Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]..
[As this response is not signed, I have no idea who responded, but my name is not [redacted] and it's rather rude to call me that 3 times. The accuracy of the response is also questionable. They took 11 days to process the 1st return, this was after I was asked for the tracking number that NB gave me to find the 1st return. I do not feel "inconvenienced about the return processing", I am very frustrated with this companies poor customer service and have stated such. I received no free shipping coupon. I was told that if I want my 2nd return processed faster, that I must notify them when they receive it at their warehouse. So I set up [redacted] notifications directly to New Balance, proving they'd have the return 3/20 and asked to start the refund process on 3/21. Their response suggests that they made exceptions to process both refunds early, they only did this on the 2nd order. I had to prove that they received the first return on day 9. They have told me that it will take up to 7 days for my bank to get the refund. When I receive both refunds to my account, then I will accept this matter as closed. I am including an accurate timeline of the events. Part of the frustration is I've dealt with 7 people. Everytime you respond, a different person gets involved. Timeline: Order was returned on 3/2, NB received 3/6, I inquired about the refund on 3/12, at this point they had the shoes 7 days. On 3/13 (day 8) [redacted] replied "do to increased volume" it takes up to 10 days to process.( this implies that they are busy, not that this is the return policy) I again replied that the shoes have been in their possession for 8 days. On 3/14, (day 9) I receive a email from [redacted] asking for the tracking number from the shoes. Keep in mind this is the tracking number / return label that NB sent to me. Again [redacted] repeats "We process returns in the order they are received in our warehouse. With a high volume of returns, we must allow our warehouse up to 10 business days at the most to process your returns", but asking for the tracking number on day 9 indicates NB has no idea what is going on with my return. I send him the tracking number, and at that point notify him that I wish to return the 2nd order. On 3/15 (day 10), I get a reply from [redacted] saying he has gone ahead and issued the refund, stating that it will take 2 days to process and 5 days to post the refund to my account. That's 7 additional days needed on top of the 10. Ironically, [redacted]says they are not notified of returns arriving to the warehouse. If I want to get the refund processed as soon as possible, I must notify NB when the warehouse receives my return. Can you imagine that a customer has to notify the company that the return has been received by the company? To help NB with this, I added NB on [redacted] email notifications of all progress with the return so that there is no question. On 3/16 (day 11), I receive a email from [redacted] that he has processed my return. (Note we are now past NB's 10 day policy). I replied to [redacted] that it is pretty ridiculous that I need to tell NB that they have received the return. I again gave him the tracking number for the 2nd order, he can verify that it is in [redacted] possession and delivery will be 3/20. I stated there is no reason for this to extend beyond 3/21. I also advised him that the 1st refund still has not shown up on my card as either posted or pending. On 3/17 I received a somewhat angry email from [redacted] that as a final exception, she has processed the refund on the 2nd order and that there will be no more exceptions for me. Please allow 7 days for the refund to be processed by your bank.]
Regards,
[redacted]
Dear [redacted], Thank you for taking the time to get back to us about your 624 shoes. I am reaching out to clarify some information you have sent and need a little bit more information about your experience with the shoes. From what I understand on the back of the right shoe where the blue and gray bottom comes up it is separating and on both shoes the middle part of the sole is no longer being held by glue. These shoes have been worn a couple times a week from the purchase date. At this time you do not have access to the proof of purchase but Amy at the [redacted] can provide us a copy. One thing I was unclear on was the date of purchase. Were these purchased in 2015? I do need more information from you about the experience with the shoes. I only have three more questions for you. Please respond to the questions below. This will help me arrive at the best resolution. - When did you notice the issue happening with the shoes? - How do you clean your shoes, if you had to clean them? - When you remove your shoes, do you usually take them off with your feet? I look forward to hearing back from you. Sincerely, [redacted] Special Communications Manager Customer Care www.newbalance.com
We received the complaint from [redacted] on October 5, and I reached out to her to see what we could do. The shoes were purchased several months ago, so the original place of purchase could not assist. By way of email, we discussed how a pair of shoes should fit her son and for what...
activities this style of shoes should be used for. She will be taking him to a local New Balance store to have him fitted and to decide on a style, she will then notify me of the information. We will send her a pair of replacement shoes at no cost for the inconvenience they have experienced with the last pair.
Mr. [redacted] reached out through the Revdex.com on Thursday, June 29, 2017 in regards to an order he placed on June 7, 2017. He had purchased a pair of shoes and a pair of insoles and discarded the original insoles that came in the shoes. He then found out that the shoes will not work for...
him after all, and attempted to return them. As the shoes do not have the original insoles we will be able to accept the return only as an extreme courtesy. In the future we will only be able to assist with purchases and returns within our policies, and no further exceptions will be allowed. I offered to process the return as a refund to the original form of payment, but Mr. [redacted] elected to receive a store credit for the return. We will then assist him in placing a new order with that store credit.
Dear [redacted], Thank you for taking the time to get back to us. I am sorry to hear you do not have an email address for us to communicate further about your New Balance 624 shoes. I am committed to your satisfaction and am happy to find a solution for you. We handle each inquiry on a case by case basis. For us to proceed I would like to have a complete understanding of what has occurred with your 624 shoes. It is my hope that we can continue to correspond via the Revdex.com portal in order to understand what took place and how we can help.If you are willing to provide some additional details, please respond to the questions below. This will help us arrive at the best solution. -Can you provide the full style number of the 624 shoe? (This is located on the back of the tongue of the shoe)-When did you receive these shoes?-How often do you wear the 624 shoes?-When did you start to notice the issue with the sole?-Where on the shoe is the sole coming apart?-Is this happening on one or both shoes?-Can you provide a proof of purchase from the [redacted]?-When you have the shoes on how much room do you have from your longest toe to the front end of the shoe?-When you have the shoes on, laced up, and look down at the tops of the shoes. Do the eyelets look evenly spaced across from each other and parallel, these should look like railroad tracks? Or do they get wider or narrower at an point in the lacing system? I look forward to your response. Sincerely, [redacted]Special Communications ManagerCustomer Carewww.newbalance.com
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Thanks for the reply. I was contacted by manager [redacted] told me her available time and we had a talk but was interrupted by a meeting coming to me. Actually I was very busy last week. And I called [redacted]'s number every day around 5:15 PM but was told she was offline every time. Just a communication issue. I believe we will talk when she came back. I want to let the business know the resolution I seek for problems happening on this style of shoes is full refund. Actually I wasn't provided the exact $50 coupon choice in our first communication (all I heard are free shoes or a big discount. And I will decline the $50 coupon instantly when provided because this pair of shoes cost me more than $110.) From this reply, most description is true but some doesn't reflect what happened exactly. Like the 10 months is the time from purchase date to today (8/8/16) I have stated clearly the problems happens within 6 months (some within 3 months but I honestly told [redacted] it's beyond the return timeframe) The exaggeration on the time is easily seen as a tendency to shift the responsibility to the customer and make normal wear and tear as an excuse. Also the way I was contacted was a series of questions designed by the company. I honestly answered them but I need to make it clear the questions may designed to be introductory and make it easier for the company to get a conclusion that is advantageous to them. Some reason they provide that [redacted] hasn't received any complaint about this style is not that concrete. Again, I feel the need to ask for refund standing at the point of and from the experience of a loyal New Balance customer and I have four of their products. The problems I met repeated more than one time on some third party website and is unique to this product. I accept a more acceptable resolution from the company. I will wait until have talked with [redacted] then make a decision about this case. They can take this reply for reference for next communication.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I am contacting Revdex.com because New Balance Athletic Inc. wants to reach out to me concerning the defective model 624 sneakers, I am unable to exchange email due to my incarceration at MDOC, please provide me address and number to mail the product back to the business. I'm replying within 10 days of receiving the letter from Revdex.com 1/3/2018. Please get back to me regarding how to resolve this situation. Thank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted] [redacted]
[redacted] purchased a pair of UX200BK 9.5-D from Joe’s New Balance Outlet on October 31, 2017 and his request to return his shoes was declined due to exceeding their typical practice of accepting returns of unworn shoes within 30 days of the purchase date. Mr. [redacted] called NewBalance.com for...
assistance and spoke with myself, [redacted], on Wednesday, January 24, 2018. He stated that inside the right shoe there is a ridge at the edge of the toes in the insole that creates a pain point on his foot. Additionally, the left shoe is uncomfortable in a general way as well. I mentioned to him that I would have a Manager on Duty from Joe’s New Balance Outlet reach out to him right away. I clarified for him that I could refer him to the appropriate party within Joe’s New Balance Outlet, since NewBalance.com and Joe’s New Balance Outlet are separate businesses. Within 1 business day on Thursday January 25, 2018, [redacted] called Mr. [redacted] back on behalf of Joe’s New Balance Outlet. They spoke at length about the style of shoes and [redacted] placed a replacement order free of charge without having the customer return the older order as a special, one-time courtesy. The new order placed is [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Their offer of a 30 dollar off coupon is insulting. I want a refund of 175 dollars for both shoes.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]..
[As this response is not signed, I have no idea who responded, but my name is not [redacted] and it's rather rude to call me that 3 times. The accuracy of the response is also questionable. They took 11 days to process the 1st return, this was after I was asked for the tracking number that NB gave me to find the 1st return. I do not feel "inconvenienced about the return processing", I am very frustrated with this companies poor customer service and have stated such. I received no free shipping coupon. I was told that if I want my 2nd return processed faster, that I must notify them when they receive it at their warehouse. So I set up [redacted] notifications directly to New Balance, proving they'd have the return 3/20 and asked to start the refund process on 3/21. Their response suggests that they made exceptions to process both refunds early, they only did this on the 2nd order. I had to prove that they received the first return on day 9. They have told me that it will take up to 7 days for my bank to get the refund. When I receive both refunds to my account, then I will accept this matter as closed. I am including an accurate timeline of the events. Part of the frustration is I've dealt with 7 people. Everytime you respond, a different person gets involved. Timeline: Order was returned on 3/2, NB received 3/6, I inquired about the refund on 3/12, at this point they had the shoes 7 days. On 3/13 (day 8) [redacted] replied "do to increased volume" it takes up to 10 days to process.( this implies that they are busy, not that this is the return policy) I again replied that the shoes have been in their possession for 8 days. On 3/14, (day 9) I receive a email from [redacted] asking for the tracking number from the shoes. Keep in mind this is the tracking number / return label that NB sent to me. Again [redacted] repeats "We process returns in the order they are received in our warehouse. With a high volume of returns, we must allow our warehouse up to 10 business days at the most to process your returns", but asking for the tracking number on day 9 indicates NB has no idea what is going on with my return. I send him the tracking number, and at that point notify him that I wish to return the 2nd order. On 3/15 (day 10), I get a reply from [redacted] saying he has gone ahead and issued the refund, stating that it will take 2 days to process and 5 days to post the refund to my account. That's 7 additional days needed on top of the 10. Ironically, [redacted]says they are not notified of returns arriving to the warehouse. If I want to get the refund processed as soon as possible, I must notify NB when the warehouse receives my return. Can you imagine that a customer has to notify the company that the return has been received by the company? To help NB with this, I added NB on [redacted] email notifications of all progress with the return so that there is no question. On 3/16 (day 11), I receive a email from [redacted] that he has processed my return. (Note we are now past NB's 10 day policy). I replied to [redacted] that it is pretty ridiculous that I need to tell NB that they have received the return. I again gave him the tracking number for the 2nd order, he can verify that it is in [redacted] possession and delivery will be 3/20. I stated there is no reason for this to extend beyond 3/21. I also advised him that the 1st refund still has not shown up on my card as either posted or pending. On 3/17 I received a somewhat angry email from [redacted] that as a final exception, she has processed the refund on the 2nd order and that there will be no more exceptions for me. Please allow 7 days for the refund to be processed by your bank.]
Regards,
[redacted]
Dear [redacted], Thank you for taking the time to get back to us about your 624 shoes. I am reaching out to clarify some information you have sent and need a little bit more information about your experience with the shoes. From what I understand on the back of the right shoe where the blue and gray bottom comes up it is separating and on both shoes the middle part of the sole is no longer being held by glue. These shoes have been worn a couple times a week from the purchase date. At this time you do not have access to the proof of purchase but Amy at the [redacted] can provide us a copy. One thing I was unclear on was the date of purchase. Were these purchased in 2015? I do need more information from you about the experience with the shoes. I only have three more questions for you. Please respond to the questions below. This will help me arrive at the best resolution. - When did you notice the issue happening with the shoes? - How do you clean your shoes, if you had to clean them? - When you remove your shoes, do you usually take them off with your feet? I look forward to hearing back from you. Sincerely, [redacted] Special Communications Manager Customer Care www.newbalance.com
We received the complaint from [redacted] on October 5, and I reached out to her to see what we could do. The shoes were purchased several months ago, so the original place of purchase could not assist. By way of email, we discussed how a pair of shoes should fit her son and for what...
activities this style of shoes should be used for. She will be taking him to a local New Balance store to have him fitted and to decide on a style, she will then notify me of the information. We will send her a pair of replacement shoes at no cost for the inconvenience they have experienced with the last pair.
Mr. [redacted] reached out through the Revdex.com on Thursday, June 29, 2017 in regards to an order he placed on June 7, 2017. He had purchased a pair of shoes and a pair of insoles and discarded the original insoles that came in the shoes. He then found out that the shoes will not work for...
him after all, and attempted to return them. As the shoes do not have the original insoles we will be able to accept the return only as an extreme courtesy. In the future we will only be able to assist with purchases and returns within our policies, and no further exceptions will be allowed. I offered to process the return as a refund to the original form of payment, but Mr. [redacted] elected to receive a store credit for the return. We will then assist him in placing a new order with that store credit.
Dear [redacted], Thank you for taking the time to get back to us. I am sorry to hear you do not have an email address for us to communicate further about your New Balance 624 shoes. I am committed to your satisfaction and am happy to find a solution for you. We handle each inquiry on a case by case basis. For us to proceed I would like to have a complete understanding of what has occurred with your 624 shoes. It is my hope that we can continue to correspond via the Revdex.com portal in order to understand what took place and how we can help.If you are willing to provide some additional details, please respond to the questions below. This will help us arrive at the best solution. -Can you provide the full style number of the 624 shoe? (This is located on the back of the tongue of the shoe)-When did you receive these shoes?-How often do you wear the 624 shoes?-When did you start to notice the issue with the sole?-Where on the shoe is the sole coming apart?-Is this happening on one or both shoes?-Can you provide a proof of purchase from the [redacted]?-When you have the shoes on how much room do you have from your longest toe to the front end of the shoe?-When you have the shoes on, laced up, and look down at the tops of the shoes. Do the eyelets look evenly spaced across from each other and parallel, these should look like railroad tracks? Or do they get wider or narrower at an point in the lacing system? I look forward to your response. Sincerely, [redacted]Special Communications ManagerCustomer Carewww.newbalance.com
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[Thanks for the reply. I was contacted by manager [redacted] told me her available time and we had a talk but was interrupted by a meeting coming to me. Actually I was very busy last week. And I called [redacted]'s number every day around 5:15 PM but was told she was offline every time. Just a communication issue. I believe we will talk when she came back. I want to let the business know the resolution I seek for problems happening on this style of shoes is full refund. Actually I wasn't provided the exact $50 coupon choice in our first communication (all I heard are free shoes or a big discount. And I will decline the $50 coupon instantly when provided because this pair of shoes cost me more than $110.) From this reply, most description is true but some doesn't reflect what happened exactly. Like the 10 months is the time from purchase date to today (8/8/16) I have stated clearly the problems happens within 6 months (some within 3 months but I honestly told [redacted] it's beyond the return timeframe) The exaggeration on the time is easily seen as a tendency to shift the responsibility to the customer and make normal wear and tear as an excuse. Also the way I was contacted was a series of questions designed by the company. I honestly answered them but I need to make it clear the questions may designed to be introductory and make it easier for the company to get a conclusion that is advantageous to them. Some reason they provide that [redacted] hasn't received any complaint about this style is not that concrete. Again, I feel the need to ask for refund standing at the point of and from the experience of a loyal New Balance customer and I have four of their products. The problems I met repeated more than one time on some third party website and is unique to this product. I accept a more acceptable resolution from the company. I will wait until have talked with [redacted] then make a decision about this case. They can take this reply for reference for next communication.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I am contacting Revdex.com because New Balance Athletic Inc. wants to reach out to me concerning the defective model 624 sneakers, I am unable to exchange email due to my incarceration at MDOC, please provide me address and number to mail the product back to the business. I'm replying within 10 days of receiving the letter from Revdex.com 1/3/2018. Please get back to me regarding how to resolve this situation. Thank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted] [redacted]
[redacted] purchased a pair of UX200BK 9.5-D from Joe’s New Balance Outlet on October 31, 2017 and his request to return his shoes was declined due to exceeding their typical practice of accepting returns of unworn shoes within 30 days of the purchase date. Mr. [redacted] called NewBalance.com for...
assistance and spoke with myself, [redacted], on Wednesday, January 24, 2018. He stated that inside the right shoe there is a ridge at the edge of the toes in the insole that creates a pain point on his foot. Additionally, the left shoe is uncomfortable in a general way as well. I mentioned to him that I would have a Manager on Duty from Joe’s New Balance Outlet reach out to him right away. I clarified for him that I could refer him to the appropriate party within Joe’s New Balance Outlet, since NewBalance.com and Joe’s New Balance Outlet are separate businesses. Within 1 business day on Thursday January 25, 2018, [redacted] called Mr. [redacted] back on behalf of Joe’s New Balance Outlet. They spoke at length about the style of shoes and [redacted] placed a replacement order free of charge without having the customer return the older order as a special, one-time courtesy. The new order placed is [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Their offer of a 30 dollar off coupon is insulting. I want a refund of 175 dollars for both shoes.
Regards,
[redacted]