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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 13 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 132 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

132 complaints closed with BBB in last 3 years | 44 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 14
Delivery Issues 40
Guarantee/Warranty Issues 3
Problems with Product/Service 58
Total Closed Complaints 132

Additional Complaint Information

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

Customer Reviews Summary Read customer reviews

39 Customer Reviews on Eastbay
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 2
Negative Experience 37
Total Customer Reviews 39

Additional Information

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
Contact Information
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.


Customer Review Rating plus BBB Rating Summary

Eastbay has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • PO Box 8066

    Wausau, WI 54402

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 12,2016 I made an in store purchase for 109.60. The item was suppose to be shipped to my home. I received an email on March 13,2016 from Footlocker stating that the shoes I ordered was not available or in stock at all. I went to the store on March 14,2016 to obtain a refund for the product. I have yet to receive my refund on my Debit card. I have contacted Footlocker Customer Service and My bank about this issue. It still hasn't been refunded or resolved. My bank states that they don't even see money pending to be returned back on my card. It has Ben almost a month and nothing has been resolved through Footlocker. The customer service department continues to give me the run around about money.

Desired Settlement: I would like to have my money refunded back asap. Also, if they don't have a particular item they should lie to customers. I am very upset and will never shop at Footlocker again.

Business Response:

May 4, 2016

Better Business Bureau of Wisconsin

Attn: ***** ******
10019 W. Greenfield Avenue
Milwaukee, WI 53214


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


Dear *****,

I received your correspondence and reviewed the information in Ms. *******’s account.  I sincerely apologize that we were unable to fulfill her recent order.

I was able to locate the reference number for her refund which is proof that the funds were transmitted from our bank to her card-issuing bank.  This number is 55417346075150752098872.

Ms. ******* needs to contact her bank and advise them she was issued a credit that she cannot yet see.  That bank would either need the above number to file a “Credit Not Processed” dispute, or Ms. ******* can send a copy of her store credit receipt to the bank for the dispute with their processor.


Thank you for your time.

*******
Customer Care Supervisor
Foot Locker

Tell us why here...

Consumer Response: I have already contacted my bank and no refund has been issued. My bank is very good and moves rapidly in regards to funds. 

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,

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

4/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is the letter I sent to Eastbay. They claim that they cannot investigate deliveries to freight forwarders. That Is nonsense. Once the package has been delivered they are released of responsibility but I think I atleast have a right to investigate if the package was actually delivered or not. Also, the UPS label they created for my package was missing a key piece of the shipping address. Maybe it was sent o the wrong department of the warehouse and someone stole it, but that has nothing do with me if the shipping address was processed incorrectly by their company. Contacted customer service about lost package in January (1/19/2016). An investigation was opened and immediately closed because they claim they cannot investigate shipments going to "reshipment" companie; I don't know what a "reshipment company is. So, I called today at 6:02pm 3/28/2016. I spoke with someone in prepaid and claims. I asked several times if there is a policy on freight forwarding companies, she did not answer.She say they cannot do anything because freight forwarding companies can basically claim they did not receive it. That does not make sense, I can understand that once the package reaches my entered shipping address it is no longer Eastbay's responsibility. but it would only be fair to investigate whether the package truly arrived or not. The rude lady also said that I entered my shipping address in wrongly. ALSO, the UPS label that EASTBAY created was missing a key piece of the address, "Dept. 15739", as you can see it was entered in my shipping address at checkout. IT CANNOT BE WRONG IF THE ADDRESS IS MISSING A KEY PART. That is not my fault if the shipping department left that out. I am willing to send you the email from UPS and my receipt from eastbay and Paypal. I would really like a replacement package to be sent,if not a refund . If not I will be forced to open a PAYPAL DISPUTE or some form of action that will solve my problem. Thank you

Desired Settlement: I would like to have my items replaced. or a refund.

Business Response:

March 31, 2016

Better Business Bureau of Wisconsin

Attn: ***** ******
10019 W. Greenfield Avenue
Milwaukee, WI 53214


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


Dear *****,

I received your correspondence and reviewed the information in Ms. *****’s account.  Her order was placed on our website and all billing/shipping information on the order downloaded directly into our order management system.  We do not touch or modify any part of online orders and the shipping label prints exactly how the address was entered by the customer when the order was placed.  When orders are paid with PayPal, as this order was, the billing and shipping addresses entered in the order are the addresses the customer has listed in their PayPal account.

Both the billing address and shipping address for this order downloaded directly as:

1020 NW 1ST COURT

DEPT 15739

HALLANDALE BEACH, FL 33009

When Ms. ***** contacted us about this order on 2/25/16, she stated that the shipping address was correct but the billing address should have been Periwinkle Street; however, as shown above, this was not the address that downloaded when her order was placed. There was no shipping/labeling error made at our warehouse as the address label prints directly from how the order was entered online.

UPS confirms that this package was successfully delivered to the address entered for shipping and the package was signed for.  The shipping address for this package is the location of X-Press It freight service; as our Claims Department has relayed to Ms. *****, we do not investigate packages shipped to 3rd party freight forwarders or reshipment companies.  If she has not received this package, she will need to file a claim directly with X-Press It, with UPS, or file a dispute with PayPal to pursue a refund.  No further investigation will be done by Eastbay regarding this matter.


Thank you for your time.

*******
Customer Care Supervisor
Eastbay

4/7/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a product from Eastbay on February 29, 2016 which I have not received. I called Eastbay form February 29th everyday up to today 3/13/16. Each time I am being given inconsistent information, Th representatives were very rude, unprofessional and not willing to resolve the issue. I have requested my account be refunded immediately because when I received the notification from UPS on March 8, stated the package was delivered at 2:37 pm. I immediately called Eastbay to report the package was nowhere to be found when I arrived at home approximately 8:30 pm. The practices that Eastbay have in place is totally ridiculous. Who leaves a package at someone's door in broad daylight where anyone can see and have easy access to take it. It doesn't take a brain surgeon to realize that. This is totally unacceptable. I am thoroughly disgusted with Eastbay. I spent hours on the phone waiting and trying to get through to speak to a representative to answer the phone. They should not be in business with this practice. I will never order from this company again.

Desired Settlement: Refund my account and provide an incentive for the constant follow up and putting up with the most unprofessional, rude and unconcerned representatives. I wasted a lot of time trying to get through, waiting for someone to answer the phone. On top of that when the representative did answer the phone, he or she was of no help. They didn't care and didn't want to help. This is the worst company to deal with. I will never order from Eastbay again.

Business Response:

March 15, 2016

Better Business Bureau of Wisconsin

Attn: ***** ******
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint #******** * ****** *****


Dear *****,

I received your correspondence and reviewed the information in Mr. *****’s account.  I’m very sorry that he had to wait so long to speak with our representatives when he called in.  We are experiencing very high call volume and strive to answer all customer concerns as quickly as possible while still providing the level of service for their needs.

When Mr. ***** contacted us on 3/8 regarding the package he stated he did not receive, customer care advised that, since the shipper confirmed the package was successfully delivered, a delivery investigation had to be completed before we would be able to service him with a refund or a new order.  This is the same process we followed with Mr. ***** in September 2015 on his last order which the shipper also confirmed was delivered and Mr. ***** stated he did not receive.  I responded to Mr. *****’s BBB complaint at that time and informed him that the investigation allows us to work with the shipper to determine the circumstances of delivery and make every attempt to locate the package.

When his latest investigation is completed, Mr. ***** will be contacted with the results.  If he has questions about the status of his complaint in the meantime, he is welcome to contact our Claims Department at ###-###-####, as they are handling his account.


Thank you for your time.

*******
Customer Care Supervisor
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.

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

Regards,

***** *****

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i only ordered the shoes if there was a full refund return policy. i was told YES THERE WAS SEVERAL TIMES. I asked several times. they said, yes, full 39.99. i had to return for many reasons, they were also worn by someone before we received, the color was wrong and the size was wrong. my refund was 33.99 i'm not paying the balance of 6.00.

Desired Settlement: 6.00 returned to my credit card. i'm reporting this to Federal as well.

Business Response:

April 5, 2016

Better Business Bureau of Wisconsin

Attn: ***** ******
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint #******** – *** *****


Dear *****,

I received your correspondence and reviewed the information in this complaint.  We provide a prepaid return label inside our shipments as a courtesy for customers who do not wish to pay up-front to ship their return back.  The label states that $6.99 will be deducted from the customer’s return if the label is used, which is why this deduction was made on the return in question. 

I have issued a refund of $6.99 back to the credit card used on the order as a courtesy as the customer states the item was received in used condition.  If any problems are encountered on future orders, I would recommend that the customer contact our customer care team as soon as the issue is noticed so we can notify our returns department to waive the $6.99 fee.

The card-issuing bank should have the refund posted back to the customer’s account within 3-5 business days.


Thank you for your time.

*******
Customer Care Supervisor
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.

I RECEIVED NO 6.00 REFUND ON MY CREDIT CARD. VISA CHASE.    I DID CALL AND WRITE TO EASTBAY AND THEY KNOW THIS.      I WROTE INSIDE THE SNEAKER BOX WITH THE LABEL AND RETURN THAT THEY WERE SCUFFED , USED WHEN ARRIVING TO ME AND MORE ISSUES WITH THEM.      THIS IS NOT OK, AND AGAIN, NO 6.00 GIVEN TO US.   WHAT THEY DID EMAIL IS THAT THEY WERE ONLY REFUNDING A PORTION OF TOTAL PAID.      DO NOT BELIEVE THEIR FALSITIES.  

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

Regards,

*** *****

Business Response:

April 6, 2016

Better Business Bureau of Wisconsin

Attn: ***** ******
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint #******** – *** *****


Dear *****,

I received your additional correspondence on this account.  As I previously stated, I initiated the $6.99 courtesy refund yesterday and it will post to the customer’s account within 3-5 business days.  This is by April 12th, 2016, which is the 5th business day.

For the customer’s records, I have included a screenshot of the refund that I posted to the account yesterday.  The image has been edited to remove confidential and credit card information.


Thank you for your time.

*******
Customer Care Supervisor
Eastbay

Tell us why here...

Consumer Response:

Since they were proven distrusting in the first place, and i see no refund, i cannot accept this comment.

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,

*** *****

4/4/2016 Problems with Product/Service
3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was lied to and persuaded by ****** ***** my sales rep to make a order she could not deliver on time as she promised there was a high level of unprofessionalism no communication. Poor Business Practices. Saving Our Sons Warriors Basketball Club spent over $900 for jerseys they dont have and dont know the status of. Tyler and Renee were very helpful but their was a 3rd Rep whose attitude was not professional at all.

Desired Settlement: Fulfill order by March 18th 2016 & Sponsorship & Donations for Saving Our Sons Warriors NEED HELP GETTING KIDS SHOES & ACTIVE FAITH BACKPACKS: 2 WAYS 2 GIVE DIRECT DEPOSIT REGIONS BANK OR GO FUND ME!!!!! 12-KD Trey 5 III ($79.99) Product#49377606 Saving Our Sons Warriors Basketball Club Go Fund Me Please tap to donate- http*************************************************************

Business Response:

March 15, 2016

Better Business Bureau of Wisconsin

Attn: ***** Juedes
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint #******** * ***** **** ********


Dear *****,

I received your correspondence and reviewed the information in Mr. ********’s complaint.  I appreciate him bringing his concerns to our attention so we could look into them further.

I forwarded Mr. ********’s complaint to our team sales department and requested more information from ****** and her supervisor, Tyler.  When Mr. ******** spoke with ******, a quality assurance agent was monitoring the call.  She confirmed that ****** gave accurate information about our decoration process to the customer.  He did not provide ****** the custom logo for the order until 3/8, which caused a delay in getting the artwork produced.  Once the artwork was given to ****** she submitted it to our art team and it was produced within our normal 24-72 hour turnaround time.

Both ****** and the quality assurance agent confirmed that ****** never promised or guaranteed a delivery time to Mr. ********.  They did state that he was not pleased with her responses and requested to speak with leadership, who provided him with the same information.

Mr. ********’s account notes, which were documented following his calls, state that he was advised that decorated orders can take 3 weeks or longer to receive, and that we could not guarantee an in-hand date of 3/18.


Thank you for your time.

*******
Customer Care Supervisor
Eastbay/Foot Locker

3/10/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I returned two pair of shoes using the label provided by you. I have the tracking number and copy of the USPS receipt that I dropped it off. it has been two months and I still do not have a refund. The tracking number still says it is in TRANSIT. this is NOT my fault - I used the label you provided and it was so TINY but I affixed it with tape and I know it did not come off. I do not think I have to burden the cost of the package not reaching you. This was your return policy and your return label. You should have internal shipping insurance and when I contacted you about returning the shoes you said put the label on the box and invoice you sent inside the box. You did not tell me to buy insurance. I still have the emails. two pair of shoes: 44.99 and 49.99 = 94.98 total refund

Desired Settlement: $94.98 refund

Business Response:

March 9, 2016

Better Business Bureau of Wisconsin

Attn: ***** Juedes
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint #******** * **** *********


Dear *****,

I received your correspondence and reviewed the information in Ms. *********’ account.  Her return was received and processed on 1/18/16.  However, we are not able to complete a refund with PayPal because the customer has opened a complaint with PayPal regarding the transaction.  We are not able to issue any partial or full refunds on this invoice unless the complaint is closed or dropped by the customer.  If she would like to do so and then contact us back, we would be more than happy to review her account again.


Thank you for your time.

*******
Customer Care Supervisor
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

I have contacted them and the case is closed 

please issue a refund  

Regards,

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

3/8/2016 Problems with Product/Service
3/6/2016 Guarantee/Warranty Issues
3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I would like some help dealing with Footlocker. I purchased a pair of sneakers online, received confirmation of my order and a message that my credit card would not be charged until my item was shipped. It turns out it has been charged and I have received no information whatsoever regarding the shipment of my order. I tried calling them and was put on hold for over an hour... when they finally answered the phone, they said it was an issue of payment confirmation and that my call would be transferred. Once they tried to do that, the call was terminated!! Called again several other times, and never got to speak with anyone. They have a horrible horrible customer service!!! I also tried to chat with a customer service representative online with no success. The same happened when I tried to track my order online! There is NO WAY to reach them. The worst about this all is that I my credit card has been charged already. That is really frustrating as the sneakers were a gift and needed for next week.

Desired Settlement: This is all so frustrating that all I want now is to cancel that order and get a refund, since nothing has been shipped yet. Is there a chance you could assist with that?

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 (given that I receive the product in the timeframe specified by Footlocker).  

Thank you very much for your assistance in this matter.

Regards,

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


2/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased one order on *******.com in **********,my customer number is ******** and the order number is ********.The items I bought are two pairs of the ASICS GEL-QUANTUM 360 RUNNING SHOES in same color and same size(color: Hot Orange/Black/Blue,size:US8.5),the total price is $******. The record on *******.com shows that the seller sent both of the shoes via UPS in **********,the tracking number is ******************. But actually they just sent one pair of the shoes,because when the package arrived on my freight forwarding company they always take pictures with my items and a weight number with the scale,I saw one pair of shoes in the package box and the weight is 2.6 pounds,so I went to the ***.com to check the shipping weight and I found the same weight in ***.com.This 2.6 pounds weight absolutely not in two pairs shoes,because in *******.com the weight online shows 11.9 oz for one shoe,then one pair of the shoes should be 23.8 oz,and two pairs of the shoes must 47.6 oz,converting to pound is 2.97 pounds,however,this is just the two pairs shoe's weight not conclude the shoe box and packages,so when you plus the boxes and packeges the total weight will be more heavier than 2.97 pounds.In this case,the 2.6 pounds package must not include two pairs of this shoes! At that time I contact *******.com via E-mail to confirm if they just sent one pair of the shoes,but they replied me that their records shows both of the items were sent to the address which I supplied and the package actually 2.6 pounds in one package.This is such an unreasonable answer! So I contact them again and again,but in any case they still don’t want to solve the problem or take a deeper investigation although the evidence is so obvious. Please help me with this,if you need any evidence I can provide just tell me,I can also provide all the E-mail history records between *******.com and me,thank you very much!

Desired Settlement: I just want *******.com refund me one pair of the shoes which they did not sent to me.

Business Response:

February 17, 2016

Better Business Bureau of Wisconsin

Attn: ******* **********
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint # ******** – ***** ***


Dear *******,

I received your correspondence and reviewed the information in Mr. ***’s complaint.  I have refunded his credit card $***** for the item missing from his previous order.  He should see this credit post to his account within 5-7 business days.


Thank you for your time.
******* *
Customer Care Supervisor
*******

2/27/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My order was canceled because of an issue the seller had, and not me. Eastbay refused to tell me the reason for the problem, and did not contact me in a timely manner to inform me of the issue. As a result I am unable to acquire the product because it has sold out every place I could find that offered it. The Jordan Retro 11 "72-10" released Saturday 12/12/2015 at 10 am at Eastbay.com and I completed placing my order within a few hours of that time. I received the confirmation email and believed everything was fine and I would receive my order. I checked several times for shipment conformation and and for days the website said that they were awaiting verification. Last night, 12/16/2015 after 11 pm I received an email saying that my order was canceled due to a verification issue. I called immediately to resolve the issue or to at least be given a reason as to why my order was canceled. They told me what I already knew, a verification issue, and recommended I call my bank. I called my bank and was told that they did verify the transaction and if there was an issue with payment Eastbay should have contacted them but never did. After calling back Eastbay (actually my 4th time calling and being placed on hold for a long time again) I was told that they knew that the issue wasn't my bank and that the issue was on their end, and that they reserve the right to cancel any order. Also that I agreed to that condition when I placed the order. I already knew about this policy and was not arguing against that right. I asked for a reason as to why they could not verify my order after my bank approved the transaction and I received the order confirmation email. The person I spoke with refused to give me a reason, claiming that it would break confidentiality. The product I ordered within a few hours of it being available on their site has sold out in my size, and on every other site I could find that offered it. Eastbay did not contact me or my bank to inform me of any verification problems until 5 days later at a late hour in an email. I contacted every store that I know that sold the product in my area and they are all sold out. I believe that I should have been contacted sooner, before Eastbay sold out so that I would have the opportunity to purchase the shoes elsewhere. I have been waiting most of this year for these shoes to release and had my heart set on them, but because of a lack of information and communication I am unable to acquire them.

Desired Settlement: I believe that I deserve to know the reason for why I was inconvenienced. I also want the shoes in my size (US 14). At the time I placed my order Eastbay had the shoes in stock in my size. My bank approved the transaction, and I received order confirmation. I understand that acquiring the shoes at this point, when they have sold out in so many places is highly unlikely. But I don't think that I should just be ignored and told that there is absolutely nothing they can do for me. I think that I deserve some form of compensation, whether it be a sufficient discount on another product, or what have you. But ideally I want to receive my order.

Business Response:

February 16, 2016

Better Business Bureau of Wisconsin

Attn: ******* **********
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint # ******** * ****** ******


Dear *******,

I received your correspondence and reviewed the information in Mr. ******’s complaint.  As we discussed, this is listed as a second notice but we did not previously receive notification of this concern.

Mr. ******’s order was placed on 12/12/15 and was held for verification by our Payment Verification Department (PVD).   The order was cancelled on 12/16/15 due to not passing verification and we notified Mr. ****** of the cancellation the same day.  He contacted us on 12/17/15 requesting to know why the order was cancelled and was told at that time that it did not pass payment verification.

On 12/30/15 we received a Bizrate comment from Mr. ****** regarding the reason for the cancellation and his request for compensation.  We sent the following information:

Response: Email To Customer - All orders are subject to payment verification

and authorization prior to being processed to ship.

Your order has been cancelled by our Payment Verification Department as your

credit card was declined. There is no compensation for an order cancelled due

to a declined payment.

For any additional information regarding your payment, please contact our

Payment Verification Department at ###-###-####. - eCC

During the online order process and in the initial confirmation e-mail, our customers are informed that all orders are subject to payment verification.  In addition, during high-demand releases such as this one, customers are also informed on the product page and during checkout that their item is not guaranteed until they receive a shipment confirmation.

I apologize that we are not able to provide Mr. ****** with additional details regarding the cancellation of his order but as he is aware, our payment verification process is confidential company information that we are not able to release to customers.  We do reserve the right to cancel any order and we do not issue compensation for declined payment situations.  I apologize that he was not contacted sooner but we did contact him immediately when his order was cancelled.  Unfortunately there is not a designated timeframe for payment verification as all orders and customer situations are different.


Thank you for your time.

******* *
Customer Care Supervisor
Eastbay

2/22/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchases 3 tanks on 10/13/2015 order number 51817176 and received delivery but size was too big so I returned to exchange for a Medium size. It took them about two months, 12/08/15 they shipped a correct size Medium (order number 050625497) but to the wrong address. They shipped to my billing address instead of mailing address although I called to warn them not to ship it there as soon as I got an email that an order were created they went ahead and ship it. I spoke to customer services and the packed got rerouted back to them after I tracked it and saw it was going to my billing address. On 12/12/15 they created another order 050702771 to ship to the correct address, my APO address. Tracking number of this order has been on pre-shipment status since then up to now 11 Feb 2016. I called customer service to just return my money so I can buy this item else where, they are all reluctant, I periodically call but getting bounced around left and right. I even asked to speak to manager, they say manager was not available but will call me back, never phone a phone call nor a text. On January 8, 2016 they opened a delivery investigation number 3150209-MPNR (KMM21356822V34091L0KM)?, claiming it will take 6 days for them to update me with the status but until this day I have heard nothing. I keep calling periodically, no help. Stay on hold, transfer to investigation team but the phone rings never nobody answers, rarely get voice mail. I got a call back once with no info other than call us back at the customer service number, and when I call back I go back in the same loop, wait I will transfer you e.t.c. I am tired of dealing with Eastbay, not professional at all. It has been 4 months since I first place an order, I just need a refund of my $71.37 I paid for this invisible items.

Desired Settlement: Pay me my $71.37 I paid to purchase items I never receive and no hope of receiving.

Business Response:

February 12, 2016

Better Business Bureau of Wisconsin

Attn: ******* Colmerauer
10019 W. Greenfield Avenue
Milwaukee, WI 53214


RE: Complaint # ******** * ***** ******


Dear *******,

I received your correspondence and reviewed the information in Mr. ******’s account.  I sincerely apologize for his continued inconveniences in trying to resolve this situation.  I have entered a refund of $71.37 back to his PayPal account, which they should fully process back to his account within 3-5 business days.


Thank you for your time.

******* ********
Customer Care Supervisor
Eastbay

Tell us why here...

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 still wonder why it took 4 months of me making unsuccessful frequent phone calls to the Vendor, anyhow I don't think it will happen to me again because I doubt I will use their business again after what I went through.

Thank you BBB for your help in facilitating my right to a refund for a product I never received.

Regards,

***** ******


2/20/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/16/2016 Advertising/Sales Issues
2/10/2016 Problems with Product/Service
11/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted eastbay numerous times over the past two weeks to make a return. They have been telling me that they have sent a return label and refund but I have yet to receive either. The customer service reps are always rude and it's almost like they refuse to send me a return label and my refund. I have contacted PayPal and notified them also because my payment was through them.

Desired Settlement: I would like a full refund and an apology from eastbay for this

Business Response:

November 16, 2015


Better Business Bureau of Wisconsin
***** ******* ********** ***** ** ********** ****** ********** ** *****


RE: Complaint # ******** – ***** ***

Dear *******,


I received your correspondence and reviewed the information in Mr. ***’s account.  I sincerely apologize for the inconvenience he has experienced with our company while trying to make his return.

His account shows that his account has been placed with *****, a resolution specialist who provided the PayPal confirmation number for his refund and confirmed that he received a return label on 11/13/15.  At this time all Mr. *** needs to do is send the item back and his account will be updated.

Again, I am very sorry that he had such a poor experience with us.  We greatly appreciate his patronage and look forward to giving him a better experience in the future.


Thank you for your time.

******* ******** ******** **** **********
Eastbay

11/22/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/21/2015 @ 9:51am I contacted Eastbay, Inc., customer services line because I ordered a product on 10/13/2015 and UPS delivery company told me that they product was not physically there, although the system I looked up said it was. UPS instructed me to contact the seller (Eastbay, Inc.) directly to have to put a trace on the product. I contacted Eastbay, Inc's customer services line and spoke to a representative named *****. He told me that since the item I ordered was due to arrive in 5-6 business days, he told me to wait until Friday to call them back and they would trace the item then. I explained that I have been a valued customer with Eastbay for over a decade and would like them to trace my product immediately. He told me that he would speak to a supervisor. He then told me that the supervisor declined my request to trace the item I purchased due to the 5-6 days window. I then requested to speak to a supervisor. When I spoke to the supervisor (*********), she told me that due to policy that she could not put a trace on the item immediately and I would have to wait until Friday. I explained that I have left work on two occasions to pick up this product with no results. I also explained that I have no control over the delivery company Eastbay uses and UPS asked me to contact Eastbay directly for the trace. In addition, the supervisor told me that the policy was in place to wait the 5-7 business days before the trace. I asked for copies of that policy and the supervisor told me that she did not know where the policy was. That aggravated me and I basically said thanks for your time. The supervisor quoted a policy that was not posted on the original ordering site and was not able to provide me a copy of the policy because, "she did not know where it was"?

Desired Settlement: I am requesting that my merchandise be traced immidiately so I can receive the product I ordered

Business Response: October 22, 2015

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

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

Dear *******,


I received your correspondence and reviewed the information in Mr. ******’s account.  I apologize for any inconvenience he experienced while trying to resolve this situation with our staff.  Our standard delivery time is 5-6 business days and our shippers require that we allow this timeframe to fully expire before they will begin investigating a package as lost.  It doesn’t appear this was fully explained to Mr. ****** when he contacted us, as it is not an Eastbay-specific policy.

Technically tomorrow is the 7th business day but I have started a delivery investigation with UPS on Mr. ******’s package on our end to hopefully speed up the process for him.  He will receive an e-mail within 24 hours and UPS asks us to allow up to 10 business days for them to complete their investigation.   


Thank you for your time.



*******
******** **** **********
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.

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

I have not been contacted within the 24 hour time phrase that eastbay has noted. I definitely want the item I purchased and an 

an immediate update. 

Regards,

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

Business Response:
November 11, 2015

Better Business Bureau of Wisconsin
Attn: ******* **********
***** ** ********** ****** ********** ** *****

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

Dear *******,


I received your correspondence and reviewed the most recent activity on this order.  UPS is confirming they delivered the order to him at 11:23am on 11/5/15.  Because there was confirmed delivery on the package, we have closed our investigation.  If Mr. ****** has further concerns, he is welcome to contact us at ###-###-#### for assistance.


Thank you for your time.



*******
******** **** **********
EastbayTell us why here...

11/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed on order with Eastbay on Transaction ID ******** for the total of $88.28 paid via my Pay Pal credit account on 9/8/15. I have a My Choice account with UPS and I received notification from UPS that it schedule to deliver on 9/15/15. On the top of the Notification and per my request that this delivery states "A Signature is required for package delivery". On 9/15/15 my mother in law had to leave to pick up my daughter between 2:45 pm to 3:40 pm from school. Upon their return they noticed a UPS note that the delivery was made and left at the front door. But there was no package at the door. My wife Michele called UPS and they immediately opened up a case and would follow up within the next 10 days. She also called Eastbay as UPS is the delivery service they contracted out for this delivery. She explained what had happened and let Wes with Eastbay know that UPS stated that Eastbay does not require a signature for this delivery that is why it was left at the door. Wes at Eastbay said that there is nothing that they can do as once it leave the warehouse Eastbay is no longer responsible. He said that if Eastbay had to replace or refund every time someone stated that they didn't get a package that they would lose money. He showed no empathy and acted as if its not Eastbay problem anymore. He made my wife feel like she was making a false report. She asked what about us as a consumer, we have to continue to pay for goods that were never received by a person and left at the door without a signature. It not fair that Eastbay does not require a signature for any of their deliveries and no where on their website can we request this upon delivery. I have a MY Choice account with UPS requiring a signature for all packages and have the email from UPS stating that for this delivery and still both UPS and Eastbay are going back and forth blaming the other. In the mean time we had NO volleyball shoes for our daughter and had still pay for them. After calling Eastbay after the 10 day investigation they stated that UPS's GPS showed they were at our house and the driver stated that the package was left at the door (WITHOUT A SIGNATURE). I'm sure they were at my house as there was a UPS notification left but there was no package at my door. They said that they cannot and will not replace the shoes or give us a refund. Eastbay contracted UPS as their delivery service. Its not fair and had never dealt with a company that has "I DON'T CARE ATTITUDE and I will never purchase from Eastbay/Footlocker again.

Desired Settlement: I want Eastbay to take responsibility for a failed delivery as this is their contracted delivery service. I would like to see Eastbay take a more CUSTOMER SERVICE ATTIDUDE and actually care and offer a solution for their consumer.

Business Response:
Better Business Bureau of Wisconsin
Attn: ******* **********
***** ** ********** ****** ********** ** *****



RE: Complaint # ******** – ***** ****



Dear *******,


I received your correspondence and reviewed the information in Mr. ****’s account.  I sincerely apologize for the problems he had with delivery of his recent order.

UPS offers signature required as a feature of membership in their My Choice program, but it is not a feature that Eastbay currently offers to customers.  The only time a signature is required on one of our shipments is if the UPS driver does not feel comfortable leaving the package or if the customer’s shipping zip code requires signatures.

As our claims department informed Mr. ****, UPS has denied our claim request because they confirmed the package was delivered.  As Mr. **** is stating that his My Choice account dictates a signature is required for all of his shipments, he should file a lost package claim directly with UPS regarding his package to request a refund.  Even though Eastbay doesn’t require a signature for delivery, UPS should have made this a requirement per Mr. ****’s My Choice account specifications.  If UPS has any further questions or concerns about his shipment, they are welcome to contact our claims department directly for assistance.



Thank you for your time.

*******
******** **** **********
EastbayTell us why here...

Consumer Response: Submitted a 2nd claim already with UPS in early October. My wife called them on 11/02 as we have not heard from them. Was told by rep. Allanis that the 2nd claim was approved and a Check was mailed back to Footlocker Inc. on 10/12 for the full claim amount in question. She said I will need to contact Eastbay and follow up with them. My wife then called back Eastbay with her findings and was told by the supervisor Teresa that they have only notes stating the original claim was denied and we need to contact UPS. She explained that she did and asks if we could do a 3 way call with UPS. She said the UPS will need to call Eastbay Claimed Dept and they can not call them. But they didn't have a claims department  number to give to her.  Frustrated with the lack of help on Eastbay's part, she called UPS again and a Supervisor will try to contact Eastbay and it does show the 2nd claim was reimbursed to Footlocker Inc. We would just like some help in this situation. 

Business Response:
November 10, 2015

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



RE: Complaint # ******** – ***** ****



Dear *******,


I reviewed the additional information Mr. **** provided and viewed his account again.  We do not show any record of being reimbursed by UPS for this order.  As a courtesy to resolve this issue I have requested that PayPal refund Mr. **** $88.28 for the order.  He should be advised, however, that we will not refund for future lost package claims if UPS shows proof of delivery and denies the claim on the package.


Thank you for your time.

*******
******** **** **********
Eastbay

11/13/2015 Problems with Product/Service | Complaint Details Unavailable
11/9/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I DID NOT RECEIVED MY PACKAGE AND WAS TOLD I WILL NOT BE REFUNDED by *****, ****** and *****(supervisors) of Eastbay. On the 23, Sep, 2015 I placed and an for a pair of Nike GSB Air GIF Max 2-RD/Blk for $69.99. I received order confirmation and shipping tracking information. The package was delivered to a third party which was a customary practice. Subsequent to that the I order a pair of sneakers NIKE AIR FLARE-BK/RET/VI on the 20, Aug, 2015 package was shipped directly to my home address but was never received. When I am made contact with UPS they implied that I had to call Eastbay. However, I called Eastbay and they open and Investigation on the matter, long and short of if they delivered the shoes about three to four times (at the new address that I gave them) and was never received, not forthcoming that they was always was delivered by UPS. After several complaints the package was then left at the UPS office to be collected by the intended shipper who was not the sole recipient. In light of all this another package (Nike GSB Air GIF Max 2-RD/Blk) with then shipped and absolutely delivered by UPS except in the case is was left out that where according to UPS so rain could have wet it. Note however conveniently after complaining the UPS account was now a spare me the term that they used cause it was new to me but nonetheless that basically said that the account was set up to leave the package at the door and they (UPS AND/EASTBAY) was not responsible for it because the account holder was aware of the terms and conditions of this type of account. It is important to realise that this was a pattern that was pointed out to EASTBAY and UPS and was never mentioned by UPS/EASTBAY that the account had such a status. WELL I DID NOTT BOUGHT THE SHOES TO BUY AND LEFT AT THE DOOR STEP. To be told that I would not be refunded. Carmel of UPS told me to call back Eastbay and speak to a supervisor. ***** (supervisor) of EASTBAY told me to call back UPS. Back and forth I was with no regards on both sides that I paid for the shoes and they both simply did not care if I got them. EASTBAY who choose UPS as their COURIER service provider. With this in mind that the situation had recently happen. The investigation did not point in UPS direct that their services was not adequate according to what was expected of them. But surely to me the consumer to say it is my faulty to choose UPS when I had no choice in the matter to shipped through another courier when is ONLY UPS Eastbay utilizes. So my money was taken by EASTBAY and I received no PRODUCT. SIMPLY CANNOT BE JUSTIFIED AND I REFUSED TO ACCEPT THAT MY MONEY WAS JUST STOLEN LEGALLY. I will not stop unless I got some sort of satisfaction for such unethical behavior by EASTBAY and not letting UPS lived up to their obligation as should have been rendered. BUYERS SOMETHING TO BE AWARE OF WHEN BUYING ON EASTBAY WHO CHOSE UPS AND PROBLEMATIC COURIER SERVICE PROVIDER. EASTBAY BE RESPONSIBLE AND UPS BE ACCOUNTABLE. I AM NOT THE FIRST.

Desired Settlement: DELIVERY of my sneakers expeditiously or my refund but I bought those shoes because I love them.

Business Response: October 29, 2015

Better Business Bureau of Wisconsin
Attn: ******* **********
10019 W. Greenfield Avenue
Milwaukee, WI 53214

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

Dear *******,


I received your correspondence and reviewed the information in Ms. ********’s account.  Our Claims Department handled the investigation of the orders that Ms. ******** stated were not received.  As there was already a previous claim of a lost package on Ms. ********’s account, initially her request for a refund on her most recent order was denied. 

To resolve this issue, I have issued a refund of $69.99 to refund Ms. ******** for order #49861822 which UPS confirms was left at her front door.  Her card issuer should fully process this refund within 5-7 business days.

We will not issue refunds for any additional claims of lost packages under Ms. ********’s account.  If she chooses to place additional orders, she is doing so at her own risk.  If she does not receive future orders, she will need to file claims directly with USPS/UPS, her third party shipper, or her local police department.

Thank you for your time.

Lindsey
Customer Care Supervisor
Eastbay

10/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made purchases online from Canada totalling $341.53. Was told that 2 items could not be shipped so I would have to get a US address service to clear these items (Brooks track spikes and Vans shoes). This resulted in an additional cost $217.34. The ******* football cleats were defective (stud sole layer of the shoe separated from the shoe during play) I had to pay $24 to return the item to a Canadian warehouse in Toronto. The item was delivered Sept 15th but had to wait until October 24th for the refund which is the end of the football season. Return credit was less than what I paid for the item as Eastbay used the exchange rate on the day the credit was processed. I called the centre and was told that nothing could be done as well as offering a $10 credit which I declined. After all the troubles of having to purchase another pair of cleats as the ******* was defective and having to pay for the return then wait until October 24 to get the credit, that is just awful. This order was a nightmare and after paying close to $700 cdn and the loss of the use of the cleats, its not acceptable that all that is worth $10. I have had no previous issues with this company and we have been purchasing online since 2013 to the tune of $1200usd so what is $10 in the grand scheme of things, to us it's a company not accepting responsibility and not respecting that it's an additional cost to Canadians when we make online purchases with Eastbay. So if brand loyalty means nothing to Eastbay then I can and will certainly take my business elsewhere! BTW this also happened to 6 other players on my son's university football team! The shoes are no good and if they choose to sell defective items then they should be prepared to deal with the fallout with the consumers.

Desired Settlement: I am requesting a customer service gesture credit of no less than 25% off my next order or at least $50usd credited to me for the the loss of use of the defective cleats which is 25% of the cost of a new pair of cleats.

Business Response: October 27, 2015

Better Business Bureau of Wisconsin
Attn: ******* **********
***** ** ********** ****** ********** ** *****

RE: Complaint # ******** * ****** ******

Dear *******,


I received your correspondence and reviewed the information in Ms. ******’s account.  I am very sorry that she has been experiencing such inconvenience and frustration with Eastbay in regards to her recent order and return.

Eastbay orders billed or refunded to Canadian credit cards are based on U.S. currency and refund amounts are not adjusted by our warehouse to reflect differences in exchange rates.  However, obviously Ms. ******’s situation extends beyond that process, so I am happy to issue her an additional $50 refund.  This refund will be transmitted to her bank as U.S. funds and should be fully processed by her bank within 5-7 business days.

I thank her for her patience and I am hopeful she will continue to choose Eastbay for her athletic wear needs in the future.


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,

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

10/25/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The item was never delivered. It showed that it arrived on 09/25/2015 and no movement since. I have contacted Eastbay, UPS, and UPS surepost and have gotten the runaround. I tracked the package on 10/03/2015 and it mysteriously shows scans that the pkg is being returned to the shipper and not delivered to me as I have requested daily.

Desired Settlement: I want the merchandise that I ordered delivered to my home adr.

Business Response: ****** ******** ****** ** ********* ***** ******* ********** ***** ** ********** ****** ********** ** *****


RE: Complaint # ******** * ****** *****


Dear *******,

I received your correspondence and reviewed the information in Ms. *****’s account.  I sincerely apologize for the inconvenience she experienced with her recent order.

The UPS tracking on her package is quite unusual and shows that UPS received an online request from the recipient to have the order held at a local UPS facility, but then shows that they deemed the package lost approximately one week later.  Her account shows that we received the order back as undeliverable on 10/8/15.  Our warehouse restocked the item on that date and issued a full refund of $98.99 back to the credit card used on the order.  If Ms. ***** would like to place a new order, she is welcome to do so anytime on www.eastbay.com.

 
Thank you for your time.

*******
Customer Care Supervisor
Eastbay

 

10/4/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an online order on 8/16/15 for 226.00 in which, was not received. I called Eastbay on or around 8/24 to advise not received I spoke with *****. ***** told me the order would be delivered 8/27 by the post office. I was shocked called back same day spoke with ***** he advised would be delivered 8/27 also. I then called back on 8/28 spoke with **** who then advised an investigation was open someone would call me 8/28 of course I never heard from anyone. I called again 8/30 spoke to a manager ***** who then advised prior customer service representative refunded the wrong account. ***** assured me that I would receive a refund. I checked with my bank not to my surprise no refund. I then called back to wait in line over 23 minutes on 8/31 spoke to ***** who was clueless stating I would have to speak to ***** as no other manager would handle my issue. I called back again 9/1 spoke to ***** he remembered the conversation and advised the wrong account again was refunded and he would call me back on 9/1 of course, never heard from *****. I called back 9/1 spoke to another clueless manager ***** who then stated because after I reported my item never received someone else made the same complaint several days later therefore, they have to do another investigation. When I spoke to **** he told me then an investigation was being done then on 8/28 which, was on the wrong order. How is this my fault? Why should the customer have to pay for incompetent customer service representatives that made this mistake? As you can see I have been given false information and the runaround. When I told ***** I was filing this complaint she could careless. it very apparent this company is for quantity not quality and their reputation means nothing. ***** had the nerve to tell me that because I reported my package missing and several days later another report came in of a missing package it was suspicions. again, what does this have to do with me? Had you processed correctly in the beginning we would not be in this situation. I am very, very upset and angry that eastbay has not resolved my issue. Why should I have to call this company so many times? I have been getting the run around for several weeks which, is unacceptable and ridiculous. I would be more than happy to provide you all with a copy of phone records to show how many times I have called. eastbay states they record calls please pull those to verify the lies and false information I have been providd. Had this been a reputable company like ********** ****** or *******'s this issue would have been resolved quickly. I am requesting a full refund immediately.

Desired Settlement: Refund Immediately

Business Response: September 10, 2015

Better Business Bureau
Attn: ******* **********
***** ** ********** ******
********** ** *****
 
RE: Complaint #******** – **** *******
 
Dear *******,

I received your correspondence and reviewed the information in Ms. *******’ account.  I sincerely apologize for the inconvenience she has experienced on her recent Eastbay order.

In regards to the delivery investigations in this account, it does appear that the initial investigation was done on order #********, which UPS confirmed was delivered on 8/26/15.  A refund was issued back to the original credit card for that order.

The investigation on order #******** was initiated on 8/30/15 and we are currently working with UPS to determine the circumstances of that delivery, as they confirmed that it was successfully delivered on 8/24/15.  We cannot determine the next steps until that investigation is completed, as it determines whether a refund will be issued.  Investigations take up to 10 business days and the 10th day is 9/14/15 (delayed for one day due to the Labor Day holiday.)

In regards to the refund that was processed for order #********, we have made several attempts to contact the individual at the shipping address to discuss the shipment, but the phone is hung up immediately when we identify ourselves.  We will continue to look into this situation to determine whether the refund was due or if the recipient did receive the package and the refund should be reversed.

Again, I am very sorry for any conflicting information Ms. ******* may have received and that the initial investigation was completed on the wrong package.  If UPS does confirm that order #******** was not delivered, we would be happy to upgrade the shipping on a replacement order.  I have documented this information in her account.

Thank you for your time.

******* ********
******** **** **********
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.

When I first called why was my issue not resolved then when I specifically stated all information to the representative? Why has it taken over 6 calls and nearly a month? Your staff again your staff made the mistake and refunded the wrong account. Tell me how this is my fault? What does someone else's order have to do with mine? Where is your proof that UPS actually delivered? was it the correct address? Where is proof of signature? I have been given conflicting and incorrect information with no resolution. I have spoken with manager after manager This manger has not done anything different except repeat the same thing as others. This matter should have been resolved by someone who knows how to handle customer issues such as a GM or VP. I will never order from your company again and will encourage others as well. Don't even think about replacing refund immediately. I now question is 226.00 worth your reputation?


Regards,

**** *******

Business Response: September 23, 2015

Better Business Bureau
Attn: ******* ********** ***** ** ********** ****** ********** ** *****

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

Dear *******,

I received your most recent correspondence and reviewed the current information in Ms. *******’ account.  The delivery investigation on invoice #******** has been completed and UPS has confirmed that the package was successfully delivered to the recipient on 8/24 as stated in the package tracking.

To resolve this issue, I have issued a refund of $226.78 back to Ms. *******’ credit card, which her bank should fully post to her account within 5-7 business days.  Any future filed claims of non-receipt of orders under this account or to this shipping address will be investigated with the shipper and we cannot guarantee that refunds will be issued if the shipper confirms delivery.

Thank you for your time.

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

 

9/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 2nd I ordered a pair of shoes from eastbay. The shoes came, were too small, and I sent them back for a REFUND. In the meantime, I had to order another pair that fit. I was charged for the 2nd pair. I sent the first pair back on August 7th and STILL am awaiting my refund. I have called the company 6 times and people have assure me I am going to be given credit. I have NOT been giving credit and in the meantime.....ANOTHER pair of shoes have showed up. I DID NOT WANT MORE SHOES. I simply wanted my money back for the pair I sent back. I have the reciept from the post office showing that I did indeed return the shoes. The customer service is very inept and can't even tell me why I haven't gotten my money back yet. I am trying this before I got o my bank for an unauthorized charge. Please help.

Desired Settlement: I simply want my 39.99 back form the pair of shoes I SENT back.

Business Response: September 11, 2015

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

Dear *******,

I have attached our response to this complaint.

Thank you,
******* ********
******** **** **********
Eastbay

9/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order back on August 10 to take advantage of a sale on Nike Romaleo 2s. The full price of this transaction was debited from my PayPal account on August 10. I was told tonight (weeks later) when I inquired on the status of my order, that there was an internal processing error and although Eastbay had my money and would credit it back, my order was never placed. This, to me, is outrageous for a number of reasons. For one, had I not thought to check my own bank account tonight, Eastbay would've kept $130 of my money without saying a word. That to me is unacceptable and when I pointed this out I was not even met with an apology. More importantly, it has been days since this was reported and not only did Eastbay not apologize or process my order - they have not credit my funds back to my account. And considering the shoes I successfully ordered weeks ago are now over $60 more than the original purchase price... I've been forced to waste hours of my time trying to get this resolved, it's still uncertain whether my funds will get credit back to my account (as shady as Eastbay has been acting so far, I wouldn't put it past them to try and keep my money once again)... and I'm forced to pay over $60 to purchase the same shoes I tried to purchase weeks ago from Eastbay.

Desired Settlement: While I doubt I would still look back on this transaction and say I'm satisfied, my preferred resolution is to deliver the shoes I originally ordered at the original purchase price. I intended to give Eastbay the $130 - I just expected them to act like a real business and process my order, rather than just trying to keep my $130 and not selling me anything. I'd be happy to take my business elsewhere, assuming Eastbay ever decides to refund my $130, but that would still cost me over $60 more than my original order. At this point, I'd prefer to simply receive the shoes I ordered and not have to waste any more of my time dealing with such a sketchy business.

Business Response: September 1, 2015

Better Business Bureau
Attn: ******* **********
***** ** ********** ******
********** ** *****

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


Dear *******,

I received your correspondence and reviewed the information that Mr. ***** provided.  His account shows that his online order did not download correctly into our system and was not transmitted to our warehouse.  This is a rare occurrence, but I completely understand his frustration.  The only reason he was even charged for the order is because PayPal requires us to collect funds immediately (versus credit/debit cards where payment is only taken when the order ships out).  PayPal does regularly review their orders and reach out to us on orders like this, but unfortunately it can sometimes take up to a month for us to be made aware of the situation.

Mr. *****’ account shows that his PayPal account has been refunded in full for the order that was not placed in our system.  We would be happy to honor the lower price on a reorder, and there are two ways we can achieve that.  Mr. ***** can call in to place his order over the phone with a credit/debit card, which would allow us to adjust the price on the spot.  (We could also upgrade his shipping at no cost.)  If he would prefer to use PayPal, the order would have to be placed online and we would issue a refund for the difference back to his PayPal account after his order ships out. 

I have documented all information in his account (customer #********) so our customer service staff is aware, and we will assist Mr. ***** with the option that he chooses.  I sincerely apologize for any inconvenience this situation caused to him, and we look forward to resolving it for him as soon as possible.

 
Thank you,

Lindsey **
******** **** **********
Eastbay

9/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I order a pair of shoes New Balance 1980 AD shoes. The package not only took forever to come but also you ship the wrong pair of shoes. The model shipped was the New Balance 1980AB. I called East Bay yesterday and the representative have no clue about returns/refunds to Canada. In addition, I requested for you to send me a prepaid label or use your Purolator account to return the item and he had no idea what I was talking about. I requested to have a new pair shipped right away, only for him to tell me I have to wait for the return process first. I requested if as a courtesy they will overnight the shoes and he said no. The representative said that my only option was to re-purchased a second pair of shoes, in the correct model if I wanted the shoes right away.

Desired Settlement: 1) I would like for East Bay to send me a prepaid lable as it was your mistake shipping the incorrect pair of shoes. 2) Refund for the second pair I got charged, which I got charge in USD and I have to phone my bank and see if the would adjust the refund to Canadian dollars. 3) Overnight the correct pair of shoes and not having to wait 2 weeks for it.

Business Response: August 25, 2015

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

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

 
Dear *******,

I have received your correspondence and reviewed the information in Mr. *******’s account.  I am very sorry to hear of the inconvenience he experienced on his recent order
with Eastbay.

The original order in Mr. *******’s account is for product #ML1980AB (color of burgundy/gray), not product #******** (color of black/gray).  The product numbers are very similar so this was likely due to human error on the part of the phone operator taking the order.

Typically in this type of situation we would send a no-charge replacement order to the customer with upgraded shipping and send them a prepaid return label for the original item.  Unfortunately these options are not available for international customers, including Canada, as we cannot expedite an order and our prepaid labels are only for use in the United States.

Mr. *******’s new order shipped on 8/21/15 and is on its way to him, and we will be happy to refund the shipping costs he incurs to return the original product back to our warehouse via regular ground shipping.  I have documented this information in his account so our staff is aware that he is due a refund when he contacts us with those costs. 
When we receive the original order back, we will issue a full refund back to his credit card.

Again, I sincerely apologize to Mr. ******* for this situation and he is welcome to contact us at ###-###-#### or www.eastbay.com if he has any further questions or concerns.

 
Thank you,

******* **
******** **** **********
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.

You are simply blind and don't know how to use the BBB website. Email has attachment on it.
Your lack of caring is just simply unacceptable.

Please go back and open again the message and there are 2 attachments there. 

Regards,

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

Business Response: August 28, 2015

Better Business Bureau
Attn: ******* **********
***** ** ********** ****** ********** ** *****

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

Dear *******,

Your most recent response did come through with the necessary attachments and I have entered refunds in Mr. *******’s account for $134.97 on order #******** and $20.64.  He should allow 5-7 business days for the refunds to process and for his bank to post them into his account.

Thank you,
******* **
******** **** **********
Eastbay

 

 

8/30/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: made a online purchase at eastbay on 8-10-15. since i needed the items ordered before the next week i selected the shipping 3-4 day delivery for 5.99. Got a email on the morning of 8-11 stating the shipment would be there on 8-17. I immediately called eastbay customer support and spoke with a "heather" whom advised me that there is up to 24 hours or "processing time" and the package will still be there in the 3-4 day limit. If i chose to expedite my order and its says 3-4 days i expect to receive my items within 3-4 business days. I then told heather no problem i will have to cancel this order and buy the items locally because i need them, she said i could not cancel my order at this time. I asked if it was possible to speed up my order and she also stated no. I will no longer do any business with eastbay and will tell all my friends and coworkers what terrible customer support they have and how rude they are.

Desired Settlement: i would like a refund for the 5.99 shipping i paid. This is a fraud they charge for a service, then when they cant deliver add 2 days for processing. I wont be surprised if a class action lawsuit springs up soon over this.

Business Response: August 19, 2015

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

 
RE: Case #10764481 – ****** *****

 
Dear ****,
I have received your correspondence and reviewed the information in Mr. *****’s account.  I have included the information from our website explaining our two rush shipping
options (Next Business Day and 2 Business Days) as well as the details of the 3-4 Business Day service that was chosen for Mr. *****’s order.  Any packages that are not sent via rush service do take 24 hours to leave our warehouse, and the shipping time begins with the first business day after shipment.

Heather left notes in Mr. *****’s account following their conversation confirming that when they spoke, his order could no longer be changed or cancelled, so unfortunately we did not have the option of changing the shipping method or cancelling the order at that time.

I sincerely apologize for the inconvenience Mr. ***** experienced with his order and for any confusion regarding the shipping timeframes.  I have issued a refund of
$5.99 back to his credit card to reimburse him for the shipping costs on his order.  (He should allow 5-7 business days for his bank to process the funds back to his account.)

 
Thank you,

*******
******** **** **********
Eastbay

 

8/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for a pair of shoes from Eastbay.com on Sunday, August 9th. The shoes were regular price $140, but Eastbay was advertising a promotion for 15% off orders of $75. There were no exclusions noted on the product page for the shoes, and the code applied without issue in the checkout cart. I submitted payment through PayPal, and the order went through without issue. The next day I received an email from Eastbay's customer service, advising me that the product I ordered was "excluded from the promotion" and that my order had been cancelled. There was no mention of a refund, nor have I received one as of my writing this narrative. This "bait and switch" tactic is illegal, and Eastbay should be made to deliver they product they offered at the advertised price.

Desired Settlement: Eastbay charged me $115.98 for the shoes that they notified me I would not be receiving. Eastbay should deliver the shoes they advertised at the $115.98 price with the 15% off code.

Business Response: Dear ******,
I received a copy of the complaint you filed with the Better Business Bureau regarding
your recent Eastbay order, and I am happy to assist you with your concerns.
I reviewed your account and the chatle-mail logs from your contacts with our eCustomer
Care department in regards to your cancelled online order. It appears that the item you ordered
was excluded from promotional pricing so the 15% code you used on the order couldn't be
applied to that item. However, as you stated in your complaint and when you contacted us
previously, you didn't see that disclaimer listed at the time your order was placed and our system
initially allowed the order to process through.
Our manufacturers do limit promotional discounts on certain items and unfortunately we
are not able to override those guidelines. I cannot state with certainty why the verbiage stating
"this item is excluded from discounts" would not have appeared at the time of your order, as we
do not change that information once it is listed. As a courtesy for your inconvenience on this
order and because you are a longtime and valued customer, I am sending an e-mailed $25 gift
card for use on a future order, which can be applied to any item regardless of manufacturer
exclusions. (You should receive this card within 3-5 business days.)
Please be aware, however, that the use of our website signifies agreement with the Terms
and Conditions which state, in part, "In the event that a product sold is mistakenly listed at an
incorrect price, Eastbay reserves the right to refuse or cancel any orders placed for the product
listed at the incorrect price, whether or not the order has been confirmed and your payment
method charged. If your payment method has already been charged for the purchase and your
order is cancelled, Eastbay shall issue a credit to your payment method account. "
In the event you aren't already aware, we refunded your PayPal account in full for the
amount of your order (PayPal transaction ID #*** * **** ***** ****). If you have any further
questions or concerns, please contact us anytime at ###-###-#### or www.eastbay.com.

8/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Order Number: ******** Customer Number: ******** Order Date: 06/04/2015 Since the middle of June I am trying to return what I bought because my son did not like it. Since that time I was contact Customer Service asking for Return Authorization Number and what they have sent to me is a copy of the order I placed but not the UPS label. I have called them back several times and their anwers is: "UPS has to send that label to you" I explained that I have never received that label, they told me to "Check your Spam Folder" I checked and there is nothing. As I wrote above, I was keeping contact this company and they have not resolved this problem. One time I sent the items back to them and they send them back to me. I am tired to contact them by phone and by mail and what I received is the same answer. I let you know that Eastbay is the WORST company for returning items. I feel they have been lying to me. For sure, do not trust Eastbay company the way they handle the bussiness, is very bad.

Desired Settlement: I want that Eastbay company take care of the UPS label and send it to me, then I could return the items correctly. I do not want that they keep saying the same to me and they do not resolve this problem, then, I will receive a credit for my order.

Business Response:

July 30, 2015

 

 

Better Business Bureau

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

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

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

 

 

RE: Case #******** – ******* *******

 

 

Dear ****,

 

I have received your correspondence and reviewed the information in Ms. *******’s account.  I am very sorry to hear of the trouble she is having return her items to our warehouse.

Her account shows that we have sent five different UPS labels to her e-mail since 6/29/15.  Unfortunately there isn’t a way for us to determine why they are not arriving in her inbox, but all e-mail services are different and occasionally e-mails can be blocked as spam.

When Ms. ******* last contacted us on 7/28/15, our customer service staff suggested the only remaining option, which would require Ms. ******* to pay up front for standard ground return shipping costs to mail the items back to our warehouse.  We would then reimburse her for that cost.

            Again, I sincerely apologize that she has had to contact us so many times to request new labels and we look forward to processing her return as soon as we receive it.

 

 

 

Thank you,

 

*******

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

Eastbay

Business Response: August 11, 2015

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

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

 
Dear ****,

Per Ms. *******’s account, we had not yet processed her return when I last responded on 8/10 so the return was not showing in her account.  The tracking attachment that she sent appears to be for the SmartLabel, which was the label included with her original package.  As she had contacted us numerous times requesting a replacement label, it appeared to us that she no longer had the original return label.  I apologize that this was not the case.

Ms. *******’s account shows that her return was processed today and a credit applied to her credit card in the amount of $89.29.  She should allow 3-5 business days for her card issuer to process this refund.

 

Thank you,

 

******* ******** **** **********
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.
As soon as I see the credit in my credit card I would accept their answer.


Regards,

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

8/19/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of shoes and they said they were delivered but I didn't get anything. I've been going back and forth between UPS and Eastbay for about 2 weeks looking for my refund. I still do not have s clear answer for whether or not I will get a refund regarding the situation.

Desired Settlement: I desire for the business to issue a full refund for my loss.

Business Response: August 18, 2015


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

 
RE: Case #******** – ******* ****

 
Dear ****,

I have received your correspondence and reviewed the information in Mr. ****’s account.  UPS previously advised us that they closed the delivery investigation on Mr. ****’s
order because his voicemail inbox was full and they were unable to leave him any messages.  We were able to successfully complete the investigation and today we entered a refund of $197.98 for the package.  Mr. **** should allow 5-7 business days for his refund to be processed and his bank to post it back to his account. 

 
Thank you,

******* **
******** **** **********
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,

******* ****

8/16/2015 Problems with Product/Service
8/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on sat morning and then later that evening we found out of a death in the family. I called to cancel my order becuase i need that money to make it to my family in minnesota. the customer service rep said i cant cancel it because its in the process of getting ready to ship. there website says we dont charge you till it ships well no shipping hppens on sunday so i dont see how there isnt time to cancel. the rep then informed me to wait till i receive the shoes then pay to ship them back and then wait 1-3 weeks for refund. ok that is not right. i then chatted with a rep online 6 hrs later and told her what was going on and she said she'd talk to her supervisor and then said try back mon afternoon and see if they got it canceled by then its gona be too late and they will have shipped. I have to be in minnesota at the latest fri morning.

Desired Settlement: i would like my order cancelled and if they ship them i would like them to expedite my refund and pay for expedited shipping back to them. this process will have to be completed before fri morn. by them not cancelling the order they are making this more stress on me then i need at this point. from my calculations the shoes wont even be here till fri. so why ship them if they can prevent this

Business Response:

August 3, 2015

 

 

Better Business Bureau

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

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

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

 

 

RE: Case #******** – ****** *****

 

 

Dear ****,

 

I have received your correspondence and reviewed the information in Mr. *****’ account.  His order has already left our warehouse but as a courtesy, I have notified UPS that we would like the package returned to sender.  We have begun the process to refund his credit card for $169.99; unfortunately, this process can take his bank up to 5-7 business days to complete and we cannot speed up that timeframe.

I do understand that Mr. ***** contacted us over the weekend with a request to cancel his order, but unfortunately the warehouse was not able to stop the package.  Packages do not physically leave our warehouse on weekends but they are prepared for shipment as soon as they are submitted.  As we process thousands of orders a day, it is highly unlikely that we are able to locate and stop one individual package.  For this reason, we notify customers at the time their order is placed that it cannot be changed or cancelled once submitted.

 

 

Thank you,

 

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

Eastbay

8/3/2015 Problems with Product/Service
7/24/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pair of shoes for my son and never received the shoes my order number is 49044744 the post office said that they left the shoes outside my house but I never received them so I want my money back

Desired Settlement: Just give me my money back

Business Response:

July 13, 2015

 

Better Business Bureau of Wisconsin

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

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

 

 

 

Re: Complaint #******** – ***** ******* *******

 

 

Dear *******,

            I received your correspondence and our response is attached. 

 

 

Thank you,

Lindsey

Customer Care Supervisor

Eastbay

Consumer Response:

On Fri, Jul 24, 2015 at 12:30 AM, ***** ******* <*********************> wrote:

I been sent a email saying that the company said that they would give me a refund an I did receive the refund already thank you

 

7/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to the Eastbay tent sale on 6/8/15 and found a pair of men's shoes for myself for a good deal $45 (half off the retail price of $89.99), but the wrong size. The shift manager told me they had 2 pairs in the warehouse which they would ship to the store, and I could pick mine up the next day. I stopped there the next day and the shoes weren't there. He looked it up in the system and told me the 2 they had before had been sold, even though he was the shift manager who promised this to me. He would not honor the price that he promised to me. He also confirmed with me those had been men's shoes size 10.5 that I had ordered. All he was able to do was offer me a small discount, and I had to speak with the store manager the next day. I then went back on 6/10/15 to speak with Mike, the store manager, who was extremely rude and unprofessional to me. Mike told me and my girlfriend that we were lying and that we were not promised the men's version of this shoe at a 10.5 size and that I was trying to order the woman's version instead. I had confirmed with the shift manager the previous day twice that I would be getting the MENS 10.5, and it was pretty obvious when I told him those shoes were for ME, a MAN.  I told this to Mike and asked him if I looked like a woman to him and he just shurgged his shoulders and said nothing. I felt insulted! He also made up other excuses implying my girlfriend and I were lying. He stated the pair of shoes I had found the first day was a women's pair, even though I had a pair of men's shoes in my hand. I had taken that up to the shift manager and asked for a men's 10.5 size, since the pair I had was a different size. Where would Mike get the idea that I had ordered a women's shoe? I know what I had in hand and he does not as he was not there. He was lying to cover himself and his employees. He was bullying and being very condescending to us, and he was trying to make us look stupid and like dishonest liars. I feel very disrespected, as well as my girlfriend. This has gone back and forth with the business in a previous review I submitted, and everything Mike said was a lie. He also stated there was some "mystery form/slip" that was filled out ordering a women's shoe, which I had never seen. This was also fabricated by Mike. The 30% discount Mike offered would bring the total to around $62, while the price that was promised to me was $45 (50% off). This is the mistake of an Eastbay employee, not myself or my girlfriend. However, this company and their store manager Mike will keep insulting and calling their customers liars just to save a few dollars. This is the worst business practice I have ever been subjected to!

Desired Settlement: The resolution I seek is to simply get those shoes (Reebok Men's CF Lite Training Leather Shoe - Black) at the $45.00 price that was promised to me. An apology for the way my girlfriend and I were treated by Mike and Eastbay would be nice as well. Thank you.

Business Response:

June 30, 2015

 

Better Business Bureau of Wisconsin

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

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

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

 

 

 

Re: Complaint #******** – ****** ********

 

 

Dear *******,

            I received your correspondence and our response is attached. 

 

 

Thank you,

Lindsey B*******

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

Eastbay

 

Business Response:

July 16, 2015

 

Better Business Bureau of Wisconsin

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

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

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

 

 

Re: Complaint #******** – ****** ********

 

 

Dear *******,

            As stated in all previous responses, the box that was brought to the counter with a request to order was the women’s version of the shoe.  For this reason, it was the women’s product number that was written on the order slip that was filled out at that time.  When Mr. ******** tried to reorder the item, at that time it was discussed that he wanted the men’s version and not the women’s.

            Again, I apologize for any inconvenience but the sale price will not be honored on the men’s version as it was not part of the 50% off tent sale pricing and it is not the item that was originally requested.

 

 

Thank you,

Lindsey B*******

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

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.

As stated in all my previous responses, Eastbay is lieing again.  They keep changing their story.  I have stated many times that I DID NOT order what was in the box, and I DID NOT order a women's shoe!  My girlfriend was holding the box because it contained the women's shoes that she was buying for herself.  I have stated may times before that I spoke with the assistant manager and told him I was ordering a pair of MEN'S shoes for ME!  I was never shown this "mystery slip" that Eastbay keeps talking about, but the manager verbally verified with me that he had two pairs of men's size 10.5 left in the warehouse, and that he would have them shipped to the store.  I would be getting these at the sale price as well.

 

If Eastbay doesn't want to give me the sale price that I was promised, at least stop lieing!  This is extremely unprofessional.  Their assistant manager made a mistake, and I will not accept the way Eastbay is handling this situation.  Why would the assistant manager tell me they had the men's shoes at the sale price, and then the store manager tells me they are not part of the sale the next day when I came to get the shoes that were supposedly ordered from the warehouse?  Eastbay, stop implying that I am lieing because I am not, and I know exactly what happened.  Take ownership for your employee's mistake!

Regards,

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

 

 

7/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For my order: Customer Number: ******** Order Acknowledgement Number: ******** Order Date: 06/28/2015 I was told they would do a delivery investigation because the order came in an empty box. UPS informed and confirmed this and told me to have Eastbay refund me. Now that the investigation is over, Eastbay is giving me the run around and telling me they still won't refund me. They won't accept responsiblity for their error. When I call in they always hang up on me.

Desired Settlement: I would justl ike to be refunded for this order.

Business Response:

July 8, 2015

 

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

 

 

Re: Complaint #******** – ******* ********

 

 

Dear *******,

            I received your correspondence and reviewed the information in Mr. ********’ Eastbay account.  Our staff members who spoke with Mr. ******** today left notes indicating that we have cancelled the delivery investigation that was previously initiated on his recent order.  Earlier today UPS contacted us stating they had just received a call from Mr. ********, and he told them that he received the wrong item in the box (not an empty box).  As Mr. ******** acknowledged to the shipper that he did receive an item, we will not be servicing him with a refund for an empty box.  He hung up the phone when he was told no claim had been issued yet, so we were not able to inform him that he would not be compensated for this order.

            I also looked into Mr. ********’ accounts with our affiliated companies (Foot Locker, Champs Sports and CCS, which we no longer operate) and he has a lengthy history within those accounts of claims of lost packages (which the shipper confirmed were delivered) and empty boxes (with a merchandise weight matching the shipping weight), going back to 2011.  He was previously informed that we will no longer compensate him for any orders due to shipping issues if the package shows delivered, signed for, or if the weight of the package matches the shipping weight.

 

Thank you,

Lindsey

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

Eastbay

Business Response:

July 8, 2015

 

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

 

 

Re: Complaint #******** – ******* ********

 

 

Dear *******,

            I received Mr. ********’ additional concerns and I have documented in all of his accounts that he is seeking legal action.  Our legal department will have access to this information as well as all accounts and previous notes as well.

 

 

Thank you,

Lindsey

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

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. 

Thank you. According to my lawyers they are slandering be and committing fraud, this will be easy to win. Good luck! I will also let them know on a recorded line the use of the N word too.

Regards,

 

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

 

 

 

6/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered an item from Eastbay, and when it was on backorder canceled the item with Eastbay.Months later we were charged for that same order. When I called, several customer service personnel confirmed it had been canceled, and their payment department reversed the charge. Now we have been sent to a collections company for this same canceled order.

Desired Settlement: We would like to be removed from collections, and for Eastbay to honor the word of the multiple customer service people we spoke to who advised us the order has been canceled.

Business Response:

May 27, 2015


Better Business Bureau of Wisconsin

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

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



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


Dear *******,

 

I have received your correspondence and reviewed the information in Ms. *********’s account.  I forwarded her concerns to the Payment Verification Department who has been working on her case and they were able to provide some details on the situation.

It does appear that there were some credit card authorization issues on Ms. *********’s order for the Marcy Power Rack and Weight Bench.  Due to these issues, the item shipped out to her and was delivered on 10/29/14 (signed for by *****) but we did not receive payment for the item from her credit card company.

 In February 2015, our system recognized that the item had been delivered but was not paid for, and sent through an automatic authorization to Ms. *********’s bank for the appropriate charge of $574.06.  She then disputed the charge with her credit card and we again did not receive payment.

Since that time, our Payment Verification Department has made numerous attempts to contact Ms. ********* via phone and e-mail in an effort to resolve this issue in-house without escalating it further.  In these attempts, it was communicated to her that she needed to pay for the item that she had confirmed receipt of so we could avoid sending the matter to collections. 

Unfortunately our Payment Verification Department did end up having to send the account to collections due to non-response from the customer and non-payment on the item that was delivered in October 2014.  At this time, they have confirmed that the account will not be removed from collections as the item was successfully received by the customer and payment is due.

 

 


Thank you for your time.


Sincerely,

Lindsey B*******
******** **** **********
Eastbay

Business Response:

June 3, 2015


Better Business Bureau of Wisconsin

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

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


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


Dear *******,

 

          When Ms. ********* originally placed her order, the item went on backorder.  As we do not charge up front for backordered items, our system only held an authorization for the order.  As previously stated, we do not have any record of receiving a cancellation request from Ms. *********.  These requests require an internal form to be completed which leaves a record in a customer account; her account shows no record of that request nor any documentation that any of our associates received this request. 

          When the item shipped to Ms. *********, our system did not receive normal notification from the manufacturer that they sent the item out so we could complete the charge on her card.  She did not contact us to state that she received the item that she states she had previously requested to cancel, and our system saw the order as “unshipped” so the pending authorization was dropped from her account and payment did not post as it should have.

          In Feburary 2015, 4 months after Ms. ********* had received her order, our system rectified the error and charged her for the item that she had successfully received.  Again, we had not received any notification prior to that stating that Ms. ********* wished to cancel the order nor that it had been delivered to her, and the charge that was put through to her card was automatic through our system.

          After the charge went through, Ms. ********* then called us asking to cancel the order and then disputed the charge with her credit card for non-delivery of product (even though she had the item in her possession for the previous 4 months and was aware she had not been charged the $574.06 due).  Our payment department contacted her numerous times (as outlined in our previous response) regarding the issue and she did not respond back to our requests.  We make these contacts in a good faith attempt to resolve the matter internally and work with the customer to avoid sending their account to collections.  However, if we don’t receive a response and the customer still has the item in their possession that they have not paid for, we must proceed with the collections process so we can recoup the funds that we are due.

          As we have previously stated to Ms. *********, once an account is turned over to collections, the matter is then between that company and the customer to repay the debt and we no longer work with the customer directly.  At this point, she will need to work directly with collections to pay her past due balance.

 


Thank you for your time.


Sincerely,

Lindsey B*******
******** **** **********
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.


Their people agreed the order was canceled and the reversed the charge, I will contact the collections agency as suggested, but I do not find that a satisfactory answer. 

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

Regards,

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

 

 

6/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 31st, 2015 I placed an order on Eastbay.com and ordered two pairs of shoes. A couple hours later I called to have the order cancelled because I am an international shopper and was sending the items to a shipping company so that it could be sent to son. Because it was going to a shipping company ot would be impossible to have the items returned once they were shipped. I called a representative at eastbay to have the order cancelled but I was told that once an item is placed it cannot be cancelled. With majority of online retailers your credit card will not e charged until the item has shipped, the item has not been shipped. I spoke with a supervisor who said that they would call the warehouse to have it cancelled but i am aware that this is something they say to customers and then tell you the item cannot be refunded. I paid 145 USD and my card was charged 185 because of the exchange rate. I want this items refunded before they are shipped out. I did not use express shipping and the items should have been shipped in 3-5 business days so I know they are still in the warehouse. Eastbay really needs to fix there refund policy and give you a window time to change the order especially if it hasn't been shipped. I am not the first customer to complain about this particular issue.

Desired Settlement: Today is June 01, 2015 and i would really appreciate it if i could get a refund back to my credit card before the item is shipped to the shipping company.

Business Response:

June 1, 2015




Better Business Bureau of Wisconsin

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

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



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


Dear *******,

 

 

I have received your correspondence and reviewed the information in Ms. *********’s account.  A member of our leadership team contacted her earlier this morning with confirmation that our warehouse was able to cancel her order and Ms. ********* indicated she was satisfied with that result.

 


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. 

Regards,

 

******* *

 

 

 

5/31/2015 Delivery Issues
5/17/2015 Problems with Product/Service | Complaint Details Unavailable
5/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Eaastbay about purchasing products and inquired specifically about some Underarmor Brand Athletic sneakers and their true size fitting, since this is an online product with items and apparel they need to be accurate and very helpful with customers, and was told these items are TRUE to size, meaning they were sized exactly to proper size measurements of people. The representative ensured me the shoes did not run small or large but true to size, when I received them they were atleast a half of a size too small in length meaning they DO NOT run true to size, so I contacted Eastbay back to inquire about returning them and getting a different pair crossshipped so I had the new shoes for an event I needed them for. I was met with rude , unhelpful and unprofessional assitance by a **** **** named ***** #**** whom also refused to provide me with this information and when I was forced to hang up with her due to not being able to tolerate her anymore and her escalating the problem and making me very upset with her sarcastic and unhelpful tone, told me I had to buy another pair if I wanted to get them in time even though the error was their fault , and told me they do run true to size that just because they didn't fit me, something might be different about my feet, something wrong. I am retired Law Enforcement officer, I was also in Rapid Response teams I have had my sizes exactly fit to my boots, and gear for years, and I know my TRUE size and I dont appreciate someone insulting and condescending me telling me that I am at fault and there must be something wrong (different) about my feet and is probably why they didn't fit. After hanging up on this rude and unprofessional **** **** , I called the number back in hopes of getting someone more professional and I was already very very angry at this point from the badgering of the other **** **** Mentioned above. Upon getting my new representative I was understandabily very angry and just wanting information on the name and employee number of the "**** ****" ***** #**** and I was told by this new rep she was not allowed to speak to me and no one else was either, as the previous employee (***** #****) had put a note on my account NO ONE was to speak to me, and if I called back they had to send me to her again. I informed the new Customer Service representative I would not speak to that unprofessional employee again, and DO NOT transfer me back to her, the employee stated she would not try to force me to speak to someone I did not want too and wanted to help me if she could. The new **** **** was very professional and should be the one taking escalation calls instead of someone with a bad insulting attitude such as I received from ***** #**** whom I had to call back to get her employee identification information. This report is because of the rude unprofessional attitude and handling of me when I contacted them trying to get a replacement shoes sent to me even if they needed to put a hold on my band or credit card, while the wrong shoes that I was misinformed about and still has misinformation on the product page gets back to them so I didn't miss my event this week, and instead of helping or trying to resolve this issue ***** #**** only wanted to incite the situation . The **** **** ***** # **** also refused to allow me to speak to her supervisor or a floor supervisor and told me they dont have supervisors I am allowed to speak too, that I had to deal with her only. Not only is this also a LIE but is more evidence she is unprofessional, dishonest and vengeful.

Desired Settlement: I want my refund as the shoes have been returned, and not wait 3 weeks on my money that they didn't have to wait 3 weeks to get, I want a written apology from ***** #***** Supervisor and someone with this type of behavior towards paying customers has no place being in a **** **** with such a vengeful attitude. I had to re-buy packing materials to send the shoes back because of the cheap plastic bag they shipped it in was all torn up when I received my package. This was my first time trying out Eastbay as a vendor and I have to say I am greatly disappointed.

Business Response:

May 13, 2015


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



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


Dear *******,

 

I have received your correspondence and reviewed the information in Mr. *****’s complaint.  Due to the concerns outlined in his complaint and his specific requests for resolution, I have attached a response directly to him.

 


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 find that this resolution is satisfactory to me. 

Also I would like to thank you for taking the matter seriously and dealing with the vengenful employee who obviously does not appreciate her position or how she reflects upon the company with her lack of respect and willingness to help and assit customers as is her job and what she is paid to do. I also would like to reiterate, how very helpful the last person I spoke to and she helped me and calmed me down even though at that point I was very upset from dealing with ***** and  becuase of her I left the whole situation much better then I was after dealing with *****.  This employee who helped me should be looked at for management or a **** **** position as she very much has the proper temperment and respect for her customers even in the face of someone as upset and harsh as I was when I first got on the phone with her, she De-esclated the situation like a pro, and believe me, I know being retired *** *********** ******* *** *** ***** ** *******.
She is to be commended and you can tell her I said so, and you guys are hurting Eastbay by not ultizing such talent you currently hold in your ranks. She is the same employee who gave me the 10 dollar gift coupon for the problem I had with *****.

I believe the good as well as the bad should be noted . This employee mattered !


Regards,

 

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

 

 

 

4/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Louisville Slugger baseball bat for my son who is playing coaches pitch in little league. The bat is listed as a Louisville Slugger Omaha 515 YBO515X Coach Pitch Bat. My son took the bat to practice the next day and was told that he can't use it because it doesn't meet little league regulations. This bat has a diameter of 2 3/4 inches and little league regulations for majors and below say that the bat diameter can't be any bigger than 2 1/4 inches. I contacted eastbay about this situation and they said I would have to call Louisville Slugger because the stickers and wrapping was taken off of it.

Desired Settlement: I would like to get refunded to my credit card and I would like to see that they quit advertising this as a coaches pitch bat, so that others don't make the same mistake it do.

Business Response:


April 28, 2015


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



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



Dear *******,

 

I received your correspondence and reviewed the information in Mr. *******’s account.  I forwarded his concerns to our purchasing department and they stated that the rules for Little League and Coach Pitch are a bit different depending on what association sanctions a child’s team.  Children who play Coach Pitch in a Little League-affiliated league can only use bats that are approved by LL and their rule states the bat barrel must be 2 ¼”.  The Coach Pitch bat that Mr. ******* purchased is approved by the USSSA which allows 2 ¾” bats.

 For Mr. *******’s inconvenience we will be happy to accept his bat back as a return and issue him either a full refund or an exchange.  I have noted this information in his account and requested an e-mailed UPS prepaid return label for his use.  He should receive the label within 1 business day and his return can be taken to any UPS location.

 


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.  I would like to just return the bat for a refund as I have already purchased another bat. Thank You.

Regards,

 

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

 

 

 

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/26/15 I spoke to a charge back specialist named ** ****** ****. There was a item that i was disputing about a pair of shoes i ordered and never received, because item was out of stock and unavailable. I called my credit card to put a hold on that charge until i had more information about the item. I was calling and emailing Mrs ****** to get the bottom of this. Mrs ****** was very rude and unprofessional , calling me a thief in so many words. She kept say to me over and over again "give me my shoes or give me my money". So looked into more and i did received my product in an different order. I called my credit card company and Mrs ****** to resolve the problem and we did. I also talk to my credit card company to release the fund back to eastbay 2-3 days and they did. I also send Mrs ****** all copies of were the the money was on hold. The money was hold and did not have in my Possession, so how can i be a thief. On 4/01/15 I called Mrs ****** to see if the funds were back on eastbay Possession and she said "yes". Mrs ****** also informed me that i was not welcome to order anything out of the eastbay, footaction,footlocker, champsports, ANYMORE because there were to many emails and phone calls involving.So she shut all my member account down. I'm a platinum member that i paid a fee that will expire on 6/31/15 and can no longer use. I'm a good customer that buy 8-12 pair of shoes a month between all the websites and stores. I have not been treated fairly . Take care

Desired Settlement: Reinstate my account numbers and Platinum

Business Response:


April 14, 2015


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



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


Dear *******,

 

I received your correspondence and reviewed the information in Mr. ******’s account.  His account does reflect the decision of our Payment Verification Department to not accept any future online orders from him.  If Mr. ****** would like more information on this decision, he is welcome to contact our Payment Verification Department at ###-###-####.

 

 


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.

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

Regards,

*** ******

Ps , If they are canceling my Platinum membership . I would like to have my money refunded of $40.00 that i paid for the membership  , because they did not meet there agreement that i paid for. The platinum membership expires 6/30/2015.They are making the decision to cancel my membership as stated. Thanks

 

 

Business Response:


April 14, 2015


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



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


Dear *******,

 

I received Mr. ******’s additional concerns and I have looked further into his account.  Prior to his account being closed by our payment verification department, he received over $600 in free shipping and over $50 in product discounts related to his loyalty club membership since June 2014.  As the benefits he has received far outweigh the original $40 he paid for the membership, that fee will not be reimbursed.  In regards to the cancellation, the Terms and Conditions Mr. ****** agreed to at the time he joined the loyalty club state the following:

 

We may, at our discretion, cancel, modify, or restrict the Eastbay Loyalty Club at any time without prior notice. Eastbay has the right, in its sole discretion, to modify, add or delete any of the Loyalty Club terms, conditions or benefits, in whole or in part, at any time, with or without notice, even though such changes may reduce (or increase) the value of a Member's benefit, except where prohibited by law. Continued use of your Membership in the Eastbay Loyalty Club constitutes acceptance of any modifications, additions or deletions.

 


Thank you for your time.


Sincerely,

******* ******** **** **********
Eastbay

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of Special release shoes from Eastbay, a company I am not only a loyalty club member at, but more over spend a decent amount of money at annually, and the product I received was damaged. The shipping container was in good shape, and had no issues, however, when opening the box, the shoe box itself (for shoe releases like this, the shoebox has significant value associated with it, both in monetary and sentimental form for those who collect shoes) had significant damages, it appeared that someone dropped it, stepped on it and or it got smashed somewhere. The shoes themselves appear to not be damaged, however this has yet to be determined 100%. I contacted Eastbay twice regarding this, once via chat and second via phone, both with the same outcome. They do not replace boxes nor does that count as a defect. I then proceeded to contact Nike directly regarding the issue, and they directed me back to Eastbay as they were the reseller that handled the order. Eastbay has generally always exceeded my expectations, and are a great representation of the state I live in as they are a Wisconsin based company, however, this case was a shame, as I am sure many of their employees know that Releases such as Retro Jordan releases, are expensive, hard to get, and the box is very much a part of the purchase. Product damage images are available upon request.

Desired Settlement: I understand that collectable shoes come with those who scam to try and get free replacements, I am not trying to do this, I simply would like them to acknowledge the issue, address it accordingly and not disregard the claim as something they cannot address. The pair of shoes after tax cost well over$200, and they cannot be simply exchanged or returned and purchased elsewhere as they are sold out. With that, I would like them to atleast mend this bad transaction, as like I have said before, they have always had standout service, and this time around, I am very disappointed, in not only the transaction, but more over their handling of the issues. If they are unable to get a new product and or box, then the very least they can do is compensate for this, as it was clearly shipped damaged, rather than being damaged in shipping.

Business Response:

April 15, 2015

 

 

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

 

 

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

 

 

Dear *******,

 

 

I have received your correspondence and reviewed the information in Mr. ******’s account.  I apologize that the shoebox from his most recent order was not in new condition.

We do understand that for some of our customers, the shoeboxes of some products are collectable items and they expect to receive a brand new box without any sign of distress or wear.  We do have special handling processes in place in our warehouse for launch items so we can protect the shoeboxes as much as is feasible.  However, at times the shipment we receive from the manufacturer contains boxes that are not in brand new condition.  We are more than happy to reimburse customers if the product they received is not up to their standards, but the box is meant to protect the shoes and we do not compensate for shoeboxes.  Unfortunately we also do not receive extra boxes from the manufacturer so we are not able to send a replacement.

            I see that Mr. ****** is a very good customer of Eastbay and we appreciate his patronage.  To that end, we would like to offer him free Next Business Day shipping (a $24.99 value) on his next phone order. I have included this information in his account notes and he can just mention it to our staff when he calls in.  Again, I apologize for his inconvenience and I thank him for bringing the matter to our attention.

 

 

 

Thank you.

 

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

Eastbay

 

4/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased goods using my bank account (debit card), I was not satisfied with the order upon receipt. I sent an email to Eastbay asking about the cheapest way to make a return. Instead of telling me the cheapest way to make a return, they sent me replacement shoes and an email with a prepaid UPS label. I needed to return almost everything I bought, the UPS label was for only 1 item. I did not request a replacement for shoes. I was forced to pay out of pocket in order to return the items. After Eastbay received my return they sent me an intimidating email. They processed 1 exchange for a pair of shorts and a refund for the other goods. They failed to send me an email regarding the refund amount. They just sent me information on the exchange. I then called Eastbay twice to try and figure out why I did not receive an email regarding the refund amount. Nobody could tell me why. They sent me an email stating they will let me know via email the refund amount, but they have not let me know. I was told over the phone my refund is "$213.05" this amount is incorrect. My refund should be much higher than that amount. After speaking to another Eastbay employee, I was then told the amount is closer to 260 dollars. I have not received any formal statement about my return. Eastbay has told me they will send me an email regarding my return, they have not. I talked to someone again the next day and they told me my refund is back down to 213.05 USD. This is not the correct amount. Still no email, still no refund. I shouldn't have to chase down employees and managers to resolve this issue.

Desired Settlement: Apologise for the intimidating email. Don't/ Stop send(ing) customers emails regarding your policies and how much you appreciate our (consumers) business, when you can not live up to the emails you send. Correct the refund amount. Refund my money and stop holding on to it. Contact me properly and address the issue. Stop sending me "junk mail" I never asked to receive mail from you.

Business Response:

April 2, 2015

 

 

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

 

 

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

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Mr. ****’s account.  I appreciate him contacting us about this situation and I am more than happy to address his concerns.

When Mr. **** contacted our eCustomer Care department on 2/24/15 stating we sent him the wrong item, we sent a no-charge replacement order for the correct item as a courtesy and a follow-up e-mail alerting him we had done so.  Typically our customers prefer this resolution and I apologize that it is not what Mr. **** wanted. 

The follow-up e-mail he received is automatically generated when a no-charge order has been sent and the original order hasn’t been received back within the normal shipping timeframe.  We send it as a reminder to customers who have received a no-charge so they are aware we haven’t yet received their return. 

In regards to his refund, the most updated notes in his account (from 3/29/15) indicate that an additional refund for $26.28 was issued back to his card.  According to our records, this was the amount that was still outstanding from his return and he has been fully refunded.

I apologize for any inconvenience or frustration this situation may have caused.  I will pass Mr. ****’s feedback along to our eCC and investigation departments along with a suggestion that they discuss available options with future customers prior to placing a no-charge order.  Again, we do this automatically as a courtesy for customers who have been inconvenienced with a wrong or defective item, but obviously it exacerbated the situation for Mr. ****.

I have documented all information in his account.  If he has any further questions or concerns, he is welcome to contact us at any time.

 

 

 

Thank you.

 

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

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 unsatisfactory to me.

 

The customer service representatives refused to let me speak with a manager or supervisor. I had to continuously call Eastbay and state my claim to no avail. I believe the recipient of my letter missed the point. It’s not about receiving a pair of shoes. It’s the trickle-down effect that took place after the customer placed his order along with the complete lack of morality. Not answering a simple email and taking it upon themselves to send me a replacement item without my knowledge, was the start of their destructive, deceptive, deceitful, negligence. Upon returning the items, Eastbay could not confirm, nor deny which items they received from me. Eastbay claimed they received some, but not all items, later claimed they received all items, then made it ''clear'' to me that they refuted every pervious claim and there were indeed missing items.

 

Eastbay did insinuate I am not good at math along with other numerous insinuations, when I was actually right from start to finish. The errors were from their end and not from mine. Eastbay does ignore the emails that I send, and they contradict statements made in their own emails. They claim they will respond to your email in 1 day, or 2 days or 3 days, but they have not lived up to their word. They claimed that once they receive the goods sent by myself, they would send an email with the refund amount to my inbox. They claim, they claim...

 

Unfortunately, Eastbay has not been held accountable for their actions and they have failed to live up to their standards and policies. After playing hide & seek (I was the seeker), phone tag (I was the one making various calls), and cat & mouse (I was the cat), I have received an amount that Eastbay previously owed me. Being discriminated against and belittled, over funds that are rightfully yours is something that should never ever happen. Their seemed to be other reasons Eastbay put me through Hell, besides me wanting a refund.  I am truly heartbroken, and have lost all morale.

 

There is no reason to address sending a replacement item to a customer in a board meeting or whatever about a replacement item you “intend” to discuss. In order to satisfy the imagination of your make-believe interpretation of this issue, you want to make it seem as if sending a replacement item to an unknowledgeable customer is the basis of the issue and the root of the cause. When in fact the claim form on the BBB website was not easily accommodating to a malpractice as complicated and sophisticated as the one masterminded by Eastbay and experienced by myself.

 

Again, it is the lack of communication, ignoring the customer, ignoring emails, phone calls, online chats, and the general concerns the customer has. As well as, sending falsified statements via email to the inbox of your customer. The mistreatment of your customer, when he made every effort to address the situation properly, is saddening. Discriminating against your customer and misleading him, is sickening and might as well be illegal.

 

BBB should really look further into the business practices of Eastbay. BBB needs to investigate this further. These types of situations are avoidable and beyond unprofessional, time consuming, and frightening. I was refunded the amount that was owed to me based on the items I purchased. I was not, however; refunded for my time, and for the intimidation on behalf of Eastbay. I wasn't refunded for being bullied and treated as a thief. I wasn’t refunded for being putdown and made to feel inferior. I wasn’t refunded for being discriminated against. This was a really frightening experience. To make matters worse, a refund is just a sincere apology. Eastbay failed to acknowledge and admit their faults. It's very, very, very, saddening. Eastbay made me feel less-than-human from the experience they purposefully put me through.

 

 

Regards,

 

******* **** 

 

 

 

 

 

Business Response:

April 14, 2015

 

 

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

 

 

RE: Case #******** – ******* ****

 

 

Dear *******,

 

I have received your most recent correspondence and reviewed the additional information that Mr. **** provided.  To investigate his concerns as thoroughly as possible, I pulled records of all interactions he had with our staff, via phone, e-mail and chat, and I am happy to speak to hi

Mr. **** states that our customer service team refused to let him speak with a supervisor despite continuous requests.  Our records show that, on 3/28, Mr. **** exited out of one chat session while the associate was speaking with a supervisor on his behalf.  During another chat session that day, our eCustomer Care team explained that no supervisor was available at that time but that he should contact them back the next day for a supervisor.  Mr. **** did so on 3.29 and a supervisor approved an additional refund per his request.  We have no other records showing Mr. **** requested a supervisor and was refused.

In regards to his claim that we could not confirm or deny which items he returned, our chat logs show that Mr. **** provided differing information regarding how many items he returned (first stating he returned 6 items, then stating he returned 7), specifically during the 28 times he contacted our Chat department on 3/28.  For this reason, his refund calculation that our staff provided changed accordingly.

Mr. **** states that he did not receive responses to his e-mails within the designed 1-3 business day guideline.  Our records show that he e-mailed us on 3.25 and a response was sent to him that same day.  He also e-mailed us on 3.27 and a response was sent on 3.29.

The automated e-mails sent to Mr. **** regarding non-receipt of his return were not intended to treat him as a thief or intimidate him; rather, we send them as a reminder so customers who have received no-charge replacement orders are aware they still need to return their original product.  In addition, they provide information on what the next steps will be should they opt to not return the product.  We had not yet received back Mr. ****’s original product after sending a no-charge replacement, so a reminder was sent stating the next steps should the item not come back in a timely fashion.

Obviously Mr. **** feels that we have not provided him with customer service that meets his expectations, and I apologize that he feels that way.  When he reported to us that he received a wrong item, we immediately sent out the correct item in an effort to right the wrong in the most convenient fashion.  The chat logs from all of his contacts to our team show that we answered all of his questions in a prompt, professional manner and attempted to assist him to the best of our ability.  Unfortunately, when a customer exits a chat during this process, we are not able to continue this process.

  Again, I apologize that Mr. **** did not wish to receive the correct item with upgraded shipping.  Typically our customers appreciate this proactive approach as it allows us to right a wrong in the fastest way possible.  At this time he has been refunded in full for the final count he provided as to the number of items he states he returned to us.  In regards to his feelings that we have in some way discriminated against him, I have documented this information in his account as well.

 

 

Thank you.

 

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

4/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pair of shoes from Eastbay on April 9th, and paid via Paypal. On April 11th, I was notified by Eastbay that my order was cancelled, even though they had already taken my full payment of $200. I contacted their customer support, and they said that the refund would take from 3-5 days. It is now April 13th, and I still have not received my funds. So not only was I charged two days before my order was cancelled (which has to be some sort of best practices infraction, at least), I not have to wait to get the money back. It has been five days that they have had my money, and I now have no product, and no refund.

Desired Settlement: I need this money back in my account asap.

Business Response:


April 14, 2015


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



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


Dear *******,

 

I received your correspondence and reviewed the information in Mr. *****’s account. I apologize for the poor experience he had with his recent order and I would like to address his concerns.

Typically we do not fully process a customer’s payment until their order physically ships from our warehouse.  The only exception is PayPal orders, as they require us to collect up-front for all items whether they are in-stock or backordered.  In the event of a cancellation, we then transfer the credit to PayPal.  We complete this transfer within 1-3 business days, but it may take up to 1-3 weeks for the customer to see their refund posted to their PayPal account.

Mr. *****’s account shows that his credit was transferred to PayPal earlier today, so they should be in the process of applying it back to his account.  Again, I am very sorry for any inconvenience this situation may have caused.

 

 


Thank you for your time.


Sincerely,

******* ******** **** **********
Eastbay

4/17/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 20, 2014 placed order #******** paid shiping charges to receive the order before Christmas did not receive item #******* on time for my son's Christmas gift. I sent the item back to exchange for XL, received was shipped from Eastbay on 1/27/15, when I received the item my son opened the package one glove was size XL and the other glove was size M, on 2/10/15 sent an e-mail requesting an UPS return label, on 2/24/15 I sent another e-mail requesting an UPS label, finally I received the UPS label, returned the item, did not hear anything from the company, noticed a credit in my account. On April 1, 2015 I placed order #******** ordering item #*******, on 4/6/15 received item called the company to let them know I exchange the item for the size XL paid for shipping $14.99. I spoke with ****** - he assured me I will received the item on Saturday, 4/10 for my son's birthday. I was going to pay for 2-3 shipping, he said to do the 3-4 shipping, I said I need them for Sunday, 4/12 "don't worry you will get by Saturday, 4/11, did not get the item on Saturday like I was told. On Sunday, 4/11 called spoke with ***** - she told me the reason I did not get the item was because I paced the order after the cut off time I should get the item on Monday, 4/13. At that point I was not told about the cut off time. She said if I do not received the item on Monday, to call to get a refund. I did not receive the item on Monday, 4/13. I called on Tuesday, spoke with Kyle to let him know I did not receive the item. He mentioned it shows that was delivered. I am sorry I did not receive the item. He mentioned an investigation has to be done I will get a call from UPS and from Eastbay. So far I did nto get the item.

Desired Settlement: I would like for the company to issue a refund. Also for the company to train the customer representatives to inform the customer with the correct information about cut off time, shipping charges and other issues. The customer representatives give you different answers they are not in the same pace.

Business Response:

April 16, 2015

 

 

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

 

 

RE: Case #******** – ****** ******

 

 

Dear *******,

 

 

I received your correspondence and reviewed the information in Ms. ******’s account.  I apologize for her frustration with her recent orders and I would be happy to address her concerns.

Her account shows that order #******** was placed on Saturday, 12/20/14, too late in the evening for the order to ship that day.  It shipped the next business day (Monday, 12/22/14) and was delivered 12/24/14.  She had requested 2 business day shipping, so according to these dates, that particular order was delivered within the required timeframe.

          I also apologize that Ms. ****** received the wrong item on her next order and that she received inconsistent information from our staff.  We will definitely look into these concerns so we can make the necessary adjustments. 

UPS does confirm they delivered order #******** the package to the customer, so we do need to complete a delivery investigation. However, for Ms. ******’s inconvenience, I am happy to refund her up front for the package prior to the investigation being completed.  (Please allow 5-7 business days for the refund to post.)  She does need to respond to any communications she receives regarding the investigation so it can be completed as well.

 

 

Thank you.

 

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

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,

 

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

 

 

 

4/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They messed on my orders and refunds they will not make it right after calling them and emailing them several times

Desired Settlement: Refund $337.62! Was supposed to be redun with the following order: Nike dubzero men's in Grey Nike air max in charcoal/grey #******** ello!!!! I am out of a pair of Jordan's dub zero shoes as shown below as well the items below they promised to s ms due to the screw up if your ******* ***** said that. You as a company need to make it right. I am giving you the chance to do so. I am a single father bought those items that are missing for his birthday on April 8th. These items were ordered in plenty of time just give my stuff and I'll make my son happy. It's his 18th I have already have had to replace one!!!! This needs to be taken care of and sent out before I file a claim with my bank and the Better Business Bureau!!! Right away someone needs to call me * *******! That's not what I was told. They sent it out as replacement but never refunded me for the second order. And I was told by the Mgr that I had to go repurchase those items 45 miles away and payed double for both orders. So basically you screwed up 3 orders. And offered when I was ready went stock was replenished. He said who was the ******* of where I called. He the promised he would refund the order replace the shoes both size 10 1/2. You can see below the 2 charges were supposed to be refunded. $371.42 was supposed to be refunded as you see the charge below. That's first and foremost. Secondly I was promised a re shipment of these size 10.5 for a pair of Jordan's this color and these Nike air max as seen belo. Lastly I was told that I was getting a $215 gift card I am assuming that's where you got 15$ from. These are the facts undisputed they shipped it to the wrong address. They were late but most importantly they did not show up. That's why I reached out to you guys the guy told me he placed the order to the right address which is my place of business. You have not made good so I expect not to be treated like a second rate shopper this what the manger stated. Correction address is why this my account has been costing me charges everyday of 35.00$ address and items are item 4827001 quantity 1 and item 9501010 x 3 with one black and anthracite/ black and dark grey heather black color. Item # Jordan Retro 4 Stencil Shorts - Men's Dark Grey/Black Product #: 42587021 Jordan Flight Printed Shorts - Men's White/Charcoal Product #: 42244100 Price: $49.99 size large Jordan Jumpman Dri-Fit T-Shirt - Men's White/Black Product #: 52309101 Price: $29.99 Now: $19.99 in white and Black size xl Nike Team Tech Stripe Polo - Men's Pure Platinum/Anthracite Product #: 35685015 Price: $59.99 Now: $49.99 in white and black xl Jordan Retro 11 Sneaker+ Socks Black/Dark Grey/Gym Red Product #: 31711012 Price: $15.99 Now: $12.99 Jordan Air Sneaker+ Socks - Adult Black/White Product #: 31714012 Price: $17.99 Now: $15.99 and lastly Eastbay EVAPOR Long Sleeve Compression Crew - Men's Black Product #: 6842102 Price: $24.99 Now: $17.99 black times 2 and dark gray 1 this would be in lieu of the gift card. I run a little league we get all our stuff from you for multiple sports I would hate for you to lose my business. I want it expedited overnight shipping. The bank statement is below to show proof of the amounts that were to be refunded. And list of product to send out. I will go to the better business bureau and show them all the proof and email strings and phone calls that were recorded its time to make it right!

Business Response:

March 30, 2015

 

 

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

 

 

RE: Case #******** – ***** ****

 

Dear *******,

 

I have received your latest correspondence and reviewed the information in Mr. ****’s account.  He has been in contact with several members of our Claims Department, including ********** ****** *******, and she sent him an e-mail on 3/25/15 outlining his order/refund history, confirming no further refunds were due to him.  When Mr. **** called in yesterday, he spoke with ******, * **** ****** in our Claims Department, who confirmed with Mr. **** that he had actually been over-refunded for his various orders and that we would not be accepting any future orders from him.  When Mr. **** called in again earlier today, he was transferred to ****** *******’s voice mail per requests she documented in his account notes.  As she confirmed to Mr. **** in her 3/25/15 e-mail, we do not owe him any further refunds and that our company does not issue $20 compensation gift cards for any reason and there is no documentation in his account that such an offer was made.

 I have informed ****** of Mr. ****’s complaint information and request that she contact him at her earliest convenience to discuss his concerns again.

 

 

Thank you.

 

*******

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

Eastbay

Business Response:


April 14, 2015


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



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


Dear *******,

 

Order #******** was placed online and the products ordered by the customer downloaded directly into our system.  Our staff did not place this order manually and did not enter/alter any product numbers.

As our staff has previously explained to Mr. ****, no additional refund is due at this time.

 


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.

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



I called in regarding this matter and I will not pay for something I did not receive. I am done with Eastbay and will never shop their again

Regards,

***** ****

 

 

4/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 18, 2015, I ordered a pair of Nike shoes from Foot Locker. On March 21, 2015, I received a confirmation e-mail that the shoes were shipped on Friday, March 20, 2015. On Saturday, March 28, 2015, I called Foot Locker customer service and spoke with Ashley at ###-###-####, who advised that the shoes were in Orlando, Florida and had been there since March 23, 2015. She advised to wait until March 31, 2015 and if the shoes still had not been delivered to call back to Foot Locker on March 31, 2015 and I would be issued a refund. On March 31, 2015, I called Foot Locker and spoke to ****, *****, and **** and requested said refund. The request was denied and I was informed that they had to request a "lost package" investigation to determine the location of the package before they could refund my money.

Desired Settlement: Complete and immediate refund of entire purchase price. The lost package is completely out of my control and I should not be required to wait until they complete their lost package investigation to locate the package. I did not receive the item that I ordered, which is clearly indicated on their tracking system. Foot Locker should not be entitled to keep my money while they determine what failed or went wrong with the delivery carrier chosen by them to ship the package.

Business Response:

April 2, 2015

 

 

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

 

 

RE: Case #******** – ********* ******

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. ******’s account.  I am very sorry that she hasn’t received her order and I have entered a refund of $132.80 back to her card.  The delivery investigation is still in progress but based on package tracking I do not see any reason for her to wait any longer for a refund.  She should allow her bank 5-7 business days to post this refund back to her account.

 

 

Thank you.

 

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

Foot Locker

4/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a pair of Nike Air Max 90 Sneaker Boot in December 2014. The shoe did not fit me right so I returned it the end of December/beginning of January. I realized about a month ago that I have not been refunded for these shoes. It turns out that I had dropped it off at UPS rather than USPS. After calling back and forth between USPS, UPS, and Eastbay I learned that UPS automatically drops every USPS package to USPS. So, I call USPS only to learn that it is a necessity to have a tracking number for the package in order to find the package. I called Eastbay over 3 times all of which they say they cannot find the tracking number of my pre-paid shipping label for the shoes. So, I cannot track or find my package with USPS. It has been over 3 months since I have sent a return of a product worth almost $200. I was originally going to switch for another pair of shoes but now I just want a refund. I am without the shoes and without my $200 so I am at a loss. The customer number is ********. The order number is ********. The cost of my shoes was $179.99. I would like a full refund OR at least the tracking number of my packing so I can find my package at the correct postage office.

Desired Settlement: I would like a full refund and please be notified that my card information has changed. If you need proof of identification, I have it.

Business Response:

March 5, 2015

 

 

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

 

 

RE: Case #******** – **** ******

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. ******’s account.  I can provide her internal SmartLabel tracking number (************************) but she will not be able to use it on their website because a username/password is needed.  As of today, the label does not show that USPS scanned this package into their system and the package has not been received back at our warehouse.

The best option for Ms. ****** would be for her to contact the UPS branch where she dropped off her package to determine which post office they brought the package to.  Unfortunately we are not able to access this information on our end if there are no USPS tracking scans on the package.  Once she has this information, we will be happy to contact that post office and find out whether the package is still there.

 

 

Thank you.

 

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

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 called UPS and they said "they do not have possession of that information" when asked which USPS has the package. I also looking up that tracking number and it said "order cannot be found"

Regards,

**** ******

 

 

Business Response:

March 25, 2015

 

 

Better Business Bureau

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

 

 

RE: Case #******** – **** ******

 

 

Dear *******,

 

I have received your latest correspondence and reviewed the information that Ms. ****** provided.

USPS tracking on the return label still does not show that they ever took possession of this package and we have not received it back in our warehouse.  We would be happy to assist Ms. ****** but we do need some proof of return to proceed with a refund.  At this time, we only have tracking showing the original package was delivered to her on 12/19/14.

I have documented the above information in Ms. ******’s account and she is welcome to contact us at any time with the necessary information to proceed with her refund.

 

 

 

Thank you.

 

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

3/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I purchased a pair of Retro Jordans 03/07/2015 at this location paying with debit. The shoes were too small for my son, therefore I wanted to return it. I took the shoes in the bag with the receipt, and they cashier decline to take them back. He indicated that they do not accept return on retro Jordans. I advised it was not on the receipt, and it was not disclosed at the time of the purchase. So the cashier would not return the shoes. I called the corporate number on the back of the receipt who indicated that the shoes can be return and the information the cashier provided we was incorrect. So basically they 1-800 number is indicating I will have to wait for a package to come in the mail to return the shoes. Then wait to get credited back. Just like I walked in the store and purchased the shoes. I should be able to return the shoes for a full refund. If they did not accept return on the retro Jordans it should be indicated on the receipt at the time of sale. The same person who sold the shoe is the same person who would not return it. I know it wasnt true I shop at many footlockers stores and Im very will know. They didnt accept the return because it will make their sales go down. This is something many footlocker in that area does.

Desired Settlement: I would like to go to the store and get a refund back on my debit card asap.

Business Response:

March 20, 2015

 

 

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

 

 

RE: Case #******** – ****** *****

 

 

Dear *******,

 

I received your correspondence and reviewed the information in Ms. *****’ complaint.  I apologize for the inconvenience she experienced when trying to make a return at her local **** ****** store.

Unfortunately we are not able to force a store to accept any return that they have already refused.  To offer another option to customers whose return is still within the 30-day return timeframe, we send a prepaid label and have the customer return the item to our warehouse for review.  I have requested a UPS label to be e-mailed to Ms. ***** if she chooses this option.

If Ms. ***** only wishes to do an in-store return, she is welcome to visit any of our stores.  If the store employee will not process the return, they can contact our customer service center at ###-###-#### at that time and we would be happy to speak with them about the situation.  However, as mentioned above, we are not able to override a store’s decision if they decline an in-store return.

 

Thank you.

 

*******

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

**** ******

 

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for the companies loyalty program for a year and paid the dues. They recently cancelled my membership citing me not being a U.S. Resident because I had international orders that they accept. After providing proof of my US residence they refused to reinstate my membership citing I broke a term which involved a team sales violation in which I do not even have a team sales account.They then stated I shipped items internationally which only would be relevant if I used the membership (which is free shipping within the U.S.) in the order but I didn't. I paid for my international order in full shipping cost with no relation to the membership. They refuse to reinstate or refund my membership when I indeed have no violation of their membership. Nowhere on their terms and conditions does it forbid making orders internationally. If they were against international orders why offer them and charge for them? I paid all fees related to shipping.

Desired Settlement: I wish to have my loyalty membership reinstated so that I may use it when I am in the US or refund the fee of the membership.

Business Response:

February 27, 2015

 

 

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

 

 

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

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Mr. *****’s account.  As we have informed Mr. ***** on several occasions, his Loyalty Club membership was cancelled because he is violating the Terms & Conditions of the program.  The frequency and volume of orders on his account far exceed the needs of a single family, and he has used his Loyalty Club free shipping on orders shipped outside of the United States.

As our Terms and Conditions state, “All interpretations of the Eastbay Loyalty Club terms and conditions shall be at our sole discretion.  We may, at our discretion, cancel, modify, or restrict the Eastbay Loyalty Club at any time without prior notice.  Eastbay has the right, in its sole discretion, to modify, add or delete any of the Loyalty Club terms, conditions or benefits, in whole or in part, at any time, with or without notice, even though such changes may reduce (or increase) the value of a Member’s benefit, except where prohibited by law.  Continued use of your Membership in the Eastbay Loyalty Club constitutes acceptance of any modifications, additions or deletions.”  These are the details that Mr. ***** agreed to by purchasing and using his Loyalty Club membership.

As our staff has informed Mr. *****, we will not reinstate his Loyalty Club membership at this time due to the violations stated above.  If he should attempt to reorder the membership, this will result in the removal of the membership and the closing of his account, allowing no future orders. 

 

Thank you.

 

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

Eastbay

 

Business Response:

March 12, 2015

 

 

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

 

 

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

 

 

Dear *******,

 

To resolve this issue, I have entered a refund of $39.99 to reimburse Mr. ***** for his club membership.  The refund should fully process in 5-7 business days. 

However, as previously stated, his membership will not be reinstated under any circumstances.  As stated in the Terms & Conditions, all interpretations of the Eastbay Loyalty Club terms and conditions shall be at our sole discretion and we may, at our discretion, cancel, modify, or restrict the Eastbay Loyalty Club at any time without prior notice.  This decision is final.

 

 

 

Thank you.

 

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

Eastbay

Consumer Response:

Although I hold firm I never violated the terms by not using the service I will accept the resolution of the refund.


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,

 

****** *****

 

 

 

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 15th, ordered a pair of Nike Turbo Shox from Eastbay for my brother who was unable to find them after going to several stores. I sent my brother a photo of the shoe and he informed me that that was not what he wanted. I called Eastbay right back (within 30 minutes) to cancel and was told that once an order was placed, you could not cancel. Spoke to a Supervisor who informed me that they would call the warehouse in the morning and stop the order an that someone would call me back. Well no one ever called me, so when I got home this evening I called Eastbay and the informed me that the order had shipped.I have been ordering online for over 30 years and have never had a problem until I ordered from Eastbay.

Desired Settlement: Credit my credit card. Should never have been charged.

Business Response:

March 19, 2015

 

 

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

 

 

RE: Case #******** – ****** ******

 

 

Dear *******,

 

I received your correspondence and reviewed the information in Ms. ******’s account.  The team leader she spoke with on 3/15 did contact our warehouse with a request to cancel the order, but unfortunately it was too far along in the process and could not be stopped from shipping.

Current tracking shows that Ms. ******’s package is scheduled for delivery today.  Typically a credit would be issued once the return was received back in our warehouse; however, for her inconvenience, I will enter her refund of $127.49 today.  Her bank should fully process her refund within 5-7 business days. 

Ms. ****** can use the prepaid label attached to her invoice to send the shoes back to us.  I would recommend that she does not refuse the package, as this is not an insured service and her card will be recharged if the shoes are not received back.

  If she has any further questions or concerns, she is welcome to contact us at ###-###-####.

 

Thank you.

 

*******

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

Eastbay

2/16/2015 Billing/Collection Issues | Complaint Details Unavailable
2/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I use to order from this company all the time but lately their customer service has significantly gone down hill. First there was a situation when I ordered a pair of shoes for my daughter birthday gift; they sent me adult shoes that were nothing like what I ordered than they claimed that there was nothing that they could do when I called to complain because the shoe was sold out so my option was to just send the shoe back and they would process a refund. That happened twice. Then there was a time I called customer service to ask a question and the only response I got from the representative was nope and I was hung up on. When I complained about this unprofessionalism the individual that I spoke with sounded uninterested in what I was telling him and just offered a dry "I apologize". Then there was the incident when I purchased several pairs of shoes for my godson's birthday and I was called because Eastbay wanted to "verify" my purchases but all that was questioned was whether I was a reseller. I was continuously asked whether I was a reseller even when I told them no and offered them the information for who I was purchasing the items for which was none of their business I was still questioned as to whether I was a reseller. I was contacted while at work and repeatedly accused of reselling shoes and was insulted because i didn't know the address off the top of my head that I was sending the gifts to. Then there was the incident today I purchased my husband some shoes that he has been asking me for. I received a confirmation email and payment was taken but when I contact Eastbay to just verify my purchase I was told that my order didn't download into the system and there was nothing they could do about it and no solution was offered or attempted. I have been a loyal costumer but it seems that they truly don't care about good costumer service or conflict resolution.

Desired Settlement: I want this company to honor my order and issue an apology for the lack a professionalism and costumer service this company has displayed lately.

Business Response:

December 23, 2014

 

 

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

 

 

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

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. ******’s account.  I contacted her via e-mail to resolve her most recent issue of the order she was unable to cancel.  I rerouted the shipped package back to our warehouse and requested a refund back to her PayPal account so she would not have to wait any longer for her refund.

In regards to Ms. ******’s additional concerns regarding poor customer service she has received, I will be contacting her by phone on 12/26 to discuss further.

 

 

Thank you.

 

*******

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

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.

I corresponded with ****** via e-mail as she stated and I informed her of when I would be available regarding these issues via telephone but to date I have not received a phone call. As far as my refund, a partial refund was processed and I have yet to receive my full payment even though they have received their rerouted package. I have called twice already regarding my refund and each time I am told there are no notes in the system and I am assured they will place a note in the system and process my refund. Once again, I am calling 29Dec2014 at 1:43pm regarding my refund and once again I am being told there are no notes regarding a refund, I was then placed on hold and told "oh it was processed on the 22Dec2014 and Paypal has it and I need to call them". When I asked to speak with the customer service representative's supervisor because she was unwilling to listen to my situation and was trying to over talk me she put me on hold while I was still talking. The supervisor then gets on the line and tells me it was processed on the 23Dec2014 and its still being processed. I am so tired and of getting this runaround. I just want what is said is going to be done to actually be done. Is that too much to ask?

Regards,

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

 

 

Business Response:

January 30, 2015

 

 

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

 

 

RE: Case #******** – ****** ******

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. ******’s account.  I apologize that I was not able to contact her as planned, as I was out of the office unexpectedly. 

I confirmed today that all of Ms. ******’s refunds (in the amounts of $177, $31.99 and $7.99) have been submitted to PayPal.  In regards to the $177 refund specifically, I requested the transaction ID for this refund.  PayPal can use this (ID # *****************) to trace the refund.

If I can be of any further assistance, Ms. ****** is welcome to contact me at any time at ********************* or ###-###-####.

 

 

 

Thank you.

 

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

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

Eastbay

2/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Cascade R Lac****e helmet AFTER a safety recall had been issued. Eastbay sent me a defective and unsafe helmet that my son cannot use and is not certified. They refuse to refund or replace.

Desired Settlement: Send a replacement today. My son cannot play without a helmet.

Business Response:

January 29, 2015

 

 

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

 

 

RE: Case #******** – **** ****

 

 

Dear *******,

 

I have received your correspondence and contacted Mr. **** to discuss his concerns.  I forwarded him the information I received from our Purchasing department related to the Cascade R Lacrosse helmet recall, as well as the contact information for their company.  They are requesting that all customers return the helmets directly to them; they will retrofit the helmets to make them certifiable and return them to the customer within 48 hours.

Mr. **** and I did discuss my sending a possible replacement, but unfortunately we do not have the correct color that his son needs.  He indicated that he will contact Cascade to have the helmet retrofitted.  I have entered a refund for his shipping as he is still not able to use the item he ordered.

 

 

 

Thank you.

 

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

Eastbay

2/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On Nov 25,2014,the customer service promised to refund me $ 479.93. But I haven't received yet.

Desired Settlement: Honor his promise.

Business Response:

January 27, 2015

 

 

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

 

 

RE: Case #******** – ******** **

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Mr. **** account.  His refund of $479.93 was submitted to PayPal on 1/23/15.  He should allow 5-7 business days for PayPal to apply the funds back to his account.

 

 

 

Thank you.

 

*******

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

Eastbay

1/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a pair of shoes in the Eastbay,But I found that the bottom of the shoe has an obvious depression in January 10, 2015,I asked Eastbay to request a refund, they asked me to return the shoes, but I have not in the American, international freight is too expensive, I can't return the shoes. Email: *************** ORDER NUMBER: ******** Customer Number: ******** Order Date: 12/01/2014 Methods of payment:visa Order Subtotal: $74.99

Desired Settlement: I hope I can get a full refund or compensation more,Because the shoe is clearly a problem in the product, I can't stand being cheated

Business Response:

January 12, 2015

 

 

Better Business Bureau

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

 

 

RE: Case #******** – **** *********

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Mr. *********’s account.  He contacted us several times on 1/9/15 and our staff explained that we will be happy to assist him with this but the product does need to be returned to our warehouse to be reviewed.  We offer replacement orders or refunds on products if our returns department deems them defective, but we do not offer partial or full refunds on products that are not returned to us.

I have notated this information in Mr. *********’s account and we will follow up with him when the item is received back in our warehouse.

 

Thank you.

 

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

Eastbay

 

Business Response:

January 14, 2015

 

 

Better Business Bureau

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

 

 

RE: Case #******** – **** *********

 

 

Dear *******,

 

In the event Mr. *********’s product is deemed defective by our warehouse, we are more than happy to refund the cost of the international ground shipping he pays to return the item to us as well as offer compensation for his inconvenience.  However, we cannot offer a refund or compensation for any products without receiving the shoe back in our warehouse for review.  Our process for defective items is to either issue a replacement item or a refund; we do not offer any type of refund for a product that the customer does not return. 

I apologize for any inconvenience, but a photo is not sufficient for us to determine whether damage is due to a true product defect or if it is due to misuse or normal wear and tear.  This is especially the case for orders like this which we shipped to a United States address and the customer then sent outside of the U.S. using a freight forwarder.

 

 

 

Thank you.

 

*******

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

Eastbay

Consumer Response:

I feel disappointed and angry very attitude towards them.After the time and money I pay so much, they still ask me to pay the freight.I have a question: if they received the shoes and shoes without any problem, tell me, who is to bear my loss. The quality problem of shoesthrough the photos is very clear. This is obviously their plot, they attempt to escape the compensation and liability.If this is America permitted by law, I will investigate this matter no longer.But I still hope to get my money, because it is simply not worth the shoes.Let them give me a specific compensation price, let me know your shoesreturned to their worth.Defects on the photo can not prove that the problem of shoe?Only the shoes and send back to prove as effective evidence?If they refused my request, I give in to them or to continue fighting, please tell me

I show my position again: I just want to restore my loss, is also a refund.

Once again I contacted Eastbay online customer service,They told me that even if the shoes are really the problem, the return of theinternational shipping is still have me to bear.I really do not understand, this is a no responsibility andethics of the company.Why get so good evaluation on your website?Because I am not American?I have been on this matter of despair.If they were like this, maybe I can only give up. But I can't give up, Please tell me the way to.Please reply me as soon as possible.

1/27/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: i ordered 8 pairs of shoes on my order.but the eastbay only shipped 1 pairs of shoes.i contact the customer service on eastbay,they tell me because i used a freight forwarding company for my order. so they shifting responsibility that i should contact the freight forwarding company,they only responsible for the delivery of the product?but if they didn't ever shipped the shoes,how can i contact the freight forwarding company?and the ups tracking number of my order is ******************? the package is only 2.6LBS?is that possible 8 pairs of shoes in one package is only 2.6LBS?

Desired Settlement: if you had shipped all of the shoes,you should supply the other tracking number of the order?if you can't supply the other tracking number?so that indicate you didn't ever shipped the shoes?so that is your responsibility?you should refund it to me,no matter if i use or not use a freight forwarding company?

Business Response:

December 1, 2014

 

 

Better Business Bureau

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

 

 

RE: Case #******** – ***** *********

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Mr. *********’s complaint.  His account shows that he is claiming missing items from several different orders that we show were fully shipped.  If he can provide a list of the order numbers and the product numbers, I would be happy to look into this for him further.

 

 

Thank you.

 

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

Eastbay

Business Response:

January 21, 2015

 

 

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

 

 

RE: Case #******** – ***** *********

 

 

Dear *******,

 

To resolve this issue, I have issued the following refunds - $531.93 for items customer states were missing from invoice #********, $367.96 for items customer states were missing from invoice #********, and $459.95 for items customer states were missing from invoice #********.  These refunds will be applied back to the PayPal account used on the order and will take 5-7 business days to appear in his account.

I would also like to advise Mr. ********* that this is a one-time resolution and in the future, any claims of missing items will need to be directed to his freight forwarder.  I have documented this information in his account.

 

 

Thank you.

 

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

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,

 

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

 

 i don't care about how did you handle the probelm in the future, in the future i will check every package's weight since you shipped the package of the order,if i found that the package of the weight was too absurdly,i will contact the customer service to recall the package, so you can know how did the problem happen. i insist that the problem was happened in your warehouse,you should start a claim in your warehouse.

 

1/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I order a pair of shoes on footlocker.com and once I received the shoes they were the wrong size , I try to call corporate office, customer service, and several stores no assistance the customer service was terrible I could not get through to corporate office at all. I went into the store they took away some of the money that I paid for the shoes and provided no assistance. I receive a little help from one person **** a sales associate at the store in ********** **** in ********* ******* I am pissed off because I lost money and did not receive the product that I wanted and no one seems to care. It would be nice to receive a call from corporate office.

Desired Settlement: I would like to receive the money that I lost and help with receiving the shoe I wanted.

Business Response:

January 13, 2015

 

 

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

 

 

RE: Case #******** – **** *******

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. *******’s complaint.  I contacted her to discuss the situation and placed an order for an alternate item at no charge to her with Next Business Day delivery.  Ms. ******* indicated that she is satisfied with this resolution.

 

 

Thank you.

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

Foot Locker

 

 

*

1/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order online, last Friday, 01/02/15. I called to f/u on the order Tuesday, 01/16/14, in which I was told order was received and it was still in the process of being shipped. Please note my credit card was charged on 1/2/15. Also note, because my order was over $75.00 ad pop up that i was entitled to FREE shipping. Today, Thursday, 01/08/15 received an email to say my order shipped and here at the details. Please note the tracking number does not exist at UPS. When I clicked the link for tracking UPS website says the tracking # does not exist. Tracking Number: ****************** Customer Number: ******** Order Number: ******** Shipping Date: 01/06/2015 Ship Method: Full Service Tracking I contacted Eastbay customer service, here is chat session. ******** *.: Thank you for contacting Eastbay Customer Care! ******** *.: One moment please. ******: oops, that's Tue 1/6/2105... ******: 1/6/2015 ******** *.: One moment please... ******: r u still there? ******: ok ******** *.: I suggest you waiting for the 6 business days to come and see if the tracking number is able to verify again after a few days. ******: six business days!!! ******** *.: You did the standard 5-6 business days for the shipment to arrive to you. If you don't see any updated tracking number by the 13th of next week, contact us back. ******** *.: Do you have any further questions today? ******: I will never order another item from Eastbay. ******: Thank you ******** *.: I do apologize, but at the moment, the shippers might have not scanned the package yet so it is showing not valid at the moment. If you don't see in updates in 1-2 days, you can contact us back and we can get a hold of UPS for what may be the reason

Desired Settlement: My card was charged 1/2/15 why does it take so long to provide the customer some assurance that there order has shipped. If you ship 10 days later, don't take the money until 10 days later. Eastbay should openly state that free shipping mean your card will be charged and they have the right to delay shipping for 6-7 days. they statement should be added as a disclaimer and the customer should have to click that they understand that before completing the order. No other company has every transacted business with me in this fashion. This should be against the law.

Business Response:

January 12, 2015

 

 

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

 

 

RE: Case #******** – ****** ****

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Mr. ****’s account.  I looked into this order and tracking still has no scans, so we will be treating this as a lost package.  I contacted Mr. **** to let him know I was replacing the order for him with upgraded Next Business Day shipping for delivery on 1/14.

 

 

Thank you.

 

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

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

Eastbay

1/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Eastbay is lying to APO customers about the method of shipping they are using. They are telling them they are using priority mail when they are in fact using parcel post. Instead of mail taking a week to get here, it is taking seven to eight weeks. When I contacted them about it, they completey ignored that portion of my email. Briefed me on how APO mail works when I am completely aware of how it works. I have lived here for six and a half years and well aware of how it works. Priority mail takes one week to arrive, parcel post takes six to eight weeks. They also ignored the order I contacted them about and brought up another order. The customer service rep was zero help. I have pictures of the box and the email proving they said it was sent priority and it wasn't.

Desired Settlement: Eastbay needs to be upfront about the method of shipping they are using and a refund would be nice. Charging me for priority mail when they did not ship priority mail is wrong.

Business Response:

January 8, 2015

 

 

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

 

 

RE: Case #******** – ****** *****

 

 

Dear *******,

 

I have received your correspondence and reviewed the information Ms. *****’s account.  I contacted our operations department in regards to Ms. *****’s concerns about APO/FPO shipping for Eastbay orders and they were able to provide some clarification.

Prior to November of 2014, our APO/FPO packages were marked as Space Available Mail (SAM) but were put on Priority Mail planes and delivered in the same timeframe as Priority Mail at a lower cost.  This helped us keep our pricing down for APO customers.

In the second half of 2014, that provider experienced some issues with their service and in mid-November we opted to ship all APO/FPO packages Priority Mail.  This is the best service for the customer since our previous provider was unable to meet our standards.

I see in Ms. *****’s account that the two APO orders she placed with us since this change was made (placed 12/22/14 and 1/1/15 respectively) were both shipped via USPS Priority Mail. (See attached screenshot.) Also, a request was made on 1/5/15 to refund her shipping on both of those orders due to the inconvenience, and this refund should be fully processed by her bank within 5-7 business days of when it was requested.

I sincerely apologize for any inconvenience this matter has caused to Ms. ***** and we certainly want to do all we can to make sure our APO/FPO customers are satisfied.  I am also sending a $30 gift card to her e-mail with our apologies for the multiple contacts she had to make to us regarding the shipping of her orders.  (This will be received within 3-5 business days.)  If there is anything more I can do, I can be reached directly at ********************* or ###-###-####.

 

 

Thank you.

 

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

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

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.


The details are not correct....I never requested refunds on the orders placed after the order in question so I have no idea what she is talking about. I did request a refund for the shipping on the order that they charged priority shipping for and sent SAM. I only contacted them multiple times because they ignored the first email and talked about a completely different order. She apparently missed that point in the complaint. I guess Eastbay thinks a $30 gift card is going to fix the fact that the company lies to their customers. She says prior to November boxes were stamped SAM and placed on priority planes, but my package took 7 weeks so I don't think that's an accurate statement. This is not the first time I have had packages take 6-8 weeks get to me when I was charged priority shipping. I hope she is right when she says they have changed their method of shipping. I only continue to shop with eastbay because there are some things I can only get there.

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

Regards,

****** *****

 

 

Business Response:

January 12, 2015

 

 

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

 

 

RE: Case #******** – ****** *****

 

 

Dear *******,

 

I apologize that my previous response did not reflect the correct information from Ms. *****’s account.  Her account notes state that the shipping refund was for her two most recent orders but I do see that it was actually for her order on 9/17/14.

Ms. ***** is correct that our APO/FPO shipper was not delivering within the appropriate timeframe in recent months; prior to that we were able to offer APO/FPO customers the shipping cost of a slower service but still provide faster Priority Mail shipping timeframes.  However, when that service was recently unable to provide appropriate results to our military customers, we began shipping packages through straight Priority Mail without increasing their shipping costs. 

I sincerely apologize for any inconvenience caused to Ms. ***** on previous orders, and we have made the appropriate changes to speed up the delivery time for APO/FPO shipments.  As she did not feel a $30 gift card was sufficient to compensate for the multiple service issues on her orders, I am happy to send an additional $30 gift card.  I also checked all orders she placed in 2014 and I am issuing an additional refund of $17.97 to reimburse all shipping on those orders that hasn’t previously been refunded to her.  (This includes her last order placed in 2014 which did ship via Priority Shipping.)

 

 

Thank you.

 

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

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

Eastbay

 

 

1/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I rarely shop on eastbay.com. However this month of January, 2015, I made a few orders. The first order I placed in the year, was on January 6, 2015. That order contained 2 shoes of same style but different size. However, one of the shoes was on back order so they shipped separately. I received the first pair (size 9) within a week. I decided that's the pair that will fit better since the other shoe was a half size bigger. The 2nd order came a couple days later and I canceled it, and request it be returned to the sender. It is currently en route to the warehouse. Now fast forward to January 18, 2015. I placed a couple of orders for some items I wanted and the next day I received a voice mail saying my payment didn't pass payment verification? I thought I must of entered something wrong with my card so I placed a new order and It got canceled also. I called eastbay and the customer service rep said there are notes on my account to not sell anything to me. I asked why? The service rep then transferred me to the payment verification department. The service rep put me on hold to see what's going on. When the service rep came back on the line, he said he can't reveal any details to me but they will not allow any further purchases from my account. I asked why? What is the problem? How can we fix this, there must be an error. The service rep just repeated what had said, that he can't tell me any details. After I hung up, I called my credit card company Capital One, and the rep said everything is clear and approved on their end. Maybe Eastbay feel there is fraudulent activity? I feel I have a right to know why they refuse to sell to me. I feel mistreated. I want to resolve this problem instead of t*** just black listing me.

Desired Settlement: I would like to know why am I being refused service. I would like to know the reason and if It is something I have done wrong, I would like to resolve it. But first you got to let me know what the reason is instead of refusing service to me. I would like to be able to shop on eastbay.com.

Business Response:

January 20, 2015

 

 

Better Business Bureau

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

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

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

 

 

RE: Case #******** – ***** ***

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Mr. ***’s account.  I spoke with a team leader in our Payment Verification Department regarding Mr. ***’s concerns, and he confirmed that several of the orders in this account did not pass our verification process and based on the specific results, they marked his account “Western Union Payment Only”.  The only way this decision could potentially be reversed is if Mr. *** establishes an order history using this prepaid payment method.  I apologize for any inconvenience but any orders placed with a credit card will be cancelled. 

I see in his account that Mr. *** spoke with our PVD staff about this situation earlier today, but if he has additional questions he is welcome to contact t*** at ###-###-####.

 

 

 

Thank you.

 

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

Eastbay

Business Response:

January 22, 2015

 

 

Better Business Bureau

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

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

 

 

RE: Case #******** – ***** ***

 

 

Dear *******,

 

I received Mr. ***’s latest correspondence and again reviewed his account with our Payment Verification Department.  They were able to contact Mr. *** and his bank and confirm that he is in good standing despite his previous orders not passing our verification process.  He is able to place credit card orders at this time and I thank him for his patience as we resolved this issue with his account.

 

 

 

Thank you.

 

*******

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

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,

 

***** ***

 

 

 

I would also like to thank everyone at the Better Business Bureau for providing this service to the people. If you didn't exist, I probably would of never got my issue resolved. It is funny how quick companies are willing to help after they receive a complaint through BBB. I tried to resolve it with involving BBB at first but they refused to provide a fair service to me. Thank you again!

 

1/20/2015 Problems with Product/Service | Complaint Details Unavailable
1/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Tracking Number: **********************Customer Number: *******Order Number: ******Shipping Date: 12/29/2014Ship Method: Standard ShippingDate/TimeActivity Location12/31/2014 - Wednesday8:53 pmIn transit****** **1:39 amDeparted FedEx locationThis package has been lost and kiddsfooklocker has not taken any action to see that I receive the shoes or my $70.35 back ? Delivery date by FEDEX was 01/03/2015 ?

Desired Settlement: Receive my $70.35 refunded or shoes replaced which ever is fastest.

Business Response:

January 6, 2015

 

Better Business Bureau

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

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

 

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

 

Dear *******,

I have received your correspondence and reviewed the information Mr. ********’ account.  His order shipped 12/29 with standard 5-6 business day Fedex SmartPost shipping.  Current tracking on

this order shows that it is scheduled for delivery tomorrow (1/7/14) by the United States Postal Service, which is the 6th business day.  (See attachment.)

Thank you.

 

*******

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

Kids Foot Locker

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,

 

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

 

 

 

12/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/1/14, I ordered a pair of shoes: Nike Shox Deliver - Men's Black/Black Size 13. These were for my husband. He works in an office, but walks nearly all day, so he wanted a pair of comfortable, long-lasting shoes that would also look professional. We received the shoes, but one shoe makes a squishy air sound when he walks. My husband is concerned about how quiet his office is and if he will be reprimanded about the sound of that shoe as he's walking through there throughout the day. However, his primary concern is if the shoe will deteriorate quicker due to improper construction. We paid a lot of money for these shoes - more than we really ever pay for shoes - and we would both be highly disappointed if one of them didn't last as long as they are intended to last. We've had Nike Shox before, so we both know how durable and long-lasting they are. Since this is clearly a defective item, we opted to send them back for a replacement pair. I emailed Eastbay via their online Customer Service Email contact (************************) explaining the situation and asking that they let me know how we should go about having the item replaced. The response I received stated that "if you would like, you can send the product back to our Returns Department for further inspection. It can take 1-3 weeks for us to receive and process your return." It then specified what we would need to return, and at the bottom stated "You may choose to pay for an exchange order if you need the replacement as soon as possible, and you can be refunded pending the results of the inspection." I did not find this as satisfactory customer service at all. We would basically be out of the shoes (and money) for over a month (it's the holidays...seriously, maybe even longer than that) while they "inspect" the shoes? Maybe other companies have spoiled me, but there have been multiple other companies I've done painless exchanges with - whether I ordered the wrong size, the item was defective, or it was under warranty and quit working. Regardless of the issue, the most I've had to wait is until the company received the item, and then they sent the replacement. But in Eastbay's case, they wanted us to also wait out the investigation process? That seemed odd to me. And what if we purchased a second pair so that we at least had some shoes for him to wear during that timeframe and then Eastbay determined that a squishy air sound was not defective according to their books? Then, what? We've paid for 2 pairs of shoes, of which only 1 pair can be used? This defect isn't our fault at all. Not even in the slightest bit. I'm not saying it's Eastbay's fault, as the fault would lie with Nike as the manufacturer, but still...the process is far too lengthy to consider that good customer service. After expressing these feelings in another email, the response I received was what I should have expected. The representative explained the process and gave some sorry story about that it's in the consumer's best interest, though not at fault, to wait out the process, etc. I responded that I understand that the item should be returned. My complaint is not with that at all. My complaint is that whether I receive the replacement upon their receipt of the item or after their 3 week inspection, I still receive a replacement and they still have to deal with the manufacturer regarding the issue (or so I assume). So why am I waiting for their investigation? I feel that I'm being put on trial and deemed guilty, and am now having to prove my innocence to them. That's honestly what it feels like. They can check the tracking. We received the shoes the day before I emailed them of this complaint. Clearly, the item is defective. And guess what? Even if the item ISN'T defective (by whatever determination they use), they can still turn around & sell the shoes to someone else. They're still new! So after I sent that email, the response I received this time was absurd! The "Customer Care Representative" copied and pasted the last email they sent to me and clicked "send". Seriously? Real classy. Overwhelmingly exceptional customer service right there. That "*******" should be reprimanded for that, but I doubt he will, since each person that's responded has been someone different and none of them had been helpful. Finally, though, I got a response from ******** I., another customer service representative. This time, however, she actually provided me with some quality customer service. I would love to figure out how to commend her and let her supervisor know how much I appreciated her, but the email system they use is clearly flawed. ******** expressed her deepest apologies for the prior email I had received (the copied & pasted one). She re-explained their process and why they operate that way. While I still do not agree, she at least was speaking to me as a person. She also stated that she had spoken with her supervisor who authorized an expedited shipping label free of charge to help speed up the process. I was very thankful toward ******** and requested that I continue dealing with her from that point forward. I asked a couple more questions so that I thoroughly understood what would happen in each possible scenario before deciding which route was the best for us to take. Unfortunately, the response I received was not from ********, but from someone else who stated they cannot forward my email to ********. The person answered my questions, though. At that point, we determined that we would be better off returning the shoes and waiting out the process, but wanted to apply our expedited shipping label to our return of the shoes. I emailed Eastbay that exact request. I received a response stating the shipping label would be sent to my email address within 24-48 hours. I just received it and go figure - it's for UPS Ground. How is that expedited shipping? UPS Ground is the slowest, cheapest shipping option available. Clearly, only ******** and her supervisor were actually willing to help me. Once I received that, I determined that I should just contact Nike directly to see if they could help. Nike's customer service is exceptional and was gladly willing to help in this case. However, the representative let me know that they discontinued production indefinitely of that shoe, and they had none in stock. So what would happen is we would receive a product voucher for the full retail value of the shoe. Unfortunately, my husband wanted this specific shoe because it was the only one he found that looked professional enough. So that's not really an option. The representative apologized, but I completely understand that there's nothing she can do. But finding out that the shoe is discontinued put a light bulb in my head. So I went onto Eastbay's website to see if they had that shoe in stock. While they have the shoe in stock, they DO NOT have any more of that size in stock? So this entire time going back and forth with Eastbay's customer service was a waste of time. I did call them to ensure that what was reflected online was correct. I again got someone with attitude (because I couldn't hear her properly), but she confirmed that size was no longer in stock. Eastbay looked up my order number for me because I didn't have it on me when I originally emailed them. They did not once inform me that it was out of stock. So if I had sent the shoes back, what would they have done? Said they were defective, apologize, and send them back to me because they don't have a replacement pair. It's not like I expect them to magically pop a pair in the correct size out of the air, but it would have been nice to have saved all this time and back and forth and headache with their ridiculous customer service. So now I'm stuck with this defective pair of shoes. All I ask is that I receive some sort of compensation for having to keep a defective item. Stores sell "refurbished", "blemished", "defective" items for a discounted price, so that consumers aren't paying so much for an item that is not what they expected. That is why I'd at least like that same courtesy, especially after all that I feel I've been through.

Desired Settlement: All I ask is that I receive some sort of compensation for having to keep a defective item. Stores sell "refurbished", "blemished", "defective" items for a discounted price, so that consumers aren't paying so much for an item that is not what they expected. That is why I'd at least like that same courtesy, especially after all that I feel I've been through.

Business Response:

December 19, 2014

 

 

Better Business Bureau

Attn: ******* **********

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

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

 

 

RE: Case #******** – ******** *****

 

 

Dear *******,

 

I have received your correspondence and contacted Ms. ***** to discuss her concerns.  To resolve this issue, I have entered a refund for the defective item which she will return to us.  I have also offered a $50.00 gift card for her to use on either an alternate item or towards a new pair of the Nike Shox Deliver as we are expecting another shipment in approximately 2 months.

 

 

 

Thank you.

 

*******

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

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 ********. 

We will return the defective shoes and we will receive a refund for the full purchase price, as well as a $50 gift card. ******* stated they will be receiving more Nike Shox Deliver shoes in February, and I will be allowed to purchase another pair in the correct size (13) for the promotion price I had purchased them for on 12/1/14, and will be able to use the gift card for any purchase on Eastbay's website. This resolution is satisfactory to me.

Regards,

 

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

12/2/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered merchandise from Eastbay, the merchandise was shipped to an address I used with Eastbay in 2009 (since 2009 I have had multiple orders with Eastbay that have shipped to the correct address). I contacted Eastbay to correct the issue, Eastbay instructed me to file a claim with the delivery agent (USPS), I contacted the USPS and was told that Eastbay had to initiate the claim as they were the shipper. Eastbay responded: Dear *****, Thank you for your email. We will not be filing a claim for this order as it was shipped to the address that you provided when ordering. Please let us know if we can assist you further. Sincerely, **** *. eCustomer Care Essentially, Eastbay has charged me for merchandise I will never receive. The value of the merchandise is $112.

Desired Settlement: I will accept any of the following: Refund to the credit card used to purchase the merchandise. Store credit. Delivery of the merchandise.

Business Response:

December 1, 2014

 

 

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

 

 

RE: Case #******** – ***** *******

 

 

Dear *******,

 

I have received your correspondence and reviewed the information provided by Mr. *******.  His account shows that we issued a full refund in the amount of $111.99 back to his credit card on 11/30/14.  He should allow 3-5 business days for his bank to post this refund back to his account.

 

 

Thank you.

 

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

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 Eastbay in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance in resolving this matter. 

Regards,

 

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

 

 

 

12/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I needed shoes for my daughter for Sunday November 16th so went shopping on the morning of Monday 10th. I paid extra for expedited shipping because the site says shipping is 3-4 business days. Today is four business days and I called the company and they tell me the shoes will arrive on Monday 17th, which is a day late for my daughter's competition. When I called the website the rep told me that the shipping time doesn't include the processing time so there was nothing they could do. I spoke to a manager and he insisted that Monday is four days even though I ordered on Monday. I told him if they state 3-4 days shipping, it should come in 3-4 days. If Eastbay really cares about their customers and wants repeat business, they need to change their website so that the shipping times include the processing time - otherwise they are misleading and being untrustworthy. They don't care enough about their customers to be transparent and honest. I will never use them again.

Desired Settlement: If they care about their customers, be honest and include processing time in the shipping times. A customer who pays $14 for shipping does NOT expect to wait a full week for the item.

Business Response:

November 19, 2014

 

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

 

 

RE: Case #******** – ***** ***

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. ***’s account.  I am very sorry to hear of the inconvenience she experienced on her recent order with Eastbay.

During the checkout process our website provides a link to the details of the shipping process, and I have attached this information.  We do have rush options that can leave the warehouse the same day they are placed (2 Business Day and Next Business Day) but 3-4 Business Day packages are not considered rush so do not receive priority handling in the warehouse.  Ms. ***’s order was placed on 11/10 and shipped the next business day, with the shipping days being 11/12, 11/13, 11/14 and 11/17. 

I see in Ms. ***’s account that the supervisor she spoke with on 11/14 refunded her shipping costs, but more importantly, I sincerely apologize that she did not receive her order in time for her daughter’s cheer competition.  I will certainly make sure that her concerns about our website are forwarded to the appropriate personnel, as we want to make sure our customers have the necessary information to make educated decisions on shipping.  I understand it’s particularly important for athletes to have their equipment on time and this type of feedback helps us to make our website as user-friendly as possible for our customers so they are prepared for practices and competitions.

I am hopeful that Ms. *** does order from us again in the future, and we will happily give her free Next Business Day shipping on a future phone order.  (This information is documented in her account.)

 

 

Thank you.

 

*******

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

Eastbay

11/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The North Face Momentum Jacket - Men's original price $98.99 Now: $69.99 I called EastBays Customer Service number Saturday, 11/8/14 around 9am EST I was treated horrible by Jennifer operator #4312 calling me a liar saying the product (see details above)was NOT on sale when it was absolutely on there website for that sale price! I told her you cannot do that you have to uphold what price you are advertising. I was called a LIAR AGAIN and was told I probably tried ordering the item last week and I'm just now getting around to paying for it! I couldn't believe my ears or the level of ignorance I was being treated with. I told Jennifer I would snap a screen shot of the merchandise and send it to her if she really wanted it but that I find it unbelievable that she cannot find the same thing I am looking at. She then proceeded to say, How does she know its not an old photo I would be sending her!? Jennifer then spoke with her Supervisor Dave Operator#4757 who informed her to let me know all of their merchandise is subject to price change at any time with out reason. I asked to speak with the supervisor and was told that I am not allowed to! So I asked for Corporate info and was refused that information as well! I have NEVER been treated so poorly by a company in my LIFE! Especially when all I am trying to do is purchase something from them!!! I am beyond furious and think this whole thing is Ludacris!!

Desired Settlement: At this point I don't even want to give Eastbay my business after the way I was treated! I would like a Full Apology from the Company and the Customer Service Reps as well as Supervisors to be retrained in how to manage a phone call and dealing with the general public. I want them to Honor the price they have the merchandise shown for. I want to talk with someone in their corporate office and let them know what is going on! It is not okay to call someone a Liar and to advertise prices and not uphold them!!!

Business Response:

November 18, 2014

 

 

Better Business Bureau

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

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

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

 

 

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

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. ********’s account.  I contacted Ms. ******** via e-mail earlier today to apologize for this incident and let her know we would be happy to match the $69.99 price on product #********.  I have created an account for her (customer #********) and documented this information in her account notes.  I informed her that she can either contact me directly to place her order or contact our customer service department at her convenience.  I look forward to resolving this situation for her.

 

 

Thank you.

 

*******

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

Eastbay

 

11/16/2014 Delivery Issues | Complaint Details Unavailable
11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 16, 2014 I placed an order for tennis shoes for my Grandson's birthday. On October 16 I received an email that the order was confirmed. On October 17, 2014 I received an email that the order had shipped. My Son is in the military and I placed the order by phone to make sure they could send to an APO address and that they would arrive by my Grandson's birthday which is October 31, 2014. They confirmed that they could be sent to an APO address and that they would arrive by October 31. My Son has advised for the last several days that they have not been received. I called Eastbay customer service today and was told that since it is an APO address the shipping date could be from one to three weeks from the date I placed the order. Why did I get an email confirming they had been shipped if they were not shipped on that date? This is the first time my Grandson has not received a birthday present from his Grandmother in his life. This is so very disappointing and I do not think a company should state that the order has been shipped if it fact it will not be shipped on that date. Thank you.

Desired Settlement: Refund.

Business Response:

October 30, 2014

 

 

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

 

 

RE: Case #******** – ****** *******

 

 

Dear *******,

 

I received your correspondence and reviewed the information in Ms. *******’s account.  It shows that her order was placed in the afternoon on 10/16/14 and was shipped from our warehouse the next day, on 10/17/14.

The timeframe for delivery of Eastbay orders shipped to APO/FPO military addresses is 1-3 weeks after shipping.  Ms. *******’s package did leave our warehouse on 10/17/14 as stated in her shipping confirmation, and it will be delivered by 11/7/14.

I apologize for any inconvenience or misinformation she received related to her order and for her inconvenience, I have refunded $20 of her purchase price back to her credit card.  If the package does not reach her grandson by 11/7/14, she should call us at 1-800-826-2205 so we can investigate the issue with the shipper.

 

Thank you for your time.

 

 

Sincerely,

 

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

11/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a paid of shoes...some how it is the wrong size. I called to get a refund or change the size. I was told I had to wait until the shoes are shipped and exchange or refund and or they can try to refund once a tracking number has been received. But they took my money out my account with out waiting until the shoes was shipped. At the bottom of the email that Eastbay sent me..says your credit card will not be charged until item(s) are shipped. I was told by a supervisor that my shoes aren't shipped but are at a warehouse waiting to be shipped. They lied and took my money. I want a refund now

Desired Settlement: I do not want to wait until the shoes are st my front door and then ship them back to get a refund. I want my money Now just like how they took my money.

Business Response:

November 3, 2014

 

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

 

 

RE: Case #******** – ******** *******

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. *******’ account.  On 10/31, her order was placed online for a Nike Air Max in a size 6.0.  She contacted us on 11/1 with a request to change or cancel the order.  Our leadership staff contacted our warehouse with a request to cancel, but unfortunately the order was too far into processing and could not be modified.

One of our team leaders spoke with Ms. ******* earlier today and provided this information.  Ms. ******* said she would return the item once she received it.  For her inconvenience, I have documented in her account that we will waive the $6.99 fee normally charged for using the prepaid return label attached to the invoice when her return is received.

 

Thank you.

 

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

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,

 

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

 

 

 

11/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Wednesday, I placed an order with Eastbay, which I have done on several occasions. NEVER ONCE DID THEY ASK ME TO PUT IN MY ADDRESS OR PHONE NUMBER INFORMATION during this process, and since I had ordered from there several times since I have lived where I currently lived, I never thought that would be a problem. At the order confirmation stage, I noticed that my address for both billing and shipping that was listed was an old address where I have not lived for YEARS! I immediately called the customer service number provided and tried to get everything changed. Apparently...ever mere seconds after an order is entered, it is completely impossible to change. I was comfortable know, though, that with the incorrect address, the credit card would be declined. Soon thereafter, my card was charged anyway! FRAUDULENTLY! I called back again and spent a total of nearly 3 and a half hours trying to correct the situation. I was promised by 3 different staff members that they would contact the warehouse and stop the shipment. To protect myself in the meantime, I contacted my bank. They indicated that they had processed my card as a Point of Sale, instead of how they should have processed it as an online purchase with an address and/or zip code for verification. It was their process that allowed my card to be charged. And...imagine my shock, surprise and dismay when I learned from rude and arrogant customer service people that there is apparently no way to stop this shipment, and I will not get my money back from them until the package is returned to their warehouse. All of this is their error, but they are not in the least concerned about correcting the error. I have stopped the charges at my bank and am registering a formal complaint for their fraudulent practices here. I will never do business with them again, and am greatly concerned about their credit card processing practices. That sets their customers up for fraud and should be stopped.

Desired Settlement: I want off all Eastbay mailing lists. No email, no mail, no phone calls. And, I want the charges on my card reversed. My bank is handling that, but they should not try to fight it. I have full documentation.

Business Response:

October 29, 2014

 

 

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

 

 

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

 

 

Dear *******,

 

I have received your correspondence and reviewed the information in Ms. ***’s account regarding the order she placed online on 10/21/14.  I sincerely apologize for her inconvenience related to this order.

When the order was placed, the shipping address during the checkout process was the default address listed in Ms. ***’s online account.   The notes in her account do confirm that she contacted us immediately after her order was placed to have the shipping address changed.  At that time, unfortunately the order had not yet downloaded into our system so we were unable to make changes.  Ms. *** spoke with several members of our leadership staff who contacted our warehouse in an attempt to keep the order from shipping, but unfortunately the order was not able to be stopped and did ship out.

Most current tracking on the package shows that it was delivered on 10/28/14.  As Ms. *** stated she no longer lives at this address, I have filed a delivery investigation on the package.  Ms. *** will receive an e-mail from our Claims Department within the next 24 hours and she should respond back stating she did not receive the package.  The standard timeframe for the delivery investigation to be completed is up to 10 business days, but I have documented all information in her account so this can be resolved for her as quickly as possible.

In the event that Ms. *** does opt to place any future orders on Eastbay.com, she can change the default information saved in her account (billing/shipping address, phone number and e-mail) by logging in to the site and clicking “Edit” to make changes.  Unfortunately, once orders are submitted online, the process is entirely automated with the intention of processing customer orders as quickly as possible.  This makes it extremely difficult to modify individual orders and despite our best efforts, orders typically do ship out as they were entered online.

            Per Ms. ***’s request, I have removed her from our catalog mailing lists.  (She may still receive 2-3 more catalogs as they are preprinted.)  The e-mail she receives from our Claims Department includes their contact information.  Ms. *** can forward any questions regarding her lost package or refund to their team and they will be happy to assist.

 

Thank you for your time.

 

 

Sincerely,

 

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

Business Response:

October 29, 2014

 

 

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

 

 

RE: Case #******** – ***** *** ***

 

 

Dear *******,

 

Due to the circumstances of this situation, we are more than happy to make sure that Ms. *** is not charged for her order.  Her correspondence to your office indicates that her bank has reversed the charge.  I have documented in her account that, when we receive the chargeback from her bank, we do not dispute it so the funds can be returned to her.

            If Ms. *** has not disputed the charge with her bank and the charge hasn’t been reversed, we can certainly issue a full refund for the order.

 

Thank you.

 

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

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,

 

***** ***

 

 

 

10/10/2014 Delivery Issues | Complaint Details Unavailable
8/26/2014 Problems with Product/Service | Complaint Details Unavailable
8/17/2014 Delivery Issues | Read Complaint Details
X

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
X

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,

*******

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

*******

v

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
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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
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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
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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
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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
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Additional Notes