BAD experience with Eastbay.com/Uggs/giftcard

[stinkybell2]

I ordered an egift card thru eastbay.com to get my dd ugg boots for xmas. The gift cards were 20% off......so therefore I was hoping to get 20% off the uggs. Eastbay called my home to confirm the order of the gift card approx 4 or 5 hours after I ordered it and spoke with my dd with whom I had been browsing the uggs online with earlier......so know she is dancing around thinking she is getting the boots for xmas.

I speak to the customer service person and confirm that the boots I want are indeed available, and then say Yes, I want the gift card

The gift card does not arrive in my email for more than 30 hours.

In the meantime, eastbay still lists my boots as available, but I can not put them in my cart, because they are actually out of stock, so I call and ask to cancel the gift card BEFORE it is sent to me. I am told it will be canceled.

The gift card arrives and boots are out of stock.

I am now told I can not have a refund of the charge, so I pick out another pair of boots ( not the ones she really wants and not even her size, but hoping they will fit)

Order them on 12/8, on 12/11 they are still not shipped, so I call and they say they will be shipped 12/14. Check stock and dd size is now available, but I don't order because I think I am getting my previous order.

Today they are still not shipped, so I call and they tell me out of stock. I again ask for refund to my credit card and they are refusing.

Just don't want to see anyone else make this mistake.........

 

[stinkybell2]

I guess I am not the only one, read reviews below

http://www.resellerratings.com/store/Eastbay

 

[Lexi221]

Thanks for posting this... I was going to order the 20% off gift cards tonight in hopes of purchasing Uggs. Glad I read your post first!!!! Thanks!

 

[Sgt Mickey]

I guess I am not the only one, read reviews below

http://www.resellerratings.com/store/Eastbay

Yikes what horrible reviews I never realized they were so bad.

 

[Blue.Fairy2]

I would say call back and demand a supervisor but after having read the reviews I am not sure that will get you anywhere.

I would call:

Dowe Tillema, President/CEO, Eastbay
111 South First Avenue, Wausau, Wisconsin 54401
(715) 845-5538

Parent Company: Footlocker, Inc.
Matthew D. Serra, Chairman of the Board, President and CEO
Headquarters: 112 West 34th Street, New York, New York 10120
(212)720-3700


then call your State Attorney General and your BBB and the BBB of NY and Wiscosin


Good Luck!

 

[luvmy3]

I'm sorry you guys are having such problems with Eastbay. I have purchased from them in the past and never had any trouble, if I had I wouldn't have posted about the UGG deal (or at least I would have warned you all).
I hope they resolve it for you. If you need to find out if/how it happened for others check out slickdeals, that is where I first saw the deal.

 

[dis-happy]

Did you originally pay with a credit card? You can dispute the charges that way too.

 

[msmayor]

Did you originally pay with a credit card? You can dispute the charges that way too.

Dispute what? The OP got exactly what she asked and paid for, which was a gift card. The fact that the item she wanted to purchase WITH that gift card doesn't mean the credit card company will disallow the sale of the gift card.

This is a chance one takes when trying to order items on-line. Not every website has immediate updating of their stock, and with folks ordering all over the country/world its entirely possible that when an item shows as "available" because there are 10 pair left, there are 20 folks trying to order them...and 10 are going to end up disappointed when they finally dole out the inventory. While the chance to save 20% is attractive, the hoops one needed to jump through in order to make that happen limited even further the chance that an item like Uggs boots, always in hot-demand this time of year (and especially two weeks before Christmas) would be available.

 

[BCV2003]

I just wanted to add that I have had no problems ordering from Eastbay in the past. In August I got a great deal with 50% Bing Cashback for a pair of Ugg boots and slippers. It cost me a total of $90 for the classic boots and slippers. I thought it was an awesome deal and they shipped very quickly.

 

[dis-happy]

She ordered the gift card to use specifically on items on their website. Their 30 hour delay left her without the item she wanted, she ordered a second item that they kept delaying and never shipped, etc. I believe she has a reasonable expectation and that they have not acted responsibly. She wouldn't have purchased the card if she knew she couldn't use it for a Christmas gift for her dd. Besides that, they told her they would cancel the gift card!

Just this week Amazon shipped me a Kindle. I ordered it with one day shipping because I needed it before I left on a long trip (the whole reason I ordered it). Amazon shipped it, but UPS screwed up and postponed delivery. Now it was no longer usable to me for the trip so I was told by Amazon to have someone refuse delivery for me and have it returned that way. I fully expect that I'll be refunded the full amount. Not my fault that the delay happened.

 

[cats mom]

Dispute what? The OP got exactly what she asked and paid for, which was a gift card. The fact that the item she wanted to purchase WITH that gift card doesn't mean the credit card company will disallow the sale of the gift card.

Especially since this little disclaimer was included in the TOS for the 20% off GC deal:
"GiftCards purchased through this offer may not be redeemed until after 12/25/2009."

Granted other folks reported being able to use the discounted GC's immediately despite the promo rules, but counting on that happening was a crap shoot. What the OP was trying to do was against the TOS for the deal.

I think the OP has a right to be upset that Eastbay did not cancel the gift card as they said they would... but beyond that I don't understand why the huge rant.

I believe she has a reasonable expectation and that they have not acted responsibly. She wouldn't have purchased the card if she knew she couldn't use it for a Christmas gift for her dd.

We were posting at the same time. But if this is the rationale, then the OP goofed since she didn't fully understand the TOS on the 20% off GC deal. Sorry.

 

[stinkybell2]

My complaint with Eastbay is that they have failed to ship not 1, but 2 pairs of ugg boots. My order placed on 12/8 is still listed as "open", I have received no email telling me it is oos or will not be shipped, so if I had not called there 15 times checking on it, I would think they were coming and they are not.

I agree, I am stuck with a gift card, which is what I contracted with them to buy, so my fault. I am trying to warn other people not to make the same mistake, because apparently Eastbay does not seem to be able to do anything but collect people's money and then make them spend hours upon hours on the phone trying to get it back because they do not fulfill their orders.

I ordered the second pair of boots because I felt it was the right thing to do as I could understand that the original pair I intended to buy went oos, but the poor customer service I have received since then is my complaint.

 

[stinkybell2]

Eastbay strikes again! I ordered yet another pair of Uggs form Eastbay, trying to uphold my end of the deal with the giftcard, When I ordered over the phone I asked them to double check the inventory and was assured the boots would be shipped. They weren't. I called the next day and they gave some bs about needing to verify my credit card number. They promised to upgrade to 2day shipping, boots have still not shipped and I am now told they are unavailable.

 

[Forevryoung]

I just wanted to add that I have had no problems ordering from Eastbay in the past. In August I got a great deal with 50% Bing Cashback for a pair of Ugg boots and slippers. It cost me a total of $90 for the classic boots and slippers. I thought it was an awesome deal and they shipped very quickly.

I got in on the same deal for the Ugg boots- I was impressed with Eastbay and I love my boots (a replacement pair for me, the first I got years ago when they were all the Christmas rage)

Sorry you are having problems