[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 I would like to just return the bat for a refund as I have already purchased another batThank You Regards, [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. Also I would like to thank you for taking the matter seriously and dealing with the vengenful employee who obviously does not appreciate her position or how she reflects upon the company with her lack of respect and willingness to help and assit customers as is her job and what she is paid to do. I also would like to reiterate, how very helpful the last person I spoke to and she helped me and calmed me down even though at that point I was very upset from dealing with [redacted] and becuase of her I left the whole situation much better then I was after dealing with ***. This employee who helped me should be looked at for management or a [redacted] position as she very much has the proper temperment and respect for her customers even in the face of someone as upset and harsh as I was when I first got on the phone with her, she De-esclated the situation like a pro, and believe me, I know being retired [redacted] . She is to be commended and you can tell her I said so, and you guys are hurting Eastbay by not ultizing such talent you currently hold in your ranks. She is the same employee who gave me the 10 dollar gift coupon for the problem I had with ***. I believe the good as well as the bad should be noted . This employee mattered !Regards, [redacted] ***
March 30, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your latest correspondence and reviewed the information in Mr***’s account He has been in contact with several members of our Claims Department, including [redacted] , and she sent him an e-mail on 3/25/outlining his order/refund history, confirming no further refunds were due to him When Mr [redacted] called in yesterday, he spoke with [redacted] , [redacted] in our Claims Department, who confirmed with Mr [redacted] that he had actually been over-refunded for his various orders and that we would not be accepting any future orders from him When Mr [redacted] called in again earlier today, he was transferred to [redacted] ’s voice mail per requests she documented in his account notes As she confirmed to Mr [redacted] in her 3/25/e-mail, we do not owe him any further refunds and that our company does not issue $compensation gift cards for any reason and there is no documentation in his account that such an offer was made I have informed [redacted] of Mr***’s complaint information and request that she contact him at her earliest convenience to discuss his concerns again Thank you [redacted] Eastbay
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by Eastbay in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for your assistance in resolving this matter Regards, [redacted]
October 29, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , Due to the circumstances of this situation, we are more than happy to make sure that Ms [redacted] is not charged for her order Her correspondence to your office indicates that her bank has reversed the charge I have documented in her account that, when we receive the chargeback from her bank, we do not dispute it so the funds can be returned to her If Ms [redacted] has not disputed the charge with her bank and the charge hasn’t been reversed, we can certainly issue a full refund for the order Thank you [redacted] Eastbay
November 18, Revdex.com Attn: [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms [redacted] ’s account I contacted Ms [redacted] via e-mail earlier today to apologize for this incident and let her know we would be happy to match the $price on product # [redacted] I have created an account for her (customer # [redacted] ) and documented this information in her account notes I informed her that she can either contact me directly to place her order or contact our customer service department at her convenience I look forward to resolving this situation for her Thank you [redacted] Eastbay
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] We will return the defective shoes and we will receive a refund for the full purchase price, as well as a $gift card [redacted] stated they will be receiving more Nike Shox Deliver shoes in February, and I will be allowed to purchase another pair in the correct size (13) for the promotion price I had purchased them for on 12/1/14, and will be able to use the gift card for any purchase on Eastbay's websiteThis resolution is satisfactory to me Regards, [redacted] ***
January 8, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information Ms***’s account I contacted our operations department in regards to Ms***’s concerns about APO/FPO shipping for Eastbay orders and they were able to provide some clarification Prior to November of 2014, our APO/FPO packages were marked as Space Available Mail (SAM) but were put on Priority Mail planes and delivered in the same timeframe as Priority Mail at a lower cost This helped us keep our pricing down for APO customers In the second half of 2014, that provider experienced some issues with their service and in mid-November we opted to ship all APO/FPO packages Priority Mail This is the best service for the customer since our previous provider was unable to meet our standards I see in Ms***’s account that the two APO orders she placed with us since this change was made (placed 12/22/and 1/1/ respectively) were both shipped via USPS Priority Mail(See attached screenshot.) Also, a request was made on 1/5/to refund her shipping on both of those orders due to the inconvenience, and this refund should be fully processed by her bank within 5-business days of when it was requested I sincerely apologize for any inconvenience this matter has caused to Ms [redacted] and we certainly want to do all we can to make sure our APO/FPO customers are satisfied I am also sending a $gift card to her e-mail with our apologies for the multiple contacts she had to make to us regarding the shipping of her orders (This will be received within 3-business days.) If there is anything more I can do, I can be reached directly at [redacted] or ###-###-#### Thank you [redacted] Eastbay
November 19, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms***’s account I am very sorry to hear of the inconvenience she experienced on her recent order with Eastbay During the checkout process our website provides a link to the details of the shipping process, and I have attached this information We do have rush options that can leave the warehouse the same day they are placed (Business Day and Next Business Day) but 3-Business Day packages are not considered rush so do not receive priority handling in the warehouse Ms***’s order was placed on 11/and shipped the next business day, with the shipping days being 11/12, 11/13, 11/and 11/ I see in Ms***’s account that the supervisor she spoke with on 11/refunded her shipping costs, but more importantly, I sincerely apologize that she did not receive her order in time for her daughter’s cheer competition I will certainly make sure that her concerns about our website are forwarded to the appropriate personnel, as we want to make sure our customers have the necessary information to make educated decisions on shipping I understand it’s particularly important for athletes to have their equipment on time and this type of feedback helps us to make our website as user-friendly as possible for our customers so they are prepared for practices and competitions I am hopeful that Ms [redacted] does order from us again in the future, and we will happily give her free Next Business Day shipping on a future phone order (This information is documented in her account.) Thank you [redacted] Eastbay
January 20, Revdex.com Attn: [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Mr***’s account I spoke with a team leader in our Payment Verification Department regarding Mr***’s concerns, and he confirmed that several of the orders in this account did not pass our verification process and based on the specific results, they marked his account “Western Union Payment Only” The only way this decision could potentially be reversed is if Mr [redacted] establishes an order history using this prepaid payment method I apologize for any inconvenience but any orders placed with a credit card will be cancelled I see in his account that Mr [redacted] spoke with our PVD staff about this situation earlier today, but if he has additional questions he is welcome to contact t [redacted] at ###-###-#### Thank you [redacted] Eastbay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I corresponded with *** via e-mail as she stated and I informed her of when I would be available regarding these issues via telephone but to date I have not received a phone callAs far as my refund, a partial refund was processed and I have yet to receive my full payment even though they have received their rerouted packageI have called twice already regarding my refund and each time I am told there are no notes in the system and I am assured they will place a note in the system and process my refundOnce again, I am calling 29Decat 1:43pm regarding my refund and once again I am being told there are no notes regarding a refund, I was then placed on hold and told "oh it was processed on the 22Decand Paypal has it and I need to call them"When I asked to speak with the customer service representative's supervisor because she was unwilling to listen to my situation and was trying to over talk me she put me on hold while I was still talkingThe supervisor then gets on the line and tells me it was processed on the 23Decand its still being processedI am so tired and of getting this runaroundI just want what is said is going to be done to actually be doneIs that too much to ask?
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***
April
15,
*** *** ***
*** *** ***
*** ** *** ***
*** ** ***
RE:
Case #*** * *** ***
Dear ***,
I have received your correspondence and
reviewed the
information in Mr***’s account. I apologize
that the shoebox from his most recent order was not in new condition
We do understand that for some of our customers, the shoeboxes
of some products are collectable items and they expect to receive a brand new
box without any sign of distress or wear.
We do have special handling processes in place in our warehouse for
launch items so we can protect the shoeboxes as much as is feasible. However, at times the shipment we receive
from the manufacturer contains boxes that are not in brand new condition. We are more than happy to reimburse customers
if the product they received is not up to their standards, but the box is meant
to protect the shoes and we do not compensate for shoeboxes. Unfortunately we also do not receive extra
boxes from the manufacturer so we are not able to send a replacement
I see that Mr*** is a very good
customer of Eastbay and we appreciate his patronage. To that end, we would like to offer him free
Next Business Day shipping (a $value) on his next phone orderI have
included this information in his account notes and he can just mention it to
our staff when he calls in. Again, I apologize
for his inconvenience and I thank him for bringing the matter to our attention
Thank
you
***
*** *** ***
Eastbay
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I called UPS and they said "they do not have possession of that information" when asked which USPS has the packageI also looking up that tracking number and it said "order cannot be found"
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** *
April 14,
*** *** *** ** ***
*** *** ***
*** ** *** ***
*** ** ***
RE: Complaint ID #*** * *** ***
Dear ***,
I
received your correspondence and reviewed the information in Mr
***’s
accountI apologize for the poor experience he had with his recent order and I
would like to address his concerns
Typically
we do not fully process a customer’s payment until their order physically ships
from our warehouse. The only exception
is PayPal orders, as they require us to collect up-front for all items whether
they are in-stock or backordered. In the
event of a cancellation, we then transfer the credit to PayPal. We complete this transfer within 1-business
days, but it may take up to 1-weeks for the customer to see their refund
posted to their PayPal account
Mr
***’s account shows that his credit was transferred to PayPal earlier today,
so they should be in the process of applying it back to his account. Again, I am very sorry for any inconvenience
this situation may have caused
Thank you for your time
Sincerely,
***
*** *** ***
Eastbay
Revdex.com:I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is
unsatisfactory to me. The customer service representatives refused to
let me speak with a manager or supervisorI had to continuously call
Eastbay and state my claim to no availI believe the recipient of my
letter missed the pointIt’s not about receiving a pair of shoes
It’s the trickle-down effect that took place after the
customer placed his order along with the complete lack of morality
Not answering a simple email and taking it upon themselves to send me
a replacement item without my knowledge, was the start of their
destructive, deceptive, deceitful, negligenceUpon returning the items,
Eastbay could not confirm, nor deny which items they received from meEastbay
claimed they received some, but not all items, later claimed they received all
items, then made it ''clear'' to me that they refuted every pervious claim and
there were indeed missing items. Eastbay did insinuate I am not good at
math along with other numerous insinuations, when I was actually right from
start to finishThe errors were from their end and not from mineEastbay does
ignore the emails that I send, and they contradict statements made in their own
emailsThey claim they will respond to your email in day, or days or
days, but they have not lived up to their wordThey claimed that once they
receive the goods sent by myself, they would send an email with the refund
amount to my inboxThey claim, they claim... Unfortunately, Eastbay has not been held accountable
for their actions and they have failed to live up to their standards
and policiesAfter playing hide & seek (I was the seeker), phone tag
(I was the one making various calls), and cat & mouse (I was the cat), I
have received an amount that Eastbay previously owed meBeing
discriminated against and belittled, over funds that are rightfully yours is
something that should never ever happenTheir seemed to be other reasons
Eastbay put me through Hell, besides me wanting a refund. I am truly
heartbroken, and have lost all morale. There is no reason to address sending
a replacement item to a customer in a board meeting or
whatever about a replacement item you “intend” to discussIn
order to satisfy the imagination of your make-believe interpretation of this
issue, you want to make it seem as if sending a replacement item to an
unknowledgeable customer is the basis of the issue and the root of the cause
When in fact the claim form on the Revdex.com website was not easily accommodating to
a malpractice as complicated and sophisticated as the one masterminded by
Eastbay and experienced by myself. Again, it is the lack of communication,
ignoring the customer, ignoring emails, phone calls, online chats, and the
general concerns the customer hasAs well as,
sending falsified statements via email to the inbox of your
customer. The mistreatment of your customer, when he made every effort to
address the situation properly, is saddeningDiscriminating against your
customer and misleading him, is sickening and might as well be illegal. Revdex.com should really look further into the business
practices of EastbayRevdex.com needs to investigate this furtherThese types of
situations are avoidable and beyond unprofessional, time consuming, and
frighteningI was refunded the amount that was owed to me based on the items
I purchasedI was not, however; refunded for my time, and for
the intimidation on behalf of EastbayI wasn't refunded
for being bullied and treated as a thiefI wasn’t refunded for
being putdown and made to feel inferiorI wasn’t refunded for
being discriminated againstThis was a really frightening experienceTo make
matters worse, a refund is just a sincere apologyEastbay failed to
acknowledge and admit their faultsIt's very, very, very, saddeningEastbay
made me feel less-than-human from the experience they purposefully put me
through Regards, ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The details are not correct....I never requested refunds on the orders placed after the order in question so I have no idea what she is talking aboutI did request a refund for the shipping on the order that they charged priority shipping for and sent SAMI only contacted them multiple times because they ignored the first email and talked about a completely different orderShe apparently missed that point in the complaintI guess Eastbay thinks a $gift card is going to fix the fact that the company lies to their customers. She says prior to November boxes were stamped SAM and placed on priority planes, but my package took weeks so I don't think that's an accurate statement. This is not the first time I have had packages take 6-weeks get to me when I was charged priority shippingI hope she is right when she says they have changed their method of shippingI only continue to shop with eastbay because there are some things I can only get there
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Their people agreed the order was canceled and the reversed the charge, I will contact the collections agency as suggested, but I do not find that a satisfactory answer.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 I would like to just return the bat for a refund as I have already purchased another batThank You Regards, [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. Also I would like to thank you for taking the matter seriously and dealing with the vengenful employee who obviously does not appreciate her position or how she reflects upon the company with her lack of respect and willingness to help and assit customers as is her job and what she is paid to do. I also would like to reiterate, how very helpful the last person I spoke to and she helped me and calmed me down even though at that point I was very upset from dealing with [redacted] and becuase of her I left the whole situation much better then I was after dealing with ***. This employee who helped me should be looked at for management or a [redacted] position as she very much has the proper temperment and respect for her customers even in the face of someone as upset and harsh as I was when I first got on the phone with her, she De-esclated the situation like a pro, and believe me, I know being retired [redacted] . She is to be commended and you can tell her I said so, and you guys are hurting Eastbay by not ultizing such talent you currently hold in your ranks. She is the same employee who gave me the 10 dollar gift coupon for the problem I had with ***. I believe the good as well as the bad should be noted . This employee mattered !Regards, [redacted] ***
March 30, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your latest correspondence and reviewed the information in Mr***’s account He has been in contact with several members of our Claims Department, including [redacted] , and she sent him an e-mail on 3/25/outlining his order/refund history, confirming no further refunds were due to him When Mr [redacted] called in yesterday, he spoke with [redacted] , [redacted] in our Claims Department, who confirmed with Mr [redacted] that he had actually been over-refunded for his various orders and that we would not be accepting any future orders from him When Mr [redacted] called in again earlier today, he was transferred to [redacted] ’s voice mail per requests she documented in his account notes As she confirmed to Mr [redacted] in her 3/25/e-mail, we do not owe him any further refunds and that our company does not issue $compensation gift cards for any reason and there is no documentation in his account that such an offer was made I have informed [redacted] of Mr***’s complaint information and request that she contact him at her earliest convenience to discuss his concerns again Thank you [redacted] Eastbay
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by Eastbay in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for your assistance in resolving this matter Regards, [redacted]
October 29, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , Due to the circumstances of this situation, we are more than happy to make sure that Ms [redacted] is not charged for her order Her correspondence to your office indicates that her bank has reversed the charge I have documented in her account that, when we receive the chargeback from her bank, we do not dispute it so the funds can be returned to her If Ms [redacted] has not disputed the charge with her bank and the charge hasn’t been reversed, we can certainly issue a full refund for the order Thank you [redacted] Eastbay
November 18, Revdex.com Attn: [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms [redacted] ’s account I contacted Ms [redacted] via e-mail earlier today to apologize for this incident and let her know we would be happy to match the $price on product # [redacted] I have created an account for her (customer # [redacted] ) and documented this information in her account notes I informed her that she can either contact me directly to place her order or contact our customer service department at her convenience I look forward to resolving this situation for her Thank you [redacted] Eastbay
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] We will return the defective shoes and we will receive a refund for the full purchase price, as well as a $gift card [redacted] stated they will be receiving more Nike Shox Deliver shoes in February, and I will be allowed to purchase another pair in the correct size (13) for the promotion price I had purchased them for on 12/1/14, and will be able to use the gift card for any purchase on Eastbay's websiteThis resolution is satisfactory to me Regards, [redacted] ***
January 8, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information Ms***’s account I contacted our operations department in regards to Ms***’s concerns about APO/FPO shipping for Eastbay orders and they were able to provide some clarification Prior to November of 2014, our APO/FPO packages were marked as Space Available Mail (SAM) but were put on Priority Mail planes and delivered in the same timeframe as Priority Mail at a lower cost This helped us keep our pricing down for APO customers In the second half of 2014, that provider experienced some issues with their service and in mid-November we opted to ship all APO/FPO packages Priority Mail This is the best service for the customer since our previous provider was unable to meet our standards I see in Ms***’s account that the two APO orders she placed with us since this change was made (placed 12/22/and 1/1/ respectively) were both shipped via USPS Priority Mail(See attached screenshot.) Also, a request was made on 1/5/to refund her shipping on both of those orders due to the inconvenience, and this refund should be fully processed by her bank within 5-business days of when it was requested I sincerely apologize for any inconvenience this matter has caused to Ms [redacted] and we certainly want to do all we can to make sure our APO/FPO customers are satisfied I am also sending a $gift card to her e-mail with our apologies for the multiple contacts she had to make to us regarding the shipping of her orders (This will be received within 3-business days.) If there is anything more I can do, I can be reached directly at [redacted] or ###-###-#### Thank you [redacted] Eastbay
November 19, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms***’s account I am very sorry to hear of the inconvenience she experienced on her recent order with Eastbay During the checkout process our website provides a link to the details of the shipping process, and I have attached this information We do have rush options that can leave the warehouse the same day they are placed (Business Day and Next Business Day) but 3-Business Day packages are not considered rush so do not receive priority handling in the warehouse Ms***’s order was placed on 11/and shipped the next business day, with the shipping days being 11/12, 11/13, 11/and 11/ I see in Ms***’s account that the supervisor she spoke with on 11/refunded her shipping costs, but more importantly, I sincerely apologize that she did not receive her order in time for her daughter’s cheer competition I will certainly make sure that her concerns about our website are forwarded to the appropriate personnel, as we want to make sure our customers have the necessary information to make educated decisions on shipping I understand it’s particularly important for athletes to have their equipment on time and this type of feedback helps us to make our website as user-friendly as possible for our customers so they are prepared for practices and competitions I am hopeful that Ms [redacted] does order from us again in the future, and we will happily give her free Next Business Day shipping on a future phone order (This information is documented in her account.) Thank you [redacted] Eastbay
January 20, Revdex.com Attn: [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Mr***’s account I spoke with a team leader in our Payment Verification Department regarding Mr***’s concerns, and he confirmed that several of the orders in this account did not pass our verification process and based on the specific results, they marked his account “Western Union Payment Only” The only way this decision could potentially be reversed is if Mr [redacted] establishes an order history using this prepaid payment method I apologize for any inconvenience but any orders placed with a credit card will be cancelled I see in his account that Mr [redacted] spoke with our PVD staff about this situation earlier today, but if he has additional questions he is welcome to contact t [redacted] at ###-###-#### Thank you [redacted] Eastbay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I corresponded with *** via e-mail as she stated and I informed her of when I would be available regarding these issues via telephone but to date I have not received a phone callAs far as my refund, a partial refund was processed and I have yet to receive my full payment even though they have received their rerouted packageI have called twice already regarding my refund and each time I am told there are no notes in the system and I am assured they will place a note in the system and process my refundOnce again, I am calling 29Decat 1:43pm regarding my refund and once again I am being told there are no notes regarding a refund, I was then placed on hold and told "oh it was processed on the 22Decand Paypal has it and I need to call them"When I asked to speak with the customer service representative's supervisor because she was unwilling to listen to my situation and was trying to over talk me she put me on hold while I was still talkingThe supervisor then gets on the line and tells me it was processed on the 23Decand its still being processedI am so tired and of getting this runaroundI just want what is said is going to be done to actually be doneIs that too much to ask?
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***
April
15,
*** *** ***
*** *** ***
*** ** *** ***
*** ** ***
RE:
Case #*** * *** ***
Dear ***,
I have received your correspondence and
reviewed the
information in Mr***’s account. I apologize
that the shoebox from his most recent order was not in new condition
We do understand that for some of our customers, the shoeboxes
of some products are collectable items and they expect to receive a brand new
box without any sign of distress or wear.
We do have special handling processes in place in our warehouse for
launch items so we can protect the shoeboxes as much as is feasible. However, at times the shipment we receive
from the manufacturer contains boxes that are not in brand new condition. We are more than happy to reimburse customers
if the product they received is not up to their standards, but the box is meant
to protect the shoes and we do not compensate for shoeboxes. Unfortunately we also do not receive extra
boxes from the manufacturer so we are not able to send a replacement
I see that Mr*** is a very good
customer of Eastbay and we appreciate his patronage. To that end, we would like to offer him free
Next Business Day shipping (a $value) on his next phone orderI have
included this information in his account notes and he can just mention it to
our staff when he calls in. Again, I apologize
for his inconvenience and I thank him for bringing the matter to our attention
Thank
you
***
*** *** ***
Eastbay
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I called UPS and they said "they do not have possession of that information" when asked which USPS has the packageI also looking up that tracking number and it said "order cannot be found"
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** *
April 14,
*** *** *** ** ***
*** *** ***
*** ** *** ***
*** ** ***
RE: Complaint ID #*** * *** ***
Dear ***,
I
received your correspondence and reviewed the information in Mr
***’s
accountI apologize for the poor experience he had with his recent order and I
would like to address his concerns
Typically
we do not fully process a customer’s payment until their order physically ships
from our warehouse. The only exception
is PayPal orders, as they require us to collect up-front for all items whether
they are in-stock or backordered. In the
event of a cancellation, we then transfer the credit to PayPal. We complete this transfer within 1-business
days, but it may take up to 1-weeks for the customer to see their refund
posted to their PayPal account
Mr
***’s account shows that his credit was transferred to PayPal earlier today,
so they should be in the process of applying it back to his account. Again, I am very sorry for any inconvenience
this situation may have caused
Thank you for your time
Sincerely,
***
*** *** ***
Eastbay
Revdex.com:I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is
unsatisfactory to me. The customer service representatives refused to
let me speak with a manager or supervisorI had to continuously call
Eastbay and state my claim to no availI believe the recipient of my
letter missed the pointIt’s not about receiving a pair of shoes
It’s the trickle-down effect that took place after the
customer placed his order along with the complete lack of morality
Not answering a simple email and taking it upon themselves to send me
a replacement item without my knowledge, was the start of their
destructive, deceptive, deceitful, negligenceUpon returning the items,
Eastbay could not confirm, nor deny which items they received from meEastbay
claimed they received some, but not all items, later claimed they received all
items, then made it ''clear'' to me that they refuted every pervious claim and
there were indeed missing items. Eastbay did insinuate I am not good at
math along with other numerous insinuations, when I was actually right from
start to finishThe errors were from their end and not from mineEastbay does
ignore the emails that I send, and they contradict statements made in their own
emailsThey claim they will respond to your email in day, or days or
days, but they have not lived up to their wordThey claimed that once they
receive the goods sent by myself, they would send an email with the refund
amount to my inboxThey claim, they claim... Unfortunately, Eastbay has not been held accountable
for their actions and they have failed to live up to their standards
and policiesAfter playing hide & seek (I was the seeker), phone tag
(I was the one making various calls), and cat & mouse (I was the cat), I
have received an amount that Eastbay previously owed meBeing
discriminated against and belittled, over funds that are rightfully yours is
something that should never ever happenTheir seemed to be other reasons
Eastbay put me through Hell, besides me wanting a refund. I am truly
heartbroken, and have lost all morale. There is no reason to address sending
a replacement item to a customer in a board meeting or
whatever about a replacement item you “intend” to discussIn
order to satisfy the imagination of your make-believe interpretation of this
issue, you want to make it seem as if sending a replacement item to an
unknowledgeable customer is the basis of the issue and the root of the cause
When in fact the claim form on the Revdex.com website was not easily accommodating to
a malpractice as complicated and sophisticated as the one masterminded by
Eastbay and experienced by myself. Again, it is the lack of communication,
ignoring the customer, ignoring emails, phone calls, online chats, and the
general concerns the customer hasAs well as,
sending falsified statements via email to the inbox of your
customer. The mistreatment of your customer, when he made every effort to
address the situation properly, is saddeningDiscriminating against your
customer and misleading him, is sickening and might as well be illegal. Revdex.com should really look further into the business
practices of EastbayRevdex.com needs to investigate this furtherThese types of
situations are avoidable and beyond unprofessional, time consuming, and
frighteningI was refunded the amount that was owed to me based on the items
I purchasedI was not, however; refunded for my time, and for
the intimidation on behalf of EastbayI wasn't refunded
for being bullied and treated as a thiefI wasn’t refunded for
being putdown and made to feel inferiorI wasn’t refunded for
being discriminated againstThis was a really frightening experienceTo make
matters worse, a refund is just a sincere apologyEastbay failed to
acknowledge and admit their faultsIt's very, very, very, saddeningEastbay
made me feel less-than-human from the experience they purposefully put me
through Regards, ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The details are not correct....I never requested refunds on the orders placed after the order in question so I have no idea what she is talking aboutI did request a refund for the shipping on the order that they charged priority shipping for and sent SAMI only contacted them multiple times because they ignored the first email and talked about a completely different orderShe apparently missed that point in the complaintI guess Eastbay thinks a $gift card is going to fix the fact that the company lies to their customers. She says prior to November boxes were stamped SAM and placed on priority planes, but my package took weeks so I don't think that's an accurate statement. This is not the first time I have had packages take 6-weeks get to me when I was charged priority shippingI hope she is right when she says they have changed their method of shippingI only continue to shop with eastbay because there are some things I can only get there
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Their people agreed the order was canceled and the reversed the charge, I will contact the collections agency as suggested, but I do not find that a satisfactory answer.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***