Foot Locker, Inc.

Review: on December *, 2014, my daughter purchased a pair of Timberland boots online from Kids Footlocker, which offered a discounted price, however, to date, February *, 2015 she has not yet received her purchase. Instead she keeps getting emails that the product is on back order and is expected within 2 week....December */ 2015, January * and the last expected date was January **, 2015. Yesterday she received another email that stated yet again that the product is still on back order and will be delivered in 2 weeks...which would put deliver in the 3rd week of February...I am sure you would agree that this is unacceptable and a great inconvenience. I myself have called and spoken to two representatives who told me that they were a warehouse and had no control over the delivery of the item...meanwhile, the same boots are and has been available in the store since the order was placed. She was expecting her boots for use during this time and we can all agree this is a great disappointment for her.Desired Settlement: I am seeking compensation in the form of my daughter's money being reimbursed along with credit/vouchers for her to be able to purchase the boots from our local store which is about 20% higher than the store cost..

Business

Response:

[redacted]Dear [redacted],I received your correspondence and reviewed the information in [redacted]’s account. I sincerely apologize that we did not receive this item from the manufacturer in a timely fashion resulting in a delay in the shipment of her order.Normally we do receive backordered items within the two-week timeframe listed on the e-mail [redacted] received. However, as demonstrated in this case, some shipments are pushed back by the manufacturer and unfortunately we do not have control over those changes. For this reason, we do not collect final payment on backordered items until the date that we receive the shipment from the manufacturer, to allow customers the opportunity to cancel their backorder and purchase the item locally at any time.I see in [redacted]’s account that her order shipped on 2/*/15 and is currently scheduled for delivery later this week. We sent her a $10 compensation gift card on 1/**/15 but due to thecontinued delay in her shipment, I am sending an additional $10 gift card with our apologies. She can expect to receive this gift card to her e-mail within 3-5 business days.Thank you for your time.Sincerely, [redacted]

[redacted]Kids Foot Locker

Review: Seller states on website that orders shipped to store for pick up are free under several pages of the checkout process however adds shipping charges at the end. Contacted customer service and spoke to several people with no solution. They proceeded to tell me that I am wrong and they changed their policy a few days ago to reflect shipping charges for either options (home delivery or store pick up) but that's not what the website states. I also placed a different order 2 weeks ago and sent it to the store for pick up and was not charged any shipping fees. That's what I clearly stated on the phone also. They were very dismissive and not cooperative to fix their mistake.Desired Settlement: Resolve the issue of misleading the customers with False advertising of free shipping to store or remove shipping charges.

Business

Response:

[redacted]

[redacted] Dear [redacted],I received your correspondence and reviewed the information in [redacted]’s account. We did recently begin charging shipping on [redacted] orders placed online, but we are aware that, during the checkout process, part of our website does still state that shipping is free. We are in the process of updating that part of our website but in the meantime, we will be happy to remove or refund shipping fees on any additional [redacted] orders [redacted] places with our company until that error is corrected. I have documented this information in her account and we apologize for any inconvenience.Thank you for your time.Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

After the representative advised me that I will pay the same cost for shipping either to store or to home, I placed an order to ship to home. It didn't make sense to pay he same cost for me to go out of my way to pick up from store.originally I wanted to save the shipping cost by picking it up from the store instead. So for that reason, they should refund me back my shipping costs.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I specifically stated that we placed the order under my husbands account this time not my account. His email address is [redacted]. We were charged for shipping for the last order we placed due to the issue we encountered while trying to place the order on my account. Therefore, the shipping charges were on his account because that's were we placed the order.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted] Dear [redacted],I have located the alternate account noted in [redacted]’s most recent correspondence and requested a shipping refund of $11.97 as a courtesy on that order. The refund should be posted by her husband’s bank within 5-7 business days.Thank you.Sincerely, [redacted]

Review: I bought a pair of adidis attitude sneakers in February 2014 they had a sales tag affixed to them by a plastic tag for $49.00 dollars the sales girl was very happy to show us a shirt and socks that would match the sneakers naturally my son wanted them so I bought them also we got to the register and she rang us out I paid in cash the total came to $122.29 dollars I paid cash and we left on the way home I was thinking to myself that the total didn't, seem right so I checked the receipt and saw I was charged $79.00 dollars for the sneakers and the sales tag was ripped off of the plastic tag I called the company head quarters and told them what happened a lady name toys from the company took all the information down and said she would look into it that was a few days after the purchase because I couldn't, get anybody on the phone I have not heard from anybody since then I have called and left messages but nobody is returning my calls.Desired Settlement: I would like a refund for being over charged if something is marked a certain price the are supposed to give you the item for the marked price or if it rings up a higher price they are supposed to give you that item for free if its under a certain amount I used to work retail so I know how it works I feel the cashier was dishonest she pulled the tag off the sneakers and then charged me a higher price

Business

Response:

March **, 2014

Review: I placed an order earlier this month. It was a gift and I was sent the completely wrong item. I ordered a pair of sneakers size 15 and the recipient received a shirt size small , I spoke with a rep from the company and she just kept saying she understood and asked questions multiple times that I already answered and was not willing to help for the companys mistake. I understand everyone makes mistakes we are human but own up to it and make it rightDesired Settlement: I would like them to send the correct product. The person I sent them to is a contractor and works 6am til dark. He shouldnt have to go an return an item, then wait for my card to be refunded to place the order again and pray that he gets the correct item this time.

Business

Response:

February **, 2016 [redacted]

[redacted] Dear [redacted] I received your correspondence and reviewed the information in [redacted] account. I am very disappointed to hear that she received the wrong item and then had a poor experience with our customer care team when she contacted us about the error. In the case of a wrong item received, we would typically send a no-charge replacement order immediately to the customer with expedited shipping and have them return the original item at their convenience. Unfortunately that resolution is not available to us in this case because [redacted] product is only available at our store locations and store inventory can only be ordered on our website or physically inside a Kids Foot Locker location. I sincerely apologize that we are limited in how we can resolve this situation as I understand these options are not convenient, especially in a situation where our store location sent the incorrect item. I have requested a prepaid [redacted] return label which [redacted] will receive in her e-mail within 24-48 hours. If the recipient of her order is unable to visit a Kids Foot Locker store location, he is welcome to use that label to return the item to our warehouse for a refund to the original payment method. The order can be replaced either online or at a store location. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Sending me the return label will do no good as I DO NOT HAVE THE ITEM. IT WAS A GIFT AND SENT TO TEXAS! I am thousands of miles away. The person that it was sent to does not have an email address and works 5am-til dark (building houses) I would hate to have them find a way to get a label and then send it back. I ordered the sneakers online at kidsfootlocker however they were mens, I am sure that the regular foot locker would have them as I didnt even know that kids foot locker carried mens . So again do I really have to mail the recipient the label that was emailed to me then wait for them to mail the shirt that was sent then wait for my card to be refunded. I dont see why the correct item cant be shipped. I provided the product number already which is [redacted] size 15

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

February **, 2016 [redacted]

[redacted] Dear [redacted], Again, I sincerely apologize to [redacted] that this error was made. Normally an item would need to be received back at our warehouse in order for a refund to be issued; however, due to the unusual circumstances of this situation, I have issued a full refund back to [redacted]’s card and she can notify the recipient that the item he received does not need to be returned. He is welcome to keep the item if he can use it, otherwise gift or donate it. I verified again that the only available inventory we have of this item is through Kids Foot Locker and can only be ordered online or at a Kids Foot Locker store. We have no capability to order this item any other way or I would certainly do so without hesitation. [redacted]’s card-issuing bank should have her refund fully posted to her account within 3-5 business days. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I baugh a pair of sneakers I took them home and tried them on I had them on for about a hour they were rubbing against my heel I tried to return them for a different pair they gave me a hard time and said I could not return them I am very upset about this I return shoes before to other stores their was no problem write now I just want my money backDesired Settlement: sneakers for the amount of $90.30

Business

Response:

December **, 2013

Review: My issue is you seem to have extremely unprofessional staff in your [redacted] store. I was there tonight 12-*-14 around [redacted] to return a pair of sneakers that I wanted a refund on because my son was going to play on a team and due to illness will not be on a team. I bought the shoes this past[redacted] 11-**-2014 in [redacted] at[redacted]. He did NOT wear the sneakers as he is ill and did not play. [redacted] the manager at the [redacted] store was rude from the moment I walked in and told me "all your getting is store credit because these have been worn" I proceeded to tell him the shoes have not been worn since we bought them a few days ago. He totally dismissed what I said and said "I don't care there's rocks in them and I can't resell them" I again stated they had not been worn. He kept arguing with me and said well you can take the shoes and get out of my store. I asked for his district manager's name and he would not give it to me..instead he put his name tag in my face and said "my name is [redacted]-*-*-*-*-* and I'm the manager and you don't need to speak to anyone else. I told him he was extremely unprofessional and that's not how you should talk to customers. He again said "too bad i'm the manager and you can get outta my store". There were also my children with me and other customers in the store and another worker with him who just agreed with everything he said. I don't know how you hire people like this. He never said sorry just said "you don't have to like the policy"Desired Settlement: I want either a refund on my credit since I will NOT go back to that store. If not I will tell everyone about this issue there are many other sneaker stores and trust me I tell alot of other sports professionals about negative and positive experiences with businesses.

Business

Response:

December*, 2014Revdex.com Serving Metropolitan New YorkAttn: [redacted]RE: Case #[redacted] – [redacted]Dear [redacted], I received your correspondence and reviewed the information in [redacted]’s complaint. I contacted [redacted] via e-mail today and will be refunding her in full for the product she was unable to return to her local [redacted]. In addition, I am forwarding her concerns about store manager [redacted] to the district manager of the [redacted] location so he can look into this situation further.Thank you for your time.Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I went into the store to purchase Nike shoes they did not have them in stock so I ordered them with the understanding that they would be delivered a few days later. I called customer service 2 days later to get tracking information and was informed that in fact there were no sellable shoes and that I would be given a refund. When I asked why I was told that there was and my payment was taken they said they thought they had them to order.Desired Settlement: I would like to receive the shoes that I ordered and was given the impression would be delivered.

Business

Response:

[redacted]

Dear [redacted],

I have received your correspondence and reviewed the information in [redacted]’s account. It appears that, at the time her order was placed, we had one store whose inventory showed the item was available. When the order routed to that store, they discovered that the pair they had was not in sellable condition and could not be shipped. Unfortunately, no other store in the United States had that item available so it was unable to be rerouted to another location for fulfillment.

I see in [redacted]’s account that we e-mailed notification of the situation on 9/**/14. On 10/*/14, a male called in regarding the order and was upset that we had not notified him by phone. We informed him that e-mail is our normal customer notification process but a $10 gift card was sent for his inconvenience.

As [redacted] was not satisfied with this resolution, I have requested another $10 gift card to be e-mailed to the same address, which equals full compensation of 50% of the amount of the order. I sincerely apologize that we were not able to fulfill this order. We had every intention of doing so at the time the order was placed, but at times there are circumstances beyond our control that result in an order being cancelled. I hope that [redacted] will accept our apologies and allow us to give her a better experience in the future.

Thank you for your time.

Sincerely,

Review: On 2/**/16, I ordered a pair of Jordan Cement 4 size 10.5 men. The order was processed and the funds were deducted from my account. On Monday, I spoke with a Foot Locker representative and was told my order was scheduled to be shipped that night. I received an email last night from Foot Locker.com customer service stating the item I ordered is out of stock. Why was my order processed and the funds taken out of my account if the item was not in stock? This is unacceptable and my son was looking forward to having these sneakers. Now I am waiting for a refund of 239.00 instead of the item I purchased.Desired Settlement: I would really like the item I purchased for my son.

Business

Response:

[redacted]

[redacted] RE: Complaint ID #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted] account. Her order was cancelled as soon as it was entered into our system because the item was not available. Due to the extremely high demand for these items and the large volume of people trying to place orders at exactly the same time, our website tells our launch customers that their order is not guaranteed until they receive a shipping confirmation with a tracking number. Regarding payment, typically we do not charge customers for any products until the order physically leaves our warehouse. [redacted] is the only method which requires us to collect all funds up-front which is why [redacted] was charged for her order immediately when it was placed. I checked our current inventory for this item and at this time, it is not able to be ordered. I have directed our leadership staff to monitor inventory and they will contact [redacted] directly for payment if a pair becomes available. I am very sorry that [redacted] order was not able to be fulfilled. We do understand the excitement surrounding these high-demand items and how frustrating it can be to our customers when product demand exceeds inventory available. We welcome customer feedback related to launches as we strive to make the process as fair and streamlined as possible for everyone. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: To Whom It May Concern

I was hoping to get a response from Foot Locker Inc. without having to file a formal complaint. Yet here I am taking time on Christmas to voice my concern. My issue started on November **, 2015 when the “Hologram” Nike Air Foamposite One shoe was released. I was looking to get this particular shoe for my brother serving overseas in the military, who was coming home for the holidays. Both my brother and I are sneaker heads and he recently told me the “Hologram” foams would be a great shoe to add to his sneaker collection. That conversation made me want to get these shoes as a surprise Christmas gift for my brother. I even downplayed the shoes and acted like they didn’t impress me so it would be an even better surprise when I gave them to my brother.

To increase my chance of getting these shoes, I placed to online orders via [redacted] and Foot Locker. I received two confirmations that my order had been placed and was excited that I would be able to get this Christmas gift for my brother. To my surprise, [redacted] cancelled my order even after receiving my order confirmation. When I contacted [redacted] about my order, I was told that the order confirmation I received was not a real confirmation. I was told that my order was cancelled due to the shoe not physically being in stock, even though it stated it was in stock when my order was placed. When I asked to speak with management about my concern, I was denied and told that I could not speak to a manager and that there was no manager needed for this issue. The [redacted] representative gave off the too bad so sad attitude, could care less and eventually disconnected the call after denying multiple requests to speak with a supervisor.

Even though I felt like [redacted] had done me completely wrong, I still had hope that Foot Locker would do me right and my order would be successful. Once again, my online order was cancelled by Foot Locker after receiving my order confirmation. When I contacted Foot Locker, a representative told me my order was cancelled for the exact same reason [redacted] cancelled my order. The difference between speaking with [redacted] and Foot Locker is the representative found the Hologram in my brother’s size and placed a new order with me on the phone that day. I was not thrilled about the customer service I had received up to this point but I was glad to finally be able to get the Hologram’s for my brother. Just when I thought all was well, here we go again. The order placed over the phone by the Foot Locker representative was cancelled. This must be deja vu at its best because now I have had three orders by two different companies be ordered and then cancelled.

When I contacted Foot Locker about my third order cancellation, I was told my order was cancelled for the same reason as my first two orders. When I asked for management, I was transferred to Shawn in the ISC or ICS department based out of Wisconsin. At this point I had enough of speaking to customer service but decided I would explain my concern to Shawn and see if he could assist. I spoke to Shawn for about an hour. I felt like Shawn understood my concern and he felt my pain. I asked Shawn if he was the person to assist me with a resolution and he told me my complaint was assigned to Melissa. I didn’t understand why I was speaking to Shawn for an hour, if he was not the person to resolve my concern. Shawn connected me to Melissa’s phone and if no answer, Shawn said to leave a message and Melissa would return my call. Melissa was not available to speak and I left her a voicemail with my contact info.

I received no callback from Melissa, so I decided to call customer service to see if I could get a direct number for Melissa. The rep I spoke to stated there were no notes on my account of me speaking to Shawn and they had no idea who Melissa was. I thought this was some sort of bad joke, how could I speak to Shawn for close to an hour and no notes were left about my concern. The rep placed me on hold three different times while searching my account. After the third hold, a different rep came on the phone and introduced themselves as a rep from the credit card confirmation department. At that point I realized I had been cold transferred to another department that had nothing to do with my concern. Once again I wasted another 45 minutes with customer care and still no resolution.

Tired of speaking to customer service, I contacted the corporate office of president in New York and left a voicemail asking for a return call. Still no response from anyone about my concern which led me to submit this formal complaint. My only goal was to get a surprise Christmas gift for my brother coming home from overseas. Sad to say I was once an employee of Foot Locker Inc. and do not remember the company having such terrible customer service. After this experience it would be hard for me to have faith in Foot Locker or even suggest the company to any friends or family. Hopefully this does not happen to any other individual. Thanks for your timeDesired Settlement: For someone with power or authority to resolve issues from Foot Locker to contact me

Business

Response:

[redacted]

[redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted]s accounts. I am happy to answer his questions regarding his cancelled orders as well as his other concerns regarding the staff members he spoke with when he contacted our office. When [redacted] initially contacted us on 12/*/15 regarding his cancelled [redacted] order, he spoke with [redacted], a Resolution Specialist. She left detailed notes in his account regarding their conversation, including the following information: Customer was transferred to me because he was upset that ord#[redacted] was cancelled. I let him know that the order was cancelled as soon as it was entered into the system because the item was not available. I also explained that these items (release items) are not guaranteed till they receive a shipping confirmation email. He asked about the order confirmation, and I explained that is us letting them know that we received the order but does not guarantee shipment. Customer did also get the cancellation email from us. [redacted] checked inventory at our warehouse for [redacted] and confirmed that the item was available in other sizes but not in the size he wished to order. Since we did not have the size at our warehouse, she suggested he could try a Foot Locker store location to see if he could buy the item physically in a store. [redacted] asked to speak with someone else and [redacted] explained that she was the Resolution Specialist assigned to his case. She left notes in his account instructing all other agents to transfer [redacted] to her if he called back regarding a cancelled launch order. When [redacted] contacted us on 12/**/15 regarding his cancelled Foot Locker orders, he was transferred to [redacted]’s voice mail because she was listed as the Resolution Specialist on his account. When she contacted him back that day, voice mail was not set up so she could not leave a message. She sent [redacted] the following e-mail: Dear [redacted], You called and left me a message to contact you back at ###-###-####. I tried to call you back this morning and there was no answer, nor was there a voice mail for me to leave a message on. I do see that you were assigned to me regarding an issue with an [redacted] order from 11/**/15 launch item. If you have any questions please let me know. I will be in the office today till 1PM CST. Sincerely, [redacted]- [redacted] Customer Care Resolution Specialist __________________________________________________________ [redacted] | Customer Care Center Resolution Specialist | [redacted] ###-###-#### Ext [redacted] | [redacted] I sincerely apologize to [redacted] for any inconvenience related to being transferred to a different department or not being assisted efficiently. Because his initial order was placed with [redacted], [redacted]’s information was in that account and not in his Foot Locker account, which was accessed later. I am sorry for any confusion and we will definitely be using this as a training opportunity for our staff. In regards to the product [redacted] ordered, his account shows that all of his orders were cancelled because the item was not available to ship from our warehouse. Launch products are extremely high demand and often sell out within minutes of becoming available. We do our very best to pull the item down from our site and make it unavailable to order once it is sold out, but a small number of orders do sometimes come through after inventory has already been reserved for customers who placed their order earlier. For this reason, we inform customers on all of our launches that their item is not guaranteed until they receive a shipment confirmation with a tracking number. As [redacted] explained to [redacted], the order confirmation is only confirmation that we have received the order; we do not guarantee shipment or charge the customer’s credit card until the item actually leaves our warehouse. ([redacted] is our only payment method that does collect payment immediately when the order is placed.) [redacted]s account shows that his phone order was cancelled by our warehouse after the invoice printed there. Unfortunately we do not have access to details regarding the reason for the cancellation, but it is typically due to a product issue such as a defect or an item that was returned by a previous customer in poor condition. This can happen with any products but I do apologize that it exacerbated this issue for [redacted]. I checked all of our systems and at this time, we still do not have any available warehouse inventory in [redacted]s requested size. As [redacted] previously suggested, he is welcome to check a store location to see if they have one physically on the shelf, but we do not have the product to ship at this time. I will continue to monitor inventory on this item and if I do see one become available from our warehouse, I will contact [redacted] immediately. Thank you for your time. [redacted] Customer Care Supervisor Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Statements made in the response are false as well as I have still not received any contact from the business after filing this complaint. It would be great if someone had the courage to contact me and stop acting like a scared company who know they have dropped the ball. Still waiting on a phone call........

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted] Re: Complaint ID #[redacted] – [redacted] Dear [redacted], Thank you for your recent correspondence regarding [redacted]s complaint. In my previous response I addressed all of his concerns in detail and explained that we would contact him if the item he wished to order became available in our inventory. To date we have not received any returns or new shipments of this item. If [redacted] has additional concerns about this matter, he is welcome to contact [redacted], as she is his assigned Resolution Specialist and is handling his account. As I stated in my initial response, [redacted] returned [redacted]s call on 12/**/15 and sent a follow-up e-mail because his voice mail was not set up so she could not leave a message. [redacted] can be reached at ###-###-#### (ext. [redacted]) and she is available tomorrow (Friday, 1/**) from 9:30a-5:30p CST and Monday, 1/** from 11a-7p CST. She can also be reached at [redacted]. Thank you for your time. [redacted] Customer Care Supervisor Foot Locker, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not wish to speak to [redacted] as requested I would like [redacted]'s manager, supervisor, someone above [redacted] to address my concern. It's beyond the shoe that is no longer available and [redacted] is not who I wish to speak with for a resolution. Since Linda seems to be the person responding, if she has any power then she can contact me for my issue is not resolved and will not be until I speak to someone higher then [redacted] regardless of how many times the company wishes to keep bg me I will not be satisfied to I speak with someone higher then [redacted]. Why is that so hard for a multi billion dollar company to understand???????

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a pair of Air Jordan tennis shoes from the Foot Locker in Potomac Mills Mall store on December **, 2013. They did not have them in stock but I was told that they could order them. I was told that it would be $10.00 more for them to order them vs me going on line and ordering them myself but I thought that it was earier to just go ahead and have them order them since I was there and they had the right shoes on their screen. They placed the order for me with no problems. I was told that I should have them within 5 business days so I thought that I would have them by December **, 2013. I did not receive them so on December **, 2013 my husband call the number that was on the receipt for customer service and they looked up the tracking number and said that they found the tracking number but that nothing was under it. We thought that is not a good sign but they said they would get back with us the next day after they did some more checking. We never heard from them so my husband called them again. This time they said that they needed to contact the store that they would be shipped out of which we were told was in Hagerstown, MD. They put us on hold so that they could contact the store when they came back they said they were unable to reach the store and would get back with us. Again no phone call. We waited so on Christmas Eve was called yet again. This time the person that answered the phone said that they would have to talk to their [redacted] to see what to do. They came back on the line after a very short time and said that his [redacted] said they are unable to reach the store and they all they can do is cancel our order because they said they were lost.. We had paid cash for the shoes so there isn't any credit card to credit back to. That really isn't exceptable, we had purchased the shoes as a Christmas gift which obviously wasn't to to be on time. I didnt understand why they just couldn't send us another pair and how did they know they were lost when they hadn't even talked to the store. My husband asked to talk with a manager so the person said ok and put him on hold. After being on hold for approximately an hour he came back and ask if we still wanted to wait. My husband said that is funny because it only took him a couple of minutes when he had to go ask the [redacted] what to do and now he can't talk to me. We had an engagement to go so my husband said have him call me back on (and he gave his cell number). Then he was told they they aren't allowed to call anybody back. What kind of customer service is that? So no today we call and ask to talk to a manager before going into the whole story. We got to talk to a manager and again was told we are sorry but all we can do is cancel your order. My husband then decided to try and track the order so he contacted Hagerstown and they answered right away. Very interesting since everytime we called we were told that they could get anybody to answer. They tracked it and found out that it was suppose to be coming out of the [redacted] Mills Mall store not Hagerstown. He called [redacted] Mills Mall now they are saying we need to contact customer service, which is where we started.Desired Settlement: I feel that they should send me what I ordered along with a refund because of all the hard time they have given us and by the fact that we should have received them before Christmas which we haven't received yet. We spent $10.00 more than he had to, granted it was our choice but then again we thought that they knew how to do their job. They have lousy customer service that needs to be fixed because I will think long and hard before buy from a Foot Locker again. There are some many other stores that carry the same brand of shoe that I don't need to go to that store. Finish Line will get my business from now on.

Business

Response:

December [redacted]2013

Review: November [redacted] at 8am Footlocker was releasing the limited Jordan Laney sneaker online. I was one of the people who stayed online to get a pair as a present for my son. I was online for over two hours to order, check out & process my payment for for the newly released @ promoted sneakers. Two days later I received an email from Footlocker customer care stating they cancelled my order because they were unable to fulfill my order due to lack of product availability. I couldn't believe this as these shoes are rarely released and I just wasted my time and efforts and am now left with nothing but a weak apology. Had I know this was a regular way Footlocker deals with customers I wouldve shopped elsewhere. Footlocker never should've confirmed the order and authorized my credit card if they couldn't deliver!Desired Settlement: I would like an apology and for footlocker to inform their customers that even if you check out & pay for your item they don't guarantee you'll actually be getting it! Alot of kids look forward to these special sneaker releases & it's not fair to them to not be aware of Footlockers business practice! I had to purchase the sneakers elsewhere at a $70.00 increase because of Footlockers negligence. I feel at the VERY LEAST they should reimburse me for the difference as it was a Huge mistake on their part. I can provide all documentation of necessary!

Business

Response:

November **, 2013

[redacted]

RE: ID #[redacted]

Dear [redacted]:

I have received your correspondence and reviewed the information in [redacted]’s account. I am very sorry for the cancellation of her recent order. When she placed her order on 11/*/13 for the Jordan Retro 5, it was downloaded into our system normally. Unfortunately, when our warehouse staff went to pick the order and ship it out, all pairs of this shoe in size 11.0 had already been picked for customers whose orders were placed online before [redacted]’s order was placed. Her order was subsequently cancelled and the pending authorization was dropped from her credit card.

This type of cancellation is not a normal occurrence, but can sometimes happen, especially in the case of launches for very high-demand items like the Jordan Retro 5. We do our best to make the process as fair as possible so all customers have an equal chance to purchase these special items, but unfortunately demand always exceeds the amount of inventory available. Oftentimes whether or not a customer’s order can be successfully fulfilled comes down to thousandths of a second between mouse clicks and 20,000+ pairs often sell out within minutes. Unfortunately this can increase the chance of an item being unavailable after the order has been placed.

Again, I am very sorry that we were unable to fulfill [redacted]’s recent order and I sincerely apologize for any inconvenience. I appreciate her bringing the matter to our attention because we are always looking for ways to improve our customers’ experience, especially in regards to high-demand launch items. We understand the importance of these unique items and we do our best to satisfy as many customers as we possibly can.

Thank you for your time.

Sincerely,

Customer Service Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am still out the $70.00 difference I had to pay in order to buy another pair of shoes. Had FootLocker conservatively accounted for and filled online orders, this never would've occurred.

Review: I placed an order for sneaker on 2/**/2016. On my order confirmation, it stated it was back ordered until 2/**/2016, which was the same date as the purchase date. Eight days later, I contacted customer service via online chat, which is unprofessional and not trained well, to get the status of my order and they said nothing more than it was back ordered and didn't know when or if it will come into stock. I then asked for my order to be canceled and issued a full refund. The chat representative immediately disconnected me.

Footlocker.com knowingly listed an item for sale on its website that it did not have available to sell. It then proceeded to hold my funds without any communication until I contacted them about it. After being disconnected from chat, I saw that my order was canceled by the footlocker rep and I have yet to receive a refund.

Is it not illegal to sell something you don't even have to ship, and purposely hold the persons money until they complain, all the while you are earning dividends from your financial institution on the money being held that isn't yours? And multiply that by hundreds or thousands of other customers that you likely are doing this same scam to?Desired Settlement: I demand a full refund of the money I paid to you for my order, plus shipping charges. I also demand that you pay me the dividends you earning on my money. And finally, I would like an explanation and an apology.

Business

Response:

Feb[redacted]

[redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted]’s account. We anticipated having the Jordan Retro 11 available to ship within 24 hours as promised to our customers; however, we were notified that day that the shipment from Nike was delayed. We notified all customers within that 24 hour period and I have attached the e-mail that was sent to [redacted] on 2/**. I do apologize that the item was not available to ship immediately, as we understand it is a high-demand launch item that our customers wish to receive as quickly as possible. In the unfortunate case of a vendor delay, our only immediate recourse is to notify our customers in a timely fashion and provide the current expected date so they can make an informed decision about whether they want to keep their order active or cancel it. In the case of a backordered item, our customers are typically not charged until the item ships out. [redacted] requires that funds be collected up-front from the customer on all orders, which is why [redacted] saw an immediate charge go through even though his order went on backorder. The order has been cancelled per his request and we have notified [redacted] of the updated status. They should have [redacted]’s refund posted back to his account within 48-72 business hours. I sincerely apologize for any inconvenience this situation may have caused and that [redacted] was dissatisfied with the customer service he received from our eCare chat staff member. I pulled the chat log and it does not show that the representative backed out of the chat on his end, as it would display a message stating “Lance has ended the chat.” (Chat log is attached as well.) Unfortunately this doesn’t allow me to determine the reason why [redacted] saw the chat end on his device, but I can assure him it was not done maliciously by Lance. I have forwarded his additional comments regarding their conversation to the eCare leadership team so they can follow up with Lance. I do appreciate [redacted] bringing those concerns to our attention as I agree they are excellent coaching opportunities for Lance. Again, I am sorry that [redacted] was so frustrated with his recent ordering experience. If he has any further questions or concerns, we would be happy to assist him at any time. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Dear [redacted] and [redacted], In response to [redacted]'s response, there are a couple things of interest. Regarding [redacted], they do not require immediate collection of funds. Any other transaction I place with other companies, it shows up as a pending authorization. Once the transaction ships and completes, it goes into the completed stage on [redacted]. In this instance with Footlocker, my transaction was immediately in the completed stage. It is true that pending authorizations do hold my funds so that once the transaction does go to complete, the funds will still be there. In this case, it never entered the pending authorization stage. This means that Footlocker successfully received my funds right away. They have been holding my funds ever since, which is now at 10 days. As far as refunds go, that too is an instant transaction. There is no reason it takes 48-72 hours. Refunds go back to the buyer as quickly as the funds initially went to the seller.The second item that is very interesting is that you say Lance did not pull out of the chat session. You added a shot of the chat, but you seem to have "left out" the part where it says Lance A. has exited the session. I have added that screen shot that shows the part that was cut out at the end. What you don't see on my screen shot is the time stamp, but I'll let you know that it was almost instantly after Lance said one moment while I cancel the order. Perhaps you should train your employees to attempt to salvage the sale by helping to find out a better time frame and get back to the customer. As the customer, when Lance makes no attempt, I hear "oh well, its your loss on the golden ticket, I'll cancel you no problem, HAHAHA". It has become quite obvious to me that Footlocker doesn't value their customers. The feeling I get is that you are handing out "golden tickets" for these limited release, high demand shoes. And if I don't get one or get upset about something, it doesn't matter to you because there is always someone right behind me that would do anything to get your golden ticket. If you did value me as a customer, you'd make an attempt to correct the situation rather than aggravate it. That's not a good business model in my opinion.[redacted], while I appreciate your response and attempt to pacify the situation, I feel I'm being lied to for the reasons I stated. While it may not be your intention, I would greatly appreciate a bit more than this. I also sent an email via Footlocker.com in regards to this and I have been ignored there even though it says it should take less than 24 hours to receive a response. I feel almost as though customer service is all laughing about this when they read it, knowing that it will never go anywhere...almost as if there is a force field around them put there by middle management to protect them, giving them reign to respond or not respond without. Perhaps I'm wrong, perhaps it is due to being understaffed in the customer service area. It shouldn't take 30 minutes for someone to pick up the phone. It shouldn't take 30 minutes for a chat session to open up (when chat is even enabled online?). Cust service reps may very well be so over worked, they've lost the cheer and friendliness?The bottom line here is that you've been holding $450 of mine for 10 days and have yet to refund me. You've made no attempt to maintain me as a customer. Its a shame...

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted] RE: Complaint ID #[redacted] – [redacted] Dear [redacted], [redacted] transfers funds for all orders to us immediately when the order is placed. Any time an order is cancelled (whether due to customer request or, as in this case, the item not being available), we have to submit a request to [redacted] for them to issue a refund and the timeframe is 48-72 hours. I can’t speak to how they process orders for other companies/sellers, but it has always been their process for our orders. The chat log I pulled was directly from our system and shows all actions taken by the chat associate. If he had physically closed out of the chat on his end, the last line would say “Lance has ended the chat.” The screenshot that you attached showing “Lance A. has exited the session” indicates that the chat was somehow disrupted on our end, but it does not show that Lance deliberately ended the chat himself. As I said, I do not have access to the specific reason the chat was disrupted but it was likely due to some type of system issue that broke connectivity. As promised in my last response, I forwarded your concerns to our eCustomer Care leadership team and they have already met with Lance to discuss the various grammatical/typing errors in this chat and stress the need for accuracy and care when sending written communication to customers. In regards to wait times for phone/chat agents, it is true that our customers are experiencing above average wait times of late, for both phone and chat/e-mail contacts. We answer all communications in the order they come to us, and strive for efficiency while still giving all contacts the time and attention they deserve. I’m very disappointed that this experience has given you the impression that I am not taking you seriously or that Foot Locker doesn’t care about our customers, as nothing could be further from the truth. We certainly do understand the frustration regarding any order being cancelled, but particularly launch items as there are so few to go around. This creates a “Black Friday” environment every time an item is launched, and unfortunately most customers who wish to purchase the item will not be able to do so as the inventory we receive is so limited. Personally, I would prefer if everyone who wanted a launch item was able to purchase one as I hate seeing so many people disappointed. Unfortunately, we just don’t receive enough inventory to go around and product is allocated as first-come-first-served; with thousands of people placing orders at the time same time, this can literally come down to hundredths of a second between mouse clicks and a sell-out almost always happens in a very short amount of time. We are constantly revisiting our process based on customer feedback and I appreciate you expressing your concerns in such detail. I I see that another one of our eCare associates sent you some incorrect information over the weekend and I sent all information to the manager of that department. These issues need to be addressed with more training because it makes an already frustrating situation worse for you and takes up even more of your time. The most updated information I have available shows that your credit was fully processed by [redacted] on 2/**/16. If you still do not see it or have any other questions, please contact me directly at [redacted] Once launch items sell out, we are not able to get any additional inventory unless the manufacturer opts to do a restock down the road. For all of your inconvenience and the various service issues you have experienced with our company, I have issued a $100 gift card with my personal apologies. You should receive the card to your e-mail within 3-5 business days. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for taking the time to take care of this issue.

Sincerely,

Review: On Sunday, February **, 2016 at approximately 7:00PM, I entered the Footaction store eager to purchase the Jordan 12s that were released the day before. I was greeted by wonderful employees who asked how they could be of assistance. I told the employee that I was looking for the Jordan 12s, size 6. She told me hold on a minute, she would be right back. I was crossing my fingers hoping that they had my size in stock, because I had went to many, many stores and was disappointingly turned away because they said they were out of stock. After a few minutes and to my surprise, the employee walked out holding a box of the sneakers I had requested. I was completely overjoyed because I thought, like the other stores, they would be out of stock too. As she was completing my purchase, the manager came out and noticed what I was buying and told me that those sneakers were not for sale. I was flabbergasted ad confused because I could not understand how the sneakers in front of me could not be for sale. Was this manager holding them in the store for his own personal gain? This was truly unfair to an eager customer who had been turned away numerous times because they were out of stock. In fact, this was worse because I was 5 seconds away from swiping my debit card to make the purchase and was told that I could not without a sufficient explanation.Desired Settlement: I would like to purchase the sneakers, two pair to be exact, one for myself in a size 6 and one for my close friend in a size 6.5.

Business

Response:

[redacted]

[redacted] Dear [redacted], I received your correspondence and reviewed the information in [redacted]’s complaint. To investigate the situation fully, I contacted her to confirm which store she was referring to and she indicated that it was Footaction store [redacted] at [redacted] in Brooklyn, NY. I contacted that store and their district manager and they reviewed the tapes from the time period [redacted] stated this incident occurred. This was the information store management provided: After taking a look at the store camera footage from 6:30p-7:15p on 2/**/16, no customer attempted to buy or ask about the black Retro 12. We had no customer enter the store from 6:44p until we locked the door at 7p. Based on the evidence from the store camera, this incident did not happen at store [redacted]. Thank you for your time. Lindsey Customer Care Supervisor Footaction

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is clear that Footaction does not take customer service seriously nor do they have enough dignity to tell the truth since nobody but their company can verify what is on the tapes they saw. Furthermore, the time period I put was 6:30-7:15, however they were only able to account for 6:45-7:00. What about from 6:30-6:45pm?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted] Dear [redacted], The store’s tape shows that any customers that visited the store between 6:30p-6:44p did not inquire about the Retro 12 and no customers entered the store from 6:44p until they locked the door at 7pm. No additional activity occurred between 7p and 7:15p because the store closed at 7p. As this information is directly from their tape, I can only ascertain that [redacted] may have visited a different Footaction location. If she would like to provide that information, I would be happy to have that store view their tapes as well. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Review: I just received my order [redacted]. I received two different shoes in the box. I have spent a total of 45 minutes on the phone trying to get resolution. First of all each time I spent 15 minutes in queue twice waiting for a customer service rep. That is unacceptable and a reflection of how the whole experience has unfolded. I placed an order online so I do not have to be inconvenienced with going to a store nor do I have the time. I was told by two customer service reps, an online chat and a [redacted] that since the order shipped from a store (which is somehow my problem) and they didn't have the product in the warehouse (the product is in other stores) that I would have to return the product to the store and place a new online order. I had also used an online promo code to receive 20% off the order. I would have to pay full price and then after I was billed I could be refunded the discount. So Foot Locker's screw up is MY PROBLEM and my responsibility to fix!!!! That is absolutely the WORST customer service I have ever received in my entire life!!!! I have managed call center operations before and these broken practices that Foot Locker has in place would have never been accepted at [redacted]. Even the [redacted] agreed it wasn't right but he could do nothing. Also for Foot Locker to be a multi billion dollar a year company they should look to hiring more qualified customer service reps that at least don't sound so stoned out of their minds that they can barely utter a syllable. I have to bend over backwards every single day to ensure the customer is king. Never in a million years would I ever think that if a company screws up a shipment that it would be up to the customer to fix the issue. I will NEVER order from Foot Locker again and I assure you that I will let everyone know about this horrible experience. I find it extremely hard to believe that if the president of Foot Locker ordered something online and received incorrect product would find it totally acceptable that the company would be like "oh well, you can return the product yourself, place a new order, have to be billed twice for it and then have to be issued two refunds, agree that it wasn't right but it's company policy so there is nothing that can be done about it". I don't think so! They would go ballistic! Then probably rant and rave about how they run a company that prides themselves in customer service.Desired Settlement: I would find it acceptable for Foot Locker to send me the correct product at no charge and include a pre-paid return label to send the incorrect back.

Business

Response:

[redacted]

[redacted]Dear [redacted],I received your correspondence and contacted [redacted] to discuss her concerns. With her approval, I placed a no-charge replacement order for a newer version of the item she ordered with upgraded Next Day shipping, which will be delivered to her tomorrow. She has confirmed that she is satisfied with this resolution. Thank you for your time.[redacted]

[redacted]Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a pair of NIKE ZOOM SOLDIER VIII - MEN'S for $ 130.00 a month ago. I fell in love with them.. When I first wore them I wore them for a short period of time. I even purchased my daughter the red pair. But recently I started wearing them to work. I notice, on my left foot right below the big toe it starts hurting after a few hours. I've tried thinner socks, I tried losening my laces and no matter what it begins hurting... As I was sending my complaint I read numerous of other complaints abouth the same problem. I don't think it's right that my $130.00 should be wasted do to no fault of mine.Desired Settlement: I am fine keeping my right shoe I would love to exchange the left sneaker. So I can keep them. I love the sneakers but hate the pain. Taking from the right sided sneaker it has potential of being not only stylish, but a comfortable sneaker... If it can't be replaced I would prefer my money back. But I sincerely would like to keep my sneakers.

Business

Response:

[redacted]

[redacted]Dear [redacted],I received your correspondence and reviewed the information in [redacted]’s complaint. I am sorry to hear that she is having problems with the Nike Zoom Soldier she recently purchased from Foot Locker.We are happy to have her send the item back as defective, but we do need to have both shoes returned in order to issue a refund or replacement order. Unfortunately we are not able to replace one shoe out of a pair. I have requested a [redacted] return label to be emailed to [redacted] and she can use it to return the shoes to our warehouse along with a copy of her receipt. Unfortunatelywe do not have this item in stock but if our returns department determines the item is defective, we would be happy to issue a refund for the full purchase price. Thank you for your time.Sincerely, [redacted]Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They haven't responded

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did not recieve the return label they said the was sending.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

RE: Complaint ID #[redacted] – [redacted] Dear [redacted],We originally e-mailed the [redacted] Return Label to [redacted] on 3/**/15. I have requested another label that will be sent within the next 24 hours. Thank you for your time.Sincerely, [redacted]Foot Locker

Review: I purchased a pair of shoes and did not use my military discount. I called and asked if I could come back to return and purchase again to receive my discount they told me yes. We used a gift card with the [redacted] and [redacted] logo. They told me they couldn't put it on there, and told me to call and get my discount from the 1800 number. They gave me the run around and transfered me to different departments that could not help. This is the second time this has happened and im a little frustrated with the company. My son is out of $30 because of people not knowing their job.Desired Settlement: DesiredSettlementID: Refund

I would like my money back.

Business

Response:

J[redacted]

[redacted]Dear [redacted],I have received your correspondence and reviewed the information in [redacted]’ account. I apologize that her local store was not able to issue a gift card for her $30 military discount on her recent purchase. I am happy to do so, and I have requested that to be sent to the e-mail address on her complaint. She should receive it within 3-5 business days.Thank you for your time.Sincerely, [redacted]

Review: I placed an order online Sunday July [redacted] for a pair of shoes online. I never received shipment confirmation so on Wednesday July [redacted] I checked online to see what the status was. My order had been canceled but I never received notification. I went online to a live chat with a customer service rep. She told me the item was canceled because it was out of stock. On their website if certain sizes are out of stock you are unable to place an order for that item. So [redacted] stated "someone probably purchased the last item and that is why your order was canceled". I asked how that is possible when the inventory showed it was in stock. She said their inventory only updates once a day. While on live chat with her I checked online and sure enough the same shoe, color and size I ordered was available. By Wednesday it had a chance to update at least twice based on [redacted]'s statement. When I told her this she said to place and order and see if I get it. This made no sense considering I already had one order canceled without my knowledge and she couldn't tell me if the item was in stock or not. She said she would call someone to verify inventory. After waiting for a little bit she came back and said there are none in stock and there is a problem with the website. I don't know if she really called or just let me wait so she could get rid of me. Their website still has the item available for order.Desired Settlement: I just want the shoes I ordered which Champs still shows in stock as I am writing this complaint. I'm not asking for a discount or anything for free. Just the item I ordered and not the run around. I understand there are bigger things going on in this world and don't want to sound petty but, I just want a real answer instead of excuses with no resolution.

Business

Response:

[redacted]

Dear [redacted],

I have received your correspondence and reviewed the information in [redacted]’s account. I apologize that we were unable to fulfill his recent orders for the Nike Air Max Speed Turf. This item is not available in size 9.5, but was still appearing on our website as in-stock when [redacted] placed his orders and should not have been. We have corrected the error and the item is now correctly showing as sold out in size 9.5.

In regards to notification of the cancelled orders, our system automatically sends an e-mail when an order is cancelled due to lack of availability; the notifications for [redacted]’s cancelled orders were sent to the e-mail address on his account ([redacted]).

I am very sorry for any inconvenience this error caused to [redacted] and I sincerely regret that this item was not removed from our website in a timely fashion. To thank him for his patience, I am issuing a $50 gift card for use on his next order with Champs Sports. The gift card will be e-mailed to the address on his account and will arrive within 3-5 business days.

Thank you for your time.

Sincerely,

Review: I ordered some shoes from Foot locker on 6-**-15. I was supposed to receive them 7-*-15. Instead of mens size 12 air jordans I got a size 3 1/2 youth nike shox. I immediately shipped them back using their return label with the customers info that ordered them. I was assured I would get the correct shoes the next day. The next day no shoes came. Foot Locker then told me they "were out of them and couldn't ship them to me". I just told them to refund my money since they can't deliver the shoes I wanted. They charged my credit card on 7-*-15. It is 7-**-15 and I haven't gotten a refund yet. This is the worst company I have ever dealt with.Desired Settlement: Immediately refund my money. You should have immediately refunded my money when you sent me the wrong shoes and couldn't send me the right ones.

Business

Response:

July **, 2015Revdex.com Serving Metropolitan New YorkAttn: [redacted]RE: Complaint ID #[redacted] – [redacted]Dear [redacted],I received your correspondence and reviewed the information in [redacted]’s account. His notes show that he received another customer’s order, which was due to an error in our warehouse. When [redacted] alerted us to the error, we placed a no-charge replacement order for the correct item with upgraded Next Day shipping. Unfortunately all available inventory of that item had to be pulled from the shelves due to a quality assurance issue and we were unable to fulfill the order after all.I see that we entered a credit card refund for [redacted] on 7/*/15 in the amount of $83.58, prior to receiving his return of the incorrect order. However, I sincerely apologize that the refund wasn’t entered for him on 7/*/15 when he contacted us due to non-receipt of the no-charge order. Considering his prior inconveniences, he should not have been made to wait any longer for his refund and I will address that appropriately with the associates he spoke with.Depending on the financial institution, the refund can take up to 7 business days to post to the customer’s account after we enter it in our system (which would be 7/**/15). Generally it doesn’t take that long, but if [redacted] hasn’t seen the refund post to his account by end of business on that date, at that time our processing bank could provide us with a reference number that his bank can use to trace his refund. He can contact me directly at [redacted] if he does end up needing that reference number, or if he has any other questions or concerns. Again, I sincerely apologize to [redacted] for his inconvenience and for the error we made on his originalshipment, and I look forward to assisting him personally with anything further he may need. Thank you for your time. [redacted]Foot Locker

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. It's ridiculous that I had to make a Revdex.com complaint before they would take care of the problem. Their customer service is a nightmare and are the worst company I have ever dealt with regarding an online order.

Sincerely,

Review: I want to share my experience because this to me is unfair and deceptive advertising. On Monday November [redacted] (Cyber Monday) I went online from 9-11 to order the converse all-star high top shoes in red (3 pairs). Every time I went to go checkout the online checkout would freeze. After an hour plus of trying I called the store because the customer service center had a long wait. I shared with a store representative the issue I was having. He told me I can come to the store they will honor any online pricing and promotion. I told him I could not come to the store until Wednesday or Thursday he said it was fine because the special run a full week. On Thursday December [redacted] I went into the store I was told the can price match but not percentage match. I explained to her I needed these shoes because it is part of my wife and I Christmas picture with our first child for her first Christmas. I informed them if I was one pair I was buying I would mind but I need two adult pair and an infant size 2 pair so 20% was big for me. She was pleasant and said she could not. I called the 800 customer care line and I received the most horrific service I have ever received. The customer service representative was more interested as to why I waited so long to call instead of actually helping me solved the issue brought on my your companies website. I told her I could not wait 5-7 days I needed the shoes for Saturday 12/*/2015 can I get something emailed to me to go into the store and make the purchase. She replied, “well you waited this long I can’t do anything in the store or guarantee it will deliver by Saturday”. I explained to her that I work for a leaving I don’t have the time to go to the store her reply was “well we extended the offer so you waited too long to call I can’t help you”. This experience is the worst I have ever received and I want something be done so I can make my purchase in the store with the right discount. I am going to send this to Revdex.com as well. The account the purchase were attempted on is phone number ###-###-#### [redacted] same account I gave the rep. if I can’t have something done this will have ruin my wife and I first Christmas with our first child. I can be reached at ###-###-#### [redacted]Desired Settlement: I want to recieve store credit to make the purchase of all three shoes.

Business

Response:

[redacted]

[redacted] Good morning, I received your correspondence and reviewed the information in [redacted]’s

complaint. I sincerely apologize for all

of the inconvenience he has experienced while trying to make his recent

purchase with our company, especially since the items are for a special occasion.We

can certainly honor the 20% discount he was originally expecting to receive on

his order. In cases like this where the

store will not make the adjustment we typically issue an e-mailed gift card to

use towards the order, which takes 3-5 business days to receive. As [redacted] is under time constraints, the fastest

way for him to resolve the situation would be to purchase the items at full

price and then we can issue a refund after the fact to reflect the 20%

discount.I

have documented this information in his account (customer #[redacted]). After he makes the purchase, he can contact

us with his receipt and we will be happy to issue a refund for the appropriate amount. Thank you for your time. Lindsey Customer Care Supervisor Foot Locker

Review: I brought a pair of shoes at the [redacted] store on01/**/15 and returned on 01/**/15 the store had just opened and the store manger [redacted] associate [redacted] said he didn't have enough cash and could he returned the purchase amount to my debit card the amount of 128.40 to card ending in [redacted].He said we would receive the money in 5 days. I have called left message for 2 weeks no money has been returned they claimed a tracer was done on 1/**/15 but still no money has been refunded. The only number that will let speak to a person is [redacted] all the corporate office numbers you must leave a message and I left several message and the issue is still unresolved I have my bank statement and no refund has been made.Desired Settlement: I would like a refund and apology thanks in advance

Business

Response:

February **, 2015Revdex.com Serving Metropolitan New YorkAttn: [redacted]RE: Complaint ID #[redacted] – [redacted]

Dear [redacted],I received your correspondence and reviewed the information in [redacted]’ account. Her account notes show that we completed an investigation on our end at the end of January to confirm that her refund was processed, and our bank confirmed that it was sent for processing on 1/**/15. The reference number for this refund is [redacted], and is proof that the credit was submitted to thecard-issuing bank for processing. If her bank claims they have not received the refund from the merchant even after she provides the refund reference number, [redacted] can call the customer service number on the backof her card and request a “credit not processed” to receive credit through the dispute process. Thank you for your time.Sincerely, [redacted]