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+--- Thread: Nike SE UK help (/Thread-Nike-SE-UK-help)
RE: Nike SE UK help - mothered - 12-04-2022
(12-03-2022, 03:41 PM)d9bladee Wrote: When I asked to escalate, I would go through to a senior team member (think this happened twice) and they would say the decision cannot be reversed and they would then put me back to a lower staff member who would say the senior team has made a final decision and it cannot be reversed.They don't understand what an escalation Involves.
The claim hasn't been escalated by following company protocol and conducting a proper review of the claim by gathering all Information and assessing It In an Impartial/unbiased manner. The senior team member you spoke with, simply said It's declined based on the original decision made by the lower staff member. That's not how an escalation works.
Tell them to escalate It on the grounds I've mentioned above.
(12-03-2022, 03:41 PM)d9bladee Wrote: Or are there any further leads to pursue?As per above.
(12-03-2022, 03:41 PM)d9bladee Wrote: Would also like to add I paid with PayPal that is extremely aged and verified so potentially a route there?PayPal tends to side with the seller based on tracking confirmation.
RE: Nike SE UK help - d9bladee - 12-04-2022
(12-04-2022, 01:40 AM)mothered Wrote:(12-03-2022, 03:41 PM)d9bladee Wrote: When I asked to escalate, I would go through to a senior team member (think this happened twice) and they would say the decision cannot be reversed and they would then put me back to a lower staff member who would say the senior team has made a final decision and it cannot be reversed.They don't understand what an escalation Involves.
The claim hasn't been escalated by following company protocol and conducting a proper review of the claim by gathering all Information and assessing It In an Impartial/unbiased manner. The senior team member you spoke with, simply said It's declined based on the original decision made by the lower staff member. That's not how an escalation works.
Tell them to escalate It on the grounds I've mentioned above.
(12-03-2022, 03:41 PM)d9bladee Wrote: Or are there any further leads to pursue?As per above.
(12-03-2022, 03:41 PM)d9bladee Wrote: Would also like to add I paid with PayPal that is extremely aged and verified so potentially a route there?PayPal tends to side with the seller based on tracking confirmation.
I’ve sent essentially your phrasing and requested a proper procedural investigation whereby they show me evidence and reasoning. I made sure to stress that I demand to be shown concrete evidence I personally received my parcel.
Really hoping they give up soon.
Will update with their response
RE: Nike SE UK help - mothered - 12-04-2022
(12-04-2022, 01:46 AM)d9bladee Wrote: I’ve sent essentially your phrasing and requested a proper procedural investigation whereby they show me evidence and reasoning. I made sure to stress that I demand to be shown concrete evidence I personally received my parcel.Very well worded.
No doubt, they'll try and Ignore your request.
RE: Nike SE UK help - d9bladee - 12-05-2022
After contacting the reps on the app (the "Nike Experts") I reached no conclusion with them. Got to the point where I would say pretty much anything and get the same reply back as if it was automated. The reply was saying the decision was final and they can not re-escalate it.
Went on the live chat on browser and the rep just told me they'll ask management and trace some things with the weight (? i didnt even claim eb lol) and the package destination and that it'll take 3-5 working days.
Nike been a nightmare so far.
but i'm persistent so i'll get the refund i'm sure
RE: Nike SE UK help - mothered - 12-06-2022
(12-05-2022, 06:39 PM)d9bladee Wrote: Went on the live chat on browser and the rep just told me they'll ask management and trace some things with the weight (? i didnt even claim eb lol) and the package destination and that it'll take 3-5 working days.They're totally mismanaging your claim.
Be sure to question the relevance of the above details when they respond.
RE: Nike SE UK help - d9bladee - 12-23-2022
After maybe 4 calls, 5 live chats (the in app ones are garbage only use the browser ones) and two emails to Nike executives I finally got granted a refund for whatever reason I don’t know.
I suspect it might’ve been the email I wrote. Very long and filled with accounts dissatisfaction at the customer service.
I was about to do a legit return because of their incompetence. I would repeatedly call, ask for an escalation to overturn the ‘senior team’ and be told to wait 3-5 days. This happened maybe 2 or 3 times and several ‘investigations’ were launched and I was also promised a ‘manager callback’ twice which of course I had to wait 2 days for, and of course never received.
It worked out in the end and all I got to say is stick to your story and be persistent. Claim took nearly an entire month so for anyone else trying to hit Nike for your own sanity make sure no one opens the door because it complicates the claims so much.
RE: Nike SE UK help - Ashitbag - 12-23-2022
(12-23-2022, 03:24 AM)d9bladee Wrote: After maybe 4 calls, 5 live chats (the in app ones are garbage only use the browser ones) and two emails to Nike executives I finally got granted a refund for whatever reason I don’t know.
I suspect it might’ve been the email I wrote. Very long and filled with accounts dissatisfaction at the customer service.
I was about to do a legit return because of their incompetence. I would repeatedly call, ask for an escalation to overturn the ‘senior team’ and be told to wait 3-5 days. This happened maybe 2 or 3 times and several ‘investigations’ were launched and I was also promised a ‘manager callback’ twice which of course I had to wait 2 days for, and of course never received.
It worked out in the end and all I got to say is stick to your story and be persistent. Claim took nearly an entire month so for anyone else trying to hit Nike for your own sanity make sure no one opens the door because it complicates the claims so much.
Congrats on the refund, and respect for the persistence. You did a damn good by the sound of it.
RE: Nike SE UK help - mothered - 12-23-2022
(12-23-2022, 03:24 AM)d9bladee Wrote: After maybe 4 calls, 5 live chats (the in app ones are garbage only use the browser ones) and two emails to Nike executives I finally got granted a refund for whatever reason I don’t know.This Is a prime example of why I keep mentioning to persevere with the claim from start to finish, and not take "no" for an answer under any circumstances.
I suspect it might’ve been the email I wrote. Very long and filled with accounts dissatisfaction at the customer service.
I was about to do a legit return because of their incompetence. I would repeatedly call, ask for an escalation to overturn the ‘senior team’ and be told to wait 3-5 days. This happened maybe 2 or 3 times and several ‘investigations’ were launched and I was also promised a ‘manager callback’ twice which of course I had to wait 2 days for, and of course never received.
It worked out in the end and all I got to say is stick to your story and be persistent. Claim took nearly an entire month so for anyone else trying to hit Nike for your own sanity make sure no one opens the door because it complicates the claims so much.
You executed all that and more, which was a significant contributor to your success.
A job very well done on your end.
RE: Nike SE UK help - Benny75567 - 01-10-2023
Can I still bang refund if it was sent to a shop or post office
RE: Nike SE UK help - mothered - 01-11-2023
(01-10-2023, 07:39 PM)Benny75567 Wrote: Can I still bang refund if it was sent to a shop or post officeAre you referring to DNA'ing It?