R.C. Schwartz & Associates, Inc.

January 23, 2017   Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #11948436 (Reen F[redacted] Dear [redacted]  I have reviewed the information in Mr. F[redacted]’s account. Mr. F[redacted] has contacted us multiple times...

regarding his return of product number B42906 - adidas Energy Boost Icon 2 (size 11.5).  We informed him that we were unable to track the return and to allow more time for it to reach us and be processed. The SmartLabel is a pre-paid, pre-addressed return label. The SmartLabel is for US Domestic returns, only (excluding Hawaii).  Therefore, it should not have been used for his return. The correct return procedure was for him to pay to return the shoes via the delivery service of his choice. As of today, 1/23/17, no tracking information is being provided for his return. I have requested a credit card refund of $92.71 today, 1/23/17. The refund amount includes the product value of $87.99 + $4.72 sales tax. The original price of the shoes was $109.99 less a discount of $22.00, plus sales tax of $4.72.  The original shipping and handling charge of $16.98 is non-refundable. I have noted Mr. F[redacted]’s account that there is no credit due once we receive his return. Thank you for your time. Jane Martin Eastbay Customer Service

October
27, 2015RevDex.com of Wisconsin Attn:
[redacted]
[redacted] RE: Complaint # [redacted] [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Ms. [redacted]’s
account.  I am very sorry that she...

has
been experiencing such inconvenience and frustration with Eastbay in regards to
her recent order and return.Eastbay
orders billed or refunded to Canadian credit cards are based on U.S. currency
and refund amounts are not adjusted by our warehouse to reflect differences in
exchange rates.  However, obviously Ms. [redacted]’s
situation extends beyond that process, so I am happy to issue her an additional
$50 refund.  This refund will be transmitted
to her bank as U.S. funds and should be fully processed by her bank within 5-7
business days.I
thank her for her patience and I am hopeful she will continue to choose Eastbay
for her athletic wear needs in the future. Thank you for your time. [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.
I called Pay Pal today. Pay Pal said no refund has been issued or requested. I also received an email from Eastbay today saying they are still investigating the package. I should wait until April 27, 2017. No refund has been issued. I have talked to UPS 3 times and there was no package damage and the shoes simply were not shipped. I will close this complaint and be happy if they just do what they said and refund the money. once the 149.99 is refunded I will be happy and close complaint. Thanks Revdex.com!!
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 11905436, and find that this resolution is satisfactory to me. 
Regards,
Katherine Davis

January 12, 2017  
Revdex.com of Wisconsin
Attn: Stacy J[redacted]
10019 W. Greenfield Avenue
Milwaukee, WI 53214 
RE: Complaint #11899825 (Jonathan R[redacted]
Dear Stacy, 
I apologize for the
delay in responding as I did not receive the...

previous notification.
I have reviewed the information in Mr. R[redacted] account.
We were unable to cancel his order number 53893389 as it had
already shipped.
Mr. R[redacted] order included products classified as “sport
activity products”; therefore, sales tax was charged. Since the clothing
products are also considered as “every day clothing”, our Accounting Department
advised that the sales tax amount of $2.81 could be refunded.
A PayPal refund of $2.81 for sales tax was requested on 12/29/16.  However, the PayPal refund has failed. Mr.
R[redacted] has opened an unauthorized dispute with PayPal for the entire amount
of his order.  Therefore, the sales tax
refund of $2.81 cannot be processed by PayPal. 
Mr. Resend would need to return the order for a complete refund or drop
the dispute with PayPal.
Mr. R[redacted] may call our Operational Support Department at
1.800.991.6759 for further assistance regarding the PayPal refund.
Thank you for your time.
Jane M[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]

May 26, 2016   Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed Mr. [redacted]’s account. We have communicated with him about this order many...

times since completing his delivery investigation.  In these conversations we have informed him that the requested shipping address on his order has been confirmed to be a reshipping freight forwarder.  The package was successfully delivered to that address and UPS obtained a signature from the person who received the package.  It appears that the package was then transferred to another address which is when it was apparently lost in transit.   We have explained to Mr. [redacted] that we are only responsible for the initial delivery to the desired shipping address; if customers choose to then use a reshipper to send the package to a second address, they must deal directly with that service on any lost or missing items.   As we have confirmed to Ms. [redacted] in all of our communications, his investigation has been completed and is closed.  No refund will be issued because UPS has provided proof that his package was successfully delivered by the shipper.  He will need to contact his freight forwarder for further assistance.   Thank you for your time. [redacted] Customer Care Supervisor Eastbay

[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 and have contacted my local postal service.  I was informed that the package will still be sent but it will specify postage due to which as the above response from Jane the representive from Eastbay, noted in her deduction of the amount from the original price of the item.  It is either in their warehouse or on its way as I have been informed.  As for the process of their return policy method of enclosing a return smart label such as that is misleading to those that it does not apply. It It can be easily ovelooked or misinterpreted.   
Regards,
Reen F[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Eastbay can not bear the freight, but must bear the cost of my loss, and give me the cost of my purchase.

May 4, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], Mr. [redacted]’s two Eastbay crs are 28409589 and 42980989.  The most recent documentation in 28409589 is from our Accounting department and states that refund check #1825837 in the amount of $117.39 was cashed and cleared our bank 4/18/16.  I have a attached a copy of the cashed check. Once a check has been cashed, we are not able to reissue it.  If Mr. [redacted] did not cash this check himself, he will need to contact his local authorities to report the matter. Thank you for your time. [redacted] B. Customer Care Supervisor Eastbay

March 15, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I received your correspondence and reviewed the information in Mr. [redacted]’s account.  I’m very sorry that he had to wait...

so long to speak with our representatives when he called in.  We are experiencing very high call volume and strive to answer all customer concerns as quickly as possible while still providing the level of service for their needs. When Mr. [redacted] contacted us on 3/8 regarding the package he stated he did not receive, customer care advised that, since the shipper confirmed the package was successfully delivered, a delivery investigation had to be completed before we would be able to service him with a refund or a new order.  This is the same process we followed with Mr. [redacted] in September 2015 on his last order which the shipper also confirmed was delivered and Mr. [redacted] stated he did not receive.  I responded to Mr. [redacted]’s Revdex.com complaint at that time and informed him that the investigation allows us to work with the shipper to determine the circumstances of delivery and make every attempt to locate the package. When his latest investigation is completed, Mr. [redacted] will be contacted with the results.  If he has questions about the status of his complaint in the meantime, he is welcome to contact our Claims Department at ###-###-####, as they are handling his account. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

April 17, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted],  I have reviewed [redacted]’s account information. We apologize for any disappointment regarding the shipping error. [redacted]...

[redacted] may return the shoes to us per instructions provided via the following [redacted]k: http://www.footlocker.com/customerserv/help:returnUsInternational/ Since the order was shipped to a forwarding shipping company in New Hampshire, we will not reimburse return shipping costs from China. When using a third party reshipping company, we are only able to refund the shipping fee from the address we originally shipped the package to. We will only pay for return shipping when the item is shipped back from outside of the United States if you have the package shipped to your home country from our warehouse originally. As a one-time convenience, we will refund up to $9.00 USD for the return shipping, as this is the maximum amount allowed for return shipping within the United States.   To receive reimbursement for shipping back the wrong item, please provide us a copy of your return shipping receipt that is printed from the register at your post office.   Please note the following:   1. We will only refund up to $9.00 USD as a one-time convenience, when the receipt includes a “tracking number”. 2. The reimbursement may go back to the original credit card used on the order. 3. Reimbursement will not be able to be made until we receive the merchandise back and it is processed by our Returns Department. 4. Reimbursement will only be given for the item sent in error. Return fees for unwanted or size exchanges will not be reimbursed. 5. Please send your return shipping receipt to us in the form of an attachment (PDF, JPEG, PNG) to the following email address: [email protected] If you are unable to provide a scanned copy of your shipping receipt, you may fax it to the following:   Fax Number: International - 1.715.261.9550 Attention: Jack, eCustomer Care. Subject: Return Shipping Receipt Foot Locker Customer 19166482 Sincerely, [redacted] Foot Locker Customer Service

October 24, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted],  I have reviewed [redacted]’s comments. Order number 56183925 shipped 10/7/2017 via USPS with a tracking...

number of 9405510200839102812473.  Tracking results via usps.com indicate the package was delivered to the address requested at 9:13 AM on 10/11/2017. 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 an order that was not forwarded on to them.   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.   The customer 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

January 5, 2017Revdex.com of WisconsinAttn: [redacted]10019 W. Greenfield Ave MilwaukeeRE: Complaint# [redacted] – [redacted] Dear [redacted],I have received your correspondence and have reviewed the information on [redacted]’s account.  [redacted] first contacted us and requested...

to make a change to her order.  We were unable to modify the order and informed her the order would be cancelled.  Unfortunately, the order was not cancelled; therefore, shipped to her. Meanwhile, [redacted] placed a new order which also shipped. [redacted] called for assistance regarding the charges for each order.  She was informed a refund would be requested. She was not informed of the refund processing time of 3-5 days.  A credit card refund of $ 297.25 has been requested on 12/20/16.  A $25 Gift Card has also been sent to [redacted] via email today, 1/5/17.We do appreciate her business and would like her to continue shopping with us. Sincerely,[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.] There is nothing more for Eastbay to do. I have accepted that it will not be resolved.  Their response was not truthful. There was not two orders, only one, and their information provided contradicts information given from their customer service representatives.  It is also unacceptable for them to charge for 3-4 days shipping but take 4-5 days themselves to ship, making it 7-10 before delivery.  They need to clearly state that it will take them up to a week to ship orders. 
Regards,
[redacted]

January 25, 2017   Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] – [redacted] Dear [redacted],  As a one-time courtesy, I have requested a PayPal refund of $12.09.  This refund includes 20% off the already discounted price of $56.24 plus the sales tax difference.As a future reference, we do only accept one promotion code per order.  The military discount of 20% will not be applied to any future purchase if a discount has already been applied to the order or if an item is noted as “excluded from discounts” or “excluded from any additional discount”. 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]  I have reviewed Mr. [redacted] comments. I apologize for any disappointment regarding his cancelled...

order due to the unavailable Adidas Ultra Boost.  We are unable to fulfill his request to receive the product as it is no longer available from the manufacturer. Mr. [redacted] has contacted us on 8/31/17 regarding the cancelled order. A $50 Gift Card was emailed to him on 8/31/17.  He may call us at 1.800.863.8932 when he is ready to place a new order. His account is also noted to offer 25% off a no minimum order.  Some products are excluded from discounts and are noted as such upon viewing them on our web site. We do appreciate Mr. [redacted] business and hope he will give us another chance! Thank you for your time. [redacted]
Footaction Customer Service

May 4, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed the information that Mr. [redacted] provided.  I sincerely apologize he is...

having such a difficult time getting his information removed from our mailing list despite multiple requests.  I have sent notice of this matter to our circulation manager with a request for immediate removal of Mr. [redacted]’s address from any and all of our mailing lists.  He is aware this is an urgent request and will handle it as such.  This will ensure no new catalogs will be printed with Mr. [redacted]’s address; however, I am not able to pull any catalogs already printed with his information that may be in the process of going out.  I do apologize for this as I definitely share his frustration of receiving unwanted mail and catalogs. If there is anything more I can do, Mr. [redacted] is welcome to contact me directly at [redacted] and I’ll be happy to assist. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

August 29, 2016   Revdex.com of WisconsinAttn: [redacted]10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed Mr. [redacted]’s account.  When a customer receives an incorrect item, the...

product would need to be returned to our warehouse in order for a refund or replacement to be issued.  We shipped this item to a U.S. address and the customer then used a 3rd party reshipment service to send it out of the country.  I apologize that it is difficult for him to return it due to this reshipment, but the product does need to be returned back to our U.S. warehouse in new condition before Mr. [redacted] can be serviced. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

[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 reserve the right to re-open this complaint if eastbay does not correct the issue as the issue has continued for several months even after eastbay has assured me the issue was corrected just like in their response to the Revdex.com complaint.
Regards,
[redacted]