April 14, 2015
[redacted]
RE: Complaint ID #[redacted] – [redacted]
Dear [redacted],
I
received Mr. [redacted]’s additional concerns and I have looked further into his
account. Prior to his account being
closed by our payment verification department, he received over $600 in free
shipping and over $50 in product discounts related to his loyalty club membership
since June 2014. As the benefits he has
received far outweigh the original $40 he paid for the membership, that fee
will not be reimbursed. In regards to
the cancellation, the Terms and Conditions Mr. [redacted] agreed to at the time he
joined the loyalty club state the following:
We
may, at our discretion, cancel, modify, or restrict the Eastbay Loyalty Club at
any time without prior notice. Eastbay has the right, in its sole discretion,
to modify, add or delete any of the Loyalty Club terms, conditions or benefits,
in whole or in part, at any time, with or without notice, even though such
changes may reduce (or increase) the value of a Member's benefit, except where
prohibited by law. Continued use of your Membership in the Eastbay Loyalty Club
constitutes acceptance of any modifications, additions or deletions.
Thank you for your time.
Sincerely,
[redacted]
[redacted]
Eastbay
March 10, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], The order Ms. [redacted] is referring to was actually placed under the name of [redacted]. The order was placed...
2/26/17. Upon going through the checkout process on our web site, the shipping name and address is entered and also available for review prior to submitting the order. Once an order has started processing, we are unable to modify or cancel the order. Therefore, when Ms. [redacted] contacted us requesting to change the shipping address or cancel the order, we were unable to and informed her of our policy on modifying orders. The order was processed, shipped, and delivered to the address requested. There was no error made on our part upon processing or shipping the order. We are unable to retrieve an order that was delivered to the address requested. Ms. [redacted] has contacted us numerous times and has been provided with all details regarding her order. Thank you for your time. [redacted] Eastbay Customer Service
[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 ONLY if I NEVER am contacted by mail, email, phone, smoke signal, drone or any other means Eastbay has available to them. There is NO EXCUSE I've had to deal with this issue for almost 6 years.
Regards,
Gary [redacted]
August 11, 2015 [redacted] RE: Case #[redacted] – [redacted] Dear [redacted],Per Ms. [redacted]’s account, we had not yet processed her return when I last responded on 8/10 so the return was not showing in her account. The tracking attachment that she sent appears to be for the SmartLabel, which was the label included with her original package. As she had contacted us numerous times requesting a replacement label, it appeared to us that she no longer had the original return label. I apologize that this was not the case.Ms. [redacted]’s account shows that her return was processed today and a credit applied to her credit card in the amount of $89.29. She should allow 3-5 business days for her card issuer to process this refund. Thank you, [redacted]Eastbay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
You are simply blind and don't know how to use the Revdex.com website. Email has attachment on it.Your lack of caring is just simply unacceptable.Please go back and open again the message and there are 2 attachments there.
Regards,
[redacted]
September 10, 2015Revdex.comAttn: [redacted] RE: Complaint #[redacted] – [redacted] Dear [redacted],I received your correspondence and reviewed the information in Ms. [redacted]’ account. I sincerely apologize for the...
inconvenience she has experienced on her recent Eastbay order.In regards to the delivery investigations in this account, it does appear that the initial investigation was done on order #[redacted], which UPS confirmed was delivered on 8/26/15. A refund was issued back to the original credit card for that order.The investigation on order #[redacted] was initiated on 8/30/15 and we are currently working with UPS to determine the circumstances of that delivery, as they confirmed that it was successfully delivered on 8/24/15. We cannot determine the next steps until that investigation is completed, as it determines whether a refund will be issued. Investigations take up to 10 business days and the 10th day is 9/14/15 (delayed for one day due to the Labor Day holiday.)In regards to the refund that was processed for order #[redacted], we have made several attempts to contact the individual at the shipping address to discuss the shipment, but the phone is hung up immediately when we identify ourselves. We will continue to look into this situation to determine whether the refund was due or if the recipient did receive the package and the refund should be reversed.Again, I am very sorry for any conflicting information Ms. [redacted] may have received and that the initial investigation was completed on the wrong package. If UPS does confirm that order #[redacted] was not delivered, we would be happy to upgrade the shipping on a replacement order. I have documented this information in her account.Thank you for your time.[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], and find that this resolution is satisfactory to me.
Regards,
[redacted]
i don't care about how did you handle the probelm in the future, in the future I will check every package's weight since you shipped the package of the order,if I found that the package of the weight was too absurdly,I will contact the customer service to recall the package, so you can know how did the problem happen. i insist that the problem was happened in your warehouse,you should start a claim in your warehouse.
[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.
Regards,
[redacted]
August 18, 2015[redacted]
[redacted]
[redacted]
[redacted] RE: Case #[redacted] – [redacted] Dear [redacted],I have received your correspondence and reviewed the information in Mr. [redacted]’s account. UPS previously advised us that they...
closed the delivery investigation on Mr. [redacted]’sorder because his voicemail inbox was full and they were unable to leave him any messages. We were able to successfully complete the investigation and today we entered a refund of $197.98 for the package. Mr. [redacted] should allow 5-7 business days for his refund to be processed and his bank to post it back to his account. Thank you,[redacted]Eastbay
September 23, 2015Revdex.comAttn: [redacted]
[redacted]
[redacted]RE: Complaint #[redacted] – [redacted]Dear [redacted],I received your most recent correspondence and reviewed the current information in Ms. [redacted]’ account. The delivery investigation on invoice #[redacted] has been completed and UPS has confirmed that the package was successfully delivered to the recipient on 8/24 as stated in the package tracking.To resolve this issue, I have issued a refund of $226.78 back to Ms. [redacted]’ credit card, which her bank should fully post to her account within 5-7 business days. Any future filed claims of non-receipt of orders under this account or to this shipping address will be investigated with the shipper and we cannot guarantee that refunds will be issued if the shipper confirms delivery.Thank you for your time.[redacted]
May 29, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed Mr. [redacted]’s concerns. All of our Canadian tax and shipping policies are...
available on the www.eastbay.com website under Canadian Shipping. I have attached this information for Mr. [redacted] to help explain the “tax” and “shipping” line items on his recent order. Thank you for your time. [redacted] B. Customer Care Supervisor 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], and find that this resolution is satisfactory to me.
Regards,
[redacted]
May 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s account information. All orders are subject to payment verification and authorization...
prior to being processed to ship. The verification system used for credit card orders is automated and did not approve this order; therefore, it was cancelled by our Payment Verification Department. We are not provided with the exact reason as to why the credit card was not accepted. Mr. [redacted]’s credit card has not been charged. The requested funds will drop within 3-5 business days from the date of cancellation. If the funds are not released, he may call our Payment Verification Department at 1.800.991.6828 and they will request a drop authorization. Thank you for your time. [redacted] Eastbay Customer Service
October 13, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s additional comments. I apologize for any misunderstanding regarding our Return Policy. Our Return Policy, as featured on our web site, states: Eastbay wants you to be 100% satisfied with your purchase, and our return and exchange policies help to ensure just that. If you receive an item that doesn't fit, we'll carry out our Eastbay Fit Promise: Return the incorrectly sized item before 90 days from the shipment to you, and we'll cover the return shipping to get you the size you need. If you receive an incorrect or defective item, we'll make it right and take care of the shipping: Return incorrect, flawed, or damaged items before 90 days from their shipment to you, and we'll cover the return shipping to get the product you wanted in your hands. Eastbay Platinum MemberSHIP– Enjoy free return shipping using the SmartLabel on your invoice! If you want to return an item for a different reason, we've got you covered: Returns processed prior to 90 days from shipment to you are refunded in the form of the payment used on the original order or, if you request, as a Gift Card. They'll include product and tax amount only. For credit card refunds, allow 1-2 billing cycles for the credit to appear on your statements. Returns received more than 90 days after date of shipment will not be accepted and will be returned to sender. Please Note: Please enclose a copy of the original invoice or packing slip. Returns that do not include a copy of the original invoice or packing slip will not be accepted and will be returned to sender. If you're the recipient of a gift and want to return or exchange an item, please provide your full name, shipping address, and email address (if available). Exchanges processed prior to 90 days are subject to availability. If the item you requested for an exchange is no longer available, a refund will be processed, as explained above. Return/exchange merchandise must be unworn and in new condition with original tags. Mr. [redacted]’s shoes were inspected by our Returns Department and were not acceptable as they were worn and dirty. Shoes may be tried on inside on a clean surface to determine whether they are the correct size and fit; however if shoes are worn, they will not be acceptable as a return. Thank you for your time. [redacted] Eastbay Customer Service
March 15, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I received your correspondence and reviewed the information in Mr. [redacted]’s account. I’m very sorry that he had to wait...
so long to speak with our representatives when he called in. We are experiencing very high call volume and strive to answer all customer concerns as quickly as possible while still providing the level of service for their needs. When Mr. [redacted] contacted us on 3/8 regarding the package he stated he did not receive, customer care advised that, since the shipper confirmed the package was successfully delivered, a delivery investigation had to be completed before we would be able to service him with a refund or a new order. This is the same process we followed with Mr. [redacted] in September 2015 on his last order which the shipper also confirmed was delivered and Mr. [redacted] stated he did not receive. I responded to Mr. [redacted]’s Revdex.com complaint at that time and informed him that the investigation allows us to work with the shipper to determine the circumstances of delivery and make every attempt to locate the package. When his latest investigation is completed, Mr. [redacted] will be contacted with the results. If he has questions about the status of his complaint in the meantime, he is welcome to contact our Claims Department at ###-###-####, as they are handling his account. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer Ireviewed appear below. Foot locker/Eat bay should honor the price to the customer/consumer as prices listed is how merchandise is purchased. To placate a customer with $15 certificate is a slap in the face for not honoring good business practice. The certificate was offered for the dissatisfying visit to the store, not as resolution to the issue. Foot locker should honor the prices they have marked on items. If their employees mismark items, it should be honored and steps should be taken not for it to happen again. However; to blatantly not honor prices they set forth is not good business practice from the leading foot wear store. I await your response. I respectfully decline your offer and my resolution is to purchase the item as marked.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
March 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s account information. Our Payment Verification Service was unable to verify some or all...
of the information provided with the orders. Therefore, the orders have been cancelled. Ms. [redacted]’s credit card has not been charged; therefore, no refund is due and the orders will not be shipped without an authorized payment. As stated on our web site: “Eastbay reserves the right to hold credit card orders for complete bank verification. When you place an order, an authorization is obtained from your bank. The authorization places a temporary hold on the funds. Please note, these funds have not been deducted but are being held within your account to ensure the order can be processed. This hold typically lasts from 3-7 days, depending on the policy of your bank.” Since the orders were cancelled, the credit card has not been charged. If the held funds are not released within 7 days, Ms. [redacted] may contact our Payment Verification Department at ###-###-#### and a drop authorization will be sent to her bank. I have also emailed Ms. [redacted] to explain the cancellation procedure. Thank you for your time. [redacted] Eastbay Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] There is nothing more for Eastbay to do. I have accepted that it will not be resolved. Their response was not truthful. There was not two orders, only one, and their information provided contradicts information given from their customer service representatives. It is also unacceptable for them to charge for 3-4 days shipping but take 4-5 days themselves to ship, making it 7-10 before delivery. They need to clearly state that it will take them up to a week to ship orders.
Regards,
[redacted]
January 18, 2017 Revdex.com of Wisconsin Attn: Stacy [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear Stacy, I apologize for the delay in responding as I did not receive the previous notification. I have...
reviewed the information in Mr. [redacted]’ account. Mr. [redacted]’ order was delivered via UPS on 12/15/16 and signed for by “Harden”. We are sorry to hear that Mr. [redacted] did not receive the package. Per Mr. [redacted]’ previous contact with us, a PayPal refund of $248.21 was denied by PayPal due to his dispute with the original PayPal charge. I have emailed Mr. [redacted] to inform him that once he has dropped the dispute with PayPal, he may then contact our Operational Support Department at 1.800.991.6759 to request the PayPal refund. Thank you for your time. Jane [redacted] Eastbay Customer Service
April 14, 2015
[redacted]
RE: Complaint ID #[redacted] – [redacted]
Dear [redacted],
I
received Mr. [redacted]’s additional concerns and I have looked further into his
account. Prior to his account being
closed by our payment verification department, he received over $600 in free
shipping and over $50 in product discounts related to his loyalty club membership
since June 2014. As the benefits he has
received far outweigh the original $40 he paid for the membership, that fee
will not be reimbursed. In regards to
the cancellation, the Terms and Conditions Mr. [redacted] agreed to at the time he
joined the loyalty club state the following:
We
may, at our discretion, cancel, modify, or restrict the Eastbay Loyalty Club at
any time without prior notice. Eastbay has the right, in its sole discretion,
to modify, add or delete any of the Loyalty Club terms, conditions or benefits,
in whole or in part, at any time, with or without notice, even though such
changes may reduce (or increase) the value of a Member's benefit, except where
prohibited by law. Continued use of your Membership in the Eastbay Loyalty Club
constitutes acceptance of any modifications, additions or deletions.
Thank you for your time.
Sincerely,
[redacted]
[redacted]
Eastbay
March 10, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], The order Ms. [redacted] is referring to was actually placed under the name of [redacted]. The order was placed...
2/26/17. Upon going through the checkout process on our web site, the shipping name and address is entered and also available for review prior to submitting the order. Once an order has started processing, we are unable to modify or cancel the order. Therefore, when Ms. [redacted] contacted us requesting to change the shipping address or cancel the order, we were unable to and informed her of our policy on modifying orders. The order was processed, shipped, and delivered to the address requested. There was no error made on our part upon processing or shipping the order. We are unable to retrieve an order that was delivered to the address requested. Ms. [redacted] has contacted us numerous times and has been provided with all details regarding her order. Thank you for your time. [redacted] Eastbay Customer Service
[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 ONLY if I NEVER am contacted by mail, email, phone, smoke signal, drone or any other means Eastbay has available to them. There is NO EXCUSE I've had to deal with this issue for almost 6 years.
Regards,
Gary [redacted]
August 11, 2015 [redacted] RE: Case #[redacted] – [redacted] Dear [redacted],Per Ms. [redacted]’s account, we had not yet processed her return when I last responded on 8/10 so the return was not showing in her account. The tracking attachment that she sent appears to be for the SmartLabel, which was the label included with her original package. As she had contacted us numerous times requesting a replacement label, it appeared to us that she no longer had the original return label. I apologize that this was not the case.Ms. [redacted]’s account shows that her return was processed today and a credit applied to her credit card in the amount of $89.29. She should allow 3-5 business days for her card issuer to process this refund. Thank you, [redacted]Eastbay
I accept the response from the retailer and accept their offer of a $5 discount. Please contact the business to have this applied to my order.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
You are simply blind and don't know how to use the Revdex.com website. Email has attachment on it.Your lack of caring is just simply unacceptable.Please go back and open again the message and there are 2 attachments there.
Regards,
[redacted]
September 10, 2015Revdex.comAttn: [redacted] RE: Complaint #[redacted] – [redacted] Dear [redacted],I received your correspondence and reviewed the information in Ms. [redacted]’ account. I sincerely apologize for the...
inconvenience she has experienced on her recent Eastbay order.In regards to the delivery investigations in this account, it does appear that the initial investigation was done on order #[redacted], which UPS confirmed was delivered on 8/26/15. A refund was issued back to the original credit card for that order.The investigation on order #[redacted] was initiated on 8/30/15 and we are currently working with UPS to determine the circumstances of that delivery, as they confirmed that it was successfully delivered on 8/24/15. We cannot determine the next steps until that investigation is completed, as it determines whether a refund will be issued. Investigations take up to 10 business days and the 10th day is 9/14/15 (delayed for one day due to the Labor Day holiday.)In regards to the refund that was processed for order #[redacted], we have made several attempts to contact the individual at the shipping address to discuss the shipment, but the phone is hung up immediately when we identify ourselves. We will continue to look into this situation to determine whether the refund was due or if the recipient did receive the package and the refund should be reversed.Again, I am very sorry for any conflicting information Ms. [redacted] may have received and that the initial investigation was completed on the wrong package. If UPS does confirm that order #[redacted] was not delivered, we would be happy to upgrade the shipping on a replacement order. I have documented this information in her account.Thank you for your time.[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], and find that this resolution is satisfactory to me.
Regards,
[redacted]
i don't care about how did you handle the probelm in the future, in the future I will check every package's weight since you shipped the package of the order,if I found that the package of the weight was too absurdly,I will contact the customer service to recall the package, so you can know how did the problem happen. i insist that the problem was happened in your warehouse,you should start a claim in your warehouse.
[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.
Regards,
[redacted]
August 18, 2015[redacted]
[redacted]
[redacted]
[redacted] RE: Case #[redacted] – [redacted] Dear [redacted],I have received your correspondence and reviewed the information in Mr. [redacted]’s account. UPS previously advised us that they...
closed the delivery investigation on Mr. [redacted]’sorder because his voicemail inbox was full and they were unable to leave him any messages. We were able to successfully complete the investigation and today we entered a refund of $197.98 for the package. Mr. [redacted] should allow 5-7 business days for his refund to be processed and his bank to post it back to his account. Thank you,[redacted]Eastbay
September 23, 2015Revdex.comAttn: [redacted]
[redacted]
[redacted]RE: Complaint #[redacted] – [redacted]Dear [redacted],I received your most recent correspondence and reviewed the current information in Ms. [redacted]’ account. The delivery investigation on invoice #[redacted] has been completed and UPS has confirmed that the package was successfully delivered to the recipient on 8/24 as stated in the package tracking.To resolve this issue, I have issued a refund of $226.78 back to Ms. [redacted]’ credit card, which her bank should fully post to her account within 5-7 business days. Any future filed claims of non-receipt of orders under this account or to this shipping address will be investigated with the shipper and we cannot guarantee that refunds will be issued if the shipper confirms delivery.Thank you for your time.[redacted]
May 29, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed Mr. [redacted]’s concerns. All of our Canadian tax and shipping policies are...
available on the www.eastbay.com website under Canadian Shipping. I have attached this information for Mr. [redacted] to help explain the “tax” and “shipping” line items on his recent order. Thank you for your time. [redacted] B. Customer Care Supervisor 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], and find that this resolution is satisfactory to me.
Regards,
[redacted]
May 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s account information. All orders are subject to payment verification and authorization...
prior to being processed to ship. The verification system used for credit card orders is automated and did not approve this order; therefore, it was cancelled by our Payment Verification Department. We are not provided with the exact reason as to why the credit card was not accepted. Mr. [redacted]’s credit card has not been charged. The requested funds will drop within 3-5 business days from the date of cancellation. If the funds are not released, he may call our Payment Verification Department at 1.800.991.6828 and they will request a drop authorization. Thank you for your time. [redacted] Eastbay Customer Service
October 13, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s additional comments. I apologize for any misunderstanding regarding our Return Policy. Our Return Policy, as featured on our web site, states: Eastbay wants you to be 100% satisfied with your purchase, and our return and exchange policies help to ensure just that. If you receive an item that doesn't fit, we'll carry out our Eastbay Fit Promise: Return the incorrectly sized item before 90 days from the shipment to you, and we'll cover the return shipping to get you the size you need. If you receive an incorrect or defective item, we'll make it right and take care of the shipping: Return incorrect, flawed, or damaged items before 90 days from their shipment to you, and we'll cover the return shipping to get the product you wanted in your hands. Eastbay Platinum MemberSHIP– Enjoy free return shipping using the SmartLabel on your invoice! If you want to return an item for a different reason, we've got you covered: Returns processed prior to 90 days from shipment to you are refunded in the form of the payment used on the original order or, if you request, as a Gift Card. They'll include product and tax amount only. For credit card refunds, allow 1-2 billing cycles for the credit to appear on your statements. Returns received more than 90 days after date of shipment will not be accepted and will be returned to sender. Please Note: Please enclose a copy of the original invoice or packing slip. Returns that do not include a copy of the original invoice or packing slip will not be accepted and will be returned to sender. If you're the recipient of a gift and want to return or exchange an item, please provide your full name, shipping address, and email address (if available). Exchanges processed prior to 90 days are subject to availability. If the item you requested for an exchange is no longer available, a refund will be processed, as explained above. Return/exchange merchandise must be unworn and in new condition with original tags. Mr. [redacted]’s shoes were inspected by our Returns Department and were not acceptable as they were worn and dirty. Shoes may be tried on inside on a clean surface to determine whether they are the correct size and fit; however if shoes are worn, they will not be acceptable as a return. Thank you for your time. [redacted] Eastbay Customer Service
March 15, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I received your correspondence and reviewed the information in Mr. [redacted]’s account. I’m very sorry that he had to wait...
so long to speak with our representatives when he called in. We are experiencing very high call volume and strive to answer all customer concerns as quickly as possible while still providing the level of service for their needs. When Mr. [redacted] contacted us on 3/8 regarding the package he stated he did not receive, customer care advised that, since the shipper confirmed the package was successfully delivered, a delivery investigation had to be completed before we would be able to service him with a refund or a new order. This is the same process we followed with Mr. [redacted] in September 2015 on his last order which the shipper also confirmed was delivered and Mr. [redacted] stated he did not receive. I responded to Mr. [redacted]’s Revdex.com complaint at that time and informed him that the investigation allows us to work with the shipper to determine the circumstances of delivery and make every attempt to locate the package. When his latest investigation is completed, Mr. [redacted] will be contacted with the results. If he has questions about the status of his complaint in the meantime, he is welcome to contact our Claims Department at ###-###-####, as they are handling his account. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer Ireviewed appear below. Foot locker/Eat bay should honor the price to the customer/consumer as prices listed is how merchandise is purchased. To placate a customer with $15 certificate is a slap in the face for not honoring good business practice. The certificate was offered for the dissatisfying visit to the store, not as resolution to the issue. Foot locker should honor the prices they have marked on items. If their employees mismark items, it should be honored and steps should be taken not for it to happen again. However; to blatantly not honor prices they set forth is not good business practice from the leading foot wear store. I await your response. I respectfully decline your offer and my resolution is to purchase the item as marked.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
March 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s account information. Our Payment Verification Service was unable to verify some or all...
of the information provided with the orders. Therefore, the orders have been cancelled. Ms. [redacted]’s credit card has not been charged; therefore, no refund is due and the orders will not be shipped without an authorized payment. As stated on our web site: “Eastbay reserves the right to hold credit card orders for complete bank verification. When you place an order, an authorization is obtained from your bank. The authorization places a temporary hold on the funds. Please note, these funds have not been deducted but are being held within your account to ensure the order can be processed. This hold typically lasts from 3-7 days, depending on the policy of your bank.” Since the orders were cancelled, the credit card has not been charged. If the held funds are not released within 7 days, Ms. [redacted] may contact our Payment Verification Department at ###-###-#### and a drop authorization will be sent to her bank. I have also emailed Ms. [redacted] to explain the cancellation procedure. Thank you for your time. [redacted] Eastbay Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] There is nothing more for Eastbay to do. I have accepted that it will not be resolved. Their response was not truthful. There was not two orders, only one, and their information provided contradicts information given from their customer service representatives. It is also unacceptable for them to charge for 3-4 days shipping but take 4-5 days themselves to ship, making it 7-10 before delivery. They need to clearly state that it will take them up to a week to ship orders.
Regards,
[redacted]
January 18, 2017 Revdex.com of Wisconsin Attn: Stacy [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear Stacy, I apologize for the delay in responding as I did not receive the previous notification. I have...
reviewed the information in Mr. [redacted]’ account. Mr. [redacted]’ order was delivered via UPS on 12/15/16 and signed for by “Harden”. We are sorry to hear that Mr. [redacted] did not receive the package. Per Mr. [redacted]’ previous contact with us, a PayPal refund of $248.21 was denied by PayPal due to his dispute with the original PayPal charge. I have emailed Mr. [redacted] to inform him that once he has dropped the dispute with PayPal, he may then contact our Operational Support Department at 1.800.991.6759 to request the PayPal refund. Thank you for your time. Jane [redacted] Eastbay Customer Service