Nike - returning trainers under two year Nike Warranty

tgoldeneye

Does anybody have any experience or similar experience of

- bought pair of Air Max trainers in the last two years that turned out to be defective 
- Nike online customer assistance requested photos of the trainers to prove condition (light use, not gym/running etc) . Also requested proof of purchase (£115.00) and details of store/where trainers were purchased. 
- nike approved and requested the trainers were posted to them for inspection before issuing refund/online nike store voucher. 

- followed up with proof of postage straight away (trainers posted late January 2021)
- not heard from Nike via email again . Only when prompted via Nike’s online customer service chat (different person every week) I receive various update on progress and how this issue has been escalated. But ultimately ignored and constantly advised ‘we are processing this’ ... important note: I was advised in the very first customer service messaging that the process will take 2-3weeks. This process has last 2+ months now .

Hope people have advice or experience on dealing with this situation and/or Nike Returns.

thanks 

neilmcl

There is this thing going around at the moment, you may have noticed 😉

Also bear in mind that Nike shoes purchased directly from Nike tend to come from the EU, not sure if it's Germany or Italy, which would account for the delay.

David713

neilmcl said:

There is this thing going around at the moment, you may have noticed 😉

This "thing" has been going around for well over a year and to be honest, it's about time that businesses stopped using it as an excuse for everything from lack of delivery to poor communications.
If it was possible that Covid might cause a delay to the resolution of the OP's problem then Nike should have advised them at the outset rather than telling them that it would take "2-3 weeks".

IvanOpinion

David713 said:

If it was possible that Covid might cause a delay to the resolution of the OP's problem then Nike should have advised them at the outset rather than telling them that it would take "2-3 weeks".

Most companies do have a COVID statement on their web sites.  Often it is just a generic 'things may be delayed'

David713

IvanOpinion said:

David713 said:

If it was possible that Covid might cause a delay to the resolution of the OP's problem then Nike should have advised them at the outset rather than telling them that it would take "2-3 weeks".

Most companies do have a COVID statement on their web sites.  Often it is just a generic 'things may be delayed'

Which is fair enough but surely if they think that things may be delayed, they shouldn't be advising customers that:

 the process will take 2-3weeks

sheramber

the customer service agents on th phones can only tell you what they are told. probably from looking at a computer screen.
They will have no more knowledge than that.

IvanOpinion

David713 said:

IvanOpinion said:

David713 said:

If it was possible that Covid might cause a delay to the resolution of the OP's problem then Nike should have advised them at the outset rather than telling them that it would take "2-3 weeks".

Most companies do have a COVID statement on their web sites.  Often it is just a generic 'things may be delayed'

Which is fair enough but surely if they think that things may be delayed, they shouldn't be advising customers that:

 the process will take 2-3weeks

The 2-3 weeks is maybe their default pre-covid timescales.  Unfortunately due to the speed that this hit, the lack of firm timescales and the impracticalities involved , some scripts, texts, emails, letters may contain advice related to 'normal' times.  Just accept that things could take significantly longer than normal - you know it is good for your blood pressure.

Although I agree that 2 months is heading towards excessive.

Ali161592

tgoldeneye said:

Does anybody have any experience or similar experience of

- bought pair of Air Max trainers in the last two years that turned out to be defective 
- Nike online customer assistance requested photos of the trainers to prove condition (light use, not gym/running etc) . Also requested proof of purchase (£115.00) and details of store/where trainers were purchased. 
- nike approved and requested the trainers were posted to them for inspection before issuing refund/online nike store voucher. 

- followed up with proof of postage straight away (trainers posted late January 2021)
- not heard from Nike via email again . Only when prompted via Nike’s online customer service chat (different person every week) I receive various update on progress and how this issue has been escalated. But ultimately ignored and constantly advised ‘we are processing this’ ... important note: I was advised in the very first customer service messaging that the process will take 2-3weeks. This process has last 2+ months now .

Hope people have advice or experience on dealing with this situation and/or Nike Returns.

thanks 

i have exact same problem with this design of Nike and i belive they are well aware of the situation but they decided not to respond and do nothing for the low quality product they sale over price have you had any kind of reply

born_again

Ali161592 said:

tgoldeneye said:

Does anybody have any experience or similar experience of

- bought pair of Air Max trainers in the last two years that turned out to be defective 
- Nike online customer assistance requested photos of the trainers to prove condition (light use, not gym/running etc) . Also requested proof of purchase (£115.00) and details of store/where trainers were purchased. 
- nike approved and requested the trainers were posted to them for inspection before issuing refund/online nike store voucher. 

- followed up with proof of postage straight away (trainers posted late January 2021)
- not heard from Nike via email again . Only when prompted via Nike’s online customer service chat (different person every week) I receive various update on progress and how this issue has been escalated. But ultimately ignored and constantly advised ‘we are processing this’ ... important note: I was advised in the very first customer service messaging that the process will take 2-3weeks. This process has last 2+ months now .

Hope people have advice or experience on dealing with this situation and/or Nike Returns.

thanks 

i have exact same problem with this design of Nike and i belive they are well aware of the situation but they decided not to respond and do nothing for the low quality product they sale over price have you had any kind of reply

OP made one post over 3 years ago & has never been seen since?

pallyman

This is a old thread & op does not seem to have been active since.