Red Iguana

July
20, 2015
 
RevDex.com
[redacted]
[redacted]
4747
Viewridge Ave Suite 200
San Diego, CA 92123
 
RE:
ID # [redacted]
 
Dear
Ms. [redacted],
 
Thank
you for your inquiry into a charge for [redacted], [redacted] [redacted]...

[redacted] regarding his VIP Family membership. 
 
We
are sorry Mr. [redacted] was caught offguard with the charge for his VIP Family
membership after requesting it be cancelled. 
We do not show a record of it being cancelled. 
 
As
requested, we have canceled Mr. [redacted]’s VIP Membership, and
refunded his renewal fee on 7/12/2015 when he called with his request.  In addition we have removed his credit card
information from our system as he requested.
 
Sincerely,
 
 
[redacted]
[redacted] 
 
 
Operations
Manager
Road
Runner Sports

January 18, 2017   Revdex.com [redacted]
[redacted]   RE: ID # [redacted]     Dear [redacted],   Thank you for your inquiry into a complaint filed for:   Customer Information: [redacted]...

[redacted] , [redacted] Daytime Phone: [redacted] E-mail: [redacted]@hotmail.com   Road Runner Sports appreciates the feedback brought forward by [redacted].           We have received [redacted]’s request to cancel the VIP membership and have issued a refund of $44.99 on 1/14/17, which should process to the Credit Card within 3 to 5 business days.    In addition, we have deleted all credit card information on file to prevent any future renewal charges.  We sent a confirmation email to [redacted] as requested.    We are very sorry that the renewal charge was unexpected, and we never meant to catch our valued customer off guard.    We hope that [redacted] is satisfied with our attempt to resolve this dispute in good faith, and would like to invite [redacted] 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 [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]

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]

September
21, 2015
 
RevDex.com
[redacted]
[redacted]
4747
Viewridge Ave Suite 200
San Diego, CA 92123
 
RE:
ID # [redacted]
 
Dear
Ms. [redacted],
 
Thank
you for your inquiry into a VIP Family membership charge for [redacted],
[redacted]...

[redacted] Sacramento, CA [redacted]. 
 
On
9/20/12 Mr. [redacted] purchased a VIP Family membership in our retail store. This
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 90 day return
policy on shoes. The membership is a yearly membership, and automatically
renews at $26.99. 
 
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 $26.99.  Mr. [redacted] should have also received a
“Welcome to the Club” information packet with his purchase, which states the VIP membership automatically renews at $26.99
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 $26.99 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, 2014 and 2015 membership fees on 9/14/15.  In addition we have cancelled his VIP
membership so it will not renew in the future. 
 
Sincerely,
 
 
[redacted]
[redacted] 
Road
Runner Sports

March 28, 2017   Revdex.com 4747 Viewridge Ave Suite 200 San Diego, CA 92123   RE: ID # [redacted]   Dear [redacted]   Thank you for your communication into a recently filed complaint by [redacted] M [redacted]. This message is in response to Mr.[redacted]’ rejection to the initial resolution provided by Road Runner Sports.    The complainant, Mr. [redacted] was a Road Runner customer since 2009, and had twice joined the VIP Club. The first time was by web in 2009, and the second by phone in 2014. Currently, any web customer that is about to purchase a VIP membership receives this notification on the online order page:   EACH YEAR YOUR MEMBERSHIP WILL AUTOMATICALLY RENEW FOR $27.99 AND BE CHARGED TO A VALID CREDIT/DEBIT CARD ON FILE, WHICH MAY BE UPDATED BY THE CARD ISSUER, OR AN EXISTING PAYPAL ACCOUNT. YOU MAY CANCEL YOUR VIP MEMBERSHIP AT ANY TIME AND BE REFUNDED THE REMAINING BALANCE BY CALLING (800) 543-7309. BY ADDING THE VIP MEMBERSHIP TO YOUR CART, YOU AGREE TO THESE VIP MEMBERSHIP TERMS. See the description tab below for complete program details.   Our Phone and Retail scripting follows this format.  Additionally, each VIP member is mailed an anniversary letter through the US Postal Service one month prior to renewal advising as to the coming automatic renewal.   It is fair to say that the level of disclosure concerning the renewal terms has increased and improved since 2009, when complainant, Mr. [redacted] first joined the VIP Club. The letter complainant sent to Road Runner in 2016 to cancel his membership unfortunately did not find its way to the VIP team, and for this, and the inconvenience and frustration experienced by complainant, we apologize, and will undertake to insure wait time on the phone is managed better, so as to minimize delays when a member wishes to cancel his or her membership. The renewal fees for 2016 and 2017 have been fully refunded. Please note, VIP Members may also cancel online.   We hope that this resolution has resolved this complaint to Mr. [redacted]’ satisfaction. Sincerely, [redacted] Road Runner Sports

November 15, 2016   Revdex.com [redacted]   RE: ID #[redacted]     Dear [redacted],   Thank you for your inquiry into a complaint filed for:   Customer Information: [redacted] N [redacted] [redacted] Daytime Phone: [redacted]...

Fax: [redacted] E-mail: [redacted]   Road Runner Sports appreciates the feedback brought forward by Ms.[redacted]         According to Ms.[redacted]’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. [redacted].  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 [redacted], 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.
Regards,
[redacted]

May 16, 2016Revdex.com[redacted]4747 Viewridge Ave #200 San Diego, CA 92123RE: ID # [redacted]Dear [redacted],Thank you for your inquiry into a VIP Family membership charge for [redacted], 2[redacted], [redacted], CA 91302, [redacted],...

[redacted].  On 2/28/145 Mr. [redacted] purchased a VIP Family membership in our Thousand Oaks store.  This 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 90 day return policy on shoes. The membership is a yearly membership, and automatically renews at $26.99.  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 $26.99. Mr. [redacted] should have also received a “Welcome to the Club” information packet with his purchase, which states the VIP membership automatically renews at $26.99 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 $26.99 annually.We never meant to catch Mr. [redacted] off guard with his VIP Family membership renewal. We have no previous record of his request to cancel his membership.  As requested we refunded Mr. [redacted] for his membership fee on 5/15/16.  In addition we have cancelled his VIP membership so it will not renew in the future.  Sincerely,[redacted] Operations ManagerRoad Runner Sports

March 10, 2017   Revdex.com [redacted] 4747 Viewridge Ave Suite 200 San Diego, CA 92123   RE: ID # [redacted]   Dear [redacted]   Thank you for your communication into a recently filed complaint by [redacted] M [redacted].   On 2/27/14 Mr. [redacted] opted into the...

Road Runner Sports VIP Family membership while purchasing a pair of New Balance running shoes when he called the Road Runner Sports Contact Center.  In addition to discounts and benefits the membership provides, it also conveniently renews to the credit card used at the time of purchase.  This is an annually membership fee with an introductory price of $1.99 for the first year, and renews annually at $27.99.  Members of the program can choose to opt out at any time by, calling our Contact Center, logging into our website or writing to us by email / US Mail.       Unfortunately, Road Runner Sports did not receive any communication from Mr. [redacted].  We do not place any blame towards Mr. [redacted] for this miscommunication.  Since he is a VIP, we will gladly accept his statement that he intended to contact us by phone and or mail.  As a result, we have cancelled his membership for 2017, effective immediately.  In addition we have also cancelled his membership for 2016 as he stated he did intend to cancel that membership as well.  A total refund of $54.98 has been issued to Mr. [redacted]’s credit card on March 10, and typically, it does take approximately 3-5 buisiness days for the bank to receive that refund and make it available to Mr. [redacted].    Road Runner Sports certainly has never intended to cause an inconvenience any of our VIP members, and we extend a sincere apology to Mr. [redacted].  We hope that Road Runner Sports has resolved this

5/3/2017   Revdex.com [redacted]  4747 Viewridge Ave Suite 200 San Diego, CA 92123   RE: ID # [redacted] Dear [redacted]       Thank you for your inquiry into a complaint filed by [redacted] D [redacted].     According to the complaint...

filed by [redacted] D [redacted], 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 3-5 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

April
11, 2016
RevDex.com
[redacted]
[redacted]
4747
Viewridge Ave Suite 200
San Diego, CA 92123
RE:
ID # [redacted]
Dear
Ms. [redacted],
Thank
you for your inquiry into the return status for an item purchased by [redacted],
[redacted]...

[redacted], [redacted], [redacted],
[redacted]. 
Mr.
[redacted] received a refund on 4/4/16 for the item he returned.  We apologize for the delay in processing his
item.
Sincerely,
[redacted] 
Road
Runner Sports

Road Runner Sports has received Ms [redacted]’s initial complaint that she received a charge on her credit card for VIP membership.  We understand that Ms [redacted] states that she never signed up for the VIP Membership.       Upon researching Ms [redacted]’s shopping history, it was...

determined that the VIP membership was added to an order she placed on roadrunnersports.com on 8/3/16.  Attached is the invoice of that purchase.    Never the less, the membership is risk free and can be cancelled anytime.  Records show that Ms [redacted] contacted Road Runner Sports on 7/25/17, and cancelled the membership and received a refund to her credit card of 27.99.    We never meant to catch Ms [redacted] off guard with the renewal of the VIP membership, and hope that fulfilling her request of cancellation and refund satisfies this complaint.      Sincerely,     [redacted] Road Runner Sports

5/25/17   Revdex.com [redacted]  4747 Viewridge Ave Suite 200 San Diego, CA 92123   RE: ID #[redacted]   Dear [redacted]       Thank you for your inquiry into a complaint filed by [redacted].       According to...

the details of the complaint filed, [redacted] did not receive the item she ordered via roadrunnersports.com.  According to the tracking information provided via OnTrac, the item was delivered to the address supplied at the time of the order.  We attempted to intercept the package with the shipping vendor per Ms. [redacted]’s request, however they were unsuccessful.  We are sorry that the shipment was lost, and that Ms. [redacted] did not receive her package.    As a result of the mishap, we have refunded Ms [redacted]’s [redacted] account as requested.  We hope that this action satisfies the reason for the complaint filed, and on behalf of Road Runner Sports, we apologize to Ms. [redacted] for any inconvenience.       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.This complaint has not been resolved. I had received an email stating that they had confirmed that the shirts were being shipped on 10/16, but then I received an email just before the date stating yet another ship date, just like they have done for 4 MONTHS!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.
Regards,
[redacted]

3/31/17   Revdex.com [redacted] 4747 Viewridge Ave Suite 200 San Diego, CA 92123   RE: ID # [redacted]   Dear [redacted]   Thank you for the inquiry into a complaint filed by [redacted].    According to the complaint filed by [redacted], he...

contacted Road Runner Sports because he had not yet received his earned Rewards points, as a part of being a VIP Family member.  Road Runner Sports sent a digital copy of his Rewards Card to [redacted]’s email on 3/1/17.  RRS spoke to [redacted] by phone on 3/23/17, and confirmed that [redacted] did not receive that original email.  We sent [redacted] a new email including the Rewards Points earned, and a copy of the original email. While we were on the phone, [redacted] confirmed he did receive the new email.  In addition, per [redacted]’s request, Road Runner Sports has sent his future Rewards points in advance, and will cancel his VIP membership before it renews for next year.       We are very sorry for any inconvenience this has caused, and we hope that [redacted] finds Road Runner Sports’ attempt to resolve this complaint to his satisfaction.        [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.
I still haven't received the $19.99 back on my credit card? Can road runner provide proof? What date did they process my refund? 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   I have been in contact with the business and they have gone over and above to resolve this issue. 
Regards,
[redacted]

September
8, 2015
 
RevDex.com
[redacted]
4747
Viewridge Ave Suite 200
[redacted], CA 92123
 
RE:
ID # [redacted]
 
Dear
Ms. [redacted],
 
Thank
you for your inquiry into a charge for [redacted] Dr. #[redacted],
[redacted]...

[redacted], CA [redacted] regarding her VIP Family membership. 
 
We
thank Ms. [redacted] for bringing this to our attention.  Please know Road Runner Sports is in
compliance with Payment Card Industry standards. 
 
Sincerely,
 
 
[redacted] 
Road
Runner Sports