Review Time
Refused to process my refund after return not delivered by courier eventhough I followed their return process and provided evidence, then blamed me saying they wouldn't process the refund as I hadn't followed a company process rule in a hidden EU help page.
This experience has been extremely unsatisfactory.
I sent clear photos of the item along with the dispatch note, yet it took several days and numerous back-and-forth emails for your team to locate the order number. During this time, no meaningful progress was made.
First email has been sent in 24th until today no solution.
Once the order was finally identified, my request was rejected without the item being properly inspected, based solely on photographs. I do not consider an assessment carried out only from images to be fair or reasonable.
Despite asking three times for information regarding your escalation process and how to contact management, my requests have been completely ignored.
As a result, I have no option but to escalate this matter externally. I will be contacting Citizens Advice and a consumer law advisor to pursue further action, as I believe my consumer rights have not been respected.
I expect a formal response and clear escalation details without further delay.
Bought some trainers for my son that didn't fit, came to exchange at Trafford centre store but they didn't have his size...I didn't have the original payment card as I closed that account ...they would not return my money and would only offer a gift card..the manager Liam and sales rep Noah were just not willing to help...especially Noah he was VERY VERY RUDE , I actually said that I need a solution and they were just not willing to do anything...such atrocious attitude and behaviour from them , I was left really angry and upset ...they have no sense of care for their customers at all!!!
Eventually Footlocker did send me a refund for a missed delivery and whilst it took a bit of time, the customer service assistants on chatbox, phone, and online were all professional, responsive and tried their best to help so I appreciate this and would recommend Footlocker to others. Special thanks to Valentina who was really helpful!
I wish I had looked at the feedback beforehand to see how many others had a similar experience. I ordered shoes for my son, and after three days of waiting, I received an email stating that they would prepare the parcel soon. Finally, after seven days, the shoes arrived. I could understand a long wait if shipping were free, but I paid £79.99 for the shoes and £4 for shipping. I'm not sure how large an order you need to make for free shipping. In the end, if you're in a hurry for new shoes, I recommend companies like Nike, Adidas, or even another platform instead of this one, which I hesitate to even call a company. My first experience was completely disappointing, and I will NEVER use this service again for shoe purchases.
If i could give less that 1 star i would. Showes where marked as dispatched but never collected by DHL. They now think my shoes where lost or stolen but need to do an investigation that could take two weeks before refunding my money!!!!!
Ive only ever brought my trainers from footlocker. NEVER AGAIN.......
If I had the choice to rate this service with zero stars, I certainly would. I strongly advise against ordering online from this company. My orders were cancelled, leaving me to absorb the costs. I had a $100 gift card and, despite having options like other brands, I chose this company hoping to find quality shoes. When I visited the local store on Boxing Day, I found the selection to be very limited, so I opted to place an online order instead. I ordered two pairs of shoes at $49.95 each, using the gift card and added $9.90 for shipping from my credit card. A few days later, I received an email stating that one pair was unavailable and that a refund would be processed. However, I was only refunded $40.05. I was puzzled as to why the refund was $40.05 instead of the full shoe price. After contacting customer care, I learned that the shipping fee wouldn't be charged, meaning the total came to $49.95. This should have been clearly outlined in the email, instead of forcing me to call for clarification. To make matters worse, I now had to place another order to use the $40.05 refund voucher, incurring yet another $9.90 shipping fee. Given the store's limited selection, reordering online was my only choice, resulting in another unavoidable loss of $9.90, which was not my fault. I reached out to the head office to request a free shipping coupon for my next order, as the cancellation was their error. Paying for shipping twice was not something I agreed to, and $9.90 is a significant expense in my budget. During a lengthy call, the representative apologized but offered no real solutions. I asked to speak with someone who could assist further, and she mentioned she would inform a manager. The next day, a manager called, and I had to explain the situation again. I emphasized that their cancellation forced me to pay shipping twice and that I was only able to shop with them due to the refund being a voucher. I requested free shipping to mitigate my loss due to their stock issues. I made it clear that this situation was not my doing. Unfortunately, the manager provided the same scripted apologies as the previous representative. When I asked to escalate the issue, she stated that she was the final point of contact and no further resolution would be offered, insisting, "This is the system and I cannot change it." This response was incredibly frustrating. Systems can be adjusted by people if a company truly cares about its customers. It felt as though she was preventing me from reaching her superior, despite the clear mismanagement on her team’s part. Some may wonder why I’m focused on $9.90. It’s not just about the money; it’s about a system that forces customers to incur shipping costs due to the company’s errors. It highlights a company that recognizes the inconvenience but refuses to offer any practical remedy, leaving customers to face the financial burden. I recommend steering clear of this company if you value fairness and accountability.
This has been a truly disappointing experience. It's sad to witness a company I once admired decline so drastically. I placed an order for my daughter, and it has been nothing but delays, followed by a cancellation with no communication or explanation.
The app frequently crashes when there’s a highly anticipated release. Customers are unable to secure the product, which often seems to be reserved for employees of the stores. Why is this practice not illegal and subject to serious consequences? What’s the point of waiting in line if it just shows technical difficulties when trying to add the item to the cart? I spent an entire hour only to be deceived. This experience has been incredibly frustrating.
Take every one-star review seriously. Why isn’t there an option for no stars? The customer service is dreadful. I ordered a Christmas present on November 25th, returned it that week for being too small, and only received my refund on February 15th. I had to chase them for my refund more than ten times. Their customer service is appalling, and the wait times are unacceptable. I will never order from them again.
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Foot Locker offers a wide variety of athletic shoes including basketball shoes, jordan shoes, running shoes and casual shoes.
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