Nike Inc

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.
Per an email sent today 12/28 we are researching all possibilities to provide assistance.  I will follow up directly within 1-2 business once more information is available.  
Thank you again for...

contacting Nike.
Sincerely,
KellyNike

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.

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 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], 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 are sorry to hear of the issues you’ve experienced with your Nike products and apologize for the inconvenience.  Like you, we expect the highest quality in our products and when there is an issue we...

want to know as we do stand behind all products for flaws in material and workmanship.
I truly apologize if the claim information was not provided to you or clearly addressed.  Nike’s claims inspection is offered to consumers as backup to the retailer. The claims inspection is offered to assist consumers when the retailer is unable to provide assistance with a return.
Our experienced inspectors will examine the shoe/concern as a whole for any flaws that would hinder the performance and wear of the shoe.  Nike’s return guidelines at www.Nikeclaims.com provide specific information of what is acceptable as a return and allows you to also submit your claim online or we can assist with setting up the claim via the phone (1-800-344-6453 7am-4pm PST M-F).  To receive credit product must be physically inspected and show evidence of a material or manufacturing flaw.  If approved for credit a Product Voucher in the full MSRP will be provided.  The voucher is redeemable online at Nike.com only.  A refund or product replacement must be obtained through the original retailer.
If you would like to consider sending your shoes for an inspection, as a one-time courtesy, I’m offering to provide a free shipping label.  In general, shipping is the responsibility of the consumer.   To obtain the label, please contact Nike Customer Service at 1-800344-6453 and reference # [redacted] along with your Nike claim number(s).  We will send the label directly to your email address so that you may easily print the label, tape to your readied box for shipment to our warehouse.  Please note, if you send two pairs of shoes, each pair MUST have a Nike claim number for sending.  Just provide both numbers when contacting us and we will provide the details on the shipping label.
Thank you again for contacting Nike.
Sincerely,
Kelly
Elite Services Athlete

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]

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

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 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

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 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

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 contacting Nike through the Revdex.com.
We appreciate your feedback regarding the Terms and Conditions of our claims process.    Please know Nike is a back up to the retailer.  We recommend that consumers work with the retailer for faster...

service and to avoid any inconvenience.
Our claims process is in place to assist the consumer when it is not permissible for whatever reason to return to the original place of purchase.    We understand that retailers have their own policy for returns in place and offer consumers the option of our claims process.
While shipping is the responsibility of the consumer, as courtesy, I’m providing a free prepaid shipping label.  Please clearly write the required Nike claim number on the outside of the package.  Packages received without a claim number on the outside of the carton will not be inspected and will be returned.
If you have any questions regarding the claim process, please contact Nike at 1-800-344-6453, 7am -4pm PST.
Sincerely,
KellyNike

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

Hello [redacted],Thank you for contacting Nike through the Revdex.com. We apologize the Nike Juvenate Woven Premium Women's style #[redacted] was not received in the size 12 as intended and regret any inconvenience. Please know we take the feedback we receive regarding our business...

services seriously and with great consideration. We use the valuable input as a basis to improve as a company. While I understand that you’re requesting a new pair, the Nike Juvenate Woven Premium was offered as a "clearance" item on Nike.com at a discounted price and has sold out completely in all sizes with no available inventory in this price range. Additionally, we’ve checked with Nike retail stores and also are unable to find any remaining inventory for this style/color as it has been discontinued. Nike does not have access to authorized retail location inventory. An advanced full refund was processed for this item and a return label created. Due to the inconvenience I’ve included a 20% promo code for use on a future order at Nike.com. Below is the information. [redacted]EXPIRATION DATE: [redacted]Thank you again for contacting Nike.Sincerely,KellyNike

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