My complaint:
I received a shoe order from StockX with a damaged shoe box. I contacted Stockx through online chat CAS-1273299-Q9Z9C6 and chatted with Ana. I uploaded Information and photos as instructed in chat and was given reply of: “I have gathered all the pictures.I will go ahead and escalate this case to
the upper team department so we
will review this again, they will be
contacting you in the next 24 to 48
hours with a resolution”
I was contacted by email and instructed to upload all information and photos again. I asked what had happened to escalation from chat.
I received no response to question and instead was sent email:
ReturnsExchanges CRM:03290001948
Hello Angel,
I hope you and your loved ones are doing fantastic. I just wanted to follow up as we have not heard back from you. If you have the time, I kindly suggest you reply in the next couple of hours because if we do not receive a response, we will be closing your case.
Not to worry, at any point in time you can reach back out and we will continue to work towards a resolution for you. Also, feel free to contact support@stockx.com with any further questions or concerns! Please include any details that could help us to better understand your situation such as the order number and your question.
Thanks for choosing to buy with StockX! It has been a pleasure to assist you. If you have any other questions or concerns, do not hesitate to reach back out to us, and we will be more than happy to help you.Best regards,Ana
I responded again requesting information of online chat resolution. I received following email
Returns Exchanges CRM:02350005388
Hi there,
I hope you’re doing great today! Thanks for your patience. This is Camila from StockX support following up about your case for your order for a pair of Nike Dunk High Championship. After checking your interaction with Ana I understand that unfortunately you have some concerns with the status of the shoe box. I’m sorry for the inconvenience presented, I’ll do my best to help you with this!
Upon checking on our system your email address I can see that this one it’s not associated with your StockX account. Since you are not contacting us from the email address registered in our page, I need to validate you first in order to give you this information.
Please provide the following:
– Email address registered at StockX.
– Shipping address on file.
– The phone number.
– The last four numbers of your card.
Once we have this information we can proceed. To avoid the process of validation, please remember to contact us from the email registered at StockX.
I’ll be waiting for your answer. If you have any questions don’t hesitate to ask me, remember I’m here to help you. Thanks for choosing StockX!
Kindly,Camila.
I replied with information in email as requested and received response: Returns Exchanges CRM:02350005440
Hi Angel,
I hope you are doing great. Thanks for contacting back and providing the requested info.
Since I understand you have some concerns with the status of your box I need the following info.
– Picture of the item and the size tag.
– Packaging the item came with.
– Picture of the StockX tag still attached to the item.
– A close up and legible picture of the QR code in the back of the StockX tag.
– Picture of the shipping box and the label.
Once I receive the pictures, we will be able to further investigate this issue. Your cooperation is greatly appreciated.
I’ll be waiting for your answer. If you have any questions don’t hesitate to ask me, remember I’m here to help you. Thanks for choosing StockX!
Kindly, Camila.
I uploaded photos and information requested per email and received response:
Returns Exchanges CRM:07280006556
Hello Angel,
Thanks for reaching out today in regards to your recent order, I am happy to assist you.
After looking at the photos provided I can that the issues with the box you are referring to do meet our deadstock requirements for boxes to pass verification. I understand this might not be the ideal answer you are looking for however the box does meet our requirements. However I would like to offer you a $20 code towards a future purchase to help rectify the situation.
Thanks, Cam
I replied asking for clarification on code as it was not in email or in account. I did not receive a reply and sent several more emails requesting code information. A week had past with still no response so I tried chat as it seems only way to contact anyone as they have no customer phone service. I asked for $20 code to be forwarded and was informed that request would be forwarded to supervisor and I would have to wait for Camila to answer in email. That was 2 days ago and have received no response in any emails.
Suggested solution:
Send $20 code as discussed in email
