerns about this matter, he is welcome to contact [redacted], as she is his assigned Resolution Specialist and is handling his account.  As I stated in my initial response, [redacted] returned [redacted]s call on 12/**/15 and sent a follow-up e-mail because his voice mail was not set up so she could not leave a message.  [redacted] can be reached at ###-###-#### (ext. [redacted]) and she is available tomorrow (Friday, 1/**) from 9:30a-5:30p CST and Monday, 1/** from 11a-7p CST.  She can also be reached at [redacted]. Thank you for your time. [redacted] Customer Care Supervisor Foot Locker, Inc.

February **, 2016 [redacted] [redacted] RE:  Complaint ID #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted]...

account.  It shows that his order was placed online the evening of 2/**/16, completed the payment verification process on 2/** and has shipped from our warehouse.  He should receive a tracking number via e-mail later today.  The total amount of his order was $291.83.   I sincerely apologize for any inconvenience but I can confirm his order followed our normal timeframe and packing/shipping process and is on its way to him.   Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

September *, 2016 Revdex.com Serving Metropolitan New York Attn: [redacted] RE: Complaint #[redacted] – [redacted] Dear [redacted],   I received your correspondence and reviewed [redacted]’s concerns.  I apologize that...

she was not able to make her return because the store did not have enough cash on hand to refund her.  Our stores do start the day with a specific amount of cash and if sales are low and returns are high on a specific day, it may temporarily limit their ability to process returns.  Unfortunately stores do not have any control over this type of situation, but we do understand it is inconvenient for a customer trying to return a product.   If [redacted] was not yet able to make her return in-store, our customer service team would be more than happy to assist her in locating another local store or sending her a prepaid return label so she can make her return by mail.  She can reach us any time at [redacted] for assistance.   Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

  
 
Sincerely,
[redacted]

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

[redacted]
Dear [redacted], As stated previously, we are more than happy to work with [redacted] on this but it is not a complaint we have heard from any other customers so we do not have any information to refer to.  We can only look into this if he contacts us at the time he sees this information on our website so we can view it live. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not wish to speak to [redacted] as requested I would like [redacted]'s manager, supervisor, someone above [redacted] to address my concern. It's beyond the shoe that is no longer available and [redacted] is not who I wish to speak with for a resolution. Since Linda seems to be the person responding, if she has any power then she can contact me for my issue is not resolved and will not be until I speak to someone higher then [redacted] regardless of how many times the company wishes to keep bg me I will not be satisfied to I speak with someone higher then [redacted]. Why is that so hard for a multi billion dollar company to understand???????
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
Dear [redacted],   I received your correspondence and reviewed [redacted]s concerns.  I sincerely...

apologize for her recent poor experiences with our company, both in-store and over the phone.    All of our stores accept returns for orders placed online, but not all stores are able to issue a PayPal refund in-store.  If they aren’t able to do so, they ship the item back to the warehouse for the customer and the returns department processes the refund when they receive the item.  I am sorry if this information was not communicated to [redacted] properly when she contacted us by phone, causing problems when she reached the store.   By accepting the return back, the store should have mailed [redacted]s package directly back to the warehouse without delay, especially since she was waiting for her refund.  I have forwarded the details of her complaint, regarding both the return and the phone conversation [redacted] had with that location, to the district manager over that store so he can share her concerns with his staff and take care of any necessary coaching.   The store was able to confirm that [redacted] did come in to pick up her item, and I have requested a [redacted] label for her to return the item. I certainly don’t want to convenience her further so she is welcome to e-mail me at [redacted] to confirm the return date and I will get her refund moving as soon as I see a scan on the package.  I have also requested a $30 gift card with our apologies for her time and inconvenience, which will be delivered via e-mail within 3-5 business days.   Thank you for your time. Lindsey B[redacted] Customer Care Supervisor Foot Locker

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

May **, 2016 [redacted]
[redacted]
[redacted]
[redacted]  [redacted] Dear [redacted],   I received your correspondence and reviewed [redacted]’s concerns.  If she...

feels she received a defective product, we are more than happy to review it for an exchange or refund, either in-store or as a mailed return back to our warehouse.  In either case, a copy of the receipt is needed as a proof of purchase.  Unfortunately, without a copy of the receipt, we are not able to accept a return back per company policy.   If [redacted] can locate her receipt, we’d be happy to assist her with this return.   Thank you for your time. Lindsey B. Customer Care Supervisor Foot Locker

[redacted]
[redacted] Dear [redacted],   I received your correspondence and reviewed the information in [redacted]...

[redacted] account.  Her notes show that she contacted our Customer Care department on 3/**/16 regarding her in-store refund that she hadn’t yet seen posted to her account.  A supervisor researched the transaction and could confirm that a refund in the amount of $299.60 was successfully settled through our credit card processor to [redacted] credit card on 3/**/16.  The associate provided [redacted] with the reference number that her bank can use to trace the refund on their end, which is [redacted].  This number is proof that we transferred the funds to [redacted] bank and they accepted them.   If [redacted] card-issuing bank still has not processed the funds back to her account, she will need to fill out a Credit Not Processed form with that bank and provide the above reference number.  This is considered a chargeback dispute and is a formal process to inform her bank there is a successful refund they need to post to her account.     Thank you for your time. Lindsey Customer Care Supervisor Kids Foot Locker

[redacted]
[redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted]’s...

complaint.  To investigate the situation fully, I contacted her to confirm which store she was referring to and she indicated that it was Footaction store [redacted] at [redacted] in Brooklyn, NY.  I contacted that store and their district manager and they reviewed the tapes from the time period [redacted] stated this incident occurred.  This was the information store management provided: After taking a look at the store camera footage from 6:30p-7:15p on 2/**/16, no customer attempted to buy or ask about the black Retro 12.  We had no customer enter the store from 6:44p until we locked the door at 7p.  Based on the evidence from the store camera, this incident did not happen at store [redacted]. Thank you for your time. Lindsey Customer Care Supervisor Footaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted] I received your correspondence and reviewed [redacted]...

account.  Any time shipment is confirmed by the store that fulfilled an order and the customer has not received it, an investigation is completed to determine the location of the package.  [redacted] investigation was completed and he was issued a refund on 9/*/16.  It typically takes card-issuing banks 5-7 business days after a refund has been issued to fully process the funds back into the customer’s account.Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Revdex.com:At this time, my complaint, ID [redacted] regarding Foot Locker, Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]