Red Iguana

September 21, Better Business Bureau [redacted] Viewridge Ave Suite San Diego, CA RE: ID # [redacted] Dear Ms***, Thank you for your inquiry into a VIP Family membership charge for [redacted] , *** [redacted] Sacramento, CA *** On 9/20/Mr [redacted] purchased a VIP Family membership in our retail storeThis savings club allows Mr [redacted] to save 10% on his purchases with Road Runner Sports plus receive free shipping on any future mail orders, and a day return policy on shoesThe membership is a yearly membership, and automatically renews at $ At the time of Mr [redacted] ’s purchase it is our policy for Customers to be verbally notified that the VIP club automatically renews annually for $ Mr [redacted] should have also received a “Welcome to the Club” information packet with his purchase, which states the VIP membership automatically renews at $ annually, and that any member can cancel the membership at any time Additionally it is Road Runner Sports’ policy to send a VIP Club Anniversary reminder to club members one month prior to Club expiration The reminder offers an anniversary gift and states that the membership automatically renews at $annually We never meant to catch Mr [redacted] off guard with his VIP Family membership renewal As requested we refunded Mr [redacted] for his 2013, and membership fees on 9/14/ In addition we have cancelled his VIP membership so it will not renew in the future Sincerely, [redacted] Road Runner Sports

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [While I have received a refund of the charge the company made, the problem that started the complaint has not been resolved. The company refers to this being my VIP account, however it is not, and it is not even in my name. They charged my credit card, which did not have a name matching the VIP account, nor did they have written authorization to charge my credit card, which is not per Payment Card Industry Standards. Therefore, I do not consider the core complaint resolved. ] Regards, [redacted] ***

5/3/ Revdex.com [redacted] Viewridge Ave Suite San Diego, CA RE: ID # [redacted] Dear [redacted] Thank you for your inquiry into a complaint filed by [redacted] D *** According to the complaint filed by [redacted] D ***, the complainant disclosed that he found our return shipping label fee unclear and asked for a refund Road Runner Sports has made contact with [redacted] via email, and as a result, [redacted] has received a refund to his original method of payment, in the amount of $29.67, which will be available to him within 3-business days We thank [redacted] for bringing this to our attention, and we are confident that this action satisfies the desired settlement requested of a refund of return shipping fees Sincerely, [redacted] Road Runner Sports

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The business performed this action and I consider this complaint resolved Regards, [redacted]

November 15, 2016 RevDex.com [redacted] l [redacted] RE: ID # [redacted] Dear [redacted] l ***, Thank you for your inquiry into a complaint filed for: Customer Information: [redacted] N [redacted] Daytime Phone: [redacted] ... Fax: [redacted] E-mail: [redacted] Road Runner Sports appreciates the feedback brought forward by Ms. [redacted] According to Ms.***’s shopping history with Road Runner Sports, in November 2015, Ms. [redacted] purchased two pairs of running shoes and two custom insoles from our retail store located in Costa Mesa CA. At that time, Ms. [redacted] elected to add the VIP Rewards Plus membership to her purchase. One of the benefits of the VIP Rewards membership is that the membership fee of $44.99 will be automatically renewed annually to the credit card used for the purchase. Ms. [redacted] should have received an informational welcome packet in the mail with the full details of the program, including the renewal feature and how she can redeem her earned rewards points as part of the membership. We also mail out a reminder of pending renewal with the opportunity to opt out before renewal takes place. We are very sorry if the renewal charge came as a surprise to Ms. ***. As requested, we have cancelled the membership, and issued a refund of the renewal fee to her credit card, which should complete processing within 3 to 5 business days, from the date of this letter. We hope that Ms. [redacted] is satisfied with our attempt to resolve this dispute in good faith, and would like to invite her to continue to shop with Road Runner Sports. Sincerely, [redacted] Road Runner Sports

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I understand they have that policy but I had contacted them at least seperate occasions before going to the storeI was instructed to wait for a response that never came as they looked into options with FedExThe reason for the return is damaged goods which you are at fault for.I don't see how your return policy has anything to do with receiving a box of damaged goodThat is not what I had boughtI bought new shoesNot damaged shoesThey are not worth the same nor should that be acceptableYou run a terrible business the only response your company has given is the day policy but fail to mention the times I contacted your reps prior
Regards,
*** ***

March
9,
RevDex.com
***
***
Viewridge Ave Suite
San Diego, CA
RE:
ID # ***
Dear
Ms***,
Thank
you for alerting us to an email issue *** ***, *** *** *** *** ** *** is
experiencing.
We
believe we found the system error triggering the emails and resolved the
error. We appreciate Ms***’s
patience while we researched the issue.
We
apologize for the inconvenience and appreciate Ms***’s continued
patronage.
Sincerely,
***
***
Road
Runner Sports

Aug Revdex.com *** *** Viewridge Ave Suite San Diego, CA RE: ID # *** Dear *** ***, Thank you for your response to an inquiry initially filed for: Customer Information: *** *** Road Runner Sports has
received Ms ***’s initial complaint that she returned merchandise and she didn’t receive a refund. Upon researching Ms ***’s shopping history, it was determined that we received her returned item on 7/27/17. On that day, a refund was processed to her PayPal account in the amount of $115.52. The return form as well as the returns page on roadrunnersports.com specifically state that returns can take 2-weeks to arrive to Road Runner Sports for processing. We hope that this satisfied Ms ***’s complaint. Sincerely, *** *** Road Runner Sports

4/24/ Revdex.com *** *** Viewridge Ave Suite San Diego, CA RE: ID # *** Dear *** *** Thank you for your inquiry into a complaint filed by *** *** Our records indicate that Ms
*** contacted Road Runner Sports on 4/11/17, and at that time, requested a refund for her returned merchandise. Road Runner Sports had submitted a refund in the amount of $to her original credit card used for the purchase. Road Runner Sports has contacted Ms*** by phone and email in order to gain satisfaction of the original complaint, but has yet to hear back. We apologize for any inconvenience caused to Ms***, and we hope this action resolves the complaint to Ms***’s satisfaction Sincerely, *** *** Road Runner Sports

September
21,
RevDex.com
***
***
Viewridge Ave Suite
*** ***, CA
RE:
ID # ***
Dear
Ms***,
Thank
you for sending the response provided by *** ***, *** *** Dr
#***, *** ***, CA *** regarding her VIP Family membership.
Ms
***’ s ‘desired settlement’ was to bring her VIP renewal charge to our
attention. As stated in the original
response, we thank her for bringing the charge to our attention
Again,
please know Road Runner Sports is in compliance with Payment Card Industry
standards.
Sincerely,
***
***
Road
Runner Sports

[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.However, this solves my issue but will not change the company behavior for the many other people out there in the same situationSo, I won my battle but the war is lost
Regards,
*** ***

10/26/ Revdex.com *** *** Viewridge Ave Suite San Diego, CA RE: ID #*** *** *** *** Thank you for your response to an inquiry initially filed for: Customer Information: *** *** We have reviewed the complaint filed by Mr*** and determined that the reason for the delay in shipping his ordered item was that we have been waiting on delivery of that item from the vendor. We agree that the wait has been for an unacceptable amount of time, and we are very sorry about the delay. We have refunded Mr ***’s credit card in the amount of $37.90, which will be available in 3-business days from 10/13/17. Additionally, we have received confirmation from the vendor that the item shipped and was received by Mr *** on 10/24/ Again we are very sorry about the delay, and we hope that Mr*** accepts our efforts to resolve this dispute Sincerely, *** ***
Road Runner Sports

6/6/ Revdex.com *** *** Viewridge Ave Suite San Diego, CA RE: ID #***
Dear *** *** Thank you for your inquiry into a complaint filed by *** *** According to the details of the complaint filed, *** has made contact with Road Runner Sports regarding her membership. As a result, the membership has been cancelled per request. In addition, Ms*** has also requested to be removed from all promotional materials, as such; she will no longer received emails or catalogs from Road Runner Sports. Please allow a few weeks for this request to be fully completed. We hope that this action resolves Ms *** complaint to his satisfaction Sincerely, *** *** Road Runner Sports

August
24,
RevDex.com
*** ***
Viewridge Ave Suite
San Diego, CA
RE:
ID # ***
Dear
Ms***,
Thank
you for your inquiry into a charge for *** ***, POBox ***, *** ***, CA ***
regarding her VIP Family membership.
On
6/3/Ms*** purchased a VIP Family membership in our Concord retail store
when she purchased a pair of ASICS shoes.
This savings club allows Ms*** to save 10% on her purchases with Road
Runner Sports plus receive free shipping on any future mail orders, and a
day return policy on shoesThe membership is a yearly membership, and
automatically renews at $26.99.
At
the time of Ms***’s purchase it is our policy for Customers to be verbally
notified that the VIP club automatically renews annually for $26.99, and she
can cancel at any time. Ms*** should
have also received a “Welcome to the Club” information packet with her
purchase, which states the VIP
membership automatically renews at $annually, and that any member can
cancel the membership at any time.
Additionally it is Road Runner Sports’ policy to send a VIP Club Anniversary reminder to club members one
month prior to Club expiration. The
reminder offers an anniversary gift and states that the membership automatically
renews at $annually
We
never meant to catch Ms*** off guard with her VIP Family membership renewal
We have refunded Ms*** $as
requested. In addition we have cancelled
her VIP membership and removed her payment information from our system.
Sincerely,
***
***
Road
Runner Sports

June
16,
RevDex.com
***
***
Viewridge Ave Suite
San Diego, CA
RE:
ID # ***
Dear
Ms***,
Thank
you for your inquiry into a charge for *** ***, *** *** Ave
#*,
***, CA *** regarding his VIP Family membership.
I apologize Mr***’s VIP renewal caught him off guard.
Mr
*** should have received a VIP
Club Anniversary reminder each prior to Club expiration. The reminder offers an anniversary gift and states
that the membership automatically renews at $annually
As
requested, we have canceled Mr***’s VIP Membership and refunded his
renewal fees in total $
Sincerely,
***
***
Operations
Manager
Road
Runner Sports

6/6/ Revdex.com *** *** Viewridge Ave Suite San Diego, CA RE: ID #*** Dear *** *** Thank you for your inquiry into a complaint filed by *** *** According to
the details of the complaint filed, *** reported that he received an unauthorized charge on his credit card account in March for membership renewal According to Mr***’s shopping history with Road Runner Sports, he made an online purchase for a pair of Mens Brooks walking shoes on 3/28/16. At that time, Mr*** also selected to join the Road Runner Sports VIP membership at a promotional price of $for the first year. At checkout, and included with his invoice are details of joining the club, the benefits of the membership, and information regarding the renewal. We will take Mr***’s word that he does not wish to continue the membershipAs a result, the membership will be cancelled, and not renewed again, as well as deleting the payment information in Mr***’s customer profile. The membership refund will post to his credit card account within 2-business days As a result of cancelling Mr***’s VIP membership, his status of Run America Club Lifetime membership is reinstated at no additional costs. We hope that this action resolves Mr ***’s complaint to his satisfaction Sincerely, *** *** Road Runner Sports

5/3/ Revdex.com *** *** Viewridge Ave Suite San Diego, CA RE: ID # *** Dear *** *** T***k you for your inquiry into a complaint filed by *** *** According to the details of the
complaint filed, *** has requested to cancel and refund the VIP Membership and the annual fee be refunded. Road Runner Sports has honored that request, by cancelling the membership and future renewals, and issued a refund in the amount of $to his credit card company. It usually takes 3-business days for that process to complete. In addition, we have also issued a second refund of $for the previous year’s membership fee We t***k *** for bringing this to our attention, and we are confident that this action satisfies the desired settlement requested of a refund of VIP membership fee. In addition, we have also issued a refund of the previous year’s membership fee. Sincerely, *** *** Road Runner Sports

10/11/ Revdex.com *** *** Viewridge Ave Suite San Diego, CA RE: ID # *** Dear *** *** Thank you for your response to an inquiry initially filed for: Customer Information: *** *** We have
reviewed the complaint filed by Mr***At the time Mr***’s web orders were placed, the return policy posted on Roadrunnersports.com clearly states that returns of new and unused items are eligible for a refund within days of purchase. Since Mr *** placed separate orders on 5/8/17, that would mean the eligible date to return those purchases would have been 7/8/17. We are sorry that we are unable to approve Mr*** request Sincerely, *** *** Road Runner Sports

September
8,
RevDex.com
***
***
Viewridge Ave Suite
San Diego, CA
RE:
ID # ***
Dear
Ms***,
Thank
you for your inquiry into a charge for *** ***, *** *** *** *** **
*** regarding her VIP Family membership.
On
7/27/Ms*** purchased a VIP Family membership in our retail store when
she purchased a pair of Adidas shoes. This
savings club allows Ms*** to save 10% on her purchases with Road Runner
Sports plus receive free shipping on any future mail orders, and a day
return policy on shoesThe membership is a yearly membership, and
automatically renews at $26.99.
At
the time of Ms***’s purchase it is our policy for Customers to be verbally
notified that the VIP club automatically renews annually for $26.99, and she
can cancel at any time. Ms*** should
have also received a “Welcome to the Club” information packet with her
purchase, which states the VIP
membership automatically renews at $annually, and that any member can
cancel the membership at any time.
Additionally it is Road Runner Sports’ policy to send a VIP Club Anniversary reminder to club members one
month prior to Club expiration. The
reminder offers an anniversary gift and states that the membership
automatically renews at $annually
We
never meant to catch Ms*** off guard with her VIP Family membership renewal
We have refunded Ms*** $as
requested. In addition we have cancelled
her VIP membership so it will not renew in he future.
Sincerely,
***
***
Road
Runner Sports

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
* *** I never authorized the VIP charge and they failed to explain how years in a row they used my credit card on file without permissionThe Internet is full of complaints from other members citing the same issueit is a shame that they take no responsibility for the error on their part using my credit card without my permission after I cancelled my membership myself in DecemberLast year when it happened I took it as a simple errorThis time it boarders on criminalIt is their attitude their I find unacceptable