September 15, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted] Dear [redacted], I have reviewed Ms. [redacted] comments. I apologize for any disappointment regarding the lost package via...
UPS. Per Ms. [redacted] contact with us, a delivery investigation was requested via UPS. The package was deemed lost; therefore, a Gift Card in the amount of $222.97 was issued to Ms. [redacted] via email on 8/29/17. On 9/1/17, the Gift Card was voided as we were contacted by PayPal advising Ms. [redacted] also filed a non-receipt claim with them. If PayPal closed the claim in her favor, she would not be due the Gift Card. Since the claim with PayPal was closed without reimbursement to Ms. [redacted], our Operational Support Department then requested a PayPal refund in the amount of $222.97 on 9/14/17. Ms. [redacted] may confirm that refund amount via her PayPal account. Thank you for your time. [redacted]
Foot Locker Customer Service
[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 11905436, and find that this resolution is satisfactory to me.
Regards,
Katherine Davis
October 12, 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 regarding order number 55855964. Mr. [redacted] used a third party freight forwarding...
company as his shipping address. When using a third party reshipping company, we are unable to service for any missing, damaged or defective items or material difference once a package is delivered to a freight forwarder. Please note that 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. Mr. [redacted] may contact the freight forwarding company directly for further assistance. Thank you for your time. [redacted] Eastbay Customer Service
[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]
I would also like to thank everyone at the Revdex.com 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 Revdex.com. I tried to resolve it with involving Revdex.com at first but they refused to provide a fair service to me. Thank you again!
October 6, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted])Dear [redacted], I have reviewed Mr. [redacted]’s comments.The Brooks Pureflow 6 shoes were inspected by our Returns...
Department. The shoes were unacceptable as a return as they had been worn and were dirty; therefore, were returned to Mr. [redacted] on 10/2/17.Mr. [redacted] may review our Return Policy via the following link:https://www.eastbay.com/customerserv/help:returnPolicy/The following information is included within our Return Policy:Return/exchange merchandise must be unworn and in new condition with original tags.Thank you for your time.[redacted] Eastbay Customer Service
September 26, 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 comments. Mr. [redacted]’s Order number 55997865 consisted of two...
shipments. I am glad to hear he received the first shipment. Invoice number 63507886 for product number CP9467 – adidas Originals Tubular Shadow, shipped 9/7/17 via USPS with a tracking number of 9405510200839100285941. Tracking results via usps.com indicate the package was delivered September 11, 2017 at 12:51 PM to the address requested. 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 any missing, damaged or defective items or material difference once a package is delivered to a freight forwarder. 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. Mr. [redacted] 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
I have received your
correspondence and reviewed...
the information in Ms. [redacted]’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. [redacted]’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. [redacted] 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. [redacted] stated she no longer lives at this
address, I have filed a delivery investigation on the package. Ms. [redacted] 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. [redacted]
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. [redacted]’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. [redacted] can forward any questions regarding her lost package or refund to
their team and they will be happy to assist.
June 26, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I have attached the order manifest from Mr. [redacted]’s package which shows it originated in Wausau, Wisconsin. Our labels can sometimes show Toronto as the origin address so that any returns or non-deliverable packages are returned there for quicker refund processing, rather than back to the United States. However, as I previously confirmed, all Eastbay orders ship out of Wisconsin and no orders originate from a Canadian warehouse. Again, I do apologize for any inconvenience or confusion Thank you for your time. [redacted] B. Customer Care Supervisor Eastbay
[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. Thank you for taking the time to handle this.
Regards,
[redacted]
January 6, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11891979 (Demarcus P[redacted] Dear Stacy, I apologize for the delay in responding as I did not receive the first notification. I...
have reviewed the information in Mr. P[redacted]’s account. Mr. P[redacted] placed an order on 12/22/16 and called us to cancel the order as he ordered the wrong size. His order was processing at the time he called. Once an order has started to process, we are unable to modify or cancel it. We did offer the option for him to return the product. As a courtesy, we also offered to waive the SmartLabel return charge of $6.99. Mr. P[redacted] requested a refund of $19.99 for the shipping and handling. We informed him that the original shipping and handling charge is non-refundable. I emailed Mr. P[redacted] today, 1/6/17, and advised him that we have requested a credit card refund of $19.99 today. This is a one time courtesy. I advised him of our policy on modifying/cancelling orders and also on our Return Policy regarding the non-refundable shipping and handling. He may return the product per the instructions on the enclosed invoice and will be refunded for the product value and sales tax once the product has been inspected by our Returns Department and determined to be acceptable as a return. Thank you for your time. Jane Martin Eastbay Customer Service
January 18, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] - [redacted] Dear [redacted], I apologize for the delay in responding as I did not receive the previous notification. This order was...
placed in the account name of [redacted]. I have reviewed the information in [redacted]’s account. Order number 53800510 shipped 12/19/16 via UPS with a tracking number of 1Z5771401242950971. Tracking results do not provide delivery information; therefore, a delivery investigation with UPS was requested on 12/29/16. The estimated processing time for the investigation is 10 business days. A credit card refund of $21.63 has been requested today, 1/18/17. A $10.00 compensation gift card has also been sent via email to [redacted] at [redacted][email protected]. We do apologize for the delay in resolving this concern. 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.
The items did not ship from the USA. But I was charged international shipping fees. Regardless of policies the items never crossed a border specifically for my order. How do you still justify international tax fees. And I still have not been provided with the source from where your international tax rates are derived.
Regards,
[redacted]
January 11, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11897090 (Jason G[redacted] Dear [redacted], I apologize for the delay in responding as I did not receive the first notification. I have...
reviewed the information in Mr. G[redacted]’s account. I emailed Mr. G[redacted] today, 1/11/17 and apologized for any disappointment regarding his shopping experience with us. I requested the name of the associate he communicated with who was rude. Our main priority is to provide the ultimate in customer service to everyone. I confirmed that a UPS Return Label and also a copy of his invoice were processed on 12/26/16. The processing time for a Return Label is one business day. However, due to the busy holiday season, we do advise to allow 24-48 hours. In regards to the return processing time, details within the Return Policy on our web site, state the following: “The time for your return to reach us and be processed is approximately 10-14 business days from the date it was returned.” However, due to the holiday season, we are advising customers to allow 3-4 weeks as our Returns Department is very busy with the abundance of returns. We have not yet received a return from Mr. G[redacted]. Once his return has been received and processed, an email notification will be sent to him. Thank you for your time. Jane Martin Eastbay Customer Service
June 3,
2015
Revdex.com of Wisconsin
Attn: [redacted]
RE: Complaint ID #[redacted] – [redacted]
Dear [redacted],
When Ms. [redacted] 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. [redacted]. 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.
[redacted], 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.
[redacted] 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. [redacted] 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.
[redacted] 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.
[redacted], 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[redacted]
Eastbay
February 17, 2016 Revdex.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 Mr. [redacted]’s complaint. I have refunded his...
credit card $[redacted] for the item missing from his previous order. He should see this credit post to his account within 5-7 business days. Thank you for your time.
[redacted] Customer Care Supervisor [redacted]
January 20, 2017 Revdex.com of Wisconsin Attn: Bradley Colmerauer 10019 W. Greenfield Avenue Milwaukee,...
WI 53214 RE: Complaint #[redacted] (Terrika [redacted]) Dear Bradley, I apologize for the delayed response as the previous complaints were not received. I have reviewed Terrika’s account and also his Star Club account number [redacted]. We have sent rewards to his email address provided, as they were earned. We apologize if they were not received. Terrika has used some of the rewards from August; therefore, appears to be receiving them now. Our Operational Support Department has requested rewards to be resent on the following invoices: [redacted] If Terrika has any further concerns he may call our Operational Support Department at ###-###-#### and request to speak with the Team Lead. Thank you for your time. Jane [redacted] Eastbay Customer Service
May 10, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have contacted our Circulation Operations Manager to request the removal of Mr. [redacted] from our catalog mailing...
list. Mr. [redacted] will no longer receive our Eastbay catalog, effective June, 2017. I do apologize for the delay in completing this process. Mr. [redacted] did have multiple accounts; therefore, the first request to unsubscribe was not completed on all accounts. Thank you for your time. [redacted] Eastbay Customer Service
January 4, 2018 Revdex.com of Wisconsin Attn: Stacy [redacted]
[redacted]
[redacted] RE: Complaint #[redacted] (Danielle [redacted]) Dear Stacy, I have reviewed Ms. [redacted]’s comments. I do apologize for any disappointment regarding the delivery of the...
incorrect products. Our Returns Department inspects all returned products to determine whether they are acceptable in the condition received. Due to the smoke smell, the products were refused by our Returns Department and sent back to Ms. [redacted]. Ms. [redacted] has contacted us numerous times regarding the unacceptable return and was provided with details regarding the condition of the products and reason for the unacceptable return. On 1/3/18, Ms. [redacted] was serviced with a complete credit card refund in the amount of $69.85 and $83.82 as a one-time courtesy offer. As a future reference, any returned product that is refused by our Returns Department will not be refundable. Ms. [redacted] may return the products to us. Thank you for your time. Jane [redacted] Eastbay Customer Service
reviewed the
information in Ms. [redacted]’s account. I
contacted Ms. [redacted] 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 #[redacted]. I have created an account for her (customer #[redacted])
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.
September 15, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted] Dear [redacted], I have reviewed Ms. [redacted] comments. I apologize for any disappointment regarding the lost package via...
UPS. Per Ms. [redacted] contact with us, a delivery investigation was requested via UPS. The package was deemed lost; therefore, a Gift Card in the amount of $222.97 was issued to Ms. [redacted] via email on 8/29/17. On 9/1/17, the Gift Card was voided as we were contacted by PayPal advising Ms. [redacted] also filed a non-receipt claim with them. If PayPal closed the claim in her favor, she would not be due the Gift Card. Since the claim with PayPal was closed without reimbursement to Ms. [redacted], our Operational Support Department then requested a PayPal refund in the amount of $222.97 on 9/14/17. Ms. [redacted] may confirm that refund amount via her PayPal account. Thank you for your time. [redacted]
Foot Locker Customer Service
[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 11905436, and find that this resolution is satisfactory to me.
Regards,
Katherine Davis
October 12, 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 regarding order number 55855964. Mr. [redacted] used a third party freight forwarding...
company as his shipping address. When using a third party reshipping company, we are unable to service for any missing, damaged or defective items or material difference once a package is delivered to a freight forwarder. Please note that 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. Mr. [redacted] may contact the freight forwarding company directly for further assistance. Thank you for your time. [redacted] Eastbay Customer Service
[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]
I would also like to thank everyone at the Revdex.com 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 Revdex.com. I tried to resolve it with involving Revdex.com at first but they refused to provide a fair service to me. Thank you again!
October 6, 2017Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] ([redacted])Dear [redacted], I have reviewed Mr. [redacted]’s comments.The Brooks Pureflow 6 shoes were inspected by our Returns...
Department. The shoes were unacceptable as a return as they had been worn and were dirty; therefore, were returned to Mr. [redacted] on 10/2/17.Mr. [redacted] may review our Return Policy via the following link:https://www.eastbay.com/customerserv/help:returnPolicy/The following information is included within our Return Policy:Return/exchange merchandise must be unworn and in new condition with original tags.Thank you for your time.[redacted] Eastbay Customer Service
September 26, 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 comments. Mr. [redacted]’s Order number 55997865 consisted of two...
shipments. I am glad to hear he received the first shipment. Invoice number 63507886 for product number CP9467 – adidas Originals Tubular Shadow, shipped 9/7/17 via USPS with a tracking number of 9405510200839100285941. Tracking results via usps.com indicate the package was delivered September 11, 2017 at 12:51 PM to the address requested. 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 any missing, damaged or defective items or material difference once a package is delivered to a freight forwarder. 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. Mr. [redacted] 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
October 29, 2014
[redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted]
Dear [redacted],
I have received your
correspondence and reviewed...
the information in Ms. [redacted]’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. [redacted]’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. [redacted] 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. [redacted] stated she no longer lives at this
address, I have filed a delivery investigation on the package. Ms. [redacted] 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. [redacted]
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. [redacted]’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. [redacted] 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,
[redacted]
[redacted]
[redacted]
June 26, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] – [redacted] Dear [redacted], I have attached the order manifest from Mr. [redacted]’s package which shows it originated in Wausau, Wisconsin. Our labels can sometimes show Toronto as the origin address so that any returns or non-deliverable packages are returned there for quicker refund processing, rather than back to the United States. However, as I previously confirmed, all Eastbay orders ship out of Wisconsin and no orders originate from a Canadian warehouse. Again, I do apologize for any inconvenience or confusion Thank you for your time. [redacted] B. Customer Care Supervisor Eastbay
[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. Thank you for taking the time to handle this.
Regards,
[redacted]
January 6, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11891979 (Demarcus P[redacted] Dear Stacy, I apologize for the delay in responding as I did not receive the first notification. I...
have reviewed the information in Mr. P[redacted]’s account. Mr. P[redacted] placed an order on 12/22/16 and called us to cancel the order as he ordered the wrong size. His order was processing at the time he called. Once an order has started to process, we are unable to modify or cancel it. We did offer the option for him to return the product. As a courtesy, we also offered to waive the SmartLabel return charge of $6.99. Mr. P[redacted] requested a refund of $19.99 for the shipping and handling. We informed him that the original shipping and handling charge is non-refundable. I emailed Mr. P[redacted] today, 1/6/17, and advised him that we have requested a credit card refund of $19.99 today. This is a one time courtesy. I advised him of our policy on modifying/cancelling orders and also on our Return Policy regarding the non-refundable shipping and handling. He may return the product per the instructions on the enclosed invoice and will be refunded for the product value and sales tax once the product has been inspected by our Returns Department and determined to be acceptable as a return. Thank you for your time. Jane Martin Eastbay Customer Service
January 18, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] - [redacted] Dear [redacted], I apologize for the delay in responding as I did not receive the previous notification. This order was...
placed in the account name of [redacted]. I have reviewed the information in [redacted]’s account. Order number 53800510 shipped 12/19/16 via UPS with a tracking number of 1Z5771401242950971. Tracking results do not provide delivery information; therefore, a delivery investigation with UPS was requested on 12/29/16. The estimated processing time for the investigation is 10 business days. A credit card refund of $21.63 has been requested today, 1/18/17. A $10.00 compensation gift card has also been sent via email to [redacted] at [redacted][email protected]. We do apologize for the delay in resolving this concern. 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.
The items did not ship from the USA. But I was charged international shipping fees. Regardless of policies the items never crossed a border specifically for my order. How do you still justify international tax fees. And I still have not been provided with the source from where your international tax rates are derived.
Regards,
[redacted]
January 11, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #11897090 (Jason G[redacted] Dear [redacted], I apologize for the delay in responding as I did not receive the first notification. I have...
reviewed the information in Mr. G[redacted]’s account. I emailed Mr. G[redacted] today, 1/11/17 and apologized for any disappointment regarding his shopping experience with us. I requested the name of the associate he communicated with who was rude. Our main priority is to provide the ultimate in customer service to everyone. I confirmed that a UPS Return Label and also a copy of his invoice were processed on 12/26/16. The processing time for a Return Label is one business day. However, due to the busy holiday season, we do advise to allow 24-48 hours. In regards to the return processing time, details within the Return Policy on our web site, state the following: “The time for your return to reach us and be processed is approximately 10-14 business days from the date it was returned.” However, due to the holiday season, we are advising customers to allow 3-4 weeks as our Returns Department is very busy with the abundance of returns. We have not yet received a return from Mr. G[redacted]. Once his return has been received and processed, an email notification will be sent to him. Thank you for your time. Jane Martin Eastbay Customer Service
June 3,
2015
Revdex.com of Wisconsin
Attn: [redacted]
RE: Complaint ID #[redacted] – [redacted]
Dear [redacted],
When Ms. [redacted] 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. [redacted]. 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.
[redacted], 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.
[redacted] 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. [redacted] 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.
[redacted] 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.
[redacted], 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[redacted]
Eastbay
February 17, 2016 Revdex.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 Mr. [redacted]’s complaint. I have refunded his...
credit card $[redacted] for the item missing from his previous order. He should see this credit post to his account within 5-7 business days. Thank you for your time.
[redacted] Customer Care Supervisor [redacted]
January 20, 2017 Revdex.com of Wisconsin Attn: Bradley Colmerauer 10019 W. Greenfield Avenue Milwaukee,...
WI 53214 RE: Complaint #[redacted] (Terrika [redacted]) Dear Bradley, I apologize for the delayed response as the previous complaints were not received. I have reviewed Terrika’s account and also his Star Club account number [redacted]. We have sent rewards to his email address provided, as they were earned. We apologize if they were not received. Terrika has used some of the rewards from August; therefore, appears to be receiving them now. Our Operational Support Department has requested rewards to be resent on the following invoices: [redacted] If Terrika has any further concerns he may call our Operational Support Department at ###-###-#### and request to speak with the Team Lead. Thank you for your time. Jane [redacted] Eastbay Customer Service
May 10, 2017 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted]) Dear [redacted], I have contacted our Circulation Operations Manager to request the removal of Mr. [redacted] from our catalog mailing...
list. Mr. [redacted] will no longer receive our Eastbay catalog, effective June, 2017. I do apologize for the delay in completing this process. Mr. [redacted] did have multiple accounts; therefore, the first request to unsubscribe was not completed on all accounts. Thank you for your time. [redacted] Eastbay Customer Service
January 4, 2018 Revdex.com of Wisconsin Attn: Stacy [redacted]
[redacted]
[redacted] RE: Complaint #[redacted] (Danielle [redacted]) Dear Stacy, I have reviewed Ms. [redacted]’s comments. I do apologize for any disappointment regarding the delivery of the...
incorrect products. Our Returns Department inspects all returned products to determine whether they are acceptable in the condition received. Due to the smoke smell, the products were refused by our Returns Department and sent back to Ms. [redacted]. Ms. [redacted] has contacted us numerous times regarding the unacceptable return and was provided with details regarding the condition of the products and reason for the unacceptable return. On 1/3/18, Ms. [redacted] was serviced with a complete credit card refund in the amount of $69.85 and $83.82 as a one-time courtesy offer. As a future reference, any returned product that is refused by our Returns Department will not be refundable. Ms. [redacted] may return the products to us. Thank you for your time. Jane [redacted] Eastbay Customer Service
November 18, 2014
Revdex.com
Attn: [redacted]
[redacted]
[redacted]
RE: Case #[redacted] –
[redacted]
Dear [redacted],
I have received your correspondence and...
reviewed the
information in Ms. [redacted]’s account. I
contacted Ms. [redacted] 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 #[redacted]. I have created an account for her (customer #[redacted])
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.
[redacted]
[redacted]
Eastbay