Sports Authority

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9, 2015
Case: XXXXXXXX
RE: [redacted]
TSA 140
XXXXXXXXXX
Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against www.SportsAuthority.com: a website that GSI...

Commerce Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mr. [redacted] order indicates a product off his order was canceled. A supervisor from our Senior Management Team has reached out to the customer. As a courtesy and not as an acknowledgment of any wrong doing we have issued a refund for the item as well as provided Mr. [redacted] with the product at no cost.
This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
Urvashi Purohit
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: TSACorp/Revdex.comTeam/Revdex.comLink/7/9/2015
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The product was finally delivered through a separate order they initiated after the original order I placed was cancelled by them. I also did receive a refund through a gift card. I am satisfied with the outcome, and I wish we didn't have to go through this. I will make my purchases directly in their stores going forward, as I found this experience with their website unnecessary difficult.

Initial Business Response /* (4000, 13, 2015/07/07) */
Below is the email that was sent customer with resolution.
At ICON Health & Fitness, our goal is to always provide quality products backed by excellent service. We apologize for the problems you have experienced, and appreciate your patience...

as we remedy the situation.


We have received your product resolution request. In order to proceed, we will need a few required items. Please submit the checked Items.
* Serial number
* Purchase Receipt

Required documentation can be emailed to [redacted]@iconfitness.com, [redacted]@iconfitness.com or sent by fax to (XXX) XXX-XXXX. Please be sure to include your name, product resolution number from the subject line of this email, and contact information. All required information must be submitted within ten business days, from the above date, to proceed with your Product Resolution before the request expires.

Once we receive the required information you will receive an email with your options for a resolution.

For your convenience, we have included some resources below to help you locate the necessary documentation:

Serial Number: The serial number for your product is located on the frame of your product. If you have trouble locating the serial number decal you can view the placement on the cover of your user's manual. If you do not have your user's manual you can download a copy at www.iconservice.com.

Receipt: If you no longer have your original receipt, try contacting the store where you purchased your product to see if they can provide you with a replacement copy. We have also included contact information for some of our major retailers.
* Sears Holdings-800.479.6351
* Sports Authority- 800.360.8721

We apologize for any inconvenience this may have caused and appreciate your patience and cooperation. If you have any questions, please contact the product resolution office at [redacted]@iconfitness.com or call between the hours of 8am - 5pm MST (XXX) XXX-XXXX.
Final Consumer Response /* (4200, 9, 2015/06/30) */
Sports Authority contacted me on 6-23-2015, telling me they won't do anything for me. Where do I go from here, my treadmill is still broke & a tech has been out 3 times since March of 2015 & has 2 come out a 4th time. I need ur help. [redacted]

Dear Sir or Madam:This letter is in response to complaint xxxx filed by [redacted] against www.SportsAuthority.com:  a website that [redacted] 
[redacted]), maintains and operates.            We apologize for...

the inconvenience this customer has experienced.  A review of [redacted] 
[redacted] order indicates he originally received a defective basketball system. [redacted] was told he may dispose of the defective basketball system and that we will issue a reship for a brand new one. A reship was issued for a brand new basketball system. [redacted] contacted us and stated he received a second charge on his account. A supervisor from our Senior Management Team reached out to [redacted] and informed he was not charged a second time. As a courtesy and not as an acknowledgment of any wrong doing [redacted] was issued a $25.00 online gift certificate.    This is not the standard experience we intend to deliver to our customers.  Thank you for your assistance in this matter and for helping us to expedite the resolution process.

Initial Business Response /* (1000, 6, 2015/07/13) */
July 13, 2015
Case: XXXXXXXX
RE: [redacted]
[redacted]
XXXXXXXXXX

Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted]
against www.SportsAuthority.com: a website...

that GSI Commerce Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mrs. [redacted]'s order shows this customer participated in our promotion for a guaranteed to get there by father's day product. As with all promotions, there are numerous stipulations that are reviewed prior to any promotion being honored. The order did not qualify for the following reasons:
All eligible items were marked with a "Guaranteed Delivery" icon.
Mrs. [redacted]'s order was original $159.99 however, she received 20% off which brought the final price to $127.99. As a courtesy customer was offered and accepted a credit of 30% off her order. The 30% appeasement took off $38.10 which brought Mrs. [redacted]'s order to $89.89. A supervisor from our Senior Management Team has reached out to the customer. As a courtesy and not as an acknowledgment of any wrong doing we will credit the customer for the item.
This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: TSACorp/Revdex.comTeam/Revdex.comLink/7/13/15/VE

Initial Business Response /[redacted]/
It appears that when the credits were completed, it was for the specific item amount, taxes were not included. We had them provide the total amount of $196.62 in Gift Card form overnighted - this was an oversight on the Gift Card team, as well...

as when the request was put in, as it was a different type of request that didn't calculate taxes. He should be getting a Gift Card for the Tax amount very soon.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Still have not received. Supposedly sent next day delivery on May 15th. Today is May 29th and still have not received
Final Business Response /[redacted]/
The customer was refunded the tax amount on a Gift Card for the amount of $196.62, he received it 5/15 and has already been used by customer on a online order.
Resolved on our side.
Final Consumer Response /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)

Case: [redacted]          RE:  [redacted]           [redacted]             Dear Sir or Madam: ...

            This letter is in response to complaint [redacted] filed by [redacted] against www.SportsAuthority.com:  a website that [redacted]), maintains and operates.                        We apologize for the inconvenience this customer has experienced.  A review of Mr. [redacted] inquiry indicates he wanted to have the Ka-Bar BK9 Becker Combat Bowie Knife priced matched to [redacted].com. Mr. [redacted] was informed we do not match to purchasing clubs like [redacted], or [redacted], clearance or discount sites like [redacted].com or marketplace sites like [redacted] or [redacted]. We only match Direct competitors, sports stores like [redacted] or [redacted]. However, as a courtesy and not as an acknowledgment of any wrong doing we have provided this customer with 25% off a future purchase.                         This is not the standard experience we intend to deliver to our customers.  Thank you for your assistance in this matter and for helping us to expedite the resolution process. Sincerely, [redacted] Sr. Manager, CS Operations [redacted] Emailed to:  TSA Corp / Revdex.com Team / Revdex.com Link / V.E / 2.10.16 Tell us why here...

Hello, We contacted the customer regarding the treadmill. We offered 20% off a similar treadmill. The customer declined. I advised the customer to go to the store and find a treadmill she would like and we would work out a discount. I have left 2 voice mails and have not heard back from the customer. If the customer has found a treadmill she does have my direct extension. Thank you, Mercedes

[redacted]    [redacted]
          [redacted]
          [redacted]      Dear Sir or Madam:           ...

This letter is in response to complaint [redacted] filed by [redacted] against www.SportsAuthority.com:  a website that [redacted]), maintains and operates.                        We apologize for the inconvenience this customer has experienced.  A review of Mr. [redacted]’s order indicates it was original put on back order however; it was then eventually cancelled as we were unable to fulfill the inventory. Mr. [redacted] was informed his order was cancelled due to the fact we were unable to fulfill the inventory. Mr. [redacted] spoke with a supervisor who offered to place a new order for the same shoe, just different color. Mr. [redacted] placed a new order with a supervisor for an alternate color as well the order was price matched to the original price Mr. [redacted] paid. All aspects of assistance have been fulfilled and resolved.                        This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.Sincerely,[redacted]Sr. Manager, CS OperationsEnterprise OSEmailed to:  TSA Corp / Revdex.com Team / Revdex.com Link / V.E / 3.21.16

Case: [redacted]          RE:  [redacted]           TSA 140           4420225816     Dear Sir or Madam: ...

            This letter is in response to complaint [redacted] filed by [redacted] against www.SportsAuthority.com:  a website that [redacted], maintains and operates.                        We apologize for the inconvenience this customer has experienced. A review of Mr. [redacted] order indicates it was cancelled due to the customer being blocked for shopping online. Our orders go through the same review system as a number of other online merchants. Due to some anomaly with Mr. [redacted] orders placed through other merchants his information has been blocked unfortunately. He is more than welcome to shop at our land based stores. All aspects of assistance have been fulfilled and resolved.                         This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process. Sincerely, [redacted] Sr. Manager, CS Operations Enterprise OS Emailed to:  TSA Corp / Revdex.com Team / Revdex.com Link / V.E / 2.11.2016

Initial Business Response /* (1000, 14, 2015/11/11) */
Case: XXXXXXXX
RE: [redacted]
TSA 140
XXXXXXXXXX
Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against www.SportsAuthority.com: a website that GSI Commerce...

Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mr. [redacted] order indicates he paid for expedited shipping however, he did not receive his order on time. As a courtesy and not as an acknowledgment of any wrong doing we will credit the customer for the shipping charge.

This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process. All aspects of assistance have been fulfilled and resolved.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: TSA Corp/ Revdex.com Link/ Revdex.com Team / 9.29.15 / VE

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15, 2015
Case: XXXXXXXX
RE: [redacted]
TSA [redacted]
XXXXXXXXXX
Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against www.SportsAuthority.com: a website...

that GSI Commerce Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mrs. [redacted]'s order indicates her order was delayed and her order was refused for delivery. On 08/28/2015 we processed a full refund in the amount of $268.11. All aspects of assistance have been fulfilled and resolved.

This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: TSA Corp/ Revdex.com Team/ Revdex.com Link/ 9.15.2015/ VE
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response but your information is incorrect. The product was never refused because it was NEVER delivered. I cancelled the order after waiting over a month AND the only reason I received my money back is because my credit card company issued me a charge back.
I hope no other customer falls victim to your company. You have poor business practices.

Initial Business Response /* (1000, 5, 2015/09/02) */
We reached out to this customer about the advertisement and sent his feedback over to the marketing team and the district manager. The store was able to order the treadmill and have it shipped to his local store at the price that was advertised....


Initial Consumer Rebuttal /* (2000, 7, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/13) */
August 13, 2015
Case: XXXXXXXX
RE: [redacted]
[redacted]
XXXXXXXXXX
Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against...

www.SportsAuthority.com: a website that GSI Commerce Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mr. [redacted]'s order indicates Mr. [redacted] order 3 shirts in which two were shipped and delivered and once was cancelled due to being out of stock. A supervisor from our Senior Management Team has been in contact with the customer in order to get Mr. [redacted]'s issue resolved.


This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: [redacted]

Hi [redacted],the resolution will be to refund the gift card amount. I can't find the balance in gift card because they say they can't do anything. I put $50, I believe that's the amount

Initial Business Response /* (1000, 6, 2015/07/21) */
Hello,
We apologize for the confusion on our promotion for the $25.00 off. Our store manager reached out to the customer and sent him a gift card of $25 to be picked up at his closest store.
Thank you
Initial Consumer Rebuttal /*...

(2000, 8, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They called me and gave me a gift card equal to my loss. I am grateful that they listened to me and resolved the concern.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
August 24, 2015
Case: XXXXXXXX
RE: [redacted]
[redacted]
XXXXXXXXXX
Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against...

www.SportsAuthority.com: a website that GSI Commerce Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mr. [redacted] order indicates his order was cancelled due to the product he purchased being unavailable. A supervisor from our Senior Management Team will be in contact with the customer.

This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: TSA Corp/ Revdex.comTeam/ Revdex.comLink/ 8/24/15/ VE
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response because I really dont know what else to do. I filed the complaint because I wasnt happy with them lying about what they had in stock. Oh well, they lost a good customer.

Hello,I apologize you did not receive my message. Our on-line team has researched the issue and advised it was a inventory issue on the listing. The model is discontinued so we are unable to offer that model to you. I researched with our purchasing department a similar model ProForm 400i. I left a voicemail offering 20% off that model and did not receive a call back. I located one in store as well at the time I called you. If you would still like that model with 20% off please reach out to me and I will search for the model at your local stores.Thank you

Initial Business Response /* (1000, 5, 2015/06/09) */
June 9, 2015
Case: XXXXXXXX
RE: [redacted]

Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against www.sportsauthority.com: a website that eBay Enterprise, Inc. maintains...

and operates.

We apologize for the inconvenience this customer has experienced. A thorough review of her orders has been conducted. This review indicates difficulty in placing orders as they subsequently are cancelled, delivered with issues, or not delivered at all.
We have advised the customer that the numerous difficulties with delivery and receipt of merchandise preclude any further online shopping. Any existing orders that she deems undelivered or delivered with issues should be addressed in a claim with the carrier as we are unable to provide any further credits.

This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: Corp/Revdex.comteam/TM/06.09.15
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not a she. Actually I am a he. As you notice there was never any mention of the poor and unprofessional service I received not only from the customer service level but the corporate level as well. Shows that they don't care about their customer. Not sure about the manufactured statement "numerous difficulties with delivery and receipt of merchandise". This is my very first order to sports authority as this was a purchase for a lady friend. Completely clueless about what their talking about
Final Business Response /* (4000, 11, 2015/07/01) */
July 1, 2015
Case: XXXXXXXX
RE: [redacted]
TSA 140
XXXXXXXXXX
Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against www.SportsAuthority.com: a website that GSI Commerce Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mrs. [redacted]'s order indicates her order was delivered on Monday, 05/11/2015 at 1:04 P.M however, [redacted] stated she did not receive her order. All aspects of assistance have been fulfilled and resolved. We are unable to process any credit for [redacted] due to the fact A thorough review of [redacted]'s orders have been conducted. This review indicates difficulty in placing orders as they subsequently are cancelled, delivered with issues, or not delivered at all.
This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: [redacted]
Final Consumer Response /* (4200, 17, 2015/07/08) */
A thorough review of [redacted]'s orders have been conducted. This review indicates difficulty in placing orders as they subsequently are cancelled, delivered with issues, or not delivered at all? This is the very first order I have ever placed with them. I have never placed a order prior to this. So what through review are they talking about? At this time I am also requesting information on this through review they are claiming to have done.

Initial Business Response /* (1000, 5, 2015/07/16) */
July 16, 2015
Case: XXXXXXXX
RE: [redacted]
TSA 140
XXXXXXXXXX

Dear Sir or Madam:
This letter is in response to complaint XXXXXXXX filed by [redacted] against www.SportsAuthority.com: a website that...

GSI Commerce Solutions, Inc. (now known as eBay Enterprises, Inc), maintains and operates.

We apologize for the inconvenience this customer has experienced. A review of Mrs. [redacted] order indicates UPS tracking shows order was delivered on Wednesday, 07/08/2015 however, customer states she did not receive her order. A supervisor from our Senior Management Team has reached out to the customer.

This is not the standard experience we intend to deliver to our customers. Thank you for your assistance in this matter and for helping us to expedite the resolution process.
Sincerely,
[redacted]
Sr. Manager, CS Operations
eBay Enterprise, Inc.
Emailed to: TSACorp/Revdex.comTeam/Revdex.comLink/7/16/15/VE