Eastbay

Review: I placed an online order back on August 10 to take advantage of a sale on Nike Romaleo 2s. The full price of this transaction was debited from my PayPal account on August 10. I was told tonight (weeks later) when I inquired on the status of my order, that there was an internal processing error and although Eastbay had my money and would credit it back, my order was never placed. This, to me, is outrageous for a number of reasons. For one, had I not thought to check my own bank account tonight, Eastbay would've kept $130 of my money without saying a word. That to me is unacceptable and when I pointed this out I was not even met with an apology. More importantly, it has been days since this was reported and not only did Eastbay not apologize or process my order - they have not credit my funds back to my account. And considering the shoes I successfully ordered weeks ago are now over $60 more than the original purchase price... I've been forced to waste hours of my time trying to get this resolved, it's still uncertain whether my funds will get credit back to my account (as shady as Eastbay has been acting so far, I wouldn't put it past them to try and keep my money once again)... and I'm forced to pay over $60 to purchase the same shoes I tried to purchase weeks ago from Eastbay.Desired Settlement: While I doubt I would still look back on this transaction and say I'm satisfied, my preferred resolution is to deliver the shoes I originally ordered at the original purchase price. I intended to give Eastbay the $130 - I just expected them to act like a real business and process my order, rather than just trying to keep my $130 and not selling me anything. I'd be happy to take my business elsewhere, assuming Eastbay ever decides to refund my $130, but that would still cost me over $60 more than my original order. At this point, I'd prefer to simply receive the shoes I ordered and not have to waste any more of my time dealing with such a sketchy business.

Business

Response:

September 1, 2015Revdex.comAttn: [redacted] RE: Complaint ID #[redacted] – [redacted]Dear [redacted],I received your correspondence and reviewed the information that Mr. [redacted] provided. His account shows that his online order did not download correctly into our system and was not transmitted to our warehouse. This is a rare occurrence, but I completely understand his frustration. The only reason he was even charged for the order is because PayPal requires us to collect funds immediately (versus credit/debit cards where payment is only taken when the order ships out). PayPal does regularly review their orders and reach out to us on orders like this, but unfortunately it can sometimes take up to a month for us to be made aware of the situation.Mr. [redacted]’ account shows that his PayPal account has been refunded in full for the order that was not placed in our system. We would be happy to honor the lower price on a reorder, and there are two ways we can achieve that. Mr. [redacted] can call in to place his order over the phone with a credit/debit card, which would allow us to adjust the price on the spot. (We could also upgrade his shipping at no cost.) If he would prefer to use PayPal, the order would have to be placed online and we would issue a refund for the difference back to his PayPal account after his order ships out. I have documented all information in his account (customer #[redacted]) so our customer service staff is aware, and we will assist Mr. [redacted] with the option that he chooses. I sincerely apologize for any inconvenience this situation caused to him, and we look forward to resolving it for him as soon as possible. Thank you,Lindsey [redacted]Eastbay

Review: I placed an on-line order thought Eastbay. The order consisted of one NFL jersey and a beanie cap. The order was place on 17 November 2013. On 22 November 2013 the package was being track as arriving in New Jersey, which is the port of US APO mail. I've since waited nearly a month since ordering these items for them to arrive and they have not. I've contacted Eastbay numerous times and all they keep saying is that I need to wait 6 full weeks from shipment date to file a report. My problem is that they website specifically calls for all APO packages to be delivered in 1-3 weeks. This is no one reference to any delays and investigations that need to be taken if shipment is lost. I have asked for my money back, so that I can re-order from another NFL supplier. Once again, there is nothing that Eastbay can do until 6 weeks from the ship date. I do not like that they post a time frame for delivery and then ask you to wait double if it doesn't show up. I want my money back and I don't want to deal with Eastbay again. Additionally, Eastbay charged me $9.98 shipping for these two items. I paid their fee, and still have nothing to show for it. The Eastbay order # is [redacted].Desired Settlement: I want a full refund shipping included. The total is $146.96

Business

Response:

December 16, 2013

Review: on 07/22/2014 I placed an order from eastbay .On 7/30/14 what I recivied was a partial oder, which consisited of a hat and tee-shirt, but not the foot wear ialso odered with the othe items, I immediately called eastbay and inf formed them that I have a partial oder and where was my foot wear,I spoke to a customer nrep who informed me that that item in my size they no longer carried, I then said your CO. has my email how come you could not in form me of this proir to shipping the othe items , no response,This customer rep then in formed me that they do have a size larger and would I like them , I said yes, The rep placed the order which was on 7/30/14.She then gave me a order number and said because of the nishap they will send it 1 day air and I should recivie my foot wear 0n 8/01/14 friday. well I did not recive the foot wear so I went to my online account to find out they never shipped the foot wear so I called east bay to ask what happen,That's when another Rep told me the foot wear I wanted would not be avilable for two weeks. I then said you have my email you should have informed me .had I not looked online I would have never known this. Asked to speak to a superviser was told to call back in an hour that their busy.I explined to the rep that I have an email form eastbay saying that I would recivie my footwear on fri 8/1/14 and it's a breach in contract because I was garunteed the delivery that they did not honor twice with no regard of the customer's right to know and make an alterunative choice.Desired Settlement: I feel I deserve some form of compensation for their beach in contract not once but twice.as the foot wear is an essential part of what I do whic know has to be put on hold. and cost me money daily. And they I feel where deceptive in their repensentation of the facts surrounding the avilabilty of their products. As e3astbay is no small Business.

Consumer

Response:

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

I ordered a pair of running shoes from the online catalog. I received a different pair of shoes (football cleats). After working with customer service a second shipment was sent to me, and the same football cleats came (instead of my running shoes). After another call to customer service, I decided to cancel my order. I was told my credit card would be refunded in 5-7 business days. I was also instructed that I would have to package the items up, print up the necessary packing slips and take the items to a UPS so they could be shipped back (talk about an inconvenience). After doing all this, I tracked the returned packages and see that they were successfully delivered. It's been 3 weeks since I asked for my refund, and 1 week since the items were delivered to Eastbay, and I still have not received my refund. The customer service people have been very friendly, but the entire process has been a frustrating as I never got the shoes I wanted, and I haven't been refunded my money.

I placed an order with Eastbay to only be told that my payment didn't pass the payment verification test. Several years ago my mother placed an order with Kids Footlocker and when she called to check on it she was told that she cancelled the order automatically flagging my address with fraudulent activity. When I called I was told that I could go make the payment at a Western Union before I could place an order. This is really a sorry customer service solution. Instead of trying to fix the problem their solution was to go to Western Union and pay for my items then they would ship it to me. Apparently this same company is used my Footlocker, Kids Footlocker, Champs and Eastbay. This is not a way to treat customers but the company seems to be okay with it because they are very polite when telling you that your money is no good with them unless you inconvenience yourself.

[redacted] has entered the session. [redacted] My Cr is: [redacted]. Order [redacted]. Why was I not notified of the retro shoes being cancelled? The reason I added the Nike Cap was to get me over the $75.00 so I can get free shipping. Now I see I get no shoes and have to pay $9.98 for shipping for a hat that I didnt really want. Not really happy right now. [redacted] Thank you for contacting Eastbay Customer Care! [redacted] It appears that the shoes were not cancelled until they reached our warehouse, which typically does not email customers [redacted] has exited the session.
You are no longer connected with Customer Service.
Never head a chance to respond or ask more questions about my order. They lack customer svc skills

Review: Hello,

I order a pair of shoes New Balance 1980 AD shoes. The package not only took forever to come but also you ship the wrong pair of shoes. The model shipped was the New Balance 1980AB.

I called East Bay yesterday and the representative have no clue about returns/refunds to Canada. In addition, I requested for you to send me a prepaid label or use your Purolator account to return the item and he had no idea what I was talking about.

I requested to have a new pair shipped right away, only for him to tell me I have to wait for the return process first. I requested if as a courtesy they will overnight the shoes and he said no.

The representative said that my only option was to re-purchased a second pair of shoes, in the correct model if I wanted the shoes right away.Desired Settlement: 1) I would like for East Bay to send me a prepaid lable as it was your mistake shipping the incorrect pair of shoes.

2) Refund for the second pair I got charged, which I got charge in USD and I have to phone my bank and see if the would adjust the refund to Canadian dollars.

3) Overnight the correct pair of shoes and not having to wait 2 weeks for it.

Business

Response:

August 25, 2015 [redacted] RE: Complaint ID #[redacted] – [redacted] Dear [redacted],I have received your correspondence and reviewed the information in Mr. [redacted]’s account. I am very sorry to hear of the inconvenience he experienced on his recent orderwith Eastbay.The original order in Mr. [redacted]’s account is for product #ML1980AB (color of burgundy/gray), not product #[redacted] (color of black/gray). The product numbers are very similar so this was likely due to human error on the part of the phone operator taking the order. Typically in this type of situation we would send a no-charge replacement order to the customer with upgraded shipping and send them a prepaid return label for the original item. Unfortunately these options are not available for international customers, including Canada, as we cannot expedite an order and our prepaid labels are only for use in the United States.Mr. [redacted]’s new order shipped on 8/21/15 and is on its way to him, and we will be happy to refund the shipping costs he incurs to return the original product back to our warehouse via regular ground shipping. I have documented this information in his account so our staff is aware that he is due a refund when he contacts us with those costs. When we receive the original order back, we will issue a full refund back to his credit card. Again, I sincerely apologize to Mr. [redacted] for this situation and he is welcome to contact us at ###-###-#### or www.eastbay.com if he has any further questions or concerns. Thank you,[redacted]Eastbay

Consumer

Response:

Review: Hi there,

I recently made two purchases from Eastbay.com and I paid in two different methods. For the first it was for a pair of shoes and a headband, I paid through paypal since I had some money in that account, second I paid through a credit card. When the first order was cancelled I called in to inquire and all I got was there was a refund issued but it will take a couple of days. I asked why they cancelled my order and they said because I used a different name for the billing address and then a different name was on the account. Which made no sense so I just waited a couple of days nothing. And paypal said "If Eastbay were to issue a refund we would see it." So clearly they didn't issue the refund. That was for $74.56. Then the second order I made was for a pair of shoes and I paid with a credit card. When I went to go see if they shipped it they said it was cancelled. But the thing was they took out the 116.42 off my credit card. They said I'd have to call my bank. I spoke with a manager and she was of no help told me to wait. I am done waiting I don't like being treated like this. I'm not out 200 bucks and I didn't get the shoes I wanted.Desired Settlement: I want the 116 back on my credit card and the $74.56 back on my Paypal.

Business

Response:

November 19, 2013

Review: I made an online purchase with Eastbay just before I moved to a new location. To make sure I received the shipment, I called Eastbay 4 times to ensure that the goods would be shipped to the correct address over a 1-week period. Each time I called Eastbay I received different interpretations of their internal policies, most of the employees did not understand the basics of Eastbay's own policies, and my calls were directed to individuals that barely spoke English. Overall, though, I was assured my package would be delivered to the correct address or held at the UPS location for pickup.

As it happens, the package was delivered to the wrong address.

I then called Eastbay again and, per its policy, my purchase was put through a 10-day delivery investigation. 10 days! I asked if I could simply have a refund but the customer representative insisted that the investigation take place.

The investigation resulted in a "confirmed" purchase and delivery, and they closed the investigation. They notified me of this decision via email. So, I called again to explain that the investigation incorrectly closed because the issue was not whether the shipment was delivered; rather that the shipment was delivered to the incorrect address. I asked for a refund but was told that the refund department could not issue a refund because, according to their records, the investigation was still open. I noted the email identifying the investigation as closed, but they stated that they could do nothing to help me, even though another department in their company CLOSED the investigation.

So, I called AGAIN to ask for a refund and was FINALLY put in touch with a person in their

In total, I wasted 2 weeks dealing with Eastbays convoluted and unintelligent customer service department. Eastbay's managment and processes for dealing with US customer service issues is at an industry worst. They should be embarrassed of their overall lack of customer service and their employees lack of knowledge pertaining to Eastbay's own purchase and shipping policies.

As it stands, I will never shop with them again and will spread the word so that others do not either. They should be ashamed of the way they treat their customers.

Sincerely,

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

Business

Response:

Review: I signed up for the companies loyalty program for a year and paid the dues. They recently cancelled my membership citing me not being a U.S. Resident because I had international orders that they accept. After providing proof of my US residence they refused to reinstate my membership citing I broke a term which involved a team sales violation in which I do not even have a team sales account.They then stated I shipped items internationally which only would be relevant if I used the membership (which is free shipping within the U.S.) in the order but I didn't. I paid for my international order in full shipping cost with no relation to the membership. They refuse to reinstate or refund my membership when I indeed have no violation of their membership. Nowhere on their terms and conditions does it forbid making orders internationally. If they were against international orders why offer them and charge for them? I paid all fees related to shipping.Desired Settlement: I wish to have my loyalty membership reinstated so that I may use it when I am in the US or refund the fee of the membership.

Business

Response:

February 27, 2015

I ordered 4 pair of socks and a Nike Zoom Victory Waffle 3 in order to use it for the plyometrics training during the last 3 months of my offseason.
I received 3 pair of socks, 1 t-shirt instead of the 4th pai of socks (it doesnt even have the same price) then the worst they sent me a different ugly pair of shoes than what I ordered.
So I called the customer service, they said send them back and we will exchange them!
So I paid to send them back from Canada! I waited 5 weeks! Still no updates!
I call : still nothing happening.
1 week later I went to chat with a customer service guy online : The answer : you just have to wait : we'll send you an e-mail.... and he quit the chat window while i'm still writing back an answer.
Overall : really disappointed with their customer services, the shipping efficiency.
The Worst : I'm still waiting since 2 months when I first ordered my shoes, and I got only 1 month off-season left....
Really disappointed with my first experience with this website that I heard a lot of positive about...

Review: The North Face Momentum Jacket - Men's

original price $98.99

Now: $69.99

I called EastBays Customer Service number Saturday, 11/8/14 around 9am EST

I was treated horrible by Jennifer operator #4312 calling me a liar saying the product (see details above)was NOT on sale when it was absolutely on there website for that sale price! I told her you cannot do that you have to uphold what price you are advertising. I was called a LIAR AGAIN and was told I probably tried ordering the item last week and I'm just now getting around to paying for it! I couldn't believe my ears or the level of ignorance I was being treated with. I told Jennifer I would snap a screen shot of the merchandise and send it to her if she really wanted it but that I find it unbelievable that she cannot find the same thing I am looking at. She then proceeded to say, How does she know its not an old photo I would be sending her!? Jennifer then spoke with her Supervisor Dave Operator#4757 who informed her to let me know all of their merchandise is subject to price change at any time with out reason. I asked to speak with the supervisor and was told that I am not allowed to! So I asked for Corporate info and was refused that information as well! I have NEVER been treated so poorly by a company in my LIFE! Especially when all I am trying to do is purchase something from them!!! I am beyond furious and think this whole thing is Ludacris!!Desired Settlement: At this point I don't even want to give Eastbay my business after the way I was treated! I would like a Full Apology from the Company and the Customer Service Reps as well as Supervisors to be retrained in how to manage a phone call and dealing with the general public. I want them to Honor the price they have the merchandise shown for. I want to talk with someone in their corporate office and let them know what is going on! It is not okay to call someone a Liar and to advertise prices and not uphold them!!!

Business

Response:

November 18, 2014

Review: Hello my name is [redacted]. I submitted an order on 12/16/2013 for Christmas. I went to the [redacted] location in [redacted] on 12/19 around 3pm to see if the shipment had arrived. The store associate stated they had not received them yet. On 12/21/13 I contacted customer care to get tracking details and was advised they were in fact delivered to the store on 12/19/2013 approximately 10 am.This was very inconvenient because they were there the first time I went to the store. In addition, when I picked the shoes up on the 21st and they opened the shipment bag, the actual shoe box was destroyed. I am upset that I had to present these shoes to my son.If he had not really wanted these shoes for Christmas I would have returned them. I sent an email to customer care stating what happened and suggested they send their merchandise in a shipment box to protect the item and its box. After all,Who wants to receive shoes as a present and it has no packaging. That is classless but that is how I gave my son his shoes. :(( I felt the response from the agent was unacceptable and rude. I feel the representative was being sarcastic and very nasty. It was uncalled forDesired Settlement: Requesting a $35 giftcard. I sent an email to customer care and the response was. Dear [redacted] I apologize about the damaged box. The purpose of the box is to keep the product from being damaged. We do not compensate for damaged boxes. We do not sell boxes and we do not have overstock of shoe boxes to send to customers who's box may have been dented, scratched, or "damaged."However,if the product was damage, we are more then happy to service you. Please contact the store for an extra box.

Business

Response:

Review: Cr: [redacted]

ORDER NUMBER: [redacted] - CANCELED

My order was canceled without justiicativa.

I've done other orders and all were approved, only [redacted] order was canceled without explanation.

Urgently need of explanation and a solution to rectify the situation.

I tried to resolve customer service without success.

grateful

[redacted]Desired Settlement: I would like to send my order and future orders.

I want to resolve this situation without friction.

grateful

Business

Response:

July 8, 2013