R.C. Schwartz & Associates, Inc.

August 4, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted],  I have reviewed Mr. [redacted]’s account information. Once an order has been submitted, a credit card authorization is...

requested for the total amount of the order.  This is a temporary hold of funds.  The credit card is then charged for the products that are shipped. If an item is cancelled, the held credit card funds are then released. Product number 71968001 – Under Armor Golden Age Jogger (size XXL), was unavailable for order number 55497643; therefore, was cancelled.  The credit card was not charged for the item.  The temporary hold of credit card funds should have been dropped within 3 - 7 days from the date of cancellation, depending upon the bank’s policy.  If the amount of $61.99 has not been dropped and is still being held, Mr. [redacted] may call our Payment Verification Department at ###-###-#### to request a drop authorization.  Mr. [redacted]’s bank name and bank telephone number and fax number are required for this request. He may reference his cr 47856318, order number 55497643 and invoice number 62915697. Our main priority is to provide the ultimate in customer service to everyone. We do apologize if we have not met this priority during Mr. [redacted]’s experience with us.  Thank you for your time. [redacted] Eastbay Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A business cannot claim to want a customer to be 100% satisfied and then make caveats to that claim. Eastbay claims to want customers to be 100% satisfied.  Not 80%, not 95%, but 100% satisfied.  
Regards,
[redacted]

RevDex.com of Wisconsin Attn:
[redacted]
[redacted] RE: Complaint # [redacted] – [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Mr. [redacted]’s
account.  I sincerely apologize for the
problems he had...

with delivery of his recent order.UPS
offers signature required as a feature of membership in their My Choice
program, but it is not a feature that Eastbay currently offers to customers.  The only time a signature is required on one
of our shipments is if the UPS driver does not feel comfortable leaving the
package or if the customer’s shipping zip code requires signatures.As
our claims department informed Mr. [redacted], UPS has denied our claim request
because they confirmed the package was delivered.  As Mr. [redacted] is stating that his My Choice
account dictates a signature is required for all of his shipments, he should
file a lost package claim directly with UPS regarding his package to request a
refund.  Even though Eastbay doesn’t
require a signature for delivery, UPS should have made this a requirement per
Mr. [redacted]’s My Choice account specifications.  If UPS has any further questions or concerns about his shipment, they
are welcome to contact our claims department directly for assistance. Thank you for your time. [redacted] EastbayTell us why here...

September 13,  2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] Dear [redacted],  I have reviewed Mr. [redacted] comments. All returned products are inspected by our Returns...

Department.  Unfortunately, the returned product number [redacted] - Under Armour Highlight LUX MC (size 13.5), was in unacceptable condition to accept as a return to restock.  The product was returned to Mr. [redacted] on 8/31/17. Thank you for your time. [redacted]
Eastbay Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Dear [redacted], Please Eastbay, don't change the subject, first time you pointed this product ‘Excluded from discounts’ with a link (not on 14th March) , in fact, I input the code, the price changed, You may not know this code can use on 14th March, and this product without ‘Excluded from discounts’ at that time, and after code applied, tips ‘Only one promotion code can be redeemed per order’(see screenshot), no information tips me ‘Only eligible for Eastbay employee’. If had, I would not apply this code. Then I paid $1371.8 for this order(see screenshot), if the code was invalid, I would not place this order. Eastbay can either show the full price or cancelled my order, but you can’t charge me the second time for $587.92, then told me this code invalid. This is the action I can’t accept.So I strongly demand Eastbay refund the extra money $587.92 and never do this things again when the transaction is completed then charged extra without authorization.I suggest Eastbay received these code, will tip: ‘Only eligible for Eastbay employee’, instead of ‘Only one promotion code can be redeemed per order’.This code was given by someone whose WangWangID: DATU. Hope Revdex.com will check my messages history help me get my refund.Sorry for the inconvenience.Thank you very much, [redacted]
Regards,
Niu [redacted]

September 26, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted])   Dear [redacted],  I have reviewed Mr. [redacted]’s comments. Mr. [redacted]’s Order number 55997865 consisted of two...

shipments.  I am glad to hear he received the first shipment.  Invoice number 63507886 for product number CP9467 – adidas Originals Tubular Shadow, shipped 9/7/17 via USPS with a tracking number of 9405510200839100285941.  Tracking results via usps.com indicate the package was delivered September 11, 2017 at 12:51 PM to the address requested.  It appears that the shipping address is a freight forwarding company. When using a third party reshipping company, we are unable to service customers for any missing, damaged or defective items or material difference once a package is delivered to a freight forwarder.   A freight forwarder also includes any form of third party responsible for holding and/or shipping an order to the intended recipient. We are not able to make any exceptions to this policy. Therefore, no refund will be processed for the product that has not been received.   Mr. [redacted] may contact the freight forwarding company to inquire on his package per the shipping details provided above.   Thank you for your time. [redacted] Eastbay Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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. 
Regards,
[redacted]

I rejected eastbay's response because as you can clearly see, they did not own up to their mistake. They did not take responsibility. They just sent some " company line" and ask me to give more effort to make this right. They do not care to make this right. I made it easy for them because in my resolution, I added that I would accept a COUPON that is fair that would give me a discount on my next order. How difficult is that? It should not be difficult at all. How about they look in their system and see how many thousands of dollars I have spent in four years of ordering their product. I also have at least 10-15 gym associates, family members, and friends that are waiting and watching to see how my complaint works out. They spend thousands of dollars as well on ordering from eastbay. If I get screwed over with no fair solution to this, then they have agreed to walk away from eastbay just like I will. Also, my issue with eastbay has hit SOCIAL MEDIA HERE IN PHOENIX, AZ. All of my family, friends, and associates have posted eastbay being apparently a terrible company to order from. My issue is getting a lot of attention. Eastbay needs to make this right with me. I am sure eastbay will notice if all of a sudden orders for their product in Phoenix, AZ goes way down. Could be millions of dollars that they stop receiving from Phoenix, AZ. I am happy that my city is supporting me. Open your eyes eastbay.

March 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted]) Dear [redacted],  I have reviewed Ms. [redacted]’s account information. Our Payment Verification Service was unable to verify some or all...

of the information provided with the orders.  Therefore, the orders have been cancelled. Ms. [redacted]’s credit card has not been charged; therefore, no refund is due and the orders will not be shipped without an authorized payment. As stated on our web site: “Eastbay reserves the right to hold credit card orders for complete bank verification. When you place an order, an authorization is obtained from your bank. The authorization places a temporary hold on the funds. Please note, these funds have not been deducted but are being held within your account to ensure the order can be processed. This hold typically lasts from 3-7 days, depending on the policy of your bank.” Since the orders were cancelled, the credit card has not been charged.  If the held funds are not released within 7 days, Ms. [redacted] may contact our Payment Verification Department at ###-###-#### and a drop authorization will be sent to her bank. I have also emailed Ms. [redacted] to explain the cancellation procedure. Thank you for your time. [redacted] Eastbay Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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 ONLY if I NEVER am contacted by mail, email, phone, smoke signal, drone or any other means Eastbay has available to them.  There is NO EXCUSE I've had to deal with this issue for almost 6 years. 
Regards,
Gary [redacted]

January 26, 2017   Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted],  I have reviewed Mr. [redacted]’s account. The total amount of the order was $290.17.  That...

credit card amount was requested as a pre-authorization prior to processing the order.  The order was then split into two shipments; thus, two invoices.  The credit card is then charged separately for each invoice as follows: Invoice #28027813 - $66.55 (shipped 12/12/16) Invoice #28038121 - $223.62 (shipped 12/11/16) The original pre-authorization amount of $290.17 is then dropped within 3-5 business days. Mr. [redacted] contacted us on 12/10/16 regarding the pre-authorization of $290.17.  Our Payment Verification Department then requested a drop authorization which is processed within 24-72 hours. The drop authorization was approved on 12/11/16. The total credit card charge for the two invoices was $290.17. Thank you for your time. [redacted] Foot Locker Customer Service

February 8, 2018 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] Dear [redacted],  I have reviewed Mr. [redacted]’s comments Order number [redacted] shipped 1/5/18 to the address requested. USPS tracking results...

indicate the package was delivered 1/13/18.  Per Mr. [redacted]’s contact with us on 1/21/18, a delivery investigation was requested with USPS. I have contacted our Prepaid and Claims Department regarding the results of the delivery investigation.  A credit card refund of $114.39 has been requested today, 2/8/18, for the lost package.  The refund will process to Mr. [redacted]’s credit card within the next 5-7 business days. An email notification has also been sent to Mr. [redacted] to inform him of the delivery investigation results. USPS may not always require a signature upon delivery. As a future reference, Mr. [redacted] may call us to place an order and request the package to be noted, “Signature Required” upon delivery. If an order is placed via our web site, we do not offer that option Thank you for your time. [redacted]
Champs Sports Customer Service

January 30, 2017   Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted]) Dear [redacted],  I apologize for the delay in responding as I did not receive the previous notification. I have reviewed...

the information in Mr. [redacted]’s account. We received two orders from Mr. [redacted] on 11/29/16.  Order number 53513604 included 3 pair of shoes: Product 743173 – Mizuno Wave Inspire 12 (size 15) and product 7439890 – Mizuno Wave Inspire 12 (size 15) shipped 12/2/16 via UPS with a tracking number of 1Z5771400339660861. Tracking results via ups.com indicate the package was delivered on 12/6/16. Product 10743573 – Mizuno Wave Inspire 12 (size 15) was cancelled as it was unavailable.  A PayPal refund of $72.57 was requested on 12/11/16 for the cancelled item. We also received Order number 53513322 on 11/29/16 for 4 pair of shoes. Two pair of product 7439890 – Mizuno Wave Inspire 12 (size 15) shipped 12/2/16 via UPS with a tracking number of 1Z5771400339660745.  UPS tracking results indicate they were delivered 12/6/16. Product 10743573 - Mizuno Wave Inspire 12 (size 15) shipped 12/3/16 via USPS with a tracking number of 9205590136271837470090. USPS tracking indicates they were delivered 12/5/16. The other pair of product 10743573 (size 15) was cancelled due to being unavailable.  Mr. [redacted]’s credit card was not charged for that product. As noted on our web site: Expected delivery time will be 3-4 Business Days after the order has shipped, not after the order has been placed.  If any of the products were not received, we will request a delivery investigation. Mr. [redacted] may also call us directly at 1.800.826.2205. Thank you for your time.
[redacted] Eastbay Customer Service

September 1, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted]) Dear [redacted],  I have reviewed Ms. [redacted]’ comments. I apologize for any disappointment regarding the delay in unsubscribing Ms....

[redacted] from our catalog mailing list. I have contacted our Circulation Operations Manager who has confirmed Ms. [redacted] has now been removed from all future catalog mailings. Thank you for your time. [redacted] Eastbay Customer Service

June 30, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] Dear [redacted],  I have reviewed Ms. [redacted] account information. Her order only included two pair of shoes. Unfortunately, product...

number [redacted] – Nike Air Monarch IV (size 14.0), was cancelled from her order as it was unavailable at the time the order was processed to ship. The credit card amount of $54.99 was requested as a pre-authorization prior to processing the order. Once the product was cancelled, the funds were released back to her credit card. Notes on Ms. [redacted] account indicate she called us on 6/1/17 and spoke with our Payment Verification Supervisor.  The Supervisor contacted Ms. [redacted] bank and requested the authorized hold of funds to be released at that time. Product number [redacted] – Nike Train Complete (size 14.0), was processed and shipped 6/1/17.  The credit card charge for that item was $109.99. We apologize for any disappointment regarding the shipping error of sending the wrong item.  We received the returned product on 6/29/17.  A credit card refund of $103.00 was requested on that date.  Upon processing the return, the SmartLabel charge of $6.99 was deducted and should not have been, per the shipping error.  I have requested a credit card refund of $6.99 for the SmartLabel charge, today, 6/30/17. A $15.00 gift card is on its way to Ms. Murry via email.  We do appreciate her business and would like her to give us another chance in the future. Thank you for your time. [redacted]
 Eastbay Customer Service

July 16,
Revdex.com of Wisconsin
Attn: [redacted]
[redacted]
Re: Complaint #[redacted] – [redacted]
Dear [redacted],
As
stated in all previous responses, the box that was brought to the counter with
a request to order was the women's version of the shoe. For this reason, it was the women's product
number that was written on the order slip that was filled out at that
time. When Mr[redacted] tried to reorder
the item, at that time it was discussed that he wanted the men's version and
not the women's
Again,
I apologize for any inconvenience but the sale price will not be honored on the
men's version as it was not part of the 50% off tent sale pricing and it is not
the item that was originally requested
Thank you,
Lindsey B[redacted]
Eastbay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The items did not ship from the USA. But I was charged international shipping fees. Regardless of policies the items never crossed a border specifically for my order. How do you still justify international tax fees. And I still have not been provided with the source from where your international tax rates are derived. 
Regards,
[redacted]

April 9, 2018 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] Dear [redacted],  I have reviewed Mr. [redacted] complaint. Order number [redacted] was entered into our system as order number [redacted]. The...

order consists of 28 pair of product number [redacted] – Adidas Originals Superstar – Boys’ Grade School shoes. The product is excluded from discounts and is noted as such on our web site.  No discount codes will apply towards that product. The product and discount exclusion may be viewed via the following link: https://www.eastbay.com/product/model:236384/sku:23641/adidas-originals-supersta...⇄ Mr. [redacted] also entered a promotion code that is offered to Eastbay employees, only.  Mr. [redacted] is not an Eastbay employee and is not eligible for that offer. The total charge for Mr. [redacted] order is $1959.72. No discount or refund will be offered to Mr. [redacted]. He may return the products to us at his expense per instructions included on the enclosed invoice. Returns must be received before 90 days from the shipment date of the order. Our Returns Department will inspect the shoes and determine whether they are acceptable as a return. Thank you for your time. [redacted]
Eastbay Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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 did receive that phone message, but have been out of town until today. I will reach out to the company today to refund my order. You have been most helpful. I appreciate all of your service. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did speak with UPS and UPS rep told me they where closing the claim and will have Eastbay refund my money to me... They email I have from EastBay is that they where contacting UPS again... [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Leeann Ruppel