I have received your correspondence and reviewed...
the
information in Mr. [redacted]’s account. I spoke
with a team leader in our Payment Verification Department regarding Mr. [redacted]’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. [redacted] 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. [redacted] spoke with our PVD staff
about this situation earlier today, but if he has additional questions he is welcome to
contact t[redacted] at ###-###-####.
April 19, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s additional concerns. A PayPal refund of $149.99 has been requested on 4/18/17. The processing time for a PayPal refund is 1-4 days from the date requested. The delivery investigation has been closed. Please disregard any additional notifications. Thank you for your time. [redacted] Eastbay Customer Service
I received your
correspondence and reviewed the...
information in Ms. [redacted]’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. [redacted]’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.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. That is all I had requested from the get go and wish it wouldn't have got to this point but I appreciate the quick response to the Revdex.com complaint. I have since checked their website and if an item is excluded, it no longer allows you to apply a promo code. This was not the case when I placed the order, which is why it allowed me to apply the promo code and hence my complaint when Eastbay would not honor it when I followed up with them. Thank you for honoring the sale as it was initially completed.
Regards,
[redacted]
October 24, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed [redacted]’s comments. Order number 56183925 shipped 10/7/2017 via USPS with a tracking...
number of 9405510200839102812473. Tracking results via usps.com indicate the package was delivered to the address requested at 9:13 AM on 10/11/2017. It appears that the shipping address is a freight forwarding company. When using a third party reshipping company, we are unable to service customers for an order that was not forwarded on to them. A freight forwarder also includes any form of third party responsible for holding and/or shipping an order to the intended recipient. We are not able to make any exceptions to this policy. Therefore, no refund will be processed for the product that has not been received. The customer may contact the freight forwarding company to inquire on his package per the shipping details provided above. Thank you for your time. [redacted] Eastbay Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have already wasted over an hour with your support team and filing this complaint. Wasting another hour going to the post office to send back your material, and wait THREE weeks for a refund is not worth the $20.I find it much easier to never use your company again and to advise my friends, family, and coworkers to do the same.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I spoke to someone regarding exchanging my shoes for a different size I was told I could exchange within 90 days. I purchased a different shoe in a smaller size since the one I originally purchased was no longer available in the size I wanted. I did this before the return was submitted because I was worried the correct size of the other shoe would also be sold out by the time I got my return taken care of. The person on the chat said I could then return my shoe that was too big within 90 days and said nothing about them having to be in perfect condition. It did not even occur to me to think that if someone is allowed 90 days to return a shoe that they would not be able to wear the shoe to adequately determine if the shoe was going to work for them. I was even told there is a 30 day fit guarantee, but apparently customers are not actually allowed to wear the shoe to determine if they fit or not. This makes no sense to me and I would not have purchased a replacement shoe if this was the type of response I was going to get. I would think a large business such as Eastbay would apologize for the person who spoke to me on chat not explaining their policy properly and give me a refund.
Regards,
[redacted]
June 30, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I have reviewed Ms. [redacted] account information. Her order only included two pair of shoes. Unfortunately, product...
number [redacted] – Nike Air Monarch IV (size 14.0), was cancelled from her order as it was unavailable at the time the order was processed to ship. The credit card amount of $54.99 was requested as a pre-authorization prior to processing the order. Once the product was cancelled, the funds were released back to her credit card. Notes on Ms. [redacted] account indicate she called us on 6/1/17 and spoke with our Payment Verification Supervisor. The Supervisor contacted Ms. [redacted] bank and requested the authorized hold of funds to be released at that time. Product number [redacted] – Nike Train Complete (size 14.0), was processed and shipped 6/1/17. The credit card charge for that item was $109.99. We apologize for any disappointment regarding the shipping error of sending the wrong item. We received the returned product on 6/29/17. A credit card refund of $103.00 was requested on that date. Upon processing the return, the SmartLabel charge of $6.99 was deducted and should not have been, per the shipping error. I have requested a credit card refund of $6.99 for the SmartLabel charge, today, 6/30/17. A $15.00 gift card is on its way to Ms. Murry via email. We do appreciate her business and would like her to give us another chance in the future. Thank you for your time. [redacted]
Eastbay Customer Service
November 3, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s comments. Order number 2886591 included product number BB4488 – Adi Ultra Boost...
Uncaged for $149.99. The order was discounted $60.00 per the promotion code FINAL40 for 40% off. The total charge of $101.02 included sales tax of $6.03 and shipping and handling of $5.00. Mr. [redacted] provided a screenshot prior to placing the order, indicating a discount of $96.00 was applied to the order per the promo Final40, which is not 40% and is incorrect. Upon submitting the order, the correct discount of $60.00 was applied to the order. We are unable to refund $38.28 per Mr. [redacted]’s request as the correct discount was applied to the order. Mr. [redacted] may return the product if unwanted. The original shipping and handling charge of $5.00 is not refundable if the product is returned to us. Per his previous contact with us, we have offered to waive the SmartLabel return charge of $6.99.If Mr. [redacted] would like to keep the product, we will refund the original shipping and handling of $5.00 as a courtesy. This resolution has been discussed with leadership staff and will not be changed. Thank you for your time. [redacted] Final Score Customer Service
September 1, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Ms. [redacted]’ comments. I apologize for any disappointment regarding the delay in unsubscribing Ms....
[redacted] from our catalog mailing list. I have contacted our Circulation Operations Manager who has confirmed Ms. [redacted] has now been removed from all future catalog mailings. Thank you for your time. [redacted] Eastbay Customer Service
August 4, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s account information. Once an order has been submitted, a credit card authorization is...
requested for the total amount of the order. This is a temporary hold of funds. The credit card is then charged for the products that are shipped. If an item is cancelled, the held credit card funds are then released. Product number 71968001 – Under Armor Golden Age Jogger (size XXL), was unavailable for order number 55497643; therefore, was cancelled. The credit card was not charged for the item. The temporary hold of credit card funds should have been dropped within 3 - 7 days from the date of cancellation, depending upon the bank’s policy. If the amount of $61.99 has not been dropped and is still being held, Mr. [redacted] may call our Payment Verification Department at ###-###-#### to request a drop authorization. Mr. [redacted]’s bank name and bank telephone number and fax number are required for this request. He may reference his cr 47856318, order number 55497643 and invoice number 62915697. Our main priority is to provide the ultimate in customer service to everyone. We do apologize if we have not met this priority during Mr. [redacted]’s experience with us. Thank you for your time. [redacted] Eastbay Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe fact that the "order review" page prior to me clicking "submit order" showed the price with the discount should have meant the discount was applicable and I only authorized the discounted amount. AND the fact that the initial charge to my credit card was the same as discounted amount further substantiated this. All this made me choose to purchase from Eastbay instead of directly from Adidas (that at that time gave me 15% discount). And now, I lost that opportunity.If Eastbay further realized that it was an error on their system, the standard protocol should have been to put the order on hold, inform me (via email or phone) and asked whether I wanted to proceed or not. Charging my credit card for the additional amount WITHOUT my consent was deemed fraudulent, hence, complaint submission to Revdex.com.All said above, I still demand Eastbay deliver my order at the amount shown on the "order page" ($135.99). Again, I could submit a screenshot showing the "order page" with the discounted amount.
Regards,
[redacted]
January 26, 2017 Revdex.com of Wisconsin Attn: Bradley [redacted] RE: Complaint [redacted] (Leeann [redacted]) Dear Bradley, I apologize for the delayed response as the previous notification was not received. I have reviewed Ms. [redacted]’s account. A credit card refund of $64.19 was requested on 9/8/16 per her contact with us on that date. The refund compensates her for the order she did not receive. Thank you for your time. Jane [redacted] Eastbay Customer Service
March 9, 2016 Revdex.com of Wisconsin Attn: [redacted] Juedes 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I received your correspondence and reviewed the information in Ms. [redacted]’ account. Her return was received and...
processed on 1/18/16. However, we are not able to complete a refund with PayPal because the customer has opened a complaint with PayPal regarding the transaction. We are not able to issue any partial or full refunds on this invoice unless the complaint is closed or dropped by the customer. If she would like to do so and then contact us back, we would be more than happy to review her account again. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
October
29, 2015RevDex.com of Wisconsin Attn:
[redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint # [redacted] – [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Ms. [redacted]’s
account. Our Claims...
Department handled
the investigation of the orders that Ms. [redacted] stated were not
received. As there was already a
previous claim of a lost package on Ms. [redacted]’s account, initially her
request for a refund on her most recent order was denied. To
resolve this issue, I have issued a refund of $69.99 to refund Ms. [redacted] for
order #49861822 which UPS confirms was left at her front door. Her card issuer should fully process this
refund within 5-7 business days.We
will not issue refunds for any additional claims of lost packages under Ms.
[redacted]’s account. If she chooses to
place additional orders, she is doing so at her own risk. If she does not receive future orders, she
will need to file claims directly with USPS/UPS, her third party shipper, or her local police department.Thank
you for your time.LindseyCustomer
Care SupervisorEastbay
March 7, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s additional concerns.For our mutual protection, all orders are subject to our automatic verification system. When a customer enters their credit card details, there is verbiage under the credit card number field that states: "For protection, Eastbay reserves the right to hold orders for complete verification." This can also be found in the Help pages on our website. The system will attempt to verify all information submitted on the customer’s order such as (but not limited to) shipping, billing, phone, email and payment information. If any of this information does not verify back to the credit card holder, or can't be linked to the credit card holder, the order is subject to cancellation. In the case of Ms. [redacted]’s order, information provided did not or could not be verified. Although Ms. [redacted]’s bank did authorize the funds for the order, our verification process looks at all the details provided on the order. Our company may have received authorization from her bank to charge her card, but unless we ship an item we will never collect those funds. Ms. [redacted]’s bank should be dropping the held funds right back into her account as we did not collect them. She will not see a credit or a refund from our company. The bank will simply put the funds back in her account. If the bank does not release the funds, Ms. [redacted] may call our Payment Verification Department at 1.800.991.6828, request to speak with a supervisor, and provide them with the required bank information so a drop authorization can be requested. Thank you for your time. [redacted] Eastbay Customer Service
August 29, 2016 Revdex.com of WisconsinAttn: [redacted]10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed Mr. [redacted]’s account. When a customer receives an incorrect item, the...
product would need to be returned to our warehouse in order for a refund or replacement to be issued. We shipped this item to a U.S. address and the customer then used a 3rd party reshipment service to send it out of the country. I apologize that it is difficult for him to return it due to this reshipment, but the product does need to be returned back to our U.S. warehouse in new condition before Mr. [redacted] can be serviced. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
I have received your
latest correspondence and reviewed the...
information in Mr. [redacted]’s account. He has been in contact with several members
of our Claims Department, including [redacted], 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. [redacted]
called in yesterday, he spoke with [redacted], [redacted] in our Claims
Department, who confirmed with Mr. [redacted] 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. [redacted] called in again
earlier today, he was transferred to [redacted]’s voice mail per requests
she documented in his account notes. As
she confirmed to Mr. [redacted] 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 [redacted] of Mr. [redacted]’s complaint
information and request that she contact him at her earliest convenience to
discuss his concerns again.
January 20, 2015
Revdex.com
Attn: [redacted]
[redacted]
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your correspondence and reviewed...
the
information in Mr. [redacted]’s account. I spoke
with a team leader in our Payment Verification Department regarding Mr. [redacted]’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. [redacted] 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. [redacted] spoke with our PVD staff
about this situation earlier today, but if he has additional questions he is welcome to
contact t[redacted] at ###-###-####.
Thank you.
[redacted]
[redacted]
Eastbay
April 19, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s additional concerns. A PayPal refund of $149.99 has been requested on 4/18/17. The processing time for a PayPal refund is 1-4 days from the date requested. The delivery investigation has been closed. Please disregard any additional notifications. Thank you for your time. [redacted] Eastbay Customer Service
October 30, 2014
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I received your
correspondence and reviewed the...
information in Ms. [redacted]’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. [redacted]’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,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. That is all I had requested from the get go and wish it wouldn't have got to this point but I appreciate the quick response to the Revdex.com complaint. I have since checked their website and if an item is excluded, it no longer allows you to apply a promo code. This was not the case when I placed the order, which is why it allowed me to apply the promo code and hence my complaint when Eastbay would not honor it when I followed up with them. Thank you for honoring the sale as it was initially completed.
Regards,
[redacted]
October 24, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed [redacted]’s comments. Order number 56183925 shipped 10/7/2017 via USPS with a tracking...
number of 9405510200839102812473. Tracking results via usps.com indicate the package was delivered to the address requested at 9:13 AM on 10/11/2017. It appears that the shipping address is a freight forwarding company. When using a third party reshipping company, we are unable to service customers for an order that was not forwarded on to them. A freight forwarder also includes any form of third party responsible for holding and/or shipping an order to the intended recipient. We are not able to make any exceptions to this policy. Therefore, no refund will be processed for the product that has not been received. The customer may contact the freight forwarding company to inquire on his package per the shipping details provided above. Thank you for your time. [redacted] Eastbay Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have already wasted over an hour with your support team and filing this complaint. Wasting another hour going to the post office to send back your material, and wait THREE weeks for a refund is not worth the $20.I find it much easier to never use your company again and to advise my friends, family, and coworkers to do the same.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I spoke to someone regarding exchanging my shoes for a different size I was told I could exchange within 90 days. I purchased a different shoe in a smaller size since the one I originally purchased was no longer available in the size I wanted. I did this before the return was submitted because I was worried the correct size of the other shoe would also be sold out by the time I got my return taken care of. The person on the chat said I could then return my shoe that was too big within 90 days and said nothing about them having to be in perfect condition. It did not even occur to me to think that if someone is allowed 90 days to return a shoe that they would not be able to wear the shoe to adequately determine if the shoe was going to work for them. I was even told there is a 30 day fit guarantee, but apparently customers are not actually allowed to wear the shoe to determine if they fit or not. This makes no sense to me and I would not have purchased a replacement shoe if this was the type of response I was going to get. I would think a large business such as Eastbay would apologize for the person who spoke to me on chat not explaining their policy properly and give me a refund.
Regards,
[redacted]
June 30, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I have reviewed Ms. [redacted] account information. Her order only included two pair of shoes. Unfortunately, product...
number [redacted] – Nike Air Monarch IV (size 14.0), was cancelled from her order as it was unavailable at the time the order was processed to ship. The credit card amount of $54.99 was requested as a pre-authorization prior to processing the order. Once the product was cancelled, the funds were released back to her credit card. Notes on Ms. [redacted] account indicate she called us on 6/1/17 and spoke with our Payment Verification Supervisor. The Supervisor contacted Ms. [redacted] bank and requested the authorized hold of funds to be released at that time. Product number [redacted] – Nike Train Complete (size 14.0), was processed and shipped 6/1/17. The credit card charge for that item was $109.99. We apologize for any disappointment regarding the shipping error of sending the wrong item. We received the returned product on 6/29/17. A credit card refund of $103.00 was requested on that date. Upon processing the return, the SmartLabel charge of $6.99 was deducted and should not have been, per the shipping error. I have requested a credit card refund of $6.99 for the SmartLabel charge, today, 6/30/17. A $15.00 gift card is on its way to Ms. Murry via email. We do appreciate her business and would like her to give us another chance in the future. Thank you for your time. [redacted]
Eastbay Customer Service
November 3, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s comments. Order number 2886591 included product number BB4488 – Adi Ultra Boost...
Uncaged for $149.99. The order was discounted $60.00 per the promotion code FINAL40 for 40% off. The total charge of $101.02 included sales tax of $6.03 and shipping and handling of $5.00. Mr. [redacted] provided a screenshot prior to placing the order, indicating a discount of $96.00 was applied to the order per the promo Final40, which is not 40% and is incorrect. Upon submitting the order, the correct discount of $60.00 was applied to the order. We are unable to refund $38.28 per Mr. [redacted]’s request as the correct discount was applied to the order. Mr. [redacted] may return the product if unwanted. The original shipping and handling charge of $5.00 is not refundable if the product is returned to us. Per his previous contact with us, we have offered to waive the SmartLabel return charge of $6.99.If Mr. [redacted] would like to keep the product, we will refund the original shipping and handling of $5.00 as a courtesy. This resolution has been discussed with leadership staff and will not be changed. Thank you for your time. [redacted] Final Score Customer Service
September 1, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have reviewed Ms. [redacted]’ comments. I apologize for any disappointment regarding the delay in unsubscribing Ms....
[redacted] from our catalog mailing list. I have contacted our Circulation Operations Manager who has confirmed Ms. [redacted] has now been removed from all future catalog mailings. Thank you for your time. [redacted] Eastbay Customer Service
August 4, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Mr. [redacted]’s account information. Once an order has been submitted, a credit card authorization is...
r 47856318, order number 55497643 and invoice number 62915697. Our main priority is to provide the ultimate in customer service to everyone. We do apologize if we have not met this priority during Mr. [redacted]’s experience with us. Thank you for your time. [redacted] Eastbay Customer Service
requested for the total amount of the order. This is a temporary hold of funds. The credit card is then charged for the products that are shipped. If an item is cancelled, the held credit card funds are then released. Product number 71968001 – Under Armor Golden Age Jogger (size XXL), was unavailable for order number 55497643; therefore, was cancelled. The credit card was not charged for the item. The temporary hold of credit card funds should have been dropped within 3 - 7 days from the date of cancellation, depending upon the bank’s policy. If the amount of $61.99 has not been dropped and is still being held, Mr. [redacted] may call our Payment Verification Department at ###-###-#### to request a drop authorization. Mr. [redacted]’s bank name and bank telephone number and fax number are required for this request. He may reference his c
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe fact that the "order review" page prior to me clicking "submit order" showed the price with the discount should have meant the discount was applicable and I only authorized the discounted amount. AND the fact that the initial charge to my credit card was the same as discounted amount further substantiated this. All this made me choose to purchase from Eastbay instead of directly from Adidas (that at that time gave me 15% discount). And now, I lost that opportunity.If Eastbay further realized that it was an error on their system, the standard protocol should have been to put the order on hold, inform me (via email or phone) and asked whether I wanted to proceed or not. Charging my credit card for the additional amount WITHOUT my consent was deemed fraudulent, hence, complaint submission to Revdex.com.All said above, I still demand Eastbay deliver my order at the amount shown on the "order page" ($135.99). Again, I could submit a screenshot showing the "order page" with the discounted amount.
Regards,
[redacted]
January 26, 2017 Revdex.com of Wisconsin Attn: Bradley [redacted] RE: Complaint [redacted] (Leeann [redacted]) Dear Bradley, I apologize for the delayed response as the previous notification was not received. I have reviewed Ms. [redacted]’s account. A credit card refund of $64.19 was requested on 9/8/16 per her contact with us on that date. The refund compensates her for the order she did not receive. Thank you for your time. Jane [redacted] Eastbay Customer Service
March 9, 2016 Revdex.com of Wisconsin Attn: [redacted] Juedes 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I received your correspondence and reviewed the information in Ms. [redacted]’ account. Her return was received and...
processed on 1/18/16. However, we are not able to complete a refund with PayPal because the customer has opened a complaint with PayPal regarding the transaction. We are not able to issue any partial or full refunds on this invoice unless the complaint is closed or dropped by the customer. If she would like to do so and then contact us back, we would be more than happy to review her account again. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
October
29, 2015RevDex.com of Wisconsin Attn:
[redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint # [redacted] – [redacted] Dear [redacted],I
received your correspondence and reviewed the information in Ms. [redacted]’s
account. Our Claims...
Department handled
the investigation of the orders that Ms. [redacted] stated were not
received. As there was already a
previous claim of a lost package on Ms. [redacted]’s account, initially her
request for a refund on her most recent order was denied. To
resolve this issue, I have issued a refund of $69.99 to refund Ms. [redacted] for
order #49861822 which UPS confirms was left at her front door. Her card issuer should fully process this
refund within 5-7 business days.We
will not issue refunds for any additional claims of lost packages under Ms.
[redacted]’s account. If she chooses to
place additional orders, she is doing so at her own risk. If she does not receive future orders, she
will need to file claims directly with USPS/UPS, her third party shipper, or her local police department.Thank
you for your time.LindseyCustomer
Care SupervisorEastbay
March 7, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted]) Dear [redacted], I have reviewed Ms. [redacted]’s additional concerns.For our mutual protection, all orders are subject to our automatic verification system. When a customer enters their credit card details, there is verbiage under the credit card number field that states: "For protection, Eastbay reserves the right to hold orders for complete verification." This can also be found in the Help pages on our website. The system will attempt to verify all information submitted on the customer’s order such as (but not limited to) shipping, billing, phone, email and payment information. If any of this information does not verify back to the credit card holder, or can't be linked to the credit card holder, the order is subject to cancellation. In the case of Ms. [redacted]’s order, information provided did not or could not be verified. Although Ms. [redacted]’s bank did authorize the funds for the order, our verification process looks at all the details provided on the order. Our company may have received authorization from her bank to charge her card, but unless we ship an item we will never collect those funds. Ms. [redacted]’s bank should be dropping the held funds right back into her account as we did not collect them. She will not see a credit or a refund from our company. The bank will simply put the funds back in her account. If the bank does not release the funds, Ms. [redacted] may call our Payment Verification Department at 1.800.991.6828, request to speak with a supervisor, and provide them with the required bank information so a drop authorization can be requested. Thank you for your time. [redacted] Eastbay Customer Service
August 29, 2016 Revdex.com of WisconsinAttn: [redacted]10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I received your correspondence and reviewed Mr. [redacted]’s account. When a customer receives an incorrect item, the...
product would need to be returned to our warehouse in order for a refund or replacement to be issued. We shipped this item to a U.S. address and the customer then used a 3rd party reshipment service to send it out of the country. I apologize that it is difficult for him to return it due to this reshipment, but the product does need to be returned back to our U.S. warehouse in new condition before Mr. [redacted] can be serviced. Thank you for your time. [redacted] Customer Care Supervisor Eastbay
March 30, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted],
I have received your
latest correspondence and reviewed the...
information in Mr. [redacted]’s account. He has been in contact with several members
of our Claims Department, including [redacted], 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. [redacted]
called in yesterday, he spoke with [redacted], [redacted] in our Claims
Department, who confirmed with Mr. [redacted] 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. [redacted] called in again
earlier today, he was transferred to [redacted]’s voice mail per requests
she documented in his account notes. As
she confirmed to Mr. [redacted] 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 [redacted] of Mr. [redacted]’s complaint
information and request that she contact him at her earliest convenience to
discuss his concerns again.
Thank you.
[redacted]
[redacted]
Eastbay