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 Regards, [redacted]

On Tue, Aug 5, at 11:AM, [redacted] 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 neededAgain I say than you

August 1, RevDex.com Attn: [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] : I received your correspondence and reviewed the information in Ms [redacted] ’s complaint To compensate her for the lost package, I have issued a refund of $back to the credit card used on this order The processing time for most customers’ banks is 3-business days I sincerely apologize for all of the inconvenience Ms [redacted] 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, [redacted] Eastbay

July 10,
Revdex.com
*** *** ***
*** * *** *** *** *** ***
*** *** ** ***
*** *** *** * *** ***
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 follcontact 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 $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,
***
*** *** ***
***

[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]

August 6,
2014
[redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted]
– [redacted]
Dear...

[redacted]:
            I received your correspondence and
reviewed the information in Mr. [redacted]’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. [redacted] 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,
[redacted]
[redacted]
[redacted]
Eastbay

On Tue, Aug 5, 2014 at 11:15 AM, [redacted] 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.

July 23, 2014
RevDex.com
Attn: [redacted] [redacted]
RE: Case #[redacted] – [redacted]
Dear [redacted]:
            I thank Mr. [redacted] 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. [redacted] listed as
an acceptable substitute (product #[redacted]) 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. [redacted] 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. [redacted] with upgraded shipping. 
When the order has been placed, I will make sure Mr. [redacted] receives an
e-mail with all order details.
 If he has any other questions or
concerns, he is welcome to contact me at [redacted] and I will respond promptly.
Thank you for
your time.
Sincerely,
[redacted]
v

August 1,
2014
RevDex.com
Attn: [redacted]
[redacted]
[redacted]
[redacted]
RE: Case #[redacted] – [redacted]
Dear...

[redacted]:
            I received your correspondence and
reviewed the information in Ms. [redacted]’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. [redacted] 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,
[redacted]
[redacted]
Eastbay

Review: 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 [redacted] 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

[redacted]. has entered the session.

[redacted]: Manager still hasn't recontacted me regarding my order!

[redacted].: Thank you for contacting Eastbay Customer Care! How may I help you?

[redacted]: Manager still hasn't recontacted me regarding my order!

[redacted].: One moment please...

[redacted]: Did he even contact the manager about my problem or did he just lie to me?

[redacted].: One moment please while I locate that information.

[redacted].: Can you explain what is wrong with the shoe?

[redacted].: Thank you for contacting us. I have enjoyed assisting you!

[redacted]: what?

[redacted].: Can you explain what was wrong with the shoe?

[redacted]: I already did before, what do you people do with this information

[redacted].: 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.

[redacted]: I ALREADY DID BEFORE

[redacted].: If you would like to send the item back to us for a full refund you can do that also.

[redacted]: WHY HASNT THE SUPERVISOR EMAILED ME BACK YET

[redacted].: 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".

[redacted].: When you email us back with the details we will forward that onto to the supervisor for further assistance.

[redacted]: 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?

[redacted].: Unfortunately, we would need to know what is wrong with the shoe in more details and a supervisor or will get back to you.

[redacted].: The supervisor will receive the email and get back to you with a solution.

[redacted]: So you persist on not answering my question?

[redacted]: Is [redacted] your real name?

[redacted]: Can you please provide me with the name of the person I contacted on my previous live chat?

[redacted]. has entered the session.

[redacted]: Is this the supervisor or the man from the previous chat?

[redacted].: Hello, Unfortunately, there are no supervisors affable today to assist you. However, I am a Team Lead and how may I help you?

[redacted]: This is horrible, can I have the name of the customer service respondent that I talked to about a week ago

[redacted].: His name was [redacted].

[redacted]: and his last name inital

[redacted]: initial

[redacted].: [redacted]: Thank you, I will be filing a complaint with the Revdex.com 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

Review: 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 "[redacted]" operator #[redacted] and he said that he was going to cancel my order and place it again. So he cancelled order #[redacted] and placed a new order with number [redacted]. 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 $155.87Desired Settlement: Refund of $155.87 charged to my credit card for order #[redacted] which was cancelled because the system did not process it.

Business

Response:

I ordered a package with the expectation that I would receive it within 1 week of purchase. As I followed the UPS tracking email, the package was handed off to the USPS the day it was to be delivered. WHAT!!! Anyone knows if you ever want to see your package you use UPS or FedEx-not the government postal service. Needless to say, my package is going on 11 days late. I called UPS and they said that they have a partnership with the USPS and it's not their problem on where it's at (UPS partnering with the Postal service?? Isn't that why UPS was founded, for peace of mind??). UPS informed me that Eastbay was the originator of this type of low cost shipping. I called Eastbay and they said that its not their problem either and whenever USPS will get around to it, they will. I asked what my resolution was for a lost package and they informed me that the USPS has an addition 3-4 days to deliver and if it doesn't come, Eastbay will start an investigation and that will take an addition 4 days before I can do anything about my product or receive a refund. A full 20 days must expire and who knows how long it would take before I could get my money back? Never again, Eastbay. I will stick to online retail stores with better reputations to purchase in the future. Your "free shipping" UPS partnered with USPS is junk, rude and uncaring customer service, and "not my fault" business practices are unacceptable.

I ordered through eastbay for christmas gifts, my boyfriend had a coupon on a catelog mailed to him. I went through several items that were either in stock or they were clearly labeled out of stock. I placed an order for a sweater and a pair of very expensive shoes on December 6th 2015. I received email confirmation no where on the email was I notified that there was back order on one of my items. The shipping was standard 5 to 6 business days. I received the sweater I ordered, which looked nothing like the photo. The sweat was all the same color when received but in the photo it clearly looked like the sleeves were blue and the mid section grey. Seeing as I had lack of time I let that go. I received an email on the 17th of december. That my shoes have been shipped. 10 days after the initial confirmation of my order. I still have yet to receive my shoes in the mail... I called customer service to resolve this issue with a supervisor. My call was answered by a Laurie, after being on hold for 15 minutes. So knowing it is holiday season and they are probably busy I was very curteous and pleasant in my conversation with Laurie. After telling me what I already knew I asked to speak with a supervisor in a very nice tone telling her I understood it was not her fault but I would like to speak with them. She put me on hold and come back and told me she can't explain why it didn't notify me that the shoes were on back order but I should've placed my order over the phone and they would have been able to notify me of that. I explained that it should've notified me that the item would be on back order because I would've ordered through another company. Still remaining very nice in my tone to her. She then rudely told me well I have 2 options I can seek a refund or wait for my item and that she doesn't know what to tell me. Now that was unacceptable. I was not one time yelling, demeaning, cussing, or rudely speaking to her. And that is not customer service. I was denied my right to put in a complaint with the company with her not allowing me to speak with a supervisor when I asked. This is not okay in anyway and I will be calling a supervisor and reporting this employee and my inconvenience.

Review: For my order:

Cr: [redacted]

Order Acknowledgement Number: [redacted]

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:

Review: 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: [redacted]

Cr: [redacted]

Order Number: [redacted]

Shipping Date: 01/06/2015

Ship Method: Full Service Tracking

I contacted Eastbay customer service, here is chat session.

[redacted].: Thank you for contacting Eastbay Customer Care!

[redacted].: One moment please.

[redacted]: oops, that's Tue 1/6/2105...

[redacted]: 1/6/2015

[redacted].: One moment please...

[redacted]: r u still there?

[redacted]: ok

[redacted].: 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.

[redacted]: six business days!!!

[redacted].: 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.

[redacted].: Do you have any further questions today?

[redacted]: I will never order another item from Eastbay.

[redacted]: Thank you

[redacted].: 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 reasonDesired 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

Review: I made purchases online from Canada totalling $341.53. Was told that 2 items could not be shipped so I would have to get a US address service to clear these items (Brooks track spikes and Vans shoes). This resulted in an additional cost $217.34. The [redacted] football cleats were defective (stud sole layer of the shoe separated from the shoe during play) I had to pay $24 to return the item to a Canadian warehouse in Toronto. The item was delivered Sept 15th but had to wait until October 24th for the refund which is the end of the football season. Return credit was less than what I paid for the item as Eastbay used the exchange rate on the day the credit was processed. I called the centre and was told that nothing could be done as well as offering a $10 credit which I declined. After all the troubles of having to purchase another pair of cleats as the [redacted] was defective and having to pay for the return then wait until October 24 to get the credit, that is just awful. This order was a nightmare and after paying close to $700 cdn and the loss of the use of the cleats, its not acceptable that all that is worth $10. I have had no previous issues with this company and we have been purchasing online since 2013 to the tune of $1200usd so what is $10 in the grand scheme of things, to us it's a company not accepting responsibility and not respecting that it's an additional cost to Canadians when we make online purchases with Eastbay. So if brand loyalty means nothing to Eastbay then I can and will certainly take my business elsewhere! BTW this also happened to 6 other players on my son's university football team! The shoes are no good and if they choose to sell defective items then they should be prepared to deal with the fallout with the consumers.Desired Settlement: I am requesting a customer service gesture credit of no less than 25% off my next order or at least $50usd credited to me for the the loss of use of the defective cleats which is 25% of the cost of a new pair of cleats.

Business

Response:

October

27, 2015RevDex.com of Wisconsin Attn:

[redacted] RE: Complaint # [redacted] Dear [redacted],I

received your correspondence and reviewed the information in Ms. [redacted]’s

account. I am very sorry that she has

been experiencing such inconvenience and frustration with Eastbay in regards to

her recent order and return.Eastbay

orders billed or refunded to Canadian credit cards are based on U.S. currency

and refund amounts are not adjusted by our warehouse to reflect differences in

exchange rates. However, obviously Ms. [redacted]’s

situation extends beyond that process, so I am happy to issue her an additional

$50 refund. This refund will be transmitted

to her bank as U.S. funds and should be fully processed by her bank within 5-7

business days.I

thank her for her patience and I am hopeful she will continue to choose Eastbay

for her athletic wear needs in the future. Thank you for your time. [redacted] 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.]

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,

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

Business

Response:

Review: 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:

Review: 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:

Review: 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 dissatisfiedDesired 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: