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Foot Locker / price match policy

1 Greenville, SC, United States

Thank you for the quick response susan.

Are you a politician? Your first response averted to online policies again and I believe I was clear that my complaint was that additional training and policies need to be established. It's footlocker as a corporation and the way it conducts business at fault; frankly I don't blame the employees, they clearly don't know better due to a lack of structure and training (three of them could not have been bad apples).

After two emails from you not once have you apologized on behalf of footlocker and the obviously ridiculous experience I had.

It's evident customer service is not a core value of footlocker.

My disappointment has now turned to dissatisfaction and while i'm certain this will not be "taken seriously" life is too short.

Regards,

Vinny


> date: wed, 20 jun 2012 12:00:08 -0500
> from: [protected]@footlocker.com
> subject: re: foot locker mobile feedback form (kmm5092121v1891l0km)
>
> date: 6/20/12 12:00:08 pm
> subject: re: foot locker mobile feedback form (kmm5091790v99468l0km)
> [protected]
>
> dear vinny,
>
> thank you for your email.
>
> I have forwarded your comments to our corporate offices for evaluation
> and review and I can assure you that this complaint is taken very
> seriously and will be addressed. This is now a confidential matter
> between the employee and employer and we cannot legally make any
> comments on any disciplinary action that may be taken. If more
> information is needed, our corporate offices will contact you directly
> with the contact information you provided.
>
> please let us know if we can assist you further.
>
> sincerely,
>
> susan w.
> ecustomer care
>
> for the best customer service, please reply with email history and
> reference customer number 9306853.
>
>
>
> original message follows:
> —
> address given>
>
> on jun 20, 2012, at 9:39 am, "mobile footlocker"
> <[protected]@footlocker.com> wrote:
>
> > date: 6/20/12 08:39:41 am
> > subject: foot locker mobile feedback form
> > [protected]
> >
> > hello,
> >
> > thank you for your email.
> >
> > we understand any frustrations you may in this situation.in order to
> > file an official complaint with our corporate offices, you will need
> to
> > provide the following information:
> > >
> > all foot locker stores have their own policies, including how they
> > handle price matches. For footlocker.com, we do not price match with
> > competitors. Once we receive this information, we will be able to
> > further assist you. Thank you for your patience and understanding.
> >
> > please let us know if we can assist you further.
> >
> > sincerely,
> >
> > christina r.
> > ecustomer care
> >
> > for the best customer service, please reply with email history.
> >
> > original message follows:
> > —
> >
> > feedback type: complaint
> > area: company
> >
> > comments:
> > =
> > I tried on reebok gym shoes and received excellent service from
> > greenville, sc employee on 6-19-12 approximately 7:25pm.
> >
> > after shopping around in the same mall finish line, located 50ft from
> > footlocker had the same shoes for 39.99 vs 59.99 at footlocker. Due to
>
> > the service at footlocker I returned and inquired about price match,
> > pictures of finish line pricing in hand.
> >
> > employee agreed to match and then manager revoked the offer at the
> > register. The employee was also baffled and embarrassed with the
> > situation and stressed this to the manager who "kindly" replied ask
> the
> > ceo of footlocker. When I asked the manager what the official price
> > match policy was he averted to online price policies, I asked again he
>
> > still waffled on. I asked if there was anything he could do and he
> > offered $10 discount. It was an embarrassing moment for all.
> >
> > then I immediately called your 1800 number to explain the situation
> and
> > ask again, what is your official policy. He attempted 3 times to tell
> me
> > interrupting himself to start over and over again and still was not
> > clear. The picture I drew was that you have a selective match policy
> and
> > it's at the discretion of the store.
> >
> > this experience was an embarrassment to all involved.
> >
> > takeaway: set your policies, train employees.
> >
> > im a firm believer in feedback, footlocker is not the cheapest
> retailer
> > around and all you have is your service, spineless without policies
> and
> > procedures and common sense.
> >
> > this is your window i'm not dissatisfied yet as I am disappointed.

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