Absolutely terrible experience with…
Absolutely terrible experience with Nike. On July 19th, I placed an order on the Nike website for several items for myself and my son, as we were going on holiday on July 31st. A few days later, my order was delivered. The package had my name and my address on it, but the contents were completely wrong. I had ordered 10 items, but inside the package there were only 2 items, and neither of them was something I had ordered. I immediately contacted Nike customer service via chat. Twice, they tried to refuse me a refund. They told me that their records showed the order had been packed correctly and that the weight of the package was also correct. In other words, I was basically being treated as if I had received my order and was lying about it. Then I found another packing slip inside the package showing a completely different weight, with the name and surname of another woman on it, and the package was apparently intended for delivery in Germany. After sending an email to Nike, they finally told me that they would send me the correct items. However, the following day I received another email with a return label and instructions to return the items I had received. I couldn't understand why I was being asked to return items when I had never received the items I had actually ordered in the first place. I contacted them again and was told that I had to return the incorrect items first. Only after Nike received them would they supposedly send me my actual order. So, let me get this straight: Nike made the mistake, sent me someone else's order, accused me of essentially lying about it, and then made me deal with all the consequences of their own mistake. I returned the items as requested, and even after a week I still had no information about my order or any proper explanation. Eventually, I asked for a full refund, and I had to wait several more days for that as well. Throughout this entire situation, there was no proper explanation, no meaningful apology, and absolutely no sense that Nike understood the inconvenience and frustration they had caused me. I have had a Nike account for many years and have spent a lot of money with this company. I have never caused them any problems or had issues with my orders before. That is why I was genuinely shocked and disgusted by the way I was treated. A company as big as Nike should be ashamed of treating a loyal customer this way. I will be deleting my Nike account and I will never spend another pound on Nike products again. I know Nike probably doesn't care about losing one customer, but I am sharing my experience because other people deserve to know what can happen when something goes wrong with their order. One of the worst customer service experiences I have ever had.