Commissary Charged My Inmate but Never Delivered His Order

This is a legitimate grievance and there is a clear path to getting it resolved, but it requires persistence and going through the right channels.

Start by calling the facility directly and asking to speak with the accounts manager or trust fund office. They have access to the inmate's financial records and can see exactly what was withdrawn, when, and whether a corresponding order was fulfilled. Have the approximate date of the transaction and the amount ready when you call. That gives them something specific to look up rather than a vague complaint.

If the accounts manager is not responsive or cannot resolve it, escalate to your family member's counselor or case manager. They can intervene on the inmate's behalf internally and put pressure on the commissary department to either deliver the items or return the funds.

Your family member should also continue filing formal grievances through the facility's inmate grievance process if he has not already done so in writing. A written grievance creates an official paper trail that the facility is required to respond to within a set timeframe. Verbal complaints are easy to ignore. Written ones are not.

Forty dollars is real money and he is entitled to either the sneakers or a refund. Do not let the facility brush this off. Keep calling and keep escalating until someone with authority gives you a direct answer.