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Wisconsin

BBB Accredited Business since

Eastbay

Phone: (800) 826-2205 Fax: (800) 628-6302 PO Box 8066, Wausau, WI 54402 http://www.eastbay.com View Additional Web Addresses

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Description

This company offers the sale of athletic footwear, apparel, equipment and pro-level products through online website and catalog. Parent company is Foot Locker, Inc.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Eastbay meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Eastbay include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 112 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

112 complaints closed with BBB in last 3 years | 39 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 18
Billing/Collection Issues 9
Delivery Issues 32
Guarantee/Warranty Issues 0
Problems with Product/Service 53
Total Closed Complaints 112

Additional Complaint Information

The number and type of complaints are not unusual for a company in this industry.

Customer Reviews Summary Read customer reviews

34 Customer Reviews on Eastbay
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 31
Total Customer Reviews 34

Additional Information

top
BBB file opened: September 01, 1987 Business started: 01/01/1980 in WI Business started locally: 01/01/1980 Business incorporated: 11/02/1982 in WI
Type of Entity

Corporation

Business Management
Mr. Dowe S. Tillema, President Ms. Lindsey Banville, Supervisor Mr. Jimmy Chung, eCommerce Strategies Team
Contact Information
Customer Contact: Ms. Lindsey Banville, Supervisor
Principal: Mr. Dowe S. Tillema, President
Business Category

Sportswear - Retail Internet Shopping Sportswear - Wholesale & Manufacturers Sports Memorabilia Mail Order & Catalog Shopping Shoes - Retail Sporting Goods - Retail All Other Miscellaneous Store Retailers (except Tobacco Stores) (NAICS: 453998)

Service Area
Ships worldwide.
Alternate Business Names
East Bay Eastbay, Inc.
Additional Information

Eastbay was acquired by the FootLocker, Inc., formerly the Woolworth Corporation, in 1997.


Additional Locations

  • PO Box 8066

    Wausau, WI 54402

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

12/22/2014 Problems with Product/Service
12/2/2014 Delivery Issues
12/1/2014 Advertising/Sales Issues
11/30/2014 Advertising/Sales Issues
11/16/2014 Delivery Issues
11/11/2014 Problems with Product/Service
11/4/2014 Billing/Collection Issues
11/4/2014 Billing/Collection Issues
10/10/2014 Delivery Issues
8/26/2014 Problems with Product/Service | Complaint Details Unavailable
8/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: During the 2014 World Cup, Eastbay conducted a social media contest on instagram. They would post a picture of a pair of cleats and the games that were being held the day the picture was posted. People were then supposed to comment a said amount of players wearing the cleats pictured and then once all the games had ended that day, the company went through everyone that commented and chose a winner for the cleats pictured. This occurred several times throughout the tournament. I was notified I won a pair of Nike Magista Obras on July 2, 2014. I then submitted the information asked for which was my full name, shipping address, and preferred size of the cleats. All winners were to reply by July 9, 2014 or their prize would be forfeited to someone else since. I was then told that the cleats were to be shipped out during the week of July 14, 2014. It is now August 6, 2014 and the cleats have yet to arrive and I have not heard from the company about them even being shipped.

Desired Settlement: I wish that these cleats be delivered. You cannot run a contest and then not follow through and not deliver the prizes to the winning contestants.

Business Response:

August 6, 2014

****** ******** ****** ***** ******* **********

***** * ***** ***** *** ***** *** **** ***** ** *****

RE: Case #******** – **** ****** ************

Dear *******:

            I received your correspondence and reviewed the information in Mr. ************’s account.  I have confirmed with our social media team that the prizes from this contest have not yet been shipped to the winners because we are waiting for inventory to arrive.  July 14th was the date that winners were to be selected by, but not the date that prizes would be shipped. 

All winners of this contest will be notified when their products are shipped out, which will be in the month of August.  I thank Mr. ************ for his patience, as we do want to get him a brand new pair in his proper size so they are usable.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Eastbay

8/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: July 6, 2014 I purchased a pair of "New Balance" shoes (mens size) on July 6, 2014 online using my cre card for the first time. The cost of the shoes were $59 with $10off promo code. So I paid $49 plus $7.99 shipping/handling. I called 7/13, and "I believe" 7/18 or 7/19 morning time, and then again today, 7/26. I went to my local post office with my tracking info, and they said it has not been recvd in their bldg and it also shows "pending". I called USPS and UPS and both have "no delivery information" as it is still pending. When I called Eastbay today at 9:50am EST, July 26, I spoke to **** in Cust Srvc who was not sure what to say & told me to hold while he talks to a suprvsr. He comes back only to tell me that my "package had been lost". He couldn't figure out why before telling me that. He then tells me to wait 24hrs for a their Claims Dept to call, and then ANOTHER 5-6days (which he did "not" specify as to why). I questioned why they had my item shipped somewhere else in the 1st place. He responded by stating that they ship to UPS, who then ships to the US Postal Service. Where it goes from there, **** did not disclose, as I do not know if they send it to my home or keep it at the post office (after asking him abt why the shipping issue). I am very upset and fear that they are giving me the run around, whereas I will not receive my money and/or my merchandise. I was to receive this per the female I spoke to on 7/18 or 7/19 (morning time) within 10 to 12 biz days, however, I briefly saw something on their site stating 5-6 business days. Today, July 26th is now 20days since my order. As a consumer, I thought they were sending this to my home, as it asks for my shipping address. Never received. Not to mention, I ordered from (2) other online stores about a week "after" my ordering from Eastbay, and have received the other (2) stores merchandise in time for my child to go to school. **** ( rep at Eastbay ) was nice, but didn't seem to concerned about my asking him to notate. Need Help

Desired Settlement: I would like to have my child's shoes sent to my home no later than Mon (July 28, 2014). If this is not done, then I would like for them to refund me my $57.98 that I paid to them for the merchandise, alongside of removal from any possible future mailings and/or emailings. Thank you.

Business Response:

July 30, 2014

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ***** ** *****

RE: Case #******** – ******** *******

Dear *******:

I received your correspondence and reviewed the information in Ms. *******’s account.  I am very sorry for the problems she encountered with her recent Eastbay order.

 

I first would like to clarify the information provided by our staff in regards to the shipping of Ms. *******’s order.  Standard (non-rush delivery) packages take 5-6 business days to arrive after shipping.  They are picked up at our warehouse by UPS and shipped to the customer’s local post office; at that point, The United States Postal Service takes possession of the package and makes the final delivery to the customer’s desired shipping address.  I apologize if this process was not made clear to Ms. ******* when she called in regarding her package.

 

Ms. *******’s account currently shows a refund for $49.99 entered on 7/28/14 for her package that was lost in transit.  Her bank should fully process this credit within 3-5 business days.

 

Again, I sincerely apologize for any inconvenience this situation may have caused.  To thank Ms. ******* for her patience, we are happy to offer her a free 2-business day shipping upgrade on her next phone order (reference customer #********) with shipping and delivery completed by UPS.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

*

8/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My son ******* ****** order football cleats and gloves on 7/20/14 for $133.64. My credit card was charged $133.64 but never received the product. I have email their customer service department on 7/27/14 and they inform me that it was delivered and they will have delivery investigation department open a request to track the package. The assigned number is ****** and they suppose to call me. I email customer service department again on 7/29/14 that I still have not received call from the delivery investigation department and they said give them until the end of the day 7/30/14. I email them again on 7/31/14 informing them I want a refund and they inform me they can not give me a refund but the delivery investigation department is busy and they will forward my email to the department. Still have not heard anything from them as of today 8/1/14.

Desired Settlement: I want a refund on my credit card $133.64

Business Response:

August 1, 2014

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ***** ** *****

RE: Case #******** – ******* **********

Dear *******:

            I received your correspondence and reviewed the information in Ms. **********’s complaint.  To compensate her for the lost package, I have issued a refund of $133.64 back to the credit card used on this order.  The normal processing time for most customers’ banks is 3-5 business days.   

I sincerely apologize for all of the inconvenience Ms. ********** and her son experienced with their recent order and thank them for their patience as we resolved the situation.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

8/5/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: on 07/22/2014 i placed an order from eastbay .On 7/30/14 what i recivied was a partial oder, which consisited of a hat and tee-shirt, but not the foot wear ialso odered with the othe items, I immediately called eastbay and inf formed them that i have a partial oder and where was my foot wear,I spoke to a customer nrep who informed me that that item in my size they no longer carried, i then said your CO. has my email how come you could not in form me of this proir to shipping the othe items , no response,This customer rep then in formed me that they do have a size larger and would i like them , i said yes, The rep placed the order which was on 7/30/14.She then gave me a order number and said because of the nishap they will send it 1 day air and i should recivie my foot wear 0n 8/01/14 friday. well i did not recive the foot wear so i went to my online account to find out they never shipped the foot wear so i called east bay to ask what happen,That's when another Rep told me the foot wear i wanted would not be avilable for two weeks. i then said you have my email you should have informed me .had i not looked online i would have never known this. Asked to speak to a superviser was told to call back in an hour that their busy.I explined to the rep that i have an email form eastbay saying that i would recivie my footwear on fri 8/1/14 and it's a breach in contract because i was garunteed the delivery that they did not honor twice with no regard of the customer's right to know and make an alterunative choice.

Desired Settlement: I feel i deserve some form of compensation for their beach in contract not once but twice.as the foot wear is an essential part of what i do whic know has to be put on hold. and cost me money daily. And they i feel where deceptive in their repensentation of the facts surrounding the avilabilty of their products. As e3astbay is no small Business.

Consumer Response: On Tue, Aug 5, 2014 at 11:15 AM, ******************** wrote:

I'd like to thank you for your speedy and efficient act, Eastbay has corrected the situation and no further action on your part is needed. Again I say than you.

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On the day of the release I purchased a pair Black Jordan Futures and paid in total 157.99 for the shoes. This being my first purchase on EastBay website but close to the hundredth time I bought a pair of sneakers off of any online retailer. Out of about 10 shoe retailers I've been a customer to EASTBAY is by far the worst in terms of customer service - the fact that my shoe was defective is ok and is not necessarily your fault but the way the customer service handled my situation was HORRIBLE. The grievances caused by Eastbay reps include blatantly lying to me, persistently avoiding to answer questions, and even playing dumb. It all started with a LIVE conversation I had with *** ** which I hope you have on record where I informed him of the defective/bad quality shoes I was sent and received on the same exact day I contacted him. From there you can see where he tells me about contacting the supervisor and even says he will contact me the same night or tomorrow. I can conclude that Tim lied to me or the supervisor is not doing his job. Today I was able to get in touch with customer service again and witness one of the worst displays of customer service I have seen in a while! Here is the chat log: Eastbay Customer Care Chat History ****** *. has entered the session. ******: Manager still hasn't recontacted me regarding my order! ****** *.: Thank you for contacting Eastbay Customer Care! How may I help you? ******: Manager still hasn't recontacted me regarding my order! ****** *.: One moment please... ******: Did he even contact the manager about my problem or did he just lie to me? ****** *.: One moment please while I locate that information. ****** *.: Can you explain what is wrong with the shoe? ****** *.: Thank you for contacting us. I have enjoyed assisting you! ******: what? ****** *.: Can you explain what was wrong with the shoe? ******: I already did before, what do you people do with this information ****** *.: We would need to know the exact problem with the shoe. You can email that to us and we can transfer that email to the supervisor. ******: I ALREADY DID BEFORE ****** *.: If you would like to send the item back to us for a full refund you can do that also. ******: WHY HASNT THE SUPERVISOR EMAILED ME BACK YET ****** *.: Unfortunately, we would need to know more details of what is wrong with the shoe. Looking back at the 1 chat session prior it only states "Horrible Quality". ****** *.: When you email us back with the details we will forward that onto to the supervisor for further assistance. ******: So the guy I was talking to basically lied to me in telling me that the supervisor would answer me back, if I didnt recontact you with this you would have gotten away with it right? ****** *.: Unfortunately, we would need to know what is wrong with the shoe in more details and a supervisor or will get back to you. ****** *.: The supervisor will receive the email and get back to you with a solution. ******: So you persist on not answering my question? ******: Is ****** * your real name? ******: Can you please provide me with the name of the person I contacted on my previous live chat? **** *. has entered the session. ******: Is this the supervisor or the man from the previous chat? **** *.: Hello, Unfortunately, there are no supervisors affable today to assist you. However, I am a Team Lead and how may I help you? ******: This is horrible, can I have the name of the customer service respondent that I talked to about a week ago **** *.: His name was ***. ******: and his last name inital ******: initial **** *.: *** ** ******: Thank you, I will be filing a complaint with the BBB against this business. Have a good day I can't even describe how frustrated I was throughout the entire conversation. It should be clear from the chat log above. About the product itself. Once I received the shoe I was extremely disappointed and I took pictures of the shoe on arrival. The packaging itself was bad and you can see the jordan logo from an uncovered crack in the box, making it an easy target to steal or get damaged but that is not really my concern. When I open the package and get the shoe box itself I realize the box had been previously tampered with and was already opened before, rather harshly, but if the shoe was ok I wouldn't have cared. The shoe was covered in a slimy sticky film all over the sole and carbon fiber, there were bruises all over the white mid sole, the front of the shoe had what appeared to be sticky shaving of the sole itself on it that can't be removed for some reason like it messed up in the factory. I have pictures of the entire shoe and you could see the marks on it. If my information is not sufficient enough give me an email address where I can attach these images. I DO NOT WANT TO RETURN THE ITEM BECAUSE IT IS NOT IN STOCK ANYMORE AND WAS SOLD OUT, I WANT THIS ITEM AND I WANT TO KEEP IT AND IM OK WITH LIVING WITH ALL THE DEFECTS ON IT BUT NOT IN ANY WORLD WILL I BE WILLING TO PAY 157.99 FOR IT, NEVER!

Desired Settlement: Partial refund of at least 50% but if you would like to add more that would be great. Somebody should be reprimanded followed up by an apology.

Business Response:

July 10, 2014

Better Business Bureau

***** ******* ********** ***** * ***** ***** *** ***** *** **** ***** **  ***** *** **** ********* * ****** ******

Dear *******:

I have received your correspondence and reviewed the information in Mr. ******’s account.  I sincerely apologize for all of his inconvenience and frustration related to his recent purchase and interactions with our customer service staff.

I viewed the chat logs from both of Mr. ******’s contacts with our eCustomer Care team and I am very sorry that he did not receive a follow-up contact from a supervisor as he requested.  I have brought these logs to the attention of the eCustomer Care supervisor so they can be addressed promptly and appropriately.  Unfortunately I cannot provide Mr. ****** with details of how this matter is addressed, but I can assure him that we take customer satisfaction very seriously and this type of feedback helps us to provide the best service possible.

In regards to the defective product that Mr. ****** received, we would be happy to refund his full purchase price upon receipt of the returned item.  I do understand that he does not wish to return the item as it is no longer in stock to be exchanged, but we do not offer compensation or partial refunds for defective items.  We cover the full cost of shipping to return the item back to our warehouse and issue a prompt refund or exchange upon inspection of the item.  If he would like to be refunded or place an exchange order for an alternate item, there is a prepaid return label attached to his original invoice.  (If he no longer has his original invoice, he is welcome to contact us for a copy of his invoice and a new return label.)  In addition, we would be happy to upgrade shipping on the new order to Next Business Day (a $24.99 value) at no charge.

            Again, I am very sorry that we did not meet Mr. ******’s expectations related to his recent order and I thank him for bringing the matter to our attention so it can be addressed with our staff.

Thank you for your time.

Sincerely,

*******

******** ******* **********

*******

Business Response:

July 23, 2014

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** *** **** ***** **  *****

RE: Case #******** – ****** ******

Dear *******:

            I thank Mr. ****** for his most recent response.  As previously stated, we do not offer partial refunds as compensation for defective items; to clarify, this would also extend to an item that the customer does not feel was in store-bought or new condition.

            The item that Mr. ****** listed as an acceptable substitute (product #********) is currently available in size 11.5 and I would be happy to send him this item as a replacement.  The new item is priced $50 higher than the item he originally ordered, but due to his inconvenience, we will consider it an even exchange, along with the Next Business Day shipping upgrade ($24.99 value).

   

 

                I have requested a prepaid UPS Return Label to be e-mailed to Mr. ****** within the next 24-48 hours.  He can print this label off and take the return to any UPS facility for shipping back to our warehouse at no charge to him.  Normally we would need to receive the original item back before a replacement could be sent out at no-charge, but once I see a scan on the return label indicating the package is on its way back to us, I will place a no-charge replacement order for Mr. ****** with upgraded shipping.  When the order has been placed, I will make sure Mr. ****** receives an e-mail with all order details.  If he has any other questions or concerns, he is welcome to contact me at ********************* and I will respond promptly.

Thank you for your time.

Sincerely,

*******

******** ******* **********

*******

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Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

****** ******

 

 

 

8/3/2014 Problems with Product/Service | Complaint Details Unavailable
7/11/2014 Billing/Collection Issues | Complaint Details Unavailable
7/2/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 13th, 2014 (06/13/2014), I made an order with Eastbay for the purchase of two pairs of football gloves, one large and one small. The email confirmation has been copy pasted at the end of this email. The next day, the tracker via UPS indicated issues may be present with the package. At this time I contacted EastBay via their customer service email from their website and never received a response. At no point in time, by any form of communication, prior to shipment and payment confirmation, was I informed of a product no longer being available. I know at the time of purchase, the product was in stock. I know this because I previously attempted to buy a item which was on backorder, and it would not allow me to checkout. Therefore, I was under the assumption that I was purchasing and going to receive the products I ordered, which is extremely important due to shipping costs. Today, June 17th, I received my package that contained only 1 pair of football gloves, with an invoice that I had been charged for both pairs of gloves. At approximately 8:15 am this morning, I contacted customer service by live chat and the following conversation took place: ***** *. has entered the session. ****: Hello, I ordered two pairs of football gloves last week, and it was confirmed in my email confirmation. However, I received my package today and I was only sent 1 pair of gloves. I was wondering if you could tell me when I can expect to receive the other pair as I was only given one tracking number? ***** *.: Thank you for contacting Eastbay Customer Care! ***** *.: Can I please have your customer number and order number? ****: sure thing ****: Customer Number: ******** Order Acknowledgement Number: ******** ***** *.: The size large of product number ******** is the item that shipped. The other item , the size small was cancelled from the order as the item was sold out and is no longer being stocked. ***** *.: Therefore, your charge card ending in **** was refunding yesterday in the amount of $25.00. ***** *.: Please allow 5-7 business days for the reflection of the refund back to your charge card account. ****: Would be possible instead to have a different size glove or of another color? The reason I bought two pairs of gloves was to avoid having to pay for shipping twice, and I needed to have the gloves by tomorrow ***** *.: Unfortunately, not. ***** *. has exited the session. You are no longer connected with Customer Service. I was immediately cut off from the conversation. ***** * terminated the session before I could even begin to type a follow up question. The issue of the pair of gloves I ordered not being available overall is not the problem. The problems are as follows: at no point was it confirmed they had the product, at no point was I informed they did not have the product, I was charged the full amount for the product I was led to believe I ordered and was further led to believe I was receiving two pairs of gloves, the customer service was absolutely abysmal and some of the worst I have ever seen, and I was only offered a refund of $25.00 and given no other options. The two pairs of gloves I was charged for came to a total of $76.48, so $25.00 is not even the full amount of the gloves I ordered, which again were never shipped in the first place, so their cant be some restocking fee or anything for a product that was not provided and a product that was made to be believed was available.

Desired Settlement: I would like to have the same pair of gloves, either in a different size or of different color that is in stock, to be delivered to me free of shipping. The shipping fee to Australia is expensive, which is the reason I purchased two pairs of gloves, both of which are needed for tomorrow and now, at best, I will not have them for weeks. I will either select a slightly larger glove of the same color ordered, or select a different color of the same glove. I should not have to pay additional shipping fees or purchase fees because if I was properly informed during checkout or before shipping, this entire issue could have been avoided as I would have purchased a different pair of gloves.

Business Response:

June 26, 2014

Better Business Bureau

Attn: ******* ********** ***** ** ********** ******

********** ** *****

RE: Case #******** – **** ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s account.  I sincerely apologize for the inconvenience and poor customer service he experienced after placing his most recent order.

The item referenced in his complaint (Adidas CrazyQuick Receiver Gloves in size Small) was cancelled from his order due to being no longer available. Unfortunately we weren’t aware of this issue until after the order was picked and prepared for shipment, because our inventory showed the item was available at the time Mr. ****** placed the order.  The item wasn’t on backorder but it appears it was likely low in stock.  Normally our system generates an automatic e-mail notification to the customer when an item is cancelled from an order, and I am very sorry that we did not notify Mr. ****** of this issue promptly as is our normal procedure.

We do only charge for items that are shipped from our warehouse, so when the in-stock item was mailed out, the pending authorization of $116.47 was dropped and Mr. ******’s card was charged $78.23 ($38.24 for the item he received plus $39.99 for shipping/handling/customs fees.)  After he contacted us regarding the unshipped item, we refunded $25.00 of his shipping back as a courtesy due to the missing item.  He was not refunded for the unavailable item because he hadn’t been previously charged for it.

We would be more than happy to place an exchange order for Mr. ****** with no shipping charges per his request.  I have documented all information in his account and any of our associates can place that order for him.  I thank him for his patience regarding this issue and I appreciate him giving us the opportunity to correct our mistakes. 

Thank you for your time.

Sincerely,

*******

******** ******* **********

*******

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I greatly appreciate the response and the clarification from *******, the Customer Service Supervisor. I was unaware of being charged for only 1 set of gloves as my credit card had a preliminary deduction of the full price, as did the receipt that came with product, suggesting I was charged in full but received half the product. Again I appreciate the help and the response from ******* and I am glad that this matter could be solved. I apologize if I came off rude, however I was quite frustrated with the entire situation and felt that there was no communication of the issue. I accept the offer that was mentioned of an exchange order for a pair of gloves with no shipping charges, and I look forward to continuing to do business with Eastbay.

Sincerely,

 

**** ******

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Eastbay offers an online service selling all the latest athletic apparel, all ages and genders. The issue is that every time there is a new release for a product, whether you log into your account or use the site as a guest, the Eastbay site shuts down and denies access to prospective buyers. The secondary issue with this service, is that not only can I not get back into the site to make my intended purchase, but I cannot connect to the site at all to shop for other products. This happens every time there is a new product launch. Major new product launches are aimed for Saturday mornings when they know traffic will be high. However, their technical IT staff locking down the site and or not allowing customers (even customers who login before new product launches on the scheduled days) the ability to order new/current products is a consistent problem with their service. What's even worse about their service, when you go back to their site afterwards, the products are advertised are not available and are listed on the site for days, sometimes week promoting a falsehood that a prospective buyer can order what they want.

Desired Settlement: I want an explanation as to why, when I follow the guidelines for new product launches, I cannot purchase the material when I login early to make my purchase at the schedule release time? Second, I want someone from Eastbay to explain to me why they do not have enough bandwidth on their site to accommodate heavy traffic with multiple releases on the same day? Third, I want the ability to order my products or I want Eastbay to state on their site they have limited availability and assign a customer number to those waiting to buy.

Business Response:

June 20, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ****** ********** ** *****

RE: Case #******** – ******* ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s account.  I am happy to address his concerns regarding the product launch process on Eastbay.com.

During any product launch, the attached information is available on our website for all customers.  This notification addresses and explains most of the concerns in Mr. ******’s complaint.

In regards to his concerns about our website showing sold-out launch product in the days following the launch, we make every attempt to remove any sold-out product from our website as soon as possible.  At times a product may reappear if customers’ orders are cancelled or returned and the items they ordered become available again.  Unfortunately these items sell out extremely quickly and an item may already be sold out by the time another customer sees it online and tries to order.  Our call center is open 24/7 and Mr. ****** is welcome to call us to check real-time inventory at any time in the days following an online launch.  Two days after the launch, we are able to place phone orders for any in-stock product.

I apologize for any inconvenience caused to Mr. ****** by this process, but it is currently the fairest way for all customers to have an equal chance to purchase these high-demand items.  If this process changes, we will list updated information on our website.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay.com

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Footlocker sent me reward gift for being a VIP. The reward clearly states that this will expire on June 10, 2014. When I used them on June 10 that is supposed to be the last day, it didn't work. So I called the customer service and she sad that it is already expired 12mn of June 10. I find this very tricky, they should have said use before June 10. I complained regarding my four (4) VIP gift card with an amount of $15, $15, $15, and $20. The Customer Service offered me to replace only one $15 and not all four. I told her to replace everything since all the expiration are the same.

Desired Settlement: I want the four (4) VIP reward card to be replaced.

Business Response:

June 20, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******** * ******** *****

Dear *******,

I have received your correspondence and reviewed the information in Mr. *****’s account.  We are happy to reissue the Rewards Cards that he was unable to use on 6/10/14.  We have begun to process these and he should receive the new codes within 1-2 weeks.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay.com

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

******** *****

5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered shoes from Eastbay on the April 27th. I reached out via email to Eastbay for a shipping update on 5/5/2014 On 5/6/2014 - I would told by Eastbay, " we sent the shoes, we don't control the post office you should give them a call."

Desired Settlement: I would like my item delivered, or a complete refund issued.

Business Response:

May 9, 2014

Better Business Bureau of Wisconsin

Attn: ******* **********

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: ID #******** * ****** ***

Dear *******,

I have received your correspondence and reviewed the information Mr. ***’s account.  USPS confirms that they attempted to deliver the package on 5/3/14 but the receiving business was closed. The most updated tracking on his package indicates that it was successfully delivered at 2:22pm on 5/6/14. 

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

*

5/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of shoes 4/19/14. We called 4/22 to check on the status of our order and was told that our order would ship out that day with 2-day shipping. On 4/24 I didn't receive a package. 4/25 I called again to check on the status of our order once again and was told it would ship out today 4/25. I decided to call back a few hours later and was told our order wouldn't ship out. We order a lot online and this was our first time using eastbay. The company gave us the run around all week about an order of shoes. The customer service is not professional with the amount of dishonesty towards us.

Desired Settlement: I would like the shoes we ordered to be delivered. Don't lie to customers telling them it's being shipped out when you aren't shipping anything!!!!!!!!!

Business Response:

April 29, 2014

Better Business Bureau

***** ******* ********** ***** ** ********** ****** ********** ** *****

RE: Case #******** * ******* *****

Dear *******:

I have received your correspondence and reviewed the information in Ms. *****’s account.  Her notes show that her original order was placed on 4/19 and was cancelled on 4/22 after not passing our payment verification process.  The order was replaced for her on 4/22, but that order also was cancelled as the item was no longer available at that time.

Ms. ***** contacted us on 4/26 because her bank was still showing a pending charge from Eastbay.  These charges take 3-5 business days to fully process through customers’ banks and drop from their accounts, but we contacted her bank on 4/26 to approve them to drop the pending charge immediately.

I am very sorry for any inconvenience Ms. ***** experienced with her recent orders and that she had to contact us multiple times for accurate information.  Unfortunately the shoes she ordered are no longer available and we are not expecting to receive another shipment.  With our apologies, I am sending a $25 e-mailed gift card she can use towards a future order along with a free Next Business Day shipping upgrade on her next phone order (a $24.99 value).  The gift card will be sent to the address on her account (***************************) within 3-5 business days, and I will note the shipping offer in her account (#********).

Again, I sincerely apologize for the problems Ms. ***** had with her recent orders.  We look forward to providing her with a better experience in the future.

Thank you for your time.

Sincerely,

*******

******** ******* **********

*******

5/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 19, 2014 I order the 2 pair of the Jordan retro 5 size 17. I order the white, yellow, and royal blue. I also the black and grape color as well. I was informed that both pair will be on backorder until May 5, 2014. On April 25, 2014 I received an email stating that my jordan retro 5 black and grape color was cancelled due to credit card failing to authorize. I called Eastbay and they informed me that my size was no longer available. I questioned why I was not able to get my size if you guys just cancelled my order. The representative did not have an answer. I checked my credit card and there was no issue with it. I also questioned how was they able to process the other sneakers when they was on the same card. My bank also mentioned that there was no issue. This is not the first time Eastbay has done this to me. I understand that nothing is guarantee but I feel cheated. I feel this way because if Eastbay had my sneakers and they just cancelled the order I should have been able to still retrieve the sneakers with a different card.

Desired Settlement: It is hard for me to get sneakers in a size 17. I would like the sneakers that I have order.

Business Response:

April 29, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ****** ********** ** *****

RE: Case #******** – ****** *******

Dear *******:

I have received your correspondence and reviewed the information in Mr. *******’ account.  His account shows that his order was placed on 4/19 and the shoes he ordered were on backorder.  When the first pair came in on 4/24 and we attempted to charge his card, his bank approved the charge and that item shipped out.  Unfortunately, when we attempted to charge his card for the second item that same day, his bank declined the charge. 

When payment does not authorize, an order is automatically cancelled and the item becomes available for other customers to purchase.  If the customer contacts us to replace the order with an alternate payment method, we are able to do so as long as the item is still in stock.  Unfortunately the item on this order was an extremely high-demand launch item and all stock of that item sold out very quickly. 

Unfortunately we do not have access to the reason for the credit card decline, but Mr. ******* may be able to get that information from his bank.  He stated that his bank stated they did not decline the charge, but this type of cancellation only happens if, when we contact the bank for payment approval, they immediately contact us back saying they do not approve the transaction.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

Business Response:

May 1, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******** – ****** *******

Dear *******:

I am happy to address Mr. *******’ additional concerns regarding the cancellation of his recent order.  Our Payment Verification Department follows a specific protocol regarding the processing of customers’ orders.  The specifics of this internal process are confidential, but for some situations, we do reach out to the customer if their bank needs us to verify additional information in order to approve the charge.  In the case of Mr. *******’ order, however, his bank immediately responded that they would simply not approve the charge.

When a customer’s credit card declines, our system immediately cancels the order and generates an automatic e-mail to the customer that it has been cancelled.  Unfortunately, due to the large number of orders placed daily by Eastbay customers, we are not able to reach out by phone to investigate individual credit card declines.  I do understand Mr. *******’ frustration, especially since the item he ordered was a high-demand item, and I apologize that the item is no longer in stock for him to purchase.  Unfortunately, when a customer’s bank will not approve a charge at the time we process it, we are not able to hold inventory until the funds are available and the charge is approved. 

          Unfortunately we do not receive detailed information from banks as to the reason for this type of decline, but I can confirm that Mr. *******’ card-issuing bank requested that we did not process the order, and the cancellation was not due to an error on Eastbay’s part.  Again, I sincerely apologize for any inconvenience caused to Mr. *******.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As a loyal Eastbay customer I just hope that this issue does not occur again. 

Regards,

 

****** *******

 

 

 

4/27/2014 Delivery Issues | Complaint Details Unavailable
4/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Back in December of 2013, I ordered a sweatshirt from Footlocker.com (invoice #********) for my son. We received the wrong color and size sweatshirt. When we went to pick it up from the store, we told the sales associate that it was the wrong item. He informed us that we could not return it, so we called customer support. The representative that I spoke to assured me that I would not have to send the wrong item back, and that she would be sending us the correct item free of charge since it was their mistake. I made certain that she understood that I would not have to send the incorrect item back, and that I would receive the correct item free of charge. She assured me so. Weeks later, I received emails stating that the incorrect item needed to be return. I brushed it off as an error since the representative that I spoke to assured me that I did not have to send anything back. In April of 2014, I received a notice from Foot Locker stating that I would be sent to collections if I did not either pay for the unreturned item, or send it back. I told them that my son had already been wearing it, and I could no longer send it back. They told me that I would be sent to collections since I did not agree to send the item back or pay for it. The person that I spoke to told me that they had no record of the call when I told her to listen to the call (that I was told would be recorded before I spoke to the representative that sent the free sweatshirt) to verify what I was told. It is not fair to tell me that I would not have to pay for the incorrect item, then send me to collections for doing just that.

Desired Settlement: I do not owe Footlocker any money, and my invoice (#********) should not be sent to ********* *********** ******.

Business Response:

April 10, 2014

****** ******** ****** ** *********

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******** * **** **** *******

Dear *******,

I have received your correspondence and reviewed the information Ms. *******’s account.  The notes in her account show that she contacted us on 1/3/14 to report the wrong item she received, and that, per our normal policy for this situation, we sent a no-charge order to her to replace the item.  At that time the associate who spoke with Ms. ******* also filed a form that allows us to track the original wrong item to make sure we receive it back, which follows our normal procedure as well.

There are no notes in the account from the associate who placed the new order or the supervisor who approved it indicating that Ms. ******* was told she did not have to return the original item she received.  It is also not our standard procedure to allow customers to keep a wrong item when we are sending a second item at no charge; essentially, the new order is considered an even exchange for the item that the customer is sending back to us.

To resolve this issue, as a courtesy we will close this matter and ********* *********** will not seek payment from Ms. *******.  If she has any further questions about the matter, she is welcome to contact us.

Thank you for your time.

Sincerely,

******* ******** ******* **********

Foot Locker, Inc.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

**** *******

4/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased shoes from Eastbay. I was advised and their website clearly states that refunds are accepted. The shoes ordered fit fine in size but the width was too small. Clearly the shoe was not going to work in another size, so I returned them. Their website states under the return policy "Refunds and GiftCards will include product and tax amount only. If an incorrect item was shipped, or products were flawed or damaged in transit, prior to 90 days, we will also include the shipping charges in your refund. "

Desired Settlement: I paid $66.84 (for the shoes) and was only credited $51.86. When calling to investigate why a difference of $14.98 was withheld, I was advised that I had to pay for original shipping (which I completely understand), plus a smart label fee of $6.99 (if exchanged would not be charged), AND my tax would not be returned. First of all, the shoe was too narrow and a change in size would not have made a difference and second, how on earth can I return a product and my original tax not be returned? That is a complete ripe off? Upon ANY return of anything, you always get the original price paid and your tax.

Business Response:

April 8, 2014

Better Business Bureau

Attn: ******* **********

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: ID #******* – ****** *******

Dear *******:

I have received your correspondence and reviewed the information in Ms. *******’ account.  I see that Ms. ******* did an online chat with our eCustomer Care department on 4/4/14 regarding this issue.  At that time, we confirmed that when her return was received, she was refunded back for the item and all applicable tax, but the $6.99 fee for using the prepaid label was deducted from her return.  As the item received was not wrong or damaged in transit, the original shipping fees were not refundable.

For Ms. *******’ inconvenience, I have entered a refund for the $6.99 return shipping fee which she should see within 5-7 business days.  When she last contacted us, she requested to be removed from all mailing lists (postal and e-mail), and we have flagged her account accordingly.  As our catalogs are preprinted, we did explain that she may receive an additional 1-3 catalogs before her mailings end.  I apologize for any inconvenience this situation may have caused.

Thank you for your time.

*******

******** ******* **********

Eastbay

Business Response:

April 10, 2014

Better Business Bureau

Attn: ******* **********

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: ID #******* – ****** *******

Dear *******:

Thank you for the additional correspondence.  Normally original shipping is not refundable when a shoe is returned due to a fit issue, but I have refunded the remaining $7.99 original shipping fee back to Ms. *******’ credit card as a courtesy on this order because she feels the fit issue was a product defect.  We do still offer free shipping on exchange orders for products returned for a different size or substitute item. 

Thank you for your time.

*******

******** ******* **********

Eastbay

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

****** *******

 

 

 

4/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a mid-low basetball shoe from Eastbay. I have always glanced at Eastbay for most of my adult life. I needed some basketball shoes for an upcoming faculty vs. student basketball shoes. I decided to order from Eastbay out of convenience and it was my first time. I found what I wanted so I made the order. My package finally came and I opened it only to be surprised. I had the wrong shoes. I immediately called Eastbay back and I talked to ******** #**** and she told her the dilemma. I was on the internet all ready and I found some basketball shoes I liked. She told me she could only do $10 over my initial price. I told her if I could talk to her supervisor. The supervisor took my complaint. I told her I wanted a mid-low basketball shoe. She told me she could do $20 over my initial price. She told me I would have to pay an additional $30. This was more money over my budget. I told her no. I asked her if she ever played basketball and she said no. I told her if you played basketball you would understand. She told me I am sorry for your problem but I will not reduced the price anymore. I told her this was an unfortunate thing because I will not buy from Eastbay anymore. I like your catalogues but as I read more BBB feedback it appears your customer service is below subpar. As a ****** *************, I have to worked with difficult people. I have to resolve the issue. The supervisor failed to do this. I guess I will have to take my business (along with my family) to another company/business.

Desired Settlement: I would like to have a Nike mid-low (black and white or black and blue with some white, size mens 11) product # 0909004 shipped to me at no price. I need basketball shoe right away. Thank you!

Business Response:

March 27, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* * ******* ********

Dear *******,

I have received your correspondence and reviewed the information in Mr. *******’s account.  I am very sorry to hear that he received the wrong item and that we were unable to replace it due to lack of availability on the original item.

In these types of situations, we would normally offer 10% off a substitute item and upgrade the shipping on the new order at no charge so the customer would receive it as quickly as possible.  For his inconvenience, Mr. ******* was initially offered a $60 shoe at the same price (which is equivalent to a 20% discount), and then when transferred to a supervisor, he was offered a $70 shoe, which is a 40% discount.  I apologize that he did not think this was a fair resolution, but it is above and beyond what we would normally offer in comparable situations.

Mr. ******* last contacted us on 3/21/14 and said he was going to return the item he received.  To speed up his refund, we issued a full refund for merchandise and shipping costs at that time, ahead of receiving the shoes back in our warehouse.  He is welcome to use the prepaid label attached to the invoice with no restocking fee due to the issues he had with his order.  Again, I apologize for any inconvenience this situation may have caused.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

3/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered headbands from eastbay on 2/11/2014 and according to their shipping logs listed below, it says that my package was undeliverable, which means no attempts were made. I contacted eastbay and asked could that reship my items back to me since it was no fault of mine, and I was told by ******** employee#**** that she could send a message to the warehouse but there were no guarantees that would get my order back. She stated that the items I ordered could not be reordered. I ORDERED AND PAID for those items and to say that I can no longer get them is UNACCEPTABLE!! 18 Feb 2014 20:30 Package undeliverable. Contact sender ******* ** 18 Feb 2014 08:42 Package out for post office delivery ****** ***** ** 18 Feb 2014 08:32 Package Sorted by local post office ****** ***** ** 18 Feb 2014 08:09 Received by the local post office ****** ***** ** 15 Feb 2014 20:06 Package processed by Post Office ******** ** 15 Feb 2014 20:02 Package processed by Post Office ******** ** 14 Feb 2014 13:11 Shipment Info Received by Post Office *********** ** Date Description Location Feb 15 2014 Package transferred to Post Office ******** ** Feb 14 2014 Ready for post office entry ******** ** Feb 14 2014 Package received by dest ** facility ******** ** Feb 11 2014 Package transferred to dest ** ******** ******* ******** ** Feb 11 2014 Package processed by UPS ** ******* ******** ** Feb 11 2014 Package received for processing ******* ******** **

Desired Settlement: I WANT THOSE HEADBANDS I CANNOT GET THEM ANYWHERE ELSE THEY ARE SOLD OUT!! GIVE ME WHAT I ORDERED & PAID FOR AND PLEASE USE UPS AND NOT THE UNITED STATES POST OFFICE!!!!!

Business Response:

March 4, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ****** ******

Dear *******,

I have received your correspondence and reviewed the information in Ms. ******’s account.  I see that we shipped her order to her requested shipping address, and the United States Postal Service returned the package to us stating that it was an undeliverable address.  After *** #**** spoke with Ms. ****** on 2/24/14, she contacted our Returns Supervisor at our warehouse regarding the situation.  We have not yet received the package back from USPS, but that supervisor is watching for the return and will reship it to Ms. ****** when we receive it.  Per Ms. ******’s request, I will also update account notes to state that she would like the package shipped via UPS rather than USPS.

I am sorry for any inconvenience this situation may have caused and if Ms. ****** has any further questions or concerns, she is welcome to contact us.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response: I will accept this offer only if the BBB Will hold them responsible for getting my item to me within 30 days we all know it doesn't take but 5-7 max days to receive mail. Its been since the March 2nd since I ordered the items they were shipped back on the 24th of march and today's date is the 5th and you mean to tell me you still have not received the package back! come on stop saling the customers short I paid for it and paid for shipping I should be able to get a direct answer as to when I will receive my items I ordered over 35 days ago.

Business Response:

March 10, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ****** ******

Dear *******,

I have received your correspondence and reviewed the additional information provided by Ms. ******.  When USPS returns packages as undeliverable, unfortunately they can take a long period of time to reach our warehouse as USPS considers them lowest-priority deliveries.  It is not unusual it to be up to 4 weeks before we receive one of these orders back, beginning with the date the package was marked undeliverable (2/18/14).

Normally we would reship a new package to the customer up front because we know we are likely to eventually receive the original package back.  However, because these items are now no longer available, we can only reship the original package when we receive it back.  Most recent tracking on the returned package does not show that we have received it back yet.  Her account was previously flagged to have the new order shipped via 2-day rush shipping for her inconvenience.

If Ms. ****** does not wish to wait for this process to be complete, we would be happy to enter a refund for her at this time.  A refund can be requested by calling ###-###-####.

Thank you for your time.

Sincerely,

*******

******** ******* **********

3/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/15/13 I placed an online order for a pair of sneakers. When I completed the purchase, I realized that my delivery address information didn't change. I immediately called Eastbay to have the delivery address changed, the operator seemed to be confused, so I asked would it be easier to just cancel the order. They said the order would be cancelled, so I placed another order for the same item. Turns out that the order was not cancelled, it shipped to the wrong address. I made several attempts through the post office to locate the package, the post office was no help. In tracking the package that was sent to the wrong address, the tracking shows "accepted" not delivered. I never received the order. I disputed the charge through my bank which was closed because the tracking shows "accepted" not delivered. On the tracking to the correct address it shows the package as being "delivered". I need a refund, the order was never received.

Desired Settlement: Refund my credit card in full for the purchase price.

Business Response:

March 10, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ****** ********** ** *****

RE: Case #******* – ***** ******

Dear *******,

I have received your correspondence and reviewed the information in Ms. ******’ account.  I apologize for the inconvenience Ms. ****** experienced with this order and I am happy to resolve this issue for her.

The last tracking information on this package is from 11/22/13 and states that USPS attempted delivery and was holding the package.  As there is no updated information past that scan and we have not received the package back, I have issued a full refund to Ms. ******’ credit card in the amount of $54.99.  Her bank should fully process this refund within 3-5 business days.

Thank you for your time.

Sincerely,

*******

******** ******* **********

3/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello my name is ******** *****. I submitted an order on 12/16/2013 for Christmas. I went to the ********* ****** location in ************* ** on 12/19 around 3pm to see if the shipment had arrived. The store associate stated they had not received them yet. On 12/21/13 I contacted customer care to get tracking details and was advised they were in fact delivered to the store on 12/19/2013 approximately 10 am.This was very inconvenient because they were there the first time I went to the store. In addition, when I picked the shoes up on the 21st and they opened the shipment bag, the actual shoe box was destroyed. I am upset that I had to present these shoes to my son.If he had not really wanted these shoes for Christmas I would have returned them. I sent an email to customer care stating what happened and suggested they send their merchandise in a shipment box to protect the item and its box. After all,Who wants to receive shoes as a present and it has no packaging. That is classless but that is how I gave my son his shoes. :(( I felt the response from the agent was unacceptable and rude. I feel the representative was being sarcastic and very nasty. It was uncalled for

Desired Settlement: Requesting a $35 giftcard. I sent an email to customer care and the response was. Dear ******** I apologize about the damaged box. The purpose of the box is to keep the product from being damaged. We do not compensate for damaged boxes. We do not sell boxes and we do not have overstock of shoe boxes to send to customers who's box may have been dented, scratched, or "damaged."However,if the product was damage, we are more then happy to service you. Please contact the store for an extra box.

Business Response:

March 4, 2014

 

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ******** *****

Dear *******,

I have received your correspondence and reviewed the information in Ms. *****’ account.  I am disappointed to hear that Ms. *****’ package was damaged in transit, and I am sorry for any inconvenience this situation has caused.

The previous associates Ms. ***** spoke with were correct in that we do not compensate for damaged shoe boxes.  If the product itself is damaged, we are more than happy to issue an immediate exchange or refund, but we do not provide compensation if the shoebox itself is damaged.  Unfortunately we also do not have extra shoe boxes to provide for this type of situation.

As Ms. ***** experienced several issues with her order, including having to return to the store a second time for her package and feeling that she received poor service from our staff, I am happy to issue a $35 gift card per her request.  The card will be e-mailed to the address on her complaint and she will receive it within 3-5 business days.  I thank her for her patience as we resolved this situation and welcome her to let us know if she has any further questions or concerns.

Thank you for your time.

Sincerely,

*******

******** ******* **********

***********

3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of Nike Shox for 83.69 for my brother for Christmas. I accidentally ordered wrong size. I sent back the item with return label ****************** . I was assured that I would receive an even exchange which was outlined on form. I have contacted EASTBAY and was told they were out of the size I requested. To this day I have never received exchange and now I am being told that they never received the original back. I don't understand how it went from waiting on size to no record of return. I have attempted to resolve via email/chat/call and they refuse to help. They should contact UPS, not me. That is the shipping company label they provide.

Desired Settlement: I want an exchange of my original order Number 44106124 size 10 1/2 . My customer number is ********. I made the purchase with my student ** **** Debit Card for 83.69.

Business Response:

February 26, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ******** ********

Dear *******,

I have received your correspondence and reviewed the information in Mr. ********’s account.  He contacted us on 12/15/13 to request a copy of his invoice and a UPS Return Label, both of which we mailed to him.  He contacted us about his return today, and the representative he spoke with confirmed that we have not received a return under this account, and UPS is stating that the return label we sent to Mr. ******** has not been used.  (The UPS tracking number listed in Mr. ********’s complaint is from the original shipment sent from our warehouse to his residence.)

If Mr. ******** used a different shipping method to mail this item back to us, he can contact us with that tracking number.  If it shows that we received his return at our warehouse, we would be happy to process a refund or exchange for an available product.  At this time, the return label we e-mailed to Mr. ******** shows that it has not yet been used to mail the product back.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay.com

Business Response:

March 11, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ******** ********

Dear *******,

            The post office referenced in Mr. ********’s latest response does not show record of receiving the package that he states was sent back to us.  As stated in my previous responses, there is also no tracking information on the prepaid label indicating that it was turned over to the post office.

            As a one-time courtesy, we will process an exchange order or a gift card for the amount of the order ($74.99).  The product that Mr. ******** originally ordered (product #********) is no longer available in size 10.5.  He can either contact us to place an order for a substitute item in the amount of $74.99 or we can e-mail him a gift card in that amount for a future order. 

I have updated Mr. ********’s account notes with this information so that, if he chooses to contact us by phone, any of our associates can assist him with a new order.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay.com

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

will accept a gift card therefore my Brother can pick out the shoes he will be training with. My ADDRESS is ******** ********, **** **** ****** ***  *** ******** ** ***** . Thanks!

Regards,

 

******** ********

3/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order online on 2/22/14 via footlocker.com. I opted for the 5-6 business days shipping and handling service. I called on 2/27/14 to check the status of the order and was told that it will be shipped out that afternoon. A couple hours later I received an email stating that it was shipped with a tracking number to UPS. On 3/4/14 I used the tracking number via UPS website and it stated that a shipping label was created but have not reached the facility. I called footlocker customer service and was given rude service and stated it was shipped and they do not know where the order is but I should receive it in a couple days. I tracked the order again on 3/5/14 and received the same message so I called footlocker customer service again. I was then told that my item was on back order but I was not notified. I was told they will refund my shipping charge but there was nothing else they could do. I feel neglected by footlocker and feel that they do not abide by their shipping dates when customers pay their money. These shoes was a birthday gift which has passed. I feel that footlocker does not care about their customer needs once they have received our money. Giving an estimate date for shipping and missing those dates by whole week is unacceptable and bad business. I will not order online from Footlocker again.

Desired Settlement: $186.45 the total price of shoes not including shipping charge.

Business Response:

March 10, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* * ******* ****

Dear *******,

I have received your correspondence and reviewed the information in Ms. ****’s account.  I apologize for the frustration she experienced with getting accurate shipping information for her recent order.

            Ms. ****’s account shows that the product she ordered was being fulfilled by a shipment which was delayed from Nike.  We shipped the product on 3/5/14 via Next Day Air (tracking number ******************) as soon as we received the shipment, and tracking shows it was delivered to Ms. **** on 3/6/14.         

            Again, I am very sorry for any inconvenience caused by this delay.  We did previously refund Ms. ****’s shipping and I am happy to offer her a Next Day shipping upgrade on all in-stock items on her next phone order with our apologies as well.  (Her account #******** reflects this offer.)

Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

******* ****

 

 

 

2/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I returned my boots I purchased from Eastbay (Footlocker). Their customer service acknowledges I should have received a REFUND of $138.11. It's been seven weeks and I have NOT received my refund. I checked with my bank (PNC) and they verified no credit has been received by Eastbay.

Desired Settlement: $138.11

Business Response:

January 24, 2014

****** ******** ******

Attn: ******* **********

***** ** ********** ******

********** ** *****

Re: Case #******* – **** ********

Dear *******:

I have received your correspondence and reviewed the information in Mr. ********’s account.  We processed his return and entered his credit card refund on 12/30/13.  The timeframe for these refunds to be fully processed by the customer’s bank is 5-7 business days, which would be 1/10/14.

Our Payment Verification Department contacted Mr. ******** yesterday regarding his refund and it appears there had been some confusion regarding which credit card was used on the order (and therefore received the refund).  Mr. ******** confirmed that he would check whether the refund was processed onto that card and then contact us back if he had any additional questions.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

1/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My website provides a pair of ASICS WM GEL-FLASHPT-YL/BL shoes, but they sent me a pair of Nike shoes.Because the shoes I was sent to China by forwarding company only to find the wrong, so I asked my return to the site, but the site is unwilling to assume international shipping.

Desired Settlement: Request a full refund

Business Response:

January 22, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – **** ***

Dear *******,

I have received your correspondence and reviewed the information in Mr. ***’s account.  On 1/19/14, our eCustomer Care department responded to Mr. ***’s inquiry about the wrong item he received.  They confirmed we will refund his return shipping from China on this order as a one-time courtesy.  

This customer places numerous orders with our company and has them sent to a shipping company in the U.S. who then forwards the merchandise to China for resale.  Because it is Mr. ***’s decision to send the merchandise overseas, going forward it is his responsibility to make sure his orders are accurate before he does so.  We will not reimburse international shipping on any future orders and if there is an error with the order, Mr. *** will be responsible for all shipping fees to return the item(s) to our warehouse.

.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

Business Response:

January 30, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** *****

********** ** *****

RE: Case #******* – **** ***

Dear *******,

I have received your correspondence and reviewed the additional information provided by Mr. ***.  As previously stated, he is welcome to return his order to our warehouse to be reviewed.  If it is determined that the damage occurred after he reshipped the package overseas, he will need to file a claim with the international shipper he uses for his business.

As with any order, it is the recipient’s responsibility to check the item over when it is received at the shipping address.  If Mr. *** determines there is a problem with any orders after he sends them overseas for resale, we will be happy to review them in our warehouse, but Mr. *** will be responsible for all shipping costs to ship the product from China to our warehouse in Wisconsin.  If any item is damaged in transit after he reships it to an alternate address or country, he will need to file his claim with his international shipper as we will not replace or reimburse him for the order.  Eastbay is not a wholesaler and our products are intended for personal use, not for resale.  If Mr. *** chooses to continue to place Eastbay orders for resale, he is responsible for all return shipping costs and damage issues that may result after he sends the orders out of the U.S.

.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[

In eastbay I just bought a pair of shoes, and send back to China, the results you say I am reselling, don't you think this is a very silly statement?

 

First is you hair wrong goods, and packing also appear problem, cause I received a parcel later need to return, but the packaging has serious deformation. And put the shoes back to, the international freight to $60, but how much is this pair of shoes? And about the freight. You give me the money back directly, so it is very easy to solve.


My other web site shopping in the United States, have never seen so bad like EASTbay service, just pass the buck to the customer!]

Regards,

**** ***

 

 

1/25/2014 Problems with Product/Service | Complaint Details Unavailable
1/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of shoes on Jan. 4th, they were suppose to be delivered within 5 to 6 business days. Ten days later I received an empty package . The package has a stamp on it saying it was received unsealed and received without contents to the post office. I immediately called Eastbay I was told they will do an inquire which may take up to 10 days, in the mean time I'm out my money and I have no shoes. To top it off I asked if I would be guaranteed the same shoes and I was told no, they only have one pair left and they couldn't hold them, nor could they sent them out until the inquiry was complete unless I wanted to place a new order. Give them more money no thanks. I know its not Eastbay's fault the shoes were lost during shipping however they were not willing to do much to make up for it. Utlitmalty the blame lays with UPS or the post office as the package went through both of their systems

Desired Settlement: I want my shoes overnighted, I don't want to wait any longer!

Business Response:

January 16, 2014

Better Business Bureau of Wisconsin

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ******* **********

Dear *******:

I have received your correspondence and reviewed the information in Ms. **********’s account.  I am very sorry she received a damaged package with the contents removed.  Her account shows that we initiated a delivery investigation on this package which normally takes up to 10 business days to complete.  For her inconvenience, a no-charge replacement order was placed for her earlier this morning and we sent it with free next-day shipping so it will arrive tomorrow.  We will still complete the delivery investigation, so I would ask her to respond to any communications from UPS or the United States Postal Service so that investigation can be completed.  Again, I sincerely apologize for any inconvenience.

Thank you for your time.

******* ******** ******* **********

Foot Locker, Inc.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 


The situation has been resolved.  Eastbay has sent me out replacement pair at no cost while they research the lost pair.  

Regards,

 

******* **********

 

 

 

1/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered one item on December 11 and paid $7.99 for shipping. I do not have the item yet. Eastbay has a domestic package investigation dept that can not track my package. One of many post offices in Columbus Ohio may have it. Or my package has not been shipped from Eastbay yet. Its Christmas Eve and I do not have the gift I ordered. Why is Eastbay not delivery a product I paid by credit card on Dec 11 ? Why can they not tell me where the package is and guarantee delivery date? Eastbay has my payment and I have no product.

Desired Settlement: I wanted package before Christmas.

Business Response:

December 27, 2013

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ****** ****

Dear Bradley,

            I have received your correspondence and reviewed the information in Ms. ****’s account.  We initiated a delivery investigation on 12/23 because USPS had not scanned the package since 12/14 (two days after we shipped the package).  On 12/24 our claims department confirmed that a refund could be issued to Ms. **** because it appeared her package was lost, but USPS tracking now shows the package was delivered successfully at 3:00 pm on 12/26.

I have issued a full refund of the shipping costs on this order for Ms. ****’s inconvenience, and I welcome her to let us know if she has any further questions or concerns.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Eastbay

1/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1.) I ordered a pair of wrestling shoes size 9 and turned out really needed and 8.5 so sent back fro exchange. 2.) After sending them back the company informed me that the size 8.5 was out of stock and would be for several weeks. I have the email notices to show this. 3.) Thus I went and purchased the shoes locally and sent the company an email telling them to just process a refund b/c I could not wait weeks. 4.) They then sent an email saying the shoes had come in and were shipping. 5.) I emailed them again and called them to tell them to NOT ship the shoes, just process a refund. The person on the phone told me it was too late and the shoes were shipping but not to worry....just send them back and they would process full refund. ($111). 6.) The 8.5 shoes arrived and I sent them back. Eastbay only refunded the cost of the shoes - not the shipping. They were never supposed to ship the second pair anyway and now I am out cost of shipping - and lots of time on emails and on the phone., 7.) I have sent follow-up emails explaining the situation but they (**** * in customer service) will not respond. Just bad customer service.

Desired Settlement: They should refund the full amount 111.56.

Business Response:

January 3, 2014

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – *********** ***** ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s account.  I apologize that his backordered item ended up shipping out when he no longer needed it.

His account shows that we have entered refunds in the amount of $104.56 (for returned merchandise) and $6.99 (refund of charge for using prepaid label).  The total of these refunds is $111.55, which is the amount charged on this order.  He should receive these checks 7-14 days after they are mailed.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Eastbay

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  This is all that I asked for a couple weeks ago.

Regards,

 

*********** ******

 

 

 

12/29/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an on-line order thought Eastbay. The order consisted of one NFL jersey and a beanie cap. The order was place on 17 November 2013. On 22 November 2013 the package was being track as arriving in New Jersey, which is the port of US APO mail. I've since waited nearly a month since ordering these items for them to arrive and they have not. I've contacted Eastbay numerous times and all they keep saying is that I need to wait 6 full weeks from shipment date to file a report. My problem is that they website specifically calls for all APO packages to be delivered in 1-3 weeks. This is no one reference to any delays and investigations that need to be taken if shipment is lost. I have asked for my money back, so that I can re-order from another NFL supplier. Once again, there is nothing that Eastbay can do until 6 weeks from the ship date. I do not like that they post a time frame for delivery and then ask you to wait double if it doesn't show up. I want my money back and I don't want to deal with Eastbay again. Additionally, Eastbay charged me $9.98 shipping for these two items. I paid their fee, and still have nothing to show for it. The Eastbay order # is ********.

Desired Settlement: I want a full refund shipping included. The total is $146.96

Business Response:

December 16, 2013

Better Business Bureau of Wisconsin

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ******* ****** ********

Dear *******,

            I have received a copy of Mr. ********’ correspondence and reviewed the information in his account.  I am very sorry that he has not yet received his order.  His order was shipped 11/18/13 and under most circumstances, APO/FPO packages take up to 1-3 weeks to arrive.  At times, additional time may be added onto the delivery due to slowdowns that occur once the package is turned over to the military.  When this happens, we unfortunately have no control over the delay and have no way to secure additional tracking or speed up the process for the customer.  If the package has not arrived in the 6th week after shipping, we complete a delivery investigation to determine the location of the package and resolve the situation.

            If Mr. ******** doesn’t receive his order by 12/30/13, he should call us back and we would be happy to initiate a delivery investigation.  I apologize for any inconvenience.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Foot Locker, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not agree that if you tell a customer 1-3 weeks forshipping that you wont open an investigation until 6 weeks have gone by.  I paid $9.98 in shipping and obviously I did not recieve the service I paid for.  I want a refund and will not settle unless Eastbay admits that they chose to send my package in snail mail or it is lost in the mail system. An investigation might find this out.   I dont understand why they say they have no way of tracking the package once its in the militaries hand, but can investigate after 6 weeks.  This is not good enough for me and I would've never ordered from them if I had know they were this unhelpful.

Regards,

******* ********

 

 

Business Response:

December 18, 2013

****** ******** ******

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ******* ********

Dear *******:

I have received Mr. ********’ latest correspondence and I would be happy to address his concerns.  We are unable to complete a delivery investigation until the full timeframe for receiving packages has passed and the package can be considered lost.  I am more than happy to refund Mr. ******** for his $9.98 shipping costs, but unfortunately we cannot speed up an APO/FPO package or provide any additional tracking information.  He should receive this refund back to his card within 3-5 business days.

In an attempt to expedite this process for Mr. ********, I filed the delivery investigation paperwork, and then saw in his account that our eCustomer Care department also filed one for him today.  Hewill be contacted via e-mail in the next 3-4 business days and should respond back with confirmation that he has not received his package (if that is still the case) so the investigation can be completed.  I sincerely thank him for his patience as we resolve this issue for him.

Thank you for your time.

Sincerely,

*******

******** ******* **********

12/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased an item from Eastbay. Returned it the day it arrived, same day shipping. They to this day say the item hasn't arrived to their store/warehouse. My PO Box informed me they received the product over a month ago. Customer service does not return any of my emails. Worst online experience I've ever dealt with. I feel like they're trying to steal from me. Customer Number: ******** Order Number: ********

Desired Settlement: I just want my money back.

Business Response:

December 12, 2013

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ******* ******

Dear *******:

I have received your correspondence and reviewed the information in Mr. ******’s account.  I apologize that he is frustrated with the processing and return of his package.  Mr. ****** originally placed his order on 11/18/13 and contacted us via e-mail that evening requesting to change the name on the order.  The e-mail was processed the next business day, and at that time the order was already in picking and we were unable to make any changes.

Mr. ****** contacted us again on 12/4/13 stating that he wished to receive a refund for his order because tracking shows it was shipped and delivered but he had not received it.  Our eCustomer Care staff apologized for the poor service Mr. ****** had received and confirmed that tracking showed the package had been delivered and we would need to initiate a delivery investigation to determine the location of the package prior to a refund being issued.  They informed Mr. ****** that he would be contacted via an automatic e-mail within one business day with confirmation that his investigation had been started and an estimate of how long he could expect the process to take.  Mr. ****** responded back stating his local UPS store told him the package was returned to sender due to the incorrect name and we should have already received the package back because it was USPS Priority Mail. 

Mr. ******’s account confirms that we processed his return on 12/11/13 and entered his Paypal refund, which can take up to 5-7 business days for them to process.  I apologize that we did not receive and process his return as quickly as he felt we should, but packages marked “Return To Sender” are considered last priority mail by USPS and often take a long time to get back to us.  When we receive packages back, they are processed in the order they are received and the normal processing time is 3-5 business days.  During the holiday season, this timeframe can often be extended by an additional 3-4 business days. 

Again, I apologize for any inconvenience this situation may have caused.  To avoid these types of situations, we do advise customers during the online order process that once an order is submitted, it cannot be changed or cancelled.  In regards to Paypal orders, many companies ship orders to the name and shipping address customers have listed on their Paypal account.  If Mr. ****** places future orders with Eastbay, he will need to make sure that information is accurate to ensure his package is delivered promptly and without incident.  Unfortunately we are usually unable to make those corrections once an order has been submitted online.

Thank you for your time.

Sincerely,

*******

******** ******* **********

12/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on line on Cyber Monday and my order was not processed properly. After I entered my credit card info, the system gave me a message stating that my order could not be processed. I called customer service and spoke with "*******" operator #**** and he said that he was going to cancel my order and place it again. So he cancelled order #******* and placed a new order with number *******. He assured me that I was not going to be charged double. I received the tennis shoes that I ordered on December 9th but my credit card was charged twice. I called customer service again on Dec/11 and spoke with Rene who said that by mistake, both orders were processed and shipped so she could not refund any charges until they made an investigation. It was not my fault that they processed the order twice so I do not need to be charged double. I demand a refund for the order that I cancelled on Dec/2 for the amount of $155.87

Desired Settlement: Refund of $155.87 charged to my credit card for order #******* which was cancelled because the system did not process it.

Business Response:

December 16, 2013

 

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* * ******* ******

 

Dear *******,

I have received your correspondence and reviewed the information in Ms. ******’s account.  I am very sorry that she was charged for both her original order and the replacement order we placed for her.  It appears that the first order did end up downloading after the second order was placed and both orders shipped out to Ms. ******.  Since UPS has confirmed that both orders were successfully delivered, a Delivery Investigation was initiated in Ms. ******’s account.

Our claims department contacted Ms. ****** today to discuss the packages and let her know we will be refunding her for one package as she said she didn’t receive it.  The refund will take 3-5 business days to appear back on her card.  I am very sorry for any inconvenience this situation may have caused.

Thank you for your time

Sincerely,

*******

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

******* ******

12/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a Platinum membership because it said you would recieve a coupon for 25% off your order soon after. The coupon never came and so I never used the service. I emailed support about it and they acted like they didnt know what I was talking about.

Desired Settlement: Please refund platinum membership

Business Response:

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: ID #******* * ******** *** *** *******

Dear *******,

I have received your correspondence and reviewed the information in Ms. *** *** *******’s account.  I apologize that she did not receive her code, but our records do show that the 25% Loyalty Club code was e-mailed on 10/2/13. 

As Ms. *** *** ******* indicated she wants to cancel her membership, I have processed that cancellation in our system and issued a refund of $39.99 back to her credit card.  She should allow 5-7 business days for that refund to appear in her account.

Thank you for your time.

Sincerely,

*******

******** ******* **********

12/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi on 9/3/2013 i place an order on eastbay.com for some shoes and two weeks later i go back on the site and the shoe was on sale so i call eastbay speak to customer service they told return the shoe and they will give me a full refund back witch i did they did not give a refund or credit i call them again they telling me that i have to send the shoes back again and bing rude customer service telling just do what she say so she can't help me i think they need to work on they customer service

Desired Settlement: i need to get the shoes and my credit of the defiance

Business Response:

November 17, 2013

Better Business Bureau of Wisconsin

Attn: ******* **********

***** ** ********** ****** ********** ** *****

RE: ID #******* – ******* ***** ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s account.  He originally placed his order for the Nike Air Force One Low on 9/1/13.  He contacted us by phone on 10/18/13 stating the online price was lower than what he originally paid and he wanted a price adjustment.  The customer service representative who spoke with Mr. ****** informed him that we are happy to offer price adjustments within 14 days of the original order date.  (This policy is stated on our website as well.)  As this 14-day window ended on 9/15/13, she informed him we are no longer able to issue a price adjustment and Mr. ****** said he would return the item and reorder the product at the lower price.

Mr. ****** contacted us again on 11/14/13 regarding this issue and said he was previously told he would have to return the item and repurchase it.  The representative explained that we received his return back on 11/6/13 and processed an even exchange for the same item per his request.  Under normal circumstances a customer would have to process a return of the original item and place a completely new order for the item at the current price, rather than an even exchange.

To resolve this for Mr. ******, I am processing a $12.00 refund back to his credit card to compensate him for the difference between the original price he paid ($89.99) and the current online price ($59.99).  There is a $30 price difference between these prices, but Mr. ****** received a 20% discount on his original order so he only paid $71.99 for the shoes.  His refund is based on the price he originally paid ($71.99) minus the current price of the shoes ($59.99).  This is the same price difference he would receive if had returned the original shoes and placed a completely new order at the current online price.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

yes i would like to but i still have'nt received my credit that they say i just want to know if i should take it to my lawer to see what i can do about that THANKS SO MUCH FOR YOUR HELP

Regards,

******* ******

 

 

Business Response:

November 27, 2013

Better Business Bureau of Wisconsin

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: ID #******* – ******* ***** ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s rejection of our previous response.  We issued Mr. ******’s refund on 11/17 and refunds do take 7-10 business days to process through a customer’s bank.  We are still within that timeframe, but if Mr. ****** does not see his refund on his online activity by December 2nd, we would be happy to contact our bank for a reference number which Mr. ******’s bank can use to trace the refund.  (If he is only viewing paper statements, the refund will appear in 1-2 billing statements.)

Thank you for your time.

Sincerely,

*******

******** ******* **********

12/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchased an item online and needed to cancel it because it was an error. I called within and hour and a half and they refused to cancel my order saying it was already processed. I asked to speak to a manager and was still told they could not cancel the order.

Desired Settlement: I want my return shipping paid for because they refused to cancel my order.

Business Response:

November 21, 2013

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** ***


RE: Case #******* – ***** *******

Dear *******,

I have received your correspondence and reviewed the information in Ms. *******’s account.  Her order was placed at 4:54 pm on 11/18/13.  She called our customer contact center approximately 1.5 hours later with a request to cancel the order.  The order was no longer in a status where it could be cancelled, but the team leader who spoke with the customer called our warehouse to see if the order could be located and cancelled.  The team leader received confirmation on 11/19/13 that the order had already shipped and could not be cancelled.

We make every attempt to process and ship orders as quickly as possible for our customers, so our website does state during the order process that, once placed, orders cannot be changed or cancelled.  However, to resolve this issue for Ms. *******, I would be happy to waive the return shipping costs for this order.  She should use the prepaid SmartLabel attached to her invoice, and I will alert our returns department that they should not deduct the $6.99 fee from her return when it is received back in our warehouse.

Thank you for your time.

Sincerely,

*******

******** ******* **********

11/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi there, I recently made two purchases from Eastbay.com and I paid in two different methods. For the first it was for a pair of shoes and a headband, I paid through paypal since I had some money in that account, second I paid through a credit card. When the first order was cancelled I called in to inquire and all I got was there was a refund issued but it will take a couple of days. I asked why they cancelled my order and they said because I used a different name for the billing address and then a different name was on the account. Which made no sense so I just waited a couple of days nothing. And paypal said "If Eastbay were to issue a refund we would see it." So clearly they didn't issue the refund. That was for $74.56. Then the second order I made was for a pair of shoes and I paid with a credit card. When i went to go see if they shipped it they said it was cancelled. But the thing was they took out the 116.42 off my credit card. They said I'd have to call my bank. I spoke with a manager and she was of no help told me to wait. I am done waiting I don't like being treated like this. I'm not out 200 bucks and I didn't get the shoes I wanted.

Desired Settlement: I want the 116 back on my credit card and the $74.56 back on my Paypal.

Business Response:

November 19, 2013

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ***** **  *****

RE: Complaint ID #******* – **** *******

Dear *******:

I have received your correspondence and reviewed the information in Ms. *******’s account.  I am happy to provide additional information on the two orders referenced in this complaint.

Ms. *******’s first order (#********) was placed on 11/16 with a credit card.  It did not pass our verification process and was subsequently cancelled by our Payment Verification Department.  As we only charge a customer’s credit card when an order leaves our warehouse, and this order did not, Ms. *******’s card was not charged for this order.  If she has a pending authorization on her account, she will need to speak with her bank to have those funds released.  We did not process any charges for this order and we do not have any pending holds on those funds.

Her second order (#********) was also placed on 11/16 but with her Paypal account.  This order was also cancelled because it did not pass our verification process.  We began the process to refund Ms. *******’s Paypal account the date the order was cancelled (11/16) and that process takes 5-7 business days.  I do show in her account that the refund was submitted to Paypal today, so she should see that on her Paypal account within 1-2 business days.

Ms. ******* did contact our eCustomer Care department via online chat yesterday to express these same concerns and the above information was provided for her at that time as well.

Thank you for your time.

Sincerely,

*******

******** ******* **********

 

11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 5, 2013 I ordered a pair of shoes that was releasing that day. At the time I was sent an email saying that the product would be shipped out in 5-6 days. I called Eastbay on October 15th and was told that the item was still showing backordered for October 6th. I was persistent in explaining I had yet to receive the item, not notification that it had even been sent out. A manager was brought into the situation and I was then told the item is actually showing it wouldn't be in stock until November 1st. On October 29th, I was notified by my credit card company that a "suspected fraudulent charge" was attempted to be made on my account. It was from Eastbay. I approved my credit card company to complete the transaction. At this time, I called Eastbay and was told that the item was cancelled due to not being able to complete the charge, but there were two items left in stock in the size I wanted and that I could go a head with the purchase. I informed that lady I spoke with that I would like to go through with that transaction. She told me it was still being denied. I immediately called my credit card company and they informed me that everything was set up to where the transaction should go through. In the mean time I received an email stating that my transaction was accepted. I called back to Eastbay and a different person said that that was inaccurate, and that it was still showing cancelled. She then attempted to run the charge and she said it was successful. I then received another email saying it was denied. I called back several times, with the end result being told that my item was son hold and I would be receiving it within 5-6 days. Today, on November first, I received an email stating my order did not go through. I called and I was informed of the same information. By this time the product was sold out. I have waited approximately 27 days on an item that I was expecting to receive, with no success. I have never been so disappointed in a company, and the way this situation was handled.

Desired Settlement: I feel that I should be compensated for this issue. I have been awaiting this product to give as a special gift for months. I waited for over an hour on the day the shoes came out in attempts to ensure the item was placed in my shopping cart. I wasn't told until weeks later that the item was never sent out due to being backordered. I was told several different things by several different people. I also received many inaccurate emails from the company. I wanted this item as a gift for my boyfriend for his birthday, but did not receive it in time. And due to the cost of the item, it was not a possibility to just go and buy another gift because I was expecting to be paying over $200 to Eastbay. I have never had an issue like this with a business. I am very disappointed with Eastbay. I have been a faithful customer at businesses such as Foot Locker, Foot Action, Champs, etc. I was referred to your company and hoped to have a good experience, but unfortunately that was not the case. I would still like to receive this item ASAP. I am tired of getting the run around.

Business Response:

November 5, 2013

 

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** *** **** ***** **  *****

RE: Case #******* – ***** ******

Dear *******,

I have received your correspondence and reviewed the information in Ms. ******’s account. I am very sorry for her inconvenience as she tried to successfully complete her order for the Nike Air Max Hyperposite.

At the time Ms. ****** initially placed her first order on 10/5, this item had not yet been coded as a backordered product, as we were expecting to receive it on time from the manufacturer.  After our Payment Verification Department completed their verification process and released the order for picking on 10/6, the item was on backorder and Ms. ****** was notified.  When the item became available on 10/30 and we attempted to charge Ms. ******’s credit card, her card issuer declined the charge and the order was cancelled.  She placed the order a second time that day and that charge was also declined by her bank, so that order was also cancelled.

When Ms. ****** placed the order a third time, our inventory showed the item was available but when our warehouse attempted to pick it, all available inventory was allocated to customers who placed their orders earlier.  Although this is a very rare occurrence, it can sometimes happen in the case of very high-demand items that sell out extremely quickly.  We notify customers of the situation as soon as we are aware of it, but I do understand this can be a very disappointing experience.

            Again, I sincerely apologize that Ms. ****** was unable to successfully complete her order.  Unfortunately I do not have access to detailed information regarding why her bank declined the charges we attempted to put through.  When that does happen the order is automatically cancelled, as all orders are pending payment approval and we are unable to pick an order if we cannot process the customer’s payment.  In regards to the last order cancelled due to lack of availability, our eCustomer Care department processed a compensation gift card to Ms. ****** on 11/4 with our apologies for this situation.  Unfortunately this item is still not in stock, but Ms. ****** is welcome to continue checking back with us to confirm whether any inventory becomes available at a later time.

Thank you for your time.

Sincerely,

******

******** ******* **********

10/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Monday morning around 10:30 am I placed a small order and had it shipped 3-4 day delivery as it was needed by end of day Friday at the latest. Upon completion of the order online my credit card was charged the same day. According to the transit chart on the website, i fan order is placed before 2 pm central time it will be shipped out the same day giving the delivery to be here thursday (3 days) or Friday (4 days) at the latest. Per customer service via phone I was advised to look at the chart and if placed before 2 if the product is in stock it would be shipped. This being I ordered the product from Eastbay and paid $13.98 for the faster shipping to get it by Friday and it was not shipped until Tuesday (even being placed before 2pm central by many hours). This being the order is not being delivered until Monday and the product was needed on Saturday. See transit chart copied and pasted below from website. Processing/Transit Chart Day Order Received Day Order Will Be Shipped On Sunday Monday Monday before 2 PM Central Time Monday <---ordered placed prior to 11:00 am eastern time Monday 11/7/13 for same day shipping Monday after 2 PM Central Time Tuesday Tuesday before 2 PM Central Time Tuesday Tuesday after 2 PM Central Time Wednesday Wednesday before 2 PM Central Time Wednesday Wednesday after 2 PM Central Time Thursday Thursday before 2 PM Central Time Thursday Thursday after 2 PM Central Time Friday Friday before 2 PM Central Time Friday Friday after 2 PM Central Time Monday Saturday Monday Due to the lateness of the shipping and delivery I had to order this product elsewhere for a Friday delivery. I have contacted customer service through various e-mails and they tell me there is nothing they will do as it is being delivered on time from the date it was shipped (unfortunately it was not shipped the day it was suppose to be).

Desired Settlement: I am looking for a refund of the $13.98 shipping fee.

Business Response:

October 14, 2013

****** ******** ******

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ***** **  *****

RE: Case #******* – ***** *********

Dear *******:

I have received your correspondence and reviewed the information in Ms. *********’s account.  I see that she placed her order on the morning of 10/7/13 and requested 3-4 day shipping.  Our online shipping chart states that 3-4 day orders placed on Monday will ship on Tuesday.  The same-day shipping date is only for 1-Business Day Rush and 2-Business Day Rush.  Per our shipping chart, 3-4 day shipping is not a rush service.  I have included the website information for Rush Services:

Rush Services
Rush orders placed on a business day (Monday-Friday) prior to 2 P.M. Central Time will ship the same day, subject to complete verification. Rush orders placed after 2 P.M. Central Time will ship the following business day, subject to complete verification. Rush orders processed on the weekend will ship on the next business day. Please allow the delivery time on the selected service for your package to arrive once it leaves our Distribution Center. Business days do not include weekends (Saturday and Sunday) or US holidays.

Rush is applied to the following Delivery Services only:

  • 1 Business Day
  • 2 Business Days

Under the 3-4 Business Day shipping chosen for this order, the website states that orders shipped via the 3-4 Business Day service do not receive the Rush Service or priority handling in the warehouse, rather the transit time will be faster than the 5-6 Business Day Delivery Service.

            Due to the fact that Ms. ********* was unaware of our shipping policies, I am happy to refund the $13.98 shipping fee as a one-time courtesy.  In the future, if she needs an order by a specific date, I would recommend she choose one of our rush delivery services as they do contain a guaranteed day of delivery.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

9/23/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/12/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A package ordered was sent to the wrong address. I contacted Eastbay and they started a delivery investigation. At the conclusion of the delivery investigation they sent and email that stated "The recent package investigation for your order has shown that the package has been confirmed by the carrier. If you have any further questions or you still have not received your package, please feel free to contact us. Otherwise, this investigation has been closed." I tried to call but was unable to reach a satisfactory conclusion and I still have not received my package.

Desired Settlement: Either the merchandise is delivered to the correct address or I get a refund.

Business Response:

September 11, 2013

Better Business Bureau of Wisconsin

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI 53214

RE: Case #******* * *** ****

Dear *******:

I have received your correspondence and reviewed the information in Mr. ****’s complaint.  I contacted Mr. **** about this order, as it has been marked undeliverable by the shipper, and per his request, I set up a new order at no charge to replace the items that are still in stock.  I am refunding his card in the amount of $24.98 for one item that is no longer available.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

*** ****

 

 

 

8/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 5, 2013 I placed an order for several items including a pair of football cleats for my Son. We ordered a pair 11 1/2 under armour cleats, product number ********. Upon receiving the order we looked at the box and saw that we were sent the size ordered and the items were put away until football started. After my Son's second practice, he realized that something was wrong with the cleats. After he looked at them, he realized that we had been sent one 11 and one 11 1/2 cleat. Upon him bringing this to my attention on 08/13/2013 I contacted Eastbay customer chat and spoke with ******* *. ******* stated that we could return the cleats and when they received them they would send a replacement pair. I explained to ******* that this was not acceptable as my son would have nothing to wear to his football practice/games until they sent the new pair and I should not have to pay to ship them back. ******* * stated that the only other option would be that we could purchase another pair, and when we got them, we could send the others back and then they would credit my account. Why should I have to purchase a second pair? All I want Eastbay to do is to send me the proper size with a prepaid shipping label so I can send the old ones back in the box. I do not feel that this request is unreasonable. I asked to speak to a manager and was greeted by ***** *. ***** also explained that was the two options I had and refused my request to send me a pair of the proper size shoes with a return label so I could ship back the wrong shoes that they sent me. After attempts to let them know my satisfaction, then they shifted the blame on me and stated that this could have been resolved sooner if I would have found out that they sent me the mismatched shoes sooner. I explained to them that football season had not started yet and that if I purchase shoes at a store where customers can mix them up, I expect to check them, but when I purchase from an online retailer that I expect that they would ship the same size shoes and not be mismatched.

Desired Settlement: I want a replacement pair of shoes with a prepaid shipping label. I should not have to ship my shoes back first or buy another pair to get what I paid for in the first place.

Business Response:

August 20, 2013

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ***** **  *****

RE: ID #******* * ***** *****

Dear *******:

I have received your correspondence and contacted Mr. ***** about his concerns.  For his inconvenience, I placed a no-charge replacement order for the Under Armour Highlight MC in size 11.5 with free Next Day shipping.  I am also sending him a prepaid label to be used on the return of the original pair of shoes that were the incorrect size.

As I advised Mr. *****, under normal circumstances we would need to inspect a defective return prior to issuing a refund or replacement.  However, since this was a sizing issue due to our error, I am happy to send the new order up front per Mr. *****’ request.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

8/28/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Though tracking information suggest that I received my son’s shoe I didn’t. I contacted the post office that eastbay requested UPS to transfer my son’s shoes to I spoke to the carrier he states he left it at my door even though I wasn’t home. There are 12 other units in my apartment building- when I arrived home I didn’t have my son’s shoes. Instead of the carrier leaving me a notice to pick my product up at the post office he choose not to, which resulted in someone in my building taking my son’s shoes. I would like a refund of my money or another pair of shoes sent out. customer service and I was made to understand from customer service –“ I should’ve navigated your website better and added special instructions on delivery of your product to me”! What a big mistake I made not seeing this! So it was my fault- WOW! Being made to feel as if it’s my inconvenience and fault that the post office dropped off the shoes and someone else got them is a problem. I would like resolve, I was in hopes of providing these shoes to my son who was excited about receiving them for school- I have no shoes or no money- as explained by customer service just because I open a dispute doesn’t mean I will be recompense for the product or my monies- very disappointing to an already irritating situation. When contacting the post office they blame (EASTBAY) the sender, when calling your customer service you blame (ME)- and I’m still left with no shoes for my son and I’m out of hard earned money that I WORKED FOR!

Desired Settlement: I would like another pair of shoes shipped to me or a refund of my money- since someone stole my son's shoes as a result of the mail carrier leaving them out where anyone picked them up.

Business Response:

 

August 21, 2013

 

****** ******** ******

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: ID #******* – ****** *****

Dear *******,

I have received your correspondence and reviewed the information provided by Ms. *****.  Her account shows that we shipped her order on 8/2/13 and that UPS confirmed the package was delivered at 10:05 am on 8/8/13.  Ms. ***** contacted us on 8/8/13 stating she had not received her package, and an internal delivery investigation was initiated at that time.

Whenever a customer reports non-receipt of a package but the shipper confirms delivery, a delivery investigation needs to be completed to determine the location of the package as well as the circumstances of the delivery.  The investigation can take up to 10 business days to complete, and the customer is notified via e-mail throughout the length of the investigation.

I apologize for Ms. *****’s frustration with this process, but we do need to complete the investigation in order to determine how the matter will be resolved.  If she has not done so, I would advise her to respond to any e-mails she has received, as the investigation is closed if we do not receive responses to the automated e-mails.  She is also welcome to contact us by phone at ###-###-#### and request extension #####, which is the department that processes all domestic investigations.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Business Response:

August 28, 2013

 

 

Better Business Bureau

Attn: ******* **********

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: ID #******* – ****** *****

Dear *******,

I have received your correspondence and reviewed the latest information provided by Ms. ***** and I am very sorry for her continued frustration.  When a delivery investigation is initiated, an e-mail is automatically sent to the customer within 24 hours, which is the e-mail referenced in Ms. *****’s recent correspondence.  If our Claims Department receives a response back from the customer indicating the package still has not been received, they continue with completing the investigation.  However, if a response is not received, they assume the package has been received and they do not continue with the investigation process.

We would like to resolve this process as quickly as possible for Ms. *****, and in order to do that, she should respond back to the e-mail and confirm she has not received her package.  This will alert our Claims Department to continue working on her claim with the shipper to determine the location of the original package and the circumstances of delivery.  Once this process has been completed, she will be contacted with the resolution.

Again, I sincerely apologize for Ms. *****’s frustration and we look forward to resolving this issue for her as soon as possible.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

****** *****

 

 

 

8/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been registered with footlocker VIP since march and haven't received my first coupon yet to receive $10 off. I've called several times and the reps will say they will send it out but I haven't received it. It's been 5 months and I still didn't get my joining coupon. If they will fasley mislead customers then I won't shop here or with any footlocker affiliates.

Desired Settlement: They need to resend my $10 off and add a gift card for the inconvenience

Business Response:

August 5, 2013

****** ******** ******

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ****** **  *****

RE: Case #******* – ***** ***

Dear *******,

I have received your correspondence and reviewed the information in Ms. ***’s account.  I see that she contacted us twice regarding her Welcome Coupon (5/14/13 and 6/7/13) and on both of those occasions, a request was filled out to resend her coupon to the e-mail address on her account ************************

As she has not yet received her coupon, I am happy to file a third request to have it sent again, but I would advise Ms. *** to lower any spam or junk mail filters in her e-mail so the coupon can successfully be delivered.  Unfortunately, despite our best efforts to send her coupon, personal e-mail settings (or those set by vccs.edu) may prevent it from reaching her.  If she does not receive this third coupon within the 3 week timeframe (by 8/26) she is welcome to contact us with an alternate e-mail address and we will send it out again.

Thank you for your time.

Sincerely,

*******

******** ******* **********

8/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of converse red toddler shoes that were advertised as red on website upon arrival the shoes were actually dark pink/rose I called into the company and explained the website says red the representative explained I could either return or exchange which could take 3 weeks or more I explained I did not have the money to order another pair nor the time to exchange due to ordering for the start of school which is 1 week away she said there was nothing else she could do nor could she change the websites representation I am totally dissatisfied

Desired Settlement: I am requesting to receive another pair of red converse without having to pay for another pair or wait three weeks or more

Business Response:

August 2, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ******* ****

Dear *******:

I have received your correspondence and reviewed the information in Ms. ****’s account.  The color of the item she ordered (product #****** – Converse All Star OX) is listed on our website as the color “Rose”, which correlates to the item she states she received.  We do have other Converse All Star shoes that are red, but the pair Ms. **** requested on her order is shown as “Rose”, and the online photo does show a hot pink shoe.  (I have attached a copy of this webpage for your review.)

If she would like to do an exchange for a different product, she can call us at ###-###-#### and our customer service team would be happy to process the new order with free shipping.


Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ****

 

 

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is my second complaint against Eastbay. I initially requested $20 to make up for the gas and tolls I had to pay to replace the items that did not arrive in time for my son's tournament. Paypal agreed to give me the $20 towards the gas for the inconvenience and also emailed me a gift card for $25, which I don't plan on using, based on the terrible service I've received so far. I stated in my response to their offer that I would be returning ALL items from the order and requesting a full refund for the $103.95 I paid for the items. I received the $20 to cover my gas and the $25 emailed gift card. Once they received my items, I only received $83.95. When I called, I was told that Paypal had split up the refund and that they were going to credit me the $6.99 re-stocking fee that I was erroneously charged. After a week, I called them again and was told that they had sent $96.96 to Paypal the first time and $6.99 the second time and that I needed to allow them time to process it. Today I called, as I had not received any notice from Paypal regarding the remaining $20. When I spoke to the Eastbay customer service agent, he said that he was not sure where they got the figures that I was last quoted and he had a hard time calculating what was owed to me. I told him that if I paid $103.95 and received $83.95 then I am owed $20. He countered that there were several amounts credited to Paypal. He seemed as flustered as I was and asked what I wanted from them at this point. I told him that I want my $20. He said "let's see..."and the next thing I heard was a click. I then decided to call Paypal. They stated that since Eastbay had sent $20 (the money to cover my gas that I requested) and $83.95 that they were no longer obligated to act on the transaction. I asked if they break up refunds and was told that they do not. The representative told me that they send whatever the company initiates. She stated there had never been a $96.96 refund sent to me from Eastbay and that the payments I received are the only ones Eastbay sent. I am sick and tired of the lies.

Desired Settlement: I would like Eastbay to mail me a refund check in the amount of $20 since Paypal contends that they are no longer involved in this transaction and also to expedite me receiving my funds. It should not take nearly two months for this to get resolved. It is nearly August and this started in June. No refund should take more than 30 days in this day and age.

Business Response:

July 29, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* * ********** ******

Dear *******

I have received your correspondence and again reviewed the information in Ms. ******’ account.  Upon investigating the credits we have issued to her, it appears that PayPal is rejecting $20.00 of credit owed from her returned items and her $6.99 refund for return shipping, as they cause her total amount of PayPal credits to exceed the amount of her original order. 

To ensure she receives all credit owed her, I have entered a request for a refund check in the amount of $26.00 to be mailed to Ms. ******.  She should receive this check within 7-14 days after mailing.  Again, I am very sorry for her inconvenience and I sincerely thank her for her patience as we resolved this issue.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I just hope that there are no further delays or issues in me receiving the refund.

Regards,

 

********** ******

 

 

 

7/29/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered items on a Sunday afternoon and selected 3-4 business day shipping for $17.96. I needed the items for vacation, but they arrived late. I did not receive the items until Friday. This is deceptive as I paid close to $20 to have the items arrive earlier but it was a waste of money. The website is very vague and does not specify any specific details about shipping besides the days and cost. Extremely deceptive.

Desired Settlement: Refund the $17.96.

Business Response:

July 17, 2013

 

Better Business Bureau

Attn: ******* **********

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: Case #******* * **** *****

Dear *******,

I have received your correspondence and reviewed the information in Mr. *****’ account.  I see that his order was placed on Sunday, June 9th with 3-4 day delivery requested, and was delivered on Friday, June 14th.  I have attached screenshots from our website stating that an order placed on Sunday with 3-4 business day shipping will be shipped on Tuesday and will arrive 3-4 business days after shipping.  Based on these timeframes, Mr. *****’ package was delivered in the promised timeframe as stated on our website.

I see in his account that Mr. ***** has already communicated with our eCustomer Care staff numerous times regarding this order and the above information was provided to him at that time.  Because he wished to return his order, we waived all return shipping fees for his inconvenience.  We would not normally refund original shipping charges for on-time packages, but as a courtesy, I have issued an additional refund in the amount of $17.96 to reimburse Mr. ***** for these charges, which he should see on his account in 5-7 business days.

Thank you for your time.

Sincerely,

*******

******** ******* **********

7/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made an online purchase with Eastbay just before I moved to a new location. To make sure I received the shipment, I called Eastbay 4 times to ensure that the goods would be shipped to the correct address over a 1-week period. Each time I called Eastbay I received different interpretations of their internal policies, most of the employees did not understand the basics of Eastbay's own policies, and my calls were directed to individuals that barely spoke English. Overall, though, I was assured my package would be delivered to the correct address or held at the UPS location for pickup. As it happens, the package was delivered to the wrong address. I then called Eastbay again and, per its policy, my purchase was put through a 10-day delivery investigation. 10 days! I asked if I could simply have a refund but the customer representative insisted that the investigation take place. The investigation resulted in a "confirmed" purchase and delivery, and they closed the investigation. They notified me of this decision via email. So, I called again to explain that the investigation incorrectly closed because the issue was not whether the shipment was delivered; rather that the shipment was delivered to the incorrect address. I asked for a refund but was told that the refund department could not issue a refund because, according to their records, the investigation was still open. I noted the email identifying the investigation as closed, but they stated that they could do nothing to help me, even though another department in their company CLOSED the investigation. So, I called AGAIN to ask for a refund and was FINALLY put in touch with a person in their In total, I wasted 2 weeks dealing with Eastbays convoluted and unintelligent customer service department. Eastbay's managment and processes for dealing with US customer service issues is at an industry worst. They should be embarrassed of their overall lack of customer service and their employees lack of knowledge pertaining to Eastbay's own purchase and shipping policies. As it stands, I will never shop with them again and will spread the word so that others do not either. They should be ashamed of the way they treat their customers. Sincerely, ***** ******

Desired Settlement: I want Eastbay to enhance their customer service representatives that deal with US customers. I want a personal apology from the company.

Business Response:

July 17, 2013

****** ******** ******

Attn: ******* **********

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: Case #******* * ***** ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s complaint.  His order was originally placed online on 7/2/13 with a requested shipping address in ***** ****** **.  Our records show he made a call to us on 7/3/13 requesting to change the shipping address to a new address in ********* **.  At that time, our staff explained that the package had already been shipped out but that once we had tracking information on 7/5 (due to the holiday), he could contact us back and we could attempt to change the address.  We received another call on 7/10/13 and Mr. ****** stated that he had been calling UPS with requests to change the address.  Our representative tracked the package and UPS confirmed it had been delivered.

            Any time that our shippers confirm delivery of a package that the customer states was not received, a delivery investigation is initiated to determine the location of the package.  This investigation was filed on Mr. ******’s package on 7/10/13 and he was advised it would take up to 10 business days to complete.  The process was actually completed 7/17/13, 5 days early, and a full refund in the amount of $121.94 was entered for the customer.  (He should allow 5-7 business days for his bank or card issuer to fully process his refund.)

            I apologize that we were unable to change Mr. ******’s shipping address and that his package was subsequently delivered to an incorrect address, prompting the delivery investigation.  Unfortunately we do not have record of additional calls made to our staff other than those from 7/3/13 and 7/10/13, so I am unable to follow up on the misinformation Mr. ****** states he received.  In regards to his concerns of not being able to understand our staff, both of our call centers are located in the state of Wisconsin, but Mr. ****** is welcome to request a supervisor on future calls if he is unsatisfied with the service he receives from any of our staff.  We will be more than happy to look into his concerns at that time and get him the information he needs.

Thank you for your time.

Sincerely,

*******

******** ******* **********

7/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer Number: ******** ORDER NUMBER: ******** - CANCELED My order was canceled without justiicativa. I've done other orders and all were approved, only ******** order was canceled without explanation. Urgently need of explanation and a solution to rectify the situation. I tried to resolve customer service without success. grateful ****** *******

Desired Settlement: I would like to send my order and future orders. I want to resolve this situation without friction. grateful

Business Response:

July 8, 2013

Better Business Bureau

Attn: ******* **********

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: Case #******* * ****** ******* ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s account.  Our Payment Verification Department performs a series of checks on orders placed with our company and will either release or cancel the order based on the results of this process.  The order Mr. ****** referenced in his complaint did not pass our verification process and was subsequently cancelled.  In addition, based on the information gathered during this process, the only approved payment method under Mr. ******’s account is now prepaid Western Union; orders placed with any other payment method will be cancelled.

If Mr. ****** has any further questions regarding the processing of this specific order, he is welcome to speak with our Payment Verification Department at ###-###-####.

Thank you for your time,

*******

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The Shop EASTBAY, canceled my order and not ******** ******** with the explanation because I always buy the site and previous orders were approved.

I'm using a form of payment offered by EASTBAY, but they are willing to give only option ****** ***** which has a very high rate to make payment with this option.

In this case I will file a lawsuit against the store.

grateful

****** ******* *******

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear Sirs


My PAYPAL account is verified, if the account fraud would have been canceled.


Already asked the PAYPAL to contact with EASTBAY to rectify the situation.


I await the release for future purchases on the site EASTBAY take much, I live this business.


If you need some documentation to the veracity of my account I can send.


The card I use is a pre-paid card, or I have to carry it with dollar and then make purchases on these sites, not on how to make purchase if I do not charge my card with money dollar.


grateful


****** ******* *******

Regards,

****** ******

 

 

Business Response:

July 16, 2013

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* * ****** ******* ******

Dear *******,

I have received your correspondence and reviewed the information in Mr. ******’s most recent rejection of our response.  Again, our decision to no longer place orders for Mr. ****** is related to numerous claims he filed with PayPal stating orders placed under his Eastbay account were unauthorized and fraudulently placed.  Whenever fraudulent activity is reported on an account, we no longer allow orders to be placed under that account.  Also, UPS has confirmed these packages were delivered to Mr. ******’s shipping address as well.  As stated in our previous responses, based on the aforementioned information, we will no longer be placing any orders under this account.

If Mr. ****** would like further information on this decision, he needs to contact our Payment Verification Department at ###-###-####.  If he wishes, he may also contact PayPal, as he filed his claims of fraudulent account activity with them.

Thank you for your time,

*******

******** ******* **********

7/24/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase an item to be delivered to my home and completed the purchase with a credit card. Two days later, I received a confirmation email with a tracking number. The tracking number would never "track". The UPS tracking site said to wait up to 3 days for the package to track and if it still didn't show up in their system they recommended contacting the merchant, which I did. Eastbay assured me the package had shipped and it was just a problem with the tracking number. The package never arrived. I contacted Eastbay multiple times and evetually they agreed to open an investigation that would take up to 10 days. During this investigation period I was contacted on three occassions by UPS explaining they were attempting to track a package from Foot Locker. I explained that I had not placed any order with Foot Locker and that the missing item was from Eastbay and had never arrived. They asked that I check with all household members and neighbors in case it was delivered to nearby address. My address is clearly marked on my mailbox as well as on the home and I am the only address on my drive. I have not had any problems in the 4 years at this residence with USPS, UPS or FedEx regarding finding the home. I live on a major highway. Today I received an email that their investigation was completed but with no resolution as far as a refund. I have called them multiple times again to dispute their investigation and reassure them that I have NOT received the item. Each time I call I am transferred to multiple departments and evetually either disconnected or sent to voicemail. I have left a messege explaining I will settle for nothing less than a full refund as the product never arrived.

Desired Settlement: I expect a full refund of $47.98.

Business Response:

July 17, 2013

 

Better Business Bureau

Attn: ******* **********

***** ** ********** ******

********** ** *****

RE: Case #******* – ***** *****

Dear *******,

I have received your correspondence and reviewed the information in Mr. *****’ account.  I am very sorry for any inconvenience caused to him by our delivery investigation process.  We do need to complete this process anytime UPS or USPS confirms delivery of a package but the customer states the package was not received.  The investigation was opened on 7/2/13 with a completion time of 10 business days.  I confirmed with our investigation department that Mr. *****’ file has now been successfully closed and a refund was entered today in the amount of $47.98.  He should allow 5-7 business days for his bank to process this credit and apply it to his account.

I apologize for any incomplete or incorrect information that Mr. ***** received from our staff during the scope of his investigation.  I have passed all of the information in his complaint along to the supervisor of our investigation department so that issue can be properly addressed as well.  I greatly appreciate Mr. *****' patience as we completed his investigation, and if he has any further questions or concerns, I welcome him to contact us at ###-###-####.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. My complaint was never the fact that an investigation needed to be conducted before a refund was issued as Eastbay claimed.  My complaint was due to the fact that I received an email informing me that the investigation had been completed and closed and that no action had been taken.  Then, when I called MULTIPLE times, I was always put on hold for excessive amounts of time, transferred to other departments, and in general given the run around and no statisfactory answer.  My CC has now been credited for the purchase as of 7-23-13 and this is a satisfactory solution.  Thank you BBB for you help in the matter.  I received no legitimate response until the BBB was involved.  I believe that without the BBB's involvment I would have been defrauded of my purchase amount.

Regards,

 

***** *****

 

 

 

7/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of special release shoes (foamposites) and instead I was sent a pair of Jordan's that came out the same day with no invoice or return shipping label. They will not exchange the shoes for the ones I ordered since they're sold out and I can't do a whole refund or refund of the difference at a local store. They only option they give me is to return ship the shows I was sent and wait 3 weeks for my money to be refunded. And the only compensation they offered me was a $40 gift card. Even after I told them I just decided to keep the shoes I have to return whip them and wait for them to verify the product before they would refund the difference and send the shoes back to me. So basically I wrestled with their website for an hour and thirty minutes to let them borrow $300 for basically a month since it'll take at least 3 weeks for them to receive the items and refund my money

Desired Settlement: Since I was not at fault they should allow a local store to verify what I was sent and refund me the difference. If they cannot guarantee that I will receive the item I ordered especially a special release that will probably sell out, they should find a better way to guarantee that I receive the correct product. I shouldn't be out off $300 for a month because of a mistake their shipping department made and a $40 gift card doesn't compensate for something of this magnitude.

Business Response:

Better Business Bureau

Attn: ******* **********

***** **** ********** ******

********** ** *****

RE: Case #******* * ****** *******

Dear *******,

I have received your correspondence and reviewed the information in Mr. *******’s account.  We were very sorry to hear that we shipped the incorrect item on Mr. *******’s order.  We would typically send a replacement order out immediately when this type of error is reported, but in this case, unfortunately the item was no longer available at the time we were made aware of the issue on July 3rd.  For this reason, we compensated Mr. ******* with a $40 gift card for his inconvenience, which is above and beyond what we would normally issue for a wrong item received, due to the fact that the item he originally ordered was no longer in stock.

Mr. ******* did contact us again on July 4th stating he would keep the shoes but wanted a refund for the price difference between what he ordered and the item he states was received.  At that time our customer service staff did let him know that we would need to receive the item back to verify what he received before we could issue a refund for the price difference.  I apologize if this is an inconvenience for Mr. *******, but we do sell the item he states he received at several different price points, with a minimum price difference of $130 compared to the item he originally ordered. Without viewing the product, we are unable to confirm what was received and issue an appropriate price adjustment.  Of course, if Mr. ******* does not wish to keep the item he received, we would be happy to issue a full refund upon receipt of the item in our warehouse.

We entered Mr. *******’s request for a prepaid UPS label on July 3rd and in his return, he should indicate whether he would like a full refund, or the difference between the two items with the shoes then returned back to him after they have been reviewed.  Again, I am very sorry for any inconvenience this situation has caused to Mr. ******* and we look forward to resolving it for him upon receipt of his return.

Thank you for your time.

Sincerely,

*******

******** ******* **********

7/7/2013 Problems with Product/Service | Complaint Details Unavailable
7/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed a order online on Eastbay on 5/30/2013 more than enough time for myself to order and receive this fathers day gift for my husband a pair of shoes in size 16 which is hard to find and not alot of people have that size so I was excited to see and buy them. I then received am email stating the product was on backorder and would ship on or after June 10th I explained to my husband that he might not get it for fathers day but that following week he was ok with that as he really wanted those shoes. everyday after the 10th I would either call or go online for a update everyday nothing. Then on June 18th at 7:33pm in the evening I get a email stating the product is no longer available how is that when 1st the shoes weren’t even out yet and if the product was no longer available why is it in this months catalog I am really upset because of the false advertising of the item and my husband is really bummed because 1st no gift for fathers day and 2nd hard to find shoes his size that he likes so this was a real downer for him this has made us not want to do business with this company and have expressed my distaste with this company on my blog and social media sites. Fix this by giving a 40% or more discount and free shipping on my next item I purchase if I even want to do business with a company that advertise a item they don’t even carry

Desired Settlement: A discount of 40% or more and free shipping on the next item i purchase from this company

Business Response:

June 20, 2013

Better Business Bureau

Attn: ******* **********

***** **** ********** ******

**** ***** **  *****

RE: Case # ******* – ***** *******

Dear *******,

I have received your correspondence and reviewed the information in Ms. *******’s account.  Her order was originally placed on backorder on 5/30/13, and our website does normally notify customers at the time their order is placed online that an item is on backorder.  We sent the following e-mail to Ms. ******* the next business day with the details of her backorder:

E-Mail Address: ********************            5/31/13

MESSAGE:

Dear *****,

Thank you for your order.  We are currently out-of-stock, however you should expect to receive this item within 2 weeks of the backorder date printed below.  Unfortunately, backorder dates can change or products can be cancelled by the manufacturer.  If you have any questions, please call us at ###-###-####.

Sincerely,

Eastbay

Customer #********       Order #********

Product                 Description                                                      Expected Date

********  16.0          NIKE FREE TRNR 5.0-RY/SL/WH     06/10/13

We did have a pending order with Nike for a shipment of these shoes at the time Ms. ******* placed her order, but on 6/17/13, Nike notified us that they would not be producing the shoe and would be cancelling our shipment.  At that time, we notified all customers who had pending orders for the product that their order had been cancelled.

I am very sorry we were not able to fulfill Ms. *******’s order, especially since it was for a gift.  As stated in the postcard above, at times the manufacturer may make changes to backorder dates or product availability.  It is our top priority to notify our customers with pending orders as soon as we are made aware of these changes. 

In regards to the product being pictured in a recent catalog, this can sometimes happen because our catalogs are printed 2-3 months in advance.  When changes of this type are made and catalogs have already been produced or mailed, we are unfortunately unable to pull a specific item from that edition.

We normally offer customers with cancelled backorders a 10% discount on a substitute item as compensation for the inconvenience, as they are notified that their backordered item may end up being no longer available.  In consideration of Ms. *******’s experience and her frustration with the situation, I am happy to offer her 30% off and free 2 business day shipping on a substitute item.  (Any items that are excluded from discount are labeled as such on www.eastbay.com.)  I will document this information in her account and she will need to place her order by phone to receive these offers.  Again, I apologize for any inconvenience this situation has caused to Ms. *******.

Thank you for your time.

Sincerely,

*******

******** ******* **********

6/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered an item and was charged for priority mail shipping to an APO address. The item was shipped Space Available Mail. The company has acknowledged a mistake on their side but will not refund the shipping amount. They state that they will change the notification of Priority Mail shipping to Space available. Priority mail to APO does not cost more than Priority to anywhere else in the United States. I ordered the item based on the shipping type so that I could have the item in a timely manner for an event. They item took 5 weeks to deliver. I contacted a representative after 3 weeks of waiting and was told it was on the way and to give it up to 6 weeks. At that point, I ordered from another retailer who DID ship it priority and I received the other item within 1 week. It took 5.5 weeks for the item from this merchant to arrive.

Desired Settlement: Refund of Shipping costs.

Business Response:

June 24, 2013

Better Business Bureau

Attn: ******* **********

***** ** ********** ***

********** ** *****

RE: Case #******* – *** *****

Dear *******:

I have received your correspondence and reviewed the information in Mr. *****’s account.  I apologize that his order shipped with requested APO/FPO shipping did not reach him in the 1-3 week guideline shown on our website.  Most orders shipping via this method do reach customers within 1-3 weeks, but in isolated incidences, USPS may encounter unavoidable delays related to APO/FPO military mail deliveries. 

For his inconvenience, I am happy to refund the $7.99 shipping charge back to Mr. *****’s credit card.  He should see this credit appear in 1-2 billing cycles.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

*** *****

 

 

 

6/24/2013 Delivery Issues | Complaint Details Unavailable
6/14/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed a order on 05/29/13 for 5 pairs of shoes. And eastbay offer 20% off for all order over $99. They asked for billing address at the time of ordering and a option to ship to a different address. Which I type the billing address is mine and the shipping address to my daughters house. So I got a call from a rep from eastbay which I didn't received. I call back after listening to my voicemail with all the info ready. They ask for my name which I verify with them. Ask for my billing address which I provided to them and ask for my shipping address I also provided to them. And they questioning me that why am I shipping all those shoes to my daughters house, how come I dont ship it to my own place. But they had an option to let me shipped to another addresss. And they say I didn't provide the correct address and they said they got on the phone with the bank and my info didn't get thru. But I did give them the correct info and they told me they will cancelled my order because there were conflict of info provided. So I hung up the phone with them and call my bank and told my bank the problem. And I told my bank to stay on the phone with me a did a conference call with eastbay so they can verify me. So I was on a conference call with eastbay and chase they said they can no longer place my order n can no longer use my chase bank card to purchase with them. So please help me solve this problem. I dont know where the problem is.

Desired Settlement: Send my orders!!!!!! Customer number ********

Business Response:

June 2, 2013

Better Business Bureau of Wisconsin

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* * **** **** ****

To Whom It May Concern:

I have received your correspondence and reviewed the information in this account.  Our Payment Verification Department has a series of checks and verifications they must follow for a customer’s order to be released for shipment.  They performed these verifications on this customer’s order, and based on that information, cancelled the order and flagged the account as ******* ***** Payment Only. 

Unfortunately I cannot detail the specifics of the process we follow to verify and release our customers’ orders as it is confidential information, but at this time, we are unable to accept any credit card payments for this account.  ******* ***** is the only payment method that will be accepted.  If the customer would like to replace the order, it will need to be done as a ******* ***** order.  I apologize for any inconvenience.

Thank you for your time.

Sincerely,

*******

******** ******* **********

5/20/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 pair of Air Max 90's from the eastbay website on 4/26/2013 and paid $205.46 including $9.98 for 4-6 day UPS shipping. Come to find out UPS delivered them to the Post Office on 5/4 but since then the shoes have not been delivered to me! East bay took my money and I have no shoes, and of course the post office doesn't know what happened to them. The tracking number they sent me from ups only updates as far as the post office **********************. I called into Eastbay and every time they told me to wait another day, but I'm fed up waiting and had them open an investigation which they said could take up to a month! If you could help me in this matter it would be greatly appreciated.

Desired Settlement: First I would like to have the shoes, either find out what happened or redeliver them to me direct via ups or fedex. If not I want my money back on my debit card. Thanks

Business Response:

May 9, 2013

Better Business Bureau

***** **** ********** ******

********** ** *****

RE: Case #******* * **** *******

To Whom It May Concern:

I have received your correspondence and reviewed the information in Mr. *******’s account.  I see that a delivery investigation was initiated on 5/7/13 because there had been no updated tracking on his package since it arrived at his local post office on 5/3/13.  The most updated tracking on this package shows that it was delivered to Mr. ******* yesterday (5/8/13) at 2:45 pm.  I apologize for any inconvenience this delay caused and I welcome Mr. ******* to contact us if he has any further questions or concerns.

Thank you for your time.

Sincerely,

*******

******** ******* **********

5/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I want to report unfair sales practices of one of your vendors, East Bay. During the recent launch of the **** 11s I was mislead by costomer service. We were misled by eastbay during the launch which effectively guaranteed we could not get the sneakers. They offfered no remedy.

Desired Settlement: We were miaslead by eastbay when we called their attention to the failure of their website which froze. We had logged in 30 ninutwes wearlty. We were told As a nike shareholder, please get better vendors.

Business Response:

April 30, 2013

****** ******** ******

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ***** **  *****

RE: Case #******* – ***** *******

Dear *******:

I have received your correspondence and reviewed the information in Mr. *******’s complaint.  I apologize that he was unable to purchase the ****** **** during our recent launch.  As with all product launches, it is a first-come-first-served process, and there are many more customers trying to order these high-demand items than there are items available.  Unfortunately not all customers will be able to successfully purchase the product they wish to buy.

We did not have any widespread website issues that affected this launch.  Due to hundreds of thousands of customers all trying to order a product with limited availability at the same time, it is necessary for us to only allow a designated number of customers through the checkout process at a time.  Although customers may be able to click on a size and add it to their cart, a sale is not final until the checkout process is completed.  If a customer is not able to reach the checkout portion of the process, it means that all available inventory was sold to customers who added the item to their cart earlier and were closer to the “front of the line.”  (This oftentimes happens in fractions of a second after the shoes are launched.)  We did not have any system issues affecting this launch; unfortunately there was just not enough product available for all interested customers to purchase a pair.

The information I have explained above is also available to all launch customers on our website at the time an item is being launched.  (I have included a copy of this webpage for review.)  It fully explains our launch process, including what customers can expect while they are trying to order a launch product.  I see in Mr. *******’s account that this information was also explained to him in September 2012 when he contacted us due to not being able to order a launch product at that time.  Our eCustomer Care department also directed him to clear his cookies and caches in his internet, refresh the page, or open a new internet browser if he was experiencing computer issues related to placing an order on our site.

I apologize that Mr. ******* was unable to purchase the ****** ****, and we understand his frustration as many other customers were also not able to complete orders for this launch.  I would recommend that he read through the attached online launch explanation and feel free to contact us if he has any additional questions.  We do not offer compensation to customers who are unable to order launch products as it is a first-come-first-served process.  I apologize for any inconvenience this may cause.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

5/6/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on 4/02/13. they never delivered anything. I have been in contact with the ever since. I was told that it was going to take 14 days for the claims department to process a refund. It has been more than 25 days now. I have been emailing back and forth with a lot of reps, they keep changing: ***** *, ****** *, ***** *, *** *, **** *, *** *, ***** *, ******* *, but they all toss me around like a hot potato. I need someone in the manager team to take this matter seriously. I can believe they are doing this to me. Back in 1994 I was a ***** ****** *** * *********'s retail store (wich are part of the same corporation, eastbay/footlocker) "100% satisfaction guarantee " has always being ********* *********** slogan I need to get my money back, these can not go around taking other's people's money.

Desired Settlement: Refund. And make their management team aware of these issues.

Business Response:

May 1, 2013

Better Business Bureau

***** * ***** ***** *** ***** ***

**** ***** **  *****

RE: Case #******* – ***** *********

To Whom It May Concern:

I have received your correspondence and reviewed the information in Ms. *********’s account.  Her original order was placed on 4/2/13 and shipped on 4/3/13.  A delivery investigation was started for her on 4/15/13 because USPS confirmed the package was delivered but she stated she had not received it.  Ms. ********* was advised at that time that the investigation would take 10-14 business days to be completed.  Her account shows that the investigation on her package was completed yesterday and a full refund was processed through to her PayPal account today.  She should see that within 24-48 hours.

            I sincerely apologize that Ms. ********* was upset about the processing timeframe for her delivery investigation, but this is the process we must follow when our shipper confirms the package was delivered to the customer but the customer states it was not received.  We use this time to work with the shipper on researching the claim to determine whether or not we will be servicing the customer with a refund. 

In regards to receiving e-mails from multiple associates, we do have a team of people who handle our delivery investigations; because they work differing shifts, they handle the customer accounts as a team and answer e-mails and questions as they come in.  It would certainly be ideal if we could have the same associate complete the investigation from beginning to end, but we pool the accounts to make sure customers are contacted efficiently and investigations are completed as quickly as possible.

We greatly appreciate Ms. *********’s patience while we completed this process and issued her refund, and we look forward to assisting her in the future.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

***** *********

 

 

 

4/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two shirts online with a grand total of $19.99. However when they arrived they were the wrong size and one was the wrong color. I was okay with the error. I understand that things happen. I called Eastbay and they informed me that I would have to place another order and send that one in for a refund. I was okay with this also, then they informed me that in order to have my shipment arrive by the date that I need them I would have to pay an additional $15.99! I really did not like hearing that. She dropped the price to $9.00. I didn't like that either but I guess since I have to have them by the 20th that you have to do what you have to do. I do not think I should have had to pay anything extra considering I ordered it the way I wanted it and it didn't go through properly. I also ordered it in enough time to be here well in advance for the occasion. I would like a refund of the extra shipping charges since I wouldn't have that charge if they would have processed it properly. While I am thinking of it the lady I spoke with on the phone was very pleasant and I think she did an excellent job. My original order number is ******** my new order acknowledgment number is ********

Desired Settlement: I want to be charged $19.99 only like my first order!

Business Response:

April 18, 2013

***** * ***** ***** *** ***** ***

RE: Case ID #******* – ******* *******

To Whom It May Concern:

I have received your correspondence and reviewed the information in Mr. *******’s account.  His original order was for two of product #6840202 – Eastbay Evapor Compression Tee in White in size XL.  The order was placed online and was downloaded directly into our system with no changes made to the items ordered.

When Mr. ******* called back in to place his exchange order, he requested one of the same product listed above, this time in a size small, as well as product #6840102 – Eastbay Evapor Compression Tee in Black in size S.  The reason that he was charged shipping and allowed to pay a reduced rate for the rush upgrade as a one-time courtesy was because the items he requested in exchange were not the same items originally ordered online.

To resolve this concern for Mr. *******, I have processed a refund for the $9.00 in shipping charged on the exchange order.  On future orders, if an exchange order is placed for different items than what were originally requested by the customer, we will need to charge all rush shipping fees at the normal rate.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

4/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of Nike cleats from Eastbay on April 7th, 2013 under order number ********* and after making the order I realized I can't wear metal cleats in my softball league. I called and tried to have the order changed but it was too late since it was being processed. I received the package on time as promised but I had to reject the package so I could get an exchange. The package made it back to the warehouse on April 15, 2013 and was told it was going to take 2-3 days to process the return. I called on April 17th, 2013 and was told it was still not processed and that it would be processed no later than today April 18th, 2013. I called today 04/18/2013 and was told something totally different that it would take 3-4 days so maybe it would be processed tomorrow April 19, 2013. In their return policy it states that for exchanges and returns "Refunds will be processed in the form of payment used on the original order. For credit card refunds, please allow 1 or 2 billing cycles for the credit to appear on your statement. GiftCards are available upon request." It has been 3 days since they have received the return and I have still not gotten a credit or exchange of my item that I requested.

Desired Settlement: I believe at this point the business first off needs to establish a set timeline that returns and exchanges need to be processed which needs to be in a fast timely manner. Second I believe Eastbay should express 1 day ship the item I need at their expense and refund me the difference between the products.

Business Response:

April 18, 2013

Better Business Bureau

Attn: ******* **********

***** * ***** ***** *** ***** ***

**** ****** ** *****

RE: Business Response to Complaint ID #******* – ******* ******

Dear *******:

I have received your correspondence and reviewed the information in Mr. ******’s account.  I apologize that this situation was not resolved for him more quickly, but at times refused packages do take longer to get back to us and be processed than normal returns.  We generally allow 3-5 business days for returns to be processed once they are received back in our warehouse, as they are processed in the order they are received. 

I see in Mr. ******’s account that earlier this afternoon, one of our supervisors placed an exchange order for him.  She charged him the difference between the original item he ordered and the new product he requested in exchange, and upgraded the order to free one-day shipping as a courtesy.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

On Thu, Apr 18 at 4:13 PM , ******* ************************ wrote:

In regards to complaint id *******.

I was able to reach a resolution with Eastbay on what to do and they were able to meet my requests. I am satisfied and the complaint can be closed.

******* ******

 

 

4/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In January of this year I sent a money order for about $72 and some change. The order was received but noted the item I needed was discontinued. The money order was cashed on January 9th. We have called and called but I have never received my refund.

Desired Settlement: My refund of $72.00 The item was discontinued.

Business Response:

April 10, 2013

Better Business Bureau of Wisconsin

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ***** ******

Dear *******:

I have received your correspondence and reviewed the information in Ms. ******’s account.  She currently has $72.98 of system credit on her account.  I do not show any prior requests to have these funds sent out as a refund check, but I am happy to take care of that for the customer.  I have requested the check to be mailed to the address on Ms. ******’s complaint and it will arrive in 5-7 business days.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

4/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ORDER NUMBER: ******** Customer Number: ******** Product :UGG MAYLIN Problem: I bought a pair of ugg in Eastbay at 12/19/2012 .I was very disappointed when I opened the box.There is a long scar about 3.5 inch on the vamp of the right foot .

Desired Settlement: I put the defect images to Eastbay, but they only accept returns. But now the shoe is in China, I can only accept gift card compensation.

Business Response:

 

March 27, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ** ******

Dear *******:

I have received your correspondence and reviewed the information in Mr. ******’s account.  The order in question was placed on 12/19/12 and delivered on 12/24/12.  The customer has already corresponded with our customer service staff and they have explained that the item will need to be returned back to our warehouse to be reviewed.  We do not have a prepaid international label (as the customer said the item is now in <st1:country-region>China</st1:country-region>), but in the event the item is deemed defective, we will reimburse regular international mail charges for the return of the item.

I understand that the customer would like this matter to be resolved as quickly as possible via a gift card, but we do need to receive the item back in order to proceed.  Our returns department needs to review the item to determine whether or not the return will be accepted, especially since it was delivered to the customer over 3 months ago.

We look forward to receiving his return back so we can move forward with our review process.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I don't ask you a full refund, only hope you return you think this defect should be worth.

Regards,

** ******

 

 

Business Response:

 

April 2, 2013

Better Business Bureau

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ** ******

To Whom It May Concern:

I have received your correspondence and reviewed the information in Mr. ******’s latest response.  I regret that he does not accept our previous response.  Unfortunately we do not issue partial refunds for customers who state the item they ordered is defective; as stated in our previous response, we need to receive the item back in our warehouse so it can be inspected.  After the inspection is completed, a determination will be made as to whether it will be accepted back as defective and a new order or refund processed.

As this order was delivered to Mr. ****** over 3 months ago, we most definitely need it to be returned back to our warehouse to be reviewed before we can proceed further.  I have left notes in his account with the above information so that our warehouse is aware what type of damage he is claiming.  This will assist them in their review of his product.

Thank you for your time.

Sincerely,

*******

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find there is no reason to continue the discussion

I will never shop in eastbay.

You can close this complaint.

Regards,

 

** ******

 

 

 

3/25/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I made purchase of order ******** Eastbay sent the wrong product. I returned product. Eastbay then refunded me $295.99 I paid $309.97 Eastbay still owes me 13.98 All calls fall on deaf ears

Desired Settlement: I want my full refund.

Business Response:

March 13, 2013

Better Business Bureau

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ******* *******


To Whom It May Concern:


I received your correspondence and have reviewed the information in Mr. *******’s account.  Due to the fact that he states he received the wrong item on his last order, I have refunded his original shipping costs in the amount of $13.98.  He has now been refunded in full for his order.  I apologize for any inconvenience.

Thank you for your time.


Sincerely,


******* ********

Customer Service Supervisor

3/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Sunday, March 10th at 11:49 I placed an order on EastBay.com which totalled $298.90, $43.94 of that being for shipping NEXT DAY AIR. I received my order confirmation email : customer number ******** and order number ********. I was expecting to receive my package on TUESDAY March 12th. On Monday March 11th at 9:35 a.m., I received an email from eastbay stating my recently placed order needs to be verified. I called ASAP and when I finally got through I gave the supposed info that needed to be verified, name and address. After "verification", the agent said my package will be mailed out and I will receive Wednesday. I also had called my bank and they did not request a hold or require additional info. I cannot get a straight answer from Eastbay as to why my order needed to be verified. I tried requesting a refund from this company because I paid for a service which was not rendered not due to any fault on my part. I paid for 1-DAY SHIPPING. According their website , orders placed on the weekend will be sent the following business day. There have been too many discrepecies with this company. I've used their chat option and the agents explanation does not add up. I have all supporting emails and chats.

Desired Settlement: I would like a refund on my shipping

Business Response:

March 13, 2013

 

 

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

 

 

RE: Case #******* –

**** ******  

 

Dear *******:

 

I received your correspondence and reviewed the information in Ms. ******’s account.  I am very sorry that she did not receive her order in the next-day timeframe she expected.  I did have a team leader in our Payment Verification Department review the order, and he confirmed that Ms. ****** should have received a phone call to discuss the order and secure the necessary verifications so it could be released as soon as possible on Monday, 3/11/13.  He will follow up with the associate who worked this order to discuss this error as well.

Due to our error, we are happy to refund Ms. ******’s shipping costs in full ($43.94) with our sincerest apologies.  We are sorry for any inconvenience and we appreciate her patience.

 

 

Thank you for your time.

 

Sincerely,

******* ********

******** ******* **********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

**** ******

 

3/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted eastbay a few hours after I made the order online. I noticed from my *** shipping confirmation the address was wrong. I went online to my account all my address information was correct. I contacted *** and they said I would need to contact eastbay and have them change the shipping address since it hasnt shipped yet only a label was created. I contacted eastbay chat support explained the issue they said there was nothing they could do. They said they could allow the package to be shipped and hope the people at the address send it back. If they dont it was nothing they could do to force them to send it back. I then contacted support by calling them and they said the samething. I then emailed the corporate offices and no one has returned my calls or answered my emails. My items are going to be delivered to an address I dont even live at on easybays mess up. THey said they cannot even refund me

Desired Settlement: I want my order sent to me overnight by the time it was supposed to get here. If not I want a full refund immediately

Business Response:

February 27, 2013

 

Better Business Bureau of Wisconsin

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ****** *****

To Whom It May Concern:

I have received your correspondence and reviewed the information in Mr. ****’s account.  His order was placed on 2/23/13 and our records show that he contacted our eCustomer Care department via chat on 2/25/13 requesting to change the shipping address on his order.  At that time, the customer care representative informed Mr. ****s that his order was in picking and could not be changed.  She also informed him that the address Mr. ****s stated was an old address was not in our system prior to this order, and it was entered online at the time the order was placed. 

This order has shipped out and unfortunately we are not able to make any changes to the shipping address.  It is scheduled for delivery on 3/2/13; if the package is not forwarded to Mr. ****s, we will be happy to initiate a package trace with *** to investigate the situation at that time.

Thank you for your time.

Sincerely,

******* ********

Customer Service Supervisor

Consumer Response:

The reason I waited to contact support on 2/25 was that was the day I got the shipping confirmation from *** which showed the incorrect address. The confirmation I recieved from eastbay had the correct address. This is why this is an issue. My address on my online account and the confirmation eastbay sent has my correct address. They chose to ship it to the old address. Furthermore I cheked the box shipping is the same address as the billing address when I submitted it online. This further valadates my claim as if the address they used for billing was the same as the old address my card would have declined


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

 

 

Business Response:

March 5, 2013

Better Business Bureau

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ****** *****

To Whom It May Concern:

I have received your correspondence and reviewed the information provided by Mr. *****.  In regards to the shipping address for this order, we did not have this address on file as the billing or shipping address for any previous orders in Mr. *****’ account.  Our system is only able to default to addresses that were used on prior shipments; as this is the first time this address was used on an order and it was placed online, the order downloaded into our system with the information that was entered at that time.  I apologize that we are not able to change shipping addresses on *** Surepost packages that are in transit.

Current tracking on Mr. *****’ package shows that *** turned it over to his local post office on 3/1/13 and that **** has forwarded the package per a mail forwarding request on file for this customer.  At this time, **** is stating the package is still on its way to Mr. *****.  If the package is not delivered to him successfully, we would be more than happy to assist him further and submit a package trace to ***/**** on his behalf. 

Thank you for your time.

Sincerely,

******* ********

Customer Service Supervisor

3/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an egift card on Eastbay.com on the afternoon of February 15 for the amount of $50 to be delivered via email. I verified the order on the phone with a customer service representative later that evening. I was told the egift card would be delivered via email between one and three hours. Sunday, February 17, it had still not been delivered so I called the customer service number and was told that it would Definitely be delivered via email on the next day, Monday , February 18. On Monday, the egift card had still not been delivered so I called the customer service number once again. I spoke with a customer service representative named ******** who said it would be delivered the following day, Tuesday the 19th "for sure, 100%" or the money would be refunded. Tuesday, the egift card had STILL not been delivered. I called once again and spoke with a customer service representative named **** and asked for the $50 to be refunded to my debit card. She said it would be refunded within 3-5 business days. I was never given am explanation as to why the egift card was never delivered and I feel like I was ripped off.

Desired Settlement: My only desired outcome is an explanation for why the egift card was never delivered and perhaps an apology. I want other customers to understand what they are getting into when they order something for this company.

Business Response:

February 22, 2013

Better Business Bureau

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: ID #******* – ***** *********

To Whom It May Concern:

I have received your correspondence and reviewed the information in Ms. *********’s account.  I am very sorry that she did not receive the e-mailed gift card that she ordered.  I contacted our gift card department to look into this for her and they confirmed that the gift card was indeed sent out.  When our customers encounter this issue, it is usually because the recipient has spam filters set up on his/her e-mail account that prevent the e-mail from coming through.  Our representatives are trained to suggest this as a possible issue and recommend that the customer lower these spam filters to allow the e-mail to come through.  I am very sorry that the representatives Ms. ********* spoke with did not suggest this to her so that her gift card could be delivered successfully.

I did confirm that the $50.00 refund back to Ms. *********’s card was entered on 2/19/13 and should be processed within 3-5 business days.  I apologize for any inconvenience this situation caused and I appreciate her bringing this situation to our attention.

Thank you for your time.

Sincerely,

******* ********

Customer Service Supervisor

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The response from Eastbay indicated that the egift card was sent and my email filters caught it, preventing me from seeing it in my inbox.  This is not true. I am not new to email and, even without the representatives telling me to do so, I knew to check the spam, junk, and any other possible place the email could have ended up. I did not miss it, I did not delete it, it did not get stuck in an email filter. It was simply not received. I confirmed the correct email address with each customer service representative I spoke to, so I know it was the correct email address. For the Eastbay representative to simply deny fault and suggest that I don't know how to use an email or that I wasn't checking the correct filters/folders is very rude and dismissive. I sincerely doubt that this representative even looked into this case before deciding that it was an error on my part. Before simply pawning the problem on the customer, I would think that he would use this as an opportunity to, perhaps, find whatever technological glitch that is keeping egift cards from reaching their intended recipients. I would not have gone through the trouble of filing a complaint if the gift card had been received.

Regards,

***** *********

 

 

Business Response:

February 26, 2013

Better Business Bureau

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: ID #******* – ***** *********

To Whom It May Concern:

I have received your correspondence and reviewed the information in Ms. *********’s latest communication.  I sincerely apologize that she felt my previous response did not address her concerns appropriately.  In no way was I blaming her for her gift card not being received or making any implications about her understanding of e-mail.  When I originally looked into Ms. *********’s concern, I noticed that the e-mailed gift card was being delivered to a different person, so I was offering suggestions on why the card did not fully process through to the recipient’s e-mail.

Our gift card department did confirm that the gift card was sent out as ordered, and in the majority of such situations, the card does not make it to the customer’s inbox due to either spam filters or the e-mail being bounced back because our address is not in the recipient’s address book.  If Ms. ********* or the recipient of this card should opt to order an e-card in the future, I would recommend that, in addition to lowering spam filters, that ************************** be added to the recipient’s address book to ease delivery of the card.

Again, I am very sorry that Ms. ********* did not receive the card she ordered and I apologize for any inconvenience caused to her or the recipient of her gift.

Thank you for your time.

Sincerely,

******* ********

Customer Service Supervisor

3/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a "Eastbay" catalog for the first time today (2/19/13) in the mail. I di not request it and do not want to continue to receive this catalog so I called their number (###-###-####). I received an automated message that offered a $100 store credit for a nominal fee if I provided my credit card. The prompt said to press 1 if you wnated to take advantage of their offer or hold for other service required. I did not press one, and after a brief pause another automated message said that the phone number had changed and to call ###-###-####. I then hung up and called this new number. An automated message said "Free 411" and then said a few different services you could pick from to continue the call. Since none of them referred to Eastbay I hung up.

Desired Settlement: I no longer want to recieve their catalog and I do not want them to share or sell my address and information to any other companies.

Business Response:

February 20, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ***** ****

Dear *******:

I have received your correspondence and reviewed the information in Ms. ****’s concern.  The phone number indicated in her communication (###-###-####) is the direct line to our customer contact center, so I am unsure why she would have received the type of message she described.  We do not offer any type of store credit in exchange for a customer’s credit card number, and we would never ask a customer to submit that type of information unless they were placing a phone order with our company.

I will forward Ms. ****’s name and address information along to our circulation department to remove her from any of our mailing lists.  As our catalogs are preprinted, she may receive 2-3 additional mailings.  In regards to other companies, we do not sell or rent our customers’ information. 

Thank you for your time.

Sincerely,

******* ********

Customer Service Supervisor

3/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of Basketball Shorts for $21.99.I paid $1.10 in tax so my bill was $23.09 plus I paid $6.99 for Shipping .I received a $25.00 Gift Card from my Sister for Christmas.Excited about the shorts since I play ******* Basketball at my school I received them and they were extremely Large! I sent them back and waited 3 weeks before my Mother called Eastbay.The woman stated I will not get my Christmas Gift Card Credit in Full!They will give me a credit of $16.10!!They keep $13.98 for Shipping and a Restocking Fee that I was not aware of!!!!Merry Christmas to me!I'm very sad to receive such poor service from a company that I always shopped at your ********,WI. store and never had a problem there.

Desired Settlement: I want my Gift Card Back! It was a $25.00 Gift to me,not for you to keep!My Sister and my parents are very dissappointed in your company also!

Business Response:

February 18, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – **** ******* ******

Dear *******:

I have received your correspondence and reviewed the information in Mr. ******’s complaint.  I reached out to him by e-mail on 2/15 and by phone today to request some additional information needed to locate his order.  I spoke with his mother today and she assisted me in locating his account.  I did explain that, under normal circumstances, the charges that Mr. ****** outlined in his complaint (i.e. original shipping fees to send the order to him and the $6.99 cost for utilizing the prepaid return label) are not refundable, but because we value him as a customer, I am happy to refund those costs back to him as a courtesy.

A refund for $16.10 was previously issued, and I am now issuing a $20 gift card to compensate Mr. ****** for the additional $15.38 and his inconvenience.  The timeframe for mailed gift cards is 7-10 business days but I did advise Mr. ******’s mother that it may arrive sooner as we are mailing it from Wisconsin.

I thank Mr. ****** for his patience as we resolved this issue for him, and again, I thank him very much for shopping at ****** ******.

Sincerely,

******* ********

Customer Service Supervisor

2/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Eastbay exhibits poor professionalism as a company. I received a notification of shipment in which I ordered 3 items. Several days later, I was notified by ****** that Eastbay issued a refund for one of the items. I did not receive any notice from Eastbay, nor any apology or explanation whatsoever about why this item was refunded. This should have been clarified before shipment. I will not deal with this company again.

Desired Settlement: A significant turnaround in customer service practices with transparency as key.

Business Response:

February 5, 2013

 

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ***** *******

Dear *******:

I have received your correspondence and reviewed the information in Ms. *******’s account.  I am very sorry that she did not receive notification when an item was cancelled from her order due to unavailability from the manufacturer.  It is our normal process to notify customers when we cannot fulfill an item on their order, and I do see in her account that this notification was not sent out.

I have forwarded Ms. *******’s account information along to the correct party to find out why she wasn’t notified so this problem can be corrected.  I apologize for any inconvenience this may have caused.

Thank you for your time.

Sincerely,

******* ********

Customer Service Supervisor

2/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 12/31/12 i order a shoe online at eastbay.com at 5am PT. i tried to cancel it, after 10-20 minutes i called customer sevice and i told them i would like to cancel it because it is not the size that i like , there is an error on the system because it was 2 pairs of ** * ****** shoes with the same size 12.5. i do not need to same style of shoes. at 1st i thought it was cancelled after talking to customer service, and she confirmed it was cancelled. you or they can check the recording of our conversation to make sure. i hang up the phone and go on with my day. and at 5:34am and 5:35 am got an email from eastbay, it was order confirmation. well what can i do. just go on and wait for the package and return it. and it arrived 01/09/2013. at 4:26 pm. with seperate boxes. 2 boxes for the same company. same time i ordered. shipping is $7.99 cents per box. why it has to be shipped separately? they whant me to pay more. ok i opened while opening it i took a video, i did that because i had an issue with another shoe store, i just whant everything is clear. inside the box is only the shoes and no receipt and return label. is that how shopping now a days. how can i be sure that it was the item i ordered, and it is authentic. i called customer service the 1st time about this and she said she can email the receipt and it will take 24 hours before i will receive it. i said ok, i will think about it 1st if i will return it. it will take 24 hours for the email receipt another weak to ship it back to the warehouse and 3 business days for the refund. it will take me 11 days for the refund, 2nd time i called the customer service 6:30pm PT. i talked to the agent and i asked her if i will return the package am i going to get the full refund. she said no. because they shipped it already. i told her why would i pay the shipping cost if you shipped it with out the receipt. she asked me if i whant to talk to her sepervisor, i said yes, i told the supervisor my point. and she still insisting that they will not give me the full refund, because they did shipped the shoes, i told her no the package is not complete with out the receipt, that i have doubts of the authenticity of the items, she said we can email you the receipt you will receive it within 48 hours, now i told her why is it the agent i spokd earlier said 24 hours only, then again explanation galore. i asked her again i would like a full refund because you failed to ship the complete package. she was firm with the no, so now that is my problem. this customer service dont understand the consumers taht it is important to have the receipt with the item the moment you shipped it, make sure its complete. now its a complaint of services and failure to provide invoice. wich one should i choose. or failure for refund policy. so much i can think of. pls help me with this.. thank you..

Desired Settlement: i would like my desired outcome for this headache and waste of time , for them to give me a full refund . and reserve to pairs of ****** 13's color black red. size 13. i am not asking them to give it to me i will pay for it. that is the shoe to be release this 01/12/2013 the shoe i would like to buy from them, even if i have problems with them i will still buy from them, for the record. i just want to be fair, i know its business. that is why im paying, im only asking them to secure me the shoes that i like and ship it to me. now with receipt. thank you..

Business Response:

January 10, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ****** ***

Dear *******:

I have received your correspondence and reviewed the information in Mr. ***’s account.  I do see that two orders were placed online for the **** ** * in size 12.5 at 7:34 am CST on 12/31/12 and that Mr. *** called in at 9:00 am CST to request that both orders be cancelled because he had ordered the wrong size.  He spoke with *****, a team leader, and she confirmed that she could try to cancel the orders but that there was no guarantee it could be done because both orders were already being processed.  ***** informed the customer at that time that, if we could not successfully cancel the orders, they would need to be returned to our warehouse once they were received.  Unfortunately we were contacted too late in the process and neither order could be cancelled.

The two pairs of shoes were shipped separately to Mr. *** because he placed two separate orders online.  They are invoiced independently of each other and ship in separate boxes.  If they had been placed on the same order, they would have shipped together in one box.

I apologize that Mr. *** is upset that he did not receive an invoice in his box and I see in his account that he spoke with ******, one of our team leaders, on 1/9/13 about this concern.  Due to the fact that many of our customers are shoe collectors, our warehouse automatically double-boxes any launch or marquis item to prevent the shoebox from being crushed or damaged while in our warehouse.  For this reason, these orders do not come with invoices inside, as they are not reopened once they are double-boxed.  As ****** relayed to Mr. ***, we are more than happy to send a new invoice (via postal mail, e-mail or fax) to any customer who requests one.  At that time, Mr. *** stated that he wanted to return both orders for a full refund, including original shipping costs, because he hadn’t received an invoice.  ****** informed him at that time that, since the product was delivered to him as requested and as ordered, and since we were offering to send an invoice, original shipping costs would not be refunded.

To resolve this issue for Mr. ***, I am happy to refund his original shipping costs for both orders if he wishes to return them.  I will flag his account with this information and when the items are received back in our warehouse, he will be refunded the full purchase price of $131.89 for each order.  Please be advised that, under normal circumstances, original shipping costs are not refundable except in cases where the customer received an item different from what is on their order.

In regards to Mr. ***’s desired settlement, as stated above, we are happy to issue a full refund upon receipt of his returned orders.  Regarding his request to have two pairs of the ****** ***** 13 launching on 1/12/13 reserved, unfortunately we are unable to reserve any launch products or place special orders for any customers.  If Mr. *** wishes to purchase this shoe, he will need to follow our normal online launch process and place his order online the day the shoe releases.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ***

 

 Hi, I reject definitely. Because this is not a valid reason that you just can send the item with out receipt. I spoked with two customer service. Different calls i made. Really this boxes you do not usually send with invoice? So you are telling me that I can wait for the shoe to arrive before i pay? Because it doesn't have the receipt. I paid 1st right? So you send the item complete with receipt. And note this. I called again to tell and ask why it be item is here with out the receipt. And their answer is different from you. Yeah right i called to late to cancel it? Or its paid that is why I can not cancel it? Or you do not whant to do extra work by canceling it? All of them. So triple the box put the receipt on the second box. You charge shipping anyway. Unacceptable reasoning obviously its an excuse. And for the the return topic, if you only make sure its complete with receipt in the box i will not have any doubts with its authenticity. And any purchase there is a receipt you know that. It should not be to follow by mail or email. Is it that expensive to print the receipt and put it in the box? Is that take an hour checking to make sure its complete with receipt? This is a limited release so be carefull with it. Collectors are sensitive. We have standard and criteria also. Now about the full refund/ shipping cost. Well thank you very much for shouldering the cost. As if i made the mistake here, im doing you a big favor. Your supervisor keeps on insisting her policy. Including her continuous deep breath, showing that to a customer? Negative feedback. About the shoe reservation on the ****** 13's. this would not happend it the 1st place if you graciously assist my call to cancel my order. Just call the warehouse. Do not just talk to your supervisor or manager its for sure they will not do anything. From what I remember I called and your agent told me that it was cancelled at 1st. My 2 nd call to make sure it was cancelled then it was not she verified. Check the recording pls. Thank you if you can do that. Yes if you only do your job correctly by assisting and helping me all of this will not happend.  I still have the money to buy that ****** 13's if you only do your job. I am not a millionaire to have that extra cash out of my pocket to buy the ******s 01/12/2013. My payment with you is completed so why not? you caused me this inconvenience. Right? I am not asking for it for free. I am paying. The only thing/problem is i don't have that money rotgut away. My money is with you. Do you understand?  If you make a mistake correct it. And make up for it. I did not whanted this to happend. I did my part correctly i ordered 1st . 2nd i pay. 3rd i called customer service to cancel it. Said yes it was cancelled. 4th just to make sure i called again but its not cancelled. So you leave me with no choice but to accept it. 5th i got the package with out receipts. Now, I called customer service 1st call it will take 24 hours for just the email receipt. 2nd call with the supervisor it will take 48 hours now. So what can I do with this shoe? Sell it with out the receipt? How can inlrove its authentic?. And returning it in your warehouse will take a weak or more. So How can I get that extra money to buy the ******s? Tell me how? The release will be 01/12/2013.? In whant to save money not to spend more buying online **** or **********, re sellers  triple the price. Pls do not pass the burden on me. It's your parts mistake not mine. You are not doing me a favor by reserving the ******s. You did not do your job that is why this happend.your services did not assist me correctly.that should be a special service to the customers, that is why they are called customer service . That's the point. Thank you.

Business Response:

January 14, 2013

 

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ****** ***

Dear *******

I have received your correspondence and reviewed the information in Mr. ***’s rejection of our previous response.  I apologize that Mr. *** does not agree with our process of not including invoices in launch products.  As I previously stated, we are more than happy to provide invoices for customers who wish to have one for their records or to include with a return.  Our customers also receive an e-mailed confirmation of their order, which details their order total and the items that are being shipped to them. 

I can assure Mr. *** that any products **** ******, Inc. ships to our customers are authentic.  Generally the only time authenticity needs to be proven is when, as Mr. *** referenced in his latest correspondence, our customers wish to resell the product to another person.  As our company is not a wholesaler and we do not sell products to be resold, we do not have a burden of proving authenticity for resale purposes.  I apologize if not receiving an original invoice affects Mr. ***’s ability to resell our products, but our current process is not to include an invoice within the boxes of launch products.  Of course, if any of our customers are concerned that the product they received from us for personal use is not authentic, they are welcome to return it back to our warehouse for review.

            Regarding Mr. ***’s request on 12/31/12 to cancel his orders, I did check the documentation on this call.  Mr. *** called in and spoke with *****, one of our Team Leaders.  He stated that he wanted to cancel his two orders placed earlier that day because he had ordered the wrong size.  ***** stated that she could attempt to cancel the orders but there was no guarantee it could be done.  She confirmed that, if our warehouse was unable to stop the orders from shipping, Mr. *** would be responsible for returning them back to us for a refund.  ***** contacted our warehouse at 9:15 am after speaking with Mr. ***, and they confirmed later that day that the orders were too far along in the process and had been shipped out.  

I understand Mr. ***’s frustration that his order could not be immediately cancelled when he called in, but unfortunately the process of canceling an order in picking does take some time.  Primarily, our warehouse needs to determine where in the process the order currently is, and whether it is early enough to keep it from shipping.  At times the order is further along in the process than what our system shows, and it has already shipped out.  As ***** stated to Mr. *** when he called on 12/31, we were unable to guarantee whether we could cancel the orders, and unfortunately they could not be cancelled.  We do understand that our customers sometimes make errors when choosing sizes on their online orders, and we make every attempt to rectify that situation prior to shipping if at all possible.  ***** and our warehouse did all they could to accommodate Mr. ***’s request to cancel his orders, but unfortunately, it was not possible.

As stated in my earlier response, Mr. *** will be refunded for 100% of his charges on these orders if he wishes to return them to our warehouse.   I understand that Mr. ***’s desired resolution is to have the next launch product reserved for him to purchase, but as we previously stated, we are unable to reserve any launch products.  All customers must place their orders online at the time the products are launched. 

I apologize that this situation cannot be resolved in the manner Mr. *** would like, but in our responses to this complaint, as well as the other complaints Mr. *** has filed with the Wisconsin BBB about these concerns, we have addressed Mr. ***’s questions and explained our current processes.  We have also made a reasonable offer to accept his returns back due to the wrong size being ordered online, and reimburse him for all of his original and return shipping costs.  As was previously explained to Mr. *** when he called in, normally original shipping and return shipping costs are non-refundable if the customer has received the item they requested when they placed their order, but we are happy to make an exception for his inconvenience.  His accounts have been updated with all of the information in our responses so our customer service and warehouse staff are aware of this information.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ***

 

 1st every purchase it has to have the receipt, why are you saying that the item you shipped is guaranteed authentic? With out receipt? So why are your store do not accept return and exchanges purchased from your website? Read and check ********** return and exchange policy. It's obvious you just make excuses and just reason out. I called customer service about this and as always no help done. Now the burden is on me to wait for  10 days or more for the return. If you only do your job and carefully implement and follow your company policy this will not happen. I paid in full amount so in return I should receive complete package. What is hard to understand there? I missed buying the shoe that I want because of your mistake. I asked other companies customer service about this and they all send the item with receipt, including **********.com. And they did have send the shoe with out receipt. And the other order have receipt. Clearly you do not know what you are doing. Complaints are being made because of this companies who do not care about their policies. Employees is not well supervised that is the reason for this problem. You do not really care. You only care about selling and get paid. What I said about re selling is very difficult because it doesn't have the receipt and I will not waste my time doing that. Can your company get another customer relations personnel who is a shoe collector also? Not like this. You do not know how it feel. Thank you

Business Response:

January 18, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ****** ***

Dear *******:

I have received your correspondence and reviewed the most recent information provided by Mr. ***.  As stated in all of our previous responses, at this time, original invoices will not be included with launch items.  This is not an error, it is our current policy.  If Mr. *** wishes to order a launch product, he should be advised he will have to request an invoice from our customer service staff; we are happy to provide one.  I apologize if this policy impedes Mr. *** from reselling our products but as I stated in earlier correspondences, we are not a wholesaler and we do not sell items for resale.

In regards to in-store returns, any item purchased on our websites can be returned to a **** ****** store with an invoice.  We are happy to provide an invoice upon customer request.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ***

 

That is the problem  again your **********  store does not accept return and exchange. Try to call ****** ***** ** **********. 

Business Response:

January 28, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ****** ***

Dear *******:

I have received your correspondence and reviewed the most recent rejection filed by Mr. ***.  I apologize that he was unable to return an item to the ****** ***** **** ****** location.  Mr. *** filed this complaint against Eastbay, and Eastbay orders cannot be returned to store locations.  All Eastbay invoices contain return and exchange instructions instructing customers to return items back to our warehouse, as well as a prepaid label that customers may opt to use for their convenience.

If Mr. *** is referring to a **** ****** purchase he was unable to return to the ****** ***** location, the following information would assist us in investigating the matter further.

·        The date he tried to make the return

·        The item(s) being returned

·        The date the item was originally purchased

·        The reason that the store provided for not accepting the return

·        Whether proof of purchase was provided at the time of the return.

Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ***

 

 It came from you that I can return it in store right? Eastbay and ********** are sister company? Do you have a store in **********? Do you whant me to travel? I tried to return it the day the shoes can, as i rememember it was January 9 2013. It doesn't have receipt rememember you shipped the shoes with out receipt. What I have is the email order confirmation. If i clan do every day return i will try that. But I hav work and things to do. Store employee just said they do not accept online returns. Even online purchase from **********. I even called ********** and they could not do anything. Now you must read your companies return and exchange policy. This is to much already. I can't believe this kind of policies not implemented.

Business Response:

January 30, 2013

Better Business Bureau

Attn: ******* **********

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ****** ***

Dear *******:

I have received your correspondence and reviewed the most recent rejection filed by Mr. ***.  Eastbay is owned by **** ******, Inc., but Eastbay is a catalog company that is separate from our store locations.  As such, all Eastbay returns must be sent back to our warehouse.  If Mr. *** tried to return his Eastbay orders to a **** ****** store location, they were acting within policy when they refused to accept the return. 

As stated in our previous responses, we are happy to mail any customer an invoice (which would also include all return instructions) and/or a prepaid return label (if they did not receive an invoice in their package).  In addition, our full return and exchange process can be found on our website (where Mr. ***’s orders were originally placed).

I spoke with *****, the ***** ******* at the ****** ***** **** ****** location, in regards to Mr. ***’s claim that they do not accept online returns.  ***** stated that his staff does not specifically recall giving this information to Mr. ***, but that their store follows company policy and does accept online returns from customers who purchase from *******************  He said he will reiterate this with his staff as well.


Thank you for your time.

Sincerely,

******* ********

******** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ***

 

 "In regards to in-store returns, any item purchased on our websites can be returned to a **** ****** store with an invoice.  We are happy to provide an invoice upon customer request.". This came from you right? Why now you changed what you said? Yes I know ***** he was the the 1st employee i talked and asked if i can return and exchange the item i purchased from **************. He said they do not accept return and exchanges in store. I also said i read your policy online. But he said they do not accept returns, he will surely recognize me. I am always there to check out products, i even called customer service and they could not do anything. Here is your policy finishline. You can not do anything also.

 

Free Returns or Exchanges at any Store (US Only)
Take the item(s) you would like to return to any of our stores nationwide. Please bring your shipping invoice to the store for processing your return or exchange. We will exchange the item or give you full credit for the purchase price of the item. Please Note: If the item is being exchanged, we recommend that you phone the store(s) near you first to see if they have the desired item in stock. If the item requested is not available, you may still return your product at the store and reorder online. US customers can find a store near you by using the Store Locator link in the footer. In the event you do not have a store near you, please click here to find the instructions for mailing back your item(s).

 

For returns processed 90 days or more from date of shipment, a GiftCard will be issued if an exchange isn't requested. If you are the recipient of a gift, please provide your full name, shipping address and email address (if available). Returns received more than one year after date of shipment will not be accepted and will be returned to sender. At your request, GiftCards are available for all exchanges made prior to 90 days from date of shipment.

Come on eastbay this is documented.

    Business Response:

    January 31, 2013

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

    RE: Case #******* – ****** ***

    Dear *******:

    I have received your correspondence and reviewed the most recent rejection filed by Mr. ***.  As stated in our previous response, Eastbay is a separate company from **** ****** and Eastbay orders cannot be returned to **** ****** stores.  The return policy that Mr. *** included in his last rejection was for orders placed on our **** ****** website.  This return policy is not listed on the Eastbay website and does not apply to Eastbay orders.  Each company’s website lists the applicable return/exchange policy for that company and refers to orders for that company only.

    In regards to the ****** ***** store, ***** stated he was not aware of any situations in which Mr. *** was unable to return a **** ****** order to their store.  He has reiterated with his staff that all orders placed on the **** ****** website should be returnable at their store.  If Mr. *** has difficulty returning a **** ****** order in the future, he is welcome to have the store contact our customer service line at ###-###-#### at that time and we are happy to speak with them and assist them with the return process.

    This complaint was originally filed in regards to Eastbay orders placed on the Eastbay website.  Eastbay orders, as stated above and in our previous response, cannot be returned to any stores, regardless of division.  If Mr. *** has further questions regarding the return/exchange policies for our other divisions, he is welcome to visit our websites.


    Thank you for your time.

    Sincerely,

    ******* ********

    ******** ******* **********

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,

    ****** **** 

     

    This came from you, that i can return it in store , read it .

     

    ******** ******* ********** January 18, 2013

    RE: Case #******* – ****** ***

    Dear *******:

    I have received your correspondence and reviewed the most recent information provided by Mr. ***.  As stated in all of our previous responses, at this time, original invoices will not be included with launch items.  This is not an error, it is our current policy.  If Mr. *** wishes to order a launch product, he should be advised he will have to request an invoice from our customer service staff; we are happy to provide one.  I apologize if this policy impedes Mr. *** from reselling our products but as I stated in earlier correspondences, we are not a wholesaler and we do not sell items for resale.

    In regards to in-store returns, any item purchased on our websites can be returned to a **** ****** store with an invoice.  We are happy to provide an invoice upon customer request.

    Thank you for your time.

    Sincerely,

    ******* ********

    ******** ******* **********

    Business Response:

    February 5, 2013

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

    RE: Case #******* – ****** ***

    Dear *******:

    I have received your correspondence and reviewed the most recent rejection filed by Mr. ***.  As his complaint was originally filed against **** ******, my earlier responses were referencing items purchased on our **** ****** website.  When Mr. *** later stated he was referencing items purchased on our Eastbay website, I clarified that Eastbay is a completely separate company and Eastbay orders cannot be returned to any stores.  I apologize for the misunderstanding.  As I have stated in several previous responses, we are happy to provide a prepaid label for Mr. *** to return the Eastbay products he ordered to our warehouse at no charge to him.  To date, Mr. *** has not requested this label.

    To clarify again what was stated in previous responses, customers of our websites are welcome to return any online orders to that company’s stores.  For example, items purchased on footlocker.com can be returned to **** ****** stores, items purchased on ****************** can be returned to **** **** ****** stores, etc.  Eastbay orders can only be returned to our warehouse by mail.

    Thank you for your time.

    Sincerely,

    ******* ********

    Customer Service Supervisor

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,

    ****** ***

     Thank you i guess you tried to read your companies policy **********. And you are really sure I can return and exchange  the item in that store. I have a complaint also with ********** 1st. Then eastbay. There's is no misunderstanding here. I know what your responses are i understand it. What bothers me is the excuses and the delays i have to go through for your mistakes. Just a piece of paper would save all this trouble. Im sure you have a written policy that shows that you do not include receipt when you mail your items. Can you pls provide me that policy? It's not a policy if its not written and implemented. Am i right? That's what im saying its not right that you just email me the receipt and provide return label. What about the shoes that i like and its out of stock now? It's part of quality of service to provide receipt and return label anytime someone purchase an item. And the idea of i can return the item i got from eastbay that can be returned in ********** store came from you. I did no say that. If you can come here in ********** lets meet at *********** ********** talk with ***** if he does not recognize or remember me. 

    Business Response:

    February 10, 2013

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

    RE: Case #******* – ****** ***

    Dear *******:

    I have received your correspondence and reviewed the most recent rejection filed by Mr. ***.  As stated in previous responses, the information I provided regarding store returns applied to **** *****r, as Mr. ***’s original complaint was against **** *****r.  The information in our responses to BBB complaints always reference the company that the customer filed the complaint against (in this case, **** *****r).  In my last response I explained this and apologized for the misunderstanding, and clarified that Eastbay orders can only be returned to our warehouse by mail and cannot be returned to **** *****r stores. 

    In regards to the Laguna Hills store, the manager previously confirmed to me that they accept returns for online purchases made at ******************.  As previously explained to Mr. ***, should he have any difficulties returning a purchase made from the **** *****r website to any **** *****r store (including ****** *****) in the future, he should have the store contact our customer service department for assistance at that time.  We would be happy to work with the store if there is a specific return Mr. *** is unable to make.

    Regarding invoices not being included with Eastbay launch products, I again apologize that Mr. *** is inconvenienced by this process.  It may change at some point in the future, but at this time, it is our current process and an error was not made with Mr. ***’s order.  We are not required to include an invoice in the package, but as I have stressed in previous responses, we are happy to provide an invoice upon customer request, via mail, e-mail or fax.  To date Mr. *** has not requested this information, but we are happy to provide it if he would like it for his records.

                I apologize if there was an item Mr. *** wished to exchange his Eastbay order for that is no longer available.  We sent our original response offering to send an invoice and a prepaid label for his return on 1/10/13 and in all subsequent responses, and to date, Mr. *** has not requested this information.  Unfortunately the longer a customer waits to make a return, the greater the likelihood that the new items they wish to order may be sold to other customers.  If Mr. *** would like to exchange the items he ordered, I would urge him to request an invoice and a prepaid label so we can process his return and exchange as quickly as possible.

    Thank you for your time.

    Sincerely,

    ******* ********

    Customer Service Supervisor

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,

    ****** ***

     

     I put time and effort for this kind of shoe releases. Do you think its fair that i just return it? I woke up 4 30 am PT for this limited shoe releases. That is why I want to do exchange or return in store. That time i received the shoes. Come on eastbay be sencitive on this matter. I am not asking a favor from you. I am a regular customer. Who is trying every limited shoe release to add my collection. You are saying its not an error not to include receipt in the box on online orders? Lets ask department of trade if that is allowed. That customers have to request for their receipts and return label? And you are just sending email receipts?.I am dissapointed with this shopping experience with you. I missed a lot of shoe release because of this. It's not about the money anymore. It is about my shoe collection. Do you have any customer care? I can not see that. 

    2/4/2013 Problems with Product/Service | Complaint Details Unavailable
    1/23/2013 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: hi, 12/31/12 i purchased a shoe from foot locker online. then it arrived today 01/08/13... i open the box and found out there is no receipt and return shipping label, supposed to be there is. i called customer service about this and requested for the invoice via email. then i waited, after an hour i did not receive the email from them, so i called again they say it will take 24 to 48 hours until i will receive the email. i told them that i whant it as soon as possible because i whant to return it in store. but they say i have to wait. and i told them that why is it the store near us dont accept returns. she said she dont know that she will ask the supervisor. and after that she said it is because in that store the employee dont know how to check the authenticity of the shoe. most of the returns can be fakes, i told her that is not what the supervisor i talked to earlier. that the 1st supervisor called the laguna hills california footlocker. and the answer of the employee there is that they dont accept limited releases. i read to her their return policy online. that what she is saying is not listed there. and also the store not accepting returns is violation of their policy. then i asked her who made the mistake for not putting the shipping label and invoice, she said the warehouse in wausau wisconsin. then i asked the zipcode. and she asked why are you going to sue us, i said no, i will just file a complaint, and then i said if you are helping me maybe not, she told me are you threatening me, i said no mam, i am just asking the zipcode, you could listen again to our conversation record. then she stopped, i think she listend to the recording, and after about 5 minuts, she cut my call. and no one call back. this company violates the return policy. you can see it in their website. footlocker.com. 2nd shipped the item with out receipt and return label. so how would i know if it is authentic? how can i return it?. customer service dont whant to talk to me. time of call is about 9:30pm PT date 01/08/13. i just whant to return the item in store to get the shoe that i whant.

    Desired Settlement: my desired outcome is for them to get the shoes that i whant, ,and follow their policies... and to respect the consumers... no more apologies. i got sick and tired of that coming from them.

    Business Response:

     

     

     

    January 10, 2013

     

     

    Better Business Bureau

    Attn: ***** ******

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    RE: Case #******* * ****** ***

     

     

    Dear *****:

     

    I have received your correspondence and reviewed the information in Mr. ***’s account.  He also filed complaint #******* on 1/9/13 and some of the same concerns were expressed in both complaints,

                In his other complaint, Mr. *** expressed concern that he placed two orders and neither order had an invoice in the box.  I explained in that response that our launch and marquis products are often purchased by shoe collectors, and for that reason, are immediately double-boxed when they are received by the manufacturer.  They are not reopened when they are purchased by a customer, so they do not include an invoice.  Mr. *** contacted us with this concern on 1/9/13 and one of our team leaders explained the different methods we have to send him an invoice (mail, e-mail or fax).

                In regards to his local store not accepting his return, some stores do have restrictions on launch products being returned to their stores due to issues with customers attempting to return counterfeit merchandise.  For this reason, these products can always be returned to our warehouse if a customer is unable to return them to a local store. 

                In our response to Mr. ***’s first complaint, I confirmed that, if he returned his orders, we would be happy to refund him for his original shipping as a one-time courtesy, as he did not feel he should have to pay that because he did not receive an invoice.  Due to the fact he states he had problems returning these items to a local store, we will be happy to also waive the $6.99 return label fee if he would like to return these items back to our warehouse. 

                There are currently a total of four orders placed by this customer on 12/31/12 for the same item, two orders in Eastbay and two in Foot Locker.  A total of three complaints have been filed with your office (two under ***elo *** and one under ********* ***, which is complaint ID #*******).  For Mr. ***’s convenience, I have documented all information from these complaints in all corresponding accounts so our staff is able to link all accounts together and is aware of what has been offered to him to resolve this situation.  He has also referenced taking legal action against Foot Locker, Inc., so all information and communications from Mr. *** have been documented for our legal team as well.

     

     

     

    Thank you for your time.

     

    Sincerely,

    ******* ********

    Customer Service Supervisor

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,

    ****** ***

      1st point here footlocker listen, by that answer in the beginning part of your response that my complaints are expressed in both complaints, let me tell you this it is because  i whant to make it clear and detailed explanation of your continuos wrong ways and practices. That every time i email you or call you ,your not doing your job. What you are doing is covering and make excuses, its because of this and that. You are only reasoning out. You are not doing anything. You are proud of your mistake that you shipped the package with out receipt? Responding with that reason, is this release a pre order system? It's not. I paid for it. It is part of your service to be sure its complete. You can never guarantee the authenticity of the item with out the receipt. I paid for it ok I paid for it. So i ordered from you it's your responcibility now to make sure my order is to be delivered. Every purchase should come with receipt. If i did not paid 1st you can do that. But I paid 1st, do you understand?. It is your lunch product marquis. So it is more expensive than the others. Why are you in a hurry taking orders? The item will not go any where, nothing will happen if you do your job correctly and in order. I am the one who must be in hurry why, it's because if i do not hurry i will loose my shoe. It happend before. It's in my cart. What did you tell me when I called? "This shoes are limited and thousands of people are buying it at the sa e time, you are not guaranteed to get it if you don't complete the payment". Am I right? Check your recordings. Like now you are in a hurry. I have different complaints and you responded in one letter. Again you are not doing your job correctly. I do not need your reasoning and excuses. What I need is action and results. If you do your job correctly i will not complain. It only shows and prove that you are not. So go back to your office review it again. My complaints. I spent time doing my complaints. Put effort on it. Be professional. Show respect to the paying consumers. That supports you. Do not treat me like im begging for your attention. You should thank me im doing survey and complaints to correct and suggest what you are not doing right and to make your service better. If you do not whant complaints relax take your time be carefull in everything that you do. Follow your protocols. Do your job correctly. Give quality care and service. Because i am paying more with your marquis products. Am I clear on this footlocker? Be Professional, take note on that .Thank you for your time. 

    Business Response:

    January 13, 2013

      

    Better Business Bureau

    ***** ***** ******

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    RE: Case #******* * ****** ***

     

     

    Dear *****:

     

    I have received your correspondence and reviewed the information in Mr. ***’s most recent complaint.  I apologize that he does not feel we are providing an appropriate response to his concerns.  As stated in our previous response, invoices are not included with launch products to maintain the quality of the shoebox as many of our customers are shoe collectors.  We did not make an error in not including an invoice with Mr. ***’s orders, as this is our normal practice for launch items.  If Mr. *** previously spoke with our staff regarding this process, I apologize this information was not provided for him so he was aware prior to placing his orders.  Again, we are more than happy to provide these invoices if Mr. *** would like them for his records, but at this time, invoices will not be included with launch products.

    In regards to our prompt responses to his complaints, we take pride in addressing our customers’ concerns as efficiently as possible.  As Mr. *** had several concerns throughout his three complaints, some of which were repeated, we took care to address each issue specifically and provide more information to help him understand our processes and what has been offered to him up to this point.  In addition, because multiple complaints were filed, cross-referencing the complaints and account numbers assists both the BBB and our company in making sure all of Mr. ***’s concerns are fully addressed and documented.

                In closing, we do appreciate Mr. *** bringing these concerns to our attention and making us aware of how these processes have affected him as a customer.  We value all of our customers’ feedback, and welcome any suggestions our customers may have as to how they feel we can improve. 

     

     

    Thank you for your time.

     

    Sincerely,

    ******* ********

    Customer Service Supervisor

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,

    ****** ***

       I reject this excuses from footlocker. Until now you do not do anything. Your store in laguna hills still do not accept returns and exchange the item i purchased online. It is clearly stated in your return and exchange policy. It is clearly a violation. My comaints are repeated its a big NO. Because i whant to be clear in everything and detailed. Im still trying to return it in the store i am most convenient going. That was it supposed to be. You are saying that its your rule or something not to include receipt? Can you provide a written policy of that from your company? I am a regular customer and i know what am I buying what I received and what should I recieve. I paid for it. I have all the reasons to complain about your poor policy, service and implementation of your policy. There is no quality of service, no quality check on the product to be shipped it has no receipt. And I have the right to question its authenticity because of lacking important document which is the receipt. You should know that. Your services is very questionable. I complaint in your website also. What did you do to assist me??? Did you do anything? Did you file my complaints and forward it to your corporate. Because its a serious concern not implementing your companies policy. Are they aware of that or they are instructing you to do it? Be sencitive in this kind of problems. It only shows that you are used to this complaints that you just take it for granted. Can someone from footlocker take time to review the policies? Come on. 

    1/23/2013 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: What a horrible experience with this company. I returned three items for three separate orders. I was refunded incorrectly for one of the three items. When I tried talking with them, they basically called me a liar. "We have no record of your item ever being returned to us." then the story changed to we refunded you for an item that I never even sent in to be returned. I returned three pairs of gloves. One Nike Vapor Jet 2.0 Or/Bk, one Nike Vapor Jet San Diego Chargers team gloves, and one Nike Vapor Jet Indianapolis Colts team gloves. I was refunded correctly for the Vapor Jet Or/Bk and for the Vapor jet Chargers gloves. Eastbay incorrectly refunded me for an item that was for $24.99 when the actual refund for the Colts Vapor Jet gloves should have came out to $70.54, with all the refunded taxes and discounts taken into account. I asked them to check the back of the return invoice and they kept changing the subject. Then the supervisor gets on and basically says the same. What a joke. No, we're sorry, or we can look into this for you.

    Desired Settlement: I would like the refund that I deserve for the Indianapolis Colts Vapor Jet gloves I returned.

    Business Response:

    January 21, 2013

     

     

    ****** ******** ******

    Attn: **** **********

    ***** * ***** ***** *** ***** *** **** ***** ** *****

     

     

    RE: Case #******* * ***** ****** ******

     

     

    Dear *******:

     

    I have received your correspondence and reviewed the information in Mr. ******’s account.  I see that he spoke with one of our team leaders on 1/17/13 in regards to this return and stated that he was not refunded back for the same items he returned to us.  Mr. ****** indicated that he had pictures of the contents of the return package he sent to us and our team leader requested that he e-mail or fax that picture in for our review.  We have not yet received that information.

                Our warehouse has confirmed that they processed a return for all items that were returned to us, but for Mr. ******’s inconvenience, I will refund him the difference between the amount paid for that item ($70.54) and the amount he has already been refunded for the item that was originally processed ($19.04).  The amount I will be refunding is $51.50.  I apologize for any inconvenience caused by this situation and I appreciate Mr. ******’s patience as we resolved it.

               

     

    Thank you for your time.

     

    Sincerely,

    ******* ******** ******** ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I just want to make clear that I did email all the information. I addressed it to ***** ****** at the *** ****. This is what I got in return:

    Thank You for Contacting Eastbay! (********************).

    from:  eCare - Eastbay <customercare@eastbay.com>
    to:  ***** ***********************
    date:  Fri, Jan 18, 2013 at 5:43 PM
    subject:  Thank You for Contacting Eastbay! (********************)
    mailed-by:  eastbay.com
    :  Important mainly because of the words in the message.


    eCare - Eastbay
    Jan 18 (4 days ago)

    to me

    Thank you for contacting Eastbay!

     

    This is an AUTO-RESPONSE to inform you that we have received

    your inquiry. Your email is important to us and we will respond

    to your inquiry in the order that it was received.

     

    If you are contacting us to change or cancel a recently placed

    order, please call ###-###-#### for immediate assistance.

    We do work hard at processing all orders quickly. Changes

    cannot be guaranteed.

     

    The general reply time for email inquiries is approximately 10

    hours during the hours of operation listed below. However, response

    time may take longer depending on Holidays and time of inquiry.

     

    Hours of Operation for responding to email inquiries:

     

    Sunday - Saturday 7:00 AM - 11:00 PM CT

     

    Please do not reply directly to this email as this is only an

    automated response. One of our Customer Service Representatives

    will respond to your email soon.

     

    Thank you again for contacting Eastbay

    I will be happy with the refund of $51.40 as this is what is owed to me. Thank you.

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

    Regards,

    ***** ******

     

    1/18/2013 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Foot locker has a policy where as they send u a gift card containing $10,$15 or $20 depending on whether you spend $100, $150 or $200 respectively. I called up foot locker customer service to see where my gift cards where because the system takes 90 days ( supposedly) to send them out to the buyers address. It was over 90 days yet I still didnt receive all my gift cards. When I had spoke to a representative a few weeks prior, she said that I had 6 gift cards coming to me after she finished checking her system.I only received 2 in all that time. I called back up 2-3 times since then and everytime i've been told something different. Approximately 2 weeks prior to today I was told that I was going to get a email with the entire list of all my gift cards...whether theyre still processing, in the mail, already been spent, etc. I still haven't received that email telling me the status of those gift cards to atleast let me know whether they're on the way , got lost in the mail, etc and I'm tired of the run around everytime I call. I been looking for these gift cards for some while now and according to their policy they're obligated to give them to me within 90 days yet that isn't what happened. This problem is with foot locker customer service VIP program in Wausau, WI 54402 phone number (800) 991-4439...just that I didnt see that choice on the drop menu so I picked the nearest foot locker to that location. All my purchases for which I am due gift cards were made in New York.

    Desired Settlement: I would like a $80 gift card because thats what i'm owed between the 4 gift cards that are unaccounted for and its ridiculous to continue waiting after I've already been waiting after the 1st and 2nd times they've told me to wait. Don't expect this kind of treatment from a loyal consumer as myself. Just ask them about my purchase history from the last 6 months. For my loyalty all i expect in return is that they uphold their policies and stick to whatever they tell consumers instead of telling them one thing and then another thing ends up happening...i really don't think that's too much to ask for.

    Business Response:

    January 4, 2012

     

    Better Business Bureau of Wisconsin

    ***** ***** ******

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    *** **** ******** * **** ********

     

     

    Dear *****,

                I have received your correspondence and reviewed the information in Mr. ********’s VIP customer loyalty account.  Our leadership staff has spoken with Mr. ******** on numerous occasions beginning in March 2012, mainly in regards to rewards cards related to purchases he made in our stores.  We last spoke with Mr. ******** on 12/31/12, at which time he stated he had not received any of his rewards cards. 

     

    I have attached a chart showing all rewards card activity for Mr. ********.  The top eight cards (in blue) are still being processed.  (Rewards cards can take up to 90 days from the purchase date to be sent to the customer.)  The cards in green have been issued to Mr. ******** and can be used at any time prior to their expiration date.  All cards in yellow have been used on prior purchases.  (Mr. ******** did state on several occasions that he has not received these cards, but we verified in our system they were all used on purchases that have his name on the receipt so they will not be reissued.)  The remaining cards (in gray) were either not issued because the purchase did not meet the minimum dollar requirement or they have expired.

     

    At this time, Mr. ******** is completely up to date on rewards cards, per this chart.  We will not be reissuing any cards or providing any further compensation, which we have informed him of as well.  ($75 in compensation gift cards has already been issued to him due to delays with receiving rewards cards.)  To prevent further delays, we reminded him to have his card swiped at the store when he makes his purchases (per the VIP card program requirements) to ensure his rewards cards reach him as quickly as possible.  If his card is not swiped, we have to add the purchases manually, which is what is delaying the prompt delivery of his rewards cards.  He has been informed that we will not be issuing any further compensation related to delays resulting from his card not being presented to the cashier at the time of purchase.

     

     

    Thank you for your time.

     

    Sincerely,

    *******

    Customer Service Supervisor

     

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I called back footlocker and an rep reviewed the list of rewards cards with me and we found out the cards that I was first told expired or not spent actually did make it to me and have been used. The issue popped up because a few of them were unaccounted for, but we went through it together and everything is fine. There was 1 card that wasn't sent to me and the rep said she doesn't know what happened but it will be emailed to me. Also, the other 8 which were the newest purchases are still being processed and will be on their way to me shortly.

    Regards,

    **** ********

     

    1/18/2013 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a pair of sneakers,they did not fit so I called eastbay to ask them just what all do I need to do,they told me to look online while we was on the phone to see if they had the size I needed,and they did have my size.So I waited for an email for about six days but never got one so I called them,I then asked for my money to be put back on my card,so they said that was no problem,I asked them if they can give me an approximate date for it to be posted,they told me no,so I said that I can call my credit card company so they can handle it for me,when I said that ****** the ****** said if I dispute it that I will net be able to ever to order from their ever again,I told her that I have been a loyal customer for over twenty years,and how can you say that to me,she than said that,that is their return policy,I didn't agree,I said do you know that you are loosing this company money and bbb rate this company with an A-plus,so how is that.I than said ok ****** said im not going to argue with you,I said I don't argue,that must be what you are used to doing.So I said ok thank you bye.I hung up than called back asked to speak to a *******,I than talked to ***** an asked her if I can get a copy of their return policy,she said it is online on their site,I said is it all that it reads she said yes,I said no moer or no less words added,she said its all their thats it,I said ok thank you bye.I read it than called back an asked if their is someone that I can speak to to give me the corporate office ******* than said no don't nobody their have that info.I than told her why,so she said she is sorry that ****** said that to me,but if I do have me cc comp.handle it for me that it will hinder me from ordering from them,I said to her do you know that you are loosing money for that company,she said well we have to pay you and your cc company,an that she will make a note of it and is that all that I needed.My feelings are now like really hurt.

    Desired Settlement: Just an APOLOGY

    Business Response:

    January 3rd, 2013

    Better Business Bureau of Wisconsi

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

    RE: Case #******* – ******* ******

    Dear *******,

    I have received your correspondence and reviewed the information in Ms. ******’s complaint.  I spoke with both ****** and ******* regarding the conversations referenced by Ms. ******, and they provided the account in question (which is actually under a customer named **** *********).  The individual that ****** spoke with on 12/18/12 was upset that she had not yet been refunded for an item she returned.  We had just received the return back on 12/14/12 and returns are not processed on weekends, which is why it had not yet been refunded.  ****** took care of refunding the order and documented the information in the account.

    The individual ******* spoke with later in the day on 12/18/12 said she was upset that, when she advised ****** she was going to dispute the charges on her original order because she had not yet been refunded, that ****** explained that would result in her account being flagged “no more orders”.  ******* explained that we do take this measure when legitimate (i.e. non-fraud) orders are disputed with credit card companies.  The caller said she just wanted ******* to know she would be reporting that information to the BBB.

    I am sorry that Ms. ****** does not agree with this process, but our Payment Verification Department does have a protocol they follow regarding disputed charges for legitimate orders that are received by the customer without incident.  It is Ms. *********’ prerogative to pursue a chargeback with her credit card company, but if she does so, she would need to speak with our Payment Verification Department regarding the possibility of placing future orders with our company. 

    I apologize that Ms. ****** felt this return should have been processed more promptly, however, as stated previously, we had just received her return and were in the process of processing it when she first contacted us.

    Thank you for your time.

    Sincerely,

    ******* ********

    ******** ******* **********

    1/13/2013 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I placed an order from footlocker.com on 23 Dec 2012 and paid a fee of $13.58 to have the ordered delivered in 3-4 business days; The order was for my Son's 16th birthday, 28 Dec. Upon my inquiry on the 27th of Dec. to verify delivery on 28th Dec. I was informed that the order would not be delivered until 2 Jan. The customer service offered an explanation that 24 Dec was not counted as a work day. The following is a copy of the order confirmation, there was no mention of any delay in delivery. To ******************* Foot Locker Hello Customer, Your order was successfully received and we're processing it for you right now! For your convenience, the items you selected are listed below with your order information. Count on receiving an additional email from us when your items ship. Customer Number: ******* Order Acknowledgment Number: ******* Order Date: 12/23/2012 Ship Method: 3-4 Day (Business Days) Shipping Address: ******* ***** **** **** ** *******, ********* *****-****

    Desired Settlement: I desire footlocker to refund the payment of this order; due to the incredible disappointment this caused my Son and the stress I endured from not fulfilling his birthday wish.

    Business Response:

    January 2, 2013

     

    Better Business Bureau of Wisconin

    Attn: ***** ******

    10101 W Green Field Avenue Suite 125

    West Allis, WI 53214

    RE: Complaint Case #******* – ******* ***** *****

    Dear *****:

    I have received your correspondence and reviewed the information in Mr. *****’ account.  His order was placed in the afternoon on 12/23/12 and he requested 3-4 business day shipping.  Due to the Christmas holiday, his order was picked up from our warehouse by *** at 6:42pm on 12/26/12, and is currently on a vehicle for delivery today.  The 3-4 business days for delivery of this package were 12/27/12, 12/28/12, 12/31/12, and 1/2/13.  (The day the package is picked up usually does not count as a full business day since, as in this case, packages can be picked up until later in the evening.)  Because weekends and holidays are not business days, this package is being delivered within the promised 3-4 business day timeframe. 

    I see in Mr. *****’ account that he spoke with one of our team leaders on 12/28/12 regarding his package, and at that time, the above information was explained and he was refunded in full for his shipping costs and issued a $20 gift card for his inconvenience.  I am happy to issue another $20 gift card with our apologies that Mr. *****’ order did not arrive in the timeframe he anticipated.  If he wishes to return his order, he would be refunded the remaining $321.33 (as he has already been refunded for $13.98 in shipping costs).

    Thank you for your time.

    Sincerely,

    ******* ********

    Customer Service Supervisor

    1/11/2013 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: My sports team had ordered **** warm-up jackets and pants in September for our fall season and due to several delays we will barely be receiving the last of our orders this week in January(1/8/13). At first there was not enough in stock of the right color, and then not enough in the right sizes, and when we did receive our jackets there was a misprint. Also, I was overcharged on my order and it took a long time to finally receive my money back. I am also unsatisfied with my sales representative because of bad customer service.

    Business Response:

    January 10, 2013

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

    RE: Case #******* – ******* *********

    Hello *******,

    I have received your correspondence and reviewed the information in Ms. *********’s account.  To get further clarification on the information in this complaint, I spoke with ****** *****, the team sales representative who has been working with Ms. ********* since September 2012.  She contacted Ms. ********* today to discuss the concerns in her complaint, and advised me that the customer is now satisfied.

    Thank you for your time.

    Sincerely,

    ******* ********

    ******** ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

    Regards,

     

    ******* *********

     

     

     

    1/8/2013 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: The shipping is slower than it should, and their customer service is horrible; they don't care about exchanges as long as they sell their products in the first place. The biggest problem is, in most cases, the shoe sizes on Eastbay are simply WRONG. But if you want to exchange your item, the process is so slow. If you simply return your shoes by using the default option ($6.**), it takes about 3 weeks for them to get to Easybay (this is what the customer service told me). Even if you buy a 2 day or 1 day return label (which is at lease as twice as expensive), it takes 2 ~ 4 days before you even get the return label from Eastbay!! So it is not a 1 or 2 day return. It is, in fact, a 5 ~7 day return. If you have used a coupon, do not expect to get exchanges. From my experience, Eastbay wants to sell products for regular prices. So do not expect exchanges on discounted items.They will simply say the requested item is out of stock. Moreover, items are not often in stock even though the website says otherwise. This is what the Eastbay customer service told me as well when I asked about my exchanges. Because of Eastbay's wrong information, I wasted my time and shipping fees (I bought a 2-day shipping label without receiving the item I requested). Simply, Eastbay does NOT care about customers. Well, in fact, even the shoes I bought and returned looked like used ones.

    Desired Settlement: If Eastbay is really out of stock of the items I requested, then like I said in the return sheet, they need to find me the items. The Eastbay website clearly shows that the items I requested are in stock (that's why I purchased a 2 day return label!!). If this information is wrong, they are simply mocking customers. The desired outcome: send me the items I requested without charging me shipping

    Business Response:

     December 10, 2012

     

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    RE: Case #******* – ****** ***

     

    Dear *******:

     

    I have received your correspondence and reviewed the information in Mr. ***’s account.  His original order was placed on 11/23/12 and shipped the same day, and was delivered on 11/29/12.  As our standard shipping time is 5-6 business days after an order ships and this order was delivered after 4 business days, it actually arrived early (not late as stated in this complaint).

    In regards to returns, our default prepaid label option does take 1-3 weeks, depending on the customer’s proximity to our warehouse in *********.  Some packages do take longer, but many packages are received after one week.  Expedited return labels will be received the same day if they are ordered by 4pm CST Monday-Friday, as stated on our website in the are marked “Returns and Exchanges”.  Mr. ***’s label was ordered at 11:52pm on 11/30/12; because it was ordered after the 4pm cutoff and it was then the weekend, the label was delivered 12/2/12.  We offer expedited return service so customers have the option of getting their package back to our warehouse faster, but labels ordered late in the evening and/or on weekends can be delayed.

    Mr. *** stated that shoe sizes on our website are incorrect; however, upon reviewing his account, there are no prior claims of him receiving the wrong size or returns made due to size discrepancies.  In fact, we show that the original order and exchange order he references in this complaint are the only orders he has placed with our company.  In regards to exchanges, we are happy to do exchanges for any items that are in-stock at the time the return is processed.  I do see that Mr. ***’s exchange order could not be placed because the item he requested was no longer available by the time we received and processed his return.  If he would like to place an exchange order for an alternate item, we would be more than happy to waive the shipping on that order (which I have documented in his account).  Regarding discounts, they in no way affect our customers’ ability to make an exchange; we are happy to place exchanges for any item that is in stock, regardless of any discounts received on the original order.

                In regards to Mr. *** stating he has received poor customer service, I do show that he sent an e-mail to us today but there was no information in the body of the e-mail other than the return message we previously sent to him.  Our eCustomer Care team did reply back and request more information so we can assist him further.

     

    Thank you for your time.

     

    Sincerely,

    ******* ********

    ******** ******* **********

     

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Thanks for the great and arrogant response. Thanks. I will do the same. No worries.

                 I have received your correspondence and reviewed the information in Mr. ***’s account.  His original order was placed on 11/23/12 and shipped the same day, and was delivered on 11/29/12.  As our standard shipping time is 5-6 business days after an order ships and this order was delivered after 4 business days, it actually arrived early (not late as stated in this complaint).

    =>  Fine thanks.

    In regards to returns, our default prepaid label option does take 1-3 weeks, depending on the customer’s proximity to our warehouse in *********.  Some packages do take longer, but many packages are received after one week. 

    =>  Why did you not tell me about this when I called? You said “3 weeks.” Full stop.

    Expedited return labels will be received the same day if they are ordered by 4pm CST Monday-Friday, as stated on our website in the are marked “Returns and Exchanges”.  Mr. ***’s label was ordered at 11:52pm on 11/30/12; because it was ordered after the 4pm cutoff and it was then the weekend, the label was delivered 12/2/12. 

    =>  Yes, I am fully cognizant of this, thanks. I ordered the label on a Friday night. The issue is that I actually ordered one on “11/29/12” on the phone. But thanks to the incomplete transaction on the customer service part, I had to order it again next day! Please have a look at your record.

    We offer expedited return service so customers have the option of getting their package back to our warehouse faster, but labels ordered late in the evening and/or on weekends can be delayed.

    =>  Would most customers who want a refund use expedited return service? Would I have used the 2-day return service had I known that my request would be declined? One thing Eastbay ought to do is to tell customers about the availability of the requested item before they actually mail it.

    Mr. *** stated that shoe sizes on our website are incorrect; however, upon reviewing his account, there are no prior claims of him receiving the wrong size or returns made due to size discrepancies. 

    =>  Yes, the sizes are wrong. Do you “actually” measure shoe sizes? I am pretty sure that you typically post what the manufacture suggests for sizes.

    In fact, we show that the original order and exchange order he references in this complaint are the only orders he has placed with our company. 

    =>  Yes, I made only one order. But from my experience as a business scholar, there are things that can be generalizable based on certain things.

    In regards to exchanges, we are happy to do exchanges for any items that are in-stock at the time the return is processed.  I do see that Mr. ***’s exchange order could not be placed because the item he requested was no longer available by the time we received and processed his return.

    =>  Then, the Eastbay website was showing false information. I requested an exchange because I saw the availability of the item on the website. Thank you very much for the false information. I wasted my money and time.

    If he would like to place an exchange order for an alternate item, we would be more than happy to waive the shipping on that order (which I have documented in his account).

    =>  Nope, Eastbay was really fast with crediting a refund to my account. It was done more than one week ago.

     Regarding discounts, they in no way affect our customers’ ability to make an exchange; we are happy to place exchanges for any item that is in stock, regardless of any discounts received on the original order.

    =>  I sincerely hope Eastbay actually does. You may want to read other reviews on the web.

                In regards to Mr. *** stating he has received poor customer service, I do show that he sent an e-mail to us today but there was no information in the body of the e-mail other than the return message we previously sent to him. 

    =>  I did NOT send the email. I posted a review on Eastbay. I am not quite sure whether my review has passed your censorship. Your system did something wrong, which annoyed me.

    Our eCustomer Care team did reply back and request more information so we can assist him further.

    =>  What do you mean by this? I am not quite sure whether I received further request.

     

    Sincerely yours

     


    Business Response:

     December 21, 2012

     

    Better Business Bureau of Wisconsin

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    RE: Case #******* – ****** ***

     

    Dear *******:

     

    I received your correspondence and would like to address Mr. ***’s concerns.  My previous response was in no way intended as arrogant, as Mr. *** stated.  His communication contained numerous concerns regarding his order and how our company handles business in general, and I wanted to make sure that all of those concerns were fully and thoroughly addressed.

    I do understand that our website may have showed that the item Mr. *** wanted in exchange was available when he returned his item to us; unfortunately, when we received his return and proceeded to process his exchange, the item was sold out at that time.  This does sometimes happen, especially in the case of high demand items, and our website is updated to show the most current availability.  In the case of high-demand items, it is possible for an item to be available one day and not available the next.  Customers requested expedited return labels for various reasons (including quicker refunds), and we do not normally check availability of the new item for the customer at the time the label is ordered unless the customer requests it.  I am very sorry that we were unable to fulfill the new order for Mr. ***, as we would always prefer to fulfill the new order as our customer requests rather than have to issue a refund.

    Product sizing that is shown on our website is provided by our manufacturers when we carry their product.  If there are any known sizing issues (such as an item running small, large, wide, etc.), we post that information in the description of the item so customers can make an informed decision regarding what size to order.  If this type of information is not listed, as in the case of the product Mr. *** ordered, that means there are currently no known sizing issues that would affect all customers.  As is the case with all catalog/internet orders, items may not fit correctly for individual customers, but that does not always mean there is a widespread issue specific to the product itself.

    Regarding the e-mail we received from Mr. ***, our eCustomer Care department left the following note in his account on 12/10/12:  REC'D EMAIL WITH NO CONTENT OTHER THAN RETURNS MESSAGE SENT TO CUSTOMER / ADVISED TO CONTACT US BACK WITH THEIR INQUIRY OR CONCERNS – eCC.  There are no other notes listed indicating we received a response back from Mr. ***.

    I hope this information resolves the concerns listed in Mr. ***’s complaints.  We certainly did not intentionally mislead him regarding inventory availability or set out to upset him in any way.  We are very sorry that we could not fulfill his exchange order due to lack of product availability and we are happy to process a refund in the amount of $14.99 to compensate him for the expedited return label he ordered.  He should see this refund posted back to his card in 5-7 business days.  If he has further questions or concerns not addressed here, we are happy to assist him.

     

    Thank you for your time.

     

    Sincerely,

    ******* ********

    ******** ******* **********

    12/17/2012 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Customer Number: ******** Order Number: ******** Order Date: 10/31/2012 Ship Method: 5-6 Day (Business Days) I purchased an order from Eastbay, and have ordered from them for over 13 years with no problems, until now. My order was for 109.13, I sent the merchandise back, because it didn't look right. It has been over 30 days and today I still don't have my 109.13 dollars back in full and if i don't get it I will sue! I want them to cancel my subscription and I will be going to rip off report and the news if my refund is not paid in full. I HATE EASTBAY AND THEY HAVE LOST A LONG TIME CUSTOMER!!

    Desired Settlement: Full refund of 109.13 VIA PAYPAL

    Business Response:

    December 7, 2012

     

     

    ****** ******** ****** ***** * ***** ***** *** ***** *** **** ***** ** *****

     

     

    RE: Case #******* * ***** ****

     

     

    To Whom it May Concern:

     

    I have received your correspondence and reviewed the information in Ms. ****’s account.  We received her return back on 11/20/12 and documented it in her account, but because there was an open PayPal dispute, we could not issue the credit until the dispute was closed.  PayPal confirmed yesterday that the dispute is now closed and we were able to issue the refund.  Ms. ****’s refund amount is $88.18 (original charge of $109.13, less the $6.99 SmartLabel fee and $13.96 original shipping charge, which is not refundable for returns of unwanted items.)

     

     

    Thank you for your time.

     

    Sincerely,

     

    ******* ******** ******** ******* **********

    Consumer Response: I will only settle for a refund of a 105.13 dollars otherwise, i must move forward with a law suit, and report you to other scam sites, the choice is yours. I not about to play any games, first they offered me 100 dollar refund, then it went to 95 dollars, then it changed to 88, next 75, now only 88 dollars. What the hell kind of scam is this? I demand that 100.13 is refunded TODAY!!!! OTHERWISE YOU WILL LOSE ME AS A CUSTOMER AND i will tell my friends and my family of this nonsense.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,

    ***** ****

     

    Business Response:

     

    December 11, 2012

     

     

    ****** ******** ****** ** ********* ***** ******* ********** ***** * ***** ***** *** ***** *** **** ***** ** *****

     

     

    RE: Case #******* * ***** ****

     

     

    Dear *******:

     

    I have received your correspondence and again reviewed the information in Ms. ****’s account.  She paid $109.13 for her original order ($95.17 in merchandise and $13.96 in shipping).  When she returned the items, she used our prepaid label, which states $6.99 will be deducted from her return.  In addition, original shipping costs are not refundable when items are returned as unwanted, such as in this case.  By deducting these two fees from the $109.13 original charge, the accurate refund amount is $88.18.

    To resolve this issue, I have issued a second Paypal credit in the amount of $20.95 for Ms. **** as a one-time courtesy, which should be fully processed in 1-2 business days.  For future orders, please be advised that original shipping costs and the SmartLabel fees are not refundable for this type of return.

     

     

    Thank you for your time.

     

    Sincerely,

     

    ******* ********

    ******** ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Thank you eastbay,

    Please forward this to them. I am dropping my complaint, and will remain a loyal and satisfied customers and take back all the negative things I spoke. Excellent Job 

    eastbay, thank you so very much for making things right. You're the best!

    Regards,

    ***** ****

     

    12/10/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: 10/22/12 (Mon.) - Placed an online order with order number ********. 10/24/12 (Wed.) 11:26 AM CST - Called Eastbay to complaint that according to their same day shipping advertisement, I should receive the package on 10/26/12 (Fri.), but the UPS tracking info shows it will be delivered on 10/29/12 (Mon.). I first spoke to a first-level customer service agent and then later got transferred to 2nd level representative, *****. At the end, I told her I will return the package once I receive it. She told me that when they receive the return package I'll have to call them and they will refund me the difference of standard shipping ($9.98) and expedited shipping ($15.97) because of late delivery, which is $5.99. I double check with her to see if she makes a note about this conversation and ask for a confirmation number of the conversation. She gave me the same order number ********. 11/22/12 (Thu.) - Had online chat with ***** first about the incorrect refund amount before shipping refund, which she figured that they miscalculated the tax, and said $1.52 will be put back onto my credit card. After that, I asked her about my previous conversation with ***** that she promised me a $5.99 refund for late delivery. ***** told me that there is no note about this conversation. First of all, I contacted them several times about the late delivery, which they had no desire to solve the problem. So I have to ordered the same thing from ****** which ****** delivered in one day. As long as Eastbay gives me $5.99 shipping refund, I wasn't going to complain about anything. However, what Eastbay does is that they shipped package late, they charged me with the return shipping for $6.99, and they either wiped out the note about refunding additional shipping cost for expedited shipping or their second level agent just made some promise without writing it down and thought their customer will forget it after a month.

    Desired Settlement: Just send me the refund as promised in the earliest.

    Business Response:

    November 26, 2012

     

     

    ****** ******** ****** ***** ******* ********** ***** * ***** ***** *** ***** *** **** ***** ** *****

     

     

    RE: Case #******* * ******* ****

     

     

    Dear *******:

     

    I have received your correspondence and reviewed the information in this account.  The customer is correct that we owe a refund in the amount of $5.99 due to shipping delays on the order in question.  I have processed this refund back to the credit/debit card that was used on the original order and the customer should see this refund within 5-7 business days.  I apologize for any inconvenience this error caused.

     

    Thank you for your time.

     

    Sincerely,

    ******* ******** ******** ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

    Regards,

    ******* ****

     

    11/15/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I have been waiting on a refund of $31.98 from Eastbay for almost three weeks now. Every time I call there is a different story as to why I don't have my money. It's not a large sum of money but it has never taken me this long to get a refund back from anyone that I have shopped with. My customer number is ******** and I have contacted Eastbay 2-3 different times about my refund. The first product that I ordered was too small, so I sent it back with a money order for the shipping amount to get a larger size. Then they don't have the size that I tried to order to replace the first order so I have to wait for the money to be credited back to my account before Eastbay can issue me a refund. I wait.... Then I call about my refund again and I am told that it wasn't issued so the representative said that he would go ahead and issue it. I wait.... Then I call again and another representative says that the guy who issued my refund before didn't actually do that, instead he issued the refund back to my account instead of my debit card. The date is November 8, 2012 and I still waiting for a refund that I first requested on October 20, 2012. To me that is bad business practices.

    Desired Settlement: I want my refund, plain and simple. I don't want to hear someone else giving me the run around.

    Business Response:

    November 13, 2012

     

     

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    RE: Case #******* – ******* **********

     

     

    Dear ******* :

     

    I have received your correspondence and reviewed the information in Ms. **********’s account.  I confirmed that we issued a refund in the amount of $31.98 back to her credit card on 11/8/12.  Ms. ********** can expect to see this refund back into her account within 5-7 business days of the original refund issue date, per normal bank processing times.

    If Ms. ********** does not see this credit in her account by 11/19/12, I would be more than happy to look into the situation further.

    .

     

    Thank you for your time.

     

    Sincerely,

    ******* ********

    ******** ******* **********

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    On Thu, Nov 15, 2012 at 6:59 AM, ******* ********** <*************************> wrote:

    As of today I have received my refund of $31.98. I thank you for helping to get my refund, it's greatly appreciated. I wouldn't go as far as saying that I am satisfied with the service that I received from Eastbay. There is no excuse for a customer to wait three weeks for a refund. Eastbay should truly consider changing their refund policy because this could cause them to lose business. Thanks for taking interest in my case.
     
     
                                  
                                                                    ******* ********** (*******)

    Regards,

    ******* **********  

    11/6/2012 Billing/Collection Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: When making a purchase on Eastbay customers are offered to purchase membership in their loyalty club at one of three levels - silver (free standard shipping, $9.95), gold (free three-day shipping, $19.95), or platinum (free 2-day shipping, $39.95). 10-2-12 I placed an order for a pair of shoes and the loyalty club platinum membership and then Eastbay ran an authorization on my debit card for the total amount of the whole order ($124.98) which placed a hold for this total amount ($124.98) on my bank card account. When the shoes on my order shipped, Eastbay appropriately requested the funds for the AMOUNT OF THE SHOES (84.99 less discount, plus tax) using the authorization run originally in the amount of the total order, $124.98 (original authorization); leaving a balance of $39.99 on the original authorization. Eastbay then INAPPROPRIATELY ran an ENTIRELY NEW authorization for the amount of the loyalty club membership only RATHER THAN REQUESTING THE FUNDS FOR THE MEMBERSHIP FROM THE ORIGINAL AUTHORIZATION. This resulted in my having a hold on the funds in my account in the amount of the total order ($124.98) which included the amount for the shoes and the amount of the loyalty club membership fee ($39.99) AND an ADDITIONAL authorization hold in just the loyalty club fee amount of $39.99. My bank actually placed the $39.99 on hold but sent a declined message back to Eastbay for this second authorization for $39.99 because it took my account negative. I had not make AN ADDITIONAL $39.99 available in my account because it was already included in the original amount authorized and funds should have been requested using THAT authorization number just as had been done for the shoes. I tried unsuccessfully to bring this to Eastbay's attention but every person that I spoke with rudely told me that the fee was declined. I have the documentation from my bank showing two different authorizations on hold at the same time; one for the total order amount ($124.98) and another for $39.99 the loyalty club membership fee. The Eastbay employees would not listen to me at all as I explained that I NEVER AUTHORIZED EASTBAY TO CHARGE ME TWICE. My wife and I have tried unsuccessfully several times to explain to Eastbay that their practice of submitting the fee by itself after already having included the fee in the authorization of total order amount is unfair and detrimental to its customers. It has been to no avail. We then had a family death and stopped pursuing it. On Friday, 10-26-12 we placed an new order and ordered the loyalty club membership at the platinum level ($39.99) again since our previous order was cancelled when Eastbay's second authorization for $39.99 had been declined by our bank because the amount was already included in the original authorization amount that was still on hold. Eastbay has AGAIN sent a second authorization for $39.99 for the loyalty club membership despite the fact that this fee is included in the authorization amount for my total order ($116.48). Therefore, now the amount of the loyalty club membership $39.99 is on hold in my bank account twice; included in the $116.48 total order amount and in a second separate authorization of $39.99 that I NEVER APPROVED. Eastbay either needs to process the loyalty club membership fee separately when the order is placed OR request the funds for the fee from the SAME authorization for the order total. Eastbay shoul NOT SUBMIT a NEW (SECOND) AUTHORIZATION for the loyalty club membership fee ONLY when that amount is ALREADY ON INCLUDED IN AN AUTHORIZATION FOR THE TOTAL ORDER AMOUNT which puts $39.99 ON HOLD TWICE.

    Desired Settlement: Eastbay either needs to process the loyalty club membership fee separately when the order is placed OR request the funds for the fee from the SAME authorization for the order total. Eastbay shoul NOT SUBMIT a NEW (SECOND) AUTHORIZATION for the loyalty club membership fee ONLY when that amount is ALREADY ON INCLUDED IN AN AUTHORIZATION FOR THE TOTAL ORDER AMOUNT which puts $39.99 ON HOLD TWICE. All this would take is a simple adjustment to the programming of Eastbay's ordering and billing system(s). Eastbay should also apologize to me for causing me the aggravation having to investigate and follow-up on a declined charge THAT SHOULD NEVER HAVE HAPPENED; THE SECOND AUTHORIZATION FOR $39.99 SHOULD NEVER HAVE BEEN SUBMITTED TO MY BANK. Eastbay should also apologize to me for its employees being so stubborn and dismissive towards me. I emailed them screenshots showing the holds at the bank just flatly refused to even look at the information and kept responding with generic boilerplate emails.

    Business Response:

     

    October 31, 2012

     

     

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    RE: Case #******* – ***** *******

     

     

    Dear *******:

     

    I have received your correspondence and reviewed the information in Mr. *******’s account.  I am very sorry that he and his wife experienced this level of inconvenience when placing their last order and had to make multiple contacts to our company to resolve the issue. 

    As our customer service representative **** informed Mr. ******* on 10/4/12, loyalty club processing is an issue that has recently been reported by some of our other customers as well.  Due to the fact that the membership is not a physical item, our system is splitting the order into two separate invoices, and subsequently, two separate authorizations.  Although customers are not actually charged for the membership more than once, for a short period of time they may see two authorizations on their account. 

    I can assure Mr. ******* that we are working diligently on altering this process to ensure that it does not continue to inconvenience our customers.  In the meantime, I would like to offer my sincerest apologies for his inconvenience, as well as his disappointment with the service provided by some of our associates.  I will be forwarding that information to the correct personnel to ensure that issue is addressed as well.

    I appreciate Mr. ******* bringing these concerns to our attention and I am hopeful that he gives us the opportunity to provide him with a better shopping experience in the future.

     

     

    Thank you for your time.

     

    Sincerely,

    ******* ********

    ******** ******* **********

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    While ******* ******** acknowledges that there is definitely a problem in Eastbay's system's processing of running a second authorization, she is COMPLETELY DISMISSIVE of the fact that in doing so Eastbay is committing a crime because that second authorization is not disclosed to the customer and definitely not authorized by the customer in any part of the ordering process.  She states:

    "our system is splitting the order into two separate invoices, and subsequently, two separate authorizations" and

    "Although customers are not actually charged for the membership more than once, for a short period of time they may see two authorizations on their account."

    ******* also states that someone named **** acknowledged this on 10/4/12 but that is NOT TRUE: IT IS A BALD FACE LIE.

    HERE ARE THE RESPONSES I RECEIVED FROM EASTBAY:


    Dear *****,
     We were unable to process your recent order.  To provide you with
     further information, please call your credit card company.  Or call
     our Customer Service Department at ###-###-#### and we will be
     happy to assist you.
     Thank you, Eastbay
     -----------------------------------
    Thank you for contacting Eastbay!
    This is an AUTO-RESPONSE to inform
    you that we have received your inquiry. Your email is
    important to us and we will respond to your inquiry in the order that
    it was received.
    If you are contacting us to change or cancel a recently placed order, please call ###-###-####
    for immediate assistance.
    We do work hard at processing all orders quickly. Changes cannot be guaranteed.
    The general reply time for email inquiries is approximately 10 hours during the hours of operation
    listed below. However, response time may take longer depending on Holidays and time of inquiry.
    Hours of Operation for responding
    to email inquiries:
    Sunday - Saturday 7:00 AM - 9:00 PM CST
    Please do not reply directly to this email as this is only an automated response. One of our
    Customer Service Representatives will respond to your email soon.
    Thank you again for contacting Eastbay
    ------------------------------------------------------
    Date: 10/5/12 05:29:03 PM
    Subject: RE: Order Status Payment Verification *******-*******
    Hello *****,
    Thank you for your email. The
    reason you saw two separate authorizations of $124.98 and $39.99 is because the
    Platinum Club membership is not a physical
    item, therefore when the order was placed we authorized the total amount of
    $124.98 and then applied the $39.99 charge so the Platinum Club could become a permanent charge and become effective
    immediately.
    When the physical items shipped the authorization of $124.98 would have been removed and you would have been
    charged $84.99 the amount of the items. You would have been charged the amount of $124.98 in two separate authorizations of $39.99 and $84.99. The bank did not
    authorize the overlap amount of $39.99 and the Platinum Club had to be cancelled.
    I hope this brought some clarification to the matter and if you would still like the Platinum Club membership you may placethe order at ***************
    Please let us know if we can assist you further.
    Sincerely,
    ******* *.
    ******* ************ **********
    ------------------------------------------------------------
    Date: 10/6/12 01:25:53 PM
    Subject: Eastbay FeedBack Form 3###-###-####993
    
    Dear *****,
    Thank you for your email.
    I deeply apologize for your inconvenience in this matter.
    I have read through the notes on your account, as well as
    email history.
    Unfortunately we have no control on the amounts and/or
    when the authorizations are placed. Also a authorization is just a hold, so I
    am unclear how this would put your bank account in the negative. I would
    suggest to contact your bank with that issue.
    I did see that we have sent you a pair of ******** 13.0 /
    **** **** *** on 10/5/2012, forgive me, but what happened with the order placed
    on 10/2/2012. The notes do not explain and I would like to make sure the issue
    is resolved.
    Please let us know if we can assist you further.
    Sincerely,
    ***** *.
    ********* ******* ****
    ------------------------------------------------------------------------------------
    NO ONE AT EASTBAY ACKNOWLEDGED TO ME THAT SOMETHING WAS 

    WRONG WITH THEIR SYSTEM PROCESSING UNTIL EASTBAY

    RESPONDEDTO THIS COMPLAINT.

     

    IN FACT EVERYONE AT EASTBAY TOLD ME IT WAS A PROBLEM WITH MY BANK BECAUSE THE FIRST TIME I ATTEMPTED TO PURCHASE THE LOYALTY CLUB MEMBERSHIP THE SECOND AUTHORIZATION WAS DECLINED BY MY BANK AND PLACED ON HOLD ON MY CARD, TAKING MY BANK ACCOUNT NEGATIVE WHEN IT SHOULD NOT HAVE BEEN.  IT TOOK A THREE-WAY CALL TO FIND OUT THAT MY BANK HAD INDEED PLACED THE FUNDS ON HOLD IN MY BANK ACCOUNT AND ALSO SENT EASTBAY A DECLINED MESSAGE. THE EASTBAY REPRESENTATIVE STILL INSISTED THAT THAT WAS THE ISSUE: THE SECOND AUTHORIZATION BEING DECLINED.  EVERYONE AT EASTBAY IGNORED THE FACT THAT THE AUTHORIZATION FOR THE TOTAL ORDER AMOUNT WAS APPROVED AND REMAINED ON HOLD.  THEY INSTEAD TRIED TO DEGRADE ME BY MAKING IT SEEM AS IF I HAD ATTEMPTED TO MAKE A PURCHASE I COULD NOT AFFORD!

    MY ORDER WAS CANCELLED BECAUSE THAT SECOND NON-APPROVED AUTHORIZATION  WAS DECLINED; I WAS PENALIZED FOR NOT HAVING EXTRA MONEY AVAILABLE IN MY BANK ACCOUNT TO COVER EASTBAY'S SYSTEM PROCESSING ERROR.  THE SECOND AUTHORIZATION SHOULD NEVER HAVE BEEN RUN IN THE FIRST PLACE.  

    I PURCHASED THE GOLD LEVEL LAST YEAR AND DID NOT HAVE THIS ISSUE.  SINCE THIS INCIDENT I HAVE ACTUALLY PURCHASED THE PLATINUM LEVEL FOR THIS LOYALTY CLUB ON A SEPARATE ORDER USING A DIFFERENT CARD AND THE SAME THING HAPPENED.  I HAD AN ADDITIONAL NON-DISCLOSED AND NON-APPROVED AUTHORIZATION HOLD FOR $39.99 ON MY ACCOUNT FOR TWO DAYS!

    IF ANYONE AT EASTBAY HAD SIMPLY ACKNOWLEDGED THAT EASTBAY HAS A SYSTEM ERROR RATHER BEING CONDESCENDING AND TRYING TO BELITTLE ME, I WOULD NOT HAVE FELT THE NEED TO FILE A COMPLAINT HERE.

    NOW THAT I KNOW EASTBAY REALLY DOES NOT CARE AND IS STILL VERY DISMISSIVE ABOUT THEIR ERROR, THE GRIEF IT CAUSED ME AND MY WIFE, AND THE RIDICULE WE RECEIVED FROM EASTBAY EMPLOYEES, I WILL TAKE IT UP WITH LAW ENFORCEMENT AND LEGAL AUTHORITIES.

    Regards,

    ***** *******

     

    10/29/2012 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I put an order for shoes, product #******** for $44.99 in my shopping cart and it was listed in big bold red letters under shipping as "FREE". Subtotal $44.99. Upon checkout through paypal the order changed and I was now being charged $7.99 for shipping after my shopping cart showed FREE shipping and a subtotal of $44.99.

    Desired Settlement: Free shipping as listed in checkout cart.

    Business Response:  October 17, 2012  

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125West Allis WI  53214  

    RE: Case #******* – **** ******

     

    Dear *******: 

    I received your correspondence and reviewed the information in Mr. ******** complaint.  We are unable to locate any order or account under the information included in this complaint.  I contacted Mr. ****** by e-mail twice (on 10/11/12 and today) asking for more information to assist him further but I did not receive a response.  I am happy to resolve this situation for the customer, but we first need the order number or customer number affiliated with the order that Mr. ****** is referencing.    Thank you for your time. 

    Sincerely,  

    ******* ********

    Customer Service Supervisor

    Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I was never contacted in any way by eastbay. I have checked my email everyday and never recieved anything from them. I do not have an order number because when I went to place my order through paypal the price had changed from the price on eastbay, thats just not fair, thats what this is about. I've contacted eastbay before I filed this case and the represenitive told me, "yes it was unfair to show free shipping and then to charge me for it but there was nothing they could do for me". I will never do business with them again!

    Regards,

     **** ******

     

     

    Business Response: October 18, 2012  

    Better Business Bureau

    Attn: ******* **********

    10101 W Green Field Ave Suite 125West Allis WI  53214  

    RE: Case #******* – **** ******

     Dear *******: I have received your correspondence and reviewed the information contained in Mr. ******’s rejection.  I sent two e-mails to the e-mail address indicated on his original complaint *********************) and I have included them in this response as an attachment.  Unfortunately I am not sure why the free shipping was removed when Mr. ****** tried to complete his order, but I am happy to honor that if he would like to place his order over the phone with a credit or debit card.  If he would rather place it online using PayPal, I would be happy to issue a full refund for his shipping upon shipment of his order.  I will document this information in his account notes so the rest of our staff is aware of this offer.  Again, I am very sorry for any inconvenience this situation may have caused.  Thank you for your time. 

    Sincerely,

    ******* ********

    Customer Service Supervisor

    Consumer Response:

    Unbelievable, I called eastbay twice and recieved zero help, now I complain and they are willing to help? As much time as I have spent on this for $7, I am not willing to give any business to this company. I buy hundreds of dollars in shoes for my family of 8 each year and they will never again have my business even if the shoes were free. Bad, bad customer service! They should have taken care of this the first TWO TIMES I called.

    10/19/2012 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered merchandise from this company, and every representative has a very unprofessional demeanor on the phone. No one disclosed to me that the silver membership doesn't include free shipping both ways. This was used to me as a ploy to get the 15% discount. Not at one time did I hear any disclosures on the membership. When I called to see about if this shipping is free both ways for a return, the rep immediately was quick to tell me: "Well, all the terms are online." With a very sarcastic pitch while he was at it. I asked to speak to a supervisor, he goes, "ok no problem" and then hung up. This was not the only occassion where I have received less than up to par service, but I really wanted the item they had for sale, and this was the incident that finally did it for me!

    Desired Settlement: I want all my funds back and to never do business with them again! I also want an apology as well for all the wasted time and bad treatment.

    Business Response:

    October 17, 2012

     

     

    Better Business Bureau

    Attn: ******* **********

    ***** ** ********** ***** ***** ***

    **** ***** **  *****

     

     

    RE: Case #******* – ** ******

     

     

    Dear *******:

     

    I have received your correspondence and reviewed the information in Mr. ******’s account.  I apologize that he feels he received less than excellent customer service from our staff and I am happy to assist him in resolving his concerns.  On 10/12/12 he spoke with ***, one of our customer service supervisors, and she documented his concerns regarding previous associates he spoke with.  She also issued refund check #******* in the amount of $9.99 to refund Mr. ****** in full for his silver club membership per his request.  The check was mailed on 10/15/12 and will take approximately 7-10 days to reach him.

    When Mr. ****** spoke with another member of our customer service staff on 10/11/12, he confirmed that he understood that the loyalty club membership is non-refundable and that he will be responsible for the $6.99 fee for using the prepaid label to return his merchandise.  For his inconvenience, we will waive the return shipping fee upon receipt of Mr. ******’s return, in addition to the check he will be receiving for his refunded membership.

    .

     

    Thank you for your time.

     

    Sincerely,

     

    ******* ******** ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

    Regards,

    * ******  

    10/2/2012 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: On September 21, 2012, I ordered a pair of ****** ******* ***** * running shoes in white/black/blue (size 9.5) through the Eastbay website. The shoes were advertised as new, and as selling for $49.99. I chose to purchase these shoes from Eastbay, as opposed to another online retailer, because the price was better. Twelve hours after placing the order, I received the following automated e-mail from Eastbay entitled "Item No Longer Available": Dear [NAME], Thank you for your recent order. We regret to inform you we were unable to fulfill some or all items from your recent order number ******** due to lack of product availability. We would like to offer you 10% off an alternate item. Please contact us at 1.800.826.2205 so we may assist you in selecting a second choice. Some exclusions may apply. Sincerely, Eastbay Customer Service 47277167 ** Eastbay, to its credit, refunded me the purchase price. As I wanted the shoes, however, I went on the website to see about purchasing another pair of the same shoes. The shoes were available in another color, but at a $79.99 price. Even with 10% off, that would not come close to the amount I paid for the other shoes. Moreover, I could no longer find the shoes in my size at any alternative retailer at or near the price that Eastbay had advertised. Thus, because I could no longer purchase the shoes at or near the $49.99 price (as I explained to the Eastbay manager with whom I spoke), I relied on Eastbay's false representation that they had the shoes available at the $49.99 price to my detriment. On September 27, 2012, I called Eastbay to see about purchasing the same type of shoes, in any color, at the advertised price. The representative refused to do so, saying that the price was only available for the shoes in that color. I told her this was false advertising: Eastbay had advertised that they had these shoes, in new condition, in my size, available in 9.5; but they were not available. She disagreed. I asked to speak with a manager, and I spoke with "****," who gave his ID number as ****. I told him the same thing: I just wanted the shoes, in any color, at the price that had been advertised and on which I relied to my detriment. **** strongly disagreed that Eastbay had falsely advertised the shoes. To paraphrase, he told me that when I ordered the shoes, they were available, but when the order went to be filled, Eastbay saw they were not in new condition and thus not in selling condition. I told him this nonetheless was false advertising: the website advertised a pair of these shoes as "new," and what he was telling me was that at no time did Eastbay have these shoes in the condition under which they were advertised. We reached an impasse, and I told him I would place a complaint with the Better Business Bureau.

    Desired Settlement: When I called Eastbay, all I wanted was for them to honor the price that they had falsely advertised their shoes. As I told Eastbay: (1) Eastbay had the same exact shoes, just in different colors, available; (2) I didn't care about the color; and (3) I just wanted the shoes, in any color, at the price that Eastbay had advertised because (4) in originally deciding to purchase the shoes from Eastbay, and not from an alternative retailer, I relied on Eastbay's false representation to my detriment (as the shoe from the other retailer is no longer available). I just want to purchase the shoe, in any color, at the price under which Eastbay advertised it.

    Business Response: October 1, 2012  

    Better Business Bureau of Wisconsin

    Attn: Bradley Colmerauer
    10101 W Green Field Ave Suite 125
    West Allis WI  53214 
     RE: Case #******* – ****** *****  

    Dear Bradley: 
    I have received your correspondence and reviewed the information in Mr. *****’s account.  I spoke with him by phone to discuss the issue and agreed to order the most recent release of this shoe, which is normally priced at $109.99, for the original price of $49.99 that he intended to pay.  I also explained how items can come to be no longer available, and apologized for any inconvenience this issue caused to Mr. *****.  I will be monitoring his order to make sure that it is available and ships out, and I will contact him with any updates.  Mr. ***** confirmed to me that he is satisfied with this outcome.  Thank you for your time. 

    Sincerly,
     ******* ********
    Customer Service Supervisor

    Consumer Response:

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is highly satisfactory to me.  I very much appreciated Ms. ******* ********'s e-mail response and proposed resolution, as well as our subsequent phone conversation.  Thank you for passing along this message to Eastbay; I am highly satisfied with the outcome.

     

    Regards,

     

     

     ****** *****

     

     

     

     

    9/16/2012 Problems with Product/Service | Complaint Details Unavailable
    9/15/2012 Delivery Issues | Complaint Details Unavailable
    9/8/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I purchased a pair of shoes on 8/15/2012 around 8:15AM as a gift to my friend, after talking to my friend at lunch I found out that the size I ordered was too big so contacted Eastbay customer service about a cancellation of my order. This is around 3PM in the afternoon. The representative told me that I could not cancel my order because, and I quote, "it has already been packed for shipping". Now I know for a fact that Eastbay ship via UPS and UPS do not ship on Saturdays, so the earliest UPS would be able to pick up the package from Eastbay factory is Monday! So naturally I ask why can't you unpack the package and cancel my order since you still have possession of my shoes. Then the representative went as far as saying, and I quote again, "We can not cancel ANY order that has been submitted"! Now that is just wrong business practice. I have never heard of any business that does not allow ANY order to be canceled? what if it was a fraudulent unauthorized purchase? sometimes customers just accidentally ordered the wrong item? I mean if the item has already been shipped out, then I understand. But an order I placed 7 hours ago? that won't be shipped until Monday that you still have posession, you can't CANCEL? That's ridiculous

    Desired Settlement: Please cancel my order ASAP

    Business Response: August 28, 2012  

    Better Business Bureau

    Attn: ******* **********
    10101 W Green Field Ave Suite 125
    West Allis WI  53214  
    RE: Case #******* – **** **** 
     Dear Bradley, I have received your correspondence and reviewed the information in Mr. ****’s account.  I apologize for the frustration Mr. **** experienced while trying to cancel his order.  When an order is submitted on our site, we are generally unable to change or cancel it. The order automatically begins to process as soon as a customer presses “Place Order”.  Customers are welcome to contact us if they wish to make a change, but due to the above information, we cannot guarantee that will be possible.  (This information is available on our website for customer review during the ordering process as well.)When Mr. **** contacted us with his request to cancel his order, it was already too far along in the shipping process to be cancelled.  It had not yet left our warehouse, but as we ship 10,000+ orders per day, it is not feasible for our warehouse staff to find one individual order when it is no longer in an open status.Mr. **** is welcome to use the prepaid label attached to his invoice to return his order once he receives it, and we will be happy to waive the $6.99 return fee.    Thank you for your time. 

    Sincerely,  
    *******
    Customer Service Supervisor

    9/5/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: For the past two years my son, ****** ****, has been receiving catalogs from Eastbay. I have called everyother month for the last two years asking to be taken off the mailing list. ****** does not live in this state anymore. Each time I call, I am assured that I was already taken off their mailing list. If that is so, why do I continue to receive their catalogs?

    Desired Settlement: Take ****** **** off your mailing list. Your junk is clogging up my garbage can.

    Business Response: August 30, 2012  

    Better Business Bureau

    Attn: ******* **********
    10101 W Green Field Ave Suite 125
    West Allis WI  53214 
     RE: Case #******* – ***** ****  

    Dear *******, 
    I have received your correspondence and reviewed the information in Mr. ****’s account.  I am very sorry that his request was not taken care of the first time he contacted us.  The account is flagged “do not mail” so I am unsure why he continues to receive catalogs.I have forwarded his account information to our circulation department with a request to cease catalog mailings as soon as possible.  Please be advised that our catalogs are printed several months in advance, so he may receive 1-3 more catalogs before they are fully canceled.  I am very sorry for any inconvenience this causes..  Thank you for your time. 
    Sincerely,
    ******* ********
    ******** ******* **********

    Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,

    ***** ****

     

     

    Consumer Response: I have been told for two years that ****** is not on their mailing list.  In Eastbay's response, they admitted ****** wasn't on their mailing list.  If that is so, why do I continue to receive them?  The latest catalog is number ********** dated August 2012.  ****** **** has not lived here for over two years.  He has called and complained about receiving catalogs at his ****** address also and they refuse to take him off the mailing list.   This has got to stop immediately.

    Business Response:  September 4, 2012  

    Better Business Bureau

    Attn: ******* **********
    10101 W Green Field Ave Suite 125West Allis WI  53214  RE: Case #******* – ***** ****  Dear *******, We are very sorry that Mr. **** continued to receive catalogs after requesting that they be stopped.  As stated in our first response, his account was marked correctly by the associates that he previously spoke with but after reviewing the information in this most recent complaint, it appears there are actually three accounts for this customer.  I have forwarded the information for all accounts to our circulation department so that they can be manually removed from our mailing lists.  Again, Mr. **** may still receive 2-3 more catalogs under each customer number because they are already printed in our warehouse and we are unable to pull them.  I can assure him that this request has been taken care of and once the request fully processes, he will not receive any further catalogs.  Thank you for your time. Sincerely, ******* ****************
     ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Regards,

     

    ***** ****

     

     

     

    8/13/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I placed 2 orders recently on the Eastbay website on 7.4.12 and 7.23.12. I used a Eastbay promo codes on both orders. One of the items in both orders dropped in sale price. I contacted Eastbay a few weeks ago about the order placed on 7.4.12, and I was told by the associate that I could receive a price match as long as it's within 7 or 14 days for the original order. I checked their website today and noticed an item from my second order had dropped in price. I contacted Eastbay today and I was told that since I used a promo code I would not be able to receive difference. I advised the Eastbay *** that I received the difference on a previous order where a promo code was used. The ***, ******* **stated: "You should have not have received the price difference then as promotional codes are only able to be used if it is eligible before the expiration. The code expired on 07/23/12. So I am not able to apply it to the new sale price. If you would like to pay more to get the sale price you may call in at 1-800-628-6301. I apologize for the inconvenience." At this point I don't know what customer service *** is correct, but the fact that I receive it one time and rejected the next is poor customer service. Clearly everyone at Eastbay is not on the same page. I really took the **** asinine statement asking if I would like to pay more for the product to get the sales price as a sarcastic comment! When I had a previous issue with Eastbay a year or so ago I swore that I would not return back to the site to shop, and I really wish I would have stuck by my word!

    Desired Settlement: At this point it's really nothing Eastbay can do to restore my faith in them as a company. I truly didn't have high standards for them to begin with, but even a refund of my measly $10 won't get me to go back to their website!

    Business Response:   July 31, 2012 

    Better Business Bureau

    Attn: Bradley Colmerauer

    10101 W Green Field Ave Suite 125West Allis WI  53214  RE: Case #******* – 
    ***** ********  Dear *******: I have received your correspondence and reviewed the information in Mr. ********** account.  I am very sorry that he had another poor experience with Eastbay.  After looking into Mr. ********** account, I see that he definitely should have been refunded the $10 for the price change on his recent order; I have credited this back to the credit card used on the order.  I apologize that this was not taken care of on his original contact to us, and I am working with the supervisor of the eCustomer Care department on retraining his staff to correctly handle this type of customer request.  I appreciate Mr. ******** bringing this matter to our attention and I am hopeful he will allow us to give him a better experience in the future.   Thank you for your time. Sincerely, ******* ******** ******* **********

    8/1/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: See chat details Chat History **** *. has entered the session. *****: Why is my order cancelled? ORDER NUMBER: ******* Customer Number: ******* Order Date: 07/20/2012 Ship To ********** ******** **** *** ******** *** ****, **,********* Shipping Information Status: OPEN Method: Not available until shipped. Product Description Product Number Qty Unit Price JRDN RETRO 4-WH/BL/GY STATUS: 1 UNIT(S) CANCELED ******** 08.5 Ordered: 1 Shipped: 0 $159.99 Product Total: $0.00 Taxes: $0.00 Misc: $0.00 Shipping: $0.00 Order Subtotal: $0.00 NOTE: The order subtotal shown above may not reflect all discounts and credits that were applied to this order. *****: How come after 6 days of waiting, now you are cancelling it? **** *.: Thank you for contacting Champs Sports Customer Service! **** *.: One moment please while I locate that information. **** *.: Unfortunately, the product you ordered is no longer available. *****: What? *****: So what's the purpose of charging me then holding the order for 6 days? **** *.: Please hold. *****: I just called the customer service yesterday and they did a follow up. They said it is sitting on the warehouse. and they will advise the warehouse poeple to release it. *****: and now, it has been cancelled? **** *.: One moment please... **** *.: I am unable to check with the Supervisor regarding this order. She is not expected in until later today. **** *.: According to the information in your account, the order had been cancelled due to lack of availability. **** *.: There was no charge to your credit card. I am sorry for this. *****: wait for the bbb and AG complaints! **** *.: One moment please... **** *.: Thank you for allowing me to assist you! Please come back if there is anything else we can help you with. **** *. has exited the session. You are no longer connected with Customer Service.

    Desired Settlement: If it has been ordered, deliver it as is. Do not cancel it 6 days later after doing a follow up on the 5th day. I believe there is something fishy going on in the warehouse. They gave my shoes to someone else they KNOW.

    Business Response: July 27, 2012 

     

    Better Business Bureau

    Attn: *** *******
    10101 W Green Field Ave Suite 125West Allis WI  53214  RE: Case #******* – 
    ***** ***** **** **** ****  Dear ***: I have received your correspondence and reviewed the information in Mr.**** ****** account.  His order was placed on 7/20/12 and went into picking as our warehouse went to locate this shoe.  Due to the very high demand for this item, the order stayed in picking longer than normal as we were trying to fulfill the order for the customer.  Unfortunately the item was no longer available, as all available inventory was shipped to customers who placed their orders before Mr. **** **** did.  When our warehouse confirmed there was no inventory available and we could not fulfill the order, at that time the order was cancelled.In regards to Mr. **** ****** concern that this product was somehow being held and deliberately not shipped to customers, I can assure him that is not the case.  In the case of very high demand items like this, unfortunately our website sometimes shows inventory when there is none available any longer.  We do our very best to update our website as quickly as possible, but so many orders are being placed at one time that some orders do unfortunately get through for which there is no inventory to ship.  I can assure Mr. **** **** that he was not charged for this order.Unfortunately we are not able to guarantee or hold launch products for upcoming launches, as Mr. **** **** requested.  To compensate him for his inconvenience with his last order, I am e-mailing a $50 gift card which he can use on a future order.  To avoid this issue happening again, I do recommend that he call in to place his order if possible, as our phone operators have access to real-time inventory.  Thank you for your time. Sincerely, ******* ******** ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

     

    Regards,

     

     

    ***** ***** **** ****

     

     

     

     

    7/10/2012 Advertising/Sales Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered merchandise from the business on June 29th after they had closed for the day. This purchase was made over the internet. I chose the option of 3-4 day shipping for which I paid a higher fee than regular shipping. (I paid for everything using a credit card.) I recieved an e-mail the following Monday, July 2nd which indicated my order would arrive July 9th. I expected the merchandise to arrive on July 6th since it shipped out July 2nd and July 4th was a holiday. When I contacted the company I was initially told that Monday did not "count" as one of the 3-4 days. I told them I disagreed, and requested a refund of the extra amount I paid for the 3-4 day shipping as opposed to the regular shipping. I believe this amount is approximately $4.00. They continued to disagree with me and are unwilling to refund the difference between the regular shipping prce and the expedited 3-4 day shipping choice I selected. I have contacted them 3 times by e-mail to resolve this issue. I have these e-mails available along with the company's responses.

    Desired Settlement: The difference in regular shipping and the expedited choice I selected is approximately $4.00

    Business Response:

    July 9, 2012

      

    Better Business Bureau

    Attn: ******* ********** 10101 W Green Field Ave Suite 125West Allis WI  53214  RE: Case #******* – ****** ****  Dear *******: I have received your correspondence and reviewed the information in Mr. ****’s complaint.  I see in his account that he contacted us three times on July 3, 2012, requesting reimbursement of the additional $4.00 he paid for 3-4 day shipping and that his requests were denied.  I first want to apologize that this was the case, and that we didn’t resolve this for Mr. **** upon receipt of his first e-mail.  I am happy to refund the $4.00 back to his credit card as a courtesy, and I am also issuing a $20 gift card to thank Mr. **** for his patience.In regards to the shipping time on his order, I do see that the order was placed later in the evening on 6/29/12.  As we do not ship on the weekends, the package went out on 7/2/12.  Our staff was correct that the day a package ships out is not counted as a full shipping day, as there is no way for us to know whether the package was picked up from our warehouse in the morning or later in the evening.  This would put the 3-4 days at Tuseday/Thursday/Friday/Monday (due to the July 4th holiday) and the package is out for delivery today, so is on time.  However, I completely understand Mr. ****’s reasoning behind expecting the package last Friday and I am happy to honor his request for reimbursement.              If there is anything else we can do, I welcome Mr. **** to contact us at his earliest convenience. Thank you for your time. 

    Sincerely,  

    ******* ********

    Customer Service

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. providing that Eastbay refunds the $4.00 that I am disputing.

    Regards,

     

    ****** ****

     

     

     

    6/21/2012 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Hi, I ordered 46 pairs from Eastbay. But I received 8 packages, 43 pairs of shoes all together. I am missing 3 pairs of shoes. So I contacted Eastbay customer service. Eastbay customer service, ******** * and *** ***** * gave me really bad customer service. ******** * agreed to send me 3 pairs of missing shoes when I first contact Eastbay on June 14. Then ******** * and *** ***** * refused to send me the missing shoes when I contacted Eastbay again on June 15. They kept on saying Eastbay only sent me 6 packages and all 46 pairs of shoes were in 6 packages. And they refused to investigate this issue. I received 8 packages. Here are the list of UPS tracking numbers* ****************** ****************** ****************** ****************** ****************** ****************** ****************** ****************** I am missing 3 pairs of shoes: 1 pair of Product #: ******** size 9, 1 pair of Product #: ******** size 9.5, and 1 pair of Product #: ****** size 8. Could you help me contact Eastbay to solve this problem? Thanks very much for your help.

    Desired Settlement: Send me the replacement for the 3 missing shoes. And ******** * and *** ***** * owe me an apology.

    Business Response:   June 19, 2012  

    Better Business Bureau

    Attn: ******* **********
    10101 W Green Field Ave Suite 125West Allis WI  53214  Re: Case #******* – ***** *****  Dear *******: I have received your correspondence and reviewed the information in Mr. *****’s account.  I do see that Mr. ***** has been corresponding with our eCustomer Care department in regards to his order.  We are currently investigating this matter further, because Mr. ***** is stating he received 8 boxes of shoes and 3 pairs were missing but we only shipped 6 boxes to him and all packages were delivered and signed for.  All three times we were contacted by Mr. ***** (6/14, 6/15 and 6/16), we recommended that he contact the business where he had the packages shipped for further information, as we show all items were delivered as requested.  We will be contacting Mr. ***** as soon as we have the results of our investigation.  Mr. ***** was also made aware on 6/15 that his account is currently under investigation for gift card abuse and possible fraud, and that all communications regarding this additional investigation will be via e-mail.Unfortunately we cannot replace the items Mr. ***** claims are missing until our investigation is complete, as all packages were delivered and signed for (as confirmed by UPS).  I can assure Mr. ***** that we will be following up with him with the results of the investigation and if any replacement items are due to him, we will ship them out promptly.   Thank you for your time. 

    Sincerely,  
    *******

    Customer Service Supervisor

    Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I received 8 packages from Eastbay for my order.  Here is the list of the UPS tracking numbers.


    ******************
    ******************
    ******************
    ******************
    ******************
    ******************
    ******************
    ******************

    Eastbay, please CHECK THESE 8 UPS TRACKING NUMBERS VERY CAREFULLY.  These 8 packages (tracking numbers) were sent to me for my order by Eastbay. But Eastbay customer service kept on saying they sent out 6 packages. It is very clear Eastbay made mistakes when they processed my order. I AM MISSING 3 PAIRS OF SHOES AS OF RIGHT NOW FOR MY ORDER. Eastbay, please be honest with your customers.

    Regards,

    ***** *****

     

     

    Business Response:   June 19, 2012  

    Better Business Bureau

    Attn: ******* **********
    10101 W Green Field Ave Suite 125West Allis WI  53214  Re: Case #******* – 

    ***** *****  
    Dear *******:
     I have received your correspondence and reviewed the additional information in Mr. *****’s rejection.  Earlier today our eCustomer Care department notified Mr. ***** that we have refunded him for the three items he states are missing; this refund is being issued as system credit and can be used on a future order.  This refund fully compensates Mr. ***** as he confirmed that he received all other items on his order.Mr. ***** was also made aware earlier today that his Gold Club membership has been cancelled due to violation of our terms and conditions for that program.  Thank you for your time. 

    Sincerely,  

    ******* Customer Service Supervisor

    Consumer Response:


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

     

    Regards,

     

     

    ***** *****

     

     

     

     

    6/17/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I ordered a pair of running shoes from ******. I retunred the products and I need a refund. I had to request for a oder and shipping confirmation. This company faield to deliver on this end. Until I requested it. The compnay uses UPS and UPS failed to deliver to my P.O. Box. I believe this compnay gave my home address without my permission. I need this company to address this issue.

    Desired Settlement: I need my $79.99 back on my debit card.

    Business Response: June 6, 2012  

     

    Better Business Bureau of Wisconsin

    Attn:******* **********
    10101 W Green Field Ave Suite 125West Allis WI  53214  RE: Case #******* – *********** ******** Dear *******, I have received your correspondence and reviewed the information in Mr. ********** account.  We received his return of the ****** *** on 5/14/12 and his credit card was refunded $79.99 for the return at that time.  We have refunded Mr. ******** in full for his return.  If he has any further questions, he should speak directly with his credit card issuer.  Thank you for your time. Sincerely, ******* Customer Service Supervisor

    5/14/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I have placed an order on 2/23/2012 from Eastbay, however, the company had the order canceled with no reason. This makes me angry but it is not the last thing that makes me mad! After that, there is a $2057.06 credit available on my account, but they refuse any future order from me, I can only get them as a refund. A customer service rep named ******* * told me on 3/27/2012, they can have the refund check sent to my shipping address in ******, but later, when I ask them to send me the refund to that shipping address, they told me they cannot do that, but can only have the check sent to my billing address in *****. I have told them so many times that the billing address of mine has been changed, I cannot accept any check in the original billing address, but they never pay attention to my words. They insisted they can only sent check to the original billing address in *****. Until now, I haven't got any check both in ***** and **, I really feel bad by a customer service like *******. As a customer, $2057.06 is not a small amount for me, but the company never care about that, they think customer as nothing. I really curious that what will they do as a customer when a company provide such a great customer service! Finally, I hope they can have the refund check sent to my new address in *****, or another address of mine in **, or they can just send me some credit card.

    Desired Settlement: Finally, I hope they can have the refund check sent to my new address in *****, or another address of mine in US, or they can just send me some credit card.

    Business Response:   April 30, 2012  Better Business BureauAttn: ******* **********
    10101 W. Greenfield Ave., Ste. 125Milwaukee, WI 53214  RE: ID #******* – ******* ***  Dear *******: I have received your correspondence and reviewed the information in Mr. N**’s account.  The order that Mr. *** is referencing was paid for with gift cards.  We are happy to issue a refund for the cancelled order, but upon investigation of this account, the funds have been refunded back to the customers who originally purchased the gift cards.  We have explained this to Mr. *** on several occasions, and he is aware that all refunds have already been issued appropriately and no further refunds will be issued.  In addition, due to an ongoing investigation of all accounts involved with this situation, we are no longer doing business with Mr. *** and no further orders can be placed for him.  He has been advised of this decision as well.  Thank you for your time. ******* Customer Service Supervisor

    Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Fristly, I want to clarify that I never have thinking for getting "another refund" from the company. The order was paid by myself, but I haven't got any refund yet. Is there any reason for you to have an order canceled from a customer, but have the refund sent to another one?

    Secondly, if the company does have sent a check to the original owner of the gift card, at least let me know the receiver's name of the check. I got the gift cards from different people of my friends, both of them haven't got any check from US. I can accept a re-sent check from the company to the original owner, but at least, also a must, let me know which one you sent the check to. I can have them contact with you via their own e-mail account.

     

    I won't accept any result if we can't get the refund.

    Regards,

    ******* ***

     

     

    Business Response: May 3, 2012  Better Business BureauAttn: ******* **********
    10101 W. Greenfield Ave., Ste. 125Milwaukee, WI 53214  RE: ID #******* – ******* ***  Dear *******: 

    I have received your correspondence and again reviewed the information in Mr. ***’s account.  A refund was not issued to Mr. *** because he was not the original purchaser of the gift cards he used to pay for his order.  Due to the size of his order ($2,000) and ongoing investigations into several accounts affiliated with this order as well as past orders, only the original purchasers of the gift cards may receive a refund.  There are no exceptions to this under Mr. ***’s account.

    The refund checks were sent out on 4/10/12 and 4/11/12 and take up to 30 days to arrive.  Unfortunately we are unable to provide the names of the customers the refunds were mailed to because our customer information is confidential.  The individuals that Mr. *** received the gift cards from are welcome to contact us and we can verify whether a refund was mailed.  Thank you for your time.  *******Customer Service Supervisor

    3/30/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: I placed an order with the company for a **** Sneaker. Once I received it I realized that it was too small. So I reordered a larger size shoe, and returned the original. Once I received the replacement shoe I realized that it needed to be a wide. Unfortunately this shoe did not come in a wide. I therefore returned it and wrote that I wanted to exchange it for a different style shoe that came in a wide. A week or so after I returned the second pair of shoes I received an email claiming that the shoes I returned from the initial order were unsellable, but that as a one time courtesy they would refund the purchase. I called today and was told that the second pair of shoes were not exchanged as requested, rather they were shipped back to me. Again, they said that the shoes were unsellable. Both pairs of shoes had been taken out of the box and tried on inside the house. They did not leave the inside of my home. They claimed that there was dog hair present on the shoe making it unsellable. I tried to work something out with the customer service rep and the supervisor but they refused to do anything about it. I find it hard to believe that dog hair from being out of the box for five minutes signifies that the shoe is unsellable. I find no further recourse but to file a complaint with your organization. I rarely if ever have returned anything that I purchased online. I also have been buying shoes from Eastbay for 15 years plus and have never had this problem.

    Desired Settlement: I wish to complete the exchange as requested. I was going to buy a more expensive pair of shoes!

    Business Response: March 26, 2012  
    Better Business Bureau
    Attn: ******* **********
    10101 W Green Field Ave Suite 125 
    West Allis WI  53214  
    RE: Case #******* –
    **** ****** ******  
    Dear *******, I have received your correspondence and reviewed the information in Mr. ******’s account.  After receiving his first return, our returns department did document in his account that the shoes were not in store-bought condition.  At that time, we did accept the return as a one-time courtesy to Mr. ****** and sent him a notification indicating the details of our decision (i.e. that we would accept the item but future orders received back in this condition would not be accepted.)  The second return we received from Mr. ****** was also in used condition, specifically related to pet hair inside the shoe.  Even if the shoes were not worn outside the house, we are not able to resell products containing significant amounts of pet hair/dander as new.  As this was the second used return we received and he had been previously notified about this policy, the shoes were returned to Mr. ******.  I regret that he does not agree with the decision, but our returns department does physically inspect every return and their decision regarding product quality is final.             Thank you for your time. 

    Sincerely,

    *******/
    Customer Service Supervisor

    Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I have received the shoes back in the mail and I still do not see how they were not acceptable for resale.  I truly feel that they have erred in this regard.  I am also concerned with their complete lack of effort to even work with me on this issue.  As I stated previously I have bought shoes from them for 15 plus years.  I would be willing to accept a partial credit on the return.  I just want a pair of shoes that fit.

    Regards,

     **** ******

     

     

    Business Response: March 28, 2012  

    Better Business Bureau

    Attn: ******* **********
    10101 W Green Field Ave Suite 125West Allis, WI 53214  

    RE: Case #******* – ****

    ******

     Dear *******: I have received your correspondence and reviewed the information in Mr. Prince’s rejection.  Again, I am very sorry that he disagrees with our policy on accepting multiple used returns.  Unfortunately, as previously stated, we are unable to issue any type of refund for his most recent return as it was the second used/unsellable return we received back from him.  Although we cannot issue a refund, I would be happy to send a $30 gift card for his inconvenience which can be used towards a new exchange order.  He should receive his gift card in 7-10 days and it will be mailed to the shipping address on his last order. Thank you for your time. 

    Sincerely,

    *******

    Customer Service Supervisor

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Regards,

     

    **** ******

     

     

     

    2/23/2012 Problems with Product/Service | Read Complaint Details
    X

    Additional Notes

    Complaint: First, I would like to acknowledge that this is more toward a customer service complaint, but this is the best description even though I am concerned more about goods than service. My customer number is ******** and the order number at issue is ********. What occurred is my first order was being shipped to the wrong address. The conversation records will show that I attempted to have the address changed before the package was delivered to the wrong address. I was told by a customer representative that this was not possible, and that I should contact the common carrier (UPS). I contacted UPS and was told that I had to have authorization by the sender. By the time I had the time to contact Eastbay again, the package had already been delivered. At one point, it seemed like they would not even attempt to reship my order. But, they did. I was asked to give the correct address and was told my order would be shipped free-of-charge. When I received the tracking number the next day, I learned that the package was being shipped two hours away to another address on my account that I had never mentioned to the customer service representative. I, in frustration of the whole situation, waived this change of the agreement in hopes I could be done with the incident. However, I learned today that the package's contents were non-conforming to the order. After contacting Eastbay again, I will now have 1/3 of my order shipped to the correct address while I am having to retrieve the other 2/3 when I have time to drive 4 hours roundtrip out of my day.

    Desired Settlement: At first, I was going to be happy with customer service that seemed apologetic to the situation. I had attempted to be proactive and fix the problem, so I could continue my enjoyable business transactions with them. However, the customer service representatives do not seem to care whether the consumer is satisfied or not. They do not even ask for a desired remedy. Now, I would like this to be on file with the BBB to show that Eastbay does not strive toward customer satisfaction, and especially to go above and beyond when they have erred in service on multiple instances toward the same transaction. Simply, I would like an email from someone in a supervisory role to explain to me why my experience with Eastbay was so poor.

    Business Response:

     

    February 21, 2012

     

    Better Business Bureau of Wisconsin

    Attn: ******* **********

    10101 W Green Field Ave Suite 125

    West Allis WI  53214

     

     

    RE: Case #8924287 – Ryan Tyler ******

     

     

    Dear *******:

     

    I have received your correspondence and reviewed the information in Mr. ******’s account.  I would first like to offer my sincere apologies for the negative experience he had on his last order.  I can see that several service issues occurred that are in need of attention.

                In regards to Mr. ******’s original order being shipped to an incorrect address, it appears that our system erroneously pulled an old address that Mr. ****** had previously shipped orders to.  This does not normally happen and I have permanently removed that address from his account so this does not happen again.  Regarding changing his shipping address, his package did ship via UPS Basic, and unfortunately we are not able to make any changes to these packages.  Customers are sometimes able to at least request that the post office hold their package for pick-up, which is why this option was presented to Mr. ******, but regrettably, such changes are not always possible.

                The associate who placed the no-charge replacement order for the original package did not enter a shipping address, so Mr. ******’s new order automatically shipped to his billing address.  I apologize that a correct shipping address was not entered and I will forward this information to the associate's supervisor so she can be retrained on correct procedure.

                In regards to one item missing from the replacement order, this appears to be human error at our warehouse, as all items were included on the invoice and should have been packed together.  I am very sorry that this error was made and I will pass this information along to our warehouse.

                On behalf of Eastbay, I am very sorry for the numerous errors on our part that caused such frustration for Mr. ******.  I am very thankful that he brought this information to my attention so I can follow up and make sure these errors are corrected.  To thank him for his patience, I will be mailing a $50 gift card with our sincerest apologies.  We look forward to providing Mr. ****** with a better experience on his next order.

     

    Thank you for your time.

     

    Sincerely,

     

    *******

    Customer Service Supervisor

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I appreciate the gift card; it was not needed. All I asked was for an explanation, and I thank you for that. I look forward to my next order now.

    Regards,

    **** ******

     

    2/21/2012 Delivery Issues | Read Complaint Details
    X

    Additional Notes

    Complaint: Place an order online on Friday Feb 4. Received confirmation email the following day that included billing, shipping info and tracking number. I tracked package everyday up until its scheduled delivery date of Wednesday Feb 8. I tracked package on Feb 8 and was informed that delivery was still set and scheduled by Feb 8. Even called customer service on Feb 8 and representative assured me that UPS had delivered package to local post office on Feb 7 and I should recieve package as promised. I called recipient at 8pm central time and found that delivery was not made. I called back to EastBay, spoke with rep "********" who now tells me the opposite. "Package was sent to post office on Feb 7, and I should recieve package by Feb 9. Which makes no sense. My package will sit in a local post office from Feb 7 and wont be delivered until Feb 9. While the online tracking information still says "scheduled for delivery wednesday, feb 8". Spoke to supervisor ****, who could not make sense as to why I was told I would receive it today (Feb 8) but promised I would recieve package feb 9. This is not the first shipping incident I have had with Eastbay, last year (2011) I had a similar incident in which my package was never recieved and I receieved a refund. So this seems to happen quite often and Eastbay has no answers as to why they promise delivery on a certain date when they know they have no control over the delivery, but to lie, mislead, and misinterpret the truth is the frustrating issue. I call to speak with a rep and they have no clue, so they lie. Why tell me my package will be delivered as promised, then when I call back, it's a totally different story. This has happened to me twice, and no $10 giftcard will solve my frustrations.

    Desired Settlement: I would like to have my complain updated and resolved with the $10 giftcard offered to me by Eastbay at the time of my complaint. If this is not considered a fair desired resolution after having two separate shipping incident, then I would like to know how Eastbay plans to handle all shipping incidents in the future. Please post my complaint or nothing will be done to deter this type of horrible service.

    Consumer Response: I would like to have my complain updated and resolved with the $10 giftcard offered to me by Eastbay at the time of my complaint.  If this is not considered a fair desired resolution after having two separate shipping incident, then I would like to know how Eastbay plans to handle all shipping incidents in the future. Please post my complaint or nothing will be done to deter this type of horrible service.

    Business Response:

    February 10, 2012

     

     

    Better Business Bureau

    ***** ******* **********

    ***** * ***** ***** *** ***** *** **** ***** ** *****

     

     

    RE: Case #******* * ******* *******

     

    Dear *******: 

    I have received your correspondence and reviewed the information in Mr. *******’s account.  *** tracking does show that the package was transferred from *** to USPS on 2/7/12.  Normally *** Basic packages are delivered by USPS the day after they are transferred (which would have been 2/8/12), and when customers call to track packages, our associates provide the most current information from the appropriate carrier’s website.  At times, shippers’ tracking information can change and delivery dates may be updated, especially in the case of basic services, as they are not guaranteed by a certain date.  I am very sorry that Mr. *******’s package was not delivered when he expected it and I am happy to issue a $20 gift card for his inconvenience.   

     

    Sincerely,

    *******

    ******** ******* **********

    Consumer Response:

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

    Regards,

    ******* *******

     

    2/6/2012 Problems with Product/Service | Read Complaint Deta