Nike World Headquarters — Local services in Beaverton

Bought a pair of Nike 270 Youth Zoom Air Max gymshoes that costs $130+ tax. Attempted my third wear on them well kept in wrapper and boxed and to me surprise they are lemon drop yellow in color. I had them for over six months and having managed in retail for over seventeen years I knew I was outside of the return/ exchange window without my receipt. I know that at store management level a return on worn shoes without a receipt is a hard no. I decide to send my shoes straight to the Nike Headquarters in OR thinking I would receive at least an exchange as the shoes had very little wear on them and Nike "knows" their product. I come from a generation of exuding and exercising CUSTOMER SATISFACTION TO PROMOTE CUSTOMER RETENTION. After the $50 it took to send the shoes to Nike's headquarters and PROOF OF RECEIPT, ACKNOWLEDGED BY NIKE, it was explained to me that Nike, either received and destroyed my shoes due to "Safety" , OR they were tested for any defect and then destroyed, OR they would be returned to me and that I would need to attempt an exchange at store level. After FOUR phone calls, speaking to Executive members of management and being told that Nike would make every attempt to resolve this issue. All of this transpired this past April/ May of 2023. I then attempted additional calls to Nike and now at this point I am receiving such dismissive, unempathetic efforts from this Billion dollar corporation! Not only did I not receive my shoes back or a comparable pair or at least a coupon or voucher to replace my expensive shoes that Nike told me that more than likely "your shoes were received, signed for and then destroyed. I cannot believe that Nike's Executive Offices are so UNPROFESSIONAL, UNCARING, UNEMPATHETIC AND LACK A GREAT BUSINESS ACUMEN when it comes to one pair of shoes that were flawed and not by anything I did. What's terribly disturbing is how one of the members from the executive team had a 40 minute conversation with me about how much he loved the work that he does yet he lacks integrity and is NOT a man of his word. What customer would take the time to pay a hefty fee to send a pair of gymshoes back to a major corporation's manufacturing plant if that customer was not loyal and not serious and compassionate about a Nike product? Nike- I am at a loss for a high end pair of gymshoes and you did absolutely NOTHING to idemnify me, nor did anyone make any efforts at showing any empathy, care or concern for my loss. Nike - SHAME ON YOU! THIS IS NOT BUSINESS SAVVY! I AM ABHORRED BY YOUR SILENCE! YOUR INABILITY TO MAKE ANY EFFORTS AT MAKING THIS UNIQUE SITUATION RIGHT SHOWS THAT YOUR CORPORATION LACKS CHARACTER AND YOU DON'T CARE ABOUT YOUR CUSTOMER'S HARD EARNED MONEY AFER YOU RECEIVE IT! SHAME ON YOU! SHAME ON YOU! I truly wonder how you as a company live with yourselves by being so deeply unbothered and lacking Customer Satisfaction! 7/19/23 spoke to a Mr. Javier at Nike Corporate who was polite and claimed to have empathy to my situation. Asked to speak to a supervisor and Mr Javier came back to the line and stated that the supervisor named Isaac DENIED taking my call and that Isac stated that if I did not file a claim for my shoes,then there s NOTING that can be done. I asked to speak to another supervisor and was told there is no other supervisor. I s=asked how can Isaac be so cowardly and not take my phone call? I was not being belligerent or rude. I asked to speak with an executive team staff and was told that there is no one else. I was told I will not receive anything. How can I file a claim for a pair of gym shoes that Nike received and destroyed? Why were my shoes not sent back to me? How is this good business...

My experience with Nike at their location in Portland, OR was a mixed bag, resulting in a three-star rating. While the brand is synonymous with quality and innovation, there were certain aspects of my visit that left something to be desired.

One of the positives of Nike is undoubtedly the quality of their products. The brand is known for its commitment to excellence, and the merchandise reflects that dedication. The range of athletic apparel, footwear, and accessories offered at the store is impressive, showcasing the latest trends and technologies. The quality of Nike's products lives up to the brand's reputation, ensuring durability and performance for athletes and sports enthusiasts.

However, the customer service at this particular Nike location fell short of expectations. The staff seemed overwhelmed and disengaged, making it challenging to find assistance or receive guidance when needed. The lack of personalized attention and expertise was disappointing, especially when seeking recommendations or information about specific products. Improved training and a more customer-focused approach would greatly enhance the overall shopping experience.

Another drawback was the store's layout and organization. The arrangement of merchandise could have been more intuitive and streamlined. Some sections felt cluttered, making it difficult to browse through products efficiently. Additionally, the availability of sizes and styles for certain popular items was limited, which resulted in frustration and hindered the ability to find desired products.

Pricing at Nike can be a consideration for some customers. While the brand's reputation justifies a certain premium, the prices at this location felt slightly inflated compared to other retailers. It would be beneficial to offer more competitive pricing or additional promotions to make the shopping experience more appealing and accessible.

The store's atmosphere lacked vibrancy and energy. While Nike is known for its strong branding and captivating marketing campaigns, the physical store failed to create an immersive and exciting experience. Enhancements to the visual displays, music, and overall ambiance would go a long way in creating a more engaging and memorable shopping environment.

On a positive note, the store's location in Portland, Oregon is noteworthy. Being in the city that is the birthplace of Nike adds a sense of authenticity and connection to the brand's roots. The proximity to other Nike-related landmarks and attractions adds to the overall experience for fans and enthusiasts.

In conclusion, my experience with Nike in Portland, OR was a mixed one. While the brand's reputation for quality and innovation shines through in their products, the customer service, store organization, pricing, and overall atmosphere could benefit from improvements. While I appreciate the brand's commitment to excellence, I hope that Nike continues to refine the in-store experience to match the high standards set by their products...

There are two reviews within culminating in the overall review above. Nike has stellar customer service. The representatives are almost always pleasant and responsive. The problem is with their logistics and fulfillment division. Unfortunately, this division is horrible at meeting lukewarm expectations. Almost always they fail to meet expectations. Most of the problems stem from their relationship with UPS. It doesn’t matter how specific you can be with delivery, the item will almost always get lost or interrupted in delivery. Especially if deliveries are set for Saturday. UPS has a tendency to make items delivered on a Saturday even though they don’t deliver on Saturday. This leads to frustration and confusion. I’ve purchased numerous products from Nike and there are ALWAYS problems with fulfillment and delivery especially on Saturday. The rate of loss items are astounding. Each time I place an order online, I must prepare myself to monitor the status of delivery, contact customer care, and demand fulfillment. The UPS delivery personnel often say they left an item by the door, near a stoop, on a desk, etc. This is strange because I’m in a 24-hour manned building. It’s unfathomable to believe a delivery person would bypass a human being and just sit a package on the ground of a high-traffic area. Especially if specific instructions are provided for delivery. Each time the order needs to be reordered this further delaying fulfillment. These items aren’t high priced items. Mostly the items are under $100. Most recently one of their agents suggested I try a third-party site SNKRS to place the order after he issued a refund because they are out of stock. I reiterated to him that he wanted me to go to a third-party site and place an order for the same item that has at least a 30% mark-up or more. This is ridiculous and has all of the appearance of price manipulation. Overall, the score of one star is a generous rating. Nike need to start using ShopRunner or other logistically proven methods of fulfilling...