Poor service delivery

Got it — we’ll add that carefully so it reads as a reasonable goodwill request, not entitlement or aggression. The wording below keeps you legally safe, professional, and firm, while clearly stating what you expect from a global brand.

This is the final HelloPeter-ready version. You can copy-paste it directly.

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I am posting this complaint after exhausting all reasonable attempts to resolve the matter directly with Nike.

I have been a loyal Nike customer for many years and have supported the brand since I was young. I have consistently chosen Nike and invested significantly in the brand over time. Unfortunately, my recent experience reflects a serious breakdown in service, quality control, and customer support that does not align with the standards expected from a global company of this size.

I ordered a custom pair of Nike shoes. The delivery timeframe provided at the time of purchase was incorrect, and there was no clear communication or accountability when delays occurred. The expectation appeared to be that the client should simply accept these errors without proper explanation or resolution.

When the shoes arrived, the product itself was defective. The shoe was visibly skew from the outset, indicating a manufacturing or quality control issue. I reported this immediately and was asked by a Nike consultant to upload photographs, which I did. I was then advised that a return form would be sent and that the shoes would be collected the following day. At that point, the service appeared efficient.

However, no follow-up took place.

When I contacted Nike again, I was informed that the call-back system had been discontinued and that all communication must now be handled via email. While I do not object to email communication, the reality is that multiple emails have gone unanswered. Instead of meaningful assistance, I have received automated, computer-generated responses that do not address the issue or move it forward.

There were also errors with the custom order details. The delivery information on my custom sneaker was incorrect, including the contact person’s name. Receiving a men’s sneaker with a female name on the box raises concerns around attention to detail, particularly for a paid custom product. When queried, I received vague and unsatisfactory explanations.

What is most frustrating is not only that mistakes were made, but that there appears to be no urgency, accountability, or genuine effort to listen to the client. Customers are expected to “understand” errors, while real issues remain unresolved behind automated systems.

To be clear, I did not purchase from individual staff members — I purchased from Nike. Internal system failures, service breakdowns, or staff limitations should not become the customer’s burden.

At this stage, I am requesting: • Direct contact from a Nike representative who can take ownership of this matter • A clear explanation for the incorrect delivery timeframe and service breakdown • A full refund for the defective custom shoes • Consideration of a goodwill gesture to acknowledge the inconvenience caused and my long-standing loyalty to the brand

This is not about receiving free products for the sake of it. It is about a global company standing by its word and demonstrating that loyal customers are valued. Customers are the reason brands of this size continue to succeed, and when service fails at this level, it should be acknowledged meaningfully.

I would prefer to resolve this matter professionally and directly. However, until it is resolved, I will continue to seek assistance through appropriate public platforms so that this experience is known to future .