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Hoverkicks Flawed return process resulted in delays on their end, then they refused to cover the return costs because it was past 14 days, even though that was their fault. Internet
Tried to cancel an order the same day and they said it was too late.Started trying to return it the day it arrived and website wouldn't accept my email.
Started a long customer service thread the next day, which was a total failure. Ultimately, due to repeated delays on their end, exceeded the 14 day window for a return that covers shipping. They will still accept the shoes but I have to pay the return costs, which they would have paid had they had a decent customer service process. And it is nearly impossible to speak to them in person. After an eternal hold it will say no one is available and hang up.
This was my timeline:
Sep 26 Customer Service (Hoverkicks) shoes delivered Sept 27 Me: I attempted to go online to complete the return forms. Unsuccessful because the system didn’t recognize either of two email addresses I tried. Sept 28 Me: contacted customer service for advice.
Sept 28 Customer Service (Hoverkicks) advised to try a different email Sept 29. Me: Tried the additional email, which also didn’t work, contacted customer service again. Sept 29. Customer Service (Hoverkicks) Advised to attach the photos to an email.
Sept 30. Me: Sent photos by email. Oct 4. Me: Not hearing anything from Hoverkicks, sent them another email asking for next steps.
Oct 4. Customer Service (Hoverkicks) Told to send photos again Oct 5th. Me: Resent photos Oct 5th. Customer Service (Hoverkicks) Sent this email indicating another email was coming with further information on returning the item.
Note that this is still within the two week return window. Thank you for reaching out. A return request has been submitted. You will receive an email when you are approved.
Afterwards, you will receive an email that will contain the RMA form that has to be printed, filled out, and sent out with your shoes. If you have any questions, please feel free to email us again or give us a call at (212) 244-0240. No email No email No email Nov 21.Me: Mailing packages, realized I never received this information promised so that I could complete this return. Contacted Hoverkicks YET AGAIN.
Nov 21: Customer Service (Hoverkicks) Told that they needed more information (order #) to assist with the return. Nov 21: Me: provided order # Nov 24 Customer Service (Hoverkicks) Told this was approved for return on Oct 5. Advised to check my spam folder for the RMA form. Nov 25: Nov 25.
Checked my spam folder, nothing there. confirmed that I was approved but that I was told that info in how to do the return would follow, and that never came. Nov 25: Resent approval email from Oct 5 showing I was approved and more information was to follow. No reply Nov 28.
Me: Contacted Hoverkicks again asking for return instructions Nov 30 Customer Service (Hoverkicks) Told the return was approved on Oct 5 and asked what information I needed!!! Nov 30 Me: asked for the forms and return shipping info that had been promised on Oct 5. Dec 1 Customer Service (Hoverkicks) Sent two emails with the return address but no shipping labels. Dec 1 Me: I asked why I was expected to pay shipping Dec 1 Customer Service (Hoverkicks) Explained that return was outside 14 day window to cover shipping!!!
Dec 1 Me: I explained that the delays were due to problems with the computerized return process and failure by Hoverkicks to send me the required form on Oct 5. Dec 1 Me: Tried to reach a real human on the phone at customer service during regular business hours but after a long hold was told there was no one available to take my call and to use email. Sent two more frustrated emails. Dec 4.
Customer Service (Hoverkicks) Told again that this was outside the 14 window. Dec 4.
Customer Service (Hoverkicks) Spoke to manager Vincent on the phone who would not honor a return postage despite the computer and communication issues, would not tell me his last name, would not provide me with the name of someone in charge I could speak with.Repeated over and over that paying for a return was not possible after the 14 day window, without showing any interest in the fact that they delays were due to computer and processing issue on Hoverkicks end.