Eastbay

Review: I ordered a pair of shoes and they said they were delivered but I didn't get anything. I've been going back and forth between UPS and Eastbay for about 2 weeks looking for my refund. I still do not have s clear answer for whether or not I will get a refund regarding the situation.Desired Settlement: I desire for the business to issue a full refund for my loss.

Business

Response:

August 18, 2015[redacted] RE: Case #[redacted] – [redacted] Dear [redacted],I have received your correspondence and reviewed the information in Mr. [redacted]’s account. UPS previously advised us that they closed the delivery investigation on Mr. [redacted]’sorder because his voicemail inbox was full and they were unable to leave him any messages. We were able to successfully complete the investigation and today we entered a refund of $197.98 for the package. Mr. [redacted] should allow 5-7 business days for his refund to be processed and his bank to post it back to his account. Thank you,[redacted]Eastbay

Consumer

Response:

[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.]

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,

Review: I ordered headbands from eastbay on 2/11/2014 and according to their shipping logs listed below, it says that my package was undeliverable, which means no attempts were made. I contacted eastbay and asked could that reship my items back to me since it was no fault of mine, and I was told by [redacted] employee#[redacted] that she could send a message to the warehouse but there were no guarantees that would get my order back. She stated that the items I ordered could not be reordered. I ORDERED AND PAID for those items and to say that I can no longer get them is UNACCEPTABLE!!

18 Feb 2014 20:30 Package undeliverable. Contact sender [redacted] 18 Feb 2014 08:42 Package out for post office delivery [redacted] 18 Feb 2014 08:32 Package Sorted by local post office [redacted]

18 Feb 2014 08:09 Received by the local post office [redacted]

15 Feb 2014 20:06 Package processed by Post Office [redacted]

15 Feb 2014 20:02 Package processed by Post Office [redacted]

14 Feb 2014 13:11 Shipment Info Received by Post Office [redacted]

Date Description Location

Feb 15 2014 Package transferred to Post Office [redacted]

Feb 14 2014 Ready for post office entry [redacted]

Feb 14 2014 Package received by dest ** facility [redacted]

Feb 11 2014 Package transferred to dest [redacted] Feb 11 2014 Package processed by UPS [redacted]

Feb 11 2014 Package received for processing [redacted]Desired Settlement: I WANT THOSE HEADBANDS I CANNOT GET THEM ANYWHERE ELSE THEY ARE SOLD OUT!! GIVE ME WHAT I ORDERED & PAID FOR AND PLEASE USE UPS AND NOT THE UNITED STATES POST OFFICE!!!!!

Business

Response:

Review: I needed shoes for my daughter for Sunday November 16th so went shopping on the morning of Monday 10th. I paid extra for expedited shipping because the site says shipping is 3-4 business days. Today is four business days and I called the company and they tell me the shoes will arrive on Monday 17th, which is a day late for my daughter's competition. When I called the website the rep told me that the shipping time doesn't include the processing time so there was nothing they could do. I spoke to a manager and he insisted that Monday is four days even though I ordered on Monday. I told him if they state 3-4 days shipping, it should come in 3-4 days.

If Eastbay really cares about their customers and wants repeat business, they need to change their website so that the shipping times include the processing time - otherwise they are misleading and being untrustworthy. They don't care enough about their customers to be transparent and honest. I will never use them again.Desired Settlement: If they care about their customers, be honest and include processing time in the shipping times. A customer who pays $14 for shipping does NOT expect to wait a full week for the item.

Business

Response:

November 19, 2014

Review: I use to order from this company all the time but lately their customer service has significantly gone down hill. First there was a situation when I ordered a pair of shoes for my daughter birthday gift; they sent me adult shoes that were nothing like what I ordered than they claimed that there was nothing that they could do when I called to complain because the shoe was sold out so my option was to just send the shoe back and they would process a refund. That happened twice. Then there was a time I called customer service to ask a question and the only response I got from the representative was nope and I was hung up on. When I complained about this unprofessionalism the individual that I spoke with sounded uninterested in what I was telling him and just offered a dry "I apologize". Then there was the incident when I purchased several pairs of shoes for my godson's birthday and I was called because Eastbay wanted to "verify" my purchases but all that was questioned was whether I was a reseller. I was continuously asked whether I was a reseller even when I told them no and offered them the information for who I was purchasing the items for which was none of their business I was still questioned as to whether I was a reseller. I was contacted while at work and repeatedly accused of reselling shoes and was insulted because I didn't know the address off the top of my head that I was sending the gifts to. Then there was the incident today I purchased my husband some shoes that he has been asking me for. I received a confirmation email and payment was taken but when I contact Eastbay to just verify my purchase I was told that my order didn't download into the system and there was nothing they could do about it and no solution was offered or attempted. I have been a loyal costumer but it seems that they truly don't care about good costumer service or conflict resolution.Desired Settlement: I want this company to honor my order and issue an apology for the lack a professionalism and costumer service this company has displayed lately.

Business

Response:

December 23, 2014

Review: On August 2nd I ordered a pair of shoes from eastbay. The shoes came, were too small, and I sent them back for a REFUND. In the meantime, I had to order another pair that fit. I was charged for the 2nd pair. I sent the first pair back on August 7th and STILL am awaiting my refund. I have called the company 6 times and people have assure me I am going to be given credit. I have NOT been giving credit and in the meantime.....ANOTHER pair of shoes have showed up. I DID NOT WANT MORE SHOES. I simply wanted my money back for the pair I sent back. I have the reciept from the post office showing that I did indeed return the shoes. The customer service is very inept and can't even tell me why I haven't gotten my money back yet. I am trying this before I got o my bank for an unauthorized charge. Please help.Desired Settlement: I simply want my 39.99 back form the pair of shoes I SENT back.

Business

Response:

September 11, 2015[redacted] RE: Case #[redacted]Dear [redacted],I have attached our response to this complaint.Thank you,[redacted]Eastbay

Review: I have purchased one order on [redacted].com in [redacted],my cr is [redacted] and the order number is [redacted].The items I bought are two pairs of the ASICS GEL-QUANTUM 360 RUNNING SHOES in same color and same size(color: Hot Orange/Black/Blue,size:US8.5),the total price is $[redacted].

The record on [redacted].com shows that the seller sent both of the shoes via UPS in [redacted],the tracking number is [redacted].

But actually they just sent one pair of the shoes,because when the package arrived on my freight forwarding company they always take pictures with my items and a weight number with the scale,I saw one pair of shoes in the package box and the weight is 2.6 pounds,so I went to the [redacted].com to check the shipping weight and I found the same weight in [redacted].com.This 2.6 pounds weight absolutely not in two pairs shoes,because in [redacted].com the weight online shows 11.9 oz for one shoe,then one pair of the shoes should be 23.8 oz,and two pairs of the shoes must 47.6 oz,converting to pound is 2.97 pounds,however,this is just the two pairs shoe's weight not conclude the shoe box and packages,so when you plus the boxes and packeges the total weight will be more heavier than 2.97 pounds.In this case,the 2.6 pounds package must not include two pairs of this shoes!

At that time I contact [redacted].com via E-mail to confirm if they just sent one pair of the shoes,but they replied me that their records shows both of the items were sent to the address which I supplied and the package actually 2.6 pounds in one package.This is such an unreasonable answer!

So I contact them again and again,but in any case they still don’t want to solve the problem or take a deeper investigation although the evidence is so obvious.

Please help me with this,if you need any evidence I can provide just tell me,I can also provide all the E-mail history records between [redacted].com and me,thank you very much!Desired Settlement: I just want [redacted].com refund me one pair of the shoes which they did not sent to me.

Business

Response:

February 17, 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 the information in Mr. [redacted]’s complaint. I have refunded his credit card $[redacted] for the item missing from his previous order. He should see this credit post to his account within 5-7 business days. Thank you for your time.

[redacted] Customer Care Supervisor [redacted]

Review: I attempted to make a purchase at this company a few months ago. However, they sent my items to the incorrect address. I was not satisfied with their response and I asked that they return my money. They agreed but they sent my refund to the incorrect address again. I clearly explained to their resolution department that the correct address is the address that is listed on my personal check and the invoice I used to place the order. I am very frustrated with how they handled this matter.Desired Settlement: I would like a complete refund of all my money.

Business

Response:

April 21, 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 the information in Mr. [redacted]’s account and I apologize that he has not yet received his refund check. He actually has two different Eastbay accounts with two different addresses, and his refund check was being mailed to the current address we had for him, which apparently is incorrect. I have notified our accounting department of the correct address for Mr. [redacted]’s check so they can mail it out again if it is returned to sender. Since a check has already been mailed to him, we are not able to issue a new check until the original one is received back. Thank you for your time. [redacted] B. Customer Care Supervisor Eastbay

Consumer

Response:

Worst experience ever with this company and its only my second time ordering with them. I ordered my son his sneakers 8 days ago and because Spent over there minimum comes with free shipping and well I never got my product and the post office claims they attempted to deliver it but they did not I have been outside my home at the times they said they attempted to deliver the package that . I asked for the order to be canceled since the post office still has the items they cant cancel it I have to wait till they ship it back while they have my money still that is crazy they can call the post office they are the vendor why do I have to go through changes in order to get my product.

DO NOT ORDER FROM THIS TERRIBLE, CHEAP COMPANY! They are terrible, they're bait n switch and customer service reps are the actual worst I've ever dealt with. STAY AWAY!!!!

I always have problems with returns/exchanges and fees. I would not recommend buying from Eastbay.

Review: On 11/15/13 I placed an online order for a pair of sneakers. When I completed the purchase, I realized that my delivery address information didn't change. I immediately called Eastbay to have the delivery address changed, the operator seemed to be confused, so I asked would it be easier to just cancel the order. They said the order would be cancelled, so I placed another order for the same item. Turns out that the order was not cancelled, it shipped to the wrong address. I made several attempts through the post office to locate the package, the post office was no help. In tracking the package that was sent to the wrong address, the tracking shows "accepted" not delivered. I never received the order. I disputed the charge through my bank which was closed because the tracking shows "accepted" not delivered. On the tracking to the correct address it shows the package as being "delivered". I need a refund, the order was never received.Desired Settlement: Refund my credit card in full for the purchase price.

Business

Response:

Review: I ordered shoes from Eastbay on the April 27th. I reached out via email to Eastbay for a shipping update on 5/5/2014

On 5/6/2014 - I would told by Eastbay, " we sent the shoes, we don't control the post office you should give them a call."Desired Settlement: I would like my item delivered, or a complete refund issued.

Business

Response:

Review: made a online purchase at eastbay on 8-10-15. since I needed the items ordered before the next week I selected the shipping 3-4 day delivery for 5.99. Got a email on the morning of 8-11 stating the shipment would be there on 8-17.

I immediately called eastbay customer support and spoke with a "heather" whom advised me that there is up to 24 hours or "processing time" and the package will still be there in the 3-4 day limit. If I chose to expedite my order and its says 3-4 days I expect to receive my items within 3-4 business days. I then told heather no problem I will have to cancel this order and buy the items locally because I need them, she said I could not cancel my order at this time. I asked if it was possible to speed up my order and she also stated no. I will no longer do any business with eastbay and will tell all my friends and coworkers what terrible customer support they have and how rude they are.Desired Settlement: I would like a refund for the 5.99 shipping I paid. This is a fraud they charge for a service, then when they cant deliver add 2 days for processing. I wont be surprised if a class action lawsuit springs up soon over this.

Business

Response:

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

I placed an order for a softball helmet on 2/14/14 based on the 5 - 6 business day delivery window. I too was told that the item was a "drop ship" and that it could actually take 1 - 3 weeks to be shipped from the manufacturer (even though that info was never disclosed at the time of purchase). I called customer service on Tuesday 3/4/14 to cancel my order and the customer service rep told me that she could see that it was going to be delivered to me on Friday 3/7/14 between 10a - 12p. It wasn't delivered. When I again called customer service to cancel my order, I was told that they could not cancel or provide a refund.

I ordered some baseball cleats online and ended up having to return the product because it didn't fit. I mailed the product per returns policy and never received a response from Eastbay on my refund. It has been sitting in warehouse for 8 days and still not processed. I called several times and they said it wasn't processed yet. By the 3rd call [redacted] finally helped me on my refund. Now its going to be another 5-7 business days for my refund. Due to the delay I had to spend another $100 elsewhere because I didn't get a response. If I hadn't called for the 3RD TIME I wouldn't have gotten refund at all. I will NEVER order online from them again

I ordered the shoe online on August 7, now is September 13, they will just keep asking me waiting, etc., received the wrong package it in a few days at the beginning, they call me go back to change for me, then I returned, there has been no delivery to me, say to want to wait one to three weeks, four weeks in the past, now, don't give me delivery, what do you mean

Review: On June 13th, 2014 (06/13/2014), I made an order with Eastbay for the purchase of two pairs of football gloves, one large and one small. The email confirmation has been copy pasted at the end of this email. The next day, the tracker via UPS indicated issues may be present with the package. At this time I contacted EastBay via their customer service email from their website and never received a response. At no point in time, by any form of communication, prior to shipment and payment confirmation, was I informed of a product no longer being available. I know at the time of purchase, the product was in stock. I know this because I previously attempted to buy a item which was on backorder, and it would not allow me to checkout. Therefore, I was under the assumption that I was purchasing and going to receive the products I ordered, which is extremely important due to shipping costs. Today, June 17th, I received my package that contained only 1 pair of football gloves, with an invoice that I had been charged for both pairs of gloves. At approximately 8:15 am this morning, I contacted customer service by live chat and the following conversation took place:

[redacted]. has entered the session.

[redacted]: Hello, I ordered two pairs of football gloves last week, and it was confirmed in my email confirmation. However, I received my package today and I was only sent 1 pair of gloves. I was wondering if you could tell me when I can expect to receive the other pair as I was only given one tracking number?

[redacted].: Thank you for contacting Eastbay Customer Care!

[redacted].: Can I please have your cr and order number?

[redacted]: sure thing

[redacted]: cr: [redacted] Order Acknowledgement Number: [redacted].: The size large of product number [redacted] is the item that shipped. The other item , the size small was cancelled from the order as the item was sold out and is no longer being stocked.

[redacted].: Therefore, your charge card ending in [redacted] was refunding yesterday in the amount of $25.00.

[redacted].: Please allow 5-7 business days for the reflection of the refund back to your charge card account.

[redacted]: Would be possible instead to have a different size glove or of another color? The reason I bought two pairs of gloves was to avoid having to pay for shipping twice, and I needed to have the gloves by tomorrow

[redacted].: Unfortunately, not.

[redacted]. has exited the session.

You are no longer connected with Customer Service.

I was immediately cut off from the conversation. [redacted] terminated the session before I could even begin to type a follow up question. The issue of the pair of gloves I ordered not being available overall is not the problem. The problems are as follows: at no point was it confirmed they had the product, at no point was I informed they did not have the product, I was charged the full amount for the product I was led to believe I ordered and was further led to believe I was receiving two pairs of gloves, the customer service was absolutely abysmal and some of the worst I have ever seen, and I was only offered a refund of $25.00 and given no other options. The two pairs of gloves I was charged for came to a total of $76.48, so $25.00 is not even the full amount of the gloves I ordered, which again were never shipped in the first place, so their cant be some restocking fee or anything for a product that was not provided and a product that was made to be believed was available.Desired Settlement: I would like to have the same pair of gloves, either in a different size or of different color that is in stock, to be delivered to me free of shipping. The shipping fee to Australia is expensive, which is the reason I purchased two pairs of gloves, both of which are needed for tomorrow and now, at best, I will not have them for weeks. I will either select a slightly larger glove of the same color ordered, or select a different color of the same glove. I should not have to pay additional shipping fees or purchase fees because if I was properly informed during checkout or before shipping, this entire issue could have been avoided as I would have purchased a different pair of gloves.

Business

Response:

June 26, 2014

Review: On Wednesday, I placed an order with Eastbay, which I have done on several occasions. NEVER ONCE DID THEY ASK ME TO PUT IN MY ADDRESS OR PHONE NUMBER INFORMATION during this process, and since I had ordered from there several times since I have lived where I currently lived, I never thought that would be a problem. At the order confirmation stage, I noticed that my address for both billing and shipping that was listed was an old address where I have not lived for YEARS! I immediately called the customer service number provided and tried to get everything changed. Apparently...ever mere seconds after an order is entered, it is completely impossible to change. I was comfortable know, though, that with the incorrect address, the credit card would be declined. Soon thereafter, my card was charged anyway! FRAUDULENTLY! I called back again and spent a total of nearly 3 and a half hours trying to correct the situation. I was promised by 3 different staff members that they would contact the warehouse and stop the shipment. To protect myself in the meantime, I contacted my bank. They indicated that they had processed my card as a Point of Sale, instead of how they should have processed it as an online purchase with an address and/or zip code for verification. It was their process that allowed my card to be charged. And...imagine my shock, surprise and dismay when I learned from rude and arrogant customer service people that there is apparently no way to stop this shipment, and I will not get my money back from them until the package is returned to their warehouse. All of this is their error, but they are not in the least concerned about correcting the error. I have stopped the charges at my bank and am registering a formal complaint for their fraudulent practices here. I will never do business with them again, and am greatly concerned about their credit card processing practices. That sets their customers up for fraud and should be stopped.Desired Settlement: I want off all Eastbay mailing lists. No email, no mail, no phone calls. And, I want the charges on my card reversed. My bank is handling that, but they should not try to fight it. I have full documentation.

Business

Response:

October 29, 2014

Review: I ordered a Louisville Slugger baseball bat for my son who is playing coaches pitch in little league. The bat is listed as a Louisville Slugger Omaha 515 YBO515X Coach Pitch Bat. My son took the bat to practice the next day and was told that he can't use it because it doesn't meet little league regulations. This bat has a diameter of 2 3/4 inches and little league regulations for majors and below say that the bat diameter can't be any bigger than 2 1/4 inches. I contacted eastbay about this situation and they said I would have to call Louisville Slugger because the stickers and wrapping was taken off of it.Desired Settlement: I would like to get refunded to my credit card and I would like to see that they quit advertising this as a coaches pitch bat, so that others don't make the same mistake it do.

Business

Response:

April 28, 2015

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

Dear [redacted],

I

received your correspondence and reviewed the information in Mr. [redacted]’s account. I forwarded his concerns to our purchasing

department and they stated that the rules for Little League and Coach Pitch are

a bit different depending on what association sanctions a child’s team. Children who play Coach Pitch in a Little

League-affiliated league can only use bats that are approved by LL and their

rule states the bat barrel must be 2 ¼”.

The Coach Pitch bat that Mr. [redacted] purchased is approved by the USSSA

which allows 2 ¾” bats.

For Mr. [redacted]’s inconvenience we will be

happy to accept his bat back as a return and issue him either a full refund or

an exchange. I have noted this information in his account

and requested an e-mailed UPS prepaid return label for his use. He should receive the label within 1 business

day and his return can be taken to any UPS location.

Thank you for your time.

Sincerely,

Eastbay

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to just return the bat for a refund as I have already purchased another bat. Thank You.

Review: Eastbay offers an online service selling all the latest athletic apparel, all ages and genders. The issue is that every time there is a new release for a product, whether you log into your account or use the site as a guest, the Eastbay site shuts down and denies access to prospective buyers. The secondary issue with this service, is that not only can I not get back into the site to make my intended purchase, but I cannot connect to the site at all to shop for other products. This happens every time there is a new product launch. Major new product launches are aimed for Saturday mornings when they know traffic will be high. However, their technical IT staff locking down the site and or not allowing customers (even customers who login before new product launches on the scheduled days) the ability to order new/current products is a consistent problem with their service. What's even worse about their service, when you go back to their site afterwards, the products are advertised are not available and are listed on the site for days, sometimes week promoting a falsehood that a prospective buyer can order what they want.Desired Settlement: I want an explanation as to why, when I follow the guidelines for new product launches, I cannot purchase the material when I login early to make my purchase at the schedule release time? Second, I want someone from Eastbay to explain to me why they do not have enough bandwidth on their site to accommodate heavy traffic with multiple releases on the same day? Third, I want the ability to order my products or I want Eastbay to state on their site they have limited availability and assign a cr to those waiting to buy.

Business

Response:

June 20, 2014