Eastbay

I went to order a pair of basketball shoes for my son Monday, November 30th. It took me 3 hours to be able to order a pair of shoes. I tried 2 800 numbers and they rang busy, I tried the chat service and it took 30 minutes to get a rep, who had no authority to help me or place my order. I was pretty much told the problem was Cyber Monday.
This is not acceptable and why was the executives of this company on top of Cyber Monday before it happened. Their Servers could not handle the volume of business and they did not have enough associates staffing the phone lines. They had people on chat but what was the point if they could not place orders? Those associates should have been on the phone lines.
During this same time, I visited 3 other sites one of which was Amazon and I had no problem placing orders on these sites as if it was just any day of the week. This again confirms, Eastbay was not prepared or staffed appropriately for Cyber Monday.
Today, I went to check the status of my order and at 11:00am, it is still awaiting approval. Seriously, my orders from my other sites have already shipped.
It's not like Eastbay had any spectacular sales that drove everyone to their site. Sure hope there is some heat on the executives there for this one. Its time to take a look at your staffing and server capability.
Very disappointed in my first shopping experience at Eastbay!

I paid extra shipping for my order, then, I get a tracking number for the cheapest method of shipping, which I could have paid less for. I contacted customer service [redacted]. via chat, and she tried to explain how I'm paying more for "priority handling" not the shipping method. This is a total manipulation of the system, I want everyone to know how messed up this is. For such a small dollar to assume we as customers are that dumb, that we wouldn't notice stuff like this. More than anything, it's about the principal, it's about the dishonesty and deceit, not just about the $$. I'm really disappointed, and further disappointed that when I told [redacted] to please change my shipping method she denied my request. I asked for a partial refund on the shipping which she also denied my request saying I'm paying for what I'm getting.

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

Business

Response:

April 5, 2016 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 this complaint. We provide a prepaid return label inside our shipments as a courtesy for customers who do not wish to pay up-front to ship their return back. The label states that $6.99 will be deducted from the customer’s return if the label is used, which is why this deduction was made on the return in question. I have issued a refund of $6.99 back to the credit card used on the order as a courtesy as the customer states the item was received in used condition. If any problems are encountered on future orders, I would recommend that the customer contact our customer care team as soon as the issue is noticed so we can notify our returns department to waive the $6.99 fee. The card-issuing bank should have the refund posted back to the customer’s account within 3-5 business days. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

Consumer

Response:

Purchased a Marcy Stack Gym and was given order confirmation stating it would arrive in "5-6 business days." After waiting 10 days we called the company and told it would arrive within 2 days. After waiting another 4 days we called company and were told it would arrive in 5 days. After waiting another 6 days we were told that order was never shipped and would receive a new order in 7 days. After waiting another 7 days we called the company again and were told it would arrive in 2 days. We cancelled the order as we had been waiting for 30 days and no longer believed the company would meet its commitments. We are still waiting on a refund to our credit card. We will never do business again with this company.

Review: I bought a pair of shoes in the Eastbay,But I found that the bottom of the shoe has an obvious depression in January 10, 2015,I asked Eastbay to request a refund, they asked me to return the shoes, but I have not in the American, international freight is too expensive, I can't return the shoes.

Email: [redacted]

ORDER NUMBER: [redacted]

Cr: [redacted]

Order Date: 12/01/2014

Methods of payment:visa

Order Subtotal: $74.99Desired Settlement: I hope I can get a full refund or compensation more,Because the shoe is clearly a problem in the product, I can't stand being cheated

Business

Response:

January 12, 2015

Review: Hi,

I would like some help dealing with Footlocker. I purchased a pair of sneakers online, received confirmation of my order and a message that my credit card would not be charged until my item was shipped. It turns out it has been charged and I have received no information whatsoever regarding the shipment of my order. I tried calling them and was put on hold for over an hour... when they finally answered the phone, they said it was an issue of payment confirmation and that my call would be transferred. Once they tried to do that, the call was terminated!! Called again several other times, and never got to speak with anyone. They have a horrible horrible customer service!!! I also tried to chat with a customer service representative online with no success. The same happened when I tried to track my order online! There is NO WAY to reach them. The worst about this all is that I my credit card has been charged already. That is really frustrating as the sneakers were a gift and needed for next week.Desired Settlement: This is all so frustrating that all I want now is to cancel that order and get a refund, since nothing has been shipped yet. Is there a chance you could assist with that?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me (given that I receive the product in the timeframe specified by Footlocker).

Thank you very much for your assistance in this matter.Regards,

Review: I placed an order online on 2/22/14 via footlocker.com. I opted for the 5-6 business days shipping and handling service. I called on 2/27/14 to check the status of the order and was told that it will be shipped out that afternoon. A couple hours later I received an email stating that it was shipped with a tracking number to UPS. On 3/4/14 I used the tracking number via UPS website and it stated that a shipping label was created but have not reached the facility. I called footlocker customer service and was given rude service and stated it was shipped and they do not know where the order is but I should receive it in a couple days. I tracked the order again on 3/5/14 and received the same message so I called footlocker customer service again. I was then told that my item was on back order but I was not notified. I was told they will refund my shipping charge but there was nothing else they could do. I feel neglected by footlocker and feel that they do not abide by their shipping dates when customers pay their money. These shoes was a birthday gift which has passed. I feel that footlocker does not care about their customer needs once they have received our money. Giving an estimate date for shipping and missing those dates by whole week is unacceptable and bad business. I will not order online from Footlocker again.Desired Settlement: $186.45 the total price of shoes not including shipping charge.

Business

Response:

March 10, 2014

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

Business

Response:

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

Consumer

Response:

Review: 1.) I ordered a pair of wrestling shoes size 9 and turned out really needed and 8.5 so sent back fro exchange.

2.) After sending them back the company informed me that the size 8.5 was out of stock and would be for several weeks. I have the email notices to show this.

3.) Thus I went and purchased the shoes locally and sent the company an email telling them to just process a refund b/c I could not wait weeks.

4.) They then sent an email saying the shoes had come in and were shipping.

5.) I emailed them again and called them to tell them to NOT ship the shoes, just process a refund. The person on the phone told me it was too late and the shoes were shipping but not to worry....just send them back and they would process full refund. ($111).

6.) The 8.5 shoes arrived and I sent them back. Eastbay only refunded the cost of the shoes - not the shipping. They were never supposed to ship the second pair anyway and now I am out cost of shipping - and lots of time on emails and on the phone.,

7.) I have sent follow-up emails explaining the situation but they ([redacted] in customer service) will not respond. Just bad customer service.Desired Settlement: They should refund the full amount 111.56.

Business

Response:

January 3, 2014

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

Business

Response:

September 11, 2013

Review: This is the letter I sent to Eastbay. They claim that they cannot investigate deliveries to freight forwarders. That Is nonsense. Once the package has been delivered they are released of responsibility but I think I atleast have a right to investigate if the package was actually delivered or not. Also, the UPS label they created for my package was missing a key piece of the shipping address. Maybe it was sent o the wrong department of the warehouse and someone stole it, but that has nothing do with me if the shipping address was processed incorrectly by their company.

Contacted customer service about lost package in January (1/19/2016). An investigation was opened and immediately closed because they claim they cannot investigate shipments going to "reshipment" companie; I don't know what a "reshipment company is.

So, I called today at 6:02pm 3/28/2016. I spoke with someone in prepaid and claims. I asked several times if there is a policy on freight forwarding companies, she did not answer.She say they cannot do anything because freight forwarding companies can basically claim they did not receive it. That does not make sense, I can understand that once the package reaches my entered shipping address it is no longer Eastbay's responsibility. but it would only be fair to investigate whether the package truly arrived or not. The rude lady also said that I entered my shipping address in wrongly.

ALSO, the UPS label that EASTBAY created was missing a key piece of the address, "Dept. 15739", as you can see it was entered in my shipping address at checkout. IT CANNOT BE WRONG IF THE ADDRESS IS MISSING A KEY PART.

That is not my fault if the shipping department left that out. I am willing to send you the email from UPS and my receipt from eastbay and Paypal.

I would really like a replacement package to be sent,if not a refund . If not I will be forced to open a PAYPAL DISPUTE or some form of action that will solve my problem.

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

Business

Response:

March 31, 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 Ms. [redacted]’s account. Her order was placed on our website and all billing/shipping information on the order downloaded directly into our order management system. We do not touch or modify any part of online orders and the shipping label prints exactly how the address was entered by the customer when the order was placed. When orders are paid with PayPal, as this order was, the billing and shipping addresses entered in the order are the addresses the customer has listed in their PayPal account. Both the billing address and shipping address for this order downloaded directly as: 1020 NW 1ST COURT DEPT 15739 HALLANDALE BEACH, FL 33009 When Ms. [redacted] contacted us about this order on 2/25/16, she stated that the shipping address was correct but the billing address should have been Periwinkle Street; however, as shown above, this was not the address that downloaded when her order was placed. There was no shipping/labeling error made at our warehouse as the address label prints directly from how the order was entered online. UPS confirms that this package was successfully delivered to the address entered for shipping and the package was signed for. The shipping address for this package is the location of X-Press It freight service; as our Claims Department has relayed to Ms. [redacted], we do not investigate packages shipped to 3rd party freight forwarders or reshipment companies. If she has not received this package, she will need to file a claim directly with X-Press It, with UPS, or file a dispute with PayPal to pursue a refund. No further investigation will be done by Eastbay regarding this matter. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

Review: Purchased an item from Eastbay. Returned it the day it arrived, same day shipping. They to this day say the item hasn't arrived to their store/warehouse. My PO Box informed me they received the product over a month ago. Customer service does not return any of my emails.

Worst online experience I've ever dealt with. I feel like they're trying to steal from me.

Cr: [redacted]

Order Number: [redacted]Desired Settlement: I just want my money back.

Business

Response:

December 12, 2013

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

Business

Response:

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

Business

Response:

Review: I recently purchased shoes from Eastbay. I was advised and their website clearly states that refunds are accepted. The shoes ordered fit fine in size but the width was too small. Clearly the shoe was not going to work in another size, so I returned them. Their website states under the return policy "Refunds and GiftCards will include product and tax amount only. If an incorrect item was shipped, or products were flawed or damaged in transit, prior to 90 days, we will also include the shipping charges in your refund. "Desired Settlement: I paid $66.84 (for the shoes) and was only credited $51.86. When calling to investigate why a difference of $14.98 was withheld, I was advised that I had to pay for original shipping (which I completely understand), plus a smart label fee of $6.99 (if exchanged would not be charged), AND my tax would not be returned. First of all, the shoe was too narrow and a change in size would not have made a difference and second, how on earth can I return a product and my original tax not be returned? That is a complete ripe off? Upon ANY return of anything, you always get the original price paid and your tax.

Business

Response:

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

Business

Response:

January 13, 2015

Review: I ordered a pair of shoes 4/19/14. We called 4/22 to check on the status of our order and was told that our order would ship out that day with 2-day shipping. On 4/24 I didn't receive a package. 4/25 I called again to check on the status of our order once again and was told it would ship out today 4/25. I decided to call back a few hours later and was told our order wouldn't ship out. We order a lot online and this was our first time using eastbay. The company gave us the run around all week about an order of shoes. The customer service is not professional with the amount of dishonesty towards us.Desired Settlement: I would like the shoes we ordered to be delivered. Don't lie to customers telling them it's being shipped out when you aren't shipping anything!!!!!!!!!

Business

Response:

April 29, 2014

Review: I purchased a product from Eastbay on February 29, 2016 which I have not received. I called Eastbay form February 29th everyday up to today 3/13/16. Each time I am being given inconsistent information, Th representatives were very rude, unprofessional and not willing to resolve the issue. I have requested my account be refunded immediately because when I received the notification from UPS on March 8, stated the package was delivered at 2:37 pm. I immediately called Eastbay to report the package was nowhere to be found when I arrived at home approximately 8:30 pm. The practices that Eastbay have in place is totally ridiculous. Who leaves a package at someone's door in broad daylight where anyone can see and have easy access to take it. It doesn't take a brain surgeon to realize that. This is totally unacceptable.

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

Business

Response:

March 15, 2016 Revdex.com of Wisconsin Attn: [redacted] 10019 W. Greenfield Avenue Milwaukee, WI 53214 RE: Complaint #[redacted] Dear [redacted], I received your correspondence and reviewed the information in Mr. [redacted]’s account. I’m very sorry that he had to wait so long to speak with our representatives when he called in. We are experiencing very high call volume and strive to answer all customer concerns as quickly as possible while still providing the level of service for their needs. When Mr. [redacted] contacted us on 3/8 regarding the package he stated he did not receive, customer care advised that, since the shipper confirmed the package was successfully delivered, a delivery investigation had to be completed before we would be able to service him with a refund or a new order. This is the same process we followed with Mr. [redacted] in September 2015 on his last order which the shipper also confirmed was delivered and Mr. [redacted] stated he did not receive. I responded to Mr. [redacted]’s Revdex.com complaint at that time and informed him that the investigation allows us to work with the shipper to determine the circumstances of delivery and make every attempt to locate the package. When his latest investigation is completed, Mr. [redacted] will be contacted with the results. If he has questions about the status of his complaint in the meantime, he is welcome to contact our Claims Department at ###-###-####, as they are handling his account. Thank you for your time. [redacted] Customer Care Supervisor Eastbay

Consumer

Response:

Review: Back in December of 2013, I ordered a sweatshirt from Footlocker.com (invoice #[redacted]) for my son. We received the wrong color and size sweatshirt. When we went to pick it up from the store, we told the sales associate that it was the wrong item. He informed us that we could not return it, so we called customer support. The representative that I spoke to assured me that I would not have to send the wrong item back, and that she would be sending us the correct item free of charge since it was their mistake. I made certain that she understood that I would not have to send the incorrect item back, and that I would receive the correct item free of charge. She assured me so. Weeks later, I received emails stating that the incorrect item needed to be return. I brushed it off as an error since the representative that I spoke to assured me that I did not have to send anything back. In April of 2014, I received a notice from Foot Locker stating that I would be sent to collections if I did not either pay for the unreturned item, or send it back. I told them that my son had already been wearing it, and I could no longer send it back. They told me that I would be sent to collections since I did not agree to send the item back or pay for it. The person that I spoke to told me that they had no record of the call when I told her to listen to the call (that I was told would be recorded before I spoke to the representative that sent the free sweatshirt) to verify what I was told. It is not fair to tell me that I would not have to pay for the incorrect item, then send me to collections for doing just that.Desired Settlement: I do not owe Footlocker any money, and my invoice (#[redacted]) should not be sent to [redacted].

Business

Response:

I had an urgent need for a lacrosse head and ordered one through the site. I paid an additional $25 for shipping and handling in order to get the product quicker. The order was placed at 9:20 AM - at a time when I could have placed similar orders at many other sites. They waited until 10:42 PM to cancel the order, thereby eliminating the possibility to re-order it elsewhere with the same priority. Their email telling me they had misrepresented their stock levels was offensive as well. I will never do business with this terrible outfit again.