Joe's New Balance Outlet

Initial Business Response /* (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

We contacted ** *** about his missing order ***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 ** again 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 meThe Customer service email your website have provided is an unmonitored mailbox,this means I have not a effective way to contact you about my order except to make a phone.I have ask my friend to call you ,you just tell him that you can not cancle the order and what I can do is to reject the package,but the special sicuation I have emailed you.If you want me to do something for you about this order,please email me!Finally, thank you for your approach
Sincerely,
** ***

Initial Business Response /* (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:
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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 *** women's style and order number XXXXXXXX is for the *** 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

*** ** 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

We received the Revdex.com communication regarding *** ***’s experience on Monday, January 23, and attempted to call the phone number in the contact informationUnfortunately the number did not work, so we have emailed the customer in an attempt to find a reasonable solution for this
situationWe are dedicated to finding the best solution and look forward to conversing with *** about their experienceWe appreciate the opportunity to better assist our customer

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,
*** ***

Complaint: ***
I am rejecting this response because:
They asked me to return the wrong shoes, and then give me a refund, but now I'm in China, returned shoes will bear the huge costs, I do not want to bear such a big loss, because this is their mistake, so I ask them either compensation Money, or compensation for my shoes
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 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,
*** ***

*** Customer placed this order on 10/29/The shoe was purchased for $with a coupon and shipped to a US addressThe customer then had a third party receiver ship the shoe from the US address to an address in China
Customer contacted us on 11/22/via email stating that their shoe,
the *** 8.5-D, was damaged upon arrival
Customer states in their email that the glue was not well attached on the side, the front part of the shoe was not well handled, and there were some threads on the tongue of the shoe that were too long
On 11/24/we apologized for any cosmetic imperfections and offered for the customer to give us a call for return instructionsWe offered to allow the return for a full refund back to the customers credit card
On 11/26/the customer emailed to state they are in China and cannot return the shoe to us
On 11/30/we offered to provide a free return label to the customer from the US based shipping address we sent the item to with the condition that this customer paid for the return back to the US address they used as a third party receiverWe explained that while we are typically not responsible for damaged items or returns shipped by a third party we would allow a full refund if the customer could get this item to the third party as well as provide a UPS pre-paid label to their receiver as a courtesy for their frustrationWe noted that we are a U.Sbased company and are unable to ship internationally or accept international ordersThis is listed on our website per the link below:
http://www.joesnewbalanceoutlet.com/information/FAQ.asp
On 12/1/the customer responded stating they cannot afford to ship the shoe back to the third party receiver and asked us to help them with some other compensation
On 12/1/we offered them the customer service team in China to see if they could be assisted in some other way by exchange or credit
On 12/13/The customer emailed upset that we could not do anything here in the US for them and asked for compensation
On 12/15/The customer requested a manager email them and stated they were contacting the Revdex.com
On 12/16/A manager (myself) reached out to this customerI reviewed the customer's photos of the extra thread, smudge of glue and the front stitchingI have attached the photos belowI apologized for the imperfections, explained that we couldn't allow the return to be covered as it was outside of our policy but offered to send them a coupon for the frustration and inconvenienceI explained that we do not typically offer coupons or offers for this type of issue, but we would as a special courtesyI offered a coupon for $off a new order on our websiteThis is a generous coupon as it is more than half of the price of the shoe and the customer would be able to keep the item with minimal imperfections
On 12/17/The customer emailed back stating that my offer was not reasonable and they would like a refund back to their credit card and to keep the shoeOr for us to pay for the return back to the US and to then refund their credit card in full
On 12/18/I emailed the customer stating that I was happy to work with them and offered a large discount for the inconvenience but explained I couldn't refund their credit card for a shoe they were keeping and could not pay for a return outside of the US
On 12/18/I received this Revdex.com complaintThe customer has not responded to my last email and does not have a phone number we can contact them on
We have tried to make reasonable accommodations for this customer as a courtesy for a shoe that was sent out with minor imperfectionsWe are very sorry that they are 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 in on our website and we are not permitted to ship or sell products outside of the US
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http://www.joesnewbalanceoutlet.com/information/FAQ.asp (***.jpg)

My problem is resolvedRevdex.com did a great job! Thank you

We replied to Mr***’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*** via phone on October 9, and left him a message to call us backWe have not heard back from Mr***, if he has any questions we are more than happy to assist him

Complaint: ***
I am rejecting this response because:
Currently, my fourth order has not shipped yet so I am hesitant to close this case In addition, my original order of model in size medium - color Pink is still showing for sale on the company website even though my first and second order was cancelled for these shoes Also, the website shows the same shoe in color Navy is available in my size even though my third order was cancelled I was forced to order a color I really didn't want just to get a pair of running shoes that I am used to wearing *** has tried to help me but as of yet, my fourth order has not shipped for the black ones so this case should not be closed yet
Sincerely,
*** ***

We have reached out to Ms*** about her experience with returning a shoe she received in the wrong colorWe are sorry Ms*** experienced this rare situation and offered a $coupon to help with the return shipping chargeWhen Ms*** received the coupon it expired on February 1,
We contacted Ms*** on January via email and on January 5, via phoneMs*** contacted us and spoke to one of our representatives Our records indicate that we have fulfilled Ms***’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