Bradley Brick

December **, 2015 [redacted]
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[redacted] RE:  Complaint ID #[redacted] – [redacted] Good morning [redacted], I received your correspondence and reviewed the information in [redacted]...

account.  I’m happy to provide information on this matter. The total payment due for order #[redacted] which [redacted] placed on 12/**/15 was $53.31.  Her account shows that we sent $0.01 authorization to her bank at the time the order was submitted to ensure that the card was active and able to be used to place an order.  When the order transmitted to our warehouse, the remaining amount of $53.30 was authorized.  At the time the order shipped, we physically charged both authorizations ($53.30 and $0.01) for a total of $53.31. [redacted] spoke with Lynn, a Resolution Specialist, when she contacted us on 12/**/15 stating we authorized an extra $0.01 which caused her bank account to reach negative status.  Lynn explained that on our end, we only show authorizations and subsequent charges in the amounts of $0.01 and $53.30.  Lynn explained that we would be happy to view [redacted] bank statement and look into the matter further.  [redacted] later called back and spoke with Jameson, another Resolution Specialist, and said she would fax him her bank statement.  When she called back later that day, Jameson explained that we had not yet received a copy of her bank statement and needed that so we could look into the matter for her. [redacted] can either fax her bank statement to ###-###-#### or e-mail it to [redacted].  The statement needs to show all authorizations and charges from Foot Locker, as well as a running balance showing that we authorized/charged more than $53.31 and caused her account to overdraft.  With this information, we would be more than happy to refund her $35 overdraft fee.   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:

[Your Answer Here]
I should not have had to get any 3rd parties involved if Foot Locker does indeed offer world- class customer service which I have not seen any evidence of thus far. I am still awaiting a sincere apology from Foot Locker and not just a rote response to a complaint. I'm also still waiting on the delivery of my product and my business with Foot Locker will be forever concluded. Thank you. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[redacted]  [redacted] Dear [redacted], I received your correspondence and contacted Mr. M[redacted] to personally...

apologize for the poor experience he had with his recent order.  I was able to have the store intercept the package and ship it to Mr. M[redacted]s updated address, and I refunded his shipping and issued a $30 gift card for his inconvenience. Thank you for your time. Lindsey B[redacted] Customer Care Supervisor Foot Locker

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

account.  The communication he received is regarding order #[redacted] which he placed on [redacted] on 4/*/16 for 2 pairs of Nike Flex Fury shoes.  His credit card declined so his order was cancelled in our payment system; however, one pair of shoes (product #[redacted] – Nike Flex Fury in navy/white/royal, size 12.0) was shipped to him by a Foot Locker store location.  USPS confirms delivery of the package to [redacted]’ home address at 6:54 am on 4/**/16.   Since this order was delivered to [redacted], we have made multiple attempts to charge his credit card for the product he received and was not originally charged for, but his card continues to decline.  To resolve this issue, [redacted] either needs to contact us with payment for this item by July [redacted], 2016 or return the item back to our warehouse in new condition.   If [redacted] would like to speak directly with the supervisor of the Prepaid & Claims Department, her name is Tammie Maxwell and she can be reached at [redacted] or by calling ###-###-####.  He should reference Foot Locker customer #[redacted]   Thank you for your time. Lindsey B[redacted] Customer Care Supervisor Foot Locker

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

account.  I sincerely apologized that she was so disappointed with the service she received from Foot Locker on her recent contacts. I do see that the concern she left at our CEO Hotline was forwarded to our customer care manager and one of my supervisory counterparts, Hamzh, contacted [redacted] regarding her concerns.  He left detailed notes in her account including all of [redacted]’s specific concerns and their conversation, and indicated that he apologized for her inconvenience and frustrations and offered multiple discounts (military and free shipping) as a courtesy on a future order, and also processed a $35 gift card. If [redacted] has additional concerns, she is welcome to contact me directly at [redacted] and I will be happy to respond.     Thank you for your time. Lindsey B[redacted] Customer Care Supervisor Foot Locker

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

apologize for the poor experience he had at our Astoria location and I appreciate him bringing these concerns to our attention. Store locations set their prices independently so there may be times when the same item is priced differently in-store versus on our website.  However, I am more than happy to compensate [redacted] for both the $5.00 price difference as well as his inconvenience by sending a $30 gift card.  He will receive it via e-mail within 3-5 business days and can use it in any Foot Locker store or on [redacted].  I am also forwarding a copy of [redacted] concerns to the district manager of the Astoria location so he is aware of this incident.  Again, I am thankful that he brought this to our attention and I am very sorry for any inconvenience this situation caused. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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

complaint. I sincerely apologize that she had such a poor experience at her local Foot Locker when trying to return her product.  Defective items can actually be returned to any store location for review up to 30 days after purchase.  Once the item is 31+ days old, the store has discretion on whether to accept.As [redacted] was not able to return her item in-store, I am sending her a prepaid [redacted] return label that she will receive in her e-mail within 24-48 hours.  She can use it to return the shoes to our warehouse along with her Foot Locker cr (#[redacted]).  I located the purchase in her VIP account and put a copy of the receipt in her account as she no longer has the original.  Upon receipt of her return, our warehouse will review the item.  If it is deemed defective, they will refund you for the return.  In the event the item is not deemed defective, they will return it to you with a note of explanation.I am also filing a formal complaint for [redacted] regarding her concerns about this store location.  The information will be available to the district manager for follow-up.  I do appreciate her bring her concerns to our attention.  If she has any further questions, she is welcome to contact our customer care department at ###-###-#### and reference cr [redacted]. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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

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

apologize for her inconvenience regarding her recent cancelled order and subsequent refund.  We did recently upgrade our credit card processing service and unfortunately it appears that [redacted] refund was entered during that 2-3 day time period.  We did have a process in place to ensure customer’s payments and refunds were processed accurately during the conversion window, but we experienced an unexpected issue that prevented some transactions from going through.  When we were made aware of the situation, we immediately began auditing all transactions and resubmitting those that had failed, which was happening when [redacted] contacted us on 6/17/16. I completely understand [redacted] concerns and disappointment with the timeliness of her refund, and I am very sorry for her poor experience with Foot Locker.  I appreciate her patience as we upgraded our payment software and I hope she allows us to give her a better experience in the future.   Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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

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

apologize for his inconvenience related to his recent purchase and subsequent return.  I have issued an additional refund of $24.99 back to the credit card used on his original order.  His bank should have the refund posted to his account within 3-5 business days.  In addition, I am issuing a $15 gift card for his inconvenience.  It will be delivered to his e-mail within 3-5 business days as well.   Thank you for your time. Lindsey B. Customer Care Supervisor Foot Locker

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[redacted] RE:  Complaint ID #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted] account.  Her order was cancelled as soon as it was entered...

into our system because the item was not available.  Due to the extremely high demand for these items and the large volume of people trying to place orders at exactly the same time, our website tells our launch customers that their order is not guaranteed until they receive a shipping confirmation with a tracking number.  Regarding payment, typically we do not charge customers for any products until the order physically leaves our warehouse.  [redacted] is the only method which requires us to collect all funds up-front which is why [redacted] was charged for her order immediately when it was placed. I checked our current inventory for this item and at this time, it is not able to be ordered.  I have directed our leadership staff to monitor inventory and they will contact [redacted] directly for payment if a pair becomes available. I am very sorry that [redacted] order was not able to be fulfilled.  We do understand the excitement surrounding these high-demand items and how frustrating it can be to our customers when product demand exceeds inventory available.  We welcome customer feedback related to launches as we strive to make the process as fair and streamlined as possible for everyone.    Thank you for your time. Lindsey Customer Care Supervisor Foot Locker Tell us why here...

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:

And still showing available to ship and still NO ONE can get their act together and permanatley take it out of the ordering system. Your corporate is blameing it on the stores? Then you need new management at store level that can keep their inventory correct. I am still waiting for the sneakers that show available to order online in MANY sizes, NOT just size I need.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[redacted] RE:  Complaint ID #[redacted] – [redacted] Dear [redacted],   I am very disappointed to hear that [redacted] second submission of her refund also did not process through to her bank.  Her account shows that she contacted us about this error on [redacted] and the refund was processed through for the third time.  We also issued a gift card for her inconvenience.   If [redacted] does not see this refund posted to her account, I would like her to contact me directly at [redacted] so I can personally follow up on her refund with my manager.     Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

[redacted] Dear [redacted],   I reviewed [redacted]’s additional concerns and I apologize that he does not feel that this resolution was sufficient.  In his original complaint, he requested us to make an exception on the 30 day return policy listed on his original receipt and honor his return, and to have the store employees reprimanded.  As I expressed to him in my communications, both of these requests were honored.   To further compensate him for the situation, a $25 gift card is being issued to his e-mail which he should receive within 3-5 business days. As I stated above, we have already resolved both of his requests from his original complaint and his refund of $347.75 was issued last month.   Thank you for your time. Lindsey B[redacted] Customer Care Supervisor Foot Locker

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

account.  I see that a second investigation was opened but no indication that it was completed.  To resolve this issue for her, I have requested a refund of $193.78 which will be posted to her account within 5-7 business days, depending on the policy of her card-issuing bank. I sincerely apologize for any inconvenience. Thank you for your time. Lindsey B[redacted] Customer Care Supervisor Foot Locker

January **, 2016 [redacted]
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[redacted]  [redacted] [redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted]...

account.  I sincerely apologize for all of her inconvenience related to her recent orders. The most recent notes in her account show that she has been working further with other team leaders in our office and that Dean spoke directly with her yesterday regarding the situation.  He confirmed that an order has been placed for the correct item and processed a $15.69 refund back to [redacted] credit card. Again, I am very sorry for all of the errors made on [redacted] orders. If there is anything more we can do for her, she is welcome to contact us at any time. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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[redacted]  [redacted] Dear [redacted], We were unable to prevent this package from shipping out but I was able to intercept it...

and have it returned back to our warehouse.  This is a one-time courtesy on this specific order, but for future online orders, we will not cover the cost of an intercept if the customer again enters the incorrect shipping address.  This order was placed online with that shipping address and it downloaded directly into our system without any manual intervention from our staff. [redacted] refund will be fully posted to his account within 5-7 business days.     Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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

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