Nike uk complaint

paulp583

I returned a pair of trainers to Nike for inspection as they had split. These were returned by recorded delivery, postage label all arranged by nike. This was back on 3rd March and they still havent contacted me by email or any other means. I have phoned once and used their chat 3 times, recorded every transcript of the conversation and every one ended the same, sorry for the delay I will endure this is escalated and dealt with, and they would email by the end of the week! Again today for the 3rd time I contacted through chat, explained the same thing again and requested that I be given either an email or postal address to lodge an official complaint as 4 months is beyond belief for such a size organisation. The have received the trainers as this was checked months ago with the original call. Still to hear and wanting to file a complaint but no way if contacting apart from the chat, which is obviously not having any affect so far.

paulp583

paulp583 said:

I returned a pair of trainers to Nike for inspection as they had split. These were returned by recorded delivery, postage label all arranged by nike. This was back on 3rd March and they still havent contacted me by email or any other means. I have phoned once and used their chat 3 times, recorded every transcript of the conversation and every one ended the same, sorry for the delay I will endure this is escalated and dealt with, and they would email by the end of the week! Again today for the 3rd time I contacted through chat, explained the same thing again and requested that I be given either an email or postal address to lodge an official complaint as 4 months is beyond belief for such a size organisation. The have received the trainers as this was checked months ago with the original call. Still to hear and wanting to file a complaint but no way if contacting apart from the chat, which is obviously not having any affect so far.

Was told today they are not allowed to give me any contact details and refused to let me raise this to a complaint, she said she will escalate it and email back, 4th time now I have been told this,  then I received a comment that her colleague dealing with it is sitting right next to her and she will email me, still to receive an email..... bit of a joke nike!
Had anyone else managed to officially complain to these?

DoaM

Have you tried their social media channels? (Facebook, Twitter etc.)

Or try the CEO Email website to search for other contact details so you can escalate. (No links allowed here to that website).

The_Rainmaker

Search for Nike Conference Edinburgh, that might help explain why they are running behind.  Patience.

ssparks2003

Whilst this has been annoying to you. It has been 3 months not 4 ( though to some it has felt longer)

marinade

Hi, did you get this resolved?

The exact same thing has happened to us. We ordered some trainers in March, which were due for delivery on June 2. No sign of them. My wife has phoned SIX times and each time is told that it's being escalated. One time the woman said she'd be on it all day if necessary and would call back later. She never called back. Last time the guy who answered remembered the case from a previous call! He promised it would be resolved in 5-7 days. Nothing. Every time they promise escalation and/or imminent resolution, and nothing happens. No trainers, no refund, absolutely no way of being passed to or contacting a superior. No apparent complaints procedure. Nothing, I've never known a customer service system like it.

Any other advice?

Pollycat

marinade said:

Hi, did you get this resolved?

The exact same thing has happened to us. We ordered some trainers in March, which were due for delivery on June 2. No sign of them. My wife has phoned SIX times and each time is told that it's being escalated. One time the woman said she'd be on it all day if necessary and would call back later. She never called back. Last time the guy who answered remembered the case from a previous call! He promised it would be resolved in 5-7 days. Nothing. Every time they promise escalation and/or imminent resolution, and nothing happens. No trainers, no refund, absolutely no way of being passed to or contacting a superior. No apparent complaints procedure. Nothing, I've never known a customer service system like it.

Any other advice?

It sounds (at least to me) different to the original post.

That was returned items going missing.

You have not received an order.

What is the order status showing as?

Do Nike have live chat?

Or email address?

 

waamo

Try a chargeback from your card provider.