Business Profile
Retail Sportswear
EastbayThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
CHECK YOUR BANK ACCOUNT!! On 11/9/2022, I purchased several items from Eastbay's online store. They were running a 50% discount using the code EASTBAY. The total amount of our order was about $220 dollars, but with the applied 50% discount, our order total was going to be $109. My first attempt at completing the transaction came back as an error. The next time I attempted the transaction it was successful with the displayed amount of $109. However, when we checked our bank account a few hours later, our bank was charged $218 for the order. When I called Eastbay, their customer service representative said that the transaction on their end did not correctly apply the discount even though it showed the 50% discount on my end when I finalized the order. She said they were not able to apply the discount electronically and refund our money, nor were they able to just cancel our order and refund our money. Instead, we have to wait 5-6 business days for our order to arrive, 5-6 business days for our order to be returned to them, and we have to wait another 3 -4 days for our bank account to be credited the $218 that was charged to us. I can't believe that a business can charge a customer double the amount that the ********************** checkout screen displays and NOT have any course of action to IMMEDIATELY correct the error that THEY made on their end. The customer service rep that I spoke with said that this sort of mistake happens all the time especially now that the holidays are coming. I feel like I've been scammed and this is something that they are okay with happening to their consumers. If we hadn't been watching our account, we never would have noticed that we were charged double what our order total was, and maybe that is the entire goal of their 50% discount scam. As a parent, I will never shop at Eastbay again. As a multi-sport coach in a high school setting, I will strongly discourage any of my athletes from shopping at Eastbay. I hope it was worth the extra $100 bucks!Initial Complaint
09/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased volleyball shoes to be delivered to home address and package was stating pick up as I have no transportation as eastbay rep ****** Employee supervisor C006054 11:16am eastern time and ***** C005512 11:34am states by package attempted to be delivered but **** states no information on attempted delivery even through informed mail delivery by **** . I have not received any shoes yetInitial Complaint
07/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Made a large order from eastbay. One pair of Mens Hoka Carbon X 2s in size 10 was missing, and instead there was a pair of womens Hokas size 8.5. Mistakes happen. I contacted eastbay right away via live chat and explained the situation. They said they couldnt replace the shoes because they were out of stock, and would only be able to refund me if I sent the pair of womens shoes back. I said that was fine, and asked for eastbay to send me a prepaid shipping label and schedule a pickup at my house. Eastbay refused and said that I would have to go to the closest *** store (~***** minutes from my house). I explained to eastbay that this was a major inconvenience, but that I would willing to do it if they compensated me for both my time and mileage. These are not shoes I ordered, or that I have any use for. They are worth significantly less than the shoes I did order and never received. Im now out my shoes, my money, and my time.Initial Complaint
07/12/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I placed an order on 7.11.22 for a product, the ****** Forum Low (Product #: FY7757), and utilized a promotion ongoing for 40% off, using code HUSTLE40.I received an order confirmation page and provided an order number, V1005966917, as well as a pending credt card charge for $64.95.As of 7.12.22 - I have not received an order confirmation email, I cannot review my order in my account and I chatted with a rep who says the order never went through. Now, if I attempt to re-order the same procuct, the discount code is not valid.This entire time, I still have a pending charge on my account. I would *** for Eastbay to complete my order as requested for the product, in a size **** for Men, for the amount of $64.95 as advertised and as I was charged.At a minimum, if I need to re-order, I will require a coupon code for at least 40% off, or more, or some form of a gift card for $40 or more, to cover the discount cost. This needs to be rectified as I have a confirmed order number & pending charge.Initial Complaint
07/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased a pair of **** cleats from Eastbay and when we received them my husband tried them on and realized they were too small. He tried them on for about 2 minutes. When we sent them back to Eastbay for an exchange to get a larger size we were sent back the shoes and told that they were in "worn condition" due to the bottoms being dirty. When I called to discuss this with Eastbay I was told that their returns team attempted to clean the shoes and they were unable to. However, with simply my finger, I was able to clean the shoes. (Picture from Eastbay returns and a picture after I wiped the shoes down with my finger are attached for reference.)Initial Complaint
05/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased some retro 7 flints august 18, 2021 for ****** plus tax totaling ****** Im a shoe collector so when the shoes arrived I tried one 1 shoes out the box which was a perfect fit and put them in the closet. Today 5/13/22 I decided I wanted to bring them out (if you know about shoe collecting, we wait a while before we **** out some new kicks especially Jordans) however o couldnt wear them because I received TWO RIGHT FOOTED SHOES I reach out to customer service and was basically told ole well figure it out because we cant help you. Im reaching out to the BBB to see if you can assist me with returning the shoes before I seek legal help. I feel although its pass the 90 day return **** this was a BIG MESS UP on EASTBAY behalf sending a customer shoes that cant be worn. I wouldve settled for a gift card in the amount I paid but at this point I wanted to be fully refunded and the shoes returned.Initial Complaint
05/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased two pairs of Mizuno Wave Inspire 17 shoes from Eastbay - Online. Upon receiving the shoes, I discovered that the left shoe on both pairs was defective; the interior instep was higher by ~ 5mm. Right shoe on both pairs were fine. I called, was told to take them to Champs or Footlocker for a refund. Both could not accept the return stating "our databases are not same", etc. Took two hours of my time to go the local mall - only to find the Eastbay representative lied to me. I called them once again, and ******** S stated that "she would send me mailing labels for both pairs, and that when they arrived, I would receive a full refund for both defective pairs". After their "warehouse" received both pairs, I was told once again by ******** S "you will receive your refund in 3-5 business days". This did not occur. I called again and was told "the warehouse department found no defect and is sending them back to you". I'm beyond frustration with Eastbay at this point having been lied to numerous times by their "representatives". I am seeking the full refund for both pairs in the amount of $152.06.Initial Complaint
04/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of shoes from Eastbay and they did not fit, I returned the shoes and they refused to accept the return because I had basically tried them on in my house and there was a speck of dust on the bottom of the shoe. I paid $160 for them and they are telling me tough luck, I just want my money back so I can buy something that will work for me. I have attached a picture of the soles of the shoe and I fail to see any dirt or wear.Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 03/22/2022 I was attempting to make a purchase and they said that the computers were down and that my debit card did not go though so I paid in cash for my purchase. Come to find out my debit card did go through and therefore I paid twice. I contacted the store and the manager said she would get back to me and never did. I called numerous times and on the final call I was told that she was still trying to get ahold of her manager to tell her how to proceed.Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Returned a shirt 1 week after purchase because it was too small. I purchased 2 in a larger size. They then sent the first shirt I purchased back to me and said it was worn. The shirt was never worn and the tags are still hanging off the sleeve. If I wore the shirt why would I purchase it in a larger size?
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Customer Complaints Summary
25 total complaints in the last 3 years.
2 complaints closed in the last 12 months.