Here's the letter I wrote to Nike after being let-down by their CS department
BEAVERTON, OREGON -- Quick summary:
I have a pair of Nike boots. The air-sole units cracked, while the soles are basically new. I called Nike Customer Service and they tell me to send them back for inspection. I spent about $15 to ship them FedEx. A few weeks later, there's a tiny box at my door. I'm immediately thinking, "Wow, maybe they sent me a T-shirt or a poster or something, because that box is WAY TOO SMALL to be my boots!" I open the box, and it's my boots crammed into the tiny box and a "sorry, we can't do anything for you" letter. Here's my response to Nike:
July 15, 2008
Nike USA Consumer Services
Nike USA, Inc.
P.O. Box 4027
Beaverton, OR 97076-4027
Dear Sir or Madam:
I want to express my extreme dissatisfaction and disappointment with Nike Inc. and how the above named claim was handled.
After searching your website and speaking with a representative, I was instructed to ship my damaged footwear to Nike Inc. at my expense, which I was happy to do. Weeks later, I received my boots shoved into a tiny box and a note explaining that the product “is beyond the two-year date of manufacture limit and cannot be considered for inspection.” Why couldn’t the representative have asked me on the phone to inspect the date of manufacture, and that sending them for inspection would be moot?
So this is how my beloved Nike Inc. treats their loyal customers? I have been wearing Nike shoes, apparel, playing Nike golf equipment, etc. for more than half my life, over 20 years, but your handling of this issue and poor customer service has brought that to an end. As a husband and recently a new father to a 3-month old boy, I can assure you that my family will no longer be wearing Nike apparel or using Nike gear of any kind. As I’m sure you must know, the athletic apparel business is a very competitive one, and there are too many other options out there for me to compromise my standards and beliefs in good customer service.
Although my boots were manufactured more than two-years ago, the soles were barely worn and they were not abused. I know you can’t guarantee your products forever, but it was pretty obvious that the Air-Sole units should not have cracked. I didn’t expect Nike to send me a new pair of boots- for the record, for the cost of a gift card, a T-shirt or even a sticker, you probably would have kept me as a loyal Nike brand customer. Give me something for 20+ years of loyalty. Instead, I get my boots shoved into a box that’s too small and a “sorry” letter. Well allow me to tell you- Sorry, I will no longer be a customer.
I know this probably means nothing to you, because you’re a multi-billion dollar business and I’m only one customer. Don’t consider this a threat, because you’ve officially lost me as a client- but I will share my experience with every one of my friends and family, and I will be sure to warn them of what they can expect from Nike Inc. customer service- ABSOLUTELY NOTHING.