ComplaintsforNike Inc

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/07/2022 I waited online and tried to purchase shoes from Nike. When trying to check out Nike had a systems glitch. I was unable to purchase the shoes. I called into Nike and spoke to a manager (****). She said she would get back to me and the only thing I received was that the error was fixed but the shoes are no longer able to be purchased. I would like Nike to make this right. I have been a long Nike fan and have a ton of Nike Shoes and other Nike Items.

  Business response

  02/10/2022

  Hi Sogol,
  Thank you for contacting Nike through the Better Business Bureau regarding your experience.
  We're sorry to hear about the frustration and confusion caused by your order attempt on the ***** app. Taking a look on our end, I can see that there is nothing in your account that would prevent you from placing an order or cause an error message to appear. In the future, before attempting to place a new order, we recommend removing any items in your shopping cart and any stored payments, and logging out of your order session. Clear the browser cookies and temporary Internet files (cookies and cache) on your web browser. Also, I can see that there were no order attempts linked to your email on 02/07/22, and because of that, we will be unable to further assist at this time.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/15/2022

  you should be able to search my

  email as well speak to **** that was supposed to send it up to management. Please call me at ************** if you are looking to actually resolve this.
  
  

   

   

  Complaint: 16748069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  02/21/2022

  Hi Sogol,
  Thank you for responding to our email.
  Again, I can see that there is nothing in your account that would prevent you from placing an order or cause an error message to appear. Also, I can see that there were no order attempts linked to your email on 02/07/22, and because of that, we will be unable to further assist at this time. In the future, before attempting to place a new order, we recommend removing any items in your shopping cart and any stored payments, and logging out of your order session. Clear the browser cookies and temporary Internet files (cookies and cache) on your web browser. Please note that Nike considers this matter closed.
  Sincerely,
  ******
  Nike

• Initial Complaint

  02/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  As of the past few years it has been a struggle for "regular" people to get widely popular Jordans or Dunks from Nike or the ***** app due to their inability to control the bots which allows resellers to charge crazy prices. I was finally able to order my black and white Dunks when they restocked on 2/2/22 and they were supposed to be delivered today, 2/8/22. I received an email on 2/5/22 stating that my order was shipped and there was a Lasership tracking number. On 2/7/22 the tracking still hadn't been updated and while on the phone with Nike; I get an email stating my order is packed and ready to go but hasn't been picked up by the carrier; however, Nike contradicted that by still insisting that the order had already left their warehouse. I searched the tracking through Lasership, but it was invalid, so I called and they confirmed. They also searched my last name and zip code, but they didn't have a record of a package in their system for me. Nike has no answers as to what happened and stated the package may have been sent through another carrier, but they have no tracking number. They suggested I watch the app for any delays and wait until 9pm today to see if it shows up. I highly doubt it will because it's a good chance the package was stolen by one of their warehouse employees since they probably have access to void and reissue tracking numbers or by someone at Lasership. Nobody can give me additional information as to what has happened or what is happening, which is extremely off. For Nike to a long standing "machine", they appear to have inadequate internal controls and an inefficient shipping process. The only option they offer is to refund me if I don't receive the shoes, but I absolutely would prefer my shoes. It is truly unfortunate they aren't better equipped to prevent issues like this especially when they know the "hype" surrounding releases and restocks.

  Business response

  02/09/2022

  Hi Kayla,
  Thank you for contacting Nike through the Better Business Bureau regarding your order.
  We're sorry to hear about the frustration and confusion caused by the delivery of your pair of Nike Dunk Low Retro Men's Shoes. Taking a look at our records, I can see that your order was delivered with tracking number 1LSCXM6N0853255 today on 02/09/22. Again, we apologize for the delay in the delivery of your order, but we are unable to further assist at this time.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/11/2022

  Good morning,
   
  If possible, I would like to rescind complaint         #********. After speaking with Nike last night with no resolve but informing them I did file a complaint, my order was somehow delivered this morning and the invalid tracking number suddenly has days of details. Please let me know if additional information is needed.
   
  Thank you.
  

  
  

• Initial Complaint

  02/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Nike is denying me refunds for two stolen/lost items. The orders were classified by Nike as delivered even though I never received the packages. One of the carriers they use is Lasership, who has been known to **** their packages as delivered but not actually delivering.I work from home and also have security cameras. These two packages were stamped as delivered on 2/4/22 at 11:36 AM. No packages were delivered at that time. I am seeking a total refund of $425.00 from Nike for two missing pairs for sneakers. The orders are:C00755523767 C00755532500

  Business response

  02/09/2022

  Hi *******,
  Thank you for contacting Nike through the Better Business Bureau regarding your orders.
  We're sorry to hear about the frustration and confusion caused by the delivery of your orders. Taking a look at our records, I can see that order C00755523767 with tracking number 1LSCXM6000NIE92 was marked as delivered on 02/03/22 and order C00755532500 with tracking number 1LSCXM6000NIONW was marked as delivered on 02/04/22. However, as a one time courtesy because you indicated you never received both orders, I have processed a refund for a total of $445 back to the original method of payment. Please allow 3-5 business days for your bank to process the return of funds. Also, going forward we are unable to provide any additional courtesy refunds for Nike.com orders on this account. We can no longer initiate any ********* investigations or provide any further courtesies for packages sent to you. In the future, we suggest that once you receive the tracking number for an order you contact the carrier and request they hold your package at a shipping hub. Once that request has been placed, the carrier will hold it for you to go personally pick up.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The total refund was $425.00 not $445.00.  $425.00 was the correct amount.

  Thank you for your help regarding this matter.  

  
  Sincerely,
  
  ******* Del *******

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I always buy Nike running shoes because I like the quality of their shoes. However, in March of 2021, I purchased 2 pairs of shoes that got holes in the material within 7 months of "regular" wear. I went to the Nike website and was glad to find: "We stand behind all of our shoes and gear... If your Nike shoes or apparel develop a material or workmanship fault within two years of the manufacture date, you can return your items." On Nov. 29, 2021, I called and began the claim process for the 2 pairs of shoes. On Nov. 30th, 2021, I received and email for the claims (claim #******** and #********). I followed these steps and shipped both pairs of shoes the same day (at my expense) so that Nike could evaluate the damage. My partner's shoes are Nike Women's Revolution 5 purchased Mar. 7, 2021 from Sport Chek for $87.99. Mine are Nike Women's Air *** 270 purchased Mar. 25, 2021 from Sport Chek for $180.00. On Dec. 16, 2021 I received this email re: both claims. "We have received your claim product and after a thorough inspection, we've determined the issue is a result of inside friction consistent with normal wear and tear. This is not a material or manufacturing fault per our returns guidelines, and we're unable to issue a replacement product." So I called them immediately. If the shoes had "normal wear and tear", then that would mean that the material is substandard if it did not last 2 years (their warranty is for 2 years). I was told to lodge an appeal, which I did. On Jan. 17, 2022, my claim was again denied. Either Nike stands behind its product or it doesn't. I would understand if I had run a marathon in the shoes or if I had worn them for almost 2 years and this had happened. However, when holes develop within 7 months of normal wear (see pictures of the soles) that should be covered under the warranty as the material is obviously substandard. The shoes are not cheap either. I expect Nike to stand behind their 2 year warranty.

  Business response

  02/17/2022

  Hi ******,
  Thank you for contacting Nike through the Better Business Bureau.
  We're sorry to hear about the frustration and confusion caused by your claims being denied. We are in agreement with our inspection team and can confirm the shoes do not have a material or workmanship flaw. You are assured that our inspection team takes great care in inspecting items submitted for a claim in order to ensure fairness. We know this conclusion is disappointing, but hope you understand we only provide compensation for items we believe have a manufacturing flaw and are not just flawed due to use.
  Thank you again for contacting Nike and we apologize for the inconvenience.
  Sincerely,
  ******
  Nike

  Customer response

  02/17/2022

   
  Complaint: 16729457
  
  I am rejecting this response because: these shoes have a warranty for 2 years (or so you claim).  With regular use, they should last 2 years or at least close to that amount of time. If the shoes do not even last 7 months with light wear then the  material used for the top of the shoe is faulty or substandard for a running shoe.  This is not just disappointing, this is unacceptable.  Do you stand behind the quality of your shoes or not?? If not, don't claim to have a 2 year warranty as this is false.  I have always worn Nike as your products were quality products.  It seems that this is no longer the case.  Please reconsider and uphold your 2 year warranty.

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a mom that has tried to purchase low top dunks for her son for the past year. On 10/2 at 10:00am I tried my luck again and was able to put size 9 black low top dunks in my cart and pay for them only to be redirected to a page that says Sold out. It happens every time. I understand there are limited quantities but mothers like me cant navigate the site fast enough to get a pair. Every release its the same thing. I have contacted their customer service for assistance on their ordering process and all they say is good luck. I think it should be fair for everyone regardless if you are fast and agile on the ordering or have better luck. I have contacted them and they offer no solution. If I had the shoes in my cart it should have allowed me to order them. They should remove that pair from the stock. It gives people false hope.

  Business response

  02/03/2022

  Hi Nataly,
  Thank you for contacting Nike through the Better Business Bureau regarding your experience.
  We're sorry to hear about the frustration and confusion caused when attempting to place orders on the ***** app. We appreciate you as a member of the Nike community, and your passion for sport.  Thank you for taking the time to provide us with your feedback.  We'll be providing it to the correct department and leadership teams.  If you have any further feedback to provide, I'd be more than happy to capture this feedback and share it with the appropriate leadership team.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/08/2022

   
  Complaint: 16703234
  
  I am rejecting this response because:
  Nike has not responded effectively to this complaint. No solution has been offered. The problem still persists while placing an order that has been in your cart and seconds later it becomes sold out. There should be a direct response to this issue not a generic response that we know will not change the way we feel about their launches. Some people will never get a chance at acquiring sneakers on the app without going through their stressful checkout process. Seeing the sneakers on ******* in masses/3x price an hour later is also disheartening,how do these people consistently get a chance at purchasing sneakers on your app for resale but regular customers cant seem to get a fair chance. If a sneaker is in a cart and it has allowed you to put your credit card the sneakers should not be sold or offered to another customer during your checkout process. 
  Sincerely,
  
  ***********************

  Business response

  02/15/2022

  Hi Nataly,
  Thank you for responding to our email.
  Over the years sneaker launches have presented different challenges, and we are constantly trying to innovate and enhance the launch experience.  The ***** app was born out the safety risks associated with brick and mortar launches, it also helped more people get access to the shoes.  A consequence of this innovation was the higher demand created when more people gained access to launch items, and a loss of the earning the shoes launch experience. 
  Our high heat products produce a conundrum we are continually striving to solve.  Our launch items are desired for many reasons, but the limited product runs are a contributing factor.  If we made enough shoes to meet demand then the shoes lose their uniqueness, and no longer provide the same reward when added to a collection.  
  Our Launch team is working hard to balance the launch experience.  We're now testing shock drops, reserve for you offerings, and making some launches being location based through the ***** app.  Using the app for location launches brings back some of the I earned it feel, but also risks alienating those who can't travel to a launch location.  
  Thank you for taking the time to provide us with your feedback and have a great day.
  Sincerely,
  ******
  Nike.com

  Customer response

  02/17/2022

   
  Complaint: 16703234
  
  I am rejecting this response because:
  My original complaint was regarding an issue during checkout. The response does not address issues during checkout. A customer has a shoe in cart and has made a payment however the shoe sells out during the processing of payment how it did to me. It happens to many people and this should not be. If the system allows you to check out the sneakers should be removed from the stock so that others dont buy the shoes you already have in your cart. 
  Sincerely,
  
  ***********************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,This is regarding order C00759142196 for the Nike trail Pegasus shoes. I added them to my cart on my Nike app and noticed that they were marked down 10% in my cart. I decided that was a good deal so I proceeded to purchase, however I purchased on my desktop as I prefer to make purchases via desktop. Its just easier for me. I made sure to login so I could get my discount and free shipping. I also had a 15% off code that I wasnt sure was expired or not. I tried to use it and it didnt work. I was fine with that, I placed the order and noticed in my confirmation email the 10% did not come off. I figured this had to have been because I used my desktop, as the promo was still reflecting in my cart on my app when I re added the shoes to my cart. I went into chat and spoke to ***** about the matter. She was very unhelpful. She didnt acknowledge the 15% coupon at all and she refused to give me a 10% price adjustment. I asked her if she can cancel the order so I can re order on my app with the 10%. She told me she requested cancellation however I never received a cancellation email. I was waiting for the officially cancellation prior to re ordering. The way that ***** was arguing with me over 10% was embarrassing as this is literally barely anything. I was almost embarrassed about even mentioning it, but I figured it wouldnt be a big deal especially as the promo was showing on my app. I will never use Nike.com again, I will continue to shop at Fleet Feet where the customer service is always pristine and I receive a trainer discount.

  Business response

  02/02/2022

  ***********,
  Thank you for contacting Nike through the Better Business Bureau regarding your order.
  We're sorry to hear about the frustration and confusion caused with your order for a pair of Nike Pegasus Trail 3 Women's Trail Running Shoes. I have gone in and applied the total of 25% off that you would have received on the order. Your original method of payment was refunded a total of $32.50.  Please allow 3-5 business days for your bank to process the return of funds. Also, please note that the 15% promo code you attempted to use, USCS15PW1CA7Z5V, expired on 09/03/2020 and is no longer able to be used.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/18/2021 I made a online purchase for over ***** dollars for Christmas gifts which I also used Klarna to pay for this purchase I reached out a week before Christmas to check the status of my packages they informed me to wait fast forward Christmas has passed and I did not receive any of my items they informed me that everything was delivered and they would investigate. I asked whom signed for the packages no response they informed me that they would email me which they never did On 01/12/2022 I received an email stating that they would not resend any of my items and that I would be responsible for items that I did not receive. This is Unacceptable for me to be held accountable for items that I did not receive. Always when I asked questions in regards to who signed for my packages they informed me to go ask neighbors if they saw my packages I stay in a big building complex so that would of been Impossible.My Klarna account is being affected by the unprofessional actions of footlocker

  Business response

  02/08/2022

  Hi *******,
  Thank you for contacting Nike through the Better Business Bureau regarding your order.
  We're sorry to hear about the frustration and confusion caused by the delivery of your order. Taking a look at our end, I can see that all shipments were delivered as intended between 12/20/21 and 12/24/21. We also contacted the carrier and they confirmed that all shipments were delivered as intended on the dates previously indicated. Because all 19 items from your order have been delivered, we are unable to process a refund for your order.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/08/2022

   
  Complaint: ********
  
  I am rejecting this response because:I never received an invoice with the signature of the person the packages were released to
  
  Sincerely,
  
  ***********************

  Business response

  02/15/2022

  Hi *******,
  Thank you for responding to our email.
  Because all shipments have been delivered, we will be unable to further assist with this order at this time. We suggest you contact the carriers directly and work with them.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/16/2022

   
  Complaint: ********
  
  I am rejecting this response because:I made a purchase directly with Nike no proof of signature was given 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For background, Nike releases limited edition sneakers through an app known as "*****" on a regular basis. In this instance, my account was selected for "Exclusive Access"an opportunity to purchase a specific pair of sneakers ********************* Bred") through the app before the official release/on-sale date (12/30/21). I purchased the sneakers and received them two days before the official release date (12/28/21). One of the sneakers I received contained a manufacturing defect, and while it did not render the shoes unwearable, is still unacceptable on a $170 pair of limited edition sneakers. I immediately contacted Nike to attempt to obtain a replacement, and was told this was not an option due to the sneakers being limitedmy only option was a return/refund. I explained that this was unacceptable, as the official release was still 2 days away and Nike would obviously have the stock to send a replacement pair, and asked to speak to a supervisor. I was instead given a case number, asked to provide a photo of the defect, and told my case will be escalated. After hearing noting, I contacted Nike on 1/13/22, and was again told a return/refund was my only option. The ***** app is well-known in the sneaker community as being highly susceptible to bots and other bad actors, and it is very difficult for a "regular" person to be able to purchase any given release. That I was afforded an opportunity to obtain these sneakers without having to navigate these challenges, only to have my options be to accept paying full price for a pair with a defect or miss out, is unacceptable. Nike had the option to stand behind its product, and had the stock to alleviate the issue, and chose not to. Extremely disappointing as a brand promotor and loyalist. I fully realize filing a BBB complaint of a pair of sneakers with a manufacturing defect is a bit of a heavy move, but I want this bad experience to get in front of the right people at Nike with hopes it drives future changes.

  Business response

  01/23/2022

  Hi *****,
  Thank you for contacting Nike through the Better Business Bureau about your order.
  We're sorry to hear about the frustration and confusion regarding your pair of ****************** High OG Shoes. We're going to search high and low to locate a replacement pair of them for you. If we are able to find one, we'll reach back out to you directly with a pre-paid shipping label to send the shoes you received to me at Nike WHQ in *********, ****** and I will swap them out and send you the replacement pair back.
  Thanks again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/17/2022

  
  Complaint: 16460960
  
  I am rejecting this response because:

  Id actually like to re-open the complaint. The factory-damaged item that Nike first claimed they didnt have stock to replace, and then promised to look high and low for in their complaint response, was just re-released AGAIN through their exclusive app (the initial purchase tied to my account blocks me from trying to simply buy another pair). Nobody at Nike has been in touch to try to resolve the issue between now and then. 

   

  This is absolutely infuriating and Id like to see the complaint through on principle. 

   

  Thank you,

  Chris 

  
  
  Sincerely,
  
  ***************************

  Business response

  02/28/2022

  Hi *****,
  Thank you for checking in with us regarding your order.
  We have successfully located a new pair of the AJ1 Patent Bred and are waiting for them to arrive at Nike WHQ to ensure that there are no defects with them. Once we have them and confirmed their quality, we will reach out directly to you with further insctructions.
  Thanks again and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  03/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to me, pending final outreach and receipt of replacement product per the companys response.
  
  Sincerely,
  
  ***************************

  Customer response

  05/05/2022

  
  Hi
  
  Sorry for my delayed response. This can actually be marked as resolved and satisfactory, the business followed through and took care of the situation. Very satisfied. 
  
  Chris 
  

  
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 26 I went into a Nike Store and made an online order something I have done for years!! Ive been calling Nike online to see where items are at just to found out they are waiting for a tracking number!! I called for 2 weeks and no tracking number! Today I get an email 1-10-2022 that my order was canceled and the products are not available. So I called Nike online to see how my return is being process! Ive spoken to 7 customer service reps and no one can tell me how Im getting my money back. Then when I ask for a supervisor they put me on hold then I have to start a conversation all over again with an Nike athlete rep!! I just want my money back and Nike doesnt have to worry about me shopping no more this was a bad experience! Then they have customers service reps that are no knowledgeable enough to help a customer

  Business response

  01/19/2022

  Hi *********,
  Thank you for contacting Nike through the Better Business Bureau regarding your order.
  We're sorry to hear about the frustration and confusion caused with your refund. Taking a look at our records, I can see that a member of our consumer services team was able to process your refund for $223.12 back to the original method of payment. Because you have been refund, we will be unable to further assist at this time.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is ****** *******. I placed an order on 11/26/2021 for NIKE Apple Watch SE 44 mm silver aluminum from NIKE app. The order number for the apple watch is **********. The price listed was $309 plus taxes. Please see the attached images. I placed another order for the same exact watch (NIKE Apple Watch SE 44 mm silver aluminum) on 11/29/2021 from Nike app.The order number for that is C00708645901. The price for that watch was $222.38 plus taxes. I called them to do the price match which their website clearly states they do. I talked to customer service supervisor named Ronaldo, he looked at the details and informed me that I would get a refund of the price difference amount in the form of a e-gift card via email in 24 hours. I never got the email and when I called back, I was informed that they cannot do the price match and previous supervisor gave incorrect information. Then I requested to return the watch with order number ********** with price $309. They informed that they cannot accept return either as it is outside the return window. I am very disappointed in their response and they even changed on what they said about the price match refund. I would like to either get the price match refund in the amount of $93.76 or I would like to return the watch.

  Business response

  01/12/2022

  Hi ******,
  Thank you for contacting Nike through the Better Business Bureau.
  We're sorry to hear about the frustration and confusion caused with your two orders for the Apple Watch Nike SE (GPS) with Nike Sport Band 44mm Silver Aluminum Case. We will process a price match for the original order and refund you the $93.76. We will reach out to you directly when that happens. Also, please note that because Nike is an authorized retailer of Apple products, we are required to follow their return and refund policies. That means that you have 14 days from original purchase date to request a refund or a return, compared to the Nike policy of 60 days from purchase date.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  Steven
  Nike

  Customer response

  01/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  However, it has been 5 calendar days and  I have not received the refund as yet. Nike hasn’t contacted me and I have not received any email related to this case either. I would like the complaint to be remain opened till I receive the refund.

  
  Sincerely,
  
  ****** *******

*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. ↩