R.C. Schwartz & Associates, Inc.

August 16, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted],  I have reviewed Ms. [redacted]’s account information. I apologize for any disappointment regarding the shipping...

error.  Unfortunately, the product requested is no longer available; therefore, we are unable to ship that item to Ms. [redacted] as she has requested as her desired settlement. Ms. [redacted] contacted us via Live Chat and was advised to return the wrong shoes to us. A copy of her invoice and also a UPS Return Label were sent to her via email.  She was advised to provide us with a tracking number once she had returned the shoes.  Upon her confirmation with the tracking number, a credit card refund of $72.21 was requested on 8/15/17.  A $15 Gift Card was also sent to the email address provided.  Since she did not receive the email, the Gift Card number and pin were given to her over the phone. Our Resolution Specialist, Robyn, has generously offered for Ms. [redacted] to place a new order with a shoe value up to $84.99 at the discount price of $67.49.  The value of $84.99 is $10.00 more than the original purchase price of $74.99.  Ms. [redacted] may call us at ###-###-#### to place a new order.  She may reference her cr 54522203 as her account is noted regarding the offer. Our main priority is to provide the ultimate in customer service to everyone.  I apologize if we have not met this priority while servicing Ms. [redacted]. 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/Final-Score has conflicting return policies in which their customer service is not informed. They also use the date from order to when they receive it which is an additional 2 week period. This clearly happens often so they use the excuse as well as the customer service hangs up in their customers. Buyers beware!
Regards,
[redacted]

March 28, 2018 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted],  I have reviewed [redacted] Kidd’s additional comments. All returned products are inspected by our Returns Department. They determine whether a product is acceptable as a return.  Upon inspection of the Jordan AJ 1 Mid shoes, they were found to be dirty and worn without any defects. The shoes are unacceptable as a return. There are no exceptions made once our Returns Department has inspected shoes and deemed them unacceptable as a return. [redacted] has been removed from our email mailing list as requested. The catalog number, which is found on the back cover of the catalog, is required to unsubscribe from the catalog. [redacted] may email that information to [email protected] and request to be removed from our catalog mailings. We do apologize for any disappointment regarding her shopping experience with us. Thank you for your time. [redacted]
Eastbay Customer Service

I just received word from Nike, that the shoes I had complained about, sold by Eastbay aren't even licensed shoes! They are an illegal copy manufactured by someone else so my product purchased wasn't even the real thing!!!Thank you,David [redacted], AIA NCARB LEED AP

April 21, 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 in Mr. [redacted]’ account.  I sincerely apologize for...

his inconvenience regarding his recent order.  His order came through as a quantity of four, which it should not have as this release shoe was limited to one per customer.  Launch items are housed separately in our warehouse and as only one pair should be shipping to each customer, this is likely why the quantity was not noticed when the order was picked.  When the order shipped it did show that all four pairs shipped, and we do need to do an investigation to determine the valid weight of the package before a refund can be issued in that situation.   I am sorry that Mr. [redacted] did not receive prompt follow up from [redacted] as he should have been updated on the status of his investigation through its completion.  If he has not yet seen the refunds to his bank account we would be happy to provide a reference number that he can give his bank to trace the credit.   To avoid this issue in the future, I would also recommend that Mr. [redacted] adhere to the “one per customer” launch rules as only one pair will be shipped to him regardless of how many duplicate items he orders.   Thank you for your time.
[redacted] Customer Care Supervisor Eastbay

March 7, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s additional concerns.For our mutual protection, all orders are subject to our automatic verification system. When a customer enters their credit card details, there is verbiage under the credit card number field that states: "For protection, Eastbay reserves the right to hold orders for complete verification."  This can also be found in the Help pages on our website. The system will attempt to verify all information submitted on the customer’s order such as (but not limited to) shipping, billing, phone, email and payment information. If any of this information does not verify back to the credit card holder, or can't be linked to the credit card holder, the order is subject to cancellation. In the case of Ms. [redacted]’s order, information provided did not or could not be verified. Although Ms. [redacted]’s bank did authorize the funds for the order, our verification process looks at all the details provided on the order. Our company may have received authorization from her bank to charge her card, but unless we ship an item we will never collect those funds. Ms. [redacted]’s bank should be dropping the held funds right back into her account as we did not collect them.  She will not see a credit or a refund from our company. The bank will simply put the funds back in her account. If the bank does not release the funds, Ms. [redacted] may call our Payment Verification Department at 1.800.991.6828, request to speak with a supervisor, and provide them with the required bank information so a drop authorization can be requested. Thank you for your time. [redacted] Eastbay Customer Service

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

information in Ms. [redacted]’s account.  I had not previously received a copy of this complaint.   I see that we did make several errors in regards to refunds on Ms. [redacted]’s account and that the leadership handling the resolution of those situations did not follow up with her appropriately.  I sincerely apologize for the additional inconvenience that we caused and for the poor customer service she received.   The most recent activity on Ms. [redacted]’s account indicates that all pending refunds were pushed through to PayPal as of 1/29/16 and no outstanding refunds remain.  If she has any additional questions or concerns, she is welcome to contact me directly at [redacted] and I will respond immediately. Thank you for your time. Lindsey [redacted] Eastbay Tell us why here...

April 11, 2018 Revdex.com of Wisconsin [redacted]
10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] (Niu [redacted]) Dear [redacted],  I have reviewed Mr. [redacted]’s additional comments. We are unable to offer any discount or refund to Mr. [redacted] for order number [redacted] ([redacted]). Mr. [redacted] 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. We would like details provided as to how Mr. [redacted] received the employee discount code. 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.]
Regards,
[redacted]I know that these shoes were a limited run, my problem is not being able to get the shoe.  My problem is that when I ordered them, they went into the cart, then I had to wait as the message said it was busy processing orders, then when it refreshed it let me pick the size I wanted and let me proceed with the checkout.  After checking out I received an email stating that my order is being processed and that the shoes would be shipping 3-5 business days.

May 2, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted] M. [redacted]) Dear [redacted],  I have reviewed Ms. [redacted]’s order information. The product requested was being processed and shipped from an...

alternate location. The order shipped 4/24/17 via USPS with a tracking number of 94[redacted]39[redacted].  Tracking results via usps.com indicate the package was delivered 4/27/17 at 1:40 PM. We apologize for the delay in processing the order to ship.  A $15.00 gift card is on its way to Ms. [redacted] 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

[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. Thank you for taking the time to handle this. 
Regards,
[redacted]

February 17, 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 in Mr. [redacted]’s complaint.  I have refunded his...

credit card $[redacted] for the item missing from his previous order.  He should see this credit post to his account within 5-7 business days. Thank you for your time.
[redacted] Customer Care Supervisor [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.As soon as I see the credit in my credit card I would accept their answer.
Regards,
[redacted]

May 29, 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 concerns.  All of our Canadian tax and shipping policies are...

available on the www.eastbay.com website under Canadian Shipping.  I have attached this information for Mr. [redacted] to help explain the “tax” and “shipping” line items on his recent order. Thank you for your time. [redacted] B. Customer Care Supervisor Eastbay

March 15, 2018 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted]) Dear [redacted],  I have reviewed Ms. [redacted]’s additional comments. Order number 2003440 under the account name of [redacted], was shipped 3/1/18 via USPS with a tracking number of 94[redacted].  The package was addressed to: [redacted]866 Xavior Ave A Orlando, FL 32807 Tracking results via usps.com indicate the package has been delivered to a "Parcel Locker" at 4:16 PM on 3/12/18. A “Parcel Locker” is usually a secured box where the package is left.  A key is then left in the customer’s smaller mail box, with instructions on how to retrieve the package. Tracking results via USPS may be viewed via the following link: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=94[redacted] If the package has not been located, Ms. [redacted] may ask her delivery carrier where the package was left.  If not found, she may call us at ###-###-####.  We will then request a delivery investigation with USPS. Thank you for your time. [redacted] Lady Foot Locker Customer Service

May 4, 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. Order number 54994289 has been cancelled by our Payment Verification...

Department.  All orders are subject to payment verification prior to being processed to ship.  The verification system used for credit card orders is automated. The exact reason for cancellation is not provided to us; therefore, we are unable to offer any additional information as to why the payment is unacceptable. Ms. [redacted]’s credit card has not been charged.  She may contact our Payment Verification Department at ###-###-#### if she has any further concerns regarding the cancellation. Thank you for your time. [redacted] Eastbay Customer Service

September 1, 2015Revdex.comAttn: [redacted] RE: Complaint ID #[redacted] – [redacted]Dear [redacted],I received your correspondence and reviewed the information that Mr. [redacted] provided.  His account shows that his online order...

did not download correctly into our system and was not transmitted to our warehouse.  This is a rare occurrence, but I completely understand his frustration.  The only reason he was even charged for the order is because PayPal requires us to collect funds immediately (versus credit/debit cards where payment is only taken when the order ships out).  PayPal does regularly review their orders and reach out to us on orders like this, but unfortunately it can sometimes take up to a month for us to be made aware of the situation.Mr. [redacted]’ account shows that his PayPal account has been refunded in full for the order that was not placed in our system.  We would be happy to honor the lower price on a reorder, and there are two ways we can achieve that.  Mr. [redacted] can call in to place his order over the phone with a credit/debit card, which would allow us to adjust the price on the spot.  (We could also upgrade his shipping at no cost.)  If he would prefer to use PayPal, the order would have to be placed online and we would issue a refund for the difference back to his PayPal account after his order ships out.  I have documented all information in his account (customer #[redacted]) so our customer service staff is aware, and we will assist Mr. [redacted] with the option that he chooses.  I sincerely apologize for any inconvenience this situation caused to him, and we look forward to resolving it for him as soon as possible. Thank you,Lindsey [redacted]Eastbay

All along no one knew where my package was located. No one could give me any answers until about a day before I actually received my package. I shouldn't have to go through so much trouble just to try to locate my package. I will not be doing business with them again.

January 19, 2018 Revdex.com of Wisconsin Attn: [redacted] – Lead Trade Practice Consultant 10019 W. Greenfield Avenue Milwaukee, WI 53214  RE: Complaint #[redacted] ([redacted]) Dear [redacted],  I have reviewed Mr. [redacted]’s complaint. We received Mr. [redacted]’s order number...

57252457 on 1/16/18. Unfortunately, product number 70360658 - New Era MLB 59Fifty Authentic LP Cap - Seattle Mariners, was cancelled as it was unavailable at the time the order was processed to ship. I do apologize for any disappointment regarding the unavailable product.  Mr. [redacted]’s credit card was not charged for the cancelled product.  Product number 33778MA1 – Nike MLB Tee, was available and shipped 1/17/18 via USPS. The credit card charge for that product was $19.25, ($19.99 less $2.00 discount + $1.26 sales tax). The shipping and handling was free. Upon processing orders, unavailable products will be cancelled and available products will be shipped.  We do not cancel an entire order due to an unavailable product. Mr. [redacted] may return the shirt if it is unwanted.  As a one-time courtesy, his account has been noted for our Returns Department to waive the $6.99 charge for the return label. Mr. [redacted] may refer to our Return Policy and also return instructions via the following links: https://www.eastbay.com/customerserv/help:returnPolicy/ https://www.eastbay.com/customerserv/help:returnUsInternational/ Mr. [redacted] also contacted us via Chat on 1/18/18. I have reviewed the Chat transcript. The correct information was provided to Mr. [redacted] per the Customer Service Specialist and also the Leadership Staff Member he communicated with via Chat. Upon providing an explanation and resolution via Chat, Mr. [redacted] was advised to contact us via our customer service telephone number if he had any further concerns as our Chat service is provided until 11 PM (CT). Mr. [redacted] has requested a refund of $8.39 so he may purchase a product from another company. There is no refund due to Mr. [redacted] at this time. He was charged only for the available product that shipped. 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]