Nike's Complaints Policy and Procedure

Mouse-Mouse

[FONT=&quot]I had an unpleasant incident in the Nike store when the store manager refused to accept my return (which was his mistake) and was verbally abusive; he kept twisting my words and raising his voice. [/FONT]

[FONT=&quot]I complained to the head office who just forwarded my complaint to the store. Essentially my complaint was handled by the store manager’s facebook buddy who was less than helpful. Disappointed with this process and my wasted time I requested their full complaints policy and procedure but was told that it does not exist – “there is no formal complaints department for Nike and all complaints are dealt with by Store manager”.[/FONT]

[FONT=&quot]Does anyone know if a company (let alone a world brand!) can operate in the UK without a complaints policy? [/FONT]
[FONT=&quot]What should be my move now?[/FONT]

Stevie_Palimo

What are you seeking to return and why ?

Each Company can implement there own complaints procedure and they change from one to another quite drastically.

Mouse-Mouse

Stevie_Palimo wrote: »

What are you seeking to return and why ?

It's not so much about the return at this point but the abusive store manager.

I tried to return some trainers (within 28 days, bad fit) that scanned with a wrong barcode and therefore were not on the receipt - it turned out later that when I bought them the cashier scanned the barcode on boxes which was different to barcodes on trainers. The other manager made it sound like a common practice making this even more of an insult.

neilmcl

So what was the "abuse", other than the manager accusing you for trying to pass off a different pair of trainers as the ones you bought.

Mouse-Mouse

neilmcl wrote: »

So what was the "abuse", other than the manager accusing you for trying to pass off a different pair of trainers as the ones you bought.

Not sure how this is relevant to my question but this is not what happened - I spent 20 mins explaining myself, the receipts, the lack of boxes (I asked if they were okay to bin when buying!) and explained that a mistake was made when I bought them. I also pointed out that he should be concerned about the barcode mess-up as a store manager but he said he "did not care".
I am not used to be shouted at by cashiers so yes, I consider that abusive.

naedanger

Mouse-Mouse wrote: »

Does anyone know if a company (let alone a world brand!) can operate in the UK without a complaints policy?

As far as I am aware a retail store selling shoes does not need to have a complaints policy.

I suggest you read the following:

http://www.moneysavingexpert.com/shopping/how-to-complain

This explains what you should do, but ultimately if a store refuses to provide what you believe is your legal right then you may need to take legal action against the store. (If you paid over £100 on a credit card then you have another option which the above article explains.)

Forwandert

If you purchased the trainers in a box and disposed of the boxes before returning the item due to wrong size they would have been in their rights not to refund. Scanning boxes in pretty standard for most retail items there aren't many that get opened to scan the item in the box so it would have caused a few issues in the store.

Mouse-Mouse

Forwandert wrote: »

If you purchased the trainers in a box and disposed of the boxes before returning the item due to wrong size they would have been in their rights not to refund.

It was a factory store sale - shoe boxes did not have lids and some of them were torn. I did ask if I would have a problem returning them without boxes to which the cashier assured me I would not so I left the boxes at the store.

Chucky1234

By barcodes on trainers do you mean they came with a label on? If so, did you keep the label on? Or was it just a sticker?

You have to consider Nike's reason for rejecting the return; customer brings shoes with no proof of purchase and tries to exchange them. You could've stolen them for all they know. I'm not suggesting you have, just telling you a possible reason for them not accepting the return.

In the Nike factory clearance store by me, its very common for people to put more expensive shoes in cheaper boxes in order to get them at a cheaper price; what was the price difference between the shoes you received vs the price you paid?

Neri

Nike.com is totally ou of control; no email address for complaint about undelivered stuff, no manager available to take call, no live chat. This is unseen in UK. They seem to get away with anything here in UK. Any advise?:(

BorisThomson

This thread is from 2016. Please start a new thread.

(And the Nike UK site lists a telephone number and live chat option.)