Nike Inc

Hi [redacted],Thank you for contacting us regarding your purchase of the Air Jordan 12 Retro Men's Shoe.  I am very sorry to hear about your experience with Hibbett Sports.Due to the very limited availability of this style we are unable to guarantee a replacement pair can be located. If I am...

able to locate the size you need, we can then coordinate a replacement order to be made.In the event I am unable to find the size you need, I will let you know right away.If you have any questions in the meantime, please feel free to reply directly to this message sent via the Revdex.com or the direct email sent 8/1 from Nike.Sincerely,MartinElite Services TeamNike World Headquarters

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

Hi [redacted],Thank you for contacting Nike through the Revdex.com.We regret the delay in the delivery of your order and apologize for any inconvenience this caused for you and your grandson. According to the status the order [redacted] the package has shipped and is currently "in transit"....

The UPS tracking number is:[redacted] and the delivery details can be viewed online at www.[redacted].com.Due to the inconvenience with your order, I'm providing a 20% off promo code for use on a future order at Nike.com.[redacted]EXPIRATION DATE: 2016-02-29TERMS & CONDITIONS:Enter promo code at checkout. Promotion code valid for one use only. Not valid on select merchandise: Apple Products, Microsoft Products, Nike + technology equipment, or Gift Cards. Not transferable and not redeemable for cash, credit, or towards previous purchases. Redeemable on Nike.com only in the United States. Not valid on Swoosh.com. Can be used in combination with Free Shipping promo codes only. Apple and iPod are trademarks of Apple, Inc. Nike reserves the right to modify or cancel this offer at any time.If you have any questions regarding your order or usage of the promo code, please contact Nike.com at [redacted]Again, thank you for contacting Nike.Sincerely,KellyNike

Complaint: [redacted]I am rejecting this response because:The issue is that the store refuse to ship any item over $199.99 without regional managers approval . How do I get the regional managers approval ? Why can't I place the order directly with Nike customer service and they submit my order directly with the store?Sincerely,[redacted]

Hello [redacted],
Thank you for contacting Nike through the Revdex.com.
An email was sent today 2/16 to the address on file in your claim [redacted] to inform that a courtesy one-time claim review has been generated.  We are offering you to send your denied claimed product to...

Nike WHQ for a second review. Once the review is completed, if a courtesy compensation is approved a Nike gift card will be emailed for the MSRP of the claimed product.  
A pre-paid shipping label was attached for sending your product to us.  If you have any questions, please reply to the email for assistance.
Sincerely,
Kelly
Elite Services Athlete

Hello [redacted],
Thank you for contacting Nike through the Revdex.com.In review of your contact history, we've received a previous response through the Revdex.com (ID#[redacted]) about the denied claim #[redacted] for the Nike Kobe Mentality shoes mentioned within this...

complaint.           While we understand that you were not satisfied with results of the inspection, a courtesy 20% promo code was provided. If you do not have the details of the promo code they are provided below for your convenience. 
[redacted]EXPIRATION DATE: 2016-07-26If you have any questions regarding the usage of the code on our site, please contact Nike.com at 1-800-806-6453.Thank you again for contacting Nike. Sincerely,KellyElite 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 thank you for sharing your feedback and appreciate you bringing your concern to our attention. 
We never like hearing that our products or our customer service did not live up to our consumer’s...

expectation. We take pride in our products and the service we provide and regret any inconvenience afforded to you. 
Please know Nike stands behind all products for flaws in material and workmanship for up to two years from the date of manufacture.  In general, Nike retail purchases must be returned and assisted at a Nike retail store.   However, as a one-time courtesy I’m offering to assist with a claim inspection at Nike World Headquarters.  This is a one-time offer and any future returns for purchases made at a Nike retail store must be returned to the Nike store for assistance. 
Nike doesn't offer a refund request on our site; rather consumers have the option of sending their product directly to Nike for a claim inspection.  A claim can be submitted online at Nikeclaims.com.  Our experienced inspectors carefully examine the product and will issue credit if there is evidence of a material or manufacturing flaw in the form of Product Voucher for use on Nike.com only.  Refunds and product replacements must be obtained through the original retailer. 
To review the return guidelines, please visit www.Nikeclaims.com.  Should you proceed and return the product for an inspection, it will be inspected in accordance with the guidelines on our site.  Attached is the prepaid for use in sending your product directly to Nike World Headquarters to my attention.  Just print and tape securely to a readied box and drop off at UPS service location.
Again, thank you for contacting Nike.

Hello [redacted],
Thank you for contacting Nike through the Revdex.com.
I regret that your order was not received as expected and understand your concern.  
As requested a UPS Tracer investigation has been submitted for your Nike.com order placed 11/22 for the Air Jordan...

3 Retro OG Men's shoe.  An email will be sent to the address on file for this order regarding the process and details for the tracer.  If you have any questions, you may reply to the email directly or contact Nike.com at [redacted], 4am-11pm PST, 7 days a week.
Thank you contacting Nike and I apologize for the inconvenience with this order.

Hello [redacted],Thank you for contacting Nike through the Revdex.com.We regret the issues your son has experienced with his Nike products and with our claims process.  Your concern is very important to us and we appreciate you sharing your feedback.   Please know Nike stands...

behind all products for flaws in material or workmanship for a period of two years from the date of manufacture.  As our claims process is a backup to the original retailer, our return policy requires you to return your product directly to Nike at your expense. The claims process is offered as an option to receive service with your product deemed to be flawed.  We do not provide prepaid return labels for this service. Upon inspection and credit, you will receive a replacement product that is comparable in size, performance and price. Please remember that this service is a backup to the retailer and an option for consumers to receive service with their product. The first and best option to avoid any inconvenience with our claims process is to work with the original place of purchase.    Should you want to send more than one pair of shoes for an inspection in one box, keep in mind each pair MUST have a Nike claim number to avoid any issued during the inspection process.  We recommend putting a note inside the shoe of each pair with the claim #, style # and issue/location.  Any product received without a claim number will be returned without inspection. Thank you again for contacting Nike.    Sincerely,KellyNike

Hello [redacted],
 
Thank you for your reply.  The $229.74 refund was processed to credit card ending # [redacted] on 1/23.  The transaction number is #[redacted].
 
Please note the timeframe the refund will show on your statement is dependent on your bank's internal billing policies and can take 1-2 billing cycles.
 
Should you have additional questions about the refund or transaction you can directly contact the person at Nike who has assisted you at the direct phone number they've provided or reply to their email.  
 
Sincerely,
 
Kelly
Nike

Hello [redacted],
Thank you for your reply.  We appreciate your additional feedback regarding this matter. 
As mentioned, per Nike's process for all retail store issues a Nike Retail Escalation incident is generated and sent directly to the store's management for resolution. 
The District Retail Manager stated the store received a survey of the issue and in response an email from the stores management team was sent.  A 30% discount was provided upon your return visit to the store and the management team considers the matter closed.  When initially contacting Nike Corporate your feedback was indeed taken and the incident escalated per our process for retail issues at the store level.  As a courtesy, a 20% off promo code was received.  
We thank you again for contacting Nike.
Sincerely,
[redacted]
Elite Services Athlete

Hello [redacted],
Thank you for your continued feedback. We indeed take your feedback seriously and again use the valuable input as basis to improve and develop our business services. The information is shared with the proper departments within Nike on a daily basis.
Again,thank you for contacting Nike.

Hi [redacted],Thanks for contacting Nike through the Revdex.com. We never like hearing that our products have not held up to our customer’s expectation. We take pride in our products and stand behind them for up to two years from the date of manufacture. After a thorough...

inspection of your footwear by inspectors it was determined, as you aware, that the issue is not a result of a material or manufacture flaw, rather an occurrence with a sharp foreign object.   While the images in your complaint did not come through each product that is inspected, Nike inspectors note and provide photos.   Keep in mind the inspectors not only look at the present issue, but the shoe in its overall condition.    After review of the images our team provided along with their notations of the findings of the inspected product we concur that the issue is not a result of a material or workmanship flaw with the product.   Additionally, the amount of wear on the outsole overall would signify the product has met the end of its life span as the outsole is worn completely smooth.  I understand you may have expected more from your product, however this is not something we cover under our claims process as it is not a flaw with the product itself, but rather due to use. While the shoes were not able to receive full credit, as a onetime courtesy, I’m glad to offer ($50.00) Nike gift card.  The physical gift cards typically arrive within 7-10 business days of processing. The gift card can be used at any Nike Factory Store location in Canada towards any purchase and will never expire. The gift card is not valid on Nike.com. I have taken the liberty to provide a list of the stores the gift card can be used at: Nike Factory Store Edmonton: Edmonton, AB Nike Factory Store Crossiron Mills: Rockyview, AB Nike Factory Store McArthurglen Vancouver: Richmond, BC Nike Factory Store Tsawwassen Mills; Delta, BC Nike Factory Store Winnipeg; Winnipeg, MB Nike Toronto Eaton Centre: Toronto, ON Nike Factory Store Vaughan Mills: Vaughan, ON Nike Factory Store Cookstown: Cookstown, ON Nike Factory Store Niagara on the Lake: Niagara-on-the-Lake, ON Nike Factory Store Kanata: Ottawa, ON Nike Factory Store Kitchener: Kitchener, ON Nike Factory Store Niagara: Niagara Falls, ON Nike Factory Store Burloak: Oakville, ON Nike Factory Store Halton Hills: Halton Hills, ON Nike Factory Store Mississauga: Mississauga, ON Nike Factory Store Mirabel: Mirabel, QC Nike Factory Store St. Sauveur: St. Sauveur, QC Nike Factory Store March Central: St. Laurent, QC Please let me know if you would like to proceed with the gift card, confirming the shipping address.  Thank you again for contacting Nike.  Sincerely, KellyNike

Hi [redacted],Thank you for contacting Nike/Converse through the Revdex.com.We're sorry for the issues you're experiencing trying to receives assist through the retailer.   We're unable to confirm if the website you purchased your product from is an authorized Converse retailer....

 Please know, purchasing products from unauthorized websites is done at your own risk.  You will need to continue to try and work with the retailer for assistance/refund or if you feel necessary report your concern to your local authorities. If you have any questions regarding a retail location, we're glad to help consumers with any questions regarding availability of product.  We can be reached at [redacted], 4am-11pm PST, 7 days a week.Thank you again for contacting Nike.Sincerely,[redacted]Nike

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 have also attached the screenshots I submitted to the Nike reps prior to this complaint.Sincerely, [redacted]

Hello [redacted],Thank you for contacting Nike through the Revdex.com. We appreciate your feedback regarding the pricing of the Nike Air Huarache Ultra Men's Shoe, style #819685-001. Unfortunately, this was a momentary site error, which was immediately corrected to reflect the actual sale...

price of item @ $99.97. We are researching how this happened to avoid any future incidents of this kind. Due to the inconvenience a 15% promo code was provided. In the event, you were not able to capture the information from the chat conversation to Nike.com, I've provided the information below. [redacted]Expiration Date: [redacted]Thank you again for contacting Nike.Sincerely, KellyNike

Hello [redacted],
 
Thank you for contacting Nike through the Revdex.com.
 
We appreciate your sharing your experience and feedback regarding the Nike+ Sportwatch GPS and the service received. We take feedback seriously and use the valuable input as a basis to improve and...

develop future Nike products and our consumer service.
 
Based on the proof of purchase information you provided, the one-year limited warranty for the Nike+ SportWatch GPS expired March 3, 2016. However, as a one-time courtesy, we will issue a Nike gift card to you for $169.00 (MSRP). Please note any assistance with future purchases of Nike devices will only be provided within the stated warranty guidelines. The Nike Gift card will be sent to the address on file and should arrive within 2-3 business days via Fed Ex.
 
The Nike Gift Card can be used online at Nike.com or at a Nike retail store. If you have any questions or need assistance with the gift card, please call Nike.com at [redacted], 4am-11pm PST, 7 days a week.  Please reference # [redacted] when calling.
 
Thank you for choosing Nike and have a nice day.

Dear [redacted],
I am very sorry to hear of the negative experience you had with your recent Nike.com order ([redacted]) and thank you for contacting the Revdex.com to seek resolution.
I certainly can understand your frustration and disappointment to learn your package did not deliver...

on the Estimated Delivery Date (EDD) of June 23, 2016, especially when you have been anxiously waiting for your Roshe Flyknit iD shoes.  While the package is in transit with UPS, it can be held up for any reason and cause a delay, as you saw in the UPS tracking details. When packages are not delivered within the initial EDD, our system will update with a new EDD and send you an e-mail notification.  It looks like in your case, the package delivered the next day on June 24, 2016 before the notification e-mail could be sent.  I regret you had to call us several times to check on the status or to cancel your order and were disconnected during one of the calls.  It’s never our intention to disconnect, so our management team will review your contacts with us and provide coaching to the athlete as necessary.
I hope you have been able to enjoy the shoes.  However, if you still would like a refund, our hassle free return process allows you to return the shoes for any reason within 30 days from the ship date for a refund.  I can generate a prepaid return label for you if you would like.  The 10% off promotional code offered to you is still available if you change your mind.  I can apply it to your current NIKEiD order or you can use it on a future order if you choose.
I apologize for all the inconvenience this may have caused you and hope you will give us another chance to make your next shopping experience a positive one.  If you have any further questions or concerns, please call us at 1-800-806-6453 (4am - 11pm PT, 7 days a week).
Regards,
GloriaNike.com

Hello [redacted],
Thanks for your reply. Our offer to provide the second claim review is an option for you to receive assistance.  Upon receiving your product we can approve the claim as a one-time courtesy.  However, you will need to proceed with sending product to Nike World Headquarters.  Should you want to proceed, the prepaid label provided is to receive the free shipping and is offered with courtesy Next Day Air to expedite the process for you. Sincerely,
Kelly   Elite Service TeamNike, Inc.