ComplaintsforNike Inc

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I've ordered the Nike Apple Watch SE 44mm (GPS+Cellular) through order ************, on November 30th, 2021. I bought it for my wife as a Christmas Gift during the cyber week deal on Nike website. After one week waiting and tracking the order, the UPS delivery employee rang my door bell on December, 8th, 2021,12:42pm, and I imediatelly picked up the UPS Box of his hands and electronically signed the delivery. Just few minutes after it, while opening the UPS Box at home (using a knife to cut the upper box tape), I could notice that my package was surprisingly violated and the Nike Apple Watch Original case box was opened. The Nike Apple watch itself and all the valuable package accessories such as cable, charger, etc. were removed from the Nike Apple Watch case box, and only the papers and case box itself. Checking the UPS box, it was easy to see that the lower box tape was removed and retaped prior to the final deliver, and that was probably the way that the items were accessed. As soon as I noticed that the watch and accessories were missing, I imediatelly contacted Nike through the chat, after several unsuccessful attempts on the phone (1-800-806-6453) to inform the occurred, filing a claim. Just after that, I filed an official UPS claim using UPS website, sending all photos and evidences required by them. I've been trying to get an answer from Nike and UPS since them, and since then I did not receive any other official feedback from my claim until today's response from Nike saying that they will not replace or refund the item. I am attaching all the evidences, including the box photos, items found inside the box, order evidences, Nike chat transcriptions, UPS claim, UPS tracking details and Nike response As you probably know, I am feeling completely harmed by all this situation, and I would like to ask BBB support to receive the purchased Nike Apple Watch as soon as possible. I just want to have this claim resolved in a proper way and get the watch to my wife.

  Business response

  12/15/2021

  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 Apple Watch Nike SE (GPS + Cellular) with Nike Sport Band 44mm Silver Aluminum Case. I have issued a refund for your order.  Your original method of payment was refunded a total of $XXX.XX.  Please allow 3-5 business days for your bank to process the return of funds.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  Steven
  Nike

  Customer response

  12/15/2021

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased cool Grey Nike Air 11 noticing it was the address I called. They asked me if I would like to cancel order because I couldn't and I said no because it's sold out. Another manager said wait for tracking number and then call carrier to change it. They canceled it anyways. Item sold out. I called and the lady said item was available and waited to much time instead of purchasing it and confirming it in the mean time let my item go. It was for my fiance for Christmas. I'm heart broken in tears. [C00718624534] is the order number. No discounts or apologies can make up for this.

  Business response

  12/15/2021

  Hi Manar,
  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 pair of Air ****** 11 Retro Men's Shoes. We're going to search high and low to locate a new pair of them for you. If we are able to locate a pair, we will reach out to you directly to confirm billing and shipping information.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  12/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Nike has created an unfair and extremely one sided playing field for the average H3235333334363630333*H to get popular sneakers. I work hard for my money and *********************** is my favorite, the ****** * and ****** ** shoes mainly. I am a member of Nike.com which allows you to enter in all your payment information ahead of time so that you can simply be ready for a sneaker drop and just put your size in and buy the sneaker (barring you get their early enough). This week I participated specifically in 2 sneaker drops (****** * Low red and ****** ** Cool Grey). The drops happen at 7am PST for me and I was there 20 minutes early for both drops. At 7am on the dot I clicked my size mens 9.5 and was prompted to enter the security code for my credit card which I did and then clicked buy. Both times after being directed to finalize my card info for the purchase, my order's were then set to pending and then I received a message for both saying "You didn't get them". I was there at 7am both days, asked my size and entered my payment info, clicked purchase as told, yet didn't get either of them. And now it's impossible for me to get these shoes because once they drop all the resellers in the market double them in price and I can't afford to buy them anymore. This has created an extremely unfair market for the average H3235333334363630333*H and it favors shoe re-sellers who are able to buy multiple pairs on the drop dates from Nike.com and others using different devices and bots. A $225 pair of ****** ** CG's that dropped today *2/** on Nike are now $400 to buy anywhere you look. I've never been able to get a Nike drop literally ever and it's very suspicious. They've created a market where the H3235333334363630333*H who just want's a pair of shoes for themselves can't buy them and the re-sellers can just take them all and profit immensely. I want Nike to resolve this by actually honoring the purchases that I made on their site and getting me the ** Cool Grey's in mens 9.5. I was there, I paid and I deserve what I bought.

  Business response

  12/14/2021

  Hi ****,
  Thank you for contacting Nike through the Better Business Bureau regarding your experience 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. Also, as no order for the Air ****** 11 Cool **** was not placed, we will be unable to provide a pair of them.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a shoe from Nike for my daughters birthday. I never received them. I have been calling Nike getting the run around. Getting misinformation. I received a message from the carrier saying that my package was delivered. I had not received it;Nike said that my package has not been delivered. Then I received a text from Nike saying my package was delivered. One manager said it wasnt due to arrive until the 26th . The delivery notification came on the 24th. I have cameras and the package was never delivered .My daughter is so upset about not getting her birthday gift. This is unexpectable

  Business response

  12/14/2021

  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 pair of **************** SE Big Kids' Shoes. Taking a look at our records, I can see that your package is with LSO Shipping. Due high volume and demand of the holiday season, your package may be delayed beyond the Estimated Delivery Date. Also, we can see that you were refunded the full $113.66 for your order back to the original method of payment, which was a **** card ending in ****. Because your order has been fully refunded, we are unable to further assist with your order at this time.
  Thank you again for contacting Nike and have a great day.
  Sincerely, 
  ******
  Nike

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a pair of Nike Adapt self lacing shoes as gift. I am disabled and wore them frequently bc it was easy with the self lacing. One day they stopped connecting to my phone and then stopped working manually. I sent several emails to Nike to get them repaired. Each email took very long for a response. I received repetitive emails on trying the same things over and over and nothing worked. Then they tell me since I don't hav the receipt that there's nothing they can do. These shoes were over $400 and I woulda thought they would last longer than they did. No one else makes these shoes and they are hard to get. I wasn't asking for money back or new shoes, I simply want my repaired. I have the box and all contents of the original packaging. I guess these shoes are not meant to be worn daily and that should have been disclosed on the box. I am very disappointed in Nike and just want my shoes working properly and for them to stand behind there product.

  Business response

  12/15/2021

  Hi *****,
  Thank you for contacting Nike through the Better Business Bureau.
  We're sorry to hear about the frustration and confusion due to your pair of Nike Adapt shoes not functioning properly. I have attached a pre-paid shipping label to this email for you to send your pair if shoes directly to me at Nike WHQ in Beaverton, Oregon. Once I receive them, I will inspect them and attempt to resolve the issue, and if I am unable to, I will search our availability for a replacement pair. If we are unfortunately unable to locate a new pair for you, I will process a refund in the for of a Nike Digital Gift Card for the price of the shoes that is currently in our system.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  12/15/2021

  
  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.
  
  Sincerely,
  
  ***** *****

  Business response

  01/12/2022

  Hi *****,
  Thanks for sending your shoes to me at Nike HQ so I can take a look at them.
  Unfortunately, we were unable troubleshoot and resolve the issue with your pair of Nike Adapt BBs. Because of that, we have processed a refund to a digital Nike Gift Card for $350. Please allow up for 24 hours to receive the gift card in a separate email.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  01/14/2022

  
  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. 
  
  Sincerely,
  
  ***** *****

  Customer response

  01/19/2022

  Nike has agreed to send a gift card via email within 24 hours and has not.  This was closed as soon as I agreed to the gift card and just like last time Nike has not responded since it was closed to hold up to their end and issue the gift card.  Please reopen this so I can get my gift card.  I have already sent my shoes for inspection which I assume was discarded.  They can send it to ***************** if necessary, thanks!

  Business response

  01/27/2022

  Hi *****,
  Thanks for responding to our email and our apologies for the delay.
  I have re-issued the digital Nike Gift Card for $350 to your email *****************. Please allow up for 24 hours to receive the gift card in a separate email.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  01/31/2022

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good evening, Me and my wife (her name on the receipt) bought a Nike Lebron 17 University basketball shoes for my son. Purchase was on 19th July 2020 During a practice game it got punctured in July 2021 (under a year) and wanted to raise a consumer complaint via chat - history attached. The chat operator was not helpful at all, saying I should go back to the retailer, who is not authorised (!) and file the complaint 1500 miles away. We emailed to Nike Assist as advised by the chat operator, but no reply received in the last 3 months. It's not acceptable that Nike sells a poor quality product (well known in the global basketball community that Nike's air bubbles tend to puncture) and not taking the responsibility for own product. We live in London, we will not fly back to Hungary just to try and get a refund. This should be resolved by Nike Inc! It's an expensive product - now unusable after using it under a year. Please find a solution and respond to me about the next steps – if a dealer is not authorised selling Nike's shoes, Nike is still responsible for its quality. Original scanned receipt and chat transcription is attached.

  Business response

  12/14/2021

  Hi *****,
  Thank you for contacting the Better Business Bureau regarding your shoes.
  Because we are located in the United States, we are unable to assist with your shoes. We recommend you contact the Nike UK team at *** *** ********** for further assistance.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  Steven
  Nike

  Customer response

  12/15/2021

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of Air Jordan 11s on 11/23 after receiving early access for $185. Tracking has not been updated since the carrier (Lasership) picked up my order on 11/24. After speaking with a customer service rep, I have an investigation open for the next 3-5 days and the only other option I had was to cancel the order & get a refund. I do not understand why Nike is unable to fulfill my order once the sneakers officially release on 12/11. The likelihood of successfully purchasing these sneakers on 12/11 are extremely slim. My order should be replaced since I technically already paid for my order.

  Business response

  12/14/2021

  Hi ******,
  Thank you for contacting Nike through the Better Business Bureau regarding your order.
  We're sorry to hear about the frustration and confusion due to the lack of delivery of your pair of Air Jordan 11 Retro Big Kids' 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 will reach out to you directly to confirm shipping and billing address.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  Steven
  Nike

  Customer response

  12/16/2021

  
  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 if they are able to find a replacement.

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

• Initial Complaint

  12/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 23 I made a online purchase on Nike.com for sneakers for my kids. A couple days later I received a email stating that my order has been received and they working on it. Then I received another email stating one of my orders is ready for shipping but never received any updates on the tracking number and all of a sudden I get a notification from Nike stating one of my product was delivered but I actually never received the item. Called Nike and they refunded me the money for those sneakers which I never wanted a refund I wanted the sneakers. On the other product I called Nike to speak to a supervisor and no one ever transfer me to one. All they did was refund me the money with no notice after they had my money for 2 weeks never let me know what happened to my items.

  Business response

  12/14/2021

  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 deliveries of your pairs of Air ****** 11 Retro Big Kids' Shoes and Air ****** 11 Retro 3/4 Baby/Toddler Shoes. Taking a look at our records I can see that both of your orders have already been previously refunded. Order C00701671094 was refunded for $185.63 on 12/6/21 and order C00701682871 was refunded $80 on 11/30/21. Because both of your orders have been previously refunded, we are unable to further assist with either of them.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  nike works with a shipping company called lasership and everytime they send a package through this company gets stolen by lasership. i called nike told them about it and told them to stop using lasership and they didnt listen and now they are telling me they wont refund me anymore when my packages are stolen and that i need to take it up with lasership but there is absolutely no way to contact or get in touch with lasership and nike is saying they wont refund my money but i told them before they sent the package stop using lasership and they didnt listen so they got robbed not me and they going to give me my money back

  Business response

  12/14/2021

  Hi *****,
  Thank you for contacting Nike through the Better Business Bureau regarding your order.
  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. Also, taking a look at our records, we can see that the tracking number 1LSCXM614699818 shows that it was delivered and signed for on 12/13/21. Because of that, we will be unable to further assist with this order.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Nike regarding a warranty claim on a pair of shoes. I was advised by the customer service team that although the shoes were just out of warranty that I should still send them in at my cost, as they will still honor the warranty. On 12/03/2021, I received a denied claim letter ********, with a phone number to contact Nike directly. I did so and was transferred to at least 5 different people and each time the representative would tell me they would get someone on the line to help rectify the issue and just transfer me. Finally, after multiple hours later on hold-it still hasn’t been resolved as why I have been forced to file this claim.

  Business response

  12/08/2021

  Hi *****,
  Thank you for contacting Nike through the Better Business Bureau.
  We're sorry to hear about the frustration and confusion caused with your Claim. While we are unable to re-initiate your claim or start a new one for the same shoe, I have attached a pre-paid shipping label to this email for you to send the shoes directly to me at Nike WHQ in Beaverton, Oregon so that I can conduct a courtesy second inspection. Please be sure to include a copy of the original receipt to ensure you are refunded the proper amount if that is the determined route.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  Steven
  Nike

  Customer response

  12/08/2021

   
  Complaint: ********
  
  I am rejecting this response because: Nike kept my shoes and never sent them back to me. 
  
  Sincerely,
  
  ***** ********

  Business response

  12/15/2021

  Hi *****,
  Thanks for responding to our email. Because yo do not have the shoes with you, I am going to send you a digital Nike Gift Card for $41.97, which is the last listed price in our system, to your email. Please allow up to 24 hours to receive the gift card.
  Thank you again and have a great day.
  Sincerely,
  Steven
  Nike

  Customer response

  12/15/2021

   
  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.
  
  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. ↩