One of our mangers, [redacted] , spoke with this customer on Tuesday, 8/2/Based on the experience this customer is having, the time frame they have been using these shoes, and the activities they are doing with them, we believe they are experiencing wear and tearThe shoes have been used several days each week for almost monthsAs the customer was dissatisfied with their experience, we offered $off a new purchase on www.newbalance.comThe customer told us he would think about this and get back to usHe emailed us and asked [redacted] to call him when she was not in the officeShe provided her hours and asked if they could talk againOn Friday, 8/5/16, [redacted] emailed the customer again to let him know she would be out of the office and let him know if he wants to discuss his experience further he can contact us to speak with any other manager on duty as they will be glad to assist himWe do hope he will accept our offer and this will resolve his concernsFor additional assistance he can contact us Monday - Friday 7a-7p (CST)Thank you, [redacted] Customer Care Supervisor
We received the first Revdex.com communication (complaint # [redacted] ) from Mr [redacted] on August 22, He gave us feedback on his pair of MWwalking shoes that they were hurting his feet and he could not wear themWe were able to make a one-time exception to get him free replacements without requiring a return of his shoesWe sent him pair of MW928BRon August 22, and pair of M840GRon August 26, Both of these items did not fit properly and he returned them, so we sent him free pair of MW928BRin a different size on August 29, and free pair of M1080SBon September 13, Those pairs did not work, either, unfortunately and he returned themWe sent him free pair of MT910GXon September 13, and free pair of M2040BKon September 23, Those were also both returned to us and we sent him free pair of M990GLon 9/23/and free pair of M1300BER on October 14, The M1300BER did not work for him, either, so those were returned to us and we sent a free pair of M2040BK3, 11-2E to him on October 26, Since August we have made multiple returns and reorders, ultimately resulting in his keeping pairs of running shoes valued at $ We received the Revdex.com communication for the more recent issue he is having (# [redacted] ) and called him to see what we could do to help himHis experience is that the shoes we sent him in October are no longer cushioned enough and are hurting his feetWe recommended adding inserts to the shoes to add some support and cushioning, and we recommended placing an order for a new pair of shoes, the M1540vWe also recommend contacting his podiatrist, who had originally recommended the MW928BRin AugustWe made it clear to Mr [redacted] that we are not able to provide free replacements for the shoes we sent to him back in October 2016, but we are committed to helping him find a new pair of shoes that will work for himWe have recommended the M1540vbased on his preferences, and we would be happy to discuss that further, if neededWe have also offered to place a new order at regular price, but we can offer expedited shipping at no additional costWe appreciate the opportunity to take care of Mr [redacted] , and look forward to speaking with him in the futureThank you for choosing New Balance!
We are very sorry if there was any miscommunication with this customerWe ask many questions to better understand the experience our customers have had with our product so we can determine what may be occurring and promote a more positive experience in the futureOur Manager, [redacted] , has been in communication with this customer on 8/11/and 8/12/We have offered to compensate him with a coupon for a free pair of shoes from www.newbalance.comThe coupon will apply to any pair of shoes on the website and is valid through the end of the yearWe hope this adequately resolves his concerns and will be happy to help him select a new product, if needed, that will perform to his expectations
Our manager on duty, [redacted] contacted the customer at the phone number provided and left a message with the individual who answered the phoneShe also sent the below email:Dear [redacted] ,I am contacting you regarding your Dunham shoes you purchased in and I will be happy to offer assistance.I am sorry the shoes have not lived up to your expectationI understand you started wearing these boots this year and they fell apart after three months of wearI can understand the frustration you must feel by this issueI have spoken to a few other customers that feel this wayWhat we have found is when an item sits for an extended period of time and is unworn; the sole of the shoe can start to disintegrateThis is caused by the sole drying out as it is petroleum basedIt is like a rubber band if it is not used it will dry out and not maintain its elasticityWhat I can offer is a free shoe code as a one-time exception; with this code you will be able to replace the shoe with a newer Dunham shoe from our site www.NewBalance.comBelow is your coupon information:(coupon code an expiration date included in email to customer)If you have any other questions or concerns please contact me and I will be happy to assist you.We have not yet received a reply from this customerWe do hope the offer of a coupon to replace these boots with any footwear available on our website will resolve his concernsThank you, [redacted] Customer Care Supervisor
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] ***
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]
Dear [redacted] , Thank you for taking the time to get back to usI am sorry to hear you do not have an email address for us to communicate further about your New Balance shoesI am committed to your satisfaction and am happy to find a solution for youWe handle each inquiry on a case by case basisFor us to proceed I would like to have a complete understanding of what has occurred with your shoesIt 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 belowThis will help us arrive at the best solution-Can you provide the full style number of the 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 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 shoesDo 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, ***Special Communications ManagerCustomer Carewww.newbalance.com
We spoke with Mr [redacted] on April 3, about his returned itemWe explained that our system was not showing the returned item as received by our returns department but according to tracking it was delivered on March 13, We offered to refund Mr [redacted] for the return and offered a $ coupon for the experience with his return creditMr [redacted] is happy with this resolutionThe credit has been issued to Mr [redacted] ’s credit card on April 3,
We spoke with Mr [redacted] on January 22, and talked about one of the eyelets ripping on his MX 608vtraining shoesAfter our discussion with Mr***, we came to the conclusion that the eyelet ripping after having for the shoe for months is not considered a manufacturing issueWe explained to have his feet measured at least every six month to ensure he is in a proper fitting shoe and when he experiences an issue to contact us right away so we can addressAs a one-time exception we offered to send him a free shoe code for a future purchaseMr [redacted] stated he is happy with this resolution and accepted the free shoe code
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 timesThe accuracy of the response is also questionableThey took 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 suchI received no free shipping couponI was told that if I want my 2nd return processed faster, that I must notify them when they receive it at their warehouseSo I set up [redacted] notifications directly to New Balance, proving they'd have the return 3/and asked to start the refund process on 3/Their response suggests that they made exceptions to process both refunds early, they only did this on the 2nd orderI had to prove that they received the first return on day They have told me that it will take up to days for my bank to get the refundWhen I receive both refunds to my account, then I will accept this matter as closedI am including an accurate timeline of the eventsPart of the frustration is I've dealt with peopleEverytime you respond, a different person gets involvedTimeline: 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 daysOn 3/(day 8) [redacted] replied "do to increased volume" it takes up to 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 daysOn 3/14, (day 9) I receive a email from [redacted] asking for the tracking number from the shoesKeep in mind this is the tracking number / return label that NB sent to meAgain [redacted] repeats "We process returns in the order they are received in our warehouseWith a high volume of returns, we must allow our warehouse up to business days at the most to process your returns", but asking for the tracking number on day indicates NB has no idea what is going on with my returnI send him the tracking number, and at that point notify him that I wish to return the 2nd orderOn 3/(day 10), I get a reply from [redacted] saying he has gone ahead and issued the refund, stating that it will take days to process and days to post the refund to my accountThat's additional days needed on top of the Ironically, [redacted] *says they are not notified of returns arriving to the warehouseIf 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 questionOn 3/(day 11), I receive a email from [redacted] that he has processed my return(Note we are now past NB's day policy)I replied to [redacted] that it is pretty ridiculous that I need to tell NB that they have received the returnI again gave him the tracking number for the 2nd order, he can verify that it is in [redacted] possession and delivery will be 3/I stated there is no reason for this to extend beyond 3/I also advised him that the 1st refund still has not shown up on my card as either posted or pendingOn 3/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 mePlease allow days for the refund to be processed by your bank.] Regards, [redacted] ***
Dear [redacted] , Thank you for taking the time to contact New Balance through the Revdex.comMy name is [redacted] and I am the Special Communications ManagerI am sorry about your experience with your New Balance shoes and will be happy to assist you I would like to find the fastest and easiest resolution for youWould it be possible for you to provide me with an email address? I will be happy to reach out with a few additional questions about your shoes that will allow me to better understand your experienceI believe we can come to a good resolution via email I will reach out to you as soon as possible once an email address is providedI look forward to hearing from you Sincerely, [redacted] *Special Communications Manager New Balance
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 Regards, [redacted] ***
[redacted] purchased a pair of UX200BK 9.5-D from Joe’s New Balance Outlet on October 31, and his request to return his shoes was declined due to exceeding their typical practice of accepting returns of unworn shoes within days of the purchase date Mr [redacted] called NewBalance.com for assistance and spoke with myself, [redacted] ***, on Wednesday, January 24, 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 footAdditionally, 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 business day on Thursday January 25, 2018, *** [redacted] called Mr [redacted] back on behalf of Joe’s New Balance OutletThey spoke at length about the style of shoes and *** 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] I am contacting Revdex.com because New Balance Athletic Incwants to reach out to me concerning the defective model 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 businessI'm replying within days of receiving the letter from Revdex.com 1/3/Please get back to me regarding how to resolve this situation Thank you
One of our mangers, [redacted] , spoke with this customer on Tuesday, 8/2/Based on the experience this customer is having, the time frame they have been using these shoes, and the activities they are doing with them, we believe they are experiencing wear and tearThe shoes have been used several days each week for almost monthsAs the customer was dissatisfied with their experience, we offered $off a new purchase on www.newbalance.comThe customer told us he would think about this and get back to usHe emailed us and asked [redacted] to call him when she was not in the officeShe provided her hours and asked if they could talk againOn Friday, 8/5/16, [redacted] emailed the customer again to let him know she would be out of the office and let him know if he wants to discuss his experience further he can contact us to speak with any other manager on duty as they will be glad to assist himWe do hope he will accept our offer and this will resolve his concernsFor additional assistance he can contact us Monday - Friday 7a-7p (CST)Thank you, [redacted] Customer Care Supervisor
We received the first Revdex.com communication (complaint # [redacted] ) from Mr [redacted] on August 22, He gave us feedback on his pair of MWwalking shoes that they were hurting his feet and he could not wear themWe were able to make a one-time exception to get him free replacements without requiring a return of his shoesWe sent him pair of MW928BRon August 22, and pair of M840GRon August 26, Both of these items did not fit properly and he returned them, so we sent him free pair of MW928BRin a different size on August 29, and free pair of M1080SBon September 13, Those pairs did not work, either, unfortunately and he returned themWe sent him free pair of MT910GXon September 13, and free pair of M2040BKon September 23, Those were also both returned to us and we sent him free pair of M990GLon 9/23/and free pair of M1300BER on October 14, The M1300BER did not work for him, either, so those were returned to us and we sent a free pair of M2040BK3, 11-2E to him on October 26, Since August we have made multiple returns and reorders, ultimately resulting in his keeping pairs of running shoes valued at $ We received the Revdex.com communication for the more recent issue he is having (# [redacted] ) and called him to see what we could do to help himHis experience is that the shoes we sent him in October are no longer cushioned enough and are hurting his feetWe recommended adding inserts to the shoes to add some support and cushioning, and we recommended placing an order for a new pair of shoes, the M1540vWe also recommend contacting his podiatrist, who had originally recommended the MW928BRin AugustWe made it clear to Mr [redacted] that we are not able to provide free replacements for the shoes we sent to him back in October 2016, but we are committed to helping him find a new pair of shoes that will work for himWe have recommended the M1540vbased on his preferences, and we would be happy to discuss that further, if neededWe have also offered to place a new order at regular price, but we can offer expedited shipping at no additional costWe appreciate the opportunity to take care of Mr [redacted] , and look forward to speaking with him in the futureThank you for choosing New Balance!
We are very sorry if there was any miscommunication with this customerWe ask many questions to better understand the experience our customers have had with our product so we can determine what may be occurring and promote a more positive experience in the futureOur Manager, [redacted] , has been in communication with this customer on 8/11/and 8/12/We have offered to compensate him with a coupon for a free pair of shoes from www.newbalance.comThe coupon will apply to any pair of shoes on the website and is valid through the end of the yearWe hope this adequately resolves his concerns and will be happy to help him select a new product, if needed, that will perform to his expectations
Our manager on duty, [redacted] contacted the customer at the phone number provided and left a message with the individual who answered the phoneShe also sent the below email:Dear [redacted] ,I am contacting you regarding your Dunham shoes you purchased in and I will be happy to offer assistance.I am sorry the shoes have not lived up to your expectationI understand you started wearing these boots this year and they fell apart after three months of wearI can understand the frustration you must feel by this issueI have spoken to a few other customers that feel this wayWhat we have found is when an item sits for an extended period of time and is unworn; the sole of the shoe can start to disintegrateThis is caused by the sole drying out as it is petroleum basedIt is like a rubber band if it is not used it will dry out and not maintain its elasticityWhat I can offer is a free shoe code as a one-time exception; with this code you will be able to replace the shoe with a newer Dunham shoe from our site www.NewBalance.comBelow is your coupon information:(coupon code an expiration date included in email to customer)If you have any other questions or concerns please contact me and I will be happy to assist you.We have not yet received a reply from this customerWe do hope the offer of a coupon to replace these boots with any footwear available on our website will resolve his concernsThank you, [redacted] Customer Care Supervisor
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] ***
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]
Dear [redacted] , Thank you for taking the time to get back to usI am sorry to hear you do not have an email address for us to communicate further about your New Balance shoesI am committed to your satisfaction and am happy to find a solution for youWe handle each inquiry on a case by case basisFor us to proceed I would like to have a complete understanding of what has occurred with your shoesIt 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 belowThis will help us arrive at the best solution-Can you provide the full style number of the 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 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 shoesDo 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, ***Special Communications ManagerCustomer Carewww.newbalance.com
We spoke with Mr [redacted] on April 3, about his returned itemWe explained that our system was not showing the returned item as received by our returns department but according to tracking it was delivered on March 13, We offered to refund Mr [redacted] for the return and offered a $ coupon for the experience with his return creditMr [redacted] is happy with this resolutionThe credit has been issued to Mr [redacted] ’s credit card on April 3,
We spoke with Mr [redacted] on January 22, and talked about one of the eyelets ripping on his MX 608vtraining shoesAfter our discussion with Mr***, we came to the conclusion that the eyelet ripping after having for the shoe for months is not considered a manufacturing issueWe explained to have his feet measured at least every six month to ensure he is in a proper fitting shoe and when he experiences an issue to contact us right away so we can addressAs a one-time exception we offered to send him a free shoe code for a future purchaseMr [redacted] stated he is happy with this resolution and accepted the free shoe code
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 timesThe accuracy of the response is also questionableThey took 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 suchI received no free shipping couponI was told that if I want my 2nd return processed faster, that I must notify them when they receive it at their warehouseSo I set up [redacted] notifications directly to New Balance, proving they'd have the return 3/and asked to start the refund process on 3/Their response suggests that they made exceptions to process both refunds early, they only did this on the 2nd orderI had to prove that they received the first return on day They have told me that it will take up to days for my bank to get the refundWhen I receive both refunds to my account, then I will accept this matter as closedI am including an accurate timeline of the eventsPart of the frustration is I've dealt with peopleEverytime you respond, a different person gets involvedTimeline: 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 daysOn 3/(day 8) [redacted] replied "do to increased volume" it takes up to 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 daysOn 3/14, (day 9) I receive a email from [redacted] asking for the tracking number from the shoesKeep in mind this is the tracking number / return label that NB sent to meAgain [redacted] repeats "We process returns in the order they are received in our warehouseWith a high volume of returns, we must allow our warehouse up to business days at the most to process your returns", but asking for the tracking number on day indicates NB has no idea what is going on with my returnI send him the tracking number, and at that point notify him that I wish to return the 2nd orderOn 3/(day 10), I get a reply from [redacted] saying he has gone ahead and issued the refund, stating that it will take days to process and days to post the refund to my accountThat's additional days needed on top of the Ironically, [redacted] *says they are not notified of returns arriving to the warehouseIf 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 questionOn 3/(day 11), I receive a email from [redacted] that he has processed my return(Note we are now past NB's day policy)I replied to [redacted] that it is pretty ridiculous that I need to tell NB that they have received the returnI again gave him the tracking number for the 2nd order, he can verify that it is in [redacted] possession and delivery will be 3/I stated there is no reason for this to extend beyond 3/I also advised him that the 1st refund still has not shown up on my card as either posted or pendingOn 3/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 mePlease allow days for the refund to be processed by your bank.] Regards, [redacted] ***
Dear [redacted] , Thank you for taking the time to contact New Balance through the Revdex.comMy name is [redacted] and I am the Special Communications ManagerI am sorry about your experience with your New Balance shoes and will be happy to assist you I would like to find the fastest and easiest resolution for youWould it be possible for you to provide me with an email address? I will be happy to reach out with a few additional questions about your shoes that will allow me to better understand your experienceI believe we can come to a good resolution via email I will reach out to you as soon as possible once an email address is providedI look forward to hearing from you Sincerely, [redacted] *Special Communications Manager New Balance
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 Regards, [redacted] ***
[redacted] purchased a pair of UX200BK 9.5-D from Joe’s New Balance Outlet on October 31, and his request to return his shoes was declined due to exceeding their typical practice of accepting returns of unworn shoes within days of the purchase date Mr [redacted] called NewBalance.com for assistance and spoke with myself, [redacted] ***, on Wednesday, January 24, 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 footAdditionally, 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 business day on Thursday January 25, 2018, *** [redacted] called Mr [redacted] back on behalf of Joe’s New Balance OutletThey spoke at length about the style of shoes and *** 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] I am contacting Revdex.com because New Balance Athletic Incwants to reach out to me concerning the defective model 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 businessI'm replying within days of receiving the letter from Revdex.com 1/3/Please get back to me regarding how to resolve this situation Thank you