Eastbay

Review: Back in December of 2013, I ordered a sweatshirt from Footlocker.com (invoice #[redacted]) for my son. We received the wrong color and size sweatshirt. When we went to pick it up from the store, we told the sales associate that it was the wrong item. He informed us that we could not return it, so we called customer support. The representative that I spoke to assured me that I would not have to send the wrong item back, and that she would be sending us the correct item free of charge since it was their mistake. I made certain that she understood that I would not have to send the incorrect item back, and that I would receive the correct item free of charge. She assured me so. Weeks later, I received emails stating that the incorrect item needed to be return. I brushed it off as an error since the representative that I spoke to assured me that I did not have to send anything back. In April of 2014, I received a notice from Foot Locker stating that I would be sent to collections if I did not either pay for the unreturned item, or send it back. I told them that my son had already been wearing it, and I could no longer send it back. They told me that I would be sent to collections since I did not agree to send the item back or pay for it. The person that I spoke to told me that they had no record of the call when I told her to listen to the call (that I was told would be recorded before I spoke to the representative that sent the free sweatshirt) to verify what I was told. It is not fair to tell me that I would not have to pay for the incorrect item, then send me to collections for doing just that.Desired Settlement: I do not owe Footlocker any money, and my invoice (#[redacted]) should not be sent to [redacted].

Business

Response:

Review: I had purchased an item online and needed to cancel it because it was an error. I called within and hour and a half and they refused to cancel my order saying it was already processed. I asked to speak to a manager and was still told they could not cancel the order.Desired Settlement: I want my return shipping paid for because they refused to cancel my order.

Business

Response:

November 21, 2013

Review: On March 15th, ordered a pair of Nike Turbo Shox from Eastbay for my brother who was unable to find them after going to several stores. I sent my brother a photo of the shoe and he informed me that that was not what he wanted. I called Eastbay right back (within 30 minutes) to cancel and was told that once an order was placed, you could not cancel. Spoke to a Supervisor who informed me that they would call the warehouse in the morning and stop the order an that someone would call me back. Well no one ever called me, so when I got home this evening I called Eastbay and the informed me that the order had shipped.I have been ordering online for over 30 years and have never had a problem until I ordered from Eastbay.Desired Settlement: Credit my credit card. Should never have been charged.

Business

Response:

March 19, 2015

Review: I purchased some items online recently and input a Shipping address that was different from my Billing address. The item ended up going to my Billing address. I called customer support and first thing was greeted with a disgruntled attitude. I am guessing that have tons of internal issues which translate to customer issues. I explained my situation and in most cases a "call tag" or a shipping label would have been sent to easily resolved this minor issue, but they had to transfer me to a "resolution rep". This "resolution rep" greeted me with even more of a bad attitude right away, already saying she could do nothing for me. I explain this was in no way my fault and something should be done to rectify it. She just went on say "No, contact someone at the address it shipped to". She said this without even asking if I was at this address, which I was. I am buy this item as a gift for someone, but at this rate, I guess not.Desired Settlement: Resend the items to the correct address.

Business

Response:

May 6, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and would like to address Mr. [redacted]’s concerns regarding his recent order and conversations with our customer service staff. When a customer pays with PayPal, as Mr. [redacted] did, the shipping address will always default to the main address PayPal has on file for the customer. During checkout, the customer is directed to the PayPal site where the shipping address is chosen, and then checkout is completed back on the Eastbay website. The shipping address is the address the customer chooses with PayPal; this is PayPal’s process anytime they are used as a payment method. In regards to Mr. [redacted]’s concerns about the resolution specialist who assisted him, I have forwarded a copy of his complaint to her manager for follow-up. Information on any further action that may be taken is confidential but I can assure Mr. [redacted] that customer service is our top priority and we take these types of concerns very seriously. As his order has been delivered to the address PayPal provided to us for shipping, we are not able to do anything more for Mr. [redacted] regarding his order. If he does not wish to keep it, he is welcome to return it using the prepaid return label and we would be more than happy to waive the $6.99 return shipping fee. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

Consumer

Response:

Review: Tracking Number: [redacted]Cr: [redacted]Order Number: [redacted]Shipping Date: 12/29/2014Ship Method: Standard ShippingDate/TimeActivity Location12/31/2014 - Wednesday8:53 pmIn transit[redacted]1:39 amDeparted FedEx locationThis package has been lost and kiddsfooklocker has not taken any action to see that I receive the shoes or my $70.35 back ? Delivery date by FEDEX was 01/03/2015 ?Desired Settlement: Receive my $70.35 refunded or shoes replaced which ever is fastest.

Business

Response:

January 6, 2015

Review: I've been registered with footlocker VIP since march and haven't received my first coupon yet to receive $10 off. I've called several times and the reps will say they will send it out but I haven't received it. It's been 5 months and I still didn't get my joining coupon. If they will fasley mislead customers then I won't shop here or with any footlocker affiliates.Desired Settlement: They need to resend my $10 off and add a gift card for the inconvenience

Business

Response:

August 5, 2013

Review: I ordered a pair of Special release shoes from Eastbay, a company I am not only a loyalty club member at, but more over spend a decent amount of money at annually, and the product I received was damaged. The shipping container was in good shape, and had no issues, however, when opening the box, the shoe box itself (for shoe releases like this, the shoebox has significant value associated with it, both in monetary and sentimental form for those who collect shoes) had significant damages, it appeared that someone dropped it, stepped on it and or it got smashed somewhere. The shoes themselves appear to not be damaged, however this has yet to be determined 100%.

I contacted Eastbay twice regarding this, once via chat and second via phone, both with the same outcome. They do not replace boxes nor does that count as a defect. I then proceeded to contact Nike directly regarding the issue, and they directed me back to Eastbay as they were the reseller that handled the order.

Eastbay has generally always exceeded my expectations, and are a great representation of the state I live in as they are a Wisconsin based company, however, this case was a shame, as I am sure many of their employees know that Releases such as Retro Jordan releases, are expensive, hard to get, and the box is very much a part of the purchase.

Product damage images are available upon request.Desired Settlement: I understand that collectable shoes come with those who scam to try and get free replacements, I am not trying to do this, I simply would like them to acknowledge the issue, address it accordingly and not disregard the claim as something they cannot address. The pair of shoes after tax cost well over$200, and they cannot be simply exchanged or returned and purchased elsewhere as they are sold out. With that, I would like them to atleast mend this bad transaction, as like I have said before, they have always had standout service, and this time around, I am very disappointed, in not only the transaction, but more over their handling of the issues. If they are unable to get a new product and or box, then the very least they can do is compensate for this, as it was clearly shipped damaged, rather than being damaged in shipping.

Business

Response:

April

15, 2015

Review: I have contacted eastbay numerous times over the past two weeks to make a return. They have been telling me that they have sent a return label and refund but I have yet to receive either. The customer service reps are always rude and it's almost like they refuse to send me a return label and my refund. I have contacted PayPal and notified them also because my payment was through them.Desired Settlement: I would like a full refund and an apology from eastbay for this

Business

Response:

November 16,

2015RevDex.com of Wisconsin [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 inconvenience he

has experienced with our company while trying to make his return.His account

shows that his account has been placed with [redacted], a resolution specialist who

provided the PayPal confirmation number for his refund and confirmed that he

received a return label on 11/13/15. At

this time all Mr. [redacted] needs to do is send the item back and his account will be

updated.Again, I am

very sorry that he had such a poor experience with us. We greatly appreciate his patronage and look forward

to giving him a better experience in the future. Thank you for your time. [redacted] Eastbay

I placed an order through team services online on November 6th, hoping that would leave plenty of time to receive this item for my son for Christmas. I received an email stating the item was on back-order two weeks from the date ordered. I called and they stated that the item was two weeks from the date that my sons high school baseball team closed their online store orders which was November 20th. I made a phone call and was transferred to team services, they transferred me back to the same department, after waiting over an hour to talk to someone, I finally talked to a customer service agent at team services and they assured me the item would arrive before Christmas and should be shipping the first or second week of December. I called again on December 9th to check again and the customer service agent tells me the items wont be completed until December 20th and ship by December 23rd. I have now received an email and talked to two different customers service agents and gotten three different answers. The customer agent today told me I could get a refund if I wanted and that is not what I want, I want eastbay to make right with their services. The agent is going to refund the shipping cost but that doesn't really help, when myself and my mother ordered items for my son for Christmas. The agent is also checking to see if our items can be expedited, but wasn't sure if he could help with this at all. I would like eastbay to review their procedures of communication and in the future if you don't have an item or have it ready by the date you say, you should keep your customers informed or put a date that you have to order by in order to receive it in a timely manner. I am thoroughly frustrated with this company and I don't think I would ever order from them again which is too bad, because I have 5 kids that are all involved with team sports and I like to order or shop from stores and businesses in Wisconsin whenever possible. I would definitely never recommend them to anyone else.

Review: I purchased goods using my bank account (debit card), I was not satisfied with the order upon receipt. I sent an email to Eastbay asking about the cheapest way to make a return. Instead of telling me the cheapest way to make a return, they sent me replacement shoes and an email with a prepaid UPS label. I needed to return almost everything I bought, the UPS label was for only 1 item. I did not request a replacement for shoes. I was forced to pay out of pocket in order to return the items. After Eastbay received my return they sent me an intimidating email. They processed 1 exchange for a pair of shorts and a refund for the other goods. They failed to send me an email regarding the refund amount. They just sent me information on the exchange. I then called Eastbay twice to try and figure out why I did not receive an email regarding the refund amount. Nobody could tell me why. They sent me an email stating they will let me know via email the refund amount, but they have not let me know. I was told over the phone my refund is "$213.05" this amount is incorrect. My refund should be much higher than that amount. After speaking to another Eastbay employee, I was then told the amount is closer to 260 dollars. I have not received any formal statement about my return. Eastbay has told me they will send me an email regarding my return, they have not. I talked to someone again the next day and they told me my refund is back down to 213.05 USD. This is not the correct amount. Still no email, still no refund. I shouldn't have to chase down employees and managers to resolve this issue.Desired Settlement: Apologise for the intimidating email.

Don't/ Stop send(ing) customers emails regarding your policies and how much you appreciate our (consumers) business, when you can not live up to the emails you send.

Correct the refund amount. Refund my money and stop holding on to it.

Contact me properly and address the issue.

Stop sending me "junk mail" I never asked to receive mail from you.

Business

Response:

April

2, 2015

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.

Eastbay

Consumer

Response:

I have reviewed the response made by the business in

reference to complaint ID [redacted], and find that this resolution is

unsatisfactory to me. The customer service representatives refused to

let me speak with a manager or supervisor. I had to continuously call

Eastbay and state my claim to no avail. I believe the recipient of my

letter missed the point. It’s not about receiving a pair of shoes.

It’s the trickle-down effect that took place after the

customer placed his order along with the complete lack of morality.

Not answering a simple email and taking it upon themselves to send me

a replacement item without my knowledge, was the start of their

destructive, deceptive, deceitful, negligence. Upon returning the items,

Eastbay could not confirm, nor deny which items they received from me. Eastbay

claimed they received some, but not all items, later claimed they received all

items, then made it ''clear'' to me that they refuted every pervious claim and

there were indeed missing items. Eastbay did insinuate I am not good at

math along with other numerous insinuations, when I was actually right from

start to finish. The errors were from their end and not from mine. Eastbay does

ignore the emails that I send, and they contradict statements made in their own

emails. They claim they will respond to your email in 1 day, or 2 days or 3

days, but they have not lived up to their word. They claimed that once they

receive the goods sent by myself, they would send an email with the refund

amount to my inbox. They claim, they claim... Unfortunately, Eastbay has not been held accountable

for their actions and they have failed to live up to their standards

and policies. After playing hide & seek (I was the seeker), phone tag

(I was the one making various calls), and cat & mouse (I was the cat), I

have received an amount that Eastbay previously owed me. Being

discriminated against and belittled, over funds that are rightfully yours is

something that should never ever happen. Their seemed to be other reasons

Eastbay put me through Hell, besides me wanting a refund. I am truly

heartbroken, and have lost all morale. There is no reason to address sending

a replacement item to a customer in a board meeting or

whatever about a replacement item you “intend” to discuss. In

order to satisfy the imagination of your make-believe interpretation of this

issue, you want to make it seem as if sending a replacement item to an

unknowledgeable customer is the basis of the issue and the root of the cause.

When in fact the claim form on the Revdex.com website was not easily accommodating to

a malpractice as complicated and sophisticated as the one masterminded by

Eastbay and experienced by myself. Again, it is the lack of communication,

ignoring the customer, ignoring emails, phone calls, online chats, and the

general concerns the customer has. As well as,

sending falsified statements via email to the inbox of your

customer. The mistreatment of your customer, when he made every effort to

address the situation properly, is saddening. Discriminating against your

customer and misleading him, is sickening and might as well be illegal. Revdex.com should really look further into the business

practices of Eastbay. Revdex.com needs to investigate this further. These types of

situations are avoidable and beyond unprofessional, time consuming, and

frightening. I was refunded the amount that was owed to me based on the items

I purchased. I was not, however; refunded for my time, and for

the intimidation on behalf of Eastbay. I wasn't refunded

for being bullied and treated as a thief. I wasn’t refunded for

being putdown and made to feel inferior. I wasn’t refunded for

being discriminated against. This was a really frightening experience. To make

matters worse, a refund is just a sincere apology. Eastbay failed to

acknowledge and admit their faults. It's very, very, very, saddening. Eastbay

made me feel less-than-human from the experience they purposefully put me

through. Regards, [redacted]

Review: I was lied to and persuaded by [redacted] my sales rep to make a order she could not deliver on time as she promised there was a high level of unprofessionalism no communication. Poor Business Practices. Saving Our Sons Warriors Basketball Club spent over $900 for jerseys they dont have and dont know the status of. Tyler and Renee were very helpful but their was a 3rd Rep whose attitude was not professional at all.Desired Settlement: Fulfill order by March 18th 2016 &

Sponsorship & Donations for Saving Our Sons Warriors

NEED HELP GETTING KIDS SHOES & ACTIVE FAITH BACKPACKS: 2 WAYS 2 GIVE DIRECT DEPOSIT REGIONS BANK OR GO FUND ME!!!!!

12-KD Trey 5 III ($79.99)

Product#49377606

Saving Our Sons Warriors Basketball Club

Go Fund Me Please tap to donate- http[redacted]

Business

Response:

March 15, 2016 Revdex.com of Wisconsin Attn: [redacted] Juedes 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I received your correspondence and reviewed the information in Mr. [redacted]’s complaint. I appreciate him bringing his concerns to our attention so we could look into them further. I forwarded Mr. [redacted]’s complaint to our team sales department and requested more information from [redacted] and her supervisor, Tyler. When Mr. [redacted] spoke with [redacted], a quality assurance agent was monitoring the call. She confirmed that [redacted] gave accurate information about our decoration process to the customer. He did not provide [redacted] the custom logo for the order until 3/8, which caused a delay in getting the artwork produced. Once the artwork was given to [redacted] she submitted it to our art team and it was produced within our normal 24-72 hour turnaround time. Both [redacted] and the quality assurance agent confirmed that [redacted] never promised or guaranteed a delivery time to Mr. [redacted]. They did state that he was not pleased with her responses and requested to speak with leadership, who provided him with the same information. Mr. [redacted]’s account notes, which were documented following his calls, state that he was advised that decorated orders can take 3 weeks or longer to receive, and that we could not guarantee an in-hand date of 3/18. Thank you for your time. [redacted] Customer Care Supervisor Eastbay/Foot Locker

Review: On October 5, 2013 I ordered a pair of shoes that was releasing that day. At the time I was sent an email saying that the product would be shipped out in 5-6 days. I called Eastbay on October 15th and was told that the item was still showing backordered for October 6th. I was persistent in explaining I had yet to receive the item, not notification that it had even been sent out. A manager was brought into the situation and I was then told the item is actually showing it wouldn't be in stock until November 1st. On October 29th, I was notified by my credit card company that a "suspected fraudulent charge" was attempted to be made on my account. It was from Eastbay. I approved my credit card company to complete the transaction. At this time, I called Eastbay and was told that the item was cancelled due to not being able to complete the charge, but there were two items left in stock in the size I wanted and that I could go a head with the purchase. I informed that lady I spoke with that I would like to go through with that transaction. She told me it was still being denied. I immediately called my credit card company and they informed me that everything was set up to where the transaction should go through. In the mean time I received an email stating that my transaction was accepted. I called back to Eastbay and a different person said that that was inaccurate, and that it was still showing cancelled. She then attempted to run the charge and she said it was successful. I then received another email saying it was denied. I called back several times, with the end result being told that my item was son hold and I would be receiving it within 5-6 days. Today, on November first, I received an email stating my order did not go through. I called and I was informed of the same information. By this time the product was sold out. I have waited approximately 27 days on an item that I was expecting to receive, with no success. I have never been so disappointed in a company, and the way this situation was handled.Desired Settlement: I feel that I should be compensated for this issue. I have been awaiting this product to give as a special gift for months. I waited for over an hour on the day the shoes came out in attempts to ensure the item was placed in my shopping cart. I wasn't told until weeks later that the item was never sent out due to being backordered. I was told several different things by several different people. I also received many inaccurate emails from the company. I wanted this item as a gift for my boyfriend for his birthday, but did not receive it in time. And due to the cost of the item, it was not a possibility to just go and buy another gift because I was expecting to be paying over $200 to Eastbay. I have never had an issue like this with a business. I am very disappointed with Eastbay. I have been a faithful customer at businesses such as Foot Locker, Foot Action, Champs, etc. I was referred to your company and hoped to have a good experience, but unfortunately that was not the case. I would still like to receive this item ASAP. I am tired of getting the run around.

Business

Response:

November 5, 2013

Review: I received my shoe order (25473645 last week; My daughter wore her cheer shoes to

2 practices. She had complained that one of the shoes was tighter than

the other. I didn't realize until tonight that one of the shoes is a

different size. One shoe is a size 13 and the other is a size 1.

I sent an e-mail to customer service last night and received a response this morning indicating that the shoes have to be in "like new" condition to be exchanged. Since she wore them to 2 practices, they can not be exchanged.

Please note that my daughter is 6 years old so it is hard for a 6 year old to determine that her shoes were 2 different sizes. I would assume that when I order shoes, they should both be the same size.Desired Settlement: I would like to exchange these shoes for 2 shoes of the same size.

Business

Response:

May 18, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed Ms. [redacted]’s concerns. I contacted her to apologize and confirm I am sending a no-charge replacement order for the correct item she ordered. She confirmed this is a satisfactory resolution and will mail the defective shoes back to our warehouse. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

We ordered a $259 baseball glove from eastbay December 4th as a Christmas gift. After getting a back order email, then another and another we still have not received the glove as of March 7th. When I called to ask about the status and what they could do for me for being so patient I was told they could cancel the order.

I would NOT recommend this business any longer, to anyone. I have been a customer of Eastbay for many years, having difficulty finding shoes in my size, 15 mens. This last experience has been so negative I will never use them again. I will pay higher prices for even some semblance of Customer Service. I ordered two pairs of shoes, Nike running shoes and Reef Flip Flops. My order was completed and the email from them said it had processed. A few days later I received another email, saying that my order was being shipped out. I went to the shippers site, to see about an expected delivery date, and found that part of my order had not been shipped. When I contacted Eastbay, via instant message, I received no apology, no offer to replace what was not shipped and no resolution. I was told that the item, the Reef flip flops, was "out of stock" and there was no time frame for when it would be. I voice my dis-pleasure, asking why no one had bothered to contact me in any way, to let me know that was happening. I received no answer from the "Customer Service" worker. I did get an email the following day, letting me know I could get 10% off my next order. I received a box in todays mail, thinking it was my Nike Running shoes. Upon opening the box, I found it to contain Addidas Training shoes, in a size 10. Upon calling "Customer Service", I was initially told they would send out the correct order immediately, but after a few minutes, I was told that that shoe is "no longer in stock". Once again, instead of being notified by the company, half my order was cancelled, and the other half was COMPLETELY wrong! When I told the employee I was done, that I wanted to cancel the last half of the order and wanted a refund of my money, I was now told I will need to wait "up to three weeks" for that money to be returned to my account. They have no issue taking my money, but I have to wait nearly a month to get it back when they can't get an order correct. I will NEVER do business with Eastbay again. They have LOST a valued customer due to their own inability to due business in an appropriate way. Additionally, I will recommend to all those I previously sent to them, that they too no longer do business with Eastbay.

employees disrespectful behavior towards other employees continuous foul language and inappropriate behavior when asked if they hold meetings about professional conduct the reply was no when reported nothing was done.

Review: On 12/1/14, I ordered a pair of shoes: Nike Shox Deliver - Men's Black/Black Size 13. These were for my husband. He works in an office, but walks nearly all day, so he wanted a pair of comfortable, long-lasting shoes that would also look professional. We received the shoes, but one shoe makes a squishy air sound when he walks. My husband is concerned about how quiet his office is and if he will be reprimanded about the sound of that shoe as he's walking through there throughout the day. However, his primary concern is if the shoe will deteriorate quicker due to improper construction. We paid a lot of money for these shoes - more than we really ever pay for shoes - and we would both be highly disappointed if one of them didn't last as long as they are intended to last. We've had Nike Shox before, so we both know how durable and long-lasting they are.

Since this is clearly a defective item, we opted to send them back for a replacement pair. I emailed Eastbay via their online Customer Service Email contact ([redacted]) explaining the situation and asking that they let me know how we should go about having the item replaced. The response I received stated that "if you would like, you can send the product back to our Returns Department for further inspection. It can take 1-3 weeks for us to receive and process your return." It then specified what we would need to return, and at the bottom stated "You may choose to pay for an exchange order if you need the replacement as soon as possible, and you can be refunded pending the results of the inspection."

I did not find this as satisfactory customer service at all. We would basically be out of the shoes (and money) for over a month (it's the holidays...seriously, maybe even longer than that) while they "inspect" the shoes? Maybe other companies have spoiled me, but there have been multiple other companies I've done painless exchanges with - whether I ordered the wrong size, the item was defective, or it was under warranty and quit working. Regardless of the issue, the most I've had to wait is until the company received the item, and then they sent the replacement. But in Eastbay's case, they wanted us to also wait out the investigation process? That seemed odd to me. And what if we purchased a second pair so that we at least had some shoes for him to wear during that timeframe and then Eastbay determined that a squishy air sound was not defective according to their books? Then, what? We've paid for 2 pairs of shoes, of which only 1 pair can be used? This defect isn't our fault at all. Not even in the slightest bit. I'm not saying it's Eastbay's fault, as the fault would lie with Nike as the manufacturer, but still...the process is far too lengthy to consider that good customer service.

After expressing these feelings in another email, the response I received was what I should have expected. The representative explained the process and gave some sorry story about that it's in the consumer's best interest, though not at fault, to wait out the process, etc. I responded that I understand that the item should be returned. My complaint is not with that at all. My complaint is that whether I receive the replacement upon their receipt of the item or after their 3 week inspection, I still receive a replacement and they still have to deal with the manufacturer regarding the issue (or so I assume). So why am I waiting for their investigation? I feel that I'm being put on trial and deemed guilty, and am now having to prove my innocence to them. That's honestly what it feels like. They can check the tracking. We received the shoes the day before I emailed them of this complaint. Clearly, the item is defective. And guess what? Even if the item ISN'T defective (by whatever determination they use), they can still turn around & sell the shoes to someone else. They're still new!

So after I sent that email, the response I received this time was absurd! The "Customer Care Representative" copied and pasted the last email they sent to me and clicked "send". Seriously? Real classy. Overwhelmingly exceptional customer service right there. That "[redacted]" should be reprimanded for that, but I doubt he will, since each person that's responded has been someone different and none of them had been helpful.

Finally, though, I got a response from [redacted] I., another customer service representative. This time, however, she actually provided me with some quality customer service. I would love to figure out how to commend her and let her supervisor know how much I appreciated her, but the email system they use is clearly flawed. [redacted] expressed her deepest apologies for the prior email I had received (the copied & pasted one). She re-explained their process and why they operate that way. While I still do not agree, she at least was speaking to me as a person. She also stated that she had spoken with her supervisor who authorized an expedited shipping label free of charge to help speed up the process. I was very thankful toward [redacted] and requested that I continue dealing with her from that point forward. I asked a couple more questions so that I thoroughly understood what would happen in each possible scenario before deciding which route was the best for us to take.

Unfortunately, the response I received was not from [redacted], but from someone else who stated they cannot forward my email to [redacted]. The person answered my questions, though. At that point, we determined that we would be better off returning the shoes and waiting out the process, but wanted to apply our expedited shipping label to our return of the shoes. I emailed Eastbay that exact request. I received a response stating the shipping label would be sent to my email address within 24-48 hours.

I just received it and go figure - it's for UPS Ground. How is that expedited shipping? UPS Ground is the slowest, cheapest shipping option available. Clearly, only [redacted] and her supervisor were actually willing to help me.

Once I received that, I determined that I should just contact Nike directly to see if they could help. Nike's customer service is exceptional and was gladly willing to help in this case. However, the representative let me know that they discontinued production indefinitely of that shoe, and they had none in stock. So what would happen is we would receive a product voucher for the full retail value of the shoe. Unfortunately, my husband wanted this specific shoe because it was the only one he found that looked professional enough. So that's not really an option. The representative apologized, but I completely understand that there's nothing she can do.

But finding out that the shoe is discontinued put a light bulb in my head. So I went onto Eastbay's website to see if they had that shoe in stock. While they have the shoe in stock, they DO NOT have any more of that size in stock? So this entire time going back and forth with Eastbay's customer service was a waste of time. I did call them to ensure that what was reflected online was correct. I again got someone with attitude (because I couldn't hear her properly), but she confirmed that size was no longer in stock. Eastbay looked up my order number for me because I didn't have it on me when I originally emailed them. They did not once inform me that it was out of stock. So if I had sent the shoes back, what would they have done? Said they were defective, apologize, and send them back to me because they don't have a replacement pair. It's not like I expect them to magically pop a pair in the correct size out of the air, but it would have been nice to have saved all this time and back and forth and headache with their ridiculous customer service.

So now I'm stuck with this defective pair of shoes. All I ask is that I receive some sort of compensation for having to keep a defective item. Stores sell "refurbished", "blemished", "defective" items for a discounted price, so that consumers aren't paying so much for an item that is not what they expected. That is why I'd at least like that same courtesy, especially after all that I feel I've been through.Desired Settlement: All I ask is that I receive some sort of compensation for having to keep a defective item. Stores sell "refurbished", "blemished", "defective" items for a discounted price, so that consumers aren't paying so much for an item that is not what they expected. That is why I'd at least like that same courtesy, especially after all that I feel I've been through.

Business

Response:

December 19, 2014

Review: Eastbay is lying to APO customers about the method of shipping they are using. They are telling them they are using priority mail when they are in fact using parcel post. Instead of mail taking a week to get here, it is taking seven to eight weeks. When I contacted them about it, they completey ignored that portion of my email. Briefed me on how APO mail works when I am completely aware of how it works. I have lived here for six and a half years and well aware of how it works. Priority mail takes one week to arrive, parcel post takes six to eight weeks. They also ignored the order I contacted them about and brought up another order. The customer service rep was zero help.

I have pictures of the box and the email proving they said it was sent priority and it wasn't.Desired Settlement: Eastbay needs to be upfront about the method of shipping they are using and a refund would be nice. Charging me for priority mail when they did not ship priority mail is wrong.

Business

Response:

January 8, 2015

Review: On Nov 25,2014,the customer service promised to refund me $ 479.93. But I haven't received yet.Desired Settlement: Honor his promise.

Business

Response:

January 27, 2015

Review: We ordered an item from Eastbay, and when it was on backorder canceled the item with Eastbay.Months later we were charged for that same order. When I called, several customer service personnel confirmed it had been canceled, and their payment department reversed the charge. Now we have been sent to a collections company for this same canceled order.Desired Settlement: We would like to be removed from collections, and for Eastbay to honor the word of the multiple customer service people we spoke to who advised us the order has been canceled.

Business

Response:

May 27,

2015

Revdex.com of WisconsinAttn: [redacted]

RE: Complaint ID #[redacted] – [redacted]