I purchased a defective pair of Nike Vapors 9.5 from TW

[TheCanadian]

I purchased my pair of red and black Nike Vapors 9.5 from Tennis Warehouse and the rubber sole is coming unglued at the top of the shoe (I wish that I could post a photograph). I've played with those shoes twice and they are brand new. I've been buying Nike Vapors 9.5 since the model came out and I've never had this problem. I called Nike customer service today but they want me to send them the pair and pay for the shipping costs. I was further told that it will take 6-8 weeks for Nike to evaluate whether it's indeed a manufacturing defect. Should Nike decide that it is, they will send me a new pair; but I won't get reimbursed for shipping costs even after Nike decides that it's a manufacturing defect! To me, that's a rip off. In any case, it looks to me like Nike is actively discouraging people from claiming. Nike Vapors 9.5 are ridiculously expensive shoes and I expected better from their customer service. I was told by Niketo get in touch with Tennis Warehouse "to see what they could do for me;" I have not yet received a reply. This experience has soured me on Nike and after years of buying only Vapors (we're talking dozens of pairs), I may change to something else.

 

[kimguroo]

I strongly think that If it was a defective item, TW will replace your shoes.
Also you should contact or use Nike chat with pics again.
Your customer service representative might be out of mind at that time or you misunderstood.
There is no way that it will take 6-8months to evaluate. Probably representative meant 6-8 business day instead of 6-8 months. Also ask for voucher instead of replacement shoes.
I think You might be able to claim defective item through online then Nike might send you voucher which will be MSRP of shoes (still needs to pay for the shipping fee). Shipping cost will be $8-15. Just pay for it and forget about it.
It's good for your mental health haha If you did not pay MSRP price from TW, you might benefit from getting a voucher from Nike.

In my experience, Nike is the best in terms of customer service, outsole warranty and replacing defective items.
A week ago, I got Nike court one tennis bag and it was damaged during shipping or defective. The bag does not stand perfectly (it wobbles). I got free shipping label and they sent replacement bag after they received the returning item. I directly bought it from Nike so the shipping was entirely free including returning and replacement.

 

[TheCanadian]

I strongly think that If it was a defective item, TW will replace your shoes.
Also you should contact or use Nike chat with pics again.
Your customer service representative might be out of mind at that time or you misunderstood.
There is no way that it will take 6-8months to evaluate. Probably representative meant 6-8 business day instead of 6-8 months. Also ask for voucher instead of replacement shoes.
I think You might be able to claim defective item through online then Nike might send you voucher which will be MSRP of shoes (still needs to pay for the shipping fee). Shipping cost will be $8-15. Just pay for it and forget about it.
It's good for your mental health haha If you did not pay MSRP price from TW, you might benefit from getting a voucher from Nike.

In my experience, Nike is the best in terms of customer service, outsole warranty and replacing defective items.
A week ago, I got Nike court one tennis bag and it was damaged during shipping or defective. The bag does not stand perfectly (it wobbles). I got free shipping label and they sent replacement bag after they received the returning item. I directly bought it from Nike so the shipping was entirely free including returning and replacement.

I meant to say weeks and not months. Still, a very long time.

 

[WarrenMP]

send to Nike. The will refund your money.

 

[TW Staff]

I purchased my pair of red and black Nike Vapors 9.5 from Tennis Warehouse and the rubber sole is coming unglued at the top of the shoe (I wish that I could post a photograph). I've played with those shoes twice and they are brand new. I've been buying Nike Vapors 9.5 since the model came out and I've never had this problem. I called Nike customer service today but they want me to send them the pair and pay for the shipping costs. I was further told that it will take 6-8 weeks for Nike to evaluate whether it's indeed a manufacturing defect. Should Nike decide that it is, they will send me a new pair; but I won't get reimbursed for shipping costs even after Nike decides that it's a manufacturing defect! To me, that's a rip off. In any case, it looks to me like Nike is actively discouraging people from claiming. Nike Vapors 9.5 are ridiculously expensive shoes and I expected better from their customer service. I was told by Niketo get in touch with Tennis Warehouse "to see what they could do for me;" I have not yet received a reply. This experience has soured me on Nike and after years of buying only Vapors (we're talking dozens of pairs), I may change to something else.

TheCanadian,

Did you email us or give us a call? If you'd like, give us a call for a quicker response (sometimes we get a bit backed up with emails, and we respond to them in the order they are received).

If you purchased these within a reasonable time frame, and the shoes are in fact defective as you described, we can help you out! 1.800.883.6647

Hope that helps,

Michelle, TW

 

[bigserving]

If it didn't really tear apart, perhaps gluing it back in place may be less of a hassle?

 

[TheCanadian]

TheCanadian,

Did you email us or give us a call? If you'd like, give us a call for a quicker response (sometimes we get a bit backed up with emails, and we respond to them in the order they are received).

If you purchased these within a reasonable time frame, and the shoes are in fact defective as you described, we can help you out! 1.800.883.6647

Hope that helps,

Michelle, TW

I just spoke to someone from TW and was told that because I made the purchase some months ago, all I could get is 20% off a new pair. Ridiculous. I bet a lot of people buy shoes when they are on sale and then wear them when they need them. Why does it matter when they were bought? They were sitting in an unopened box for a couple of months and were always defective. I'm disappointed in the very poor customer service from both Nike and TW. The consequence of all this is that I've bought a defective pair of shoes and are expected to basically just move on. I will never purchase a Nike product again and the same goes for TW. I have kids who are beginning to play tennis a lot and I will make sure that they avoid Nike products and TW as well. You've lost my entire family. Poor business practice.

 

[norcal]

If you purchased these within a reasonable time frame

Sounds like TW is being reasonable. How do they know how the shoes have been stored for months? You can't guarantee products forever.

I bought shoes with a 6 month warranty then got injured. I wore them out within 6 months of USING them but not within 6 months of BUYING them. I wouldn't dream of trying to use that reasoning to get a new pair (even though I was telling the truth).

Not the same situation I know, but hopefully you get my drift. It sucks but that's how it goes sometimes.

 

[TheCanadian]

"How do they know how the shoes have been stored for months?"

I don't live in an igloo. They were on a shelf at home.

"You can't guarantee products forever."

Not forever...but surely for a couple of months. It was never a problem until I got this defective pair.

 

[kimguroo]

What's wrong with spending $8-15 for shipping fee then get $140 voucher from Nike?
If you did not pay full price of shoes, you will benefit from it.
I still think it's the best way and I don't think it will take 6-8weeks.
When Nike receives the returning item, usually take within 3 days.
Defective items can be happen during manufacturing process and Nike will stand their products.
Just pay for the shipping fee and forget about the situation.

 

[TheCanadian]

What's wrong with spending $8-15 for shipping fee then get $140 voucher from Nike?
If you did not pay full price of shoes, you will benefit from it.
I still think it's the best way and I don't think it will take 6-8weeks.
When Nike receives the returning item, usually take within 3 days.
Defective items can be happen during manufacturing process and Nike will stand their products.
Just pay for the shipping fee and forget about the situation.

I'm not okay paying a shipping fee (and it's much more than that if you live in Canada); if the shoes are defective because of poor manufacturing, Nike should cover those costs. That would be fair and reasonable, but they won't.

I'm moving on by not purchasing Nike products anymore and not buying online from TW.

 

[TW Staff]

TheCanadian,

Can you please send us an email with pictures of the shoes both the outsole and where the shoe is separating to discussadmin@tennis-warehouse.com? We have a 30 day defect policy and do take back some items after that on a case by case basis. Unfortunately, with the shoes being purchased 9 months ago it is typically beyond our usual time frame for accepting defects but I will have our customer service department take a second look at it.

Thanks,
Brittany, TW

 

[norcal]

Not forever...but surely for a couple of months

Well according to you 'a couple' = 9.

If my 15 year old daughter wanted to date a guy 'a couple' years older and it turned out he was 24 years old I'd get my gun!

Have fun in your igloo where in only snows a couple months a year!

 

[Lukhas]

[...]I bet a lot of people buy shoes when they are on sale and then wear them when they need them. Why does it matter when they were bought? They were sitting in an unopened box for a couple of months and were always defective. [...]

I do, and I currently do have a pair of Nike shoes in my closet. I also always open the box to see the shoes (and more often than not I even wear them in the house for a few hours to break them in anyway). And I also am aware of the local law in France and warranties that apply to my purchases. I surely wouldn't blame anyone if I had never looked at the shoes in nearly 9 months. It's unfortunate, but I also believe both Nike and TW are in their right here (and honestly I would have shipped the shoes to Nike if I was getting a $140 voucher!).

 

[Arsnlrob]

Same exact thing happened to me last month (same colorway as well, lava/black) where the plastic foot frame came unglued at the mid-foot area. I contacted Nike through their website, I got a prepaid mailing label and received a voucher for $135 about two weeks later. It doesn't matter where you bought the shoes, they can be returned directly to Nike. Very easy process.

 

[Airwolf]

.

 

[cknobman]

The fact that you cannot take a picture already makes me question this "defect".

Please post a picture, its not hard as phones and cameras are easily available.

 

[Noveson]

I just spoke to someone from TW and was told that because I made the purchase some months ago, all I could get is 20% off a new pair. Ridiculous. I bet a lot of people buy shoes when they are on sale and then wear them when they need them. Why does it matter when they were bought? They were sitting in an unopened box for a couple of months and were always defective. I'm disappointed in the very poor customer service from both Nike and TW. The consequence of all this is that I've bought a defective pair of shoes and are expected to basically just move on. I will never purchase a Nike product again and the same goes for TW. I have kids who are beginning to play tennis a lot and I will make sure that they avoid Nike products and TW as well. You've lost my entire family. Poor business practice.

9 months isn't exactly what I would call "some months ago". You're trying to get a brand new product after 9 months?

 

[illzoni]

.... I called Nike customer service today but they want me to send them the pair and pay for the shipping costs.

Same exact thing happened to me last month (same colorway as well, lava/black) where the plastic foot frame came unglued at the mid-foot area. I contacted Nike through their website, I got a prepaid mailing label and received a voucher for $135 about two weeks later. It doesn't matter where you bought the shoes, they can be returned directly to Nike. Very easy process.

emphasis added

I wonder if the difference in shipping policies has anything to do with the OP being in Canada. I've read here and countless other places that shipping to/from Canada and the US can be a PITA.

 

[cknobman]

OP: I want something for nothing!!

Nike, TW, the rest of the entire world: Dont we all?

 

[swizzy]

i agree with kimguroo.. on many things regarding these shoes.. nike will usually bend over backwards to make a customer happy. and their voucher deal is the best in the industry. they have routinely given me 20% off my next purchase if i was put out during the process..or was even put on hold for a long time more than once per transaction. they are really super. i am currently dealing with them on a voucher for my last pair of zoom cages.. my voucher was awarded on the 22nd. usually i can call in and access the voucher a day after it being awarded.. i do this, instead of waiting the 7-10 business days to get it in the mail, when deals are abundant and disappearing quickly on the website. the voucher was awarded on the 22nd.. and i really wanted to get a pair of lunars that were severely reduced.. they gave me 20% off them and i got them for $56 so i bought them without the voucher..for some reason the voucher is still not available and it is almost august.. they gave me a code for another 20%.. plus they gave me an extended media transfer so i can buy the items i wanted and transfer the payment to the voucher when it finally arrives.. i bought last years court tech tennis bag for $75 and 2 fed hats and a pair of lunar advantages for less than the $130 voucher.. for their kindnesses i am now the most loyal customer i know.. ship your shoes..explain your gripe and watch how they will make it all better.

 

[sundaypunch]

I'm not okay paying a shipping fee (and it's much more than that if you live in Canada); if the shoes are defective because of poor manufacturing, Nike should cover those costs. That would be fair and reasonable, but they won't.

I'm moving on by not purchasing Nike products anymore and not buying online from TW.

No retailer wants a customer that thinks a 6-month warranty should last 9+ months.

 

[swizzy]

the shoe in question doesn't have a 6 month warranty on the sole... the fed shoe sells well without one..however, all shoes are guaranteed for 2 years from production date [on tongue of shoe] for defects..which this shoe certainly will fall under.. shipping from canada to memphis can't be so ridiculous that it doesn't warrant a full replacement value of $140..considering currently you have nothing but a defective pair of shoes which you bought on discount and some anger

 

[Big_Dangerous]

I purchased my pair of red and black Nike Vapors 9.5 from Tennis Warehouse and the rubber sole is coming unglued at the top of the shoe (I wish that I could post a photograph). I've played with those shoes twice and they are brand new. I've been buying Nike Vapors 9.5 since the model came out and I've never had this problem. I called Nike customer service today but they want me to send them the pair and pay for the shipping costs. I was further told that it will take 6-8 weeks for Nike to evaluate whether it's indeed a manufacturing defect. Should Nike decide that it is, they will send me a new pair; but I won't get reimbursed for shipping costs even after Nike decides that it's a manufacturing defect! To me, that's a rip off. In any case, it looks to me like Nike is actively discouraging people from claiming. Nike Vapors 9.5 are ridiculously expensive shoes and I expected better from their customer service. I was told by Niketo get in touch with Tennis Warehouse "to see what they could do for me;" I have not yet received a reply. This experience has soured me on Nike and after years of buying only Vapors (we're talking dozens of pairs), I may change to something else.

I switched from CBs and Vapors to the Asics Speed Solution, and I can't be happier. Tremendous durability, and comfort.

 

[Big_Dangerous]

I'm not okay paying a shipping fee (and it's much more than that if you live in Canada); if the shoes are defective because of poor manufacturing, Nike should cover those costs. That would be fair and reasonable, but they won't.

I'm moving on by not purchasing Nike products anymore and not buying online from TW.

Well what's your alternative. Stuck owning a pair of defective shoes that you aren't even using, and that are just sitting on the shelf collecting dust? Or, you could you know pay like a few bucks to send them back and get a brand new pair that you can actually use....

 

[KANZA]

Or buy some glue. Would that work? Seems like it might be worth a shot at this point

 

[Chopin]

Same exact thing happened to me last month (same colorway as well, lava/black) where the plastic foot frame came unglued at the mid-foot area. I contacted Nike through their website, I got a prepaid mailing label and received a voucher for $135 about two weeks later. It doesn't matter where you bought the shoes, they can be returned directly to Nike. Very easy process.

I also experienced this with an older colorway. Wow, so many posters jumping on the corporate bandwagon. $140 sneakers shouldn't fall apart in a box.

 

[loosegroove]

I don't think it's people jumping on the corporate bandwagon. It's just people understanding what is reasonable. And it's not like Nike hasn't offered a fair resolution. There is such a thing called statute of limitations, which I'm pretty on board with unless you happen to be Bill Cosby.

 

[norcal]

I also experienced this with an older colorway. Wow, so many posters jumping on the corporate bandwagon. $140 sneakers shouldn't fall apart in a box.

Jumping on the corporate bandwagon? This guy comes on here bashing TW (who has the best customer service in the industry imo), trying to bully them into giving him a new pair of shoes ("my kids will never buy from you!!!")..that he claims he bought a 'couple' months ago...then we learn it was actually 9 months ago...which brings his credibility into question big time. He claims the shoes were stored 'in the box, on the shelf etc' but he already lied about when he bought them so I'm less inclined to believe anything he says.

He should be dealing with Nike. You can't expect a retailer to warranty stuff forever - that's the manufacturer's responsibility. Guys like OP make me glad I don't work in customer service.

 

[Big_Dangerous]

Jumping on the corporate bandwagon? This guy comes on here bashing TW (who has the best customer service in the industry imo), trying to bully them into giving him a new pair of shoes ("my kids will never buy from you!!!")..that he claims he bought a 'couple' months ago...then we learn it was actually 9 months ago...which brings his credibility into question big time. He claims the shoes were stored 'in the box, on the shelf etc' but he already lied about when he bought them so I'm less inclined to believe anything he says.

He should be dealing with Nike. You can't expect a retailer to warranty stuff forever - that's the manufacturer's responsibility. Guys like OP make me glad I don't work in customer service.

And why he chose to wait all those months is just incomprehensible to me.. I mean if you legitimately used the shoes twice, and noticed a problem, why wouldn't you try to get it addressed immediately upon noticing it? And the whole I'm not willing to pay return shipping thing is silly too.. I mean the shoes he probably paid 100+ easily for, probably more like 115-130... So why wouldn't be willing to spend like 10 bucks to ship them back, and get a brand new pair that you can actually use and hopefully use for many months? Doesn't make any sense.

 

[Bluefan75]

TheCanadian is giving the rest of us Canucks a bad name with this thread. Although recent voting patterns suggest he is not alone. But I digress.

OP, you waited way too long to be able to sit there and make the kinds of demands you are making. You sound an awful lot like one of the members at my golf club who bought a pair of shoes that came with a 2 year waterproof warranty. Near the end of two years, he was in there making the claim, and getting a new pair of shoes, with a new 2 year waterproof warranty. Care to guess what he did 23 months later? Manufacturers changed their policies because of guys like him. OP sounds an awful lot like this guy.

 

[Big_Dangerous]

TheCanadian is giving the rest of us Canucks a bad name with this thread. Although recent voting patterns suggest he is not alone. But I digress.

OP, you waited way too long to be able to sit there and make the kinds of demands you are making. You sound an awful lot like one of the members at my golf club who bought a pair of shoes that came with a 2 year waterproof warranty. Near the end of two years, he was in there making the claim, and getting a new pair of shoes, with a new 2 year waterproof warranty. Care to guess what he did 23 months later? Manufacturers changed their policies because of guys like him. OP sounds an awful lot like this guy.

Or do what this guy did:

Skip to 4:15

"Are you wearing soccer cleats?!"

"Yeah, I uh, don't have golf cleats."

Lmao, I forgot how hilarious that show was. Guy who did the voice of Coach McGuirk/Jason (H Jon Benjamin) is the voice of Archer and Bob from Bob's burgers.

 

[bigserving]

Does anyone have an update? Did OP provide photos of the damage, or send the shoes back to Nike?

Not too cool to put TW on blast like that.

 

[kingcheetah]

I once had a defective pair of CourtBallistec 4.3s that a family member gave me (purchased from a different online store)-- I emailed nike and explained the situation (The Air unit on one heel had expanded somehow, creating a ROUNDED bottom of the shoe, about 3 weeks after starting to use them.) Folks at Nike very accommodating-- gave me a prepaid label to print and within 3 days of the shoes arriving in Memphis had sent a voucher for the full MSRP.

TW is also very good with returns/ customer service-- see 30 day no questions asked return policy on used racquets, ability to return unused new racquets for LONG periods of time-- I returned a six one that I hadn't used 5 months after I bought it, offering a free forum to us, free shipping/stringing, professional and expert advice on the individual differences between racquets/ suggestions, racquet matching etc. Their service blows the local shops in my area out of the water.

International shipping is more expensive than domestic, but OP knew that was a potential issue when you purchased from a US store in the first place. If I bought a bag from TWE and didn't like it, I'd have to pay return shipping too. It's the nature of the beast.

No photos and all this drama makes me think it's more likely OP is being unreasonable than these two companies are.

 

[kingcheetah]

Does anyone have an update? Did OP provide photos of the damage, or send the shoes back to Nike?

Not too cool to put TW on blast like that.

I agree... TW has the best customer service around.

 

[Big_Dangerous]

I once had a defective pair of CourtBallistec 4.3s that a family member gave me (purchased from a different online store)-- I emailed nike and explained the situation (The Air unit on one heel had expanded somehow, creating a ROUNDED bottom of the shoe, about 3 weeks after starting to use them.) Folks at Nike very accommodating-- gave me a prepaid label to print and within 3 days of the shoes arriving in Memphis had sent a voucher for the full MSRP.

TW is also very good with returns/ customer service-- see 30 day no questions asked return policy on used racquets, ability to return unused new racquets for LONG periods of time-- I returned a six one that I hadn't used 5 months after I bought it, offering a free forum to us, free shipping/stringing, professional and expert advice on the individual differences between racquets/ suggestions, racquet matching etc. Their service blows the local shops in my area out of the water.

International shipping is more expensive than domestic, but OP knew that was a potential issue when you purchased from a US store in the first place. If I bought a bag from TWE and didn't like it, I'd have to pay return shipping too. It's the nature of the beast.

No photos and all this drama makes me think it's more likely OP is being unreasonable than these two companies are.

I particularly love that shopping on here, I don't have to pay tax, which is really nice.

 

[Matthew Lee]

Why don't you just ask your children to take the pictures? Younger generations like my generation are very good at taking pictures of things

 

[TW Staff]

Issue has been resolved with the customer.

TW Staff

/Thread Closed