UPDATE: Refunds were processed 12 days later. Either the policy was misunderstood, or store leadership needs additional training.
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Stopped by the Nike store at La Cantera to return items I had already processed through the Nike app. I had valid return barcodes ready to scan which were generated minutes earlier using Nike's official return system. The employee assisting me, who said she was a manager, immediately refused the return, citing a 60 day limit.
When I asked why the app would allow an in-store return if it supposedly couldn't be accepted, there was no real answer--just a shrug and "there's nothing we can do." A second manager stepped in and was just as dismissive, offering zero effort to problem solve or even explain the disconnect.
I left the store, opened the Nike app, switched the return method to UPS, and dropped the items off successfully less than a mile away.
What should've been a quick stop turned into an hour-long inconvenience because store leadership didn't understand the tools Nike itself provides. Or just didn't care. Ironically, the app delivered far better customer service than the actual store.
Third visit here, and definitely the last. Next time, I'll skip the store entirely and stick with the app. read more
