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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 130 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

130 complaints closed with BBB in last 3 years | 48 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 19
Billing/Collection Issues 14
Delivery Issues 36
Guarantee/Warranty Issues 2
Problems with Product/Service 59
Total Closed Complaints 130

Additional Complaint Information

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

Customer Reviews Summary Read customer reviews

33 Customer Reviews on Eastbay
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 32
Total Customer Reviews 33

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

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

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

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


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

X

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)

7/24/2015 Delivery Issues
7/23/2015 Problems with Product/Service
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
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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
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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
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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
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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
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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
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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
X

Additional Notes

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

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

Business Response:

March 27, 2014

Better Business Bureau

Attn: ******* **********

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

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

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

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

Eastbay

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

Additional Notes

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

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

Business Response:

March 4, 2014

Better Business Bureau

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

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

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

RE: Case #******* – ****** ******

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

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

Business Response:

March 10, 2014

Better Business Bureau

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

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

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

RE: Case #******* – ****** ******

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

March 10, 2014

Better Business Bureau

Attn: ******* **********

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

RE: Case #******* – ***** ******

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

March 4, 2014

 

Better Business Bureau

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

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

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

RE: Case #******* – ******** *****

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

***********

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

Additional Notes

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

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

Business Response:

February 26, 2014

Better Business Bureau

Attn: ******* **********

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

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

RE: Case #******* – ******** ********

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

Eastbay.com

Business Response:

March 11, 2014

Better Business Bureau

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

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

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

RE: Case #******* – ******** ********

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

Eastbay.com

Consumer Response:

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

Better Business Bureau:

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

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

Regards,

 

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

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

Additional Notes

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

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

Business Response:

March 10, 2014

Better Business Bureau

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

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

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

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

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

******* ****

 

 

 

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

Additional Notes

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

Desired Settlement: $138.11

Business Response:

January 24, 2014

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

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

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

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

Re: Case #******* – **** ********

Dear *******:

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

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

Thank you for your time.

Sincerely,

*******

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

Eastbay

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

Additional Notes

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

Desired Settlement: Request a full refund

Business Response:

January 22, 2014

Better Business Bureau

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

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

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

RE: Case #******* – **** ***

Dear *******,

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

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

.

Thank you for your time.

Sincerely,

*******

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

Eastbay

Business Response:

January 30, 2014

Better Business Bureau

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

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

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

RE: Case #******* – **** ***

Dear *******,

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

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

.

Thank you for your time.

Sincerely,

*******

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

Eastbay

Consumer Response:

Better Business Bureau:

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

[

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

 

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


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

Regards,

**** ***

 

 

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

Additional Notes

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

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

Business Response:

January 16, 2014

Better Business Bureau of Wisconsin

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

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

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

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

Dear *******:

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

Thank you for your time.

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

Foot Locker, Inc.

Consumer Response:

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

Better Business Bureau:

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


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

Regards,

 

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

 

 

 

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

Additional Notes

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

Desired Settlement: I wanted package before Christmas.

Business Response:

December 27, 2013

Better Business Bureau

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

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

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

RE: Case #******* – ****** ****

Dear Bradley,

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

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

Thank you for your time.

Sincerely,

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

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

Eastbay

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

Additional Notes

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

Desired Settlement: They should refund the full amount 111.56.

Business Response:

January 3, 2014

Better Business Bureau

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

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

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

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

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

Eastbay

Consumer Response:

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

Additional Notes

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

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

Business Response:

December 16, 2013

Better Business Bureau of Wisconsin

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

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

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

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

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

Foot Locker, Inc.

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

 

 

Business Response:

December 18, 2013

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

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

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

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

RE: Case #******* – ******* ********

Dear *******:

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

Desired Settlement: I just want my money back.

Business Response:

December 12, 2013

Better Business Bureau

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

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

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

RE: Case #******* – ******* ******

Dear *******:

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

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

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

December 16, 2013

 

Better Business Bureau

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

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

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

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

 

Dear *******,

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

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

Thank you for your time

Sincerely,

*******

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

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

Additional Notes

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

Desired Settlement: Please refund platinum membership

Business Response:

Better Business Bureau

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

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

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

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

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

November 17, 2013

Better Business Bureau of Wisconsin

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

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

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

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

Consumer Response:

Better Business Bureau:

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

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

 

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

Regards,

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

 

 

Business Response:

November 27, 2013

Better Business Bureau of Wisconsin

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

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

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

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

Dear *******,

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

November 21, 2013

Better Business Bureau

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

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


RE: Case #******* – ***** *******

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

November 19, 2013

Better Business Bureau

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

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

**** ***** **  *****

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

Dear *******:

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

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

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

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

Thank you for your time.

Sincerely,

*******

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

 

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

Additional Notes

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

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

Business Response:

November 5, 2013

 

Better Business Bureau

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

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

RE: Case #******* – ***** ******

Dear *******,

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

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

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

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

Thank you for your time.

Sincerely,

******

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

10/26/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

October 14, 2013

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

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

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

**** ***** **  *****

RE: Case #******* – ***** *********

Dear *******:

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

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

Rush is applied to the following Delivery Services only:

  • 1 Business Day
  • 2 Business Days

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

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

Thank you for your time.

Sincerely,

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

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

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

Additional Notes

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

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

Business Response:

September 11, 2013

Better Business Bureau of Wisconsin

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

10101 W Green Field Ave Suite 125

West Allis WI 53214

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

Dear *******:

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

Thank you for your time.

Sincerely,

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

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

*** ****

 

 

 

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

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

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

Business Response:

August 20, 2013

Better Business Bureau

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

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

**** ***** **  *****

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

Dear *******:

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

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

Thank you for your time.

Sincerely,

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

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

8/28/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

 

August 21, 2013

 

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

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

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

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

RE: ID #******* – ****** *****

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

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

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

Business Response:

August 28, 2013

 

 

Better Business Bureau

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

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: ID #******* – ****** *****

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

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

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

****** *****

 

 

 

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

Additional Notes

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

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

Business Response:

August 5, 2013

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

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

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

**** ****** **  *****

RE: Case #******* – ***** ***

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

8/12/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

August 2, 2013

Better Business Bureau

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

10101 W Green Field Ave Suite 125

West Allis WI  53214

RE: Case #******* – ******* ****

Dear *******:

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

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


Thank you for your time.

Sincerely,

*******

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

Consumer Response:

Better Business Bureau:

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

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

Regards,

******* ****

 

 

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

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

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

Business Response:

July 29, 2013

Better Business Bureau

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

10101 W Green Field Ave Suite 125

West Allis WI  53214

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

Dear *******

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

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

Thank you for your time.

Sincerely,

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

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

7/29/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Refund the $17.96.

Business Response:

July 17, 2013

 

Better Business Bureau

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

10019 W. Greenfield Avenue

Milwaukee, WI 53214

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

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

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

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

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

Business Response:

July 17, 2013

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

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

10019 W. Greenfield Avenue

Milwaukee, WI 53214

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

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

July 8, 2013

Better Business Bureau

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

10019 W. Greenfield Avenue

Milwaukee, WI 53214

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

Dear *******,

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

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

Thank you for your time,

*******

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

Consumer Response:

Better Business Bureau:

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


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

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

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

grateful

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

 

Consumer Response:

Better Business Bureau:

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

Dear Sirs


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


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


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


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


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


grateful


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

Regards,

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

 

 

Business Response:

July 16, 2013

Better Business Bureau

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

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

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

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

Dear *******,

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

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

Thank you for your time,

*******

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

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

Additional Notes

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

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

Business Response:

July 17, 2013

 

Better Business Bureau

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

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

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

RE: Case #******* – ***** *****

Dear *******,

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

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

Thank you for your time.

Sincerely,

*******

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

***** *****

 

 

 

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

Additional Notes

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

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

Business Response:

Better Business Bureau

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

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

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

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

Dear *******,

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

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

June 20, 2013

Better Business Bureau

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

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

**** ***** **  *****

RE: Case # ******* – ***** *******

Dear *******,

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

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

MESSAGE:

Dear *****,

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

Sincerely,

Eastbay

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

Product                 Description                                                      Expected Date

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

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

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

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

Desired Settlement: Refund of Shipping costs.

Business Response:

June 24, 2013

Better Business Bureau

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

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

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

RE: Case #******* – *** *****

Dear *******:

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

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

Thank you for your time.

Sincerely,

*******

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

*** *****

 

 

 

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

Additional Notes

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

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

Business Response:

June 2, 2013

Better Business Bureau of Wisconsin

10101 W Green Field Ave Suite 125

West Allis WI  53214

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

To Whom It May Concern:

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

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

May 9, 2013

Better Business Bureau

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

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

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

To Whom It May Concern:

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

Thank you for your time.

Sincerely,

*******

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

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

Additional Notes

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

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

Business Response:

April 30, 2013

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

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

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

**** ***** **  *****

RE: Case #******* – ***** *******

Dear *******:

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

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

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

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

Thank you for your time.

Sincerely,

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

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

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

Additional Notes

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

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

Business Response:

May 1, 2013

Better Business Bureau

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

**** ***** **  *****

RE: Case #******* – ***** *********

To Whom It May Concern:

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

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

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

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

Thank you for your time.

Sincerely,

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

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

Additional Notes

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

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

Business Response:

April 18, 2013

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

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

To Whom It May Concern:

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

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

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

Thank you for your time.

Sincerely,

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

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

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

Additional Notes

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

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

Business Response:

April 18, 2013

Better Business Bureau

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

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

**** ****** ** *****

RE: Busines