This order was placed on our closeout site on 8/11/14. We show that we shipped the order complete on 8/11/14 including all items.
sans-serif">The customer reached out to us stating they were missing one item. We placed a shortage order on 8/18. The customer reached out to us on 9/7 that they had not received the new shortage order. We let her know it should ship the next day.
The customer reached out to us again on 9/17 stating that she still had not received the new shortage order. At this time she requested a refund. Customer care reached out to accounting on 9/17 to process the refund.
We do not show any other records of communication with the customer. I followed up with accounting and there was additional information needed to process the refund and that communication was not passed from accounting to customer care. This has been resolved so the customer should see a refund in up to 30 days depending on their bank.
Thank you,
[redacted]
Senior Manager of Internal Operations
LIDS Team Sports
Office: 317-333-5640
Cell: 317-331-1933
[redacted]@lids.com
Dear Revdex.com,There was a ??discrepancy in inventory which resulted in a shipping delay. The order was delivered on 12/22/2014.The customer has been refunded for the inconvenience this may have caused.Sincerely,[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 Revdex.com,The customer's shipping cost ($12.99) was credited back the same day as the refund (on 3/02/2015).Again, we apologize for the inconvenience this has caused.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
I apologize for the delay in response to this inquiry. Lids Team Sports has been conducting our physical inventory from 1/29-2/6 and our systems were temporality shut down during that process. In order to accurately research this inquiry, our systems needed to be back up and running.
We...
shows this order was placed on 11/14 and injected into our production management system on 11/15. This order was charged $42.75.
We show our first contact from the customer via phone was made on 11/21/14. The customer asked to return the back. We issued a sales return confirmation and a prepaid return label to get the bag back to us.
In the email sent to the customer with these documents it is stated, as well as stated in our return policy, that once the original items have been received back and processed we will refund the card used for the order. They buyer is responsible for all return freight cost. Shipping charges are non-refundable. Shipping will only be refunded in instances where the return is a result of our error (see our full Return Policy on your Order Confirmation or go to www.lidsteamsports.com).
The return reason was that the bag she ordered and received was larger than what she expected.
On 12/15 we received a follow up inquiry. Based on tracking we showed that the product had arrived back to our facility but had yet to be processed. We asked our accounting team to process a refund as soon as the return has been processed by our returns department. The refund request was for the amount of $37.75.
In speaking with the associates mentioned in the claim as phone conversations between the 12/15 date and the time of the refund 1/14, they do not deny speaking with the customer but do not recall the details of the conversation. Per the claim the customer suggests that we explained that shipping charges do not get refunded but for the inconvenience we would do so.
Sales return number [redacted] was processed and posted on 1/13/15. The refund from this was processed on 1/14/15 for the amount of $37.40. Our order system automatically figures tax to refund. Since the order was placed in 2014 and then returned in 2015, there may have been a different tax level instated.
To resolve this matter I have refunded the customer’s credit card an additional $5.35 for a total refund of $42.75. This was processed today 2/10/15
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 spoke to a Customer care agent who is in charge and she made promises that have yet to be fulfilled. YOU LIED!!!! I was promissed a full refund with a little extra because you all cannot give any one thier money back in cash which is how I paid I have to wait for a check. then she said if any items have shipped to keep it and I supposedly got one item. check still has not been cut apparently it was just canceled yesterday. I was promised a $100 gift card I did not recieve. I placed this order 15 January in the store and they said the items were there both of them. what is this stupidity you are spouting now???? This is not resolved about to go to small claim court with them paying for my merchandise not recieved and my PTSD Flaring up.
Regards,
[redacted]
Dear [redacted],We apologize for the break down in communication between the agent and customer.The hat is no longer available in our inventory. The customer has been refunded.A prepaid shipping label has been sent via email if the customer wishes to return...
it.We apologize for any inconvenience this may caused.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We have contacted our vendor regarding this issue and requested his email address be removed.We apologize for any inconvenience this may have caused the customer.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We do apologize for the delayed response. We experienced system issues which caused a delay with shipping.The cusotmer has been refunded in full both orders on 12/15/2014.We apologize for any inconvenience this may have caused the...
customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
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 order was eventually received on 12/22/2014. The order was returned, however, a refund has yet to be issued. I will consider this issue resolved once a refund has been received.Regards,[redacted]
Dear Revdex.com;We apologize for any inconvenience this has caused the customer. The shipping cost was refunded on 1/3/2015.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],We researched her order and found that item #[redacted] size 7 3/8 was marked unavailable. The customer was not charged for that item.The customer was refunded in full for the other on 2/19/2015 two items that were delivered.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
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]
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 Revdex.com;There was a discrepancy in inventory which resulted with the incorrect hat being shipped. Unfortunately, we do not have the hat the customer originally ordered.The customer was updated with the results and a refund was issued.We apologize for any...
inconvenience this caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We do apologize for the aggravation this has caused the customer.The customer's email address has been added to our removal list and should not receive emails going forward.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],
The DSM (District Sales Manager) advised that he contacted this customer last week. The customer stated she was busy traveling and that she would call him back. He never heard back from the customer.
The DSM stated he will...
attempt to contact her again today.
Sincerely,
[redacted]
Customer Care Manager
LIDS Sports Group
Terrible company. I ordered a hat from the Lids company and three days later I was emailed being told that my item was no longer in stock, mind you once I had already ordered said item, and that my order was being cancelled. I called customer service to try and see what happened and was placed on a call back list and was never called back. Two hours later I finally called back myself and was answered immediately. The representative could hardly speak comprehensible English but from what I did understand she basically told me tough luck and sorry not trying to resolve the issue in any way.
Dear Revdex.com,We experienced system issues which resulted in a shipping delay.The customer disputed the charges with their financial institution on 12/12/2014. The order was refunded through our system on 12/29/2014 as well.We apologize for any inconvenience this has caused the...
customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted]
This customer was refunded in full ($29.40) on 10/21/2014.
We apologize for any inconvenience this may have caused the customer.
Sincerely,
'Arial','sans-serif
Customer Care Manager
LIDS Sports Group
This order was placed on our closeout site on 8/11/14. We show that we shipped the order complete on 8/11/14 including all items.
sans-serif">The customer reached out to us stating they were missing one item. We placed a shortage order on 8/18. The customer reached out to us on 9/7 that they had not received the new shortage order. We let her know it should ship the next day.
The customer reached out to us again on 9/17 stating that she still had not received the new shortage order. At this time she requested a refund. Customer care reached out to accounting on 9/17 to process the refund.
We do not show any other records of communication with the customer. I followed up with accounting and there was additional information needed to process the refund and that communication was not passed from accounting to customer care. This has been resolved so the customer should see a refund in up to 30 days depending on their bank.
Thank you,
[redacted]
Senior Manager of Internal Operations
LIDS Team Sports
Office: 317-333-5640
Cell: 317-331-1933
[redacted]@lids.com
7555 Woodland Dr. / Indianapolis / IN / 46278%3
Dear Revdex.com,There was a ??discrepancy in inventory which resulted in a shipping delay. The order was delivered on 12/22/2014.The customer has been refunded for the inconvenience this may have caused.Sincerely,[redacted]...
[redacted]Customer Care ManagerLIDS Sports Group
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 Revdex.com,The customer's shipping cost ($12.99) was credited back the same day as the refund (on 3/02/2015).Again, we apologize for the inconvenience this has caused.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
I apologize for the delay in response to this inquiry. Lids Team Sports has been conducting our physical inventory from 1/29-2/6 and our systems were temporality shut down during that process. In order to accurately research this inquiry, our systems needed to be back up and running.
We...
shows this order was placed on 11/14 and injected into our production management system on 11/15. This order was charged $42.75.
We show our first contact from the customer via phone was made on 11/21/14. The customer asked to return the back. We issued a sales return confirmation and a prepaid return label to get the bag back to us.
In the email sent to the customer with these documents it is stated, as well as stated in our return policy, that once the original items have been received back and processed we will refund the card used for the order. They buyer is responsible for all return freight cost. Shipping charges are non-refundable. Shipping will only be refunded in instances where the return is a result of our error (see our full Return Policy on your Order Confirmation or go to www.lidsteamsports.com).
The return reason was that the bag she ordered and received was larger than what she expected.
On 12/15 we received a follow up inquiry. Based on tracking we showed that the product had arrived back to our facility but had yet to be processed. We asked our accounting team to process a refund as soon as the return has been processed by our returns department. The refund request was for the amount of $37.75.
In speaking with the associates mentioned in the claim as phone conversations between the 12/15 date and the time of the refund 1/14, they do not deny speaking with the customer but do not recall the details of the conversation. Per the claim the customer suggests that we explained that shipping charges do not get refunded but for the inconvenience we would do so.
Sales return number [redacted] was processed and posted on 1/13/15. The refund from this was processed on 1/14/15 for the amount of $37.40. Our order system automatically figures tax to refund. Since the order was placed in 2014 and then returned in 2015, there may have been a different tax level instated.
To resolve this matter I have refunded the customer’s credit card an additional $5.35 for a total refund of $42.75. This was processed today 2/10/15
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 spoke to a Customer care agent who is in charge and she made promises that have yet to be fulfilled. YOU LIED!!!! I was promissed a full refund with a little extra because you all cannot give any one thier money back in cash which is how I paid I have to wait for a check. then she said if any items have shipped to keep it and I supposedly got one item. check still has not been cut apparently it was just canceled yesterday. I was promised a $100 gift card I did not recieve. I placed this order 15 January in the store and they said the items were there both of them. what is this stupidity you are spouting now???? This is not resolved about to go to small claim court with them paying for my merchandise not recieved and my PTSD Flaring up.
Regards,
[redacted]
Dear [redacted],We apologize for the break down in communication between the agent and customer.The hat is no longer available in our inventory. The customer has been refunded.A prepaid shipping label has been sent via email if the customer wishes to return...
it.We apologize for any inconvenience this may caused.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We have contacted our vendor regarding this issue and requested his email address be removed.We apologize for any inconvenience this may have caused the customer.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We do apologize for the delayed response. We experienced system issues which caused a delay with shipping.The cusotmer has been refunded in full both orders on 12/15/2014.We apologize for any inconvenience this may have caused the...
customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
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 order was eventually received on 12/22/2014. The order was returned, however, a refund has yet to be issued. I will consider this issue resolved once a refund has been received.Regards,[redacted]
Dear Revdex.com;We apologize for any inconvenience this has caused the customer. The shipping cost was refunded on 1/3/2015.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],We researched her order and found that item #[redacted] size 7 3/8 was marked unavailable. The customer was not charged for that item.The customer was refunded in full for the other on 2/19/2015 two items that were delivered.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
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]
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 Revdex.com;There was a discrepancy in inventory which resulted with the incorrect hat being shipped. Unfortunately, we do not have the hat the customer originally ordered.The customer was updated with the results and a refund was issued.We apologize for any...
inconvenience this caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We do apologize for the aggravation this has caused the customer.The customer's email address has been added to our removal list and should not receive emails going forward.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],
The DSM (District Sales Manager) advised that he contacted this customer last week. The customer stated she was busy traveling and that she would call him back. He never heard back from the customer.
The DSM stated he will...
attempt to contact her again today.
Sincerely,
[redacted]
Customer Care Manager
LIDS Sports Group
Terrible company. I ordered a hat from the Lids company and three days later I was emailed being told that my item was no longer in stock, mind you once I had already ordered said item, and that my order was being cancelled. I called customer service to try and see what happened and was placed on a call back list and was never called back. Two hours later I finally called back myself and was answered immediately. The representative could hardly speak comprehensible English but from what I did understand she basically told me tough luck and sorry not trying to resolve the issue in any way.
Dear Revdex.com,We experienced system issues which resulted in a shipping delay.The customer disputed the charges with their financial institution on 12/12/2014. The order was refunded through our system on 12/29/2014 as well.We apologize for any inconvenience this has caused the...
customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted]
This customer was refunded in full ($29.40) on 10/21/2014.
We apologize for any inconvenience this may have caused the customer.
Sincerely,
'Arial','sans-serif
Customer Care Manager
LIDS Sports Group