I hope this comment reaches the higher management or someone who can better handle and expedite this concern because my experience has been extremely frustrating and disappointing. I'm very disappointed with how Footlocker has handled my return request, and I feel compelled to share my experience in the hope that your management takes this matter seriously. Here's the timeline of events:
Before Christmas: I purchased a pair of shoes from Footlocker, but upon receiving them, I noticed they had a defect. I immediately contacted Footlocker support to arrange for a return.
Post-Christmas: I followed up multiple times, and after waiting for days, I was told that an AWB (Air Waybill) would be arranged for the return pickup. I was advised to wait for an email confirmation with further details.
Early January: A Ninja Van rider arrived at my house, claiming they were there for a parcel pickup. However, the rider informed me that the return arrangement made by Footlocker was incorrect—it was set up as AWB, which means I was expected to hand over a sealed parcel as if I were the seller. The item I was returning was defective and unpacked, as it should be for a customer return. At the end, Ninja Van wasn't able to collect the item because they couldn't process it under the AWB setup. They explained that the correct arrangement should have been RTS (Return to Sender).
Ongoing Frustration: I contacted Footlocker support again to inform them of the error, but the process has been unbelievably slow, SOBRANG LALA NG CUSTOMER SUPPORT NIYO! Despite my clear explanation of the issue, no proper action has been taken to resolve it. I even suggested that I bring the item directly to a Footlocker physical store to speed things up, but I received no clear response.
Now: It's been more than two weeks since I reported this issue, and I'm still stuck with a defective pair of shoes. I've been left to constantly follow up with no resolution in sight.
This experience has been nothing short of miserable. The lack of clear communication, proper arrangements, and urgency in resolving this matter is unacceptable for a brand as established as Footlocker.
I strongly urge Footlocker to escalate this matter to higher management. Your after-sales service needs serious improvement to avoid frustrating your customers further. I also demand that my refund be processed within 1–2 days after the return is successfully arranged.
Please take action immediately!