Dear Nike Executive Customer Relations…
Dear Nike Executive Customer Relations Team, I am submitting this formal complaint regarding the handling of Order C01585637823 and the unacceptable level of customer service I have received. Immediately after placing my order for two pairs of shoes, I attempted to cancel one pair that I no longer wanted. I was informed that because more than 15 minutes had passed since the order was placed, cancellation was not possible and I would need to wait for delivery and then return the unwanted item. I followed Nike’s instructions and returned the shoes. However, more than two weeks have now passed and I still have not received my refund. During this time, I have contacted Nike Customer Service on numerous occasions. Every interaction has resulted in the same response: that an investigation is ongoing. No one has been able to explain what has happened to my return, provide a realistic timeframe for resolution, or offer any meaningful assistance. From my perspective, Nike has either lost the returned item or failed to process it correctly. Regardless of the internal issue, it is unreasonable to expect a customer to wait indefinitely for a refund while repeatedly receiving generic responses. What is particularly disappointing is that I have been a loyal Nike customer for more than 20 years. Throughout that time I have spent thousands of pounds on Nike products and have always trusted the brand. This experience has completely undermined that trust. I find it unacceptable that: * I was unable to cancel an unwanted item shortly after purchase. * I was instructed to return the item instead. * The returned item has apparently gone missing. * More than two weeks later I am still waiting for my refund. * Customer Service has been unable to provide any meaningful update or resolution. I am requesting: 1. An immediate update on the status of the investigation. 2. Confirmation of when my refund will be processed. 3. A review of how this case has been handled by Nike Customer Service. If this matter is not resolved promptly, I will consider escalating the issue through my payment provider and submitting a formal complaint to the relevant consumer protection authorities. I sincerely hope Nike will resolve this matter quickly and restore my confidence in the brand. I look forward to your urgent response. Kind regards, Marcin Sowinski Order Number: C01585637823