Nike Factory Store - Ontario — Local services in Ontario

Let me start by saying my husband and I are huge Nike fans. My husband wanted a new pair of work shoes so we headed to the Nike factory at Ontario Mills mall. We had been there once before, and though we were not fans of the less than mediocre customer service, the prices were good. He found a pair of shoes that were marked with $24.99 and they were perfect for what he was looking for. The sticker was not a traditional price sticker with a barcode, so we asked an employee that was working the floor if this was the correct price. He looked at the box and the inside of the shoe and confirmed that the price was correct. We waited for about 10 minutes in the check out line only for the cashier to look completly confused. He called for the attention of who I assumed to be the manager, and started to explain that the price didnt match the shoe. We informed them that we had verified with the employee earlier. The manager was very short in explaining that though the type of shoe matched on both the box and price, the color didnt match and the price difference was $15. Not that $15 would break our bank, but it was extremely frustrating that we were given wrong information. We explained that the reason we asked to confirm the price was to avoid waiting in the line and then running into problems. She went on to explain that their policy was that the box and shoe number need to match. We again told her that we understand and that was yet again the reason we verified the price with one of their employees. We questioned why there was an issue with giving us the price that was confirmed by the employee and both the cashier and manager acted as if we had not asked the question. They kept calling to the back asking if they had the correct color for the price but it seemed to fall on deaf ears.They kept repeating their store policy and ignoring the fact that we were given false information by their employee and refused to fix their mistake. We ended up leaving and purchasing advises elsewhere. The only reason I felt i needed to write this review is because I am a huge believer in customer service. This place has disappointed me twice now both with very similar situations. Im not understanding how a multi billion dollar corporation would raise such a fuss when it was their employees mistake. They obviously need more training sessions on their policies but more importantly on customer service. I'm so disappointed in their lack of good business ethics. Please avoid the trouble and find a different store to give your business to. Trust me, its not worth fighting the crowds only to deal with the horrible customer at the end...

Every so often they would have Jordan shoes available in the “lifestyle” section that is located in the middle aisle between mens and womens shoes. You’ll notice that they only have the display out and you would have to ask an associate for shoe size you want. They wont tell you what sizes they have, you need to tell them what size you need. They will scan the shoe using their scanner and they still wont tell you if the size you need is available. All they say is they will check in the back. Whats the point of scanning then?! They pick and choose who they sell it to. If they dont like the way you ask, they will tell you its not available. Why couldnt they just put all the available sizes out on the floor like all the other shoes? There was one shoe I was looking at and ask if they had a size, the associate immediately told me that it was a return and it was the only shoe available without checking. I found out he was lying coz another associate brought out boxes of different kinds of shoes and I saw that there was another size of the shoe I was asking about. Also you’ll notice behind the cashier counter, there are boxes of Jordan shoes inside a cabinet. There are 2 cabinets, one says “on display” and the other says “not on display.” You will see boxes of Jordans with different sizes. Employees here either save these shoes for themselves or for...

had an incredibly frustrating experience trying to return or exchange a pair of unused shoes that didn’t fit my daughter—even though I had the receipt. I don’t live near the store, so it’s not easy for me to just stop by, yet I was told I was one day past the return window. I waited on hold for a long time just to speak to a supervisor, and in the end, no one—from the in-store manager at the Ontario Mills Nike Outlet to customer service over the phone—was willing to help.

I’m genuinely disappointed by the lack of flexibility and empathy in this situation. It wasn’t a complicated request—just a simple exchange for a $38 item, unused and with proof of purchase. I’ve supported Nike for years—my whole family wears Nike and Jordan products—but this experience left me feeling like customer care is no longer a priority.

It honestly felt like I was asking for a favor, not making a reasonable request. If one day makes such a difference that they can’t help a loyal customer, it raises serious concerns about Nike's commitment to service. I work closely with my son’s football program and will be reconsidering future Nike purchases, including for our district. Companies need to walk the talk when it comes to standing by their customers....