Foot Locker, Inc
Still waiting for my credit... 1 month later!

On December 23rd, I woke up at 5am PST to order the Retro Jordan 4s from your Foot Locker website, and I’m sure you are aware of the craziness one has to go through to get the shoes on a release day. The day before I had tried to get the 11s for an hour and was unsuccessful. I was happy when I was able to get through for these shoes, and I received the shoes on December 30th. When I received them, I had decided that I no longer wanted the shoes. On January 5th, I went to the Foot Locker website and started a Live Chat to make sure I could return the shoes to my local store rather then ship them back. I was told by the Live Chat employee that I could return the shoes to my local Foot Locker.

On January 7th, I went to my local Foot Locker to return the Jordans. I was told by the employee (Jonathan) that I could not return them at the store because they did not have the shoes in store. He said that he would send the shoes back to the shipping facility along with their other returns. The shipments for the 7th had already been picked up, and would be sent out the next day. He printed a shipping label and gave me the tracking information. He said it would take about a week for the shoes to arrive and another week for my credit to arrive. He also told me that once they receive the shoes, they would call me to see what I wanted done, i.E. An exchange or credit.

About a week and a half later, I had not received a call from Foot Locker regarding my credit. I checked the tracking information and saw that the shoes arrived on 1/15, were signed for and left at the dock (UPS: 1ZX056550392327895). I then started another Live Chat to see how long they expected it to take for a credit. I was told about 3-4 days once the package is received. I checked my PayPal account and did not see a credit. I assumed that because it was PayPal it may take a little longer.

On January 25th, I checked my PayPal account and was still not seeing a credit. So I decided to start another Live Chat and see what the status was. I was told by the employee that the credit was not processed and that they were speaking to a supervisor to get the credit processed ASAP. I was told they were processing the credit that day and it would take 3-4 days before I saw the credit.

On January 31st, I checked my PayPal account again, as I had been doing a couple days before. The credit was not on my account. I started another Live Chat, explained the situation and the employee told me that the shoes were not delivered to the correct location, and that they were not responsible for lost return packages (see screen shot attachment). I told the employee that they were responsible because one of their stores sent the shoes back. She also told me that I had been refunded at the store level and needed to contact the store directly. I then asked for a number for a supervisor because I was not getting anywhere. She told me that a supervisor was not available, and she would have them email me when they were available. I gave her my email and she also gave me a number for customer service. I disconnected the chat and called the number.

I spoke to a customer service rep (Ashley) and explained my situation and that it was going on a month and I still had not received a credit. She looked up my account and said for some reason the credit was delayed and that she would speak to her supervisor to get the credit processed ASAP. The supervisor called someone and could not find out the reason the credit was delayed but ensured Ashley to ensure me that I would have my credit in a couple days. I hung up with Ashley, and had expected that I would also receive an email of when I could speak with a supervisor, as promised by the Live Chat employee, which I did not. Today is February 3rd and I still have not received an email from the supervisor and I have not received my credit.

I hope you can understand that I am EXTREMLY frustrated with not receiving my credit. It will be a month this week since I returned the shoes. I do not feel that I should have to do all the footwork to get my credit. I returned the shoes to your store and was ensured that everything would be taken care of, which clearly it has not been.

I have opened a claim with PayPal and will escalate it when possible on 2/17. I will also be contacting the Better Business Bureau regarding this fiasco.

Company: Foot Locker, Inc
Country: USA

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