ComplaintsforNike Inc

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 24, 2021 there was a unauthorized charge to my bank account in the amount of ******. I contacted Nike and was advised that they knew it was a fraud charge and would immediately stop the item from being shipped. out. I called this business over 14 times inquiring on the status of my refund, was told the item had shipped out and to dispute it with my bank. I inquired on a shipping address, email confirmation and also a tracking number. All of which was refused for security purposes. I asked them so let me get this right, this order went out and it was know to be a fraud charge, saying it slipped thru the cracks. I was refused any information on this purchase. Which I did not make. They conceded that a mistake was made, this was confirmed by a telephone recording. I was able to get a prelimanary credit from my bank pending investigation, however after my bank sent the disputed , i got a charge back to my account. If indeed it was my purchase why cant i have the shipping details? I am on a fixed income and this has impacted me in a horrible way. please help

  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 experience. We understand you are reaching out in regard to an unauthorized charge. Unfortunately, our records show that the order linked to the information in your claim was successfully delivered making the order unrecoverable. We advise that you please file a dispute with your financial institution in order to have the matter resolved.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Nike Hoodie from a Bridal, House Warming, and Baby Shower all in one. I had over ******************************************************** then gift did not have their card with it. I went to the Nike store in *******, ** after calling an explaining my situation that there were 2 small holes in both armpits and I did not have receipt and I wanted to exchange and they said no problem. You may exchange or get merchandise credit because tags were still on it and I never did wear it. After getting there the supervisor denied my request and embarrassed me in front of other customer. Also, they were extremely rude to me and very condecending. Totally unprofessional! I would like the same item sent to me with a return label so I may send the defective one back. I called The Nike customer service number and spoke to a supervisor and even though I did not have an order number, she said she could mail a new one w/ a return label to send the defective in my name because she said these sort of things happen. one back. She was making an exception because I'm pregnant and I want a chance to wear it before I get bigger. I'm a ******* Police Officer and I was talking to her on my break. Before I had a chance to give my information name, address, etc. I got dispatched to an important run. She told me to call back (which I did tonight and they would. not honor it). All calls are recorded. I would like my product the way the first supervisor said it). mail me the new one so I know it is not defective along with a pre-paid label and I will send the defective one back. They said they could not that because I had no order number, but my husband had the same situation and they sent him out a new one with a pre-paid label just like my circumstance about 2 weeks ago. So, that means they can do it. Please contact me via phone at ************** so I may give the product info, size, color, style number, etc...

  Business response

  12/01/2021

  Hi ********,
  Thank you for contacting Nike through the Better Business Bureau.
  We're sorry to hear about the frustration and confusion due to trying to exchange your Nike apparel. We are unable to facilitate an exchange or refund without the original receipt from the purchase. However, I have attached a pre-paid shipping label for you to send the item directly to me at Nike WHQ in *********, ******. Once I receive the package, I will inspect the item and attempt to locate a new piece for you. If we are unable to find one for you, we will process a refund in the form of a digital Nike Gift Card sent to your email for the cost of the item.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order#: C00691338514 C00691335660 C00691335426 C00691335917 C00691360658 Address: ************************* twenty-one ********************************************************************************* **************** ********** Problem: All of these 5 orders have been lost. Theres no tracking information since November 22nd. Please help me get the refund for all the 5 orders. I have contacted the carrier and they suggested to contact the seller to file a package lost claim.

  Business response

  12/01/2021

  Hello,
  Thank you for contacting Nike through the Better Business Bureau regarding your orders.
  Per our email to you on 9/15/2020, we will not be able to provide you with any courtesy services. All requests will follow Nike's standard policies and procedures.
  All returns will need to be checked in, inspected, and refunded after processed by the team at our warehouse. The results of our warehouse inspections can no longer be overridden or reevaluated. You will be updated via email once returns are processed.
  I recommend future returns of multiple items or high value be taken to a retail Nike location. You can confirm the refunds issued with a local Nike athlete, and your refund will be issued quicker than when you ship the return to our warehouse.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  12/02/2021

   
  Complaint: 16190083
  
  I am rejecting this response because:Im a lawyer who is dealt with this issue on behalf of the customer. Please issue the refund asap as the customer never received the order which has been returned back to you. How can you stand up for it even though its your responsibility to deliver the order to the customer? Like you said if you dont wanna  serve this  customer,  you can just cancel the order without shipping it out. Now you received the money but never give the customer the package. Its not what a fair business like. ********************* is my email which I use to file a complaint on bbb not the customers. Im a lawyer also a Translator who has lots of customers shopping on Nike website. You Nike has received the money from the customer so you should take care what customer needs. Please do you job to contact your warehouse to process the refund immediately or we will pursue other legal options or keep in touch with bbb and other social media. Try to do something not excuse all the time. I believe you can do a good job if you try to!

  Sincerely,
  Shen Xiaolon

  Customer response

  12/08/2021

  No I am not the person who placed the order actually Im on translator who help the customer to deal with some issues with the other place down Nike

  Customer response

  12/10/2021

  I have included the Authorization letter from the customerto you please help me deal with this issue to the best of your ability.m

  Customer response

  01/21/2022

  order number:C00691338514 EMAL:**************** address:************************* twenty-one *************************************************************************** value:680usd Problem: The order has returned back to the sender with the original tracking number for a long time. But I STILL HAVEN'T GOT ANY REFUND. PLEASE PROCESS THE REFUND ASAP. CASE NUMBER:51720247.

  Business response

  02/01/2022

  Hi Shen,
  Thank you for contacting Nike through the Better Business Bureau regarding your order.
  Due to the activity across your multiple accounts we will be unable to offer courtesy services for order C00691338514. All assistance will remain within our standard Nike.com policies.
  Going forward we will be unable to provide any further courtesy refunds or reshipments for returns, missing items, or missing packages. Once returns are received at our warehouse processing generally takes 3-5 business days. All future returns will need to complete all the steps of the return process at the warehouse before a refund is issued. We will also be unable to override the results of our warehouse's inspection.
  Additionally, we can no longer initiate any ********* investigations or provide any further courtesies assistance for packages reported missing after the courier reports the shipment delivered. For further assistance you will need to contact ********* about your shipments status as Nike is unable to further assist.
  I recommend future returns of multiple items or high value be taken to a retail Nike location. You can confirm the refunds issued with a local Nike athlete, and your refund will be issued quicker than when you ship the return to our warehouse.
  Thank you and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  02/08/2022

  Complaint: ********
  
  I am rejecting this response because:
  PLEASE DO NOT GIVE ME A PERFUNCTORY ANSWER. YOU CAN CHECK THE ORIGINAL TRACKING NUMBER WHICH PROVIDED BY YOUR WEBSITE AND YOU WILL SEE THE PACKAGE HAS RETURNED BACK TO SENDER. WHY YOU RECEIVED THE PACKAGE AND DO NOT GIVE ME THE REFUND. YOUR WEBSITE IS A TOTAL SCAM. I WILL LET THE ***** KNOW DO NOT PURCHASE ANYTHING FROM YOUR WEBSITE. I WILL KEEP FILING A COMPLAINT WITH EVERY SOCIAL MEDIA TO PROTECT MY RIGHT. NIKE RECEIVED THE RETURN PACKAGE BUT NEVER GIVE THE CUSTOMER THE REFUND. NEVER TRUST THIS WEBSITE AGAIN.
  Sincerely,
  
  *************************

  Business response

  02/15/2022

  Hello,
  Thank you for responding to our email.
  Again, per our email to you on 9/15/2020, we will not be able to provide you with any courtesy services. All requests will follow Nike's standard policies and procedures.
  All returns will need to be checked in, inspected, and refunded after processed by the team at our warehouse. The results of our warehouse inspections can no longer be overridden or reevaluated. You will be updated via email once returns are processed.
  I recommend future returns of multiple items or high value be taken to a retail Nike location. You can confirm the refunds issued with a local Nike athlete, and your refund will be issued quicker than when you ship the return to our warehouse.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two pairs of Nike athletic shoes. The shipping address continues to default to an outdated address associated with an account that was created years ago. Therefore, I have not received the shoes. I spoke to a customer service representative who disconnected the phone on me in midsentence after I became frustrated in not being able to get the issue addressed and my money refunded immediately so that I can purchase shoes from another provider. Because this money was withheld from me, I was not able to purchase additional shoes at a Cyber Monday discount, causing me to lose money in the process based on the discount that I would have received. I would like also to be contacted personally by telephone about this matter.

  Business response

  12/01/2021

  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 with the delivery of you orders. I have issued a refund for your order C00707414393.  Your original method of payment was refunded a total of $155.84.  Please allow 3-5 business days for your bank to process the return of funds. Also, we suggest you log out of your Nike Member Account on Nike.com then clear your cache and cookies before logging back in and placing an ew order. Also, we suggest that when you go to place an order that you confirm that all billing and shipping information is accurate.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

• Initial Complaint

  11/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **** ******** ****** ********* **** ******** ******* ****** *** *** Saturday, November 27th, 2021 c/o V.I.P. Corporate Executive NIKE, INC. One Bowerman Drive Beaverton, Oregon 97005 ***** ******** & Fax: ***** ******** Regarding: Very Serious Complaint Dear Nike, Inc. Executive: Good Morning or Good Afternoon to You! How is your day today in sunny Beaverton, Oregon and/or wherever else You are in the World? My day is going fine, thank you, due to the Fact that my 90 year old mother who suffers from a Prolapsed Bladder, Heart Condition, Low Blood Circulation In Both Of Her Legs, Along With Arthritis In Both Of Her Knees Which Affects Her Mobility had bought me a Pair Of Your Nike Running Shoes Within The Last Year and Your Running Shoes At Least In This Case Were Not Made Properly To Wear, Period! I apologize, but I do Not Remember which store she bought them at and/or if she had bought them online since because of her current medical conditions, she does Not Remember Where She Had Purchased Them From. The material used to make these Particular Shoes was Obviously Of Very Poor Quality and it Definitely Shows Just By The Very Poor Experience That I Have Had In Wearing Them Whereby On The Right Shoe Portion At The Very Top Near The Middle Section Of The Shoe, I Feel A Very Sharp, Tight Pain Every Time I Stick My Foot In The Right Shoe And The Pain On My Right Foot On The Very Top Portion Near The Middle Of My Foot Kind Of Behind My Big Toe Is Excruciating! The Pain On The Top Portion Of My Right Foot Was So Sharp In Those Shoes That I Stopped Wearing Them! I know it is Not The Size Of The Shoes Which Is 8.5, But The Problem Seems To Reflect In How Much Space You Have In Your Shoe For My Foot To Move Around For The Top Portion Of It And Not The Length Of The Shoe, Whatsoever! I hope that I am Making Sense out of it because I have Never Worn A Shoe That Gave Me So Much Pain As Yours Did! Moving Right Along: Is This The Kind Of Garbage That Yo

  Business response

  12/01/2021

  Hi ******,
  Thank you for contacting Nike through the Better Business Bureau.
  We're sorry to hear about the frustration caused by your pair of Nike shoes. If your mother purchased the shoes from a Nike retail location or on the Nike website, we strongly encourage you returning the shoes back for further assistance.
  Our footwear is guaranteed to be free of manufacturing flaws two years from the date of manufacture. In cases where the retailer is unable to assist, we have a backup claims process that can. The claims process allows you to mail in the product for an inspection. If our Quality Service inspectors determine that your shoes are defective, we will replace them with a pair comparable in size, performance, and price.
  However, we value you as a member of the Nike community, ****** and would like to offer a one-time courtesy inspection from the images provided in your initial email.
  Per our terms and conditions for our claims, we source a replacement product based upon size, performance, and price. If we are unable to locate a replacement under those conditions, we provide a Nike gift card for the full suggested retail value of your product, $120 CAD. The gift card can be used at any of the below stores and does not expire. However, the gift card cannot be used online:
  Nike Factory Store Edmonton: Edmonton, AB
  Nike Factory Store Crossiron Mills: Rockyview, AB
  Nike Factory Store McArthurglen Vancouver: Richmond, BC 
  Nike Factory Store Tsawwassen Mills; Delta, BC
  Nike Factory Store Winnipeg; Winnipeg, MB
  Nike Factory Store Mississauga: Mississauga, ON
  Nike Factory Store Vaughan Mills: Vaughan, ON
  Nike Factory Store Cookstown: Cookstown, ON
  Nike Factory Store Niagara on the Lake: Niagara-on-the-Lake, ON
  Nike Factory Store Kanata: Ottawa, ON
  Nike Factory Store Kitchener: Kitchener, ON
  Nike Factory Store Niagara: Niagara Falls, ON
  Nike Factory Store Burloak: Oakville, ON
  Nike Factory Store Halton Hills: Halton Hills, ON
  Nike Factory Store Mirabel: Mirabel, QC
  Nike Factory Store St. Sauveur: St. Sauveur, QC
  Nike Factory Store March Central: St. Laurent, QC
  We have approved your product claim, but have not been able to find a comparable replacement product at this time. In order to avoid any further delays in a resolution for you, we will be providing you a Nike gift card rather than a product replacement. The gift card would be mailed via post. You could expect it to arrive within 2-4 weeks of processing once we receive your confirmation.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  Steven
  Nike

  Customer response

  12/01/2021

  
  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,
  
  ****** *****

   

  dear Steven,

   

  thank you.

   

  just a couple of questions?

   

  does the gift card have an expiry date?

  can the gift card be used in the usa stores as well or only in canadian stores?

  is there a Nike store at the Yorkdale Shopping Mall?

  do you still want ME to return the negligent shoes back to you and if so then can YOU please send ME a *** or ***** paid shipping label?

   

  thank you.

   

  sincerely yours,

   

   

  ****** **** *****

  customer

  on behalf of mrs. ****** *****, your customer

   

  /hps

• Initial Complaint

  11/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Nike, and it was shipped in 2 packages. I received both packages but one of the items was not in either of the packages I received. I contacted support through ******** and they mentioned there is a 3rd package arriving Nov 15. I mentioned there is only 2 tracking numbers, they assured me to wait as there is a 3rd one. I waited and received nothing on Nov 15, so I contacted them through chat this time and I was told there was no 3rd package and I should have all my items. I mentioned the missing item, so they started an investigation and I was told I will be contacted by email. I waited patiently just to receive this email after 10 days:Hi Karim,Warmest greetings. I hope this finds you well.I would just like to follow up with your order G10047115000. As promised, we followed this up with our higher support team and they mentioned that this has been delivered to your shipping address successfully. Please find attached file for proof of delivery provided by FedEx.Kindly let me know if you have received this package. In case you still haven't, please let us know by responding directly to this email so we can investigate further.Your patience is highly appreciated. Thank you for choosing Nike.If you have additional questions, please contact us.Thank you,******** Nike Service Clearly this is lazy customer service and not actually looking into the issue, but copying and pasting a generic response. I contacted them by chat AGAIN, and the agent said they can't help me and that I will just have to wait for the investigation team. At this point I waited enough, this order was made Nov 4 and 22 days later and I still haven't gotten that item and yet the money was taken from me.

  Business response

  12/01/2021

  Hi Karim,
  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 delivery of your order. Taking a look on our end, I can see that you did not receive the *************************** Printed Fleece Pullover Hoodie you ordered. Because of that, I have issued a refund for your order.  Your original method of payment was refunded a total of $75.87 CAD.  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,
  ******
  Nike

• Initial Complaint

  11/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 3rd, 2021, I received an email from NIKE stating they received my return of item CW4292?-?010. I requested a refund to my credit card and the email stated this would take 10 business days. To date, there is no credit. On November 6th, I contacted NIKE CHAT to be sure the return was processed and they told me on this date it would be another 10 days. On November 26, 2021 I contacted the 800 number and was informed the item has not received, despite the confirmation email received on November 3rd. Tracking information from *** is also provided.When I asked for a supervisor, I was unsuccessful. I waited on line over 30 minutes to try to resolve this today. Unfortunately, I was unsuccessful. I would like the credit to my **************** as soon as possible.

  Business response

  12/01/2021

  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 due to your refund. I have issued a refund for your order.  Your original method of payment was refunded a total of $104.38.  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,
  ******
  Nike

• Initial Complaint

  11/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 5th I was called over the phone told that I didn’t receievd the two shoes and they said will refund $177 so I excepted for refund. Then on May 8th I called and they are hang up on my call discrimination relay which FCC is allow to use relay service because I am deaf. order ************.

  Business response

  11/30/2021

  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 order. Taking a look on our end, I can see that the tracking numbers for your order, ****************** and ************, both show your order as delivered on 05/07/2021. Also, due to the age of the order, we are unable to work with the carriers to confirm the delivery of the order. Because of that, we will provide a one time courtesy and process the full refund of $177.51 back to the original method of payment. 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

  11/30/2021

  
  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

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 17th I started the process of returning faulty Nike Adapt BB shoes. The shoes were past the two year warranty. However, I was told via Nike that there would be an one time courtesy made allowing the return and the money would be sent to my original PayPal. Today I chatted with the company again and they denied my return due to the two year policy. When I brought up the fact that I was promised an exception they blew me off. I was then told to call them. I did. They sent me to another phone number who doesn’t deal with Nike.com. Then I was told to call back the original number. I did. And was told along the way from multiple representatives that I was lied to by the original representative and there was nothing that could be done to help me. No refund. No exchange. No exception to policy like I was promised. I saved all chat transcripts for future reference but that didn’t seem to matter. I paid $374.50. I have attempted to troubleshoot them for 6+ months. I just want my money back to purchase comparable working self tying shoes that help with my hand problems.

  Business response

  11/30/2021

  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 due to your return being denied. Attached to this email I have provided a pre-paid shipping label for you to send your pair of Nike Adapt Huarache Men's Shoe directly to me at Nike WHQ in Beaverton, Oregon. Once I receive them, I will process your refund for $374.50. Please note that due to the age of your order, your refund will need to be processed in the form of a physical Nike Gift Card that will be sent to *** * ***** ******  ********** **  *****.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  11/30/2021

  
  Complaint: ********
  
  I am rejecting this response because: Nike, after rejecting my prior return, shipped my shoes to the wrong return address. A claim has been submitted through UPS. However, due to this error I can’t send my shoes a second time. 
  

  Tracking ******************
  
  Sincerely,
  
  ****** ******

  Business response

  12/08/2021

  Hi ******,
  Thanks for responding to our email with that update.
  As a one time courtesy, I have processed the refund for your order for $374.50. Please note that due to the age of the order and because PayPal was the original method of payment, the refund is being processed in the form of a physical Nike Gift Card that is being mailed to:
  *** * ***** ****** ********** ** *****
  The gift card will be shipped FedEx 2-Day.
  Thank you again for contacting Nike and have a great day.
  Sincerely,
  ******
  Nike

  Customer response

  12/10/2021

  
  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

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased and won a sneaker off the nike app 10-30-21. Receive shipping info. However i never received the shoes. i called nike and a representative refunded me. i water another 2 weeks and called and found that the representative did the refund incorrectly. Now there refusing to put a supervisor on the phone and telling me i have to wait another few weeks for money. this is completely unprofessional and unacceptable.

  Business response

  11/30/2021

  Hi Vasshawn,
  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 not receiving your pair of ****************** Shoes. Taking a look at our records, I can see that a full refund of $190 was processed back to the original method of payment on 11/23/21. Also, we are going to search high and low for a replacement pair of them for you. If we are able to find one, 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

  Customer response

  12/01/2021

   
  Complaint: 16173930
  
  I am rejecting this response because: it isnt about the sneakers. Its about feeling like I was a value customer and the lack of empathy that was showed. I spend a lot of money on Nike so to be disregarded and not even able to speak to a manger cause I was told I could not than to have to talk to 4 people within a 2 hour window to be offered 10% after weeks of frustration and being let down.
  
  Sincerely,
  
  Vasshawn *****

*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. ↩