ComplaintsforWay of Wade

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pair of this companys **** All City 11 basketball shoes for my 15 year old son for Christmas. They appeared to fit well, however once he wore them to basketball practice he realized that the soles are extremely slippery. His coaches and other players commented on the fact that he kept slipping in these shoes. We tried cleaning the soles but it had no effect on their performance. I contacted the company and said they can only be returned if they are unused and still have the tags on. These shoes are marketed as basketball shoes yet are dangerous to play basketball in. I consider this to be inaccurate and unfair marketing on the part of this company and wish to be refunded our money. We had to spend another $160 on shoes that our son could safely play in.

  Business response

  01/10/2024

  On January 3rd, the customer contacted us to request a return. According to our refund policy, all returned shoes must be unworn, with tags, and in their original packaging in order for a refund to be initiated. 
  
  We were unable to confirm the condition of the outsoles of the customer's shoes, so we asked the customer to provide pictures of the outsoles and tags. If the customer provides the necessary pictures and meets our return requirements, we will provide a free label for the return. If the customer informs us that the shoes have been worn, we will proceed next steps based on the pictures provided by the customer.
  
  The customer did not respond to our request for pictures and instead initiated a complaint. In light of this, we proactively reached out to the customer via email, informing him that if the shoes do not meet our return requirements, we are unable to arrange a return for them.  However, we are willing to arrange a full refund or provide a $129 coupon for the customer to repurchase the shoes or consider other styles on our website, without the need for a return.
  
  Furthermore, we would like to inform him that this is the first feedback we have received regarding the **** All City 11 ********* being slippery. We have communicated this to the relevant department, and they will pay attention to this issue in future production.  In order to better address this issue, we asked the customer if they could provide corresponding pictures or videos of the problem. We needed to determine the current condition of the shoes in order to proceed.
  
  However, the customer did not provide a corresponding video. We recommend using the shoes for basketball training on clean indoor courts, as outdoor surfaces may diminish the traction of the shoes due to dust and debris.
  
  The customer replied that they were willing to accept a full refund, and we arranged for the full refund to be credited to the customer's original account. In conclusion, this complaint was a misunderstanding, and we have reached a successful resolution with the customer. We value customer feedback and our relationship with customers. The 100% satisfaction of our customers is our pursuit.
  
  Ultimately, our goal is to ensure that each customer is completely satisfied, as every customer's satisfaction is important to us. We are committed to producing the best products and providing the highest quality service, with the aim of delivering an excellent experience to our customers.

  Customer response

  01/16/2024

   
  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

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 1, 2023, I purchased a pair of sneakers from Way of Wade for $170. The shoes shipped on November 4 and arrived to me on November 10. Two of the shoelace holes on one of the shoes have broken with less than 30 days of wear.I sent Way of Wade customer service an email on December 10 with photos showing the damage and they offered me a $50 credit.....which would not nearly cover the cost of new sneakers since the Way of Wade ones are damaged and can't be worn.I've sent them several emails asking them to respectfully reconsider since these shoes clearly have a quality issue if they only last for less than 30 days and were $170. I've asked for a full refund or a replacement pair of shoes and I have not had any response.I'm extremely frustrated, as my son is on the high school basketball team and now has no shoes to wear. I would appreciate any help you could give. Thanks

  Business response

  12/21/2023

  We value our relationship with our customers immensely and are committed to ensuring 100% customer satisfaction. 
  
  On December 11, the customer contacted us to report damage to the **** 808 3 ***** "Chemical Reaction" size **** shoes purchased for his son. This was the first instance of such feedback for this particular model, and we took this matter very seriously. We have escalated the issue to the factory and urged them to address this in their future production. 
  
  In addition, in acknowledgment of the customer's frustration, we offered to replace the damaged shoes with a new pair of the **** 808 3 ***** "Chemical Reaction" in size ****. However, as we did not have this size in stock, we proposed to send a popular style, the **** 808 3 ***** ******** in size ****, to ensure the customer's continued usage. We also provided the customer with the option of a full refund if they did not wish to receive the replacement pair. Regrettably, the customer did not promptly check their email and missed our reply regarding the replacement shoes, leading to their complaint to the BBB. 
  
  Upon later acknowledging our email, the customer apologized for their ******************** complaint, stating it was due to their belief that his request had been overlooked. He expressed their disapproval of the replacement offer and instead opted for a full refund, which we promptly arranged. The customer has since received the refunded amount. 
  
  In conclusion, this complaint arose solely from the customer's oversight of our reply email, and we have successfully reached an agreement with the customer. Ultimately, our goal is to ensure the complete satisfaction of our customers. We strive to ensure that every customer is satisfied, as each customer's concern is a matter of great importance to us. We are committed to producing the best products and providing the highest quality of service, aiming to deliver an exceptional experience to our customers.

  Customer response

  12/21/2023

   
  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. Way of Wade was terrific and resolved my issue quickly and kindly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son just received his new 808 3 Ultras on order #************. The shoes were fine upon receiving them, but after one session of playing (about an hour at open gym) the rubber on the sole started to fall off. The order was received on a Friday and the issues took place on the following Monday. He has since tried to continue to play in the shoes with faulty soles and they continue to degrade showing issues in manufacturing. Upon contacting the supplier they offered $50 on a purchase of a $160 pair of shoes that are now useless. We originally had asked to return the faulty shoes and exchange them for a new pair and they said no. We now have to go out and purchase another new pair of basketball shoes for the season as he can no longer play in these shoes. Attached is one of the faulty areas in the shoe.

  Business response

  10/09/2023

  Please refer to the screenshot named #************ Customer Interactions. On September 9th, the customer contacted us regarding a rubber sole detachment issue. We sincerely value this matter and promptly respond to the customer's concern. We want to emphasize that this is the first time we have received such feedback, and we have immediately informed our factory about the issue and requested an improvement in their future production.
  
  As per our warranty policy, we offered the customer the option of either a $30 refund or a $40 coupon as compensation. On September 11th, the customer responded, inquiring about the possibility of returning the shoes and exchanging them for a new pair. However, based on our current return policy, we do not support exchange services, and our return and refund policy is applicable only to unused shoes. Therefore, we regretfully could not fulfill the customer's request for an exchange. Nonetheless, in our commitment to make up for the customer's unfavorable shopping experience, we upgraded the compensation package. After further negotiation, the customer agreed to a $50 refund. Consequently, we arranged for the $50 refund to be processed back to the customer's original account on September 13th. Please refer to the screenshot named #************ Refund Proof.
  
  However, on October 5th, the customer filed a complaint against us with the Better Business Bureau. We contacted the customer once again to ascertain if they were dissatisfied with the $50 refund compensation. If he is unsatisfied with our previous compensation, to compensate for the customer's negative shopping experience, we are willing to provide a full refund for the order.
  
  We strive to ensure that every customer is satisfied, as each customer's concern is a matter of great importance to us. We are committed to producing the best products and providing the highest quality of service, aiming to deliver an exceptional experience to our customers.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered shoes on 6/19, paid expedited shipping and received on 6/22. The sneakers are not accurate per the size chart listed and are one entire size too big. I emailed the company twice and created two tickets to exchange for smaller shoe but have had no response. If I try to log into my account it now states I do not have authorization to do so. I would like either a refund or a correct size

  Business response

  06/24/2023

  Dear Customer Service,

  Thanks for your email.

  We have received the ticket from the customer. Due to the holiday, we are sorry that the customer service staff were not available in these 2 days [June 22-June 23]. Therefore, we did not reply tp the customer in time.

  On June 24, we are back to work and we replied to the customer as soon as we received the customer's request. We have provided the customer with a reasonable solution and are currently waiting for the customer's reply. Please do not worry, we will do our best to help our customers solve their problems.

  Thanks for your support and understanding!

   

   

   

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of basketball shoes for my son from Way of Wade approximately 30 days ago for $270. He has 2 pairs of shoes that he rotates for practices and games. He has worn these shoes less than 5 times and they are already falling apart. I emailed Way of Wade to wage a complaint and was emailed in return with a completely ridiculous solution to our problem. I then attempted to call the number listed as the business line to speak to a manager or customer service representative and it is a cell phone number that cannot accept messages. I was then texted from that number and told to email the company.

  Business response

  12/09/2022

  Thanks for reaching out!

   

  Please know that we have soved this probelms for this customer. After we received the email from the customer, after negotiation, we have reshipped a new pair of shoes to him. Please confirm this in the screenshot.

   

  Thank you!

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product 12 days ago. Selected **** day shipping. Product has yet to be processed for shipping, 3 attempts to contact customer support with no response. Additionally called but they dont have an active number. Customer ticket portal is not functioning so cannot track status of tickets. No response on social media, messenger etc. product needs to be shipped for delivery on time as promised and a response to tickets

  Customer response

  11/02/2022

  Way of Wade

  10940 ***************************** #***

  ******** ****** 97225

   

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

   

  Business response

  12/08/2022

  Thanks for reaching out!

   

  For complaint #********, the customer has asked his relevant bank to close the chanrgeback. And he has received his package was delivered at the front door or porch at 10:32 am on November 8, 2022 in ********************************. Please see the screenshot.Therefore, we have resolved the customer's issue.

   

  Thanks for understanding!

*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. ↩