Disappointing customer service
I am 3 days outside a return window for a pair of cleats I purchased. I do understand the return policy, but tried to explain to the customer service rep Eric. That I was only asking for an exchange on an unworn pair of cleats they were still selling. He repeatedly asked me to hold for 2 minutes (which was over 15 minutes total) while he waited for his supervisor Maria to approve calling me back. He then said his supervisor insisted he read a statement about the return policy stating they cannot give me a refund. I again asked for an exchange and again he said to hold to get approval for Maria to call me back within 5 hours. The terrible customer service is disappointing. Asking repeated holds to get approval that someone would willing to talk to me is poor customer service. Again the shoe is currently being sold and is 3 days outside the window only. Someone did call me outside the 5 hours window…but left a message that they can’t refund me. It’s unfortunate that they cannot be more understanding for a show they are still selling. They would be losing nothing exchanging the shoe. Nike Customer service had been going backwards. Many teams in our area are using Adidas for uniforms, but I always advocated for Nike products…because of the customer service.