Finally she confirmed "yes the return was received on the 5th". Provided the number and reminded them that *** tracking shows they received the shoes two weeks ago on the 5th. Their computer system should've had that on file. Rep asked me for the return shipping tracking number for the label that they provided. Waited on hold and talked to a rep who put me on hold a couple times. That's an excessive amount of time to rectify their packing and shipping error.Ĭalled customer service on June 19th. Assuming return shipping takes a week, it can take an entire month to see a refund. If and when the shoes ever make it back to the warehouse, according to their website, it can then take up to an additional 21 days to process a refund. ***'s New Balance needs to have a special/priority/faster procedure in place when they messed up an order. I'll be calling again tomorrow to follow up because they don't. I'm still waiting for a prepaid return label. So Joe's New Balance Outlet should be paying for the return shipping cost. They had messed up the packing and shipping at their end. Paying for return shipping may make sense if I had ordered improperly. Their website only provides information about return shipping at the customer's expense. I believe they think I'm going to ship the return at my expense. Days later, I'm still waiting for an email with a pre-paid return label. I sent an email back with pictures within a minute. This time they sent me an email right away which was requesting pictures. The rep said they'd send me an email with instructions. I then spoke to a rep and I requested a prepaid return label. They sent me the wrong pair of shoes (wrong model, size, ************* I called and waited 15 minutes on hold. I will never buy from them again and they should be shutdown selling defective items. All I want us free return to return these defective shoes they sent so I don't have to pay the expensive return fees. They need to offer free returns like all companies do and offer better customer service. I regret ever purchasing anything from this website. The customer service at this company is horrible. The rude representative stated they dont offer free returns and i had to pay to return my items myself. I honestly don't want a bigger size but I really liked the shoes but they were extremely too small. I then asked if I could get a return label to return them and reorder the shoes in a bigger size. I contacted customer service regarding exchanging my order for bigger sizes and was told very rudely they don't do exchanges. I ordered my normal size and even went up a size on 2 of the shoes and they still were extremely small and did not fit. When I received all shoes they were all extremely too small. I never bought anything from them but saw an advertisement for buy 3 pairs of shoes for $100 so I did. Not only did this company completely fail to honor their end of the bargain (on any level) but their extremely poor customer service ranks with the very worst I've ever experienced.I recently purchased 3 pairs of shoes from this company. Sadly I am the one who encouraged her to give Joe's a shot, as I had purchased decent shoes with them. They aimed to take a stab at how the shoe was kept in her closet (by the way, it sits alongside every other shoe) and other ridiculous statements. She wore the shoe a few times as we walked the in the park. We were given a litany of false reasons why this issue "may have arisen" in their opinion but the bottomline is nothing has been done wrong. We reached out to Joe's for a resolution - as they state they offer 100% customer satisfaction. My wife had a brand new NB running shoe's sole come apart after a few uses. VERY POOR CUSTOMER SERVICE - BUYER BEWARE!!!!
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