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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

    • 224 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:07/17/2024

      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 purchased a pair of **** Airforce 1 LV8 on May 13, 2024. My package was delivered on May 14, 2024, however these sneakers mentioned were not in the package. I contacted Hibbett on May 14, 2024. The lady I spoke with suggested that I wait for the 2nd part of my order to be delivered on May 17, 2024 to see if it was mistakenly shipped with the second package. Needless to say the sneakers were not delivered on the 17th. I contacted Hibbett on the 17th and I wanted them to send a replacement due to the sale, the young lady informed me they dont send out replacements and I would be issued a refund and she suggested I order another pair. I was also told someone would contact me in regard to my refund, the manner of contact I assumed was via phone. I called again on June 21, 2024 because I still had not received a call nor a refund. The gentleman I spoke with informed me that I was contacted via email on May 17th and told me to respond to the request. As I was on the phone with him I searched spam box, found the email with the request of information and I sent it over before I ended the call with the gentleman man, along with a screen shot of my missing item. On today, July 17th, I contacted Hibbett again bc I hadnt received any correspondence since my email. I was on hold on and off for about 30 minutes, only for the lady to tell me I missed my 15 day window from the time the shoe was not delivered and I would receive another email as to whether or not they would decide to give me a refund on an item I never received. Im highly disappointed because weve been loyal customers of ******************************************** over the last 10+ years. I had to turn around and order the same sneakers on May 20, 2024 because they were needed for an event. My order number is ************* and the case # is ********.

    • Initial Complaint

      Date:06/07/2024

      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.
      My order number is ************* I have been trying to get my return issue fixed for three weeks now. Everything was returned to the company on 05/17/2024 and 05/18/2024 according to the tracking numbers. I returned everything using 3 labels that were provided by hibbets. I reached out after it was a week with no refund the online chat person created 4 new return labels for me when it was already returned prior. Last week I was told my packages were delivered to the wrong address which I have no idea how the rep knows that. I tried to file a claim with **** but they wont let me because I was provided the shipping labels by your company so I am technically not the shipper. I was only emailed 3 labels and the tracking numbers are as follows: 9202 2903 4092 8700 0618 64 9202 2903 4092 8700 0618 40 9202 2903 4092 8700 0618 57 I packed all my items up in these three boxes and shipped them back since thats the only labels I received. Ive contacted the company every few days only to be told to either keep waiting or they have to send an email and someone will contact me.

      Business Response

      Date: 06/19/2024

      We understand the customer's frustration and appreciate their patience as we worked towards a resolution. We have an investigation open with **** to attempt to locate the packages; however, as this has not yet been resolved, we have issued a full refund for the return and notified the customer.

      We apologize for any inconvenience in this matter.

    • Initial Complaint

      Date:05/17/2024

      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 ordered 2 pairs of shoes from this company but i never received them and on the website it said we had to wait up until 2 days after the expected delivery date to make sure they have arrived but i disputed with my bank and now there has been a reversal because its showig as it was delivered but I never received it so i was told to get in contact with you guys.

      Business Response

      Date: 06/07/2024

      We have reviewed this customers issue. This order was created on 3/27/24. It was shipped via ***** on 3/27/24 and delivered on 3/30/24. The first contact with this customer was on 5/8/24. The customer was advised of ********************** policy which requires that customer service be notified within 15 days of non-receipt of a package if the carrier has scanned the package as delivered. The customer first contacted us 42 days after delivery by Fed Ex.

      As a one-time accommodation, we will issue a refund for non-receipt of this order due to non-receipt. Any future claims will need to be submitted within 15 days of the documented delivery date.

    • Initial Complaint

      Date:04/11/2024

      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.
      The transaction was on February 20, 2024, when I purchased two pairs of shoes. They are Jordans toddler and adult shoes. I took the shoes back to the store to get a refund because the quality of the shoes was not up to my standards, they were brand new. My return was refused because the first stop was at ******, and this was the first store I went to return them I was told to go to ****** the store where I purchased the shoes, and I was refused the return. The guy had a very nasty attitude walked away from me and said that's my business deal with it yourself. They told the guy in ****** the shoes were worn, and they were not. The people in the Euclid store and Mentor are very unprofessional. Both stores smell like marijuana very unprofessional setting. The only thing I want is my money back. no pictures were taken at the store I was lied on, and this isn't okay with me.

      Business Response

      Date: 04/29/2024

      We have reached out to the customer multiple times since 4/12 requesting pictures of the shoes in question so that we may review the condition. We have not received a response back.

      We apologize for any inconvenience in this matter.

      Customer Answer

      Date: 04/29/2024

       
      Complaint: 21563517

      I am rejecting this response because: This business is very unprofessional and also the shoes are unworn, and you will not be able to visually inspect the shoes accordingly and I have asked if a manager or the district manager could meet me so I could let them inspect the shoes and I have not received a response and also I was threatened by the associates in the store. Saying that they were advised to call the police on me. The shoes are not up to the standards for the amount that I paid for these shoes. So, if we can meet and have a police officer meet us in the store, I will gladly bring the shoes so they can say and see that these shoes are brand new never been worn. I still want my money for these shoes they also advised me to take them to **** for a refund and they didn't come from ****. This people who works for them are very unprofessional. 
       
      Sincerely,

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

    • Initial Complaint

      Date:04/08/2024

      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.
      On March 13, 2024 I *************************** made a purchase with Hibbett city|gear online. I order three pairs of ****** 12 Retro "field purple" men's shoe size 11, same shoe description men size 10, and same shoe description for toddler size 5. Well I talked to multiple reps that I received the toddler shoe but never received the other pairs. I admit I did enter the wrong zip code. I ask them how was one delivered and the other two could not be delivered and were mailed out at the same time. I was told multiple times that it was nothing they could do. I don't understand how one came with the wrong zip code and the others two didn't. Something isn't adding up and they do not want to replace the shoes are refund me my money. After two different rep told me to call back March 29,2024 and they will credit my card back. Total amount spent was ******! This issue has not been resolved yet. Please help. order number *************

      Business Response

      Date: 04/29/2024

      The customer was refunded in full on 4/18/24 for the two items that were not delivered. We apologize for any inconvenience in this matter.

      Customer Answer

      Date: 04/30/2024

       
      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:04/05/2024

      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 ordered shoes from Hibbett on March 31. I was told delivery would be April 4. I went online to check order status. Although I got an email saying the shoes had shipped, the **** site said the carrier had not yet picked up the package. That status has not changed for 3 days. I tried to call customer service and cancel my order. They refused to do so, saying I have to wait an additional 11 days. Furthermore, the telephone "customer service" person had no idea about which warehouse had shipped the shoes and had no way of checking the order status or giving me any help at all, other than to repeat that the package had shipped, but the status had not been updated--something I already knew. I would like to cancel my order and get a refund. And note that others should be leery of ordering anything from Hibbett.

      Business Response

      Date: 04/29/2024

      We apologize for the carrier delay on this order. We were unable to cancel the order at the time, as it had already shipped. Fortunately, the order was delivered to the customer on April 8.

    • Initial Complaint

      Date:03/21/2024

      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 ordered something from Hibbett Sports that never arrived. I contacted customer service and ******* told me he was processing my refund and gave me a claim number regarding my refund. Its been weeks and I havent received my refund. I filed a dispute with my bank and they closed my dispute resulting in no error based off findings Hibbett provided them. Im livid. They took my money, merchandise didnt arrive and they dont even have the item in stores locally for me to get a replacement. I just want my refund and to bring it to everyones attention that Hibbett conducts bad business and doesnt really ship people items out nor do they cover lost packages or packages that were never received. They just take your morney

    • Initial Complaint

      Date:03/18/2024

      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.
      The post office delivered the shoes to the wrong door. I have a ring camera and both day at the time of the supposed delivery nothing came. Order number *************. I filed a claimed and they denied it

    • Initial Complaint

      Date:03/12/2024

      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.
      The order was placed on February 17 and delivery was promised in 5-7 days. Delivery should have occurred between February *****, then again by March 11th. The tracking has not updated in over 15 days and Hibbett keeps dragging their feet in terms of why it's late and whether or not it is lost and I can get a refund!!!!!

    • Initial Complaint

      Date:03/01/2024

      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 ordered some shoes on line and it says they were delivered but I havent received my items. I tried filing a complaint but it says im inputting a wrong email.

    Hibbett Retail Inc. is NOT a BBB Accredited Business.

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