Nike — Poor Customer Service

Address:

Mumbai Suburban, Maharashtra

Hi,

I seek your help in resolving a complaint that has left a very sour taste with Nike and its lack of customer service. I have been driven pillar to post without any resolution. I am detailing the case below and hope you take the necessary action and appropriate compensation.

•I had purchased shoes from Nike Showroom at Khar (Linking Road) in Mumbai on Nov 22nd, 2010 for Rs. 8900/-. Unfortunately the product has been defective as within a month the mesh in shoes came out.

•I had taken the shoes to the same showroom on 22nd December 2010 for a replacement. The sales person at the showroom informed me of his inability to take any action and requested me to come back on Friday 24th December 2010 to meet up with the showroom manager.

•On 24th December, the sales manager informed me of his lack of authority to remedy the situation and that the shoes would need to be sent to the Bangalore office for approval. I was further told that this would take an additional 3 – 4 days time. I was given a claim receipt (No. 20358) and asked to come back to collect the shoes on 28th Dec. The scanned receipt is attached to this email.

•On 2nd Jan, 2011 – a good 8 days after claim submission and with no intimation from the showroom, I went to the showroom to collect my shoes. The sales manager rudely informed me that 4 days were not over yet and that I would need to wait further. This despite the fact that the claim receipt contradicted his statement. I insisted that he find out from the Bangalore office on the approval. I was promised a call back by 3rd Jan; however this has not yet happened.

•On 4th Jan, 2011, I called the store on 4th January 2011 to check on the shoes status. The store person curtly hung up the phone by saying that the shoes have been dispatched from the Bangalore office along with the approval and he would let me know once the store received it. This till date has not been done

This rude, curt, delaying tactics and total lack of customer support is not expected from a global icon like Nike. I have always been a Nike customer but am considering moving my loyalty to another brand.

I hope you take appropriate action and ensure that the shoes are delivered to me at the earliest. Moreover, I feel justified in asking for compensation of Rs. 500/- for the expenses incurred in travelling to the store multiple times from my home (a distance of 15 kms), non-utilization of paid gym membership, apart from the mental and physical strain. I also recommend that you train your store people appropriately on customer handling.

Thanks.
Amit Sharma
Handphone[protected]
Linkedin Profile - http://in.linkedin.com/pub/amit-sharma/1/624/112

PS: Attached scanned copies of shoe receipt and claims receipt.