Foot Locker, Inc.

Review: I was in the [redacted] location on 1/*/15. I purchased Nike socks. When I arrived home and gave the socks to my son he went to take them apart and found a dye/glass pack. I called the store. They informed me I either had to bring the socks back to them and they would remove it or I had to call the VIP number on the receipt. I said I live an hour away and that will cost a good amount of gas to make another trip for THEIR mistake. I called the VIP number and she said to take them to a local store and ask them to remove it. I told her there are not any champs or footlocker stores by me. She told me to take it to any store and ask them to remove it. No store will do that. So she gave me the corporate number which stated I would have a response by the end of the day today. I still have not heard anything and now I have socks I can't use!Desired Settlement: I want my money back and new socks shipped to me for all the troubles

Business

Response:

[redacted]

[redacted]Dear [redacted],I received your correspondence and reviewed the information that [redacted] provided. I contacted her twice to discuss the situation (via e-mail on 1/** and voice mail on 1/**) and provide options for compensation and replacement of her socks, but I have not received a response. The information provided in the messages is that we would be happy to refund [redacted] for her purchase and either issue a replacement for a similar item from our website or send a gift card so the item can be repurchased in-store. I have documented this information in her account (customer #[redacted]) and she is welcome to contact us any time at ###-###-####.Thank you for your time.Sincerely, [redacted]

Review: have called 8 plus times and over 4 hours trying to get a pair of defective shoes exchanged. every time I call in I get conflicting info. spoke to [redacted] who gave me a customer # to call to get taken care and the [redacted] and [redacted] were clueless. Worst business I've ever dealt with. no one knows what they are doing.Desired Settlement: refund on shoes so I can purchase new ones elsewhere

Business

Response:

[redacted]

Dear [redacted],I received your correspondence and reviewed the information in [redacted]s account. The [redacted], team leaders and [redacted] who communicated with him left notes stating that he is unable to provide any proof of purchase or account information indicating that the shoe he is trying to return was purchased through Foot Locker Without this information, we are not able to service him with a refund or exchange. They also contacted [redacted], the [redacted] who communicated with [redacted] and he confirmed that he provided [redacted] with his cr but did not guarantee that a refund would be issued.As our leadership staff has communicated to [redacted] we will be more than happy to assist him further if he is able to provide the necessary information showing that the shoe waspurchased through Foot Locker. Thank you for your time.Sincerely, [redacted]

[redacted]rFoot 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,

Instead of the consistant mis information and transfers taking up well over 3 hours of my time, next time let me know to just bring back in store for a store credit which I did ON MY OWN and got it taken care of!

Review: I purchased a pair of wide youth cleats online. They not only sent me regular width, but someone changed my order to make it look like I hadn't ordered wide. They didn't want to refund my money because they said they had sent the correct size. Then they said they would refund my money but that I would have to pay for shipping both ways because they tried to say I had never ordered wide in the first place. I had printed an original order so I was able to prove I had ordered wide, so then, after having spent an hour in the store, they finally agreed to refund the full amount. However, that was on 1/** and today is 1/**, and the !money is still not in my account. I need the money refunded so that I can buy my son his shoes before baseball season starts. He already missed being able to wear them for tryouts because of this company's mistake. When I ordered the shoes, they took my money immediately. There is no reason why it should take longer to refund my money then it took to remove it. I would like to add that the employee, [redacted] , who helped me in the store was very helpful and courteous. It is the online practices that I have a complaint against. First, someone changed my order. Second, they sent me the wrong item. Third, they made me argue with them for ASN hour to get them to agree to the refund. Fourth, they are taking an unreasonable amount of time to actually refund my money. I have receipts for everything.Desired Settlement: I would like them to deposit my refund immediately. I also want them to research how my original order was changed, and correct the problem.

Business

Response:

Review: I was told by the [redacted] after calling him first to return a pair of shoes and a jacket that was after the 30 days that is on the receipt that it wouldn't be a problem as long as the merchandise was still in resalable condition and neither item has been worn. The reason for my phone call was because I didn't want to drive all the way to [redacted] to return the items and not be able to return them because it was past the 30 days its only been a couple weeks past the 30 days and he stated it wouldn't be a problem. but once I got there he said I could only exchange the items I couldn't return them for the cash I paid but I made sure and asked him if I could and he said it wouldn't be a problem. The items have never been worn nor are they in any condition that wasn't sold to me! I am very disappointed with this [redacted] ([redacted]) I need your help. At this point I never want to do business with this company again!

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my refund and just be done with this company!!!!

Business

Response:

April **, 2014

Dear **,

I received your correspondence and reviewed the information in [redacted]’s complaint. I am very sorry that the store refused to accept his return after confirming they would do so.

Normally all of our stores adhere to the 30-day return timeframe and do not accept returns after the time period has passed. For this reason, I cannot ask [redacted] to make his return at a different Foot Locker location. As he stated the item is in store-bought condition, I am e-mailing him a prepaid UPS return label so he can return the item to our warehouse. He will need to include a legible copy of his original receipt showing the date of purchase, item(s), and price paid. He should also include his Foot Locker cr ([redacted]) and the address where he would like his refund check mailed. His label will be e-mailed to [redacted] and he should receive it within 1-2 business days.

If for some reason we cannot accept the return (i.e. if the item is not in store-bought condition, etc.), our returns department will send the item back to [redacted] with a letter of explanation.

Thank you for your time.

Sincerely,

Review: Footlocker re-released serveral different sneakers on November [redacted]. Some of the items were sold out and it was listed as sold out. The sneakers that were not sold out I ordered a pair recieved an Invoice Number: [redacted] confirming my order. My banking account showed the amount of the sneaker $114.99 was deducted from my acount. I recieved an email a few days later stating "Unfortunately the sneakers are now unavailable"

The order was completed through the internet I selected the New York store because headquaters is listed as New York.Desired Settlement: I was really looking forward for the sneakers. Since it was a mistake on their behalf a complimentary gift card or something for the incovienice should be done.

Business

Response:

December **, 2013

Review: I made my first order to footlocker Jan [redacted]. my order number is [redacted]. I got free shipping on that order. that same day I ordered other items from a different store. as of today Jan ** my footlocker order still is not here. its supposed to be here today. and ive gotten my other items from the other company's that I ordered from on the same day. today I was looking around online. and found a footlocker coupon for %15 off $70. and I remembered that when I made my first order I got an email for $10 off my next ordered. when I went to apply my $10 credit that you guys gave me it didnt work. so I called customer service to see what they could do. they didnt do anything. they did tell me that I could only use one promo code at a time. ( I didnt realize the $10 credit that you guys gave me was considered a promo ) so then I asked customer service if she could give me free express shipping, if I couldnt apply my $10 credit to my order. she told me express shipping is not free. and that there is nothing she would be able to do, and that my order first order should be here today .all I wanted was my free express shipping. and customer service didnt even seem to help or care. I mean she could have at least offered free regular shipping. and I wanted it expressed because my first order has taken so long to get here.Desired Settlement: all I wanted was my free express shipping. im not going to place my order at this very moment. im pretty annoyed. I want something. a gift card or something that would cover my express shipping. SOMETHING

Business

Response:

[redacted]

[redacted]Dear [redacted],I have received your correspondence and reviewed the information in [redacted]’s account. I apologize for the inconvenience he experienced with his recent order.When this order was placed online, a promotion was used that was good for free standard shipping (5-6 business days after shipping) on orders over $75. The order shipped on 1/**/15 and was delivered on 1/**/15, which was 6th business day after shipping. [redacted] contacted us on 1/**/15 in regards to the promotional code, and unfortunately we were unable to make any changes since the order had already been shipped and delivered.Our system does only allow one promotional code per order; however, for [redacted]’s inconvenience, I am issuing a $20 gift card that he can use on any future order. He will receive the gift card via e-mail within 3-5 business days. I thank him for bringing this matter to our attention, and if he has any further questions or concerns, he is welcome to contact us at ###-###-####. 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 just got my order [redacted], and the box was completely empty. I met the carrier head on and it was not damaged or tampered with. I took it to the local store who told me to contact you all to be refunded in full. Please refund me in full for this order, as I am highly disappointed. Thank you!

The reps are not working with me and even insulted me! ?Desired Settlement: I want to be refunded in full for this order!

Business

Response:

[redacted]

[redacted]Dear [redacted],I have received your correspondence and reviewed the information in [redacted]’ account as well as the chat log from his contact to us earlier today. The order that heis referencing shipped in three packages from three different locations (2 Foot Locker stores and 1 warehouse) and he stated today that he received all threepackages and all were empty. We informed him that tracking on 2 of the packages shows they are still in transit and that the shipper has not yet attempted delivery on them.The package that does show delivered had a confirmed weight of 8.55 lbs. when it was picked up at our warehouse by [redacted] and they also scanned it as weighing thatamount upon delivery. For these reasons we have initiated a delivery investigation on the package. This investigation needs to be completed and the results will determine how the matter will be resolved. [redacted] will be notified of the progress and outcome of the delivery investigation via e-mail and it will be completed within 10 business days. If [redacted] has additional questions, he is welcome to contact us at ###-###-#### and we will be happy to transfer him to the Claims Department to discuss hisinvestigation. Thank you for your time.LindseyCustomer Care SupervisorFoot 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:

The carrier already confirmed with me that the packages were empty. Foot locker is just giving me the run around.

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:

The carrier called me and told me they see the items were not in the box and Foot Locker at this point should refund me. They are the ones being difficult.

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

Sincerely,

Business

Response:

August **, 2015[redacted]

[redacted]Dear [redacted],Yesterday our Claims Department completed their investigation into [redacted]’ recent claim of missing items. They found that he has other accounts with Foot Locker as well as our affiliated companies with similar claims of missing items, all of which the shippers confirmed were delivered at the correct weights. For this reason, the following e-mail was sent to [redacted] yesterday: Dear [redacted],Your claims of receiving empty packages have been elevated to me, Claims Supervisor. I have reviewed your accounts with Footlocker and [redacted] and I see that there has not been a successful order in any account. We can see that the packages leave us at the correct weights and are delivered to the correct address at the same weight. We have also notified you regarding the [redacted] account that we will no longer issue any compensation for claims of missing items, empty packages and/or lost or undelivered packages.After reviewing we find that it is in your and our best interest to no longer accept any more orders in Footlocker or any of our family of on line stores. This includes but is not limited to: [redacted], [redacted], [redacted], [redacted]. Please be aware that no refund will be due on order [redacted] as it shows delivered and at the weights the packages left at. At this time we have closed the accounts.Sincerely,Tammie M.Prepaid & Claims Supervisor Thank you for your time.LindseyCustomer Care SupervisorFoot Locker

Review: I ordered a pair of shoes and they became out of stock. It has been over a week since they told me they have processed my refund. Now they are telling me the department is very busy and my refund will be even later. I was told initially that my refund would be received no later than the [redacted] of August. Then I was told the [redacted] of August and now I am being told the [redacted] of August. The shoes were ordered on the [redacted] of August. It should not take over 2 weeks to process a refund and I am getting the run around.Desired Settlement: I simply want my money back....now!

Business

Response:

Dear [redacted],

I have received your correspondence and reviewed the information in [redacted]’s account. I sincerely apologize for all of her inconvenience related to her recent order and subsequent refund.

Her account shows that the credit card refund request was completed on 8/**; at that time, [redacted] should have been made aware that the timeframe for this request is 5-7 business days (1-2 days for the form to be processed and 3-5 business days for her bank to process the refund into her account). This would have allowed for her bank to process the refund by end of day on 8/**. There is a follow-up note in the account showing the refund was actually transmitted to her bank on 8/** (4 days later than normal), leaving the final posting date to be today (8/**).

I am very sorry for the delay in the processing of [redacted]’s refund. If she does not see this refund appear in her account by the end of the business day today, she should contact us for a reference number that her bank can use to trace her credit.

Thank you for your time.

Sincerely,

Review: ON MARCH *, 2014 I WENT TO A FOOTLOCKER LOCATION IN VIRGINIA AND STOOD IN LINE WITH MY SON TO GET A PAIR OF KEVIN DURANT SNEAKERS, WHICH RELEASED THAT DAY.

HOWEVER, AFTER 2-3 PEOPLE WENT IN TO MAKE PURCHASES, AN EMPLOYEE MADE AN ANNOUNCEMENT THAT THE SHOES WERE SOLD OUT. I THEN CALLED ANOTHER FOOTLOCKER

TO SEE IF THE SHOE WAS AVAILABLE, AND THEY SAID NO, SO I CALLED FOOTLOCKERS 1-800 NUMBER TO ORDER THE SHOE BY PHONE. 45 MINS AFTER PLACING THE ORDER WE LOCATED THE SHOE AT ANOTHER

LOCATION, AND I CALLED TO CANCEL THE PHONE ORDER, & WAS TOLD THE ORDER COULDN'T BE CANCELED, BECAUSE IT WAS ALREADY BEING PROCESSED FOR SHIPPING, AND THAT I COULD EXCHANGE THE SHOES ONCE RECEIVED. WELL MY PROBLEM WITH THIS IS 1. I CALLED APPROX. 45 MINS AFTER THE ORDER TO CANCEL, 2. I WAS TOLD THE ORDER WAS IN PROCESS FOR SHIPPING, WHEN FOOTLOCKER DOES NOT SHIP ON WEEKENDS., 3. THAT I COULD DO AN EXCHANGE ONCE ITEM WAS RECEIVED, WHICH MADE NO SENSE IF I HAD ALREADY PURCHASED THE ITEM AT ANOTHER LOCATION, WHY WOULD I NEED TO DO AN EXCHANGE. I DONT UNDERSTAND WHY THE ORDER COULDN'T BE CANCELED AND MY CARD REFUNDED VS. ME HAVING TO WAIT DAYS LATER TO RECEIVE THE ITEM AND THEN RETURN IT.

ALSO, I HAVE HAD AN ISSUE WITH A FOOTLOCKER LOCATION IN VIRGINIA AT BAILEYS CROSSROADS TWICE NOW, WHERE I HAVE WENT EARLY IN THE MORNING BEFORE 10AM IN VERY COLD WEATHER & STOOD IN LINE FOR A NEW RELEASE SHOE AND WAS TOLD THAT THE SHOE WAS UNAVAILABLE, BECAUSE IT WAS ON HOLD FOR THE EMPLOYEES, WHICH TO ME IS AN UNFAIR BUSINESS PRACTICE, AND FOR THESE REASONS LISTED IN THIS COMPLAINT I WILL NO LONGER BE A CUSTOMER OF FOOTLOCKER FROM THIS TIME FORWARD. I HAVE MADE MANY PURCHASES WITHIN THE LAST 2 MONTHS TOTALING WELL OVER $1,000, FOR MY REQUESTING A CANCELLATION TO BE A PROBLEM.Desired Settlement: I WOULD LIKE TO RECEIVE A FULL REFUND IN THE AMOUNT OF $160.77 FOR THE PURCHASE MADE 3/**/2014 BY PHONE TO FOOTLOCKER AT ###-###-####, AFTER I REQUESTED TO CANCEL,

AND HAVE NOT RECEIVED THE PACKAGE TO DATE. I SHOULD NOT HAVE TO PAY FOR AN ITEM THAT I ALREADY PURCHASED ELSEWHERE, AND FOR EXPEDITED SHIPPING, WHEN I REQUESTED TO CANCEL BEFORE THE ITEM WAS

ACTUALLY SENT OUT FOR SHIPPING.

Business

Response:

Dear [redacted],

I have received your correspondence and reviewed the information in [redacted]’s account. Her account shows that at the time she contacted us on 3/*/14 to cancel order #[redacted], it was too far along in the picking process to be cancelled. At the time orders are placed, we do inform all customers that orders cannot be changed or cancelled once they are placed. The only time we are able to cancel an order is if it is still in an Open status and has not yet been transmitted to the warehouse. Unfortunately [redacted]’s order was already in the process of being prepared for shipment at the time she called and it was no longer possible to cancel it.

For her inconvenience with this situation, I have issued a refund for her 2nd Day shipping rush charge ($14.99) as a courtesy. She should see this refund in 3-5 business days. UPS confirms they delivered the order at 5:09 pm EST today, but if [redacted] no longer wants the item, she is welcome to return it for a refund.

In regards to [redacted]’s concerns about launch procedures at the Bailey’s Crossroads Foot Locker, I can confirm that all Foot Locker employees are able to purchase one pair of any launch item as part of their company benefits. Our stores do handle launches in different ways (i.e. raffles, lotteries, etc.), so [redacted] may wish to contact the store several days prior to the launch to confirm how that particular launch is being handled at that store location. These items do sell out extremely quickly and due to such high demand, unfortunately all customers will not be guaranteed the opportunity to purchase these items. If she doesn’t wish to partake in the store launch process, she is welcome to visit our website and attempt to purchase the item that way, if the launch is also being held online.

Thank you for your time.

Sincerely,

Foot Locker, Inc.

Review: Store Representatives repeatedly provided misinformation about product availability

Throughout the week of December [redacted] 2013 I contacted the Sunrise Mall Foot Locker located at[redacted]to inquire about a Retro Jordan 11 shoe release date. During this timefrme the store staff set several false expectations of when advance tickets would be provided to purchase the shoe on 12/**/13. Dates of when I would be able to pick up a raffle ticket for my shoe size ranged from Friday 12/*- Sunday 12/**. Final word from the store staff was that tickets would be passed out on Sunday 12/**starting at 9:00am on a first come, first serve basis for shoe sizes available. When I arrived at the store on Sunday several other individuals awaited in line to receive a ticket for their shoe size but we were all disappointed to hear from the store staff that they would not be passing out tickets today and to return the following morning Monday 12/**. I approached the store male Rep directly and inquired about the misinformation that was given about tickets being passed out that day. He informed me that he was unable to pass out tickets because he had not received his shoe inventory yet and did not know how many pairs nor sizes he would be receiving. He went into detail advising me that there was a delay in shipment that UPS was at fault for but as soon as the shoes arrived he would be able to provide purchase tickets. I left the store that morning with the expectation that I could return the following day and receive a ticket if my size was available. I contacted the store first thing Monday morning at 8:00am only to learn that the store Rep lied to me and several other customers as they passed out all of their shoe tickets yesterday, Sunday 12/[redacted]. I did not get the name of the store Rep that gave me the misinformation but that morning there was only a **/[redacted]and [redacted]Desired Settlement: Due to the misinformation and lies of your staff I want the opportunity to purchase the Retro Jordan 11 shoe in my requested size, mens 8.5. I arrived at the said location on the date and time announced and would have been able to get my purchase ticket if your staff followed through with what they told your customers. I dont see how lying to customers and setting false expectations is a good business practice for your company. This only creates a hostile and unsatisfactory customer service expe

Business

Response:

Review: Footlocker is having a raffle to reserve a Jordan shoe called "Jordan 11 Gamma Blue". Because I dont live in newburgh ny I sent my grandmother to the store for her to sign up. She went in the store to sign up for the raffle. The Footlocker employees took her name and number. They didnt tell her what day or time they were gonna call her!! Well while she was in a meeting at her job she got a phone call. She called the number back minutes later and then they told her "we are sorry but because you did not answer the phone you lost your sneakers". Then my grandmother called me ([redacted]) to tell what happened. I called the store back myself and said my grandmother got the call and called back minutes later. The manager tells me " This is like the 7th call I recieved today about the same thing" So then I tell the manager "okay well then that means your employees, your store did not tell most people what day or time they were calling". And he could not respond and only said sorry.I hung up the phone and made a huge complaint to there inc. I want the pair of sneakers. My grandmother took he time out of her day to go and sign up and we WON. But because the store employees and manager did not have the integrity to the customers when the phone call would be made I lost out on a rare pair of sneakers. By the manager telling me that he has got numerous called about the same complaint then they are obviously doing something wrongDesired Settlement: I want the pair of sneakers that I won

Business

Response:

To Whom It May Concern:

We have received your correspondence and reviewed the information in [redacted] account. I apologize he was unable to purchase the Jordan Retro 11 after missing the store’s phone call notifying him he had been chosen to participate in the raffle.

When [redacted] originally called us about this issue on 12/**/13, we filed a formal complaint on his behalf with our corporate office, which will be forwarded to the district manager of that Foot Locker location. In regards to how the raffle was handled at this location, stores do have different ways of handling their product launches. Unfortunately we do not have a list of specific rules for each location, but I can assure [redacted] that his complaint was documented and our corporate office is aware of the situation.

Launch products generally sell out immediately on the day they become available, especially at stores where a raffle is necessary to allow all customers a chance to purchase the shoes. Unfortunately this item is also sold out through our warehouse and we are unable to place an order for [redacted] for this product. He is welcome to try a store location instead, as they may have received a returned pair of this item in the size he needs.

Thank you for your time.

Sincerely,

Customer Service Supervisor

Foot Locker, Inc.

Review: Purchased shoes at your location in [redacted] in [redacted] instructed you offer a military discount and I'd recieve 20% off my shoes purchased.

On 4/*/15 I was in [redacted] as well as Foot Locker in the [redacted] Mall in **. I purchased a pair of Jordans for my daughter and was instructed at both stores I would recieve a 20% discount on these shoes for military discount. Once I got to the register that was not the case. First at Champs I was instructed my Military discount did not apply to the pair of specific shoes but would apply to everything else in store. I left that store and went to Foot Locker. I asked the question about the Military discount before making my purchase and was instructed yes I would get the 20% discount on the shoes being purchased. However once getting to the register that was not the case. The guy working said that it would not apply to those shoes but would apply to anything else or any other Jordans but those. At which point I asked for DM information and asked if he had away to overide it as I work in retail and know retailers always want us to take care of the customer as they are our number one priority. The employee and manager immediately went on defense said no they couldn't gave me the DM number. I purchased the shoes for my daughter mucg to my dislike for service recieved at both stores.Desired Settlement: I would like for Footlocker to make it right! Wether it be by sending me a gift card for future purchase in the amount I spent that day as well as an appology and clearer expectations as to what there military discount applys too. There should never be a gray area.

Business

Response:

[redacted]

[redacted]Dear [redacted],I received your correspondence and reviewed the information that [redacted] provided. I sincerely apologize that his recent visits to our store locations did not meet his expectations and that he did not receive the discount he expected. Generally military/promotional discounts would apply to any item in our store; the only exclusion would be items that are restricted against discounts from the manufacturer. When an excluded item is scanned at the register, the system recognizes the item as excluded and automatically prevents the discount. Based on the information he provided, it appears this is what occurred with the items [redacted] was trying to purchase.Although we are not able to override manufacturer’s discount restrictions for excluded products, our store employees should have let [redacted] know that some items may be excluded when he inquired about his discount. That way he could have made a more informed decision rather than receiving this information after he had already made product choices.For his inconvenience, I have requested a $25 gift card to be e-mailed to [redacted], which he can use on any purchase, in-store or online. To identify excluded products in the future, store associates can scan the item for him at the register and for online orders, a message is displayed in red type stating that the item is excluded from discounts.Again, I am very sorry for his trouble and we look forward to providing [redacted] a better experience on his next visit.Thank you for your time.Sincerely,

[redacted]Foot Locker

Business

Response:

[redacted]

[redacted]Dear [redacted],I received your additional correspondence and it appears to be a duplicate of what we previously received regarding [redacted]’s concerns. I have included another copy of the response we sent yesterday. Please let me know if there is any other information we need on this file. Dear [redacted],I received yourcorrespondence and reviewed the information that [redacted] provided. I sincerely apologize that his recent visits to our store locations did not meet his expectations and that he did notreceive the discount he expected.Generally military/promotional discounts would apply to any item in our store; the only exclusion would be items that are restricted against discounts from the manufacturer. When an excluded item is scanned at the register, the system recognizes the item as excluded and automatically pre­vents the discount. Based on the information he provided, it appears this is what occurred with the items [redacted] was trying to purchase.Although we are not able to override manufacturer’s discount restrictions for excluded products, our store employees should have let [redacted] know that some items may be excluded when heinquired about his discount. That way he could have made a more informed decision rather than receiving this information after he had already made product choices.For his inconvenience, I have requested a $25 gift card to be e-mailed to [redacted], which he can use on any purchase, in-store or online. To identify excluded products in the future, store associates can scan the item for him at the register and for online orders, a message is displayed in red type stating that the item is excluded from discounts.Again, I am very sorry for his trouble and we look forward to providing [redacted] a better experience on his next visit. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Had a similar experience with Foot Locker online and can say that their free shipping over 75 is a scam. They lead you to believe that if you spend over 75 dollars you automatically get free shipping but that is not the case. They make you enter a code when you check out so you cant use any offer they've emailed you. Apparently there is some fine print somewhere explaining this but good luck finding it. Worst part is you dont find out until your ready to check out. Its very misleading on Foot Lockers part and a very shady business practice if you ask me. - See more at: [redacted]

Review: I placed an online order on Thurs, Aug [redacted] for a pair of shoes valued at approximately $100 USD, and selected 3-4 day delivery speed. Upon reviewing my receipt, I noticed that Foot Locker made an error in the shipping speed. I immediately called them to correct, as my family and I plan to be out of town for 2 weeks beginning Thur, Aug [redacted]. On Tuesday, Aug [redacted], I was notified by FedEx that my delivery is now scheduled to be delivered on Friday, Aug [redacted]. I again called Foot Locker, this time to cancel the order due to this delay caused by Foot Locker's mistake. However, I was informed by the customer service dept that they cannot cancel the order and requested that I leave "a note on my front door indicating that i'm out of town and not to deliver the parcel". This direction from Foot Locker is an egregious business practice, indicating to potential thieves that my family and I are out of town.

I only request an immediate refund from this business and that this oversight be brought to their management's attention

Business

Response:

[redacted]

Dear [redacted],

I have received your correspondence and reviewed the information in [redacted]’s account. I apoloigze for the frustration he has experienced with his recent order.

The online order log that downloaded for this order shows that standard shipping (5-6 business days) was the method chosen at the time of checkout. (I have attached a copy for reference.) Upgraded 3-4 day shipping shows a ship method of T along with a $5.99 additional shipping charge. I am very sorry that we are unable to reroute standard shipping packages, but they are delivered via the United States Postal Service and cannot be changed once shipped.

In regards to our suggestion for [redacted] to leave a note stating he was out of town, we should have stated that he could contact USPS to hold any packages at their facility until he returned to town. We certainly would not want any of our customers to post an alert that they are out of town, and I understand [redacted]’s frustration with this directive. This

will be addressed with that staff member as a training opportunity.

The current USPS tracking for this package shows that it was delivered to [redacted] today at 1:14 pm. If he did not receive it or is unable to locate the package, he is welcome call us at ###-###-#### to initiate a delivery investigation. We will work with USPS to determine the location of the package and service him appropriately.

Thank you for your time.

Sincerely,

Foot Locker, Inc.

Review: I purchased a pair of Nike women's tennis shoes a few months ago that I enjoy very much. At the time of purchase, I was helped by a young lady whom I was told in no longer there. She recommended for me to purchase a product that would make the life and quality of my tennis shoes last longer and look better by applying the product on there when need to be. I take very good care of my things so I finally felt the need to use it 2 weeks ago. At my disbelief, the recommended product completely ruined my tennis shoes after applying it as I was told to do so. These are over $100.00 pair of tennis shoes so I was extremely disappointed and very angry about the outcome and can no longer wear or enjoy my tennis shoes because they look hideous. It faded the color and has spots everywhere on them now. I went to the store where I purchased them and a young lady there of the name of [redacted] assisted me. I explained all of my concers to her and she said the store mgr [redacted] wasn't in. I then explained to her I needed something done because I'm very irritated with the situation. She proceeded by calling her supervisor and came back to me and replied with: He just said for you to call the [redacted] # and won't be able to do anything else for you.I was furious!!! I called and made a complaint while I was at the store and left all of my information and was told the district mgr would get back to me within a week. No one ever did so I took it upon myself to follow up and when I called the same # back, I was told all they can do is forward my complaint to the corporate office in Ny but they won't call me back just so I know. I was even more floored by their customer svc dept responses!!!!! I replied with, why would anyone take the time to call and express their concers if no one is ever going to call back nor does anyone even care to take care of their consumers. What kind of business are they running? Just take people's money and no care what happens after that. Wow!!!! This is unacceptable for a business place.Desired Settlement: All I wanted to do was get a comparable replacement since I understand the exact shoe is no longer available. I explained to the customer service line that I no longer had my receipt because most people obviously don't keep them that long. I usually just make sure everything fits me well while I'm at the store and make sure it clears through my bank properly then I shred them. I'm not a hoarder and don't keep a bunch of receipts for no reason!!

Business

Response:

Review: I ordered two pairs of Nike shoes for $79.99 at the advertised price of $49.99 each and using a promo code that I received in the mail. I promptly received a confirmation and my credit card was charged. A couple days later I checked the status, which said the order was being processed. I contacted their customer support about this, spoke with a [redacted]. and they said my order was cancelled due to lack of stock and a bug in the system. I asked for the price that they advertised the shoes for to be honored, on another color or another model. They refused, saying a lack of stock is not their fault. They later claimed they were Revdex.com accredited, which they aren't based on the information from this website and they failed to provide proof.Desired Settlement: I want Foot Locker to honor their advertised price and the coupon code that I received in the mail, on that pair or another pair of Nike shoes.

Business

Response:

RE: ID #[redacted]

Dear [redacted],

I have received your correspondence and reviewed the information in [redacted]’s account. I would be happy to address his concerns regarding sale of the Nike Free on [redacted] on 11/**/13 as I do have more detailed information than what was available when [redacted] originally contacted us on 11/**/13.

On 11/**/13, the Nike Free was mistakenly priced as $49.99 on our website instead of the correct price of $79.99. Due to this error, all orders for this product at the reduced price were cancelled. Any customers who had been charged were fully refunded for their purchase price.

I apologize for any frustration or inconvenience caused to [redacted] or any of our other customers due to this situation. We certainly did not intentionally price this item incorrectly, and we corrected the error as soon as we were made aware of it.

If [redacted] would like to purchase another style of the Nike Free at current online prices, he is welcome to do so, but the $49.99 price will not be honored. Of course, he is also welcome to use his promotional code that he received in the mail on any qualifying product of his choice. I have also included a copy of our Company policy related to typographical errors, which can also be found on our website under Terms of Use:

TYPOGRAPHICAL ERRORS

In the event that a product sold is mistakenly listed at an incorrect price, Foot Locker reserves the right to refuse or cancel any orders placed for the product listed at the incorrect price, whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Foot Locker shall issue a credit to your credit card account.

In regards to [redacted]’s inquiry about Revdex.com accreditation, he is correct that Foot Locker is not currently formally accredited. However, I can confirm that we work closely with the Revdex.com for our customers in all of our affiliated companies and address all concerns and questions promptly. I apologize that he initially received incorrect information from our eCustomer Care representative about this affiliation, and we will make sure she is trained thoroughly on this aspect of our business.

Again, I apologize for this unexpected situation. We do understand it is inconvenient and upsetting for the affected customers, and we have taken the necessary steps to reduce the likelihood of it happening again.

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:

Thank you for the response. Unfortunately, I am receiving conflicting information from your customer service. The rep I spoke to stated that you were out of stock on the shoes, and that it wasn't a pricing error. They were meant to be discounted because they were a older style. I do not understand why you won't honor the price I was given- my friend ordered a pair of these shoes for the price I paid and she got hers delivered successfully. I think it's extremely unfair how you could honor these prices on some customers but not others.

Thank you.

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

Sincerely,

Business

Response:

December *, 2013

Review: I made a purchase from Foot Locker online on February **, 2016. The expected delivery date was February **, 2016 which was fine because it was a gift for my granddaughter that was needed by February **, 2016. I received 1 part of the shipment on February **, 2016; however, the major part of the shipment was supposedly delivered to my door by [redacted] on February **, 2016 at 7:42 pm. I was at home and never heard anyone approach my door and when I received the email from [redacted] at 7:50 pm saying that it had been delivered, I immediately opened the door and checked around the perimeter of my house and there was not a Package. At this point, I contacted [redacted] to let them know that I hadn't received the Package and to suggest that maybe the driver had delivered it to the wrong address and to ask them to check with the driver. I was told very rudely that the Shipper, East Bay/ Foot Locker restricted [redacted] from conducting investigations and that I would have to contact Foot Locker. When I asked if [redacted] had the number that I should contact, the Customer Service Representative, Chelsea, said very rudely "don't you have the number of the place you ordered from because we don't have it". At that time, I asked to speak to her Supervisor and was put on hold for 20 minutes and never spoke to a Supervisor. After I hung up with [redacted], I did locate a phone number for Customer Support for Foot Locker. I stayed on the line for 45 minutes and never talked to a Customer Service Associate. I then tried to use the Live Chat Line for Foot Locker; it was down and not functional. I finally emailed Foot Locker. All these communications or lack thereof took place on February **, 2016. I finally received a response to my email on February **, 2016 which was simply a rehash of my email sent on February **, 2016 but didn't offer me any answers or solutions to my issue. In the email sent to me on February **, 2016, it gave me a phone number to contact the Claims Department. I called that number and again; I never spoke to a Customer Service Associate but was instead routed to an Automated Voice Message Machine. I left a message with my telephone number but never received a call back. I then sent another email again asking them to call me so we could discuss my issue and expedite a solution. You guessed it; they never returned my call but I did receive an email from them Sunday, February **, 2016 after I completed a scathing review of Foot Locker in a survey sent to me by BizRate telling me that an investigation had been opened with the start date of 02/**/2016 and would take 10 Business Days not including Holidays or Weekends to complete. That was confusing to me since 02/**/16, the start date, is a Sunday (weekend). I just feel like they gave me that response to satisfy a complaint they received from BizRate. I had been trying for a couple of days to get some answers and never did. I am totally dissatisfied and unhappy with the service and response!Desired Settlement: I still want the order that I paid for as well as a letter of apology from Foot Locker. This was my first and last time ordering anything from Foot Locker Online. It was a nightmarish experience exacerbated by the disappointment on my granddaughter's face when she didn't receive her gift that was promised to her in a timely fashion.

Business

Response:

[redacted]

[redacted] Dear [redacted], I received your correspondence and I first want to sincerely apologize that she had such a poor experience with her recent Foot Locker order. Her comments do not represent the world-class customer service that we strive to give our customers and I am sorry that we disappointed her so significantly. Upon reviewing her account, I also see that the shipper confirmed delivery of the order at 7:42pm on 2/**/16. We do our own lost package claim investigations which is why [redacted] told [redacted] that they are restricted from conducting investigations on their end. With any claim of a lost package with confirmed delivery, we complete an investigation which allows us to work with the shipper to determine the circumstances of delivery. We do have to allow up to 10 business days to complete this investigation, as it involves contacts with [redacted] as well as the specific driver. The driver may also contact the customer directly about the delivery. Investigations are often completed sooner than 10 days, but in order for all pieces of the process to happen, that is the established timeframe. Once an investigation has been initiated, our Claims Department completely takes over the account. I understand that our hold times are very high right now, so the best way for [redacted] to contact that department is via their personal e-mail ([redacted].) If she does not receive a prompt response, she can directly contact Tammie, the supervisor of that department, at [redacted] and reference customer #[redacted]. Again, I am so sorry that [redacted] is having this experience and we will wrap up her investigation as soon as possible. I might also recommend that she file a complaint with [redacted] regarding the poor service she received from Chelsea, as I know they also strive to provide the highest level of service to their customers as well. 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]

I should not have had to get any 3rd parties involved if Foot Locker does indeed offer world- class customer service which I have not seen any evidence of thus far. I am still awaiting a sincere apology from Foot Locker and not just a rote response to a complaint. I'm also still waiting on the delivery of my product and my business with Foot Locker will be forever concluded. Thank you.

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 can assure [redacted] that I am sincerely sorry, as a Foot Locker employee and a consumer myself, as I understand this situation is extremely frustrating and inconvenient for her. We do our very best to service customers as quickly as possible, but I know the time period to complete these investigations is not ideal. [redacted] is still stating that they delivered the package successfully to [redacted]’ home; however, to resolve the situation, I have issued a refund of $132.87 back to her credit card. Her card-issuing bank should have the funds fully posted back 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 wanted to cancel my order due to wrong shipping address on Foot Locker online store. However, the agents told me that the order could not be canceled. The only option was to contact the [redacted] to hold at the [redacted] facility. However, the wrong address was in Oregon, and my address was in Ohio.It meant that I had to fly to Oregon to pick my item up. It obviously sounded unreasonable for me. Thus, I could not receive the items at all. I tried many times to inform the agents that the shipping address was not correct. However, the only respond they gave me was that they could not cancel the order. Later, they told me that the supervisor did have the ability to contact with the warehouse. I could not understand why they did not process the contacting when the first time I told the my address was incorrect. I think they did not pay enough attention with customers' situation.Desired Settlement: I just want to cancel my order before the items being shipped, and get fully refunded. It saves their and my time.

Business

Response:

[redacted]

[redacted] Dear [redacted], We were unable to prevent this package from shipping out but I was able to intercept it and have it returned back to our warehouse. This is a one-time courtesy on this specific order, but for future online orders, we will not cover the cost of an intercept if the customer again enters the incorrect shipping address. This order was placed online with that shipping address and it downloaded directly into our system without any manual intervention from our staff. [redacted] refund will be fully posted to his account within 5-7 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: On June *, 2013 I purchased a pair of kids Jordan shoes size 6 from [redacted] at the time of purchase there was no mention that the item could not be returned and no special instructions printed on the receipt. On Thursday June **, 2013 I went to the Lady Foot Locker located at [redacted] at this time I was told that on release day shoes that there is no return and that I would have to go back to the store of original purchase, the reason being is that people have been known to purchase a fake pair of shoes and then return them in place of the shoes that they purchased in the store. I was shocked to find out that the person that’s telling me this is the manager [redacted], as I thought to myself is he saying that is what I’m doing I felt very upset and disrespected. So I left and called the store in [redacted] and they assured me that they could take them back I also asked for the cooperate number or customer cr for complaints to report the disrespect I encountered in the Northeast [redacted] Store. I was provided phone number [redacted]. On my first call the rep I spoke with didn’t ask for much information not even my name but stated that it would be handled. After my call to the customer care line I took the shoes back to [redacted] and was again told the same thing. At this point I called the customer care line back and was given a cr ([redacted]) and that I would receive a label to send my shoes back and that could be anywhere from 2-3 weeks and it would be refunded by check. As a loyal customer who spends over a 500.00 dollars a month I’m truly disappointed in the way this has been handled there should be no reason why I am having to return a pair of shoes I purchased in a local store back by using UPS.Desired Settlement: I just want a refund and not have to wait 2-3 weeks to receive it and for it to be returned to my credit card

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Foot Locker, Inc. has been resolved.

Sincerely,

Review: I received a gift card as a gift about 3 years ago for my birthday for $50. I've kept it in my wallet to use but never got a chance to. Recently, I was in Footlocker to purchase a pair of shoes and attempted to use the gift card, but the barcode would not swipe. The gift card number and pin have wiped away due to its age, but the barcode is still legible. The sales rep at the store told me to call into customer service to receive a new card. I purchased the shoes with all of my own funds. I called into the customer service department and spoke with a representative who told me that even though the barcode was legible, she could not assist with getting me another gift card. Her attitude was horrible and she did not even bother to ask anyone else for additional information. I do not think it is right that a gift purchased for me not even usable. I also do not appreciate the rudeness of the customer service representative on the phone.Desired Settlement: I would like my $50 gift card to be replaced so that I can actually use it!

Business

Response:

September *, 2015Revdex.com Serving Metropolitan New York[redacted]

[redacted]RE: Complaint ID #[redacted] – [redacted]Attn: Dispute Resolution ServicesI received your correspondence and contacted [redacted] for more information. We were able to pull the full card number showing a $25.00 balance. We are going to resend the gift card information to [redacted] via e-mail. Thank you for your time.Lindsey B[redacted]Customer Care SupervisorFoot Locker