[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 $50 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 website. This resolution is satisfactory to me.
Regards,
April 18, 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 account information. I do apologize for any disappointment and inconvenience regarding...
the missing product number 1080BY7 – New Balance Fresh Foam 1080 V7 (size 14). A PayPal refund of $149.99 has been requested today, 4/18/17. Thank you for your time. [redacted] Eastbay Customer Service
I have received your correspondence and reviewed...
the
information Ms. [redacted]’s account. I
contacted our operations department in regards to Ms. [redacted]’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. [redacted]’s account that the two APO orders she
placed with us since this change was made (placed 12/22/14 and 1/1/15
respectively) were both shipped via USPS Priority Mail. (See attached screenshot.) Also, a request was made on 1/5/15 to refund
her shipping on both of those orders due to the inconvenience, and this refund
should be fully processed by her bank within 5-7 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 $30 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 3-5 business
days.) If there is anything more I can
do, I can be reached directly at [redacted] or ###-###-####.
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.]I called in regarding this matter and I will not pay for something I did not receive. I am done with Eastbay and will never shop their again
Regards,
[redacted]
I have received your correspondence and reviewed...
the
information in Mr. [redacted]’s account. I
looked into this order and tracking still has no scans, so we will be treating
this as a lost package. I contacted Mr.
[redacted] to let him know I was replacing the order for him with upgraded Next
Business Day shipping for delivery on 1/14.
January 26, 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. The total amount of the order was $290.17. That...
credit card amount was requested as a pre-authorization prior to processing the order. The order was then split into two shipments; thus, two invoices. The credit card is then charged separately for each invoice as follows: Invoice #28027813 - $66.55 (shipped 12/12/16) Invoice #28038121 - $223.62 (shipped 12/11/16) The original pre-authorization amount of $290.17 is then dropped within 3-5 business days. Mr. [redacted] contacted us on 12/10/16 regarding the pre-authorization of $290.17. Our Payment Verification Department then requested a drop authorization which is processed within 24-72 hours. The drop authorization was approved on 12/11/16. The total credit card charge for the two invoices was $290.17. Thank you for your time. [redacted] Foot Locker Customer Service
Since they were proven distrusting in the first place, and I see no refund, I cannot accept this comment.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.]
Regards,
[redacted]
May 4, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s account information. Order number 54994289 has been cancelled by our Payment Verification...
Department. All orders are subject to payment verification prior to being processed to ship. The verification system used for credit card orders is automated. The exact reason for cancellation is not provided to us; therefore, we are unable to offer any additional information as to why the payment is unacceptable. Ms. [redacted]’s credit card has not been charged. She may contact our Payment Verification Department at ###-###-#### if she has any further concerns regarding the cancellation. Thank you for your time. [redacted] Eastbay Customer Service
February 23, 2016 Revdex.com of Wisconsin Attn: Bradley [redacted]
[redacted] RE: Complaint #[redacted] – Eileen [redacted] Dear Bradley, The e-mail that Ms. [redacted] attached to her response was generated when her order was fully cancelled in our system. This status can be determined at various points in the order/picking process which is the reason we notify all customers prior to even placing an order that no launch product is guaranteed until a shipment confirmation is received. The initial order confirmation generated when an online order is placed is only confirmation that the order was successfully logged into our system; the item is guaranteed when a follow-up shipment confirmation with a tracking number is received. As Ms. [redacted]’s order could not be fulfilled, the final shipment confirmation was not sent. In regards to her payment, her most current account activity shows that we are not holding any funds on this order. If she is still seeing a pending authorization, it is a hold generated by her card-issuing bank and they may take up to 3-7 business days to release their hold and post the funds back to her account. She is welcome to contact them directly for further assistance as the order has been fully cancelled in our system. Thank you for your time. [redacted] Eastbay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11899825, 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.]I have canceled the claim with Paypal and I am still awaiting the refund. Also, the clothing I purchased is not considered sporting goods and should not be charged taxes in Massachusetts. A nike jacket and basketball jerseys are tax exempt. This company is charging all Massachusetts residents taxes on items that are tax exempt. I have purchased these goods at many other websites and all other companies follow Massachusetts law that clothing (including jackets and jerseys) are tax exempt. Eastbay needs to be held responsible for not following Massachusetts state law.
Regards,
Jonathan R[redacted]
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.
This is fraud. How does a business not know how their own system work? Outside of call the verification department, who can't tell you anything, the executives are also brainless concubines? What kind of customer service is this that you can't tell a customer the exact reason an order can't be verified? What kind of machine or program makes decisions without a checks and balance system in place?
Regards,
[redacted]
November 10, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s comments. The returned product number 55908411 – Nike KD 9 shoes (size 5.5) were...
inspected by our Returns Department. The shoes were unacceptable as a return as they were dirty, cat or dog hair was inside the shoes and the shoe label inside was worn off. We are unable to restock shoes in that condition for resale. Ms. [redacted] may review our Return Policy via the following link: https://www.eastbay.com/customerserv/help:returnPolicy/ Our Return Policy states: “Return/exchange merchandise must be unworn and in new condition with original tags.” Our main priority is to provide the ultimate in customer service to everyone. I do apologize if we have not met this priority per Ms. [redacted]’s contact with our Customer Service Associates who provided her with the return status. We are unable to issue a refund per Ms. [redacted]’s request due to the condition of the shoes. Thank you for your time. [redacted] Eastbay Customer Service
All along no one knew where my package was located. No one could give me any answers until about a day before I actually received my package. I shouldn't have to go through so much trouble just to try to locate my package. I will not be doing business with them again.
I have received your correspondence and reviewed the
information in Ms. [redacted]’s account. I
apologize that I was not able to contact her as planned, as I was out of the
office unexpectedly.
I confirmed today that all of Ms. [redacted]’s refunds (in
the amounts of $177, $31.99 and $7.99) have been submitted to PayPal. In regards to the $177 refund specifically, I
requested the transaction ID for this refund.
PayPal can use this (ID #
[redacted]) to trace the refund.
If I can be of any further assistance, Ms. [redacted] is welcome to
contact me at any time at [redacted] or ###-###-####.
August 28, 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 condition of...
the Nike Metcon DSX Flyknit shoes he has received. Mr. [redacted] may return the shoes to us per the instructions provided via the following link: http://www.eastbay.com/customerserv/help:returnUsInternational/ He may also print a Return Form via that link. I have requested a UPS Return Label as well as a copy of his invoice to be sent to him via email. The time for the return to reach us and be processed is approximately 10-14 business days from the date it was returned. A $20.00 Gift Card has been sent to Mr. [redacted] on 8/27/17 per his previous contact with us. Our main priority is to provide the ultimate in customer service to everyone. We do apologize if we have not met this priority during Mr. [redacted]’s experience with us. Thank you for your time.
[redacted] Eastbay Customer Service
May 27,
2015
Revdex.com of WisconsinAttn: [redacted]
RE: Complaint ID #[redacted] – [redacted]
Dear [redacted],
I
have received your correspondence and reviewed the information in Ms....
[redacted]’s
account. I forwarded her concerns to the
Payment Verification Department who has been working on her case and they were
able to provide some details on the situation.
It
does appear that there were some credit card authorization issues on Ms.
[redacted]’s order for the Marcy Power Rack and Weight Bench. Due to these issues, the item shipped out to
her and was delivered on 10/29/14 (signed for by [redacted]) but we did not receive payment
for the item from her credit card company.
In February 2015, our system recognized that
the item had been delivered but was not paid for, and sent through an automatic
authorization to Ms. [redacted]’s bank for the appropriate charge of
$574.06. She then disputed the charge
with her credit card and we again did not receive payment.
Since
that time, our Payment Verification Department has made numerous attempts to
contact Ms. [redacted] via phone and e-mail in an effort to resolve this issue
in-house without escalating it further.
In these attempts, it was communicated to her that she needed to pay for
the item that she had confirmed receipt of so we could avoid sending the matter
to collections.
Unfortunately
our Payment Verification Department did end up having to send the account to
collections due to non-response from the customer and non-payment on the item
that was delivered in October 2014. At
this time, they have confirmed that the account will not be removed from
collections as the item was successfully received by the customer and payment is
due.
Thank you for your time.
Sincerely,
Lindsey B[redacted]
Eastbay
February 9, 2016 Revdex.com of Wisconsin Attn: [redacted] RE: Complaint # [redacted] – Margaret [redacted] Dear [redacted], I received your correspondence indicating non-response to complaint #[redacted] and reviewed the...
information in Ms. [redacted]’s account. I had not previously received a copy of this complaint. I see that we did make several errors in regards to refunds on Ms. [redacted]’s account and that the leadership handling the resolution of those situations did not follow up with her appropriately. I sincerely apologize for the additional inconvenience that we caused and for the poor customer service she received. The most recent activity on Ms. [redacted]’s account indicates that all pending refunds were pushed through to PayPal as of 1/29/16 and no outstanding refunds remain. If she has any additional questions or concerns, she is welcome to contact me directly at [redacted] and I will respond immediately. Thank you for your time. Lindsey [redacted] Eastbay Tell us why here...
January 23, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11948436 (Reen F[redacted] Dear [redacted] I have reviewed the information in Mr. F[redacted]’s account. Mr. F[redacted] has contacted us multiple times...
regarding his return of product number B42906 - adidas Energy Boost Icon 2 (size 11.5). We informed him that we were unable to track the return and to allow more time for it to reach us and be processed. The SmartLabel is a pre-paid, pre-addressed return label. The SmartLabel is for US Domestic returns, only (excluding Hawaii). Therefore, it should not have been used for his return. The correct return procedure was for him to pay to return the shoes via the delivery service of his choice. As of today, 1/23/17, no tracking information is being provided for his return. I have requested a credit card refund of $92.71 today, 1/23/17. The refund amount includes the product value of $87.99 + $4.72 sales tax. The original price of the shoes was $109.99 less a discount of $22.00, plus sales tax of $4.72. The original shipping and handling charge of $16.98 is non-refundable. I have noted Mr. F[redacted]’s account that there is no credit due once we receive his return. Thank you for your time. Jane Martin Eastbay Customer Service
September 9, 2016 Revdex.com of WisconsinAttn: [redacted] 10019 W. Greenfield AvenueMilwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed the information in Ms. [redacted]’s account. I can assure her that we do...
not physically remove funds from any customer’s account unless their order ships out. She was likely seeing a pending authorization from her card-issuing bank, which they hold at their discretion for anywhere from three to thirty days following cancellation of an order by the merchant. We contacted her card issuer at 8:53pm CST on 9/2/16 to reiterate that the order has been cancelled and we will not be collecting the funds. However, this is the most we can do on our end, as all banks can have slightly different processes in how they handle cancelled orders and not all banks agree to release pending holds any faster even when we contact them. Unfortunately I am not able to provide any details regarding the reason Ms. [redacted]’s order did not pass our payment verification process as that information is confidential. If she would like to try replacing her order, the item she ordered is still currently in-stock. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
I just received word from Nike, that the shoes I had complained about, sold by Eastbay aren't even licensed shoes! They are an illegal copy manufactured by someone else so my product purchased wasn't even the real thing!!!Thank you,David [redacted], AIA NCARB LEED AP
[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 $50 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 website. This resolution is satisfactory to me.
Regards,
[redacted]
April 18, 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 account information. I do apologize for any disappointment and inconvenience regarding...
the missing product number 1080BY7 – New Balance Fresh Foam 1080 V7 (size 14). A PayPal refund of $149.99 has been requested today, 4/18/17. Thank you for your time. [redacted] Eastbay Customer Service
January 8, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed...
the
information Ms. [redacted]’s account. I
contacted our operations department in regards to Ms. [redacted]’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. [redacted]’s account that the two APO orders she
placed with us since this change was made (placed 12/22/14 and 1/1/15
respectively) were both shipped via USPS Priority Mail. (See attached screenshot.) Also, a request was made on 1/5/15 to refund
her shipping on both of those orders due to the inconvenience, and this refund
should be fully processed by her bank within 5-7 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 $30 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 3-5 business
days.) If there is anything more I can
do, I can be reached directly at [redacted] or ###-###-####.
Thank you.
[redacted]
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I called in regarding this matter and I will not pay for something I did not receive. I am done with Eastbay and will never shop their again
Regards,
[redacted]
January 12, 2015
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed...
the
information in Mr. [redacted]’s account. I
looked into this order and tracking still has no scans, so we will be treating
this as a lost package. I contacted Mr.
[redacted] to let him know I was replacing the order for him with upgraded Next
Business Day shipping for delivery on 1/14.
Thank you.
[redacted]
Eastbay
January 26, 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. The total amount of the order was $290.17. That...
credit card amount was requested as a pre-authorization prior to processing the order. The order was then split into two shipments; thus, two invoices. The credit card is then charged separately for each invoice as follows: Invoice #28027813 - $66.55 (shipped 12/12/16) Invoice #28038121 - $223.62 (shipped 12/11/16) The original pre-authorization amount of $290.17 is then dropped within 3-5 business days. Mr. [redacted] contacted us on 12/10/16 regarding the pre-authorization of $290.17. Our Payment Verification Department then requested a drop authorization which is processed within 24-72 hours. The drop authorization was approved on 12/11/16. The total credit card charge for the two invoices was $290.17. Thank you for your time. [redacted] Foot Locker Customer Service
Since they were proven distrusting in the first place, and I see no refund, I cannot accept this comment.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.]
Regards,
[redacted]
May 4, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s account information. Order number 54994289 has been cancelled by our Payment Verification...
Department. All orders are subject to payment verification prior to being processed to ship. The verification system used for credit card orders is automated. The exact reason for cancellation is not provided to us; therefore, we are unable to offer any additional information as to why the payment is unacceptable. Ms. [redacted]’s credit card has not been charged. She may contact our Payment Verification Department at ###-###-#### if she has any further concerns regarding the cancellation. Thank you for your time. [redacted] Eastbay Customer Service
February 23, 2016 Revdex.com of Wisconsin Attn: Bradley [redacted]
[redacted] RE: Complaint #[redacted] – Eileen [redacted] Dear Bradley, The e-mail that Ms. [redacted] attached to her response was generated when her order was fully cancelled in our system. This status can be determined at various points in the order/picking process which is the reason we notify all customers prior to even placing an order that no launch product is guaranteed until a shipment confirmation is received. The initial order confirmation generated when an online order is placed is only confirmation that the order was successfully logged into our system; the item is guaranteed when a follow-up shipment confirmation with a tracking number is received. As Ms. [redacted]’s order could not be fulfilled, the final shipment confirmation was not sent. In regards to her payment, her most current account activity shows that we are not holding any funds on this order. If she is still seeing a pending authorization, it is a hold generated by her card-issuing bank and they may take up to 3-7 business days to release their hold and post the funds back to her account. She is welcome to contact them directly for further assistance as the order has been fully cancelled in our system. Thank you for your time. [redacted] Eastbay
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11899825, 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.]I have canceled the claim with Paypal and I am still awaiting the refund. Also, the clothing I purchased is not considered sporting goods and should not be charged taxes in Massachusetts. A nike jacket and basketball jerseys are tax exempt. This company is charging all Massachusetts residents taxes on items that are tax exempt. I have purchased these goods at many other websites and all other companies follow Massachusetts law that clothing (including jackets and jerseys) are tax exempt. Eastbay needs to be held responsible for not following Massachusetts state law.
Regards,
Jonathan R[redacted]
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.
This is fraud. How does a business not know how their own system work? Outside of call the verification department, who can't tell you anything, the executives are also brainless concubines? What kind of customer service is this that you can't tell a customer the exact reason an order can't be verified? What kind of machine or program makes decisions without a checks and balance system in place?
Regards,
[redacted]
November 10, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s comments. The returned product number 55908411 – Nike KD 9 shoes (size 5.5) were...
inspected by our Returns Department. The shoes were unacceptable as a return as they were dirty, cat or dog hair was inside the shoes and the shoe label inside was worn off. We are unable to restock shoes in that condition for resale. Ms. [redacted] may review our Return Policy via the following link: https://www.eastbay.com/customerserv/help:returnPolicy/ Our Return Policy states: “Return/exchange merchandise must be unworn and in new condition with original tags.” Our main priority is to provide the ultimate in customer service to everyone. I do apologize if we have not met this priority per Ms. [redacted]’s contact with our Customer Service Associates who provided her with the return status. We are unable to issue a refund per Ms. [redacted]’s request due to the condition of the shoes. Thank you for your time. [redacted] Eastbay Customer Service
All along no one knew where my package was located. No one could give me any answers until about a day before I actually received my package. I shouldn't have to go through so much trouble just to try to locate my package. I will not be doing business with them again.
January 30, 2015
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed the
information in Ms. [redacted]’s account. I
apologize that I was not able to contact her as planned, as I was out of the
office unexpectedly.
I confirmed today that all of Ms. [redacted]’s refunds (in
the amounts of $177, $31.99 and $7.99) have been submitted to PayPal. In regards to the $177 refund specifically, I
requested the transaction ID for this refund.
PayPal can use this (ID #
[redacted]) to trace the refund.
If I can be of any further assistance, Ms. [redacted] is welcome to
contact me at any time at [redacted] or ###-###-####.
Thank you.
[redacted]
Eastbay
August 28, 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 condition of...
the Nike Metcon DSX Flyknit shoes he has received. Mr. [redacted] may return the shoes to us per the instructions provided via the following link: http://www.eastbay.com/customerserv/help:returnUsInternational/ He may also print a Return Form via that link. I have requested a UPS Return Label as well as a copy of his invoice to be sent to him via email. The time for the return to reach us and be processed is approximately 10-14 business days from the date it was returned. A $20.00 Gift Card has been sent to Mr. [redacted] on 8/27/17 per his previous contact with us. Our main priority is to provide the ultimate in customer service to everyone. We do apologize if we have not met this priority during Mr. [redacted]’s experience with us. Thank you for your time.
[redacted] Eastbay Customer Service
May 27,
2015
Revdex.com of WisconsinAttn: [redacted]
RE: Complaint ID #[redacted] – [redacted]
Dear [redacted],
I
have received your correspondence and reviewed the information in Ms....
[redacted]’s
account. I forwarded her concerns to the
Payment Verification Department who has been working on her case and they were
able to provide some details on the situation.
It
does appear that there were some credit card authorization issues on Ms.
[redacted]’s order for the Marcy Power Rack and Weight Bench. Due to these issues, the item shipped out to
her and was delivered on 10/29/14 (signed for by [redacted]) but we did not receive payment
for the item from her credit card company.
In February 2015, our system recognized that
the item had been delivered but was not paid for, and sent through an automatic
authorization to Ms. [redacted]’s bank for the appropriate charge of
$574.06. She then disputed the charge
with her credit card and we again did not receive payment.
Since
that time, our Payment Verification Department has made numerous attempts to
contact Ms. [redacted] via phone and e-mail in an effort to resolve this issue
in-house without escalating it further.
In these attempts, it was communicated to her that she needed to pay for
the item that she had confirmed receipt of so we could avoid sending the matter
to collections.
Unfortunately
our Payment Verification Department did end up having to send the account to
collections due to non-response from the customer and non-payment on the item
that was delivered in October 2014. At
this time, they have confirmed that the account will not be removed from
collections as the item was successfully received by the customer and payment is
due.
Thank you for your time.
Sincerely,
Lindsey B[redacted]
Eastbay
February 9, 2016 Revdex.com of Wisconsin Attn: [redacted] RE: Complaint # [redacted] – Margaret [redacted] Dear [redacted], I received your correspondence indicating non-response to complaint #[redacted] and reviewed the...
information in Ms. [redacted]’s account. I had not previously received a copy of this complaint. I see that we did make several errors in regards to refunds on Ms. [redacted]’s account and that the leadership handling the resolution of those situations did not follow up with her appropriately. I sincerely apologize for the additional inconvenience that we caused and for the poor customer service she received. The most recent activity on Ms. [redacted]’s account indicates that all pending refunds were pushed through to PayPal as of 1/29/16 and no outstanding refunds remain. If she has any additional questions or concerns, she is welcome to contact me directly at [redacted] and I will respond immediately. Thank you for your time. Lindsey [redacted] Eastbay Tell us why here...
January 23, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11948436 (Reen F[redacted] Dear [redacted] I have reviewed the information in Mr. F[redacted]’s account. Mr. F[redacted] has contacted us multiple times...
regarding his return of product number B42906 - adidas Energy Boost Icon 2 (size 11.5). We informed him that we were unable to track the return and to allow more time for it to reach us and be processed. The SmartLabel is a pre-paid, pre-addressed return label. The SmartLabel is for US Domestic returns, only (excluding Hawaii). Therefore, it should not have been used for his return. The correct return procedure was for him to pay to return the shoes via the delivery service of his choice. As of today, 1/23/17, no tracking information is being provided for his return. I have requested a credit card refund of $92.71 today, 1/23/17. The refund amount includes the product value of $87.99 + $4.72 sales tax. The original price of the shoes was $109.99 less a discount of $22.00, plus sales tax of $4.72. The original shipping and handling charge of $16.98 is non-refundable. I have noted Mr. F[redacted]’s account that there is no credit due once we receive his return. Thank you for your time. Jane Martin Eastbay Customer Service
September 9, 2016 Revdex.com of WisconsinAttn: [redacted] 10019 W. Greenfield AvenueMilwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed the information in Ms. [redacted]’s account. I can assure her that we do...
not physically remove funds from any customer’s account unless their order ships out. She was likely seeing a pending authorization from her card-issuing bank, which they hold at their discretion for anywhere from three to thirty days following cancellation of an order by the merchant. We contacted her card issuer at 8:53pm CST on 9/2/16 to reiterate that the order has been cancelled and we will not be collecting the funds. However, this is the most we can do on our end, as all banks can have slightly different processes in how they handle cancelled orders and not all banks agree to release pending holds any faster even when we contact them. Unfortunately I am not able to provide any details regarding the reason Ms. [redacted]’s order did not pass our payment verification process as that information is confidential. If she would like to try replacing her order, the item she ordered is still currently in-stock. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
I just received word from Nike, that the shoes I had complained about, sold by Eastbay aren't even licensed shoes! They are an illegal copy manufactured by someone else so my product purchased wasn't even the real thing!!!Thank you,David [redacted], AIA NCARB LEED AP