1/5

posted Jan-26-2012

TERRIBLE EXPERIENCE, AVOID AT ALL COSTS !

I placed an order on the 14th Jan (I live in Australia), Later the same day I received an email requesting payment verification which I immediately responded to.

On 15th Jan acknowledgement of the verification was noted.

I did not hear anything else until the 20th Jan, When I received shipping confirmation. By now the processing time had exceeded the 1-3 day turn around time specified on the web site even AFTER payment verification was noted.

I immediately emailed customer service to query the shipping notification as the tracking # was listed as "RETURNS" & shipping method was "exception shipping". "Returns" is obviously not a valid USPS tracking number and the shipping method should of been listed as "International shipping" not "exceptions. In my email I clearly stated that I had concerns the parcel was labeled incorrectly and would not reach me.

On the 21st Jan a rep named "Ashley K" responded to my email to advise the parcel was sent out via USPS and should be received in 7 - 10 days, Although "Ashley K" was still unable to provide VALID USPS tracking info.

On the 26th Jan. I received an email from foot locker to advise "my customer return" was received and they were processing a credit for the purchase minus the shipping !?!?

So it appears when I initially queried the questionable tracking details and shipping method "Ashley K" never bothered to investigate the issue even when I (THE CUSTOMER) could clearly see potential problems with the order.

I AGAIN had to contact Foot Lockers "Customer Service" (I use that term lightly) and explain the situation.

A rep named "Amanda G" responded and advised a further credit of $58.77 would be raised (the shipping cost).
Although I am pleased the shipping credit has been raised, I am not out of pocket & I no longer have to deal with this incompetent retailer, I'm slightly bewildered that "Amanda G" tried to justify the processing delays blaming the payment verification although the delays occurred AFTER the verification was complete.

Further more she stated in her reply to me that the first rep "Ashley K" acted appropriately as they had "no reason to suspect issues with the order".

Even though it was so obviously clear to me that there was a problem with shipping of the order & I took the time to contact "customer service" in an attempt to resolve the then potential shipping issue.

So apparently being complacent and not investigating a customers concern thoroughly is "acting appropriately " if your employed at Foot Locker.

Add on the processing delays, an inability to send out a parcel then issuing a credit which falls $58.77 short of the invoiced amount and you can see why I will never use this online retailer again.

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