January 19, 2018 Revdex.com of Wisconsin Attn: [redacted] – Lead Trade Practice Consultant 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s complaint. We received Mr. [redacted]’s order number...
57252457 on 1/16/18. Unfortunately, product number 70360658 - New Era MLB 59Fifty Authentic LP Cap - Seattle Mariners, was cancelled as it was unavailable at the time the order was processed to ship. I do apologize for any disappointment regarding the unavailable product. Mr. [redacted]’s credit card was not charged for the cancelled product. Product number 33778MA1 – Nike MLB Tee, was available and shipped 1/17/18 via USPS. The credit card charge for that product was $19.25, ($19.99 less $2.00 discount + $1.26 sales tax). The shipping and handling was free. Upon processing orders, unavailable products will be cancelled and available products will be shipped. We do not cancel an entire order due to an unavailable product. Mr. [redacted] may return the shirt if it is unwanted. As a one-time courtesy, his account has been noted for our Returns Department to waive the $6.99 charge for the return label. Mr. [redacted] may refer to our Return Policy and also return instructions via the following links: https://www.eastbay.com/customerserv/help:returnPolicy/ https://www.eastbay.com/customerserv/help:returnUsInternational/ Mr. [redacted] also contacted us via Chat on 1/18/18. I have reviewed the Chat transcript. The correct information was provided to Mr. [redacted] per the Customer Service Specialist and also the Leadership Staff Member he communicated with via Chat. Upon providing an explanation and resolution via Chat, Mr. [redacted] was advised to contact us via our customer service telephone number if he had any further concerns as our Chat service is provided until 11 PM (CT). Mr. [redacted] has requested a refund of $8.39 so he may purchase a product from another company. There is no refund due to Mr. [redacted] at this time. He was charged only for the available product that shipped. Thank you for your time. [redacted] Eastbay Customer Service
January 29, 2018 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 comments. Ms. [redacted] purchased product number 18369007 - Nike Lebron Soldier II...
shoes from us on 12/11/17. If she is not happy with the quality of the shoes, she may return them to us. The shoes will be inspected by our Returns Department and they will determine whether the shoes are acceptable as a defect. I have requested a UPS Return Label to be sent to Ms. [redacted]. It will arrive via email in 1-2 business days from UPS Quantum View. I have also requested a copy of her invoice to be sent to her. It will arrive via a separate email in 24-48 hours. Ms. [redacted] may review our Return Policy, Return Instructions and also print a Return Form via the following links: https://www.eastbay.com/customerserv/help:returnPolicy/ https://www.eastbay.com/customerserv/help:returnUsInternational/ https://www.eastbay.com/customerserv/help:returnUsInternational/ Thank you for your time. [redacted] Eastbay Customer Service
RevDex.com of Wisconsin Attn:
[redacted]
[redacted] RE: Complaint # [redacted] – [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Mr. [redacted]’s
account. I sincerely apologize for the
problems he had...
with delivery of his recent order.UPS
offers signature required as a feature of membership in their My Choice
program, but it is not a feature that Eastbay currently offers to customers. The only time a signature is required on one
of our shipments is if the UPS driver does not feel comfortable leaving the
package or if the customer’s shipping zip code requires signatures.As
our claims department informed Mr. [redacted], UPS has denied our claim request
because they confirmed the package was delivered. As Mr. [redacted] is stating that his My Choice
account dictates a signature is required for all of his shipments, he should
file a lost package claim directly with UPS regarding his package to request a
refund. Even though Eastbay doesn’t
require a signature for delivery, UPS should have made this a requirement per
Mr. [redacted]’s My Choice account specifications. If UPS has any further questions or concerns about his shipment, they
are welcome to contact our claims department directly for assistance. Thank you for your time. [redacted] EastbayTell us why here...
September 20, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I have reviewed Mr. [redacted] comments. Our main priority is to provide the ultimate in customer service to...
everyone. I do apologize if we have not met this priority during Mr. [redacted] experience with us. Mr. [redacted] account is noted regarding his call. The associate he spoke with did offer to transfer him for further assistance. Mr. [redacted] then disconnected the call. All returned products are inspected by our Returns Department. They decide whether a product is in brand new, unused condition and can be restocked to sell to another customer. Product number [redacted] - Nike Force Savage Pro D, had dirty soles. The cleats were unacceptable as a return and returned to Mr. [redacted] due to being a used product. Mr. [redacted] may view our Return Policy via the following link: https://www.eastbay.com/customerserv/help:returnPolicy/ Return/exchange merchandise must be unworn and in new condition with original tags. No refund will be issued on the return of the above product. 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 and have contacted my local postal service. I was informed that the package will still be sent but it will specify postage due to which as the above response from Jane the representive from Eastbay, noted in her deduction of the amount from the original price of the item. It is either in their warehouse or on its way as I have been informed. As for the process of their return policy method of enclosing a return smart label such as that is misleading to those that it does not apply. It It can be easily ovelooked or misinterpreted.
Regards,
Reen F[redacted]
I have received your correspondence and reviewed the...
information
in Mr. [redacted] account. His refund of
$479.93 was submitted to PayPal on 1/23/15.
He should allow 5-7 business days for PayPal to apply the funds back to
his account.
August 29, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted])Dear [redacted], I have reviewed Mr. [redacted]’s comments.I apologize for any disappointment regarding the backorder status of the requested...
product. The order was cancelled on 8/6/17 per Mr. [redacted]’s request. Since the order was canceled before being processed for shipment, Mr. [redacted]’s credit card was not charged. Any transaction appearing on his credit card statement is a pre-authorization ensuring that the credit card funds were available. Once the order has been canceled, the credit card hold typically lasts anywhere from 3 to 7 days, depending upon the bank’s policy. If the authorization is still pending as of this date, we would be happy to contact Mr. [redacted]’s bank to let them know the order was canceled and to release the funds. Mr. [redacted] may call our Payment Verification Department at ###-###-#### for assistance. The bank name, telephone number and fax number will be requested at that time:Thank you for your time. [redacted] Champs Sports Customer Service
August 24, 2016 Revdex.com of WisconsinAttn: [redacted] 10019 W. Greenfield AvenueMilwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], The documentation in Mr. [redacted]’s account, from multiple associates, clearly states that he acknowledged forgetting to change his shipping address in his online account and shipping his order to the incorrect address. As previously communicated, a refund will be issued when the product is returned back to our warehouse. A refund cannot be issued without the order being returned, as we shipped it to the address Mr. [redacted] chose at the time he placed the order online and we did not make any error in the processing or shipping of this order. Thank you for your time. Lindsey 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,
I have received your most recent correspondence and
reviewed the additional information that Mr. [redacted] provided. To investigate his concerns as thoroughly as
possible, I pulled records of all interactions he had with our staff, via
phone, e-mail and chat, and I am happy to speak to hi
Mr. [redacted] states that our customer service team refused
to let him speak with a supervisor despite continuous requests. Our records show that, on 3/28, Mr. [redacted]
exited out of one chat session while the associate was speaking with a
supervisor on his behalf. During another
chat session that day, our eCustomer Care team explained that no supervisor was
available at that time but that he should contact them back the next day for a
supervisor. Mr. [redacted] did so on 3.29 and
a supervisor approved an additional refund per his request. We have no other records showing Mr. [redacted]
requested a supervisor and was refused.
In regards to his claim that we could not confirm or
deny which items he returned, our chat logs show that Mr. [redacted] provided
differing information regarding how many items he returned (first stating he
returned 6 items, then stating he returned 7), specifically during the 28 times
he contacted our Chat department on 3/28.
For this reason, his refund calculation that our staff provided changed
accordingly.
Mr. [redacted] states that he did not receive responses to his
e-mails within the designed 1-3 business day guideline. Our records show that he e-mailed us on 3.25
and a response was sent to him that same day.
He also e-mailed us on 3.27 and a response was sent on 3.29.
The automated e-mails sent to Mr. [redacted] regarding
non-receipt of his return were not intended to treat him as a thief or
intimidate him; rather, we send them as a reminder so customers who have
received no-charge replacement orders are aware they still need to return their
original product. In addition, they
provide information on what the next steps will be should they opt to not
return the product. We had not yet
received back Mr. [redacted]’s original product after sending a no-charge
replacement, so a reminder was sent stating the next steps should the item not
come back in a timely fashion.
Obviously Mr. [redacted] feels that we have not provided him
with customer service that meets his expectations, and I apologize that he
feels that way. When he reported to us
that he received a wrong item, we immediately sent out the correct item in an effort
to right the wrong in the most convenient fashion. The chat logs from all of his contacts to our
team show that we answered all of his questions in a prompt, professional
manner and attempted to assist him to the best of our ability. Unfortunately, when a customer exits a chat
during this process, we are not able to continue this process.
Again, I apologize
that Mr. [redacted] did not wish to receive the correct item with upgraded
shipping. Typically our customers appreciate
this proactive approach as it allows us to right a wrong in the fastest way
possible. At this time he has been
refunded in full for the final count he provided as to the number of items he
states he returned to us. In regards to
his feelings that we have in some way discriminated against him, I have documented
this information in his account as well.
March 10, 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. The order shipped to the address requested on 3/3/17 via USPS with a...
tracking number of 9205590136271847059988. Tracking results via usps.com indicate the package was delivered 3/6/17 at 9:34 AM and left with an individual. There is no signature provided; nor was a signature required for delivery. The delivery address is a freight forwarding company. We do not investigate packages sent to freight forwarding companies. Mr. [redacted] will have to contact the freight forwarding company for assistance. No further investigation will be done by Eastbay regarding this matter. Thank you for your time. [redacted] Eastbay Customer Service
November 1, 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 comments. I apologize for any disappointment regarding the return process of...
order number 21002857 at the Foot Locker retail store. Notes on Mr. [redacted]’s account indicate that he has contacted us regarding this concern after this complaint was submitted. Customer Service has informed Mr. [redacted] that the charge would be released by 10/25/17. If the credit card charge has not been released, Mr. [redacted] was advised to contact Customer Service at ###-###-#### for further assistance. Thank you for your time. [redacted] Foot Locker Customer Service
I have received your correspondence and reviewed...
the
information provided by Mr. [redacted]. His
account shows that we issued a full refund in the amount of $111.99 back to his
credit card on 11/30/14. He should allow
3-5 business days for his bank to post this refund back to his account.
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.I think the eastbay should do more than this.They can help me to negotiate with the carrier for investigation. Please help me! Thanks a lot.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
April 19, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed [redacted]’s response and apologize once again for the shipping errors. Foot Locker and Eastbay are separate companies who share the same corporate ownership, Foot Locker, Inc. This response will cover all three of [redacted]’s complaints including Foot Locker ID #12106519, ID#[redacted] and Eastbay ID#[redacted]). As a one-time courtesy, due to the incorrect information provided via Ms. [redacted]’s Live Chat contact with Zoe B., I have requested the following credit card refunds: Foot Locker Order #18989682 - $84.99 Eastbay Order #54496104 - $92.11 There is no need for Ms. [redacted] to return the shoes from either order to us. It is important that [redacted] understands that if an order is placed and shipped to an address within the United States and forwarded to her in another country, we will only reimburse return shipping and hand[redacted]g up to $9.00. She may reference my previous comment with further details. Sincerely, [redacted] Foot Locker Customer Service
I feel disappointed and angry very attitude towards them.After the time and money I pay so much, they still ask me to pay the freight.I have a question: if they received the shoes and shoes without any problem, tell me, who is to bear my loss. The quality problem of shoesthrough the photos is very clear. This is obviously their plot, they attempt to escape the compensation and liability.If this is America permitted by law, I will investigate this matter no longer.But I still hope to get my money, because it is simply not worth the shoes.Let them give me a specific compensation price, let me know your shoesreturned to their worth.Defects on the photo can not prove that the problem of shoe?Only the shoes and send back to prove as effective evidence?If they refused my request, I give in to them or to continue fighting, please tell meI show my position again: I just want to restore my loss, is also a refund.Once again I contacted Eastbay online customer service,They told me that even if the shoes are really the problem, the return of theinternational shipping is still have me to bear.I really do not understand, this is a no responsibility andethics of the company.Why get so good evaluation on your website?Because I am not American?I have been on this matter of despair.If they were like this, maybe I can only give up. But I can't give up, Please tell me the way to.Please reply me as soon as possible.
February 16, 2016 Revdex.com of Wisconsin Attn: [redacted]
[redacted]
[redacted] RE: Complaint # [redacted] – Jason [redacted] Dear [redacted], I received your correspondence and reviewed the information in Mr. [redacted]’s complaint. As we...
discussed, this is listed as a second notice but we did not previously receive notification of this concern. I sincerely apologize for Mr. [redacted]’s inconvenience in getting himself removed from our mailing list. I have forwarded his information to our circulation manager for immediate processing. As our catalogs are printed several months in advance, unfortunately he may receive up to three more catalogs before they stop completely. Thank you for your time. [redacted]
[redacted] Eastbay Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As soon as I see the credit in my credit card I would accept their answer.
Regards,
[redacted]
July 13,
Revdex.com of Wisconsin
Attn: [redacted]
[redacted]
[redacted]
Re: Complaint #[redacted] – [redacted]
[redacted]
Dear
[redacted],
I
received your correspondence and our response is attached.
Thank you,
Lindsey
Customer Care Supervisor
Eastbay
January 25, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], As a one-time courtesy, I have requested a PayPal refund of $12.09. This refund includes 20% off the already discounted price of $56.24 plus the sales tax difference.As a future reference, we do only accept one promotion code per order. The military discount of 20% will not be applied to any future purchase if a discount has already been applied to the order or if an item is noted as “excluded from discounts” or “excluded from any additional discount”. Thank you for your time. [redacted] Eastbay Customer Service
January 19, 2018 Revdex.com of Wisconsin Attn: [redacted] – Lead Trade Practice Consultant 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s complaint. We received Mr. [redacted]’s order number...
57252457 on 1/16/18. Unfortunately, product number 70360658 - New Era MLB 59Fifty Authentic LP Cap - Seattle Mariners, was cancelled as it was unavailable at the time the order was processed to ship. I do apologize for any disappointment regarding the unavailable product. Mr. [redacted]’s credit card was not charged for the cancelled product. Product number 33778MA1 – Nike MLB Tee, was available and shipped 1/17/18 via USPS. The credit card charge for that product was $19.25, ($19.99 less $2.00 discount + $1.26 sales tax). The shipping and handling was free. Upon processing orders, unavailable products will be cancelled and available products will be shipped. We do not cancel an entire order due to an unavailable product. Mr. [redacted] may return the shirt if it is unwanted. As a one-time courtesy, his account has been noted for our Returns Department to waive the $6.99 charge for the return label. Mr. [redacted] may refer to our Return Policy and also return instructions via the following links: https://www.eastbay.com/customerserv/help:returnPolicy/ https://www.eastbay.com/customerserv/help:returnUsInternational/ Mr. [redacted] also contacted us via Chat on 1/18/18. I have reviewed the Chat transcript. The correct information was provided to Mr. [redacted] per the Customer Service Specialist and also the Leadership Staff Member he communicated with via Chat. Upon providing an explanation and resolution via Chat, Mr. [redacted] was advised to contact us via our customer service telephone number if he had any further concerns as our Chat service is provided until 11 PM (CT). Mr. [redacted] has requested a refund of $8.39 so he may purchase a product from another company. There is no refund due to Mr. [redacted] at this time. He was charged only for the available product that shipped. Thank you for your time. [redacted] Eastbay Customer Service
January 29, 2018 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 comments. Ms. [redacted] purchased product number 18369007 - Nike Lebron Soldier II...
shoes from us on 12/11/17. If she is not happy with the quality of the shoes, she may return them to us. The shoes will be inspected by our Returns Department and they will determine whether the shoes are acceptable as a defect. I have requested a UPS Return Label to be sent to Ms. [redacted]. It will arrive via email in 1-2 business days from UPS Quantum View. I have also requested a copy of her invoice to be sent to her. It will arrive via a separate email in 24-48 hours. Ms. [redacted] may review our Return Policy, Return Instructions and also print a Return Form via the following links: https://www.eastbay.com/customerserv/help:returnPolicy/ https://www.eastbay.com/customerserv/help:returnUsInternational/ https://www.eastbay.com/customerserv/help:returnUsInternational/ Thank you for your time. [redacted] Eastbay Customer Service
RevDex.com of Wisconsin Attn:
[redacted]
[redacted] RE: Complaint # [redacted] – [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Mr. [redacted]’s
account. I sincerely apologize for the
problems he had...
with delivery of his recent order.UPS
offers signature required as a feature of membership in their My Choice
program, but it is not a feature that Eastbay currently offers to customers. The only time a signature is required on one
of our shipments is if the UPS driver does not feel comfortable leaving the
package or if the customer’s shipping zip code requires signatures.As
our claims department informed Mr. [redacted], UPS has denied our claim request
because they confirmed the package was delivered. As Mr. [redacted] is stating that his My Choice
account dictates a signature is required for all of his shipments, he should
file a lost package claim directly with UPS regarding his package to request a
refund. Even though Eastbay doesn’t
require a signature for delivery, UPS should have made this a requirement per
Mr. [redacted]’s My Choice account specifications. If UPS has any further questions or concerns about his shipment, they
are welcome to contact our claims department directly for assistance. Thank you for your time. [redacted] EastbayTell us why here...
September 20, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I have reviewed Mr. [redacted] comments. Our main priority is to provide the ultimate in customer service to...
everyone. I do apologize if we have not met this priority during Mr. [redacted] experience with us. Mr. [redacted] account is noted regarding his call. The associate he spoke with did offer to transfer him for further assistance. Mr. [redacted] then disconnected the call. All returned products are inspected by our Returns Department. They decide whether a product is in brand new, unused condition and can be restocked to sell to another customer. Product number [redacted] - Nike Force Savage Pro D, had dirty soles. The cleats were unacceptable as a return and returned to Mr. [redacted] due to being a used product. Mr. [redacted] may view our Return Policy via the following link: https://www.eastbay.com/customerserv/help:returnPolicy/ Return/exchange merchandise must be unworn and in new condition with original tags. No refund will be issued on the return of the above product. 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 and have contacted my local postal service. I was informed that the package will still be sent but it will specify postage due to which as the above response from Jane the representive from Eastbay, noted in her deduction of the amount from the original price of the item. It is either in their warehouse or on its way as I have been informed. As for the process of their return policy method of enclosing a return smart label such as that is misleading to those that it does not apply. It It can be easily ovelooked or misinterpreted.
Regards,
Reen F[redacted]
January 27, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed the...
information
in Mr. [redacted] account. His refund of
$479.93 was submitted to PayPal on 1/23/15.
He should allow 5-7 business days for PayPal to apply the funds back to
his account.
Thank you.
[redacted]
[redacted]
Eastbay
August 29, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted])Dear [redacted], I have reviewed Mr. [redacted]’s comments.I apologize for any disappointment regarding the backorder status of the requested...
product. The order was cancelled on 8/6/17 per Mr. [redacted]’s request. Since the order was canceled before being processed for shipment, Mr. [redacted]’s credit card was not charged. Any transaction appearing on his credit card statement is a pre-authorization ensuring that the credit card funds were available. Once the order has been canceled, the credit card hold typically lasts anywhere from 3 to 7 days, depending upon the bank’s policy. If the authorization is still pending as of this date, we would be happy to contact Mr. [redacted]’s bank to let them know the order was canceled and to release the funds. Mr. [redacted] may call our Payment Verification Department at ###-###-#### for assistance. The bank name, telephone number and fax number will be requested at that time:Thank you for your time. [redacted] Champs Sports Customer Service
August 24, 2016 Revdex.com of WisconsinAttn: [redacted] 10019 W. Greenfield AvenueMilwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], The documentation in Mr. [redacted]’s account, from multiple associates, clearly states that he acknowledged forgetting to change his shipping address in his online account and shipping his order to the incorrect address. As previously communicated, a refund will be issued when the product is returned back to our warehouse. A refund cannot be issued without the order being returned, as we shipped it to the address Mr. [redacted] chose at the time he placed the order online and we did not make any error in the processing or shipping of this order. Thank you for your time. Lindsey 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]
April
14, 2015
[redacted]
RE:
Case #[redacted] – [redacted]
Dear [redacted],
I have received your most recent correspondence and
reviewed the additional information that Mr. [redacted] provided. To investigate his concerns as thoroughly as
possible, I pulled records of all interactions he had with our staff, via
phone, e-mail and chat, and I am happy to speak to hi
Mr. [redacted] states that our customer service team refused
to let him speak with a supervisor despite continuous requests. Our records show that, on 3/28, Mr. [redacted]
exited out of one chat session while the associate was speaking with a
supervisor on his behalf. During another
chat session that day, our eCustomer Care team explained that no supervisor was
available at that time but that he should contact them back the next day for a
supervisor. Mr. [redacted] did so on 3.29 and
a supervisor approved an additional refund per his request. We have no other records showing Mr. [redacted]
requested a supervisor and was refused.
In regards to his claim that we could not confirm or
deny which items he returned, our chat logs show that Mr. [redacted] provided
differing information regarding how many items he returned (first stating he
returned 6 items, then stating he returned 7), specifically during the 28 times
he contacted our Chat department on 3/28.
For this reason, his refund calculation that our staff provided changed
accordingly.
Mr. [redacted] states that he did not receive responses to his
e-mails within the designed 1-3 business day guideline. Our records show that he e-mailed us on 3.25
and a response was sent to him that same day.
He also e-mailed us on 3.27 and a response was sent on 3.29.
The automated e-mails sent to Mr. [redacted] regarding
non-receipt of his return were not intended to treat him as a thief or
intimidate him; rather, we send them as a reminder so customers who have
received no-charge replacement orders are aware they still need to return their
original product. In addition, they
provide information on what the next steps will be should they opt to not
return the product. We had not yet
received back Mr. [redacted]’s original product after sending a no-charge
replacement, so a reminder was sent stating the next steps should the item not
come back in a timely fashion.
Obviously Mr. [redacted] feels that we have not provided him
with customer service that meets his expectations, and I apologize that he
feels that way. When he reported to us
that he received a wrong item, we immediately sent out the correct item in an effort
to right the wrong in the most convenient fashion. The chat logs from all of his contacts to our
team show that we answered all of his questions in a prompt, professional
manner and attempted to assist him to the best of our ability. Unfortunately, when a customer exits a chat
during this process, we are not able to continue this process.
Again, I apologize
that Mr. [redacted] did not wish to receive the correct item with upgraded
shipping. Typically our customers appreciate
this proactive approach as it allows us to right a wrong in the fastest way
possible. At this time he has been
refunded in full for the final count he provided as to the number of items he
states he returned to us. In regards to
his feelings that we have in some way discriminated against him, I have documented
this information in his account as well.
Thank
you.
[redacted]
March 10, 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. The order shipped to the address requested on 3/3/17 via USPS with a...
tracking number of 9205590136271847059988. Tracking results via usps.com indicate the package was delivered 3/6/17 at 9:34 AM and left with an individual. There is no signature provided; nor was a signature required for delivery. The delivery address is a freight forwarding company. We do not investigate packages sent to freight forwarding companies. Mr. [redacted] will have to contact the freight forwarding company for assistance. No further investigation will be done by Eastbay regarding this matter. Thank you for your time. [redacted] Eastbay Customer Service
November 1, 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 comments. I apologize for any disappointment regarding the return process of...
order number 21002857 at the Foot Locker retail store. Notes on Mr. [redacted]’s account indicate that he has contacted us regarding this concern after this complaint was submitted. Customer Service has informed Mr. [redacted] that the charge would be released by 10/25/17. If the credit card charge has not been released, Mr. [redacted] was advised to contact Customer Service at ###-###-#### for further assistance. Thank you for your time. [redacted] Foot Locker Customer Service
December 1, 2014
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed...
the
information provided by Mr. [redacted]. His
account shows that we issued a full refund in the amount of $111.99 back to his
credit card on 11/30/14. He should allow
3-5 business days for his bank to post this refund back to his account.
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.I think the eastbay should do more than this.They can help me to negotiate with the carrier for investigation. Please help me! Thanks a lot.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
April 19, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed [redacted]’s response and apologize once again for the shipping errors. Foot Locker and Eastbay are separate companies who share the same corporate ownership, Foot Locker, Inc. This response will cover all three of [redacted]’s complaints including Foot Locker ID #12106519, ID#[redacted] and Eastbay ID#[redacted]). As a one-time courtesy, due to the incorrect information provided via Ms. [redacted]’s Live Chat contact with Zoe B., I have requested the following credit card refunds: Foot Locker Order #18989682 - $84.99 Eastbay Order #54496104 - $92.11 There is no need for Ms. [redacted] to return the shoes from either order to us. It is important that [redacted] understands that if an order is placed and shipped to an address within the United States and forwarded to her in another country, we will only reimburse return shipping and hand[redacted]g up to $9.00. She may reference my previous comment with further details. Sincerely, [redacted] Foot Locker Customer Service
I feel disappointed and angry very attitude towards them.After the time and money I pay so much, they still ask me to pay the freight.I have a question: if they received the shoes and shoes without any problem, tell me, who is to bear my loss. The quality problem of shoesthrough the photos is very clear. This is obviously their plot, they attempt to escape the compensation and liability.If this is America permitted by law, I will investigate this matter no longer.But I still hope to get my money, because it is simply not worth the shoes.Let them give me a specific compensation price, let me know your shoesreturned to their worth.Defects on the photo can not prove that the problem of shoe?Only the shoes and send back to prove as effective evidence?If they refused my request, I give in to them or to continue fighting, please tell meI show my position again: I just want to restore my loss, is also a refund.Once again I contacted Eastbay online customer service,They told me that even if the shoes are really the problem, the return of theinternational shipping is still have me to bear.I really do not understand, this is a no responsibility andethics of the company.Why get so good evaluation on your website?Because I am not American?I have been on this matter of despair.If they were like this, maybe I can only give up. But I can't give up, Please tell me the way to.Please reply me as soon as possible.
February 16, 2016 Revdex.com of Wisconsin Attn: [redacted]
[redacted]
[redacted] RE: Complaint # [redacted] – Jason [redacted] Dear [redacted], I received your correspondence and reviewed the information in Mr. [redacted]’s complaint. As we...
discussed, this is listed as a second notice but we did not previously receive notification of this concern. I sincerely apologize for Mr. [redacted]’s inconvenience in getting himself removed from our mailing list. I have forwarded his information to our circulation manager for immediate processing. As our catalogs are printed several months in advance, unfortunately he may receive up to three more catalogs before they stop completely. Thank you for your time. [redacted]
[redacted] Eastbay Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As soon as I see the credit in my credit card I would accept their answer.
Regards,
[redacted]
July 13,
Revdex.com of Wisconsin
Attn: [redacted]
[redacted]
[redacted]
Re: Complaint #[redacted] – [redacted]
[redacted]
Dear
[redacted],
I
received your correspondence and our response is attached.
Thank you,
Lindsey
Customer Care Supervisor
Eastbay
January 25, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], As a one-time courtesy, I have requested a PayPal refund of $12.09. This refund includes 20% off the already discounted price of $56.24 plus the sales tax difference.As a future reference, we do only accept one promotion code per order. The military discount of 20% will not be applied to any future purchase if a discount has already been applied to the order or if an item is noted as “excluded from discounts” or “excluded from any additional discount”. Thank you for your time. [redacted] Eastbay Customer Service