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Business Profile

Sporting Goods Retail

Hibbett Retail Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

This profile includes complaints for Hibbett Retail Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hibbett Retail Inc. has 233 locations, listed below.

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    Customer Complaints Summary

    • 225 total complaints in the last 3 years.
    • 92 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/10/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for a limited edition New Balance Shoe, the 550. The shoe was released by New Balance on 12/30 and Hibbett Sports advertised they also had the shoe for the release. The shoes typically sell out in popular sizes within hours. I logged onto Hibbett right when the shoes became available and placed an order, receiving a confirmation email. I could have purchased the shoes from New Balance but I trusted that Hibbett was a reliable retailer. When I reached out today to check on my order since it didnt come on 1/5 as promised, they informed me there was no order and I wouldn't be receiving the merchandise. There is no other way for me to get the product now that it has sold out. I would like Hibbett to work with New Balance to get me the product they promised me.

      Business Response

      Date: 01/18/2023

      We apologize for any inconvenience this may have caused. Unfortunately, we are not able to work with New Balance to get the item for the customer as it is now out of stock.  We have emailed the customer and provided a coupon for their experience.

    • Initial Complaint

      Date:01/03/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 18, 2022, I ordered and purchased two pairs of Air ****** sneakers totaling the sum of $241.50. Ive received one pair, but have yet to receive the other. Ive revisited the store where I purchased the items SEVERAL times, and was told that theres NOTHING THEY CAN DO without first conducting an investigation. Ok, so the investigation was supposed to be started LAST WEEK when I called December 27, and I was told that someone would contact me via email. I have NOT received ANY correspondence from Hibbett Sports WHATSOEVER, through email or otherwise. I contacted Hibbetts customer relations today, as well as the corporate office and was told AGAIN today that someone would contact me regarding my order. I contacted the **** last week December 27, and was told to contact Hibbett Sports and have them reorder and resend the shoes to me. Well the customer service rep. stated that ******************************************** doesnt do that. **** has CLOSED their investigation, and Im without MY MONEY or the shoes THAT IVE ALREADY PAID FOR!..I was told this morning by the customer service rep. that IF Im APPROVED to get a refund, Ill have to wait 2 to 4 WEEKS for a check!..I DIDNT PAY FOR THE SHOES WITH A CHECK, I PAID CASH!!!!And at this point I want my money back, because Im getting the run around about my purchased merchandise!.I feel as though Hibbett Sports IS NOT taking this situation seriously, and couldnt care less whether I get the shoes OR my money back. EVERY TIME Ive asked to speak to a supervisor, the answer is ALWAYS we dont have a supervisor available, BUT we can put you in the queue and someone will send you an email!STILL WAITING on that email!.Im going to consult with a lawyer today about this bull**** because Hibbett Sports is playing games with me and my money!

      Business Response

      Date: 01/18/2023

      We apologize for the inconvenience this has caused. We have reached out to the customer and have issued a refund via check. In addition, the customer was emailed a coupon for their experience. 

    • Initial Complaint

      Date:12/23/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/17/22I made an in store purchase in the Hibbett's store 351 in ******** **. when I was on family vacation. The cashier (Tabia) informed me that there were none in size I needed in store but several in- stock at the warehouse and that if I made the purchase she guaranteed I would receive it at my home address in Alabama (5 hours away) in 3-4 days. As I was traveling home the next day, I made the purchase. After not receiving the item or an update in email as promised, on 12/22/22, I called the store and was told the order had not shipped and would not be shipped as they did not have the jacket in stock. I requested a refund and was told I would have to travel 5 hours back to the store to do it in person. I reminded the employee (******) who was there when I ordered it, that I live in *** She said, "It's policy". I asked her why was I not informed of this "policy" when the Tabia placed the order. She said, "I'm sorry." ****** them told me to "just wait and I would 'probably get a refund one day". I told her this was unacceptable and requested a mgr. She placed me on hold and came back and said there was nothing she could do. I hung up and called **************** and was told a refund had to be done in-store, even though I do not live there. I requested a Mgr, after holding for almost 3 hours, the line was picked up and disconnected. I called back and requested a manager and was told they could create a case (#********) and for me to call *************, the same # where I was disconnected earlier. I am reporting Hibbett's for their faulty and unethical business practices along with their disgraceful service to customers. I want my money back as they told me the order was unfillable and I have not and would not receive the item. It is unreasonable to ask a customer to drive back to the store to refund something they NEVER GOT and/or wait an indefinite amount of time for a refund. I simply want a refund. Trans #***** on 12/17/22.

      Business Response

      Date: 01/18/2023

      We apologize for the inconvenience this has caused. We have reached out to the customer and have issued a refund via check. In addition, the customer was emailed a coupon for their experience. 

    • Initial Complaint

      Date:12/20/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/12/22 I placed an order for a pair of shoes for my son as a Christmas present. It was titled on their website that it would arrive in time for Christmas. So I order them. Later on 12/12/22 I receive an email stating that the order has shipped, so I check it and it just states Shipping label created, **** awaiting item. I wait and on 12/17 I check again, last update was on 12/14 and just says Pre-Shipment info sent **** awaits item. So I contact their customer service through chat via their website and was told that I just needed to wait longer for them to ship (even though the websites states that orders ship within ***** hours after placed). She said to wait until Tuesday 12/20 and I said by then I know they won't come for Christmas and she said I should stop assuming things. So I check today (12/20) no change. Contact customer service and was told that the item was lost and I needed to file a claim. Was gave a website that I went to and filled out information and #1 I was only gave the option of them shipping a replacement or giving me a refund through paypal, would not give me the option to have the refund back on my original form of payment. #2 I receive an email stating they basically declined my request because I just need to wait longer for the item. So now I am out a Christmas present and money. Not to mention terrible customer service.

    • Initial Complaint

      Date:12/19/2022

      Type:Delivery Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 12/9 for work boots. When placing the order the due date for them to arrive was 12/14. Once I submitted the order I got a confirmation email that said the order would arrive 12/18. I thought that was weird but only a few days so I said ok. 12/10 I got an email saying the order had shipped. 12/12 got an email that it was getting ready to ship? I checked the tracking it only says label created and the package has not moved. 12/16 an email asking me to review the item I ordered. 12/18 item has not arrived, I checked the tracking still no movement the item is still in GA. I live in CA. I call, the agents refuse to cancel my order just tell me I need to wait 48 hours for route to look into and find the package. No compensation is offered. Just I'm sorry. This is the same issue I had with my last order ************* which was placed on 11/12. Less than 30 days ago. I will never order from this company again.

    • Initial Complaint

      Date:12/07/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order and it showed my total to be $50.63 which was debited from my card at 6:20am. at 10:50 am I received a notification from my card carrier of a charge of $1.92 at which this time I called and they gave me some jibber jabber about the charge. I paid the amount that was given to me when I placed my order. I feel like they have STOLEN my money to come back and take an additional amount the is not listed on the invoice they sent me for my order total. that's their fault they didn't provide me with the correct total. what if I had no additional fund for them to take, then what ? would I have not gotten my order regardless of paying the amount the gave me on the invoice which was $50.63 ,paid and already posted to my account

    • Initial Complaint

      Date:12/01/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good evening, On November 28,2022 at 7:22pm my son visited Hibbett's ********** location to purchase a (1) pair of ****** shoes, which was sitting out for purchase. Unfortunately, he was unable to purchase them due to the employee unwilling to sell the shoes. My son stated that her reasoning was that she believe he was going to resell the shoe. I was very upset when I learned of this incident. I do not understand how someone can decipher who gets to purchase a specific product and who does not. I have been a Hibbetts customer for a very long time and I believe the guidelines, policies, and procedures has to be better than profiling individual's who may or may not be resellers.

    • Initial Complaint

      Date:11/30/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ************* recently i purchased a order with the order number listed fyr to a maintenance man dying in my home it caused me to move unexpectedly with all that was going on i moved on the 18th and just recently got settled with all that going on i wasnt thinking bout a package giving the fact i have a 1 year old running around i simply want my money baby and you all tell me 15 days how is that sbd what a slap in the face when Im finally able to breath take a break and look over bills and notice an issue with my order Im told i dont get my shoes or my money back umm that isnt ok i also include the photo of my dead maintence man so you see ive been dealing with a lot

      Business Response

      Date: 01/18/2023

      The customer's package was delivered on 11/8 and in the BBB complaint they moved on the 18th. This was 10 days after the package was delivered. Customer did not contact us until 11/29. Per the policy, all claims must be filed within 15 days of delivery. As a one-time accommodation, we have refunded the order.   

    • Initial Complaint

      Date:11/22/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 8, 2022 I *************************** placed an order with Hibbett Sports for a pair of Timberland 9inch Super Boots order no. ************* To be delivered to me by Tuesday November 15, 2022 Costing a total of $275.60 November 11, 2022 received an email about shipping delay November 12 , 2022 received email that email has shipped Monday November 21 , 2022 no package received . I asked for update and was advised has not made any updates to tracking and this indicates a shipping issue .I was then told that my package is covered by *********************** and that I had to file a claim through them which immediately posed an issue with me because I didn't place any orders with them . I asked Hibbett Sports to refund my $275.60 for the order I placed with them and they didn't deliver and was to I had to go through ***********************

    • Initial Complaint

      Date:11/17/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned sneakers new balance ****************** $99.99 they sent me a *** return label tracking number 1ZA3083Y9092044525 order #************* and return #*************** I received a email from Hibbett on my return it was received and within 5 business days I should receive a refund contacting Hibbett was very difficult because of covid and online customer services very poor I assumed because of the company it is I would surely be refunded I check my bank account and I was never refunded they received the package and never gave me my refund and refuse to refund me $99.99 even after I tracked the package that it was delivered and they sent me an email that they received the package.

    Hibbett Retail Inc. is NOT a BBB Accredited Business.

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