Complaints

This profile includes complaints for Naperville Running Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Naperville Running Company

  34 W Jefferson Ave Naperville, IL 60540-4691

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  Naperville Running Company

  3416 S Route 59 Naperville, IL 60564-8148

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2024 I ordered (Order # ***-3272518-679705) a pair of ****** Mens Ghost 16 Neutral Running Shoes which was sold by Naperville Running Company through Amazon. I paid $147.65 to this business. I ordered these shoes based on my normal shoe size. These shoes are not true to actually foot size (Run smaller) After 3 weeks I called Amazon and discussed the problem. Paperwork for a refund was started. The Amazon agent told me to keep the shoes and a full refund will be issued back to the card. That didnt occur. On June 26th I got an email from Naperville Running Company asking me to share what was wrong with the shoes. On June 28th I shared that these shoes run small and I wasnt able to wear them. On June 28th they said no worries and to start a refund which we had already done. Then this would generate a label to send the shoes back. On July 1st I called again about a label to send the shoes back. Amazon said it would be 5-7 business days. I did not receive a refund or a shipping label to send the shoes back. On July 10th no refund or label. On July 14th yet another refund claim was submitted by Amazon. They indicated ***** hours for refund. I received an email which stated to start a refund which was done 3X at this point. I called Amazon on July 15th and told them that am not starting refund paperwork since it was done 3x prior. Amazon indicated again that the refund would be ***** hours. On August 8th I call Amazon again to try and rectify this continued problem. It was more of the same nonsense. This is why I am reaching out to you for assistance.

  Business Response

  Date: 08/09/2024

  Hello,

  Naperville Running Company is a seller on Amazon and has been in great standing there for 8 years now. With selling on Amazon we use the typical Amazon Return policy, that allows the customer to return the product within 30 days of purchase with a prepaid label back to our store. As soon as the product gets returned to our store we will issue a full refund for this product. No where in the Amazon or our policy is it that the customer would get a full refund AND keep the shoes. The customer can start a return and then as soon as we received the shoes back to our store they will still get a full refund.

  I will still happily ***** the return on this item and issue a full refund on this product once we get it back even though this is past the 30 day ***** I have put links below on how the customer can initiate a return, as well as their return policy below. 

  How to initiate the return of your item

  ****************************************************************************

  Amazon Return Policy

  ****************************************************************************

   

  I'm happy to help more or answer any other questions at my e-mail below. 

   

  *********************************************************

   

   

   

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22113823
  
  I am rejecting this response because:
  I was given  two different websites to access. The first one led to the refund return history of what I have did to try and get the refund. It is not allowing me to follow the steps to return the shoes and get a full refund. The  second website that was provided was not found. I cant complete the return procedure provided as it is  not allowing  me to do so. Please provide an alternative to return your shoes. Thank you. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2024

  ******,

  I'm not sure why the link or returns page on Amazon were giving you issues. They were directly from Amazon and their exact return procedues.

  Because this situation has dragged on for much too long, I am attaching a PREPAID label here for you to send the shoes back to us. When I receive the shoes back I will issue the refund for Amazon. I'm not sure why there's been so many issues in facilitating this return, but this should take care of it. 

   

   

   

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22113823
  
  I am rejecting this response because:

  I agree with you  wholeheartedly that trying to return these shoes has taken far to long. 

  Thank you for attempting to send the label via download. However, there is nothing attached to the download. I tried this numerous times. 

  Please try and send the label to my email address:

  *******************

  Thank you very much. 
  
  Sincerely,
  
  ***************************