Bradley Brick

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

[redacted]’s
complaint.  I sincerely apologize for all
of the inconvenience he has experienced while trying to make his recent
purchase with our company, especially since the items are for a special occasion.We
can certainly honor the 20% discount he was originally expecting to receive on
his order.  In cases like this where the
store will not make the adjustment we typically issue an e-mailed gift card to
use towards the order, which takes 3-5 business days to receive.  As [redacted] is under time constraints, the fastest
way for him to resolve the situation would be to purchase the items at full
price and then we can issue a refund after the fact to reflect the 20%
discount.I
have documented this information in his account (customer #[redacted]).  After he makes the purchase, he can contact
us with his receipt and we will be happy to issue a refund for the appropriate amount.   Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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[redacted] RE:  Complaint ID #[redacted] – [redacted] Dear [redacted], I understand [redacted] concerns and we would be happy to place his order over the phone if the item was available at our warehouse.  Unfortunately, only online orders are being accepted for this item.  [redacted] would need to purchase the shoes needs on our website and then we can issue the difference back to him after his order ships.  (This offer is limited to two pairs of product #[redacted].)  I have created an account for [redacted] (Foot Locker customer #[redacted]) and documented this offer.  He can call us once his order has shipped out and we will be happy to do the price adjustment. 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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[redacted] RE:  [redacted] – [redacted] Dear [redacted],   I received your correspondence and reviewed [redacted] account.  I have attached...

her VIP account activity showing all purchases and rewards due to her based on her purchase history.  The first three purchases she made after starting her VIP account brought her to Platinum level which then made her eligible for rewards.  (Customers do not receive rewards for any purchases made prior to reaching the Platinum level.)    Following her achievement of Platinum level, she only made one qualifying purchase (on 4/**/16) for which she was due a $10 rewards card.  Rewards codes print on the bottom of in-store receipts when a qualifying purchase is made under a Platinum account, so her $10 code is on her 4/**/16 receipt.  There are no other transactions in her account that would have qualified her to earn additional rewards (minimum of $100 on a single purchase), as all other purchases were under $100 each.    Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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

[redacted]’s complaint.  I contacted store management and the District Manager of store #[redacted] at the Cherryvale Mall with a copy of [redacted]’s concerns.  They spoke with the manager on duty who is referenced in the complaint so he could provide his side of the story and assist in resolving this matter.  He confirmed that he did try to order the shoes for [redacted] and that they were unavailable in the customer’s size at that time so he was unable to do so.  [redacted] may have been able to see the item listed for sale on his phone, but the store register is connected to real-time inventory and the item was not available at that time.  Our websites are updated several times throughout the day but the only access to real-time inventory is through the register. The store confirmed to me that they are willing to honor the price on the tag but the item has to be in-stock and available for them to order from another store at that time. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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[redacted]  [redacted] Dear [redacted], This item is currently showing on our website because we are showing two store locations with inventory of this item.  There are a total of three pairs showing available between the two stores as of 4:50 pm CST today so [redacted] is welcome to place an order online for this product.  However, as previously explained, we cannot guarantee the order until she receives a shipment confirmation with a tracking number.  Store inventory changes constantly due to online orders, in-store stock locator orders and normal in-store purchases, so it is impossible to guarantee an order when quantity is so low.  I understand this is frustrating and we do update our website as quickly as possible, but unfortunately there can be a delay between all inventory being exhausted and the image being removed from our website. 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:

The carrier already confirmed with me that the packages were empty. Foot locker is just giving me the run around.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

[redacted] account.  I sincerely apologize for any inconvenience related to her recent order.  Her account shows that a refund was issued earlier today in the amount of $85.59.  Her bank should have these funds processed into her account within 3-5 business days. Thank you for your time. Lindsey B. 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:

[The $7.00 discount was for where they credited the return RMA charge.  There was never a 20% discount applied to the second order, so that should be $13.99 in addition to the shipping of the $13.98 which should be a total credit of $27.97, and I would be fine with that $27.97.  ]
 
 
 
 
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 received your correspondence and reviewed the information in [redacted]’s...

complaint.  To fully investigate her concerns I contacted the Lady Foot Locker at the Galleria Mall with what appeared to be [redacted]’s receipt and spoke with the associate who worked with her on 2/**.  This is the information she provided: This receipt is one of several cancelled sales involving this customer.  I personally attempted to complete the sale for this customer.  She attempted to swipe her [redacted] several times using both credit and debit functions and was declined.  Several minutes later the customer returned and wanted to do split payments (half cash/half card).  After swiping for a lesser amount, the card was declined again and I cancelled the transaction for the customer once more.  She returned again minutes later stating her bank account had been charged by Lady Foot Locker and provided confirmation via her mobile banking app.  At that point I reassured the customer we would get to the bottom of the issue and called LFL customer service and spoke with an agent.  The agent stated that, because the customer had made several attempts at the Point of Sale terminal with her card and none were successful, it’s possible a balance was held on her account.  The agent told me to inform the customer the money would be released onto the debit card shortly and if she had any other questions, to contact customer service on her own.  I relayed that message to the customer and provided her with the company customer service number as directed by the agent. Any time a customer swipes their card more than once or uses different payment types (debit/credit/split payment), it is always possible that the card-issuing bank will hold a pending authorization of some kind.  Typically the bank realizes the error and self-corrects the authorization within 5-7 business days (which reflects the 2/** date that [redacted] was given).  If the customer has not yet seen a reversal in that time period, we are then able to open a ticket with our credit card processor to look further into the situation.  The receipts from these transactions show no credit card number and all confirm that the sales were cancelled.  If [redacted] is still not seeing the funds released into her account, she should contact our customer care team at ###-###-#### and have her credit card available to have the situation escalated to our banking department.  Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

August **, 2015[redacted]
[redacted]  [redacted]Dear [redacted],Yesterday our Claims Department completed their investigation into [redacted]’ recent claim of missing items.  They found that he has other accounts with Foot Locker as well as our affiliated companies with similar claims of missing items, all of which the shippers confirmed were delivered at the correct weights.  For this reason, the following e-mail was sent to [redacted] yesterday: Dear [redacted],Your claims of receiving empty packages have been elevated to me, Claims Supervisor.  I have reviewed your accounts with Footlocker and [redacted] and I see that there has not been a successful order in any account. We can see that the packages leave us at the correct weights and are delivered to the correct address at the same weight.  We have also notified you regarding the [redacted] account that we will no longer issue any compensation for claims of missing items, empty packages and/or lost or undelivered packages.After reviewing we find that it is in your and our best interest to no longer accept any more orders in Footlocker or any of our family of on line stores. This includes but is not limited to: [redacted], [redacted], [redacted], [redacted].  Please be aware that no refund will be due on order [redacted] as it shows delivered and at the weights the packages left at. At this time we have closed the accounts.Sincerely,Tammie M.Prepaid & Claims Supervisor Thank you for your time.LindseyCustomer Care SupervisorFoot 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]

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:

[redacted] was extremely rude, and argued with me for almost an hour over this order. I'm more frustrated that I didn't get my shoes that I ordered. I want the shoes that I ordered. Thanks!
 
 Ashley
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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]
That information provided is incorrect. Their website CLEARLY states the shoe is in stock at the location.  I showed the employee at two stores the website showed the shoe in stock, and they would not sell me the shoe. They either need to change the website to reflect real availability, or stop the raffle.  And give me a pair of the shoes. Her word document is not proof.  I went to the store and was denied a sale when they advertised in stock merchandise. -[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

 
It is clear that Footaction does not take customer service seriously nor do they have enough dignity to tell the truth since nobody but their company can verify what is on the tapes they saw. Furthermore, the time period I put was 6:30-7:15, however they were only able to account for 6:45-7:00. What about from 6:30-6:45pm? 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

Statements made in the response are false as well as I have still not received any contact from the business after filing this complaint. It would be great if someone had the courage to contact me and stop acting like a scared company who know they have dropped the ball. Still waiting on a phone call........
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

February **, 2016 [redacted] Dear [redacted],   Again, I sincerely apologize to [redacted] that this error was made. Normally an item would need to be received back at our warehouse in order for a refund to be issued; however, due to the unusual circumstances of this situation, I have issued a full refund back to [redacted]’s card and she can notify the recipient that the item he received does not need to be returned.  He is welcome to keep the item if he can use it, otherwise gift or donate it.   I verified again that the only available inventory we have of this item is through Kids Foot Locker and can only be ordered online or at a Kids Foot Locker store.  We have no capability to order this item any other way or I would certainly do so without hesitation.  [redacted]’s card-issuing bank should have her refund fully posted to her account within 3-5 business days.     Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

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[redacted]  [redacted] Dear [redacted],   When Evelyn placed [redacted]’s exchange order for the size 12.0, she actually used the same promotional code he used on his original order ([redacted]) which was for 10% off orders of $50 or more.  The item [redacted] purchased was $69.99 so his 10% discount was $7.00.  I honored an additional $7.00 discount as [redacted] was under the impression he originally received a 20% discount, and included the $13.98 shipping costs from his original order.  The $6.99 refund he referenced was already processed on 6/**/16 and was for the return shipping costs on the size 11.5 shoes.    To recap, the refund I issued was $20.98 - $13.98 for his original shipping costs on the size 11.5 to get the shoes to him, and the additional 10% discount of $7.00.  The $6.99 refund was completely separate.   At this time, [redacted] has been refunded his original shipping costs on the size 11.5, the return shipping costs to return the item back to our warehouse, and an additional 10% discount above the discount he used on his original order.  He has been refunded appropriately.   Thank you for your time. Lindsey B[redacted] Customer Care Supervisor Foot Locker

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

Due to vendor restrictions, many launch products are generally not able to be ordered for in-store pick-up through our website.  The option should not even appear for that type of order as our stores must sell their inventory via their designated launch process on release day.  It is generally a 2-4 week waiting period before these products will be made available for in-store pickup through our websites. I do apologize that this option did appear for a launch product and that [redacted]’s order was cancelled.  Unfortunately we are not able to replace the order but I can assure him that his credit card was not charged as we only take payment for fulfilled orders.  We release any pending authorizations immediately but financial institutions can take 5-7 business days to release their hold on customers’ funds.  I am sorry for any inconvenience this may have caused. 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 don't wish to correspond with people that could careless about their customers. I was advised on several occasions that they only authorize the card and then make one charge and not two. I never agreed to dual charged for one item and there is nowhere on their website that states there are multiple charges  for one item. Footlocker has the worst customer service in the entire world. I have spoken with the bank and they have agreed to refund the overdraft fee as they saw nowhere on the footlocker site that stated you will be charged multiple times for one item. I would like to speak with a person in the corporate office and not a random phone rep.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]