Kimberly H.

I have been a Road Runner Sports customer since the early 2000s. For many of those years I was very happy with the service. I made purchases, tried my shoes out, kept what worked, returned what didn't. I constantly mad purchases so I did not bother with "exchanges" since this took much too long to accomplish as compared to simply returning shoes/clothes and making other purchases. I have spent thousands of dollars.

When I made a return in the past, the credit went on to the credit card I used to make my purchase.

Unbeknownst to me, sometime in the last year or possibly two, the return credits started being put into an "online credit bank" which was NOT visible on my account online, and which did not go on to my credit card, and about which i did NOT receive an email. So when I made purchases online, as I do, I was not given the choice to use these return credits I knew nothing about (and which I assumed had gone on to my credit cards). Apparently, the only way I could use the return credits would be to make my purchases via the phone, AND for the person helping me on the other end to let me know I had credits to use. I make my purchases online 99% of the time. I now have over $500 in credits in what I am told is a "merchandise e gift card."
I recently received two emails informing me of these e merchandise credits I have, and about chic I had no idea. I called to ask which returns went into these credits and to complain about the returns not going on the original card as they had been in the past.
No apology was made for these credits being locked in cyberspace. No reason given for why even my unused items were put into these cyberspace credits.

When I looked online for the breakdown of my returns, the website no longer shows you which parts of your order were returned. When I asked for a breakdown of the returns to be emailed to me, I was originally told "NO. My supervisor says I am not allowed to do this." Even though the representative helping me could see which things had been returned for a credit, her supervisor told her she was not to give me the breakdown.
I had to speak to the supervisor Sylvester Jackson (who had a very rude attitude and kept speaking over me) myself to get the breakdown emailed to me. Since then Sylvester called me and left me a message stating the returns were purged from the system and could not be given to me. So sorry and was there anything else at all he could do, don; t hesitate to ask.
So I called customer service again. I asked for a run down of all my returns and got a list which I wrote down myself going back to 2014. So much for the purge. Sylvester the supervisor is either lazy and a liar or simply just a liar.

I will use my credits and b]never shop at Road runner again.