September 6, 2016 Revdex.com of WisconsinAttn: Stacy [redacted] RE: Complaint #[redacted] – Leeann N. [redacted] Dear Stacy, I received your correspondence and reviewed the information in Ms. [redacted]’s account. I sincerely apologize for...
her inconvenience related to her recent order. Our Claims Department has documented in her account that they explained the delivery investigation process and the importance of cooperating with UPS in order to close the investigation as quickly as possible. As Ms. [redacted] stated she is unwilling to work with UPS on this claim, they have already closed it once without resolution and will continue to do so. Unfortunately we cannot issue a refund or replacement order until an investigation has been properly completed with the shipper, as they have indicated the package was successfully delivered to the customer’s shipping address. If Ms. [redacted] would like us to initiate another investigation with UPS for proper completion, she can contact us at any time and we would be more than happy to assist her. Thank you for your time. Lindsey Customer Care Supervisor Eastbay
January 12, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11815375 (Damon S[redacted]
Dear [redacted], I apologize for the delay in responding as I did not receive the first notification. I have...
reviewed the information in Mr. S[redacted]’s account. Mr. S[redacted] contacted us multiple times prior to us receiving his returned product number 154874C – Converse All Star Alpha Mid (size 10.0). We advised him to allow the necessary time for the return to be received and processed. Per Mr. S[redacted]’s call on 11/9/16, an exchange order number 53265933 was placed at no charge for product number 154873C – Converse All Star Alpha Mid (size 9.5). We received his returned product on 11/15/16 and it was processed as no credit due since the exchange order was previously sent. The time for a return to reach us and be processed is approximately 10-14 business days from the date it was returned. We apologize for the delay. Thank you for your time. Jane Martin Eastbay Customer Service
October
27, 2015RevDex.com of Wisconsin Attn:
[redacted] RE: Complaint # [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Ms. [redacted]’s
account. I am very sorry that she...
has
been experiencing such inconvenience and frustration with Eastbay in regards to
her recent order and return.Eastbay
orders billed or refunded to Canadian credit cards are based on U.S. currency
and refund amounts are not adjusted by our warehouse to reflect differences in
exchange rates. However, obviously Ms. [redacted]’s
situation extends beyond that process, so I am happy to issue her an additional
$50 refund. This refund will be transmitted
to her bank as U.S. funds and should be fully processed by her bank within 5-7
business days.I
thank her for her patience and I am hopeful she will continue to choose Eastbay
for her athletic wear needs in the future. Thank you for your time. [redacted] Eastbay
January 6, 2015
Revdex.com
Attn: [redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed the
information Mr. [redacted]’ account. ...
His
order shipped 12/29 with standard 5-6 business day Fedex SmartPost
shipping. Current tracking on this order
shows that it is scheduled for delivery tomorrow (1/7/14) by the United States
Postal Service, which is the 6th business day. (See attachment.)
Thank you. [redacted]
Kids Foot Locker
April 17, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed [redacted]’s account information. We apologize for any disappointment regarding the shipping error. [redacted]...
[redacted] may return the shoes to us per instructions provided via the following [redacted]k: http://www.footlocker.com/customerserv/help:returnUsInternational/ Since the order was shipped to a forwarding shipping company in New Hampshire, we will not reimburse return shipping costs from China. When using a third party reshipping company, we are only able to refund the shipping fee from the address we originally shipped the package to. We will only pay for return shipping when the item is shipped back from outside of the United States if you have the package shipped to your home country from our warehouse originally. As a one-time convenience, we will refund up to $9.00 USD for the return shipping, as this is the maximum amount allowed for return shipping within the United States. To receive reimbursement for shipping back the wrong item, please provide us a copy of your return shipping receipt that is printed from the register at your post office. Please note the following: 1. We will only refund up to $9.00 USD as a one-time convenience, when the receipt includes a “tracking number”. 2. The reimbursement may go back to the original credit card used on the order. 3. Reimbursement will not be able to be made until we receive the merchandise back and it is processed by our Returns Department. 4. Reimbursement will only be given for the item sent in error. Return fees for unwanted or size exchanges will not be reimbursed. 5. Please send your return shipping receipt to us in the form of an attachment (PDF, JPEG, PNG) to the following email address: [email protected] If you are unable to provide a scanned copy of your shipping receipt, you may fax it to the following: Fax Number: International - 1.715.261.9550 Attention: Jack, eCustomer Care. Subject: Return Shipping Receipt Foot Locker Customer 19166482 Sincerely, [redacted] Foot Locker Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Also I would like to thank you for taking the matter seriously and dealing with the vengenful employee who obviously does not appreciate her position or how she reflects upon the company with her lack of respect and willingness to help and assit customers as is her job and what she is paid to do. I also would like to reiterate, how very helpful the last person I spoke to and she helped me and calmed me down even though at that point I was very upset from dealing with [redacted] and becuase of her I left the whole situation much better then I was after dealing with [redacted]. This employee who helped me should be looked at for management or a [redacted] position as she very much has the proper temperment and respect for her customers even in the face of someone as upset and harsh as I was when I first got on the phone with her, she De-esclated the situation like a pro, and believe me, I know being retired [redacted]. She is to be commended and you can tell her I said so, and you guys are hurting Eastbay by not ultizing such talent you currently hold in your ranks. She is the same employee who gave me the 10 dollar gift coupon for the problem I had with [redacted]. I believe the good as well as the bad should be noted . This employee mattered !Regards,
I have received your correspondence and contacted...
Mr.
[redacted] to discuss his concerns. I forwarded
him the information I received from our Purchasing department related to the
Cascade R Lacrosse helmet recall, as well as the contact information for their
company. They are requesting that all
customers return the helmets directly to them; they will retrofit the helmets
to make them certifiable and return them to the customer within 48 hours.
Mr. [redacted] and I did discuss my sending a possible
replacement, but unfortunately we do not have the correct color that his son
needs. He indicated that he will contact
Cascade to have the helmet retrofitted.
I have entered a refund for his shipping as he is still not able to use
the item he ordered.
November 14, 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 additional comments. All returned products are inspected by our Returns Department. They determine whether a product is acceptable as a return. 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 there was some type of hair inside the shoes, the shoe label on the insole was worn off and the shoes were dirty. 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.” 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
[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,
Margaret [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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I know that these shoes were a limited run, my problem is not being able to get the shoe. My problem is that when I ordered them, they went into the cart, then I had to wait as the message said it was busy processing orders, then when it refreshed it let me pick the size I wanted and let me proceed with the checkout. After checking out I received an email stating that my order is being processed and that the shoes would be shipping 3-5 business days.
August 19, 2015[redacted] RE: Case #10764481 – [redacted] Dear [redacted],I have received your correspondence and reviewed the information in Mr. [redacted]’s account. I have included the information from...
our website explaining our two rush shippingoptions (Next Business Day and 2 Business Days) as well as the details of the 3-4 Business Day service that was chosen for Mr. [redacted]’s order. Any packages that are not sent via rush service do take 24 hours to leave our warehouse, and the shipping time begins with the first business day after shipment.Heather left notes in Mr. [redacted]’s account following their conversation confirming that when they spoke, his order could no longer be changed or cancelled, so unfortunately we did not have the option of changing the shipping method or cancelling the order at that time.I sincerely apologize for the inconvenience Mr. [redacted] experienced with his order and for any confusion regarding the shipping timeframes. I have issued a refund of$5.99 back to his credit card to reimburse him for the shipping costs on his order. (He should allow 5-7 business days for his bank to process the funds back to his account.) Thank you,[redacted]Eastbay
December 5, 2017 Revdex.com of Wisconsin Attn: Stacy [redacted] RE: Complaint #[redacted] (Gary [redacted]) Dear Stacy, I have reviewed Mr. [redacted]’s additional comments. I have contacted our Circulation Operations Manager who has confirmed Mr. [redacted]’s account information has been deleted. Thank you for your time. Jane [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.
Regards,
[redacted]
I apologize that my previous response did not reflect the
correct information from Ms. [redacted]’s account.
Her account notes state that the shipping refund was for her two most
recent orders but I do see that it was actually for her order on 9/17/14.
Ms. [redacted] is correct that our APO/FPO shipper was not
delivering within the appropriate timeframe in recent months; prior to that we
were able to offer APO/FPO customers the shipping cost of a slower service but
still provide faster Priority Mail shipping timeframes. However, when that service was recently unable
to provide appropriate results to our military customers, we began shipping
packages through straight Priority Mail without increasing their shipping
costs.
I sincerely apologize for any inconvenience caused to
Ms. [redacted] on previous orders, and we have made the appropriate changes to speed
up the delivery time for APO/FPO shipments.
As she did not feel a $30 gift card was sufficient to compensate for the
multiple service issues on her orders, I am happy to send an additional $30
gift card. I also checked all orders she
placed in 2014 and I am issuing an additional refund of $17.97 to reimburse all
shipping on those orders that hasn’t previously been refunded to her. (This includes her last order placed in 2014
which did ship via Priority Shipping.)
[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 11989790, and find that this resolution is satisfactory to me.
Regards,
Jaime R
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.
A business cannot claim to want a customer to be 100% satisfied and then make caveats to that claim. Eastbay claims to want customers to be 100% satisfied. Not 80%, not 95%, but 100% satisfied.
Regards,
[redacted]
I rejected eastbay's response because as you can clearly see, they did not own up to their mistake. They did not take responsibility. They just sent some " company line" and ask me to give more effort to make this right. They do not care to make this right. I made it easy for them because in my resolution, I added that I would accept a COUPON that is fair that would give me a discount on my next order. How difficult is that? It should not be difficult at all. How about they look in their system and see how many thousands of dollars I have spent in four years of ordering their product. I also have at least 10-15 gym associates, family members, and friends that are waiting and watching to see how my complaint works out. They spend thousands of dollars as well on ordering from eastbay. If I get screwed over with no fair solution to this, then they have agreed to walk away from eastbay just like I will. Also, my issue with eastbay has hit SOCIAL MEDIA HERE IN PHOENIX, AZ. All of my family, friends, and associates have posted eastbay being apparently a terrible company to order from. My issue is getting a lot of attention. Eastbay needs to make this right with me. I am sure eastbay will notice if all of a sudden orders for their product in Phoenix, AZ goes way down. Could be millions of dollars that they stop receiving from Phoenix, AZ. I am happy that my city is supporting me. Open your eyes eastbay.
I have received your correspondence and reviewed...
the
information in Mr. [redacted]’s account. I
appreciate him contacting us about this situation and I am more than happy to
address his concerns.
When Mr. [redacted] contacted our eCustomer Care department on
2/24/15 stating we sent him the wrong item, we sent a no-charge replacement
order for the correct item as a courtesy and a follow-up e-mail alerting him we
had done so. Typically our customers prefer
this resolution and I apologize that it is not what Mr. [redacted] wanted.
The follow-up e-mail he received is automatically
generated when a no-charge order has been sent and the original order hasn’t
been received back within the normal shipping timeframe. We send it as a reminder to customers who
have received a no-charge so they are aware we haven’t yet received their
return.
In regards to his refund, the most updated notes in his
account (from 3/29/15) indicate that an additional refund for $26.28 was issued
back to his card. According to our
records, this was the amount that was still outstanding from his return and he
has been fully refunded.
I apologize for any inconvenience or frustration this
situation may have caused. I will pass
Mr. [redacted]’s feedback along to our eCC and investigation departments along with a
suggestion that they discuss available options with future customers prior to
placing a no-charge order. Again, we do
this automatically as a courtesy for customers who have been inconvenienced with
a wrong or defective item, but obviously it exacerbated the situation for Mr.
[redacted].
I have documented all information in his account. If he has any further questions or concerns,
he is welcome to contact us at any time.
May 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] M. [redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s order information. The product requested was being processed and shipped from an...
alternate location. The order shipped 4/24/17 via USPS with a tracking number of 94[redacted]. Tracking results via usps.com indicate the package was delivered 4/27/17 at 1:40 PM. We apologize for the delay in processing the order to ship. A $15.00 gift card is on its way to Ms. [redacted] via email. We do appreciate her business and would like her to give us another chance in the future. 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.]
Regards,
[redacted]Still waiting. I don't know where my package is, as shown in the picture.
September 6, 2016 Revdex.com of WisconsinAttn: Stacy [redacted] RE: Complaint #[redacted] – Leeann N. [redacted] Dear Stacy, I received your correspondence and reviewed the information in Ms. [redacted]’s account. I sincerely apologize for...
her inconvenience related to her recent order. Our Claims Department has documented in her account that they explained the delivery investigation process and the importance of cooperating with UPS in order to close the investigation as quickly as possible. As Ms. [redacted] stated she is unwilling to work with UPS on this claim, they have already closed it once without resolution and will continue to do so. Unfortunately we cannot issue a refund or replacement order until an investigation has been properly completed with the shipper, as they have indicated the package was successfully delivered to the customer’s shipping address. If Ms. [redacted] would like us to initiate another investigation with UPS for proper completion, she can contact us at any time and we would be more than happy to assist her. Thank you for your time. Lindsey Customer Care Supervisor Eastbay
January 12, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11815375 (Damon S[redacted]
Dear [redacted], I apologize for the delay in responding as I did not receive the first notification. I have...
reviewed the information in Mr. S[redacted]’s account. Mr. S[redacted] contacted us multiple times prior to us receiving his returned product number 154874C – Converse All Star Alpha Mid (size 10.0). We advised him to allow the necessary time for the return to be received and processed. Per Mr. S[redacted]’s call on 11/9/16, an exchange order number 53265933 was placed at no charge for product number 154873C – Converse All Star Alpha Mid (size 9.5). We received his returned product on 11/15/16 and it was processed as no credit due since the exchange order was previously sent. The time for a return to reach us and be processed is approximately 10-14 business days from the date it was returned. We apologize for the delay. Thank you for your time. Jane Martin Eastbay Customer Service
October
27, 2015RevDex.com of Wisconsin Attn:
[redacted] RE: Complaint # [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Ms. [redacted]’s
account. I am very sorry that she...
has
been experiencing such inconvenience and frustration with Eastbay in regards to
her recent order and return.Eastbay
orders billed or refunded to Canadian credit cards are based on U.S. currency
and refund amounts are not adjusted by our warehouse to reflect differences in
exchange rates. However, obviously Ms. [redacted]’s
situation extends beyond that process, so I am happy to issue her an additional
$50 refund. This refund will be transmitted
to her bank as U.S. funds and should be fully processed by her bank within 5-7
business days.I
thank her for her patience and I am hopeful she will continue to choose Eastbay
for her athletic wear needs in the future. Thank you for your time. [redacted] Eastbay
January 6, 2015
Revdex.com
Attn: [redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed the
information Mr. [redacted]’ account. ...
His
order shipped 12/29 with standard 5-6 business day Fedex SmartPost
shipping. Current tracking on this order
shows that it is scheduled for delivery tomorrow (1/7/14) by the United States
Postal Service, which is the 6th business day. (See attachment.)
Thank you. [redacted]
Kids Foot Locker
April 17, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed [redacted]’s account information. We apologize for any disappointment regarding the shipping error. [redacted]...
[redacted] may return the shoes to us per instructions provided via the following [redacted]k: http://www.footlocker.com/customerserv/help:returnUsInternational/ Since the order was shipped to a forwarding shipping company in New Hampshire, we will not reimburse return shipping costs from China. When using a third party reshipping company, we are only able to refund the shipping fee from the address we originally shipped the package to. We will only pay for return shipping when the item is shipped back from outside of the United States if you have the package shipped to your home country from our warehouse originally. As a one-time convenience, we will refund up to $9.00 USD for the return shipping, as this is the maximum amount allowed for return shipping within the United States. To receive reimbursement for shipping back the wrong item, please provide us a copy of your return shipping receipt that is printed from the register at your post office. Please note the following: 1. We will only refund up to $9.00 USD as a one-time convenience, when the receipt includes a “tracking number”. 2. The reimbursement may go back to the original credit card used on the order. 3. Reimbursement will not be able to be made until we receive the merchandise back and it is processed by our Returns Department. 4. Reimbursement will only be given for the item sent in error. Return fees for unwanted or size exchanges will not be reimbursed. 5. Please send your return shipping receipt to us in the form of an attachment (PDF, JPEG, PNG) to the following email address: [email protected] If you are unable to provide a scanned copy of your shipping receipt, you may fax it to the following: Fax Number: International - 1.715.261.9550 Attention: Jack, eCustomer Care. Subject: Return Shipping Receipt Foot Locker Customer 19166482 Sincerely, [redacted] Foot Locker Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Also I would like to thank you for taking the matter seriously and dealing with the vengenful employee who obviously does not appreciate her position or how she reflects upon the company with her lack of respect and willingness to help and assit customers as is her job and what she is paid to do. I also would like to reiterate, how very helpful the last person I spoke to and she helped me and calmed me down even though at that point I was very upset from dealing with [redacted] and becuase of her I left the whole situation much better then I was after dealing with [redacted]. This employee who helped me should be looked at for management or a [redacted] position as she very much has the proper temperment and respect for her customers even in the face of someone as upset and harsh as I was when I first got on the phone with her, she De-esclated the situation like a pro, and believe me, I know being retired [redacted]. She is to be commended and you can tell her I said so, and you guys are hurting Eastbay by not ultizing such talent you currently hold in your ranks. She is the same employee who gave me the 10 dollar gift coupon for the problem I had with [redacted]. I believe the good as well as the bad should be noted . This employee mattered !Regards,
[redacted]
January 29, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and contacted...
Mr.
[redacted] to discuss his concerns. I forwarded
him the information I received from our Purchasing department related to the
Cascade R Lacrosse helmet recall, as well as the contact information for their
company. They are requesting that all
customers return the helmets directly to them; they will retrofit the helmets
to make them certifiable and return them to the customer within 48 hours.
Mr. [redacted] and I did discuss my sending a possible
replacement, but unfortunately we do not have the correct color that his son
needs. He indicated that he will contact
Cascade to have the helmet retrofitted.
I have entered a refund for his shipping as he is still not able to use
the item he ordered.
Thank you.
[redacted]
[redacted]
Eastbay
November 14, 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 additional comments. All returned products are inspected by our Returns Department. They determine whether a product is acceptable as a return. 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 there was some type of hair inside the shoes, the shoe label on the insole was worn off and the shoes were dirty. 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.” 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
[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,
Margaret [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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I know that these shoes were a limited run, my problem is not being able to get the shoe. My problem is that when I ordered them, they went into the cart, then I had to wait as the message said it was busy processing orders, then when it refreshed it let me pick the size I wanted and let me proceed with the checkout. After checking out I received an email stating that my order is being processed and that the shoes would be shipping 3-5 business days.
August 19, 2015[redacted] RE: Case #10764481 – [redacted] Dear [redacted],I have received your correspondence and reviewed the information in Mr. [redacted]’s account. I have included the information from...
our website explaining our two rush shippingoptions (Next Business Day and 2 Business Days) as well as the details of the 3-4 Business Day service that was chosen for Mr. [redacted]’s order. Any packages that are not sent via rush service do take 24 hours to leave our warehouse, and the shipping time begins with the first business day after shipment.Heather left notes in Mr. [redacted]’s account following their conversation confirming that when they spoke, his order could no longer be changed or cancelled, so unfortunately we did not have the option of changing the shipping method or cancelling the order at that time.I sincerely apologize for the inconvenience Mr. [redacted] experienced with his order and for any confusion regarding the shipping timeframes. I have issued a refund of$5.99 back to his credit card to reimburse him for the shipping costs on his order. (He should allow 5-7 business days for his bank to process the funds back to his account.) Thank you,[redacted]Eastbay
December 5, 2017 Revdex.com of Wisconsin Attn: Stacy [redacted] RE: Complaint #[redacted] (Gary [redacted]) Dear Stacy, I have reviewed Mr. [redacted]’s additional comments. I have contacted our Circulation Operations Manager who has confirmed Mr. [redacted]’s account information has been deleted. Thank you for your time. Jane [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.
Regards,
[redacted]
January 12, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted] – [redacted]
[redacted]
Dear [redacted],
I apologize that my previous response did not reflect the
correct information from Ms. [redacted]’s account.
Her account notes state that the shipping refund was for her two most
recent orders but I do see that it was actually for her order on 9/17/14.
Ms. [redacted] is correct that our APO/FPO shipper was not
delivering within the appropriate timeframe in recent months; prior to that we
were able to offer APO/FPO customers the shipping cost of a slower service but
still provide faster Priority Mail shipping timeframes. However, when that service was recently unable
to provide appropriate results to our military customers, we began shipping
packages through straight Priority Mail without increasing their shipping
costs.
I sincerely apologize for any inconvenience caused to
Ms. [redacted] on previous orders, and we have made the appropriate changes to speed
up the delivery time for APO/FPO shipments.
As she did not feel a $30 gift card was sufficient to compensate for the
multiple service issues on her orders, I am happy to send an additional $30
gift card. I also checked all orders she
placed in 2014 and I am issuing an additional refund of $17.97 to reimburse all
shipping on those orders that hasn’t previously been refunded to her. (This includes her last order placed in 2014
which did ship via Priority Shipping.)
Thank you.
[redacted]
[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 11989790, and find that this resolution is satisfactory to me.
Regards,
Jaime R
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.
A business cannot claim to want a customer to be 100% satisfied and then make caveats to that claim. Eastbay claims to want customers to be 100% satisfied. Not 80%, not 95%, but 100% satisfied.
Regards,
[redacted]
I rejected eastbay's response because as you can clearly see, they did not own up to their mistake. They did not take responsibility. They just sent some " company line" and ask me to give more effort to make this right. They do not care to make this right. I made it easy for them because in my resolution, I added that I would accept a COUPON that is fair that would give me a discount on my next order. How difficult is that? It should not be difficult at all. How about they look in their system and see how many thousands of dollars I have spent in four years of ordering their product. I also have at least 10-15 gym associates, family members, and friends that are waiting and watching to see how my complaint works out. They spend thousands of dollars as well on ordering from eastbay. If I get screwed over with no fair solution to this, then they have agreed to walk away from eastbay just like I will. Also, my issue with eastbay has hit SOCIAL MEDIA HERE IN PHOENIX, AZ. All of my family, friends, and associates have posted eastbay being apparently a terrible company to order from. My issue is getting a lot of attention. Eastbay needs to make this right with me. I am sure eastbay will notice if all of a sudden orders for their product in Phoenix, AZ goes way down. Could be millions of dollars that they stop receiving from Phoenix, AZ. I am happy that my city is supporting me. Open your eyes eastbay.
April
2, 2015
[redacted]
RE:
Case #[redacted]
Dear [redacted],
I have received your correspondence and reviewed...
the
information in Mr. [redacted]’s account. I
appreciate him contacting us about this situation and I am more than happy to
address his concerns.
When Mr. [redacted] contacted our eCustomer Care department on
2/24/15 stating we sent him the wrong item, we sent a no-charge replacement
order for the correct item as a courtesy and a follow-up e-mail alerting him we
had done so. Typically our customers prefer
this resolution and I apologize that it is not what Mr. [redacted] wanted.
The follow-up e-mail he received is automatically
generated when a no-charge order has been sent and the original order hasn’t
been received back within the normal shipping timeframe. We send it as a reminder to customers who
have received a no-charge so they are aware we haven’t yet received their
return.
In regards to his refund, the most updated notes in his
account (from 3/29/15) indicate that an additional refund for $26.28 was issued
back to his card. According to our
records, this was the amount that was still outstanding from his return and he
has been fully refunded.
I apologize for any inconvenience or frustration this
situation may have caused. I will pass
Mr. [redacted]’s feedback along to our eCC and investigation departments along with a
suggestion that they discuss available options with future customers prior to
placing a no-charge order. Again, we do
this automatically as a courtesy for customers who have been inconvenienced with
a wrong or defective item, but obviously it exacerbated the situation for Mr.
[redacted].
I have documented all information in his account. If he has any further questions or concerns,
he is welcome to contact us at any time.
Thank
you.
[redacted]
Eastbay
May 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] M. [redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s order information. The product requested was being processed and shipped from an...
alternate location. The order shipped 4/24/17 via USPS with a tracking number of 94[redacted]. Tracking results via usps.com indicate the package was delivered 4/27/17 at 1:40 PM. We apologize for the delay in processing the order to ship. A $15.00 gift card is on its way to Ms. [redacted] via email. We do appreciate her business and would like her to give us another chance in the future. 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.]
Regards,
[redacted]Still waiting. I don't know where my package is, as shown in the picture.