Road Runner Sports

December 1, Better Business Bureau [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] , Thank you for your inquiry into a credit card charge to [redacted] ***, [redacted] *** The charge was an annual renewal fee for a VIP savings club that [redacted] purchased with her [redacted] order in This savings club allowed [redacted] to save 10% on her purchase with Road Runner Sports plus receive free shipping and a day return policy on her shoesThe membership is a yearly membership, and automatically renews at $*** Following [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 with her order The information packet has important information regarding Club benefits and states the VIP membership automatically renews at $ [redacted] 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 $ [redacted] annually We are a 31-year-old company that takes pride in our reputation of providing an outstanding Customer experience It is not our policy to add a VIP Family membership to customer orders without the customer’s consent We never meant to catch [redacted] off guard with her VIP Family membership renewal As requested, we refunded [redacted] ***’s and renewal fees totaling $ [redacted] on December 1, [redacted] can trust that her membership is cancelled and will not renew in Sincerely, [redacted] Customer Experience Manager Road Runner Sports st1\: [redacted] / [redacted] Style Definitions */

February 20, Better Business Bureau [redacted] [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/ We apologize for the inconvenience Sincerely, [redacted] Kelly’s Running Warehouse / [redacted] Style Definitions */

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]

January 2, Better Business Bureau Tracie [redacted] Viewridge Ave Suite San Diego, CA RE: ID # [redacted] Dear Ms [redacted] , Thank you for your inquiry into a request from [redacted] , Cambridge Ter #2, Cambridge, MA Ms [redacted] purchased a VIP savings club membership online on 1/2/ This savings club allowed Ms [redacted] to save 10% on her purchase with Road Runner Sports plus receive free shipping, and a day return policy on shoesThe membership is a yearly membership, and automatically renews at $ At the time of Ms [redacted] ’s purchase she should have been required to check an online acknowledgment stating her membership will automatically renew at $24.99, and she can cancel at any time Ms [redacted] should have also received a “Welcome to the Club” information packet with her order, 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 [redacted] off guard with her VIP Family membership renewal We have no record of her request to cancel the membership prior to her renewal We cancelled her membership and refunded her $annual fee on 12/21/when she contacted Road Runner Sports regarding the charge Her membership purchased on 1/2/has been cancelled, and will not automatically renew going forward Sincerely, [redacted] Customer Experience Manager Road Runner Sports st1\: [redacted] / [redacted] Style Definitions */

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 lyingAlthough I did receive my refund the next day (albeit not the full amount, they charged me for return shipping), my paperwork was with the shoesI have included pictures I took of the paperwork I included with the pairs of shoesI am including pictures of the return tags used in the return as wellI was smart enough to take pictures of the paperwork before I sent itI do not appreciate the lying that a company would do to make themselves look betterI work in retail and would NEVER lie like this to a customer I highly doubt they have even received the shoes like they saidI tried their personal tracking number in their tracking system and neither one of them says they have been receivedOnly one says anything about tracking informationIf you take the USPS tracking number below the [redacted] 915, you will notice that both pairs were dropped off on 8/14/and picked up by the other carrier on 8/18/14, with nothing tracking them after thatMy guess is that their other carrier lost the shoes, which is their problem for using that type of return shipping Regards, [redacted]

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] , [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, 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

March 13, Revdex.com [redacted] *** [redacted] RE: ID # [redacted] Dear Ms***, 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 day return policy on shoesThe membership is a yearly membership, and automatically renews at $ 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 renewalWe cancelled [redacted] ’s membership and refunded [redacted] the $annual fee on 3/5/when she contacted Road Runner Sports regarding the charge Sincerely, [redacted] Customer Experience Manager Road Runner Sports

I will accept the business response.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 meSincerely, [redacted]

April 20, RevDex.com [redacted] Viewridge Ave Suite San Diego, CA RE: ID # [redacted] Dear Ms [redacted] , Thank you for your inquiry into a refund request for [redacted] , [redacted] St Apt *, [redacted] , NC *** On 1/19/15, Ms [redacted] ordered a pair of Brooks Ghost shoes and received a mismatched pair that she could not wear Ms [redacted] returned the mismatched pair to Road Runner Sports On 3/27/Road Runner Sports received Ms [redacted] ’s returned shoes and sent her a replacement pair the same day We did not expect the shoes Ms [redacted] ordered to be a mismatched pair, and apologize for her inconvenience Sincerely, [redacted] Customer Experience Manager Road Runner Sports

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 $ 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 st1\: [redacted] / [redacted] Style Definitions */

There is no renewal fee of any kind The consumer made her purchase originally at the Kent store which totaled @ $ At that time, they were offered the VIP membership at a fee of $which provided 10% discount on their purchase of over $ Please have the consumer
contact me directly at 503-691-and ask for Reed We can cancel this as there should be some refund coming

I will accept the business response.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. Sincerely, [redacted]