Defective Nike Air Monarch IV – squeaking shoe, refused inspection, terrible customer service
I ordered a pair of Nike Monarch 4 sneakers and wore them for about a month before one of the shoes started making an unpleasant squeaking noise while walking. I contacted Nike support, explained that one shoe was defective, and asked for a replacement with the same model – I did not request a refund or a different pair. Instead of offering an inspection or a straightforward solution, I was asked to fill out a form and send photos, which I did repeatedly over the course of a week. Each time I received a refusal, with the comment that “based on the photos, there is no defect.” I tried to explain that the issue is not visual – the shoe literally squeaks when I walk – but I was repeatedly told that their “world-class specialists” could determine from photos that nothing was wrong and that I was mistaken. The whole process felt like I was being string along for a week, only to be told in a very dismissive way that their decision was final and there was nothing more to discuss. Before this experience I was a loyal Nike customer with many Nike items, but after this defective product and especially the poor customer service, I no longer wish to order from Nike. I want more people to see this and understand that the company’s service quality has seriously declined.