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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

    • 227 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:04/07/2025

      Type:Delivery 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.
      I ordered a brand new pair of **** zoom Superfly elite two running spikes for my son. When I received the package, the actual spikes that went in the bottom of the shoes were not included. I used the online customer service chat bot and was told I would have to send them back. I called customer service and they said I could send the product back and once they inspected it they would give me a discount coupon for 25% to re-order the same product. Nobody told me whether or not I would receive the spikes in the next product that I ordered. All of the pictures and descriptions on their website showed her the spikes included with the shoes. I had to make a special trip to Dicks Sporting Goods to purchase the parts that were missing from the shoes that I paid over $150 for.

      Business Response

      Date: 04/16/2025

      We have emailed the customer a return label along with instructions for a full refund. Additionally, **** provided a coupon code for use on a future order.We sincerely apologize for the inconvenience.

      Customer Answer

      Date: 04/18/2025

      This is true. They have done those things. However, they cant tell me if the next item I order will contain all the items it states on their website. I cant send the spikes back as I purchased them with a timeline in mind. I had to go purchase the actual spikes that go in the bottom of the shoes at a local Dicks Sporting goods. ******* is a scam site, and they should be ashamed. 

    • Initial Complaint

      Date:03/27/2025

      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.
      hi I had made a purchase on your website for 3 pairs of shoes that was marked as delivered but never received. I called your customer service line and was told I will be hearing back from you within a certain timeframe. I allowed a month to go by and still nothing. I called a month later to follow up and I'm begin told that nobody initiated a claim on my behalf. the person told me they will file the claim and gave me a reference number. I allowed the timeframe given and still no response from Hibbett. I called in and was told that a claim can only be submitted within the first 15 days. I had called way before 15 days.

      Business Response

      Date: 04/02/2025

      We researched the customers claims and found the customer placed an order on 1/19 that had 2 items one delivered on 1/23 and the other on 1/24. We searched and the earliest phone call in our system from the customer was February 19. Our policy for claiming non-receipt of an order states that the claim needs to be made with 15 days of delivery of the order which would have been 2/8. Therefore, we are denying the customers claim for 2 reasons one being the lateness of the claim being made and the claim on non-receipt with multiple delivery days. We apologize for any inconvenience that this may have caused.

      Customer Answer

      Date: 04/02/2025

       
      Complaint: 23121741

      I am rejecting this response because:

      I had originally called you before the 15 day **** and was told that a claim would be opened and I'll hear back within a certain timeframe. the timeframe passed and I still didn't hear anything. I was told after a month the situation will be escalated and still didn't hear back from you. now I'm being told I never called before the 15 day **** which is a lie.


      Sincerely,

      ********* ******

      Business Response

      Date: 04/09/2025

      While researching the customers complaint we did verify per our call logs that we received zero contacts from the phone # in the complaint before Feb 19 which was 11 days after our timeline for reporting non receipt. However,this was not the only reason that the customers claim was denied. The customers claim was also denied for claiming non receipt on multiple packages that were delivered to the address on different days.

      Customer Answer

      Date: 04/11/2025

      I don't agree. the packages were delivered to an address that I never provided. 

      Business Response

      Date: 04/16/2025

      This order was placed by the customer online and we shipped the items to the address that was provided by the customer. We consider this matter closed. 

      Customer Answer

      Date: 04/17/2025

       
      Complaint: 23121741

      I am rejecting this response because:

      The address I provided and the address where the items got delivered are different. this was confirmed when I had called and spoke about the order. if you record your phone calls, please review that particular one. I am requesting for a refund for the missing items I have not received. 


      Sincerely,

      ********* ******

    • Initial Complaint

      Date:03/19/2025

      Type:Customer Service 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.
      03/07/25 ****** I have not received my order. I have called customer service several times. Only to be told my order would be in Saturday 03/15. Today is 03/19 I haven't received my shoes. I have called customer service several times. Only to be told my order would be in Saturday 03/15. Today is 03/19 I haven't received my shoes. I did a in-store order. Paid for expedited shipping. I was refused a refund in-store because they say they can't track shipping. I have done this transaction numerous times with Hibbett Sports. I have been customer for over 20 years Never had a problem. I thought this was a reputable company. This experience has been very stressful.

      Business Response

      Date: 03/31/2025

      We have researched the customers issue and found that the order was delivered by **** on 3/24. We sent the customer an apology and coupon . We apologize for the extra time that it took **** to deliver the customers order and the inconvenience that this may have caused.

      Customer Answer

      Date: 04/01/2025

      Yes, I have received it.

    • Initial Complaint

      Date:03/06/2025

      Type:Customer Service 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.
      Hi i was in the hospital so i wasnt able to use my birthday coupon so i called yesterday to corporate i was told someone will reissue it but nothing as of yet

      Business Response

      Date: 03/17/2025

      Our birthday coupons do expire at the end of the month for all customers. However, due to the special circumstances we have sent the customer a birthday coupon today that can be used in the store for this month.

      Customer Answer

      Date: 03/26/2025

      Yes, everything is fine.

    • Initial Complaint

      Date:02/24/2025

      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.
      Bought a pair of shoes online 1/24/25. They were too big. Ordered them again in correct size, kept these shoes. Returned too big shoes on 1/31/25 via **** (hibbett's prepaid return label) from ************. Shoes were lost in mail with last update on 2/8/25 in ********** AL. ****** for refund 2/21/25, they refused to refund because they never received shoes. They can see the tracking, that shoes went from SD to AL, refused to refund price I paid of $121.86. I suggested they file an insurance claim with ****, since it was their label. They ended the call. Order#************* **** Tracking # **********************

      Business Response

      Date: 03/17/2025

      We have researched the customers return by mail and have found that **** lost the package. The customer was refunded on 2/22/25. We apologize for any inconvenience that this delay may have caused.

      Customer Answer

      Date: 03/17/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:02/14/2025

      Type:Delivery 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 Feb. 10, 2025, I submitted order #************* for one Lacoste Stack Crocodile Logo Men's Hoodie. Estimated delivery was estimated for three to seven days. The shipping label for the **** was created on the same day, and was expected to ship then. Five days later, the shipping label has not updated, and the tracking status still reads: "Shipping Label Created, **** Awaiting Item." I have spoken to two customer service agents - the last one being Jade - and both have given me the exact same canned answer about how the item has shipped and the **** has not scanned it appropriately. I have informed them both that I cannot file a claim with the **** because they will say they don't have it and have asked them to verify it was sent from their facility and not lost somewhere but both refused. The fact that this company does not know where an item is that costs normally over $100 is not only irresponsible, but shocking as well. I do not want a refund - I want the item that I ordered. If the company cannot verify where and how the item was shipped, then I want the opportunity to receive a refund and order the same item at the total price paid on the invoice.

      Business Response

      Date: 03/05/2025

      We researched the customer's order and it shows as delivered 2/19. We apologize for the delay in shipping.

      Customer Answer

      Date: 03/05/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *** ******

    • Initial Complaint

      Date:02/03/2025

      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.
      A pair of sneakers were ordered on 12/31 that was not received. 1/17 I went to the ************* location where it was purchased and the store appeared to be opened with lights on however the door was locked. I contacted the Charleston location Who stated the store shouldve been open and that they were affiliated with one another. I made her aware of my issue of ordering an item and it not being received. I gave her my order confirmation and asked to cancel the order. She said she would get this processed however it is January 24 and I have not received a refund for the item. I contacted the Charleston location once again Manager ******* was not in today whom I gave the order details to and stated my item was going to be refunded. I spoke to a ***** lady, who stated her name was *****. She claimed to have been the manager on duty. She was new in training and cannot provide me any information. She also could not provide me any information to contact corporate. I was placed on hold and the phone was hung up on me. I called again. The young lady who answered the phone stated her name was ***. She told me the best thing she could tell me was to go to the ************* store or call customer service. When I asked for customer service number I she hung the phone up on me after being instructed to do so by *****. I called the Store several times again, just to ensure that it was not an accident however no one answered the phone. I am now out of the product and my money and rudely assisted by store personnel.

    • Initial Complaint

      Date:01/23/2025

      Type:Service or Repair 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 purchased an item on Jan 10, 2025 from Hibbetts. I have called ***** and Hibbetts and neither place can help with refunding my money since my package has been out for Delivery since the 13th of January. Every time I call I cant speak to a live agent from *****, Hibbetts keeps saying I have to give it more days. After being told 3 more days that now has turned to 6 days with no help. I either want a refund or the delivery!

    • Initial Complaint

      Date:01/21/2025

      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.
      On December 13, I made an order to Hibbett for two pairs of sneakers, one of them, a pair of **** air forces size 4 and the other a pair of **** dunks size 2! My order stated that it was delivered on December 19, and my husband took the package and placed the box in the room because we were not going to wrap gifts until Christmas Eve. When I open the box on Christmas Eve to wrap gifts, I noticed that only one pair of shoes was in the box which was the **** air forces. The **** dunks were missing. Per the policy I put in a request to customer service for a refund which they denied. I called two weeks later and spoke to a representative who stated that she would redo the claim and I will receive a refund and they would send me a reminder email When the refund was initiated. After three weeks of waiting still no reply. I called again on January 20 and they stated that because the claim had already previously been denied that they would be unable to give a refund because the package said delivered not because they actually made a mistake and didnt put an item in box. I spoke to a supervisor named **** who stated that I should have known a shoe was missing because of the weight of the box! I asked her how could you investigate based on a package saying delivered but not the employee at the warehouse who packed the box! She told me to file a claim through the carrier, I asked why would I do that if they didnt loose the package and whoever packed my box only put one pair of shoes in the box? I asked that If I was to call the carrier with this claim and they denied me would they help, she said no hibbett would just keep my $70.00 for shoes they did not package and I would be at a loss. I told her I didnt even want a refund just the shoes I did not receive and she still refuses help. She stated that she didnt want to waste my time because we was talking in circles with me trying to explain how there investigation process in wrong and there taking peoples money.

    • Initial Complaint

      Date:01/17/2025

      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 ordered a pair of shoes on ****** retro 3 blackcat size 14 that were not delivered . I received a pair of ****** with a packaging slip belonging to some lady from ******* . The box on the outside had my name and correct address . But on the inside of the box was the lady with a Florida address. The shoes are now sold out online and I'm unable to reorder. Hibbet sports need to send me the shoes tht i ordered.

    Hibbett Retail Inc. is NOT a BBB Accredited Business.

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