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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:12/04/2024

      Type:Customer Service 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 November 2ND my son and I visited the Hibbett Sports location above for a bday trip planned for Dec 12. The shoes that my son selected were not available in store but we were told by the associate that we could purchase them there and have them shipped to our home. He assured me we would have them before the trip. Several weeks passed and the shoes never arrived. I contacted the store to inform them that we had not received the shoes. I was told there was nothing they could do, and that I would have to contact customer service. After several calls of representatives hanging up on me, I finally got someone on the phone. They informed me that the shoes was out of stock. They had been holding my money for weeks without informing me that the could not fulfill the order. Finally the email above was sent. This is unacceptable, I shouldn’t have to dig for information on an order I paid for. Not only do they still have my money but my son will not have his shoes for his trip on December 12. The store has not answered my calls for a refund request.

      Business Response

      Date: 01/16/2025

      We responded to this customer back on 11/17 with an email about how she can receive a refund. The customer never responded to that email. And did go to the store for her refund which was one of the options that she was given. Also, we never received the complaint from the BBB by email. We only received a complaint via USPS mail which was not received before Dec 23rd.

    • Initial Complaint

      Date:12/02/2024

      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 pack of ****** socks as a Christmas gift, but when they arrived, they were a mess. The security tag was still attached, and the socks were riddled with plastic tags, as if someone tried to repackage damaged items to look new.I contacted customer service through their app and explained the situation. After a lengthy chat, the agent assured me I would receive a refund and was told not to return the socks but to discard them. They also promised a 25% off coupon to reorder. This seemed like a reasonable resolutionuntil the next day.I checked my account and saw no pending refund. I submitted an online claim with photos of the security tag and explained everything again. Later, I received a shocking response:"Upon further review, we are unable to approve a refund for your order. We are unable to disclose any additional details. Do not contact customer service, as claim decisions are final and cannot be reversed."Essentially, I paid for socks I was instructed to throw away and was denied any refund. This level of disregard for customers is appalling.

    • Initial Complaint

      Date:11/25/2024

      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 Ordered ****** 1 low mocha on November 14th, and my shipment has not been shipped out and the company will not give me a refund, there policy stated all items will ship out in 3-7 business days but that has not happened. I called numerous times for updates and i keep getting the run around. I was told that the product had been shipped but ***** missed the scan which is not true, because i work at ***** part time, and that company does not miss multiple scans.I asked for a refund and they told me that they cant give me one even-though the product has not been shipped. I want my product but at this point i would like a FULL refund so that i can purchase from a reputable company.

    • Initial Complaint

      Date:11/12/2024

      Type:Customer Service 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 purchased order a **** outfit online for my son order#*************. The outfit did not fit him, so I returned it using the label provided by *********. I have called customer service 3 times to inquire about my refund and asking to speak with a supervisor. All 3 times I was put on hold and disconnected.

      Business Response

      Date: 11/25/2024

      We researched the customers return and found that the customer shipped us back incorrect items. We are unable to refund the customer since the correct items for the return were not sent. We reached out to the customer to let her know about the incorrect items and to assist with another label to be able to return the correct items. The customer stated that she had filed a claim with her bank and has been refunded by them. Since the customer has received a refund from their bank will be unable to assist further.

    • Initial Complaint

      Date:11/01/2024

      Type:Service or Repair 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.
      There are so many wrong things with ******* Sports store, I really wonder about its legitimacy. First of all, they do not allow you to use multiple gift cards in one purchase, and the one gift card allowed to use, is regarded as a curtesy, or thats what the customer service individual stated. How can that be if that is YOUR MONEY???? when you purchase their gift cards, they do not inform you of that. The supervisor stated this is clearly mentioned in the stores terms and conditions, but I read everything very closely and is not mentioned anywhere. It is a clear trap for repurchasing. I signed up for their online account. Well, the 10% off first order they advertise. that never got delivered.

      Business Response

      Date: 11/11/2024

      We apologize our online ordering systematically cannot take more than one gift card at a time and that the customer did not receive the welcome coupon. We have reached out to the customer and sent another coupon that can be used inside one of our stores. We apologize for any inconvenience that this may have caused.

    • Initial Complaint

      Date:10/30/2024

      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.
      The date was 08/03/2024 I bought a pair of sneaker (black air force ones size ******************************************************************************************** ********** **. Gave her the address and she provided a estimated time of delivery. The address was *************************************************************** I was notified on 08/15/2024 the package was no delivered so went online tracked the package and noticed it never left the store in *************. I tried to report on the online portal and received nothing. I went to the original store I bought them from in ***************************** and the manager stated that he would need to speak with his corporate to refund me. I have been to the store on several occasions and been given the run around. The manager stated I would receive an email for refund which I never received. I have called the corporate office and was hung up on twice and the 3rd time I was told a refund check was in the mail. No check has been received and I have been asking the funds to be placed back on the card I paid with. It is now Oct 29, 2024 and I have yet to receive a phone call.

      Business Response

      Date: 11/11/2024

      We researched the customers order and found that it was lost in transit. On 10/30 we reached out to the customer with information about a refund. We are awaiting the customers response verifying the information needed for that refund and will process as soon as received. We apologize for the inconvenience that this has caused.

    • Initial Complaint

      Date:10/28/2024

      Type:Customer Service 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 on September 6th for $75 and received the wrong order. I asked for a refund and was told I had to ship the order back to hibbett in order to receive a refund. I returned the order and verified it was received the following week with no refund. I spoke to a supervisor who was confused but emailed to say after confirming, the floor did receive the incorrect order and I would receive the refund. Over a month with no refund or apology. I will never purchase from them again!

      Business Response

      Date: 10/31/2024

      We researched the customers return by mail. We found that we had received the item but we are unable to refund to the original form of payment. We have reached out to the customer and have offered to refund via a check from our corporate office. The check has been processed and will be mailed out on 11/05. We apologize for any inconvenience that this may have caused.

    • Initial Complaint

      Date:10/15/2024

      Type:Customer Service 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.
      Returned ****** Ultraboost sneakers on September ******* via **** and your return label. Order ********. They're not showing updated return tracking or processing in your warehouse. I have spent close to 10 hours on the phone trying to resolve this (Case ********) and multiple emails that are ow being ignored. Called again today at 12:55 and 1:02 and got hung up on and now called back again. I continue to be told I will get a refund and get a different timeline with each person and then the last email I rec'd on Oct 8 said they are waiting for warehouse. So far no follow up from you AND NO REFUND. I want my money back. I am tired of the lies, the being put on hold, the lack of follow up or updates. This is FRAUD

      Business Response

      Date: 10/29/2024

      We researched the customers issue and have found the following. The customer did print off a return label which has shown no tracking information. We have not received the item back . We have tried reaching out to the customer to request a receipt from when they dropped off the item to prove that it was sent out. The customer has not responded to our inquiry. Due to this we cannot refund the customer until we have proof that the customer did send the item back.

    • Initial Complaint

      Date:10/07/2024

      Type:Customer Service 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.
      So the city gear on ************ in *************** every weekend has its doors locked during business hours for the past month the lady working won't open the door except to people she knows and holding shoes for family members and friends. Also the city gear in ************* I waited 20 minutes while the lady sat down on the phone not paying any attention. I asked for a shoe and they continued that they couldn't find them in the back even though they were in stock and always says there system is down. Even the one on race at just looked at me for ten minutes before they said can I help you and I was the only person in the store. These city gears need to be cleaned out and new employees hired because this is ridiculous.

      Business Response

      Date: 10/30/2024

      We attempted to reach out to the customer multiple times to discuss the issues that they had in the store and were unable to get through. We apologize for the issues that they have had. If the customer has any further issues and needs assistance they can reach out to us at ************** or *******************************

    • Initial Complaint

      Date:09/23/2024

      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.
      I was offered to have an out of stock item shipped to the store by the employee, but was charged a shipping fee, despite the fact it is not being shipped to me but rather the store. I was not provided any information about the shipment, and when I asked what date should I follow up if I hadn't heard from them yet, she rudely said "don't call us". If I would have known I had to pay shipping, I would've just had it sent to my home. Poor excuse for customer service. I was also told (now that I know about the charge) that I can't cancel my order, and the refund would not include shipping. An absolute scam.

    Hibbett Retail Inc. is NOT a BBB Accredited Business.

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