Road Runner Sports Inc

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

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

February
20,
RevDex.com
[redacted]
Viewridge Ave Suite
San Diego, CA
RE:
ID #[redacted]
Dear
Ms[redacted],
Thank
you for your inquiry into a request from [redacted], [redacted]. Mr[redacted] purchased two pairs of
shoes from Kelly's Running Warehouse on 2/8/using a promotional offer for $off $minimum
purchaseWhen the order downloaded from the website to our order system the
price was mistakenly adjusted because of an inadvertent discrepancy on pricing
This
was an error on our end and as a result we refunded Mr[redacted] $on Monday
2/23/15. We apologize for the
inconvenience
Sincerely,
[redacted]
Kelly's
Running Warehouse

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

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.
Roadrunner Sports has, indeed, now more than made good the unauthorized charges which it made to my credit card. I find its response unacceptable, however, because it chooses to lie about the fact that, in the spring of 2016, it was in fact notified by me that I wished to discontinue my VIP membership and that it was "NOT authorized to charge ANY credit card in my name for ANY membership fee or for any other purpose."  See attached letter dated April 8, 2016. In point of fact, Roadrunner Sports simply ignored that letter.  It not only did not refund my unauthorized membership fee for 2016 -- which action I had not requested -- but it simply left my information on file and, in the spring of 2017 once again charged my credit card for this unauthorized fee. I reject categorically any suggestion that Roadrunner did not receive my April 8, 2016 letter, which was sent to the address which Roadrunner listed on its website as a contact for regular U.S. mail.It is quite easy to find multiple on-line complaints such as mine, a number of which are attached.  The point is that Roadrunner follows a practice of making unauthorized charges of this nature in the expectation that a significant percentage of its customers will not notice the charges or will elect not to take the time and trouble to pursue reimbursement.  When someone such as myself does take the time to expose this practice, it simply claims that the whole thing was an unfortunate mistake and refunds the fees. I have no doubt but that it will continue this practice until and unless it becomes the subject of a class action lawsuit or adverse regulatory action by a consumer protection agency.So, again, the money which Roadrunner attempted to take from me has been refunded.  If you want to close this case on that basis, fine. I am not, however, satisfied with the result because Roadrunner has made no representation that it will cease and desist from the practice of making similar unauthorized charges in the future.
Regards,
[redacted]

December
18,
RevDex.com
[redacted]
Viewridge Ave Suite
San Diego, CA
RE:
ID #[redacted]
Dear
Ms[redacted],
Thank
you for your inquiry into a charge to [redacted] The charge was an annual
renewal fee for a VIP savings club
that Ms[redacted] purchased on 12/6/ This savings club allowed Ms[redacted] to
save 10% on her in store purchase with Road Runner Sports plus receive other
benefits such as free shipping on direct orders, and a day return policy on shoes
The membership is a yearly membership, and automatically renews at $24.99.
Following
Ms[redacted]'s purchase she should have been verbally informed of the annual
renewal charge, and should have received a "Welcome to the Club" information
packet. The information packet has important
information regarding Club benefits and 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[redacted] off guard with her VIP Family membership renewal
We cancelled her membership and refunded
her $annual fee on 12/15/when she contacted Road Runner Sports regarding
the charge.
Sincerely,
[redacted]
Customer
Experience Manager
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.The code was indeed listed on their website (as advertising) the code went through, it should not have been allowed to go through if sandals were excluded. The response did not even touch on why they took $1.95 from my bank account and then without my knowledge or authorization took another $20 (which I assume was to cover the cost of the coupon they allowed me to apply) they held this money for a week. During that time I had no access to it. If I walked into their store and took $20 out of the register and said don't worry you will get it back they would call the police because I stole money from them. How is this different? They had no business taking more money than I had authorized for the sandals (again that the website allowed me to purchase using the coupon). I have no idea how this person thinks that it is a good business practice to steal from people and then blame them. I am disappointed that instead of at least acknowledging and apologizing  instead I am being blamed and made to feel like it is my fault. Bottom line, he is being dishonest because the coupon was listed and advertised (I am not sure about the exclusions, but it did go through at check out) and they took $20 from me and are not even acknowledging that.  Regards,[redacted]

July 8, 2016 Revdex.com[redacted]4747 Viewridge Ave Suite 200 San Diego, CA 92123 RE: ID # [redacted] Dear Mr. [redacted], Thank you for your inquiry into an order for [redacted]...

[redacted]   It appears Ms. [redacted] attempted to place an order for a pair of sandals on 6/23/16 using a non-advertised savings code that an online shopping blog chose to make public. Road Runner Sports did not advertise the promotional code.  The savings code had specific exclusions attached to it, one of which was Sandals.  Unfortunately the shopping blog did not choose to disclose the exclusions that accompanied the promotional code.     Road Runner Sports however lists our exclusions on our website. Furthermore, after reviewing the call Ms. [redacted] made to Road Runner Sports on 6/25/16, we do not hear any evidence to her implication of our website being ‘hacked.’  The communication was that one of our promotional codes was ‘hacked.’  This was a poor use of words on behalf of a Road Runner Sports Customer Care Representative.  None the less Ms. [redacted] was not told the website had been ‘hacked.’   We apologize for any confusion regarding Ms [redacted] shopping experience.     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]

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]

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] 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

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

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]

March 13, 2015
Revdex.com [redacted] RE: ID # [redacted] Dear Ms. [redacted],
Thank you for your inquiry into a request from [redacted], [redacted], [redacted]. Ms. [redacted] mother...

[redacted] belongs to a VIP savings club which allows her and every friend and family member using her account to save 10% on purchases with Road Runner Sports plus receive free shipping on mail orders, and a 90 day return policy on shoes. The membership is a yearly membership, and automatically renews at $24.99.
At the time of renewal, [redacted]’s credit card was mistakenly charged for her mother’s VIP savings club renewal because the card was used on the account to make a purchase.
We never meant to catch Ms. [redacted] off guard with her VIP Family membership renewal. We cancelled [redacted]’s membership and refunded [redacted] the $24.99 annual fee on 3/5/15 when she contacted Road Runner Sports regarding the charge.
Sincerely,


[redacted]
Customer Experience Manager
Road Runner Sports

November
6,
RevDex.com
[redacted]
Murphy Canyon, Ste
San Diego, CA
RE:
Incident #[redacted]
Dear
Ms[redacted]
Thank
you for your inquiry into a concern of Mr[redacted].
Mr
[redacted] shopped in our Costa Mesa retail store on September 7, and was erroneously
informed that his VIP Family Membership had expired.
His membership actually did not expire until October 27, 2014. Our Retail Team Member did not properly
research our Customer information system to see that Mr[redacted]'s membership
was still valid, and ultimately charged Mr[redacted] for a new membership. It appears Road Runner Sports failed to
provide our Team adequate training so they could correctly research Customers
VIP status in our Customer system. Mr
[redacted] is requesting that our Retail and corporate accounting systems be
connected. They actually are connected,
however the error was on the user's end and Road Runner Sports needs to provide
improved training and certification prior to our Team working with
Customers.
The
error was realized when Mr[redacted] called our Customer Service on October 28, and we refunded
him the cost of his VIP annual membership
I
am so sorry for the confusion and poor customer experienceWe are a year old
company who strives to provide a WOW Customer experience and we failed to do so
with Mr[redacted]
We
thank Mr[redacted] for bringing this to our attention and hope he will look
favorably on his past shopping experiences with Road Runner Sports and give us
another chance to show him we can do things right
Sincerely,
[redacted]
Customer
Experience Manager
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.
The only reason that I am rejecting this is that they are lying. Although I did receive my refund the next day (albeit not the full amount, they charged me for return shipping), my paperwork was with the shoes. I have included pictures I took of the paperwork I included with the pairs of shoes. I am including pictures of the return tags used in the return as well. I was smart enough to take pictures of the paperwork before I sent it. I do not appreciate the lying that a company would do to make themselves look better. I work in retail and would NEVER lie like this to a customer.
 
I highly doubt they have even received the shoes like they said. I tried their personal tracking number in their tracking system and neither one of them says they have been received. Only one says anything about tracking information. If you take the USPS tracking number below the [redacted] 915, you will notice that both pairs were dropped off on 8/14/14. and picked up by the other carrier on 8/18/14, with nothing tracking them after that. My guess is that their other carrier lost the shoes, which is their problem for using that type of return shipping.
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], 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

Thank you for bringing this to our attention.  You deserve to know that Road Runner Sports has made contact with [redacted], and have granted his request for a refund.  We are confident that [redacted]'s complaint has been resolved to his satisfaction.

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]