Joe's New Balance Outlet

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey did call me because of your contacting me and agreed to credit back my accountTheir obviously working off of their customers moneyYou did help and I appreciate what you didYa for the Revdex.com Sincerely, [redacted]

We spoke with Mr [redacted] on November 17, about his orders being cancelled and his experience with the first order from our siteHis first order, [redacted] , was shipped without a proper addressSince Mr [redacted] did not receive the item he disputed the charge with his bankDue to this dispute his future orders were cancelledWe have discussed with Mr [redacted] about contacting us if he does not receive his order/items as there are ways for us to help him out rather than disputing the chargeWe have placed a new order [redacted] at no charge for his experience as a one-time exception

We have reached out to Ms [redacted] about her experience with returning a shoe she received in the wrong colorWe are sorry Ms [redacted] experienced this rare situation and offered a $coupon to help with the return shipping chargeWhen Ms [redacted] received the coupon it expired on February 1, We contacted Ms [redacted] on January via email and on January 5, via phoneMs [redacted] contacted us and spoke to one of our representatives Our records indicate that we have fulfilled Ms [redacted] ’s request to extend the expiration date of her coupon by providing a manual discount after February 1, 2018, if she wishes to order after that dateWe have reached out on January 9, 2017, to see if there is anything more we can do

I spoke with Ms [redacted] about her order ( [redacted] ) that was placed on 6/16/I have confirmed with Ms [redacted] that she had received the shoes from order [redacted] At that time we placed a new order ( [redacted] ) using her free shoe code on 6/26/I looked into the order on 6/27/to see if it would ship and it was not availableI did some research to see why this keeps happening and uncovered a technical glitch which caused the shoe to not be availableUpon this discovery I contacted Ms [redacted] about the not available and let her know that I have reported this to our IT departmentIn the meantime, I have reissued the free shoe code and let her know once the issue is fixed I will be contacting her to see what we can do to get her a shoe

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ The customer placed an order on November 10th on Joe's New Balance Outlet and the discount code used on their order was applied inappropriately, therefore their order was cancelledThe customer was not charged for the order and was sent an email apologizing for any inconvenience After receiving the Revdex.com complaint, we have contacted this customer via email again as their phone number used on their order with us was invalid Per our terms and conditions listed on our website, we reserve the right to cancel this orderThe delivery of an email confirmation following the placement of an order does not constitute our acceptance of the order We have attached the agreed upon terms that are listed on our website below: PRODUCT PURCHASE From time to time, Joe's New Balance Outlet may offer products for sale as part of the ServiceJoe's New Balance Outlet reserves the right to change the descriptions, specifications, and prices of the products offered on the Service without notice and at any timeJoe's New Balance Outlet does not warrant that such descriptions, specifications and prices of such products are accurate, complete or current at all timesSuch products may not be available for delivery to your country of residenceOur delivery to you of an email confirmation following your placement of an order does not constitute our acceptance of such order, and we reserve the right to reject such order or limit the quantity of products under such order These terms along with all of our terms and conditions are located on our website at the bottom of our home page and can be viewed on our website using the link below: http://www.joesnewbalanceoutlet.com/customer_serv/terms.htm We would be more than happy to follow up with this customer should any new questions or concerns arise

Ms [redacted] contacted us on June 16, about her order [redacted] We let her know the [redacted] was no longer availableWe offered to place a new order at no charge for the frustration of a third order not being available to be sent to her due to no inventoryA new order was placed and she offered to pay for the new orderWe have sent a free shoe coupon to Ms [redacted] to use on a future order

Thank you for forwarding this feedback along to us.We have been in contact (emails) with this customer over the last weeks, attempting to provide a resolutionHer original email to us was on October 18th, and the conversation has occured every few days sinceIt appears the customer has received a pair of shoes that are not the same width.As a one-time courtesy, we will be providing a full refund to the customer's credit card, within two business daysWe are not requiring the shoes to be returned, as this is one of our international customersPlease reach out to us if there are any further questions or concerns[redacted]

We contacted [redacted] about his missing order [redacted] We explained the tracking records with UPS show the package was delivered and signed for at the address providedThe shipping address is for a third party shipping service and we would not refund/replace any items with confirmed delivery We let the customer know we will refund his order as a one-time exceptionCustomer has not replied back to our email about the incidentWe have refunded the customer for their itemsWe look forward to working with [redacted] again in the future

Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ We are responding to the Revdex.com Complaint XXXXXXX filed on 2/22/by one of our customersThe customer placed two orders on our website on 2/19/The first order XXXXXXXX was placed at 2:am and the second order XXXXXXXX was placed at 7:55am We initially reached out to the customer via email on 2/19/at 8:am requesting that the customer verify their order details on order XXXXXXXX due to the billing address not matching their credit card used for paymentThe customer contacted us at 3:pm on 2/19/to verify the information on their orderOnce verified by the customer, we began processing the first order immediately as it had been delayed while trying to verify the details of the orderThe second order XXXXXXXX was entered correctly at checkout and began processing in the warehouse at 8:am on 2/19/Our website clearly states that once an order starts processing we are unable to make any changes or cancellations for any reasonIt is also stated on our website that once an order starts processing, items ship within business daysOur returns instructions and policy is clearly stated on our websiteWe have attached the links to our website below: [redacted] The customer reached out to us via email on 2/20/at 3:am roughly hours later requesting to cancel both ordersHe stated that he chose the wrong sizes for himself and his friend and didn't think the shoes would fitWe responded to the customer upon returning to the office on 2/22/at 10:am explaining that unfortunately once an order is placed we have a very small window of time, typically minutes or less, to make any corrections or cancellationsWe also included in this email directions on how to return the shoes back if they do not fit properly or if they do not want the shoes once they arriveOn 2/22/at 11:am the customer stated he was filing a complaint with the Revdex.com if we did not cancel his ordersThe customer responded on 2/23/at 2:am requesting a return shipping label for each of his ordersOn 2/23/at 7:am we responded stating that we are unable to cover the cost of his returnsThe customer did receive our free shipping offer on both of his orders for the delivery to himThe customer replied on 2/23/at 8:am asking how we would know that he returned his two shoes back to us for a refundOn 2/23/at 8:am we sent return instructions and recommended that he send the shoes back and keep his tracking details for proof of deliveryOn 2/26/at 1:am the customer reached out asking for information in regards to which shoe correlated to which order numberOn 3/1/at 8:am we responded with the information explaining that order number XXXXXXXX is for the [redacted] women's style and order number XXXXXXXX is for the [redacted] men's style We believe that our cancellation policy and returns policy is clearly stated in many locations of our websiteWe would have been more than happy to cancel this customer's orders if we were within the time frame to do soWe are unable to cover the cost of these returns as we do not provide free return shipping to our customersWe are more than happy to allow the customer to return both of these orders for a full refundHowever, he will be responsible for the cost of returning the shoes back to our warehouseWe have provided all the details he will need to return his orders back and have explained in detail why we are unable to cancel his orders or cover the cost of a return

We contacted [redacted] via email regarding the crack in the [redacted] shoesWe have let [redacted] know that in the rare case a shoe is shipped with a manufacturing issue; typically we would request the shoes to be returned to us for a refundSince [redacted] is overseas, we cannot provide a UPS return label as we are based in the United States and only ship within the United StatesAs a one-time exception we are refunding the customer for the price of the [redacted] shoes and in the future we ask that any product they receive that does not meet expectations is returned to us for a refundThe refund will be issued within two business days, no later than January 10,

[redacted] Customer placed an order on 4/15/4:17:AMWe shipped the item out with UPS on 4/20/12:27:PMThe item was confirmed delivered to the customer's address on file and a signature was obtained by AFThe customer contacted us via email on 4/26/at 11:AM stating they had the item shipped to a 3rd party freight forwarding company and the company is stating they did not receive the item from UPSThe customer requested a full refund or a replacement be shipped to the same addressWe responded to this customer via email on 4/28/at 8:AM stating that UPS is confirming delivery and a signature of the package on 4/22/at 12:PM by AF at the docking station of the address the customer used on their order for shippingWe explained that unfortunately we are unable to issue a refund or a replacement for an item that UPS is confirming was delivered and signed for by a worker of the freight forwarding companyWe offered to start an investigation with UPS since the customer is stating their 3rd party shipping company didn't receive the packageThe customer contacted us back on 4/11:AM stating they couldn't wait for a UPS investigation and they would like a full refund or a replacementWe responded to this customer via email on 4/28/13:PM stating that we can start a UPS investigation, but again if it is confirmed that the package was delivered we are unable to offer a refund or replacement itemWe responded back to this customer via email on 5/3/at 7:AM stating that they would need to reach out to the forwarding company for assistance as UPS in closing this case as the 3rd party shipping company received the package, signed for it and receives multiple packages a day from them and they had nothing more to investigateThe customer contacted us via email on 5/6/at 17:PM stating they truly didn't receive this package and the 3rd party shipping company is not willing to compensate them for a package that is lostWe responded back to this customer via email on 5/9/at 11:AM stating we are unable to assist going forward as this package was clearly signed for by the docking ID it was being shipped toThe docking ID on the ship to address was Dock AFEand it was signed for at this company's dock AFWe received a notice of this Revdex.com complaint # [redacted] on 5/9/at 9:AMWe are responding to this complaint on 5/13/at 17:PMWe believe that we have provided actuate details and proof of delivery to the customer including a tracking link showing that this item was signed for and delivered on 4/22/at 12:PMWe are not responsible for shipments that have been confirmed delivered by UPS and signed for by the customer's requested 3rd party shipping companyIf the package was lost after the 3rd party shipping company received the package, we believe the customer should reach out to the 3rd party shipping company for compensation as they signed for this packageWe clearly state on our website that we are unable to ship to customer's outside of the USIf a customer requests an order be shipped to a 3rd party shipping company, once the item is confirmed deliveredWe are no longer responsible for the packageOur FAQ for International order is attached: http:// [redacted]

[redacted] placed an order with Joe’s New Balance Outlet on February 23, After being delivered to the shipping address in the United States, the package was then forwarded to her internationallyOnce they were received, she noticed an error with one of the pairs of shoesShe contacted us for resolution, asking us to pay for the international return shippingWe only ship to addresses in the United States, and so we are only able to offer return shipping coverage from United States addressesWe received the Revdex.com communication on April 6, 2017, and reached out to the customer the same dayUnfortunately, the phone number given was invalidWe sent an email in which we apologized for the inconvenience and offered a one-time courtesy of a refund for this situation since we are unable to pay the shipping costs for an international returnThe refund for the one incorrect pair was processed on Thursday, April 6, in the amount of $We appreciate the opportunity to resolve this one-of-a-kind situation for our customerThank you for choosing Joe’s New Balance Outlet

On October 10, 2017, we contacted [redacted] *** regarding order [redacted] to discuss the Columbus Day Sale and free shipping being offeredThis sale offered 15% off the order and did not include free shippingAfter some clarification from [redacted] *** as to which promotion they were referring, we found out it was the Customer Appreciation Sale which does offer free shippingWe processed a refund of $for shipping on October 13, to the original form of payment on the order

Initial Business Response / [redacted] (1000, 6, 2015/10/06) */ Contact Name and Title: [redacted] Contact Email: [redacted] @newbalance.com Dear [redacted] ***, I appreciate your business and am sorry that the pairs of shoes you received did not meet your expectationsI am happy to refund 20% of your purchase price As a US-based website we ship only to US addresses, and we do not offer free return shipping from US addresses or free return shipping from international addressesPlease understand that another exception to our policy will not be made in the future I hope you'll continue to shop with Joe's New Balance Outlet! Thanks

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ Contact Name and Title: [redacted] Customer Care Customer placed their order on 1/8/2016 at 11:15am for two items. The customer ordered the men's [redacted] size 8.5-D for $59.99 and the women's [redacted] size 8-B for $69.99. Customer's order... shipped in two separate packages. The first package shipped from our Missouri warehouse on 1/8/16 at 4:36 pm and our records show this item was scanned as a women's [redacted] size 8-B. The first package and the item in question was scanned at a UPS location on 1/8/16 at 8:14pm and was delivered to the customer in Portland, Oregon on 1/14/2016 at 3:28 pm and signed for by KN. The second package shipped from our California warehouse on 1/12/16 at 3:15pm CST and our records show this item was scanned as a men's [redacted] 8.5-D. The second package was scanned at a UPS location on 1/12/16 at 3:03 pm Pacific Time and was delivered to the customer in Portland, Oregon on 1/15/16 at 2:52pm and signed for by KN. This package was received by this customer in China and they have not reported any issues to date. The customer reached out via email multiple times on 1/29/16 stating with photos that we sent the wrong shoes in the correct box for the first package that should have contained the [redacted] size 8-B. The customer is stating that they received a men's shoe [redacted] size 8-D. The customer requested that we pay to return these shoes back for a refund. We responded via email on 1/29/16 at 3:53 pm apologizing for this situation and letting the customer know that we would be happy to email a pre-paid UPS return label that they can use to return this item back to our warehouse for a full refund. We also offered to supply a coupon as a courtesy for this situation. The customer then responded back on 1/29/16 that they had the shoes shipped to them from the United States to China and it took over a month to be delivered and they would not be willing to accept a coupon or a UPS pre-paid return label as it will not work in China if shipping to the US. We explained that we are sorry for this situation, but we are not responsible for items shipped out of the country by a third party shipping company. We clearly state on our website that we are only permitted to ship to and sell to customers within the US. We do not ship internationally and we cannot be responsible for the shipping costs associated with a return outside of the US. The customer responded back on 2/3/16 stating they were not happy with our coupon offer but they would like the $20 coupon emailed to them again as they did not receive it via email on 1/29/16 when we first offered it. The customer also stated that they would be contacting the BBB for a full or partial refund as they are not willing to pay to return the item back to the US. We reissued the same coupon sent originally on 1/29/16 again on 2/3/16. In the case that a shoe is delivered incorrectly and a customer contacts us, our process is to offer a free UPS return shipping label, process the return back to our warehouse for a full refund, and offer a new order with a generous discount or a coupon for a future purchase for the inconvenience and any frustration caused by their order. If a customer has taken the shoe outside of the US, we will still offer a free UPS return shipping label, process the full refund and offer a coupon for the inconvenience, but we do not offer to pay the shipping to get the shoe back into the US. The UPS label is only valid for US shipments since the US is the only country we ship to. We believe we have tried to make reasonable accommodations for this customer for a shoe that was incorrectly delivered. We have records showing that we scanned and verified the correct shoe was shipped. The package was delivered by UPS and was signed for by the receiver of the package with no issues or reports of the incorrect shoe. Unfortunately, we do not have anyway to verify what happened to the package after it was handled by the the customer's third party shipping company or in the month it was in transit out of the US. We are very sorry that this customer is not able to return the shoe for a refund at their cost. We cannot be responsible for the cost of this return as it is clearly stated on our website and we are not permitted to ship or sell products outside of the US. I have attached our FAQ page to this case as we have our policies and processes notated on our website explaining that we are unable to assist with international orders. [redacted] We have provided this customer a coupon in the amount of $20 and we have explained that we are also willing to email them a UPS pre-paid label that they can use to have the item shipped back to our warehouse for a full refund once it is in the US. Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the conversation stated by business,they believed that they shipped the correct shoes and suggested that it was replaced by third party.But And I think the company did pack the incorrect shoes. I really didn't receive this coupon on 1/29/2016 supposed to be sent to me right after the first email. It made me feel angrier and being made fool of.

he math in your complaint does not add up$divided by equals $If you received $from the business already then the remaining amount you should be owed is $Please confirm the amount you are requesting for refundYES, YOU'RE RIGHT, IT'S $FILE FOR THAT CLAIMTHANKS

We replied to Mr [redacted] ’s email about the wrong amount being credited for the 50% discount that was offeredUpon looking into this issue further we noticed an error with the original creditOn October 5, a credit was issued in the amount of $back to his original payment which was the amount that was missing from the original creditWe followed up with Mr [redacted] via phone on October 9, and left him a message to call us backWe have not heard back from Mr [redacted] , if he has any questions we are more than happy to assist him

Ms*** contacted us on June 16, about her order ***We let her know the *** *** was no longer availableWe offered to place a new order at no charge for the frustration of a third order not being available to be sent to her due to no inventoryA new order was placed and she
offered to pay for the new orderWe have sent a free shoe coupon to Ms*** to use on a future order

you don't provide anywhere on your complaint form for a download of proof.this is the email they sent me promising to give me %discount off the entire orderPlease forward that too