Complaints

• Initial Complaint

  08/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 17 August I made an online purchase of USD189.76 on runningwarehouse.com. Despite that the company has successfully pre-authorized charged my credit card, the company wrote back and insisted that I have to write and confirm that amount charged. As the transaction could be made at the merchant's specified amount, the credit card is legitimate. The merchant has charged my credit card without shipping products at the same time, I have no choice but to put forward a formal complaint against the merchant.

  Business response

  08/23/2024

  Hello,
  
  We contacted the international customer over email to complete an authorization process to confirm he was the credit card holder. We did not receive a response within several business days. Since the customer was unable to complete our security process, the order was canceled. His credit card was not charged for the purchase, and a small authorization charge, under $5, was refunded. We will continue to help the customer to place a new order as needed. A copy of the email correspondence is shown below:
  
  
  Hello,
  

  Thank you for contacting Running Warehouse. We apologize for any confusion regarding the status of your order.
  
  To ensure that the order was placed by the cardholder, a small authorization charge was issued to the provided credit card. Before your order can be processed, we require your confirmation of the exact amount of the authorization charge. Once we receive your response the order will be released for processing.
  
  If the correct amount is confirmed it will be deducted from the total of your order. If the amount of the charge is not confirmed, the order will be cancelled, and the authorization charge will be refunded.
  Please note, although the authorization charge was issued at the time that the original email was sent, the charge may not be posted by your bank for up to several hours.
  Please contact us with any more questions at 1-800-606-9598. We are happy to offer the best resolution!
  Sincerely,
  S*****
  Running Warehouse Customer Service

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of Altra Via Olympus shoes on 2.9.23 (order #7947679) from Running Warehouse. I paid an additional $16.60 for the Next Day Air option. I received the shoes with creases in them. I informed their customer service representative Natalie via email on 2.10.23, and I provided pictures of the shoes as well. I never wore the shoes period. Natalie said they would not know if someone had worn the shoes… the shoes showed otherwise. My complaint is that Running Warehouse did not give me my full refund of my 1st payment through AfterPay of $50.04. A chat agent stated today that they don’t refund shipping fees. and I can see in my bank app that I only have a pending refund for $33.44. I think this is wrong for them to keep the shipping fees irregardless of them offering free returns as well as paid returns. AfterPay pays the vendor upfront for the total purchase amount of the item(s) including the shipping fees. The customer is then billed in 4 installments of the total amount that is to be paid directly to AfterPay. I did not see any stipulation about Running Warehouse keeping shipping fees in black in white on their website prior to purchasing the shoes, or when inquiring to Natalie via email about the return label. If I had saw that or been properly informed, then I would not be disappointed now. I also know that I would have ordered elsewhere because that doesn’t make any sense. I believe that this is deceptive practice and I should have my $16.60 returned to me. After all, they clearly sent me shoes someone had worn and they didn’t give me a full refund for my trouble. I doubt that quality control checks are in place. This is unfair to customers that need their money that they paid.

  Business response

  03/01/2023

  To whom It may concern,

  Thank you for bringing this to our attention. Our records indicate that a full refund for the value of the shoe has been processed on February 28th, 2023. We are happy to additionally refund the initial shipping charges paid of $16.60. A refund order has been processed to the original payment method of Afterpay in the amount of $16.60. A copy of both refund orders can be found below. Please let us know if we can be of further assistance.

  Sincerely, 

  J******

  Running Warehouse

  -----------------------------------------------------------------------
  ** Order: 7983432                                     Date: 02/28/23 **
  --  Billing Address  --             --  Shipping Address  --
  T***** ********                          
              
  -----------------------------------------------------------------------
  Product Name                                      Order   Price   Total
  Dissatisfied Altra Shoe Return                       -1  169.95 -169.95
     Altra VIA Olympus Men Shoe Gray/Yellow 10.0 D
  
                                                      Sub Total = -169.95
                                                       Sales Tax = -13.60
                                                  Ship Via: Refund = 0.00
                                       Payment Method: Afterpay = -183.55
  -----------------------------------------------------------------------

  -----------------------------------------------------------------------
  ** Order: 7985979                                     Date: 03/01/23 **
  --  Billing Address  --             --  Shipping Address  --
  T***** ********                          
              
  -----------------------------------------------------------------------
  Product Name                                      Order   Price   Total
  Retroactive Refund                                    1  -16.60  -16.60
  
                                                       Sub Total = -16.60
                                                         Sales Tax = 0.00
                                                  Ship Via: Refund = 0.00
                                        Payment Method: Afterpay = -16.60
  -----------------------------------------------------------------------

  Customer response

  03/01/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 19514890, and find that this resolution is satisfactory to me.
  
  Regards,
  
  T***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩