Spartan Race

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The map you are sending does not correspond with the venue or address originally listed for [redacted] According to the original link which does not work now of course, it takes you to the exit before where the event location ending up beingThe two exits are miles apartI see the pattern in responses from everyone I have spoke with and seems to be scriptedClearly the company does not want to take responsibility in their mistakes, and leaves you to deal with an awful team of customer service repsRegards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Copy and pasted the address provided into google maps and it takes you to an open area near a casinoYou may not have received written complaints, but your customer service at the event was crowded with racers with this issueI simply don't want to have to pay additional fees to transfer a race which ends up totaling almost the same as paying for the race from scratchRegards, [redacted]

[redacted] , I apologize for any confusion this may have caused, however, our system was working correctly during registrationIt appears that there may have been some miscommunication on your end, when registering with your husbandOn 11/at 10:am, you purchased two registrations (one for you and one for [redacted] ) and used the email address: [redacted] @ [redacted] The confirmation email was sent to this address (it looks like that may be [redacted] ?) at 10:when you completed that registrationOn 11/at 12:00pm, you purchased another two registrations (again, one for you and one for [redacted] ) but used a different email address: [redacted] @ [redacted] Confirmation was sent to this address (I'm assuming that's yours) at 12pm, when you completed those registrationsMy guess is that you didn't realize that you had purchased the registrations initially using [redacted] 's email address, so you didn't check there for the email confirmationHowever, in both cases, an email confirmation was sentSpartan Race does have a strict no-refund policy, which was why you were provided the option to transfer your registration, insteadUnder any circumstances, we would not have refunded these charges, as they were done over an hour apart, on two separate email addressesFrom our perspective, I'm sure you can understand how these are perceived as two legitimate sets of chargesWe have many racers that purchase multiple registrations, so this would not raise any red flagsThat said, as a courtesy, in acknowledgement of your husband's service, I have refunded one set of charges ($223.38) Your other set of registrations (which it appears you have begun the transfer process with), will remain activeThank you,

Hello, I'm sorry to hear you have not received your check yet, however, I have verified that it has been mailed (it was processed and completed 11/and mailed within business hours after, putting the actually post office receiving date at 11/)While we generally see mailed items received within 5-days, we have no control over the [redacted] scheduleIt may be business days (after 11/09) before your check is received Thank you,

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowIt has been twelve days since Spartan says that they sent my checkI have not received anythingThis is terrible customer service! Regards, [redacted]

[redacted] , Per our ongoing communication via our Customer Service email, we have offered the $credit in the form of a refund to the card that you used for the purchase, as we are not able to provide the original travel benefitsSince you did not alert us that this card was no longer valid until after the refund was processed through, we will need to verify it has been rejectedOnce we are able to do so, we have offered several alternative options to receive that $credit (a paper check, race or spectator credits, etc.) Thank you,

Hello, As mentioned in the previous correspondence, this issue originates from We very clearly publish and advertise the time limits on all of our deferral options, including directly on the page where you began the deferral processUnfortunately, we are not able to accommodate your request, such an extended time afterOur Customer Service team has provided a reasonable exception for you - offering a 50% off coupon to a future race of your choosing, as you are no longer eligible to defer your previous raceAt this time, it appears you have refused this offerIf you would like to utilize the 50% off offer, please don't hesitate to reach out to us and we will be happy to set it up for youOtherwise, no additional accommodation will be made at this time

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I would like to respond to the Spartan business that they need to work better on communicating with customersSeveral attempts by me to them through various means of contact were attempted with no responseIt wasn't a day dealWhen I placed the order the product was not on backorderFailure to have an accurate inventory of stock is not good business practiceIf I would have know it was on backorder I would not have ordered itI understand that by choosing to accept the business response that my complaint will be closed as resolved, however any further delay in my order or lack of communication will result in yet another complaint through the Revdex.com as I have not received my product or compensation Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted]

***, It appears that your contacted our company three times via live chat and were provided the information multiple times, that the morning time slots were sold out.On April 8th, you contacted the Customer Service team who advised you that the morning time slots (where your team was) were full and you would not be able to race at that timeAt this time, you were also advised that the only open slots where 4:45pm or laterAt this time, you were also advised that we do not do customer service via phone and that if you would like to speak with a manager, they would be happy to email you within hours.On April 11th, you contacted the Customer Service team with the same question - wanted to race with your team in the morningAt that time, you were also advised that the morning heats were sold out and we would be unable to move you to them (it seems you registered for the late afternoon time, April 11th between those two conversations)Again, on April 16th (The day of the race), you contacted the Customer Service Team Live Chat and expressed your frustration and requested a refundAt which point, the customer service team let you know that we do not provide refunds (as stated in our FAQ and during registration), but that we did have a deferral process that you may use to transfer your unused entry to a future event (applicable fees apply, as described in the FAQ that was provided to you)In addition, after the April 8th Chat and the April 16th chat, your concerns were addressed via email by two of the customer service managers, who both provided the same information to youNo refund will be provided, as you were advised, prior to registering, that there was no space available in the morning heats and we would not be able to move you into the morning time slotsIf you chose to register for the afternoon, regardless, that is your choiceYou would be subject to the same rules as all of our other racers: You have the ability to defer the unused entry if you did not race (applicable fees, as outlined in the FAQ)If it is critical that you race with your team group, we suggest always registering well in advance, as morning heats - particularly at popular events like [redacted] - do sell out quicklyWhen an individual is trying to register a week prior to the event, there is generally very little we can do to adjust start timesFor the safety of all of our racers, we have maximum capacities for each start time - indicated by the Sold Out status of the heats

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Spartan claims to have sent my refund check on 11/6/As of 11/24/15, I have yet to receive said checkI am aware of how the [redacted] works and the speed at which they usually operation, thank youSoWhere is my refund check? Regards, [redacted]

Hi [redacted] , Thank you for getting in touchHowever, at this point it does not appear we have successfully received any email communications from this email address, or the other email address we have on file for you ( [redacted] )That would be why you have never received a response from us - if you have unsubscribed from any of our emails at any point, or marked them as spam, this can cause support emails to not go throughIf you ever encounter the situation where you are not getting a response from Customer Service within hours, please don't hesitate to contact us by our more immediate channels - [redacted] private message, or [redacted] from anywhere on our websiteRegarding your original issue, it seems that there must've been some confusion or missing information hereRegarding the event that was cancelled, we offered the option of a full refund, or a free transfer, to all racers several times, following the eventThese offers were sent via email, so possibly, given the trouble with the email, you did not receive them?I have processed a full refund for this event for you, which should be credited to the card you used for that registration in the next 1-business daysWe would never penalize our racers for a cancellation that we madeWe'll hope to see you at an event in the future, [redacted] Global Director of Customer Service

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] .It was never noted that the extended refund would take additional processing time, and I do feel that it is incorrect of the business to assert that this is in fact trueI refer to the email correspondence with the business that was attached directly to the complaint and constitutes my full interaction with themProvided that the check is received in a timely fashion (less than days elapse from the given date of 11/06), I will consider my complaint satisfied Regards, [redacted] ***

Hello, Our Insurance/Legal team has reached out to this customer directly, and is currently in the process of resolving his claimsThank you,

Hello, I apologize if you felt that any of our staff interactions were rude or unprofessionalIn reviewing those communications, it does not appear that they were intended that way, but text-based communications are always subject to individual interpretationOur team was not misleading you about the availability of the start times you indicatedThe Morning start times that you were looking for have been sold out for several weeks prior to your contact with usUnfortunately, just because you may know of a person that has dropped out of it, does not necessarily mean that that spot is still available, as our registration is "live" and that spot could be taken by any visitor to our siteThe suggestion to restart your browser was a valid oneDue to the complex nature of our website (and the way it uses cookies to identify our customers), customers sometime have trouble seeing the most current information, due to what is saved in their browser cacheOften, a browser reset can correct this for the customer, allowing them to see the most current informationRegardless, we have included this notice on our website, directly below the pricing tables, to address this:Notice: Despite our best efforts, please note that our website may contain typographical errors or inaccuracies and may not always be complete or currentSpartan reserves the right to correct any errors, inaccuracies or omissions at any time (including pricing), without noticePlease check with the registration provider to get the presently applicable pricing and local currency conversion rates.While we can appreciate how frustrating it must be to not be able to race in the exact start time that you want, our races do often sell out weeks in advanceAttempting to register 8-days prior to an event does not allow for a wide choice of start times, as you have experiencedYou knowingly purchased a spot in our afternoon start times (11:15-6pm), days prior to the eventDuring that registration, you selected a "preferred" start time of 3:15-6pmAs such, we provided exactly what you purchased - a start time of 5:to the event, after advising several times that we would not be able to move you into the morningYou chose not to attend the event, so you are now subject to the deferral rules and fees that all racers are, if you would like defer your unused entry to a future eventNo further compensation will be provided

I am sorry to hear you were injured and unable to attend our eventAs our customer service team noted, we do not offer refunds in the event that you can not attend, which is publicized (and agreed to in our Terms & Conditions) during the registration process, as well as in our FAQsDue to the more extreme nature of our athletes and their training methods, unfortunately injuries prior to events, are common and not something we can refund forThat said, in order to accommodate our customers, so that all registration monies are not forfeited, we do provide the option to transfer to a future event of your choosing (or even to another person)A Customer has days after the event to initiate this transfer and a full days after that to utilize the resulting "deferment code" to register for a new event (or pass on to another person to use)This transfer option is certainly optional and all costs and processes are delineated in the FAQ that was sent to you after your initial email ( [redacted] )However, we find that many of our racers who have sustained an unexpected injury (or conflict of dates, etc.) would prefer to utilize our transfer option, than just forfeit the registration entirelyWe do charge for this, as there are administrative logistics that must be undertaken behind the scenes to move a racer that is expected at one event, to a new eventAs the CS Team noted, we do not have a Customer Service phone lineWe do offer email and Live Chat support, for any more urgent concerns that our customers may have.Thank you,

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Again, could you please direct me to where on your website does it state "we are not able to make any changes to registrations after Wednesday prior to the event, due to operational considerations?" Again, if we would have know this, we could have made other arrangementsAlso, where on your website does it state that "some last minute adjustments" may be made on race day? Had either of these pieces of information been available on your website, we would have been able to make other arrangements We are also wondering why there is NOTHING that you are willing to do for a very unhappy customerMy company sponsored a number of teams over the past few years and we were looking to increase that number this yearWhy are you not willing to do any customer service? Why are you not willing to update your website with the clarifications that have come to light as a result of our complaintWhy are you not willing to show any customer appreciation? Regards, [redacted]

Good Afternoon, Unfortunately I am showing you did sign up for the event two different times which is why they were charged two times. While we do have a strict no refund policy based on the circumstances I am seeing we were able to respond to your email and provided a refund to you yesterday.... As we had 2 events occur over the weekend the focus was on those events, and did cause a delay in being able to respond to you in a timely fashion. I do sincerely apologize for that delay but am hopeful everything is now resolved for you. Thanks,

Hi ***, Spartan has a clearly published deferral policy, that is available to our customers at any time, via multiple points on our website, via Customer Service, etc.: [redacted] This is the full written policy, including the $deferral fee as well as the amount of credit you will receive when deferring from an eventIn fairness to all of our Spartans, we can not make an exception to this published policyWe view our Transfer/deferral policy as a fair alternative to losing your already-spent registration costs, if you are unable to attend the eventI apologize if this is not the light you see it in, however, there will be no exceptions made at this timeThank you,

Hi [redacted] , I apologize for the delayed response, we have received an higher than normal volume regarding our merchandise emails, due to some recent promotions. Our delayed response is in no way an attempt to make you miss the 45 day return window. We do have the dates of your communications on... file with us and always factor that in to our responses. I do see emails from you under this email address ( [redacted] ), regarding your original issue, which will be responded to in the next 24 hours. However, I do not see any of the additional communication you mention from 11/13 or 11/16. Were you using the same email address for this communication?Regardless, there will be no problem exchanging your items. We appreciate your patience as we respond to your email shortly. Thank you,