As stated on multiple pages of our website and the Defective Product Claim page where the customer visited "When used for its intended purposes, Brooks footwear has a life expectancy of to miles or three to six monthsBecause our PureProject shoes use lighter materials, we expect them to last from to milesMoving Comfort sports bras have a life expectancy of monthsIf you believe your product is not performing to these standards due to a defect, please complete the form below and one of our Customer Service Reps will help you out! If it's decided that your claim is covered within our Defective Product policy, we will offer replacement product of equal or similar value." The customer provided a photo of the shoe and no visible defect could be identified- we have attached it to the Revdex.com claim to support our conclusion and the decision communicated to the customerAt the time the claim was submitted, the shoes exceeded the expected life that we communicate via brooksrunning.comAdditionally, the model of shoes submitted in the claim is a model produced over years agoWith all of these factors considered, it was our opinion that the customer's shoes were not defective and simply encountering wear and tear on an older shoeWe provided the following response, in addition to discount on a future purchase: "Thank you for contacting Brooks RunningWe are sorry about this issue you are having with our shoesBecause this shoe was not purchased through Brooksrunning.com we ask that you first contact the retailer where you originally purchased the shoesThis allows us to fully support our trusted retailersWe do offer a True Blue Guarantee with all of our products purchased via brooksrunning.comThis allows you to take your Brooks gear for a 90-day trial runIf you are not 100% satisfied, you can return it, for free, no questions askedEven if you sweat in itWhen used for its intended purposes, Brooks footwear has a life expectancy of three to six monthsOur PureProject shoes use lighter materials, we expect them to last from two to four monthsAt three months you’re within the life expectancy of our footwearWe’re always testing new materials to give the shoes a longer lifespan, but for now three to six months is our standardBecause this is beyond our 90-day policy and not a brooksrunning.com order we are not able to offer you an exchange or return for the footwearAny exchange or return will need to go through the original retailerIf they are unable to help, we can offer you a one-time use 10% off discount code to brooksrunning.com to help update the footwear If you have any other questions, please let us knowLive the way you runRun Happy! Brooks Running Runner Experience Team"
Hi [redacted] , Thank you for the clarification and for your patienceWe will make an exception to our day exchange policy and assist you with your requestOne of our Runner Experience team members will be following up to your original case ( [redacted] ) with value amounts for each of the shoes returnedBecause many of the shoes are well beyond production and no longer sold, some of the shoes' values will be at costWith the values of the shoes combined, you can review the Brooks website to select product that is equal to that valueWe'll send more detailed instructions in the emailPlease note that all of this is an exception to our policy of a day exchange and the new product will not be eligible for an exchange or return Best, Brooks Running
We are sorry if our response was unsatisfactoryAll considerations of defective product claims do not immediately warrant a replacement and our offers to replace product is a courtesy, not a guaranteeThe information provided to us by the customer did not warrant a replacementIf further review of the shoes is requested to reevaluate the customer's claim, they may send the shoes to our headquarters at the following address: Brooks Running, Attn Runner Experience Team RE: Revdex.com Claim [redacted] , Case [redacted] Stone Way N Floor Seattle, WA, Best, Brooks Running
Complaint: [redacted] I am rejecting this response because: During my first phone call into their customer service center, I made it clear that we had a lot of their old shoes, without receipt, and that they were unworn/lightly worn (during the trial period e.gtrying on at the store) and the representative explained to us that given those circumstances we could do an exchange for valueWhen I called in again to get a better understanding of the values of the shoes, again I had explained that we had a lot of their old shoes without receipt and again, the representative told us it was ok to do an exchange for valueAs we were going over the shoe values with the representative on the phone, I made it clear that we had a lot of their shoes and at one point offered to assist her by providing her with a complete list all of the shoes that we wanted to exchange in a spreadsheet for her to make her looking up the values easierAt no point in the conversation did I say that I was stopping with providing her with the details because those where all of the shoes that we hadI made it clear that we had a large family with a lot of Brook’s shoesFeel free to share the recording of that conversation with Revdex.com for any clarification as I have always made it clear that we have a big family with a lot of their old shoesDuring that same phone conversation, I provided the representative with the requested shoe details of the first couple of shoes that we had started to go over and she knew that these shoes weren’t within years as she started looking up the values for them based on the name and model numbers of the shoes that were provided during that phone conversationShe gave me an exchange value of $for ghost and $for pureflow and made no mention that such shoes would no longer qualify for an exchange Again, I urge the company to hold its’ employees for promises made to me over the phone for I only acted in accordance with the information that your customer service told me over the phoneAt no point in time did I mislead them by stating that we only have two of your shoes that we wanted to exchange or by stating that the shoes were purchased within the past years and I believe that any recorded phone conversation that you have with the last representative will show thisI had complied in accordance with the information provided for during the phone conversation and the shoes have already been shipped as previously stated and are already in the hands of the returned agent as of January 19, 2017, 3:pm Sincerely, [redacted] ***
After the customer provided us with specific details pertaining to the shoes, there were far more pairs than the customer originally stated in their original callAdditionally, after the customer provided us with the style numbers of the shoes, we learned that all models were from or more years prior, meaning they were models far older than the customer claimedThe customer can first check with the original place of purchase to inquire if an exchange/return is offeredHowever, if the store is unwilling to do so, we extend the courtesy of a value for value exchange and generally it is for pairIf making this exception, it is necessary to request a proof of purchase, in additiona to learning what shoe and how old it is to stick our regular online policyIn this case, the customer has pairs of shoes, all exceeding years old, and this falls outside of our return policy clearly stated on the websiteAdditionally, it is a courtesy for us to offer exchanges for items not purchased directly from us, so we can communicate expectations and request a proof of purchase if we're making additional exceptions, which we were in this caseCase reference [redacted]
Complaint: ***I am rejecting this response because:
These shoes were hardly worn - and fall within the "mileage warranty." The store was unwilling and unable to address this issue.
Sincerely,*** ***
As stated on multiple pages of our website and the Defective Product Claim page where the customer visited "When used for its intended purposes, Brooks footwear has a life expectancy of 300 to 500 miles or three to six months. Because our PureProject shoes use lighter materials, we expect them to...
last from 250 to 300 miles. Moving Comfort sports bras have a life expectancy of 12 months. If you believe your product is not performing to these standards due to a defect, please complete the form below and one of our Customer Service Reps will help you out! If it's decided that your claim is covered within our Defective Product policy, we will offer replacement product of equal or similar value." The customer provided a photo of the shoe and no visible defect could be identified- we have attached it to the Revdex.com claim to support our conclusion and the decision communicated to the customer. At the time the claim was submitted, the shoes exceeded the expected life that we communicate via brooksrunning.com. Additionally, the model of shoes submitted in the claim is a model produced over 3 years ago. With all of these factors considered, it was our opinion that the customer's shoes were not defective and simply encountering normal wear and tear on an older shoe. We provided the following response, in addition to discount on a future purchase:
"Thank you for contacting Brooks Running. We are sorry about this issue you are having with our shoes. Because this shoe was not purchased through Brooksrunning.com we ask that you first contact the retailer where you originally purchased the shoes. This allows us to fully support our trusted retailers. We do offer a True Blue Guarantee with all of our products purchased via brooksrunning.com. This allows you to take your Brooks gear for a 90-day trial run. If you are not 100% satisfied, you can return it, for free, no questions asked. Even if you sweat in it. When used for its intended purposes, Brooks footwear has a life expectancy of three to six months. Our PureProject shoes use lighter materials, we expect them to last from two to four months. At three months you’re within the life expectancy of our footwear. We’re always testing new materials to give the shoes a longer lifespan, but for now three to six months is our standard. Because this is beyond our 90-day policy and not a brooksrunning.com order we are not able to offer you an exchange or return for the footwear. Any exchange or return will need to go through the original retailer. If they are unable to help, we can offer you a one-time use 10% off discount code to brooksrunning.com to help update the footwear.
If you have any other questions, please let us know. Live the way you run. Run Happy! Brooks Running Runner Experience Team"
Complaint: [redacted]I am rejecting this response because:
During my first phone call into their customer service center, I made it clear that we had a lot of their old shoes, without receipt, and that they were unworn/lightly worn (during the trial period e.g. trying on at the store) and the representative explained to us that given those circumstances we could do an exchange for value. When I called in again to get a better understanding of the values of the shoes, again I had explained that we had a lot of their old shoes without receipt and again, the representative told us it was ok to do an exchange for value. As we were going over the shoe values with the representative on the phone, I made it clear that we had a lot of their shoes and at one point offered to assist her by providing her with a complete list all of the shoes that we wanted to exchange in a spreadsheet for her to make her looking up the values easier. At no point in the conversation did I say that I was stopping with providing her with the details because those where all of the shoes that we had. I made it clear that we had a large family with a lot of Brook’s shoes. Feel free to share the recording of that conversation with Revdex.com for any clarification as I have always made it clear that we have a big family with a lot of their old shoes. During that same phone conversation, I provided the representative with the requested shoe details of the first couple of shoes that we had started to go over and she knew that these shoes weren’t within 2 years as she started looking up the values for them based on the name and model numbers of the shoes that were provided during that phone conversation. She gave me an exchange value of $45 for ghost 6 and $50 for pureflow 3 and made no mention that such shoes would no longer qualify for an exchange.
Again, I urge the company to hold its’ employees for promises made to me over the phone for I only acted in accordance with the information that your customer service told me over the phone. At no point in time did I mislead them by stating that we only have two of your shoes that we wanted to exchange or by stating that the shoes were purchased within the past 2 years and I believe that any recorded phone conversation that you have with the last representative will show this. I had complied in accordance with the information provided for during the phone conversation and the shoes have already been shipped as previously stated and are already in the hands of the returned agent as of January 19, 2017, 3:35 pm.
Sincerely,[redacted]
After the customer provided us with specific details pertaining to the shoes, there were far more pairs than the customer originally stated in their original call. Additionally, after the customer provided us with the style numbers of the shoes, we learned that all models were from 2 or more years...
prior, meaning they were models far older than the customer claimed. The customer can first check with the original place of purchase to inquire if an exchange/return is offered. However, if the store is unwilling to do so, we extend the courtesy of a value for value exchange and generally it is for 1 pair. If making this exception, it is necessary to request a proof of purchase, in additiona to learning what shoe and how old it is to stick our regular online policy. In this case, the customer has 12 pairs of shoes, all exceeding 2 years old, and this falls outside of our return policy clearly stated on the website. Additionally, it is a courtesy for us to offer exchanges for items not purchased directly from us, so we can communicate expectations and request a proof of purchase if we're making additional exceptions, which we were in this case. Case reference [redacted]
We are sorry if our response was unsatisfactory. All considerations of defective product claims do not immediately warrant a replacement and our offers to replace product is a courtesy, not a guarantee. The information provided to us by the customer did not warrant a replacement. If further review of the shoes is requested to reevaluate the customer's claim, they may send the shoes to our headquarters at the following address:
Brooks Running, Attn Runner Experience Team
RE: Revdex.com Claim [redacted], Case [redacted]
3400 Stone Way N Floor 5
Seattle, WA, 98103
Hi [redacted],
Thank you for the clarification and for your patience. We will make an exception to our 90 day exchange policy and assist you with your request. One of our Runner Experience team members will be following up to your original case ([redacted]) with value amounts for each of the shoes returned. Because many of the shoes are well beyond production and no longer sold, some of the shoes' values will be at cost. With the values of the shoes combined, you can review the Brooks website to select product that is equal to that value. We'll send more detailed instructions in the email. Please note that all of this is an exception to our normal policy of a 90 day exchange and the new product will not be eligible for an exchange or return.
Best,
Brooks Running
As stated on multiple pages of our website and the Defective Product Claim page where the customer visited "When used for its intended purposes, Brooks footwear has a life expectancy of to miles or three to six monthsBecause our PureProject shoes use lighter materials, we expect them to last from to milesMoving Comfort sports bras have a life expectancy of monthsIf you believe your product is not performing to these standards due to a defect, please complete the form below and one of our Customer Service Reps will help you out! If it's decided that your claim is covered within our Defective Product policy, we will offer replacement product of equal or similar value." The customer provided a photo of the shoe and no visible defect could be identified- we have attached it to the Revdex.com claim to support our conclusion and the decision communicated to the customerAt the time the claim was submitted, the shoes exceeded the expected life that we communicate via brooksrunning.comAdditionally, the model of shoes submitted in the claim is a model produced over years agoWith all of these factors considered, it was our opinion that the customer's shoes were not defective and simply encountering wear and tear on an older shoeWe provided the following response, in addition to discount on a future purchase: "Thank you for contacting Brooks RunningWe are sorry about this issue you are having with our shoesBecause this shoe was not purchased through Brooksrunning.com we ask that you first contact the retailer where you originally purchased the shoesThis allows us to fully support our trusted retailersWe do offer a True Blue Guarantee with all of our products purchased via brooksrunning.comThis allows you to take your Brooks gear for a 90-day trial runIf you are not 100% satisfied, you can return it, for free, no questions askedEven if you sweat in itWhen used for its intended purposes, Brooks footwear has a life expectancy of three to six monthsOur PureProject shoes use lighter materials, we expect them to last from two to four monthsAt three months you’re within the life expectancy of our footwearWe’re always testing new materials to give the shoes a longer lifespan, but for now three to six months is our standardBecause this is beyond our 90-day policy and not a brooksrunning.com order we are not able to offer you an exchange or return for the footwearAny exchange or return will need to go through the original retailerIf they are unable to help, we can offer you a one-time use 10% off discount code to brooksrunning.com to help update the footwear If you have any other questions, please let us knowLive the way you runRun Happy! Brooks Running Runner Experience Team"
Hi [redacted] , Thank you for the clarification and for your patienceWe will make an exception to our day exchange policy and assist you with your requestOne of our Runner Experience team members will be following up to your original case ( [redacted] ) with value amounts for each of the shoes returnedBecause many of the shoes are well beyond production and no longer sold, some of the shoes' values will be at costWith the values of the shoes combined, you can review the Brooks website to select product that is equal to that valueWe'll send more detailed instructions in the emailPlease note that all of this is an exception to our policy of a day exchange and the new product will not be eligible for an exchange or return Best, Brooks Running
We are sorry if our response was unsatisfactoryAll considerations of defective product claims do not immediately warrant a replacement and our offers to replace product is a courtesy, not a guaranteeThe information provided to us by the customer did not warrant a replacementIf further review of the shoes is requested to reevaluate the customer's claim, they may send the shoes to our headquarters at the following address: Brooks Running, Attn Runner Experience Team RE: Revdex.com Claim [redacted] , Case [redacted] Stone Way N Floor Seattle, WA, Best, Brooks Running
Complaint: [redacted] I am rejecting this response because: During my first phone call into their customer service center, I made it clear that we had a lot of their old shoes, without receipt, and that they were unworn/lightly worn (during the trial period e.gtrying on at the store) and the representative explained to us that given those circumstances we could do an exchange for valueWhen I called in again to get a better understanding of the values of the shoes, again I had explained that we had a lot of their old shoes without receipt and again, the representative told us it was ok to do an exchange for valueAs we were going over the shoe values with the representative on the phone, I made it clear that we had a lot of their shoes and at one point offered to assist her by providing her with a complete list all of the shoes that we wanted to exchange in a spreadsheet for her to make her looking up the values easierAt no point in the conversation did I say that I was stopping with providing her with the details because those where all of the shoes that we hadI made it clear that we had a large family with a lot of Brook’s shoesFeel free to share the recording of that conversation with Revdex.com for any clarification as I have always made it clear that we have a big family with a lot of their old shoesDuring that same phone conversation, I provided the representative with the requested shoe details of the first couple of shoes that we had started to go over and she knew that these shoes weren’t within years as she started looking up the values for them based on the name and model numbers of the shoes that were provided during that phone conversationShe gave me an exchange value of $for ghost and $for pureflow and made no mention that such shoes would no longer qualify for an exchange Again, I urge the company to hold its’ employees for promises made to me over the phone for I only acted in accordance with the information that your customer service told me over the phoneAt no point in time did I mislead them by stating that we only have two of your shoes that we wanted to exchange or by stating that the shoes were purchased within the past years and I believe that any recorded phone conversation that you have with the last representative will show thisI had complied in accordance with the information provided for during the phone conversation and the shoes have already been shipped as previously stated and are already in the hands of the returned agent as of January 19, 2017, 3:pm Sincerely, [redacted] ***
After the customer provided us with specific details pertaining to the shoes, there were far more pairs than the customer originally stated in their original callAdditionally, after the customer provided us with the style numbers of the shoes, we learned that all models were from or more years prior, meaning they were models far older than the customer claimedThe customer can first check with the original place of purchase to inquire if an exchange/return is offeredHowever, if the store is unwilling to do so, we extend the courtesy of a value for value exchange and generally it is for pairIf making this exception, it is necessary to request a proof of purchase, in additiona to learning what shoe and how old it is to stick our regular online policyIn this case, the customer has pairs of shoes, all exceeding years old, and this falls outside of our return policy clearly stated on the websiteAdditionally, it is a courtesy for us to offer exchanges for items not purchased directly from us, so we can communicate expectations and request a proof of purchase if we're making additional exceptions, which we were in this caseCase reference [redacted]
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
Runner Experience Lead *** *** spoke to customer directly and helped with an exchange
Complaint: ***I am rejecting this response because:
These shoes were hardly worn - and fall within the "mileage warranty." The store was unwilling and unable to address this issue.
Sincerely,*** ***
As stated on multiple pages of our website and the Defective Product Claim page where the customer visited "When used for its intended purposes, Brooks footwear has a life expectancy of 300 to 500 miles or three to six months. Because our PureProject shoes use lighter materials, we expect them to...
last from 250 to 300 miles. Moving Comfort sports bras have a life expectancy of 12 months. If you believe your product is not performing to these standards due to a defect, please complete the form below and one of our Customer Service Reps will help you out! If it's decided that your claim is covered within our Defective Product policy, we will offer replacement product of equal or similar value." The customer provided a photo of the shoe and no visible defect could be identified- we have attached it to the Revdex.com claim to support our conclusion and the decision communicated to the customer. At the time the claim was submitted, the shoes exceeded the expected life that we communicate via brooksrunning.com. Additionally, the model of shoes submitted in the claim is a model produced over 3 years ago. With all of these factors considered, it was our opinion that the customer's shoes were not defective and simply encountering normal wear and tear on an older shoe. We provided the following response, in addition to discount on a future purchase:
"Thank you for contacting Brooks Running. We are sorry about this issue you are having with our shoes. Because this shoe was not purchased through Brooksrunning.com we ask that you first contact the retailer where you originally purchased the shoes. This allows us to fully support our trusted retailers. We do offer a True Blue Guarantee with all of our products purchased via brooksrunning.com. This allows you to take your Brooks gear for a 90-day trial run. If you are not 100% satisfied, you can return it, for free, no questions asked. Even if you sweat in it. When used for its intended purposes, Brooks footwear has a life expectancy of three to six months. Our PureProject shoes use lighter materials, we expect them to last from two to four months. At three months you’re within the life expectancy of our footwear. We’re always testing new materials to give the shoes a longer lifespan, but for now three to six months is our standard. Because this is beyond our 90-day policy and not a brooksrunning.com order we are not able to offer you an exchange or return for the footwear. Any exchange or return will need to go through the original retailer. If they are unable to help, we can offer you a one-time use 10% off discount code to brooksrunning.com to help update the footwear.
If you have any other questions, please let us know. Live the way you run. Run Happy! Brooks Running Runner Experience Team"
Complaint: [redacted]I am rejecting this response because:
During my first phone call into their customer service center, I made it clear that we had a lot of their old shoes, without receipt, and that they were unworn/lightly worn (during the trial period e.g. trying on at the store) and the representative explained to us that given those circumstances we could do an exchange for value. When I called in again to get a better understanding of the values of the shoes, again I had explained that we had a lot of their old shoes without receipt and again, the representative told us it was ok to do an exchange for value. As we were going over the shoe values with the representative on the phone, I made it clear that we had a lot of their shoes and at one point offered to assist her by providing her with a complete list all of the shoes that we wanted to exchange in a spreadsheet for her to make her looking up the values easier. At no point in the conversation did I say that I was stopping with providing her with the details because those where all of the shoes that we had. I made it clear that we had a large family with a lot of Brook’s shoes. Feel free to share the recording of that conversation with Revdex.com for any clarification as I have always made it clear that we have a big family with a lot of their old shoes. During that same phone conversation, I provided the representative with the requested shoe details of the first couple of shoes that we had started to go over and she knew that these shoes weren’t within 2 years as she started looking up the values for them based on the name and model numbers of the shoes that were provided during that phone conversation. She gave me an exchange value of $45 for ghost 6 and $50 for pureflow 3 and made no mention that such shoes would no longer qualify for an exchange.
Again, I urge the company to hold its’ employees for promises made to me over the phone for I only acted in accordance with the information that your customer service told me over the phone. At no point in time did I mislead them by stating that we only have two of your shoes that we wanted to exchange or by stating that the shoes were purchased within the past 2 years and I believe that any recorded phone conversation that you have with the last representative will show this. I had complied in accordance with the information provided for during the phone conversation and the shoes have already been shipped as previously stated and are already in the hands of the returned agent as of January 19, 2017, 3:35 pm.
Sincerely,[redacted]
After the customer provided us with specific details pertaining to the shoes, there were far more pairs than the customer originally stated in their original call. Additionally, after the customer provided us with the style numbers of the shoes, we learned that all models were from 2 or more years...
prior, meaning they were models far older than the customer claimed. The customer can first check with the original place of purchase to inquire if an exchange/return is offered. However, if the store is unwilling to do so, we extend the courtesy of a value for value exchange and generally it is for 1 pair. If making this exception, it is necessary to request a proof of purchase, in additiona to learning what shoe and how old it is to stick our regular online policy. In this case, the customer has 12 pairs of shoes, all exceeding 2 years old, and this falls outside of our return policy clearly stated on the website. Additionally, it is a courtesy for us to offer exchanges for items not purchased directly from us, so we can communicate expectations and request a proof of purchase if we're making additional exceptions, which we were in this case. Case reference [redacted]
We are sorry if our response was unsatisfactory. All considerations of defective product claims do not immediately warrant a replacement and our offers to replace product is a courtesy, not a guarantee. The information provided to us by the customer did not warrant a replacement. If further review of the shoes is requested to reevaluate the customer's claim, they may send the shoes to our headquarters at the following address:
Brooks Running, Attn Runner Experience Team
RE: Revdex.com Claim [redacted], Case [redacted]
3400 Stone Way N Floor 5
Seattle, WA, 98103
Best,
Brooks Running
Hi [redacted],
Thank you for the clarification and for your patience. We will make an exception to our 90 day exchange policy and assist you with your request. One of our Runner Experience team members will be following up to your original case ([redacted]) with value amounts for each of the shoes returned. Because many of the shoes are well beyond production and no longer sold, some of the shoes' values will be at cost. With the values of the shoes combined, you can review the Brooks website to select product that is equal to that value. We'll send more detailed instructions in the email. Please note that all of this is an exception to our normal policy of a 90 day exchange and the new product will not be eligible for an exchange or return.
Best,
Brooks Running