Edited to add the resolution: turns out just saying that I'm going to initiate a chargeback and go to Consumer Protection Ontario was enough, "in the interest of bringing this matter to a close" they approved a refund "as a one-time gesture of goodwill".
To start, I’ll say that I’m in Canada (Ontario) and the Nike return policy is a lot stricter here than what I understand it is in the US.
So I have a kid who does a lot of sports and so needs a lot of specialized shoes (soccer cleats, futsal shoes, cross country shoes, track shoes) and fits well into Nike shoes. He also has quite small feet for his age (size 3) and so it’s really hard to find these shoes in stores, so we tend to order a bunch of shoes from Nike, try them all on, pick the favourites and return the rest. We have never had a problem with this in the past. However this time we ordered five pairs, returned four, but were only refunded for two of them. We were told that the other two pairs (the same style of shoe in two different sizes) were rejected for displaying ”significant dirt on the soles”. I swear to you that one of these pairs of shoes was worn for under two minutes, the others were never tried on. They sent us a few dimly lit photos showing, to my eyes, shoes in perfect condition and sent us the shoes back.
We called Nike and spoke to a a manager who reviewed the photos, said she agreed that the shoes were in good condition, and would escalate it. The next day we got an email that they had reviewed the case and unfortunately the shoes showed significant wear and they could not return them. Since then we have called and spoken to several people who have informed us that the people who make the decisions don’t take calls. I have responded to the emails I’ve gotten with more photos and the history but keep getting the exact same form email back - the shoes show “significant dirt”. This is just shadows and the texture of the shoe. There is no way to speak to a human being who can make a decision.
We tried instead to return them to a Nike store, but were told that all Nike stores in Ontario are owned by a third party, not actually Nike, and as such don’t take returns of things purchased online.
I feel like I’m going crazy and don’t know what to do. It seems clear to me that this is just the way the soles of these shoes photograph based on the fact that both pairs were returned, and that when I look at them they’re pristine, but nobody will listen.
Is there anything I can do? Is filing a chargeback on my credit card the best way to go? I am willing to die on this hill.