Joe's New Balance Outlet

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.*** ***

Our customer placed an order on January 23, and unfortunately received the wrong item in the mailWe sent the customer a pre-paid return labelUnfortunately we were out of stock on the item so we were unable to place a new order as requestedWe then received the communication from the Revdex.com on
February 3, We spoke with our customer and explained the situationWe will be monitoring the package being returned to us so that we can ensure that everything is processed correctlyWe have also promised to discount the customer’s next order $because of the inconvenience we causedAs always, we appreciate the feedback on our service and look forward to a continued relationship with our customer in the future!

They 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.....*** ** ***

We spoke with Mr*** on November 17, about his orders being cancelled and his experience with the first order from our siteHis first order, ***, was shipped without a proper addressSince Mr*** did not receive the item he disputed the charge with his bankDue to this dispute his
future orders were cancelledWe have discussed with Mr*** 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 *** at no charge for his experience as a one-time exception

*** 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 AF. The 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 address. We 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 package. The 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 replacement. We 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 item. We 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 investigate. The 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 lost. We 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 AF. We received a notice of this Revdex.com complaint #*** on 5/9/at 9:AMWe are responding to this complaint on 5/13/at 17:45 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 package. We 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://***

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: *** ** Customer Care
Customer placed their order on 1/8/at 11:15am for two itemsThe customer ordered the men's *** size 8.5-D for $and the women's *** size 8-B for $
Customer's order
shipped in two separate packagesThe first package shipped from our Missouri warehouse on 1/8/at 4:pm and our records show this item was scanned as a women's *** size 8-BThe first package and the item in question was scanned at a UPS location on 1/8/at 8:14pm and was delivered to the customer in Portland, Oregon on 1/14/at 3:pm and signed for by KN
The second package shipped from our California warehouse on 1/12/at 3:15pm CST and our records show this item was scanned as a men's *** 8.5-DThe second package was scanned at a UPS location on 1/12/at 3:pm Pacific Time and was delivered to the customer in Portland, Oregon on 1/15/at 2:52pm and signed for by KNThis 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/stating with photos that we sent the wrong shoes in the correct box for the first package that should have contained the *** size 8-BThe customer is stating that they received a men's shoe *** size 8-DThe customer requested that we pay to return these shoes back for a refundWe responded via email on 1/29/at 3: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 refundWe also offered to supply a coupon as a courtesy for this situation
The customer then responded back on 1/29/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 USWe 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 companyWe clearly state on our website that we are only permitted to ship to and sell to customers within the USWe 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/stating they were not happy with our coupon offer but they would like the $coupon emailed to them again as they did not receive it via email on 1/29/when we first offered itThe customer also stated that they would be contacting the Revdex.com for a full or partial refund as they are not willing to pay to return the item back to the USWe reissued the same coupon sent originally on 1/29/again on 2/3/
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 USThe 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 deliveredWe have records showing that we scanned and verified the correct shoe was shippedThe package was delivered by UPS and was signed for by the receiver of the package with no issues or reports of the incorrect shoeUnfortunately, 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 USWe are very sorry that this customer is not able to return the shoe for a refund at their costWe 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
***
We have provided this customer a coupon in the amount of $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 /* (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/supposed to be sent to me right after the first email
It made me feel angrier and being made fool of

We contacted ** *** via email as their phone number is invalidIn the email we explained that once an order is placed on our site it cannot be cancelled as our systems are automatedThis automation allows for us to process the order and get it shipped out in a timely mannerDue to us
not being able to cancel the order we have issued a refund as a one-time exceptionWe have explained when on our site, if payment information is entered and the submit button is clicked: this authorizes the order to be placedIf this is not done an order will not be placed in our system and we wouldn’t place an order without the customer’s authorization

Initial Business Response /* (1000, 5, 2015/11/11) */
Customer placed an order on our website at Joe's New Balance Outlet on October 29th, Customer contacted us via email requesting to change the shipping address on this order hours after it had been submitted and was processed for
shippingWe informed the customer that we were unable to make changes or cancel an order once it is submittedWe recommended he contact the forwarding company he requested to have the order sent to in an attempt to redirect his package or have it returned to sender so we could refund his orderThe customer stated he was unable to contact the company and requested we cancel the orderWe explained that we were unable to cancel this orderThe order had already processed and began shipping with *** We also explained we would not be able to refund or replace a package that was delivered successfully to the address on file with the orderThe order was delivered to the customer's shipping address on file on October 30th, and was signed per the tracking on file with ***
After discussing this situation with the customer, and not being able to contact the shipping address by phone to have the package returnedWe have decided to refund this customer in full as a special one-time exceptionThe customer has been informed of the decision to refund and should receive a full refund to the original form of payment within 2-business days
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They should provide a replacement address of command, because it is easy to forget to update the address careless, like this, like me, just updated the billing address

Final Consumer Response /* (3000, 6, 2015/04/08) */
Hi, I filed a complaint on your web site regarding Joe's New Balance Outlet on April 3, I don't see it on the site yetHowever, I'd like to amend it if possible because they have now credited me back for one of the duplicate ordersI'm
still VERY unhappy with the original shopping experience and with the poor customer service, but I do think it's fair to mention that the original problem is now resolved in that I got my refund(It is also clear that it IS possible for them to stop an order from shipment, despite their repeated claims via e-mail and phone that it is not possible.) I don't know if that's due to the Revdex.com's influence, but I'm so grateful you exist as a forum for supporting both businesses and customers
Your site seems to not recognize my e-mail, though I'm pretty sure I created a loginSo I don't know if there's some other way for me to update the complaint?

*** placed an order with us on August 13, When we were first contacted about the return on October 27, we explained that we would issue a website credit since the return was outside of our return policyThe return was processed on November and a website credit was issued*** contacted
us on Friday, December 4, through the Revdex.com, inquiring about her refund because she could not find anything on her statementWe reached out to her and explained that the return was issued as a website credit, and that process is irreversibleWe sent the code and amount for the credit through USPS, and *** will place her new order at her convenience

Initial Business Response /* (1000, 6, 2015/10/06) */
Contact Name and Title: *** ***
Contact Email: ***@newbalance.com
Dear *** ***,
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

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 refund. YES, YOU'RE RIGHT, IT'S $FILE FOR THAT
CLAIMTHANKS

On October 10, 2017, we contacted *** *** *** regarding order *** 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 *** *** *** 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

We contacted ** ** via email regarding the crack in the *** shoesWe have let ** ** 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 ** ** 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 *** 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,

Our customer placed their order on November 24, and unfortunately received the wrong itemsWe offered to make an exception by providing a pre-paid label for the return shipping within the U.S., so he could return the items for a refund, but were unable to pay the cost of return shipping from China, where the package was shippedAfter receiving the Revdex.com communication about this situation, we attempted to contact the customer via phone and email, both unsuccessfullyWe decided to make a one-time exception and refund the customer’s order for the inconvenience, without requiring the return of the incorrect itemsThe refund was processed on February 1, and an email confirmation of the refund was sent on the same dayWe are happy to be able to resolve this situation for our customer, and look forward to a continued relationship with themThank you very much for choosing Joe’s New Balance Outlet!

*** sent his shoes back to Joe’s New Balance Outlet in early January, and he has been concerned about how long it has taken to receive his refundWe received the Revdex.com communication and reached out to him on January and explained the situationIt can take up to business days after receipt for
our team to process a refund on an order, but we have gone ahead and authorized our team to have him refunded immediately, as an exceptionWe appreciate ***’s business and look forward to continuing to serve him in the future

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

I spoke with Ms*** about her order (***) that was placed on 6/16/I have confirmed with Ms*** that she had received the shoes from order ***At that time we placed a new order (***) 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*** 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your kind and prompt action!
Sincerely,
*** **