Catherine sent a message to Mark Parker President and CEO, Nike, Inc. – email address that said:
Dear Mr. Parker,
I want to start by saying that my family and I are athletes and avid Nike fans, and have been for many years. We have never had any complaints or problems until recently.
I purchased the Women's Nike Free RN Flyknits for my 20 yr old daughter to run in. She has always worn Nike sneakers, her last pair being Roshes (which she loves!). We purchased her usual size, and they were a comfortable fit. After running in them 3-4 times (she wanted to give them a chance), she developed blisters on both heels. The blisters were not on the back/middle of her heels, but on the lower portion of her heels, close to the bottom of her foot (a very unusual spot) and she was also wearing the sox she normally would wear to run.
I took the sneakers, along with the receipt, back to Dick's Sporting Goods, where they were purchased for $129.99. I was hoping to be able to exchange them for a different style Nike shoe (most likely a Roshe). I was told by the manager that the shoes would not be able to be resold, and therefore they could not take them back. I was told to contact Nike directly, as Nike wanted to be apprised of any complaints/problems with their products.
I then called Nike customer service and spoke with a very nice guy named Steven. He told me that I could send them back, and if there was a defect in the shoes, they would be replaced, if nothing was wrong with them, they would be returned. I assured him that there was nothing wrong with the shoes, but the fit for my daughter. Bottom line, we have a $130 pair of shoes that are no good to us.
I am astounded that a company as large as Nike (and Dick's, for that matter) does not follow the adage of the customer is always right. I have worked retail, and we would bend over backwards to satisfy a customer. I also have a friend who runs a small tennis shop, and she has taken back worn sneakers when a customer complains (and "eating" that cost has a much bigger impact on a small business, as you know).
I am not asking for a refund. I am asking for an exchange, or credit, so that we can purchase another pair of Nike running shoes. Again, I find it hard to believe that this is an unreasonable request for a company as big as Nike. We love Nike products, and want to feel confident in our future purchases of the Nike brand.
I would appreciate any action, or at the very least, a response to this email. I am sure you want to continue to satisfy your loyal customers.
Thank you so much for your time. I look forward to hearing from you.
Sincerely,
Catherine
