Nike Inc

Dear [redacted],
Thank you for contacting Nike through the Revdex.com.
We are sorry to learn of the issues you’re experiencing with your Nike footwear and in obtaining claim assistance.
In review of your contact history and per the information provided the date of manufacture (2006) of...

your footwear is indeed beyond the timeframe to receive an inspection. We understand your frustration and apologize for the inconvenience.
Please note, Nike's in-season merchandise is sent to our distribution centers from our factories and then directly to our authorized retailers. Nike has no control over how long retailers hold on to their inventory before selling and therefore, it is possible for consumers to purchase older product that has been shelved at the retail store.
Additionally, it is important to note Nike does not have a footwear warranty rather Nike will consider for inspection footwear that is received to Nike within 2 years of the date of manufacture (see www.nikeclaims.com). You may want to consider working with the original place of purchase.
While we are unable to offer claim assistance, as a courtesy promo code for use on a future order at Nike.com is being provided as a courtesy. Below is the information of the promo code and the expiry date.
[redacted]
EXPIRATION DATE: 2016-07-21
Thank you again for contacting Nike.
Sincerely,
 
Kelly
Elite Services Athlete

Complaint: [redacted]As I already mentioned, I have already contacted the retail store and spoke to the manager on the phone, he told me to contact the corporate phone number instead. I guess he is not aware of Nike's return policies. Can you help arrange for a return/exchange directly in the store I bought from? 
I do not shop online and the nike online credit won't be of much use even if I get it.

Hello [redacted],Thank you for contacting Nike through the Revdex.com.We appreciate your feedback regarding the claim decision of CL[redacted] and apologize for any inconvenience you've experienced in contacting us. Your comments have been forwarded to the proper departments within Nike....

It is through consumer feedback we are able to improve our products and business services.Nike indeed stands behind all products for material and workmanship flaws. Product will be inspected if received to Nike within 2 years of the date of manufacture and must show evidence of a flaw to receive credit. Credit is provided in the form of a Product Voucher for the MSRP of the product for use at Nike.com only. The US retail value of the Women’s Nike Flyknit Lunar 2 received for the inspection of your claim is $150.00.Our experienced inspectors carefully evaluated your claimed product, and due to your concern the photos and original Inspector notations were viewed. The photos of the shoes indeed confirm the issue is a result of ‘normal wear and tear’. Therefore, we agree with the original claim decision of the inspectors. Please know that if you choose to return your product directly to Nike, you have agreed to the terms and conditions of our return guidelines. While we are unable to provide credit, as a courtesy I’m offering a $50.00 Nike Gift Card. If you would like to receive the Nike Gift card, please reply and confirm your preference of delivery. We can send to your email address or physical address which we have on file. Thank you again for contacting Nike.Sincerely,KellyNike

Hello [redacted],
 
Thank you for contacting Nike through the Revdex.com.
We are sorry to hear of the issues you're experiencing with you Nike Cross Trainers and regret any inconvenience this has caused.
Nike works to improve products each season with technical advancements and...

design updates. Nike stresses the importance of trying on each style at the retail level, so those consumers are properly fitted before making their purchase. We've also made arrangements with our authorized retail accounts to accept returns for products with material and manufacturing flaws. However, retailers do have their own particular policies regarding the acceptance of returns.
Nike stands behind all product for flaws in material and workmanship. While per our Return Guidelines, size and fit issues are not accepted,if you feel that there is a material or manufacturing flaw with your shoes, we have an efficient process that you could use to have your shoes inspected.
 
If our inspectors determine that your shoes are flawed, you would receive a product voucher for the original retail value of the shoes. This product voucher can only be redeemed on NikeStore.com. Nike does not provide refunds or replacements.
If you would like to view the Return Guidelines and submit a claim, please visit www.nikeclaims.com. If the inspection service is not an option for you, we encourage you to work with the original place of purchase.
If you have any questions, please contact Nike Corporate Customer Service at 1-800-3440-6453, 7am-4pm PST.
Sincerely,
Kelly
Elite Services Athlete

Hello [redacted]
Your reply/rejection to my response was forwarded to me by the Revdex.com.
I sincerely apologize for the issues this has caused and understand your frustration.
 
A pair of the Nike Roshe LD-1000 Men's shoes, style #[redacted] sz 12.5 was able to be located inventory and is being shipped to you via UPS Next Day Air. The UPS tracking number is: [redacted]. Tracking details will be visible online at www.ups.com once the carton ships.
 
Regrettably, the Nike Legend Poly Long-Sleeve Men's Training shirt, style #[redacted] sz XXL could not be located for replacement and therefore, we have included (in the box) a $20.00 Nike Gift card that can be used online or at Nike retail store.
 
If you have any questions or need any assistance with the promo codes or Nike Gift card usage, please contact Nike.com at [redacted], 4am -11pm PST 7 days a week, or visit us online at Nike.com.
Please note, a copy of this response will also be sent to the Revdex.com.
Thank you again for contacting Nike. We look forward to your next visit.

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. I spoke with a representative named Kelly and she has refunded my original order/exchange as the new order and exchange were received on the same day and the exchange order was returned. A refund is in process. I accept her response in good faith that it will be received in a timely fashion.Sincerely, [redacted]

Hello [redacted], Thank you for your contacting Nike through the Revdex.com. Per our previous responses regarding the Nike the Air Jordan XV and the Jumpman Super Freak, the shoes are well beyond the timeframe to receive assistance. The information you’ve previously provided to Nike...

for these 2 products show the manufacturing date(s) as 2000-2001.  As mentioned, Nike’s claim policy regarding ‘Defective/Flawed Products’ whether purchased online at Nike.com or an authorized retailer inform must be within the 2 year date of manufacture timeframe to receive an inspection. Below are references from our websites: Nike stands behind all of its products. If you purchased an item on Nike.com and you believe it's flawed or defective, you can return it to us as long as it was manufactured less than 2 years ago. https://help-en-us.nike.com[redacted] The two-year timeframe is also reiterated in our Claims Terms & Conditions: Any footwear returns that arrive more than 2 years after the manufacturing date (found on the tag inside of the shoe) will be returned without inspection. https://help-us.nikeinc.com[redacted] While we are unable to assist you with your products, as a courtesy a 20% promo code was provided for use on a future online order at www.nike.com. In the event you do not have the information, it’s been provided below.  [redacted]EXPIRATION DATE: 2018-02-08 Thank you once again for contacting Nike. Sincerely, KellyNike

Hello [redacted],Thank you for contacting Nike through the Revdex.com.We appreciate your comments regarding our claims process and the decision of the inspectors for the denied claims CL[redacted] and CL[redacted].  Nike indeed stands behind all products for flaws in material and...

workmanship.  To clarify, Nike does not have a warranty on footwear; rather Nike will inspect footwear if received for inspection within two years from the date of manufacture printed on the tag inside the shoe.  We regret if you were misinformed regarding this information. Our experienced inspectors carefully evaluate each product for manufacturing or material flaws that specifically affects the performance of the product for its intended purpose. To receive credit, product must have evidence of a flaw.  Per our claims policy the following is not accepted:Any footwear returns that arrive more than 2 years after the manufacturing date (found on the tag inside of the shoe) will be returned without inspection.Products Nike determines in its sole discretion to be free of any material or workmanship flaws.Products evidencing excessive wear, misuse or alteration.Normal wear and tear.Size, fit, and style selection complaints.Due to your concern the inspector notes and photos of the denied product(s) were reviewed. The photos of the outsole verify that the issue is a result of excessive outsole wear that wore through to the internal airbag, and is the cause of the internal air bags failure.  However, as a one-time courtesy, I’m offering to personally in hand inspect/examine the footwear in the outsole area for the last denied claim/product # CL[redacted] at Nike World Headquarters.  If you would like to proceed, please use the attached prepaid label for use in sending your product to my location.  Once received, I will be in touch with the results of the courtesy review. The free shipping label will be sent via the Revdex.com and Nike, to which you can reply directly to my email if you have any questions. Just print and tape securely to a readied box and drop off at any UPS or USPS service location. Thank you again for contacting Nike.Sincerely,KellyNike

Dear Mr. [redacted],I’m sorry to hear of your recent experience at the Deer Park Factory Store and thank you for contacting the Revdex.com to seek resolution.  Your Revdex.com ID is #[redacted]. The Nike Store Return Policy that you mentioned is correct; however, it is at the store manager’s...

approval to exchange at the current selling price.  Though I’m not sure if you worked with a store manager at the time of your return, I will escalate your concern to the Nike Retail Team and someone from the management team will contact you within 7 business days.I apologize for any inconvenience this may have caused you.Regards,GloriaNike

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.
Thank you so much for your prompt response.
Sincerely, [redacted]

Hi [redacted],
 
Thank you for contacting Nike through the Revdex.com.
 
We thank you for your sharing feedback concerning the cancellation of your order for the AJ12 "The Master ". We offer our sincere apologies for the inconvenience this has caused.
 
Please...

know your comments are indeed appreciated and we are listening. We use the feedback we receive as a basis to improve and expand our business and customer service on every level. Our team is actively researching how this issue may have occurred and working to identify the root cause to ensure this does not happen in the future. It is through consumer feedback like yours we are able to improve the overall consumer experience.
 
Your order was cancelled so the funds have not been charged to your form of payment. Nike.com does not bill payment until the item(s) ship from our warehouse. Due to the cancellation the order was not shipped and did not charged. The authorization hold on your payment method was successfully reversed.
 
Thanks for sharing your thoughts about the compensation we offered. I'll be sure your comments are shared with our internal team. If you would still like to purchase the product please let me know. I'm happy to assist with this even though the window has closed for this launch.
 
Thank you again for contacting Nike.
 
Sincerely,
 
Kelly
Elite Services Athlete

Hello [redacted],
 
Thank you for contacting Nike through the Revdex.com.
 
We regret the order placed 12/21 was not received as expected and apologize for any inconvenience.
A new order was placed with Next Day Air shipping and according to the tracking details delivered...

12/30 to the original address on the order. A full refund on the original order was credited to the form of payment used. Credit card refunds are sent immediately to your credit card company. Depending on your billing cycle, the credit should show up on your next statement. However, it may take up to two billing statements. For questions regarding your refund, please contact Nike.com Customer Service at 1-800-806-6453.
 
Thank you again for contacting Nike. We very much appreciate your business and hope that you will visit Nike.com in the future.
 
Sincerely,
 
Kelly
Nike

Complaint: [redacted]
I am rejecting this response because:Your offer was insufficient. If the result of your inspection concluded that your product was not defective, it would be your duty to return to product to me. I find it odd that Nike's position is no defect, but yet it failed in returning its product so that I could continue investigation and have an independent inspection performed. Further, I would caution you of making libelous statements. This complaint will be forwarded to the Oregon State Attorney General's Office on Consumer Affairs to look into your business practice and institute an internal review of this manufacturer defect process.
Sincerely,
[redacted]

Hello [redacted],
Thank you for contacting Nike through the Revdex.com.
We are sorry to hear of the issues with the shoelaces of your Nike footwear and regret any inconvenience this has caused for you.  Keep in mind that shoelaces can be become frayed over time due to usage and...

may need to be replaced.
Unfortunately, we do not stock shoelaces at our World Headquarters, however, replacement shoelaces can be found at Nike Factory Stores, authorized retail stores, sporting goods stores or shoerepair shops. As a one-time courtesy, we are providing a $10.00 gift card for use in purchasing shoelaces at a Nike store. The Nike Gift card will be sent to you via FedEx to the address information on file.
If you have any questions, please contact Nike at 1-800-344-6453 and reference #[redacted].
Sincerely,
Kelly
Elite Services Athlete

Hello [redacted],
Thank you for contacting Nike through the Revdex.com.
A review of your denied claim #[redacted] has been completed. According to the information, your claim was denied due to the date of manufacture. Nike will consider for review product that is received within 2...

years of the date of manufacture. Product must show evidence of a material or workmanship flaw.
Your product date is 7/25/12 and is beyond the two-year date of manufacture for a claim review. This information is provided in the stated US Footwear Terms & Conditions (nikeclaims.com) and agreed upon when a claim is submitted.
While the claim was denied because of the date, we can offer a courtesy one-time inspection to review your product for material or workmanship flaw. Per our process it requires for you to send the product directly to Nike WHQ for a claim review.
If approved, and you do not have a sales receipt, a Nike Gift card for the last sale price ($12.80) of the product will be issued. However, please note, if you purchased the product within the last 6 months and indeed have the sales receipt, we can offer the receipt price, also in the form of a Nike Gift card. A receipt was not found in your contact to Nike nor attached to the Revdex.com complaint. If you have the receipt, please include it with the product.
If you wish to proceed, please use the attached prepaid shipping label for use when shipping your product directly to Nike WHQ.
Again, thank you for contacting Nike. I look forward to assisting you.
Sincerely,Kelly
Elite Services Athlete

I have completed the on-line request and have not heard back from anyone at Nike or Converse.   I already attempted to resolve issue of defective shoes with seller ([redacted] ) and was not able to.   Converse/nike I was told would stand behind the replacement at the amount paid and this is being very difficult.   Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Hello [redacted],
Thank you for contacting Nike through the Revdex.com. 
We apologize for the issues with your order ([redacted]) and regret the inconvenience this has caused. 
Please know due to the processing system, Nike.com orders can only be cancelled within a...

30 minute timeframe of when the order was placed.  Requests made after this time will ship as scheduled.  However, after review of your call and chat history with Nike.com, a complimentary new order for the correct size 8 has been processed and the confirmation number is [redacted].  You should receive an email confirmation shortly and once the product has shipped a tracking number will be sent to your email address.
We would like to refund your original order, however, we need to obtain your credit card information or we can refund to a Nike Gift card.  Please contact me at 1-888-340-2776 ext [redacted], M-F 7am-4pm PST.  To refund to a Nike Gift card, just reply directly to the Revdex.com complaint.
Thank you for choosing Nike and have a nice day!
Sincerely,
 
Kelly
Elite Services Athlete

Date Sent: 4/7/2016 3:31:42 PM
Hello [redacted],
 
Thank you for contacting Nike through the Revdex.com.
 
We appreciate your bringing to our attention your recent order issue at Nike.com and we apologize for the inconvenience.
 
We truly thank you for choosing Nike.com and the Nike SNKRS app as your shopping source for Nike inline products and exclusive launch products and we highly value you as a consumer. 
 
A 20% off promo code was indeed provided for the issues related to your cancelled order for the Air Jordan 12 'The Masters'.  The email you received with the promo code, did state that the promo code was good toward any product including Jordans. The promo was provided and applied to the new order for the Nike Air Jordan 12 Retro French Blues, order #[redacted] .  If you are still not satisfied with this product you can return it for a full refund within 30 days of the purchase receipt.  If you need assistance with a return of the order, please contact Nike.com at 1-800-806-6453 for assistance.
 
As a courtesy, we will apply the 20% to the new order # [redacted]. A refund of  $42.60 was issued to the credit card used in the order.  While we are glad to assist with your request, no additional courtesies will be provided concerning this matter. 
 
For future reference, please note that promo codes are not valid on Nike SNKRS app and certain products.  You can view the Nike Promo Code Terms and Conditions here:  http://help-en-us.nike.com/app/answers/detail/article/promo-code/a_id/3...⇄ />  
Thank you again for contacting Nike. 
 
Sincerely,
 
Kelly
Elite Services Athlete

Complaint: [redacted]I am rejecting this response because:
 
1. The response fails to acknowledge that I received 2 written confirmations that I would receive the shoes I purchased.
2. The response fails to acknowledge that I received verbal confirmation from a Nike Rep that I would receive the shoes I purchased.
3. The solution offered in the response is not to purchase the shoes I wanted but a different shoe at a different time.
 
Nike needs to be accountable for the harm it has caused me.  Please Revdex.com, hold Nike to account for this poor customer experience.  
Sincerely,[redacted]

Hello [redacted], Thank you for your reply.  I again apologize for any confusion that may have happened with the status/delivery of your package.  As you are not satisfied with your Nike products, you indeed have the option of returning them to Nike.com for a full refund. To assist, I've created labels for you to return them to Nike.com and sent to your email address on file in the order.  Nike.com orders can be returned for any reason within 30 days of the shipping date. After 30 days, product can be returned if unworn and unwashed. You also have the option of returning your order to any Nike store in the U.S.  If you have any questions, please contact Nike.com at 800-806-6453, 4am-11pm PST, 7 days a week. Sincerely, Kelly Nike