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.
Regards,
[redacted]
I ordered an item on line on DEC 4th, for store pick up since the item cost was 2.99, and shipping is $ 5 plus change on an item that would fit and ship in a standard $0.47 envelope. Nowhere in the ordering process did it say how long shipping would take. but as of 9 am Dec 15th I have not heard anything from LIDS. I contacted the store I was to pick up from, they have no idea of my order and even denied carrying the item.
I have called the 24/7 help line 3 different days 2 times each to get a busy signal. I also have emailed and got auto response saying I would get a response within 24 hrs. @ 32 hrs got a response saying that my item was at the store for pick up. So I called the store and said they did not have it, and was informed by a male employee who I assume is the same one who I spoke to on the 3 previous days said "as I said we will call when it comes in”. ( in fairness there was a female employee, who was friendly and gave many possibilities and solutions).
So now December 19 2014
No phone call
No shipping conformation
And no response to cancel my order sent on 17th.
Dear [redacted],There was a discrepancy in inventory which resulted with last item being defective. Due to a system glitch, the Distribution Team was unaware that the order was still pending.The order has now been canceled and the customer was not...
charged.We apologize for any inconvenience this has caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],
Our records indicate that this particular jersey was depicted incorrectly on our website at the time the customer placed his order. Since then the description has been updated.
Unfortunately, we do not carry Josh Gordon apparel at this time.
We have...
already addressed the response that was given by our customer care agent.
I reached out to the customer this morning but he advised that he was at work and unable to discuss this matter. I offered our apologies and stated that I would follow up with an email including my contact information.
The customer has been refunded in full and a 20% off (next purchase) promotional code was sent via email.
We sincerely apologize for any inconvenience this may have caused the customer.
Thank you,
[redacted]
Customer Care Manager
LIDS Sports Group
7555 Woodland Dr.
Indianapolis, IN 46278
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This was terrible customer service on their part and I do not want to deal with this company in the future and will make sure to review it as such. I will wait until 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The statements they have made are false. At no point did they call me within 24 hours as I was told. I did not have any emails or voicemails offering any type of appology. They did ask me to pay an additional $20 to have the package expedited overnight and could not figure out why I was not happy to pay for the companys faulty policies. Until I get a formal written letter apologizing for their unprofessionalism, I will not accept any terms.
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted]
We have reached out to our Digital Marketing team regarding the customer's concern. Our email provider has assured us that his information was removed from their database back in September 2013.
A voice message was left for the customer to return our call so that we can verify his email address and for him forward the email he received from our company to review. We would like to resolve this matter as quickly as possible.
We apologize for any inconvenience this may have caused the customer.
Sincerely,
[redacted]
Customer Care Manager
LIDS Sports Group
7555 Woodland Drive
Indianapolis, IN 46278
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1. As of today (11-25-15) WE HAVE NOT RECEIVED THE CREDIT!! Once his account is credited I will be happy to close this complaint.
Additional Information:
2. Phone calls: Call wait time for EVERY phone call was a minimum of 20 minutes, up to 40 minutes, wait time. The call on 9-3 WAS connected! I talked directly to Zach and got his name.
3.Merchandise availability: The company did NOT send the shorts or gloves when I was told they were IN stock. Should have sent them separately. Shorts were in stock on 9-3, waiting on gloves. On 9-25, gloves were in stock, waiting on shorts. Told them to send the gloves next day. NO action taken.
Regards,
[redacted]
Dear Revdex.com,Our research shows that the customer's order may have not been added to the store shipment box. A replacement order has been placed with Next Day Air shipping to the customer's residence.We do apologize for any inconvenience this may have caused the...
customer.Sincerely,?Royce L[redacted]Customer Care ManagerLIDS Sports Group
I went into Lids located in the Pearland Town Center in Pearland, Texas to shop for a hat. My friend and I walked in and observed the manager assisting a customer. We browsed around at some hats until I noticed one that I really liked. I removed the hat from the shelf and waited patiently for assistance while the manager continued assisting the previous customer. At no time, did the manager acknowledge or offer any assistance to us while in store. While waiting, another customer walks in and the manager immediately acknowledges her and offers to assist in a few minutes. I was completely and utterly disappointed and embarrassed. My friend recommended that we leave, so I returned the hat to the shelf and we left store. The manager did not say one word to us the whole time. Customer service is very important to me when it comes to me spending money. Due to this experience, I will never shop at Hat World or Lids again. Additionally, I will not refer any friends or family to do so either.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]I was not compensated for all disrupted orders, and communication about order details is below par.
The District Sales Manager has made contact with the customer. We have offered to locate the Bulls Snapback Hat for her and a gift card for her inconvenience. The behavior of the staff has been addressed as well.
Sincerely,
[redacted]
Customer Care Manager
LIDS Sports Group
According to our records on order [redacted], item SKU:20606469 was shipped as of 8/17/2015, per tracking [redacted]Unfortunately, during the remaining fulfillment we experienced some system errors causing the rest of the order to be in a hold status beyond our control. These item were...
not shipped. Due to this error we have issued the customer a full refund on 10/24/15.Sincerely,
Jamika K[redacted]Customer Care Representative
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 agreed to pay $12.99 for express shipping because the item ordered was to be a very special gift, I feel that I should be refunded that as well. Also, the item is now out of stock and I couldn't find it any where else. I told LIDS through one of my many contacts, the customers's name & state they are located. That person was looking to see if I received their order or hats. I don't understand why they couldn't send a new mailing label so the other customer could forward my item to me.I left a few messages after waiting to talk to a rep on the phone, as well as a few emails. Both of which said I would receive a return call, etc when it was my turn, but that never happened. Emails were the same and I also tried to do a "chat" session, that I was disconnected from. At a later date, after all the initial calls, emails & chat, I tried to call a few times only to have the phone ring a few times & then disconnect.So now I don't have the item I ordered, as well as the fee for the express postage. I also called the person that received my order 2 or 3 times (long distance calls) and I later called the person that I received an order for (long distance again) and I chose to mail the order to that customer. That's all after a lot of frustration and poor customer relations.
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.
Regards,
[redacted]
Dear [redacted],The customer's credit card was refunded on May 4th at 4:02pm.We apologize for any inconvenience this may have caused the customer.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,The customer reached out to me from an unkown email address that did not specify his name or order number. After several emails back and forth (requesting the information needed) he provided the order number.The correct refund amount was $42.38. The customer was upset as he expected a refund in the amount of $44.71. An agent quoted the incorrect refund amount in their original response to the customer. We will honor that total and will send a second check in the amount of $2.33 for the difference he was quoted.The customer was updated with this information. Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
Revdex.com RESPONSE – [redacted] – Complaint ID [redacted]
ORDER ID [redacted] was ordered on 11/23. They received their order on 12/4. This shipped directly to their...
home.
In doing a search for all emails received by her email on file (there are two different email addresses) to our general inbox, I see the first email was sent on 12/8. We sent back instructions on how to return her product back to us on 12/18. She sent back confirmation she returned it on 12/25. Emails then were sent from a different email on 12/29. I have a response to her email on 12/31. She sent a follow up response again on 12/31. There was a 4th email sent on 1/4/16 demanding to speak with a manger.
The substance of those emails all have to do with the return of an active ankle brace. Because the ankle brace came into our distribution center without an assigned sales return order number, this item got put on shelves with our return to shipper packages. On 1/5 we located this package, created a sales return order for this product, refunded the customer for this brace and also gave updates on the other two orders this customer placed.
Customer paid $32 + tax for the ankle brace. We issued a refund for $33.60 ($32 + tax) for the returned product. I have attached the refund receipt for this return within the email including this response.
The total of her order was $123.89 but not all units on the order were returned. That is why we refunded for just the items returned and not the full amount.
ORDER ID [redacted] was ordered 11/23, shipped on 12/31 and received on 1/6. This order shipped to the school as store was set to do.
We require and preface all flash store orders that we require 3-4 weeks to produce and ship orders after the close date of their online store. This flash store, store ID 60095, closed on 12/2. This would give us until 12/31 to ship this order. This is not counting holidays our facility was shut down. There was a delay in receiving this order after shipment due to the New Year holiday and our shipping provider holding deliveries until the school this was delivering to let back in session.
ORDER ID [redacted] was ordered 11/30, shipped on 12/31 and received on 1/6. This order shipped to the school as store was set to do.
This order was part of the same flash store as order [redacted] above.
The 12/29 email from the customer did request for status updates on the two orders associate with flash store ID 60095. We gave updates the best we could on our 12/31 response. I have attached those emails to the email including this response.
I do see three attempts to call on 12/7, 12/8, and 1/4 if the calls were only made with the phone number on file with her orders. I do not see that she ever got connected with an associate. Most of our associates do both email and phones. If we see we are already in email communication with the customer then we try and keep that communication streamline and leave it to that single associate to manage any issue. I do not have access to my associates personal emails or phone call made outside of our call queue. If emails were exchanged and calls were made from their desk and did not fall under our public communication parameters then I will not have visibility of that communication.
As far as resolving her desired outcome/settlement, we have refunded for all items that have been returned to us.
If customer wants to return the remaining item off ORDER ID [redacted] then I can facilitate that and we will refund her in full for that item returned. That potential transaction would fulfill the $123.89 requested.
ORDER ID [redacted] and [redacted] did ship within the 3-4 week window that is prefaced on ALL flash store orders requiring production art to be added. It states those turn time expectation on the flash store site at time of order. It says on our return policy very clearly that we do not accept returns on customized items. I have put a link to the websites posted return policy in this response. https://closeout.lidsteamsports.com/sales/guest/form/ For those reasons we have not and are not refunding for these orders.
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.
Regards,
[redacted]
I ordered an item on line on DEC 4th, for store pick up since the item cost was 2.99, and shipping is $ 5 plus change on an item that would fit and ship in a standard $0.47 envelope. Nowhere in the ordering process did it say how long shipping would take. but as of 9 am Dec 15th I have not heard anything from LIDS. I contacted the store I was to pick up from, they have no idea of my order and even denied carrying the item.
I have called the 24/7 help line 3 different days 2 times each to get a busy signal. I also have emailed and got auto response saying I would get a response within 24 hrs. @ 32 hrs got a response saying that my item was at the store for pick up. So I called the store and said they did not have it, and was informed by a male employee who I assume is the same one who I spoke to on the 3 previous days said "as I said we will call when it comes in”. ( in fairness there was a female employee, who was friendly and gave many possibilities and solutions).
So now December 19 2014
No phone call
No shipping conformation
And no response to cancel my order sent on 17th.
Dear [redacted],There was a discrepancy in inventory which resulted with last item being defective. Due to a system glitch, the Distribution Team was unaware that the order was still pending.The order has now been canceled and the customer was not...
charged.We apologize for any inconvenience this has caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],
Our records indicate that this particular jersey was depicted incorrectly on our website at the time the customer placed his order. Since then the description has been updated.
Unfortunately, we do not carry Josh Gordon apparel at this time.
We have...
already addressed the response that was given by our customer care agent.
I reached out to the customer this morning but he advised that he was at work and unable to discuss this matter. I offered our apologies and stated that I would follow up with an email including my contact information.
The customer has been refunded in full and a 20% off (next purchase) promotional code was sent via email.
We sincerely apologize for any inconvenience this may have caused the customer.
Thank you,
[redacted]
Customer Care Manager
LIDS Sports Group
7555 Woodland Dr.
Indianapolis, IN 46278
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This was terrible customer service on their part and I do not want to deal with this company in the future and will make sure to review it as such. I will wait until 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The statements they have made are false. At no point did they call me within 24 hours as I was told. I did not have any emails or voicemails offering any type of appology. They did ask me to pay an additional $20 to have the package expedited overnight and could not figure out why I was not happy to pay for the companys faulty policies. Until I get a formal written letter apologizing for their unprofessionalism, I will not accept any terms.
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted]
We have reached out to our Digital Marketing team regarding the customer's concern. Our email provider has assured us that his information was removed from their database back in September 2013.
A voice message was left for the customer to return our call so that we can verify his email address and for him forward the email he received from our company to review. We would like to resolve this matter as quickly as possible.
We apologize for any inconvenience this may have caused the customer.
Sincerely,
[redacted]
Customer Care Manager
LIDS Sports Group
7555 Woodland Drive
Indianapolis, IN 46278
Dear Revdex.com,
This information has been passed on to the appropriate department for assistance.
Sincerely,
Lids Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1. As of today (11-25-15) WE HAVE NOT RECEIVED THE CREDIT!! Once his account is credited I will be happy to close this complaint.
Additional Information:
2. Phone calls: Call wait time for EVERY phone call was a minimum of 20 minutes, up to 40 minutes, wait time. The call on 9-3 WAS connected! I talked directly to Zach and got his name.
3.Merchandise availability: The company did NOT send the shorts or gloves when I was told they were IN stock. Should have sent them separately. Shorts were in stock on 9-3, waiting on gloves. On 9-25, gloves were in stock, waiting on shorts. Told them to send the gloves next day. NO action taken.
Regards,
[redacted]
Dear Revdex.com,Our research shows that the customer's order may have not been added to the store shipment box. A replacement order has been placed with Next Day Air shipping to the customer's residence.We do apologize for any inconvenience this may have caused the...
customer.Sincerely,?Royce L[redacted]Customer Care ManagerLIDS Sports Group
I went into Lids located in the Pearland Town Center in Pearland, Texas to shop for a hat. My friend and I walked in and observed the manager assisting a customer. We browsed around at some hats until I noticed one that I really liked. I removed the hat from the shelf and waited patiently for assistance while the manager continued assisting the previous customer. At no time, did the manager acknowledge or offer any assistance to us while in store. While waiting, another customer walks in and the manager immediately acknowledges her and offers to assist in a few minutes. I was completely and utterly disappointed and embarrassed. My friend recommended that we leave, so I returned the hat to the shelf and we left store. The manager did not say one word to us the whole time. Customer service is very important to me when it comes to me spending money. Due to this experience, I will never shop at Hat World or Lids again. Additionally, I will not refer any friends or family to do so either.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]I was not compensated for all disrupted orders, and communication about order details is below par.
The District Sales Manager has made contact with the customer. We have offered to locate the Bulls Snapback Hat for her and a gift card for her inconvenience. The behavior of the staff has been addressed as well.
Sincerely,
[redacted]
Customer Care Manager
LIDS Sports Group
According to our records on order [redacted], item SKU:20606469 was shipped as of 8/17/2015, per tracking [redacted]Unfortunately, during the remaining fulfillment we experienced some system errors causing the rest of the order to be in a hold status beyond our control. These item were...
not shipped. Due to this error we have issued the customer a full refund on 10/24/15.Sincerely,
Jamika K[redacted]Customer Care Representative
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 agreed to pay $12.99 for express shipping because the item ordered was to be a very special gift, I feel that I should be refunded that as well. Also, the item is now out of stock and I couldn't find it any where else. I told LIDS through one of my many contacts, the customers's name & state they are located. That person was looking to see if I received their order or hats. I don't understand why they couldn't send a new mailing label so the other customer could forward my item to me.I left a few messages after waiting to talk to a rep on the phone, as well as a few emails. Both of which said I would receive a return call, etc when it was my turn, but that never happened. Emails were the same and I also tried to do a "chat" session, that I was disconnected from. At a later date, after all the initial calls, emails & chat, I tried to call a few times only to have the phone ring a few times & then disconnect.So now I don't have the item I ordered, as well as the fee for the express postage. I also called the person that received my order 2 or 3 times (long distance calls) and I later called the person that I received an order for (long distance again) and I chose to mail the order to that customer. That's all after a lot of frustration and poor customer relations.
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.
Regards,
[redacted]
Dear [redacted],The customer's credit card was refunded on May 4th at 4:02pm.We apologize for any inconvenience this may have caused the customer.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,The customer reached out to me from an unkown email address that did not specify his name or order number. After several emails back and forth (requesting the information needed) he provided the order number.The correct refund amount was $42.38. The customer was upset as he expected a refund in the amount of $44.71. An agent quoted the incorrect refund amount in their original response to the customer. We will honor that total and will send a second check in the amount of $2.33 for the difference he was quoted.The customer was updated with this information. Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
Revdex.com RESPONSE – [redacted] – Complaint ID [redacted]
ORDER ID [redacted] was ordered on 11/23. They received their order on 12/4. This shipped directly to their...
home.
In doing a search for all emails received by her email on file (there are two different email addresses) to our general inbox, I see the first email was sent on 12/8. We sent back instructions on how to return her product back to us on 12/18. She sent back confirmation she returned it on 12/25. Emails then were sent from a different email on 12/29. I have a response to her email on 12/31. She sent a follow up response again on 12/31. There was a 4th email sent on 1/4/16 demanding to speak with a manger.
The substance of those emails all have to do with the return of an active ankle brace. Because the ankle brace came into our distribution center without an assigned sales return order number, this item got put on shelves with our return to shipper packages. On 1/5 we located this package, created a sales return order for this product, refunded the customer for this brace and also gave updates on the other two orders this customer placed.
Customer paid $32 + tax for the ankle brace. We issued a refund for $33.60 ($32 + tax) for the returned product. I have attached the refund receipt for this return within the email including this response.
The total of her order was $123.89 but not all units on the order were returned. That is why we refunded for just the items returned and not the full amount.
ORDER ID [redacted] was ordered 11/23, shipped on 12/31 and received on 1/6. This order shipped to the school as store was set to do.
We require and preface all flash store orders that we require 3-4 weeks to produce and ship orders after the close date of their online store. This flash store, store ID 60095, closed on 12/2. This would give us until 12/31 to ship this order. This is not counting holidays our facility was shut down. There was a delay in receiving this order after shipment due to the New Year holiday and our shipping provider holding deliveries until the school this was delivering to let back in session.
ORDER ID [redacted] was ordered 11/30, shipped on 12/31 and received on 1/6. This order shipped to the school as store was set to do.
This order was part of the same flash store as order [redacted] above.
The 12/29 email from the customer did request for status updates on the two orders associate with flash store ID 60095. We gave updates the best we could on our 12/31 response. I have attached those emails to the email including this response.
I do see three attempts to call on 12/7, 12/8, and 1/4 if the calls were only made with the phone number on file with her orders. I do not see that she ever got connected with an associate. Most of our associates do both email and phones. If we see we are already in email communication with the customer then we try and keep that communication streamline and leave it to that single associate to manage any issue. I do not have access to my associates personal emails or phone call made outside of our call queue. If emails were exchanged and calls were made from their desk and did not fall under our public communication parameters then I will not have visibility of that communication.
As far as resolving her desired outcome/settlement, we have refunded for all items that have been returned to us.
If customer wants to return the remaining item off ORDER ID [redacted] then I can facilitate that and we will refund her in full for that item returned. That potential transaction would fulfill the $123.89 requested.
ORDER ID [redacted] and [redacted] did ship within the 3-4 week window that is prefaced on ALL flash store orders requiring production art to be added. It states those turn time expectation on the flash store site at time of order. It says on our return policy very clearly that we do not accept returns on customized items. I have put a link to the websites posted return policy in this response. https://closeout.lidsteamsports.com/sales/guest/form/ For those reasons we have not and are not refunding for these orders.