R.C. Schwartz & Associates, Inc.

February 9, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI...

53214                                     �...⇄ RE: Complaint #11981667 (Satanya M** C[redacted]) Dear [redacted] I have reviewed Ms. C[redacted] complaint.  The order she is referring to was placed under cr 52292193 – Sarah M[redacted]. The order number is 51297296 and was placed 2/16/16 for product number 20276009 – Jordan Jumpman Team II (size 4.0). That item is no longer available in any size.We have sent two return labels via email for the customer to return the shoes and the labels were not received by Sarah M[redacted].Our Return Policy states: “Returns processed 90 days to a year from shipment to you are refunded in the form of a Gift Card (if you don't request an exchange) and include product and tax amount only.”I have requested a UPS Return Label to be emailed to Ms. C[redacted] at  [email protected] and also a copy of the invoice. She may refer to the following link for additional return instructions:http://www.eastbay.com/customerserv/help:returnUsInternational/The return will be processed under Sarah M[redacted]’s account (cr 52292193.  Any inquiries regarding the return status will only be provided there. Once we have received the returned shoes, they will be inspected by our Returns Department to determine whether they are acceptable as a return. If the shoes are accepted as a return and an exchange item is not requested, a Gift Card will be issued to Sarah Malcom as the purchase was made on her account.Ms. C[redacted] may call our Customer Service Department at 1.800.628.6301 and reference cr 52292193 if she has any concerns. The account is noted regarding the return.Thank you for your time. Jane Martin Eastbay Customer Service

May 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted]) Dear [redacted],  I have reviewed Mr. [redacted]’s account information. All orders are subject to payment verification and authorization...

prior to being processed to ship.  The verification system used for credit card orders is automated and did not approve this order; therefore, it was cancelled by our Payment Verification Department.  We are not provided with the exact reason as to why the credit card was not accepted. Mr. [redacted]’s credit card has not been charged.  The requested funds will drop within 3-5 business days from the date of cancellation.  If the funds are not released, he may call our Payment Verification Department at 1.800.991.6828 and they will request a drop authorization. Thank you for your time. [redacted] Eastbay Customer Service

Since they were proven distrusting in the first place, and I see no refund, I cannot accept this comment.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.]
Regards,
[redacted]

April 19, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted]) Dear [redacted],  I have reviewed Mr. [redacted]’s additional concerns. A PayPal refund of $149.99 has been requested on 4/18/17.  The processing time for a PayPal refund is 1-4 days from the date requested. The delivery investigation has been closed.  Please disregard any additional notifications. 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.   
Eastbay wants customers to be 100% satisfied with purchase. I am not 100% satisfied.  It is stated on their website. One cannot make exceptions for another to be 100% satisfied.
Regards,
[redacted]

August 18, 2015[redacted] RE: Case #[redacted] – [redacted]  Dear [redacted],I have received your correspondence and reviewed the information in Mr. [redacted]’s account.  UPS previously advised us that they...

closed the delivery investigation on Mr. [redacted]’sorder because his voicemail inbox was full and they were unable to leave him any messages.  We were able to successfully complete the investigation and today we entered a refund of $197.98 for the package.  Mr. [redacted] should allow 5-7 business days for his refund to be processed and his bank to post it back to his account.   Thank you,[redacted]Eastbay

January 25, 2017   Revdex.com of Wisconsin Attn: Stacy [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #11908157 (Travis [redacted]) Dear Stacy,  I have also responded to Mr. [redacted] via email on 1/20/17 per his contact with us. Our Prepaid and Claims Department has requested a delivery investigation on 1/19/17 for order number [redacted].  We must allow 10 business days for the investigation to be completed.  Our Prepaid and Claims Department will then contact Mr. [redacted] with the results of the investigation. We apologize for the delay. Thank you for your time. Jane [redacted] Eastbay Customer Service

February 14, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #11989790 (Jaime R[redacted]) Dear [redacted] I have reviewed the account the original order was placed under for Jaime R[redacted].  Since the original order was...

placed by another customer and shipped to Mr. R[redacted], the return was also processed under that account; therefore, the refund check of $5.41 was issued to the customer who submitted the order.Due to this inconvenience, I have requested a refund check in the amount of $10.00 to be sent to Jaime R[redacted] at his address.  It will arrive within 7-10 business days.Thank you for your time. Jane Martin Eastbay Customer Service

July 13,
Revdex.com of Wisconsin
Attn: [redacted]
Re: Complaint #[redacted] – [redacted]
Dear
[redacted],
I
received your correspondence and our response is attached.
Thank you,
Lindsey
Customer Care Supervisor
Eastbay

March 9, 2016 Revdex.com of Wisconsin Attn: [redacted] Juedes 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] [redacted] Dear [redacted], I received your correspondence and reviewed the information in Ms. [redacted]’ account.  Her return was received and...

processed on 1/18/16.  However, we are not able to complete a refund with PayPal because the customer has opened a complaint with PayPal regarding the transaction.  We are not able to issue any partial or full refunds on this invoice unless the complaint is closed or dropped by the customer.  If she would like to do so and then contact us back, we would be more than happy to review her account again. Thank you for your time. [redacted] Customer Care Supervisor 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]While I was aware that this product was noted as excluded from discount, I was misled when prompted by Eastbay to submit military verification after I had the item in the cart.  This made me believe that the military discount was seen differently than a promo or coupon code. I truely feel this was a form of bait and switch to ensure I would make the purchase. Additionally, having been sent an email stating I would receive a discount only further confirmed this to be the case. Regardless of whether Eastbay or an affiliated organization sent the email, it give off the impression that it is supported by Eastbay, the original seller. I feel this is very deceptive advertising practices and should be changed. Had I not believed I would receive the additional discount, it is likely I would not have completed the purchase.  
Regards,
[redacted]

February 18, 2016   Revdex.com of Wisconsin Attn: Bradley [redacted] RE: Complaint #[redacted] – Eileen [redacted] Dear Bradley, I received your correspondence and reviewed the information in Ms. [redacted]’s account.  Her...

order was cancelled shortly after being entered into our system because the item was not available.  Due to the extremely high demand for these items and the large volume of people trying to place orders at exactly the same time, our website tells all launch customers that their order is not guaranteed until they receive a shipping confirmation with a tracking number.    I checked our current inventory for this item and at this time, it is not able to be ordered.  I have directed our leadership staff to monitor inventory and they will contact Ms. [redacted] directly for payment if a pair becomes available.   Again, I am very sorry that this order was not able to be fulfilled.  We do understand the excitement surrounding these high-demand items and how frustrating it can be to our customers when product demand exceeds inventory available.  We welcome customer feedback related to launches as we strive to make the process as fair and streamlined as possible for everyone.    Thank you for your time. [redacted] Eastbay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11899825, 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.]I have canceled the claim with Paypal and I am still awaiting the refund. Also, the clothing I purchased is not considered sporting goods and should not be charged taxes in Massachusetts. A nike jacket and basketball jerseys are tax exempt. This company is charging all Massachusetts residents taxes on items that are tax exempt. I have purchased these goods at many other websites and all other companies follow Massachusetts law that clothing (including jackets and jerseys) are tax exempt. Eastbay needs to be held responsible for not following Massachusetts state law.
Regards,
Jonathan R[redacted]

April 13, 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. Unfortunately, the products requested were unavailable in the...

sizes requested; therefore, cancelled. Since the item she had requested is shipped from an alternate location, it may only be ordered via our web site.  Her original payment was a gift card. Credit was entered on Ms. [redacted]’s account once the orders were cancelled.  A new gift card was then issued to her via email so she could place a new online order. Ms. [redacted] did place a new order with us on 4/12/17.  The order was processed and shipped 4/12/17 via USPS. Ms. [redacted] also contacted us via email on 4/12/17.  She was compensated with a $10.00 gift card via email for the inconvenience and delay in processing an order.  We do appreciate her business and hope she will give us another chance in the future. Thank you for your time. Sincerely, [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]

February 9, 2016     Revdex.com of Wisconsin Attn: [redacted] RE: Complaint # [redacted] – Ara [redacted] Dear [redacted], I received your correspondence indicating non-response and reviewed the information in Mr....

[redacted]’s account.  I had not previously received a copy of this complaint.   His account shows that we issued a $40 gift card to him as a courtesy to resolve this situation.  The cardholder who originally purchased the item also received a full credit for the item which we did not reverse.   Thank you for your time. Lindsey [redacted] Foot Locker       Tell us why here...

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 think the eastbay should do more than this.They can help me to negotiate with the carrier for investigation. Please help me! Thanks a lot.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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 belowThe fact that the "order review" page prior to me clicking "submit order" showed the price with the discount should have meant the discount was applicable and I only authorized the discounted amount. AND the fact that the initial charge to my credit card was the same as discounted amount further substantiated this. All this made me choose to purchase from Eastbay instead of directly from Adidas (that at that time gave me 15% discount). And now, I lost that opportunity.If Eastbay further realized that it was an error on their system, the standard protocol should have been to put the order on hold, inform me (via email or phone) and asked whether I wanted to proceed or not. Charging my credit card for the additional amount WITHOUT my consent was deemed fraudulent, hence, complaint submission to Revdex.com.All said above, I still demand Eastbay deliver my order at the amount shown on the "order page" ($135.99). Again, I could submit a screenshot showing the "order page" with the discounted amount.
Regards,
[redacted]

[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 11978476, and find that this resolution is satisfactory to me. However, this acceptance is contingent on my receipt of the new helmet (which in the letter is not in fact guaranteed) I have received an email separately from Eastbay which is substantially the same as noted in their letter to you. Had this option been provided when requested, pursuing a complaint would not have been neccesary. I will await the return shipping label from Eastbay.
Regards,
Lisa S[redacted]

April 6, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your additional correspondence on this account.  As I previously stated, I initiated the $6.99 courtesy refund yesterday and it will post to the customer’s account within 3-5 business days.  This is by April 12th, 2016, which is the 5th business day. For the customer’s records, I have included a screenshot of the refund that I posted to the account yesterday.  The image has been edited to remove confidential and credit card information. Thank you for your time. [redacted] Customer Care Supervisor Eastbay Tell us why here...