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Business Profile

Sporting Goods Retail

Road Runner Sports Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

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

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    Customer Complaints Summary

    • 178 total complaints in the last 3 years.
    • 54 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:09/21/2023

      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.
      Road Runner Sports is using business practices that should not be legal and taking advantages of customers for their own benefit. They have several VIP memberships. They charge renewal about ***** days prior to the renewal or anniversary date. This takes advantage of those making final use of their reward points before making decision to downgrade or cancel their membership. Even more serious is their practice of finding a card to charge for the membership. In my particular case they charged me for an upgraded version of their membership 11 days prior to renewal date and my bank flagged it and sent a push notification. I entered no on my phone as the amount of ***** was not the membership I planned to downgrade to before my renewal of *****. This turned off my credit card until I could resolve with my bank. Upon calling road runner sports I found out that they charged three cards the ***** until they found one that worked but the card they charged was my ex husbands card used in the store earlier in the year when I went with him to buy shoes. At no time did he authorize use of his card for membership and would most surely call his bank to deny the membership charge as he simply went into the store to purchase shoes and take advantage of my family membership. The sales associate at time of purchase slipped in a free upgrade of my membership offering extra reward points and this is probably how my ex husband was roped into his card going on file for the now ***** charge. This also is why I didnt want the ***** charge for a membership that was upgraded in this manner without my authorization. I find the business practices are taking advantage of customers and should be at least made aware of to other customers but is skirting on something that should be illegal as the authorization is not clear to the customer. Members should have the renewal date clearly marked on their account of when they will be charged renewal and only cards on the account should be charged.

      Business Response

      Date: 09/23/2023

      Thank you for forwarding an inquiry filed by ****************  Records indicate *************** was able to reach out to our phone team to have the membership downgraded per her request on 9.21.23.  It is not our intent to mislead our VIP members for levels they are not interested in being a part of.  We are glad *************** reached out to our team so we could get this taken care of.
      We apologize for any inconvenience this has caused  ***************, and we are also confident the action that Road Runner Sports has taken via our phone channel has resolved this dispute to Ms ******* satisfaction.
      Thank You
      Road Runner Sports

    • Initial Complaint

      Date:09/08/2023

      Type:Billing 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.
      Date of attempted transaction: 8 September 2023 Amount of attempted transaction: $99 Nature of complaint: Road Runner Sports attempted to charge me for an auto-renewal of a VIP membership I have previously cancelled on multiple occasions. I do not have either of these credit cards associated with my account and have not had them associated since my last completed purchase on 26 February 2023. This is not the first time this company has fraudulently charged and attempted to charge my cards for a cancelled membership. They have retained my cards on file even though I have asked them not to and deleted them from the payment options on my account.

      Business Response

      Date: 09/14/2023

      Thank you for forwarding an inquiry filed by ****************  I have reviewed the details of *************** dispute and desired settlement, as well as her account information and purchase history with Road Runner Sports. 

      We apologize the $99 renewal attempt caught *************** off guard and it would have us to.  *************** had received a free upgrade to our Platinum level during her 3.1.23 purchase over the phone and our agent fell short in explaining the renewal dates.  Its not our intent to catch our club members off guard and we will follow up with the agent who upgraded ****************  We appreciate *************** connecting with our email team to have her membership cancelled completely and issue a prorated refund from 22s renewal.  By cancelling the membership, this will prevent any further attempts for a renewal, unless *************** opts back into a membership level (we have 3) down the road, which she would be more than welcome to do so.
      We apologize for any inconvenience this has caused *************** and we are also confident the steps Road Runner Sports has taken will resolve the issue to ***************** satisfaction.

      Kind Regards,

      Road Runner Sports

    • Initial Complaint

      Date:09/05/2023

      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.
      Three hours after buying a pair of sneakers and paying for extra for VIP membership. I returned the sneakers and received a full refund for them. I did not get a refund for the **** Instead I was given a phone number to call. ************ The first time I called, I waited on hold for 35 minutes and once I spoke to a representative I provided all the necessary details, She said she would be right back. Instead we we were disconnected. As I had provided the representative with my phone number, I expected a call back, but it did not come. I just waited another 28 minutes and was disconnected. Although the refund due to my credit card is about $20, I am very disconcerted as a consumer. In retrospect, I spent a total of almost an hour of my time on hold waiting for someone to address my problem.This is no way to run a business.Transaction number ******

      Business Response

      Date: 09/11/2023

      Thank you for forwarding an inquiry filed by Ms ****** I have reviewed the details of ***************** dispute and desired settlement, as well as her account information and purchase history with Road Runner Sports. We apologize our agent fell short in reaching back out to *************** in a timely fashion concerning the membership.  As the credit card information is encrypted in our retail system, we do need to gather the original method (credit card number) in order to process the cancellation and refund of ***** for **************** We will reach out to *************** in a timely fashion to try and gather this information to resolve this concern.
       We apologize for any inconvenience this has caused ***************, and we are also confident the action that Road Runner Sports is taking will resolve this dispute to ***************** satisfaction.

      Thank You,
      Road Runner Sports

      Customer Answer

      Date: 09/11/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:08/31/2023

      Type:Billing 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 August 30th, 2023, my debt card was charged $95.20 from Road Runner Sports. I have never made any purchases from this company and I have never subscribed to their membership. How were they even able to charge my debt card? I will be contacting my bank to dispute the pending charge as soon as they are open. It is extremely frustrating to have to deal with fraud like this.

      Business Response

      Date: 09/05/2023

      Thank you for forwarding an inquiry filed by ******************  I have reviewed the details of Ms ******** dispute and desired settlement, as well as the account information and purchase history with Road Runner Sports. 

      Records show an online order placed **** and it appears Ms ******** credit card has been compromised.  As we do not offer memberships at that price and this was done via online.  We would recommend ***************** reaching out to her bank and have them issue a new card.  She might also review her statement to ensure the fraudulent activity wasnt just at Road Runner Sports.  ***************** cannot be billed for a membership as she states shes never signed up and our records indicate that as well.  We apologize Ms ******** card was compromised and we will shut the account down.  If ***************** would ever like to purchase from Road Runner Sports, we would recommend giving us a call at ************ so we can help.

      We encourage ***************** to reach out to her bank and ensure she is not being charged for purchases she didnt make.

      We sincerely apologize for any inconvenience this has caused ***************** and we thank her for bringing this to our attention.   

      Kind regards,
      Road Runner Sports

    • Initial Complaint

      Date:08/25/2023

      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.
      I have a mysterious charge from them that seems to be a membership charge. *** never signed up for a membership, and I've only been in a Road runner sports once in 2020 to purchase a pair of shoes. *** received no email about the charge, so I have no idea what this is for.

      Business Response

      Date: 08/25/2023

      Thank you for forwarding an inquiry filed by *********************.  Unfortunately, I am unable to locate an account with the information provided to Road Runner Sports. This could be a membership renewal.  If *********************  could contact our customer service at ************ we would be able to search the credit card information to ensure ********************* will be cancelled and refunded if/when we locate the account.  If ********************* has any other information to provide that we could search (different phone number(s) email address(s)), we will be happy to address this concern
      We apologize for any inconvenience this has caused *********************, and we are also confident the actions that Road Runner Sports can take once an account is located, will be able to resolve this dispute to ********************* satisfaction.


      Thank You,


      Road Runner Sports

    • Initial Complaint

      Date:08/21/2023

      Type:Billing 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.
      Roadrunner Sports On August 19, 2023 RoadRunner Sports was able to charge our checking account after several attempts $49.99. They have been trying to get through for weeks on our account. We dont have a membership with them and havent shopped their in about 10 years. This is a nation-wide scam. Please contact the company and have them delete my name and bank information from their fraudulent membership system. They need to be investigated and stop this criminal business practice of illegally charging peoples accounts.

      Business Response

      Date: 08/25/2023

      Thank you for forwarding an inquiry filed by ****************  I have reviewed the details of Ms ******* dispute and desired settlement, as well as her account information and purchase history with Road Runner Sports. 

      Records show that *************** enrolled in our VIP program when a  purchase was made in our ************ location.   Records also indicate *************** made a return a few weeks later.  It is not our intent to charge for a membership that our customer do not wish to take advantage of.  Records show our renewal emails have been going to a gmail account we have on file for ****************  We apologize if these have been missed.   Records indicate *************** was able to speak with one of our phone agents on 8.21.23 to have the membership cancelled and refunded. *************** should see that refund in a few business days and will not be billed moving forward.  As *************** has not taken advantage or utilized the benefits of our membership, we will be happy to process the years renewed with no purchase: 19, 20, 21 and 22.  23s membership has already been refunded.  *************** can look forward to the following individual refunds in 3-5 business days and again, she will not be billed moving forward.  ***** x 3,49.99.  We apologize if *************** feels this was a scam and we only wish she could have reached out sooner, so we could help resolve.
      We apologize for any inconvenience this has caused *************** and we are also confident the action that Road Runner Sports has taken will resolve this dispute to Ms ******* satisfaction.

      Thank You,
      Road Runner Sports

    • Initial Complaint

      Date:08/20/2023

      Type:Billing 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 canceled my subscription with Road Runners VIP Club in February 2023 that was set to renew in April. Suddenly on August 13, 2023, I received notification from my **************** Skymiles card that an unauthorized charge was attempted on my card. I confirmed that it was unauthorized and they issued me a new card. Today, August 20, the company has now charged my **************** Gold card AND my Delta card, neither of which recognized it as fraudulent. In both cases, I must now await that the charge clears the pending stage before I can dispute the charges. I must also now request new cards. This is clearly unethical and fraudulent activity on the part of this company. I wish them to cease and desist from charging my cards (how they got a hold of my Delta **************** card number is a mystery to me, because I never used that card with them). I need to make sure that they never charge my cards or any other account in the future again. They need to remove the charges from my cards. Finally, I want BBB to be aware of this fraudulent activity of this company.

      Business Response

      Date: 08/21/2023

      Thank you for forwarding an inquiry filed by ******************  I have reviewed the details of ******************* dispute and desired settlement, as well as her account information and purchase history with Road Runner Sports.

      Records show that ****************** did reach out in March of 23 to cancel the renewal.  We apologize if our agent did not take the final step in unchecking the renewal box.  Trust, we will take advantage of this training opportunity for the team and it is not our intent to charge for a membership you no longer wish to take advantage of.  We apologize this charge caught you off guard as it would have us to.  Trust, we have cancelled the membership and issued a ***** refund.  You will not be billed moving forward and we will also, again, follow up with our team member(s) for a training opportunity.
      We apologize for any inconvenience this has caused ***************** and we are also confident the action that Road Runner Sports has taken will resolve this dispute to ******************* satisfaction.

      Thank You,
      Road Runner Sports

      Customer Answer

      Date: 08/23/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would add that they also review the practice that if a credit card rejects a payment, that they should not automatically charge another card without first reviewing or checking in with the client. To insist on charging different cards is also unethical.

      Regards,

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

       

    • Initial Complaint

      Date:08/18/2023

      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.
      I signed up for the *** membership because it offered a 90 day guarantee. No where did it say that this was for store credit if I actually wore the shoes. I bought shoes on 8/12, received them on 8/17, wore them for one hour on 8/18 and brought them back the same say because they hurt and was told that I was only eligible for a store credit. This is not the same as a guarantee and it is false advertising. If the policy is only to provide store credit for returns then they need to make this clear in the program description. I don't ever want to shop with them again, but now I have a massive credit that I need to use.

      Business Response

      Date: 11/09/2023

      Dear BBB,

       

      We have received a complaint from *********************** regarding the policy on returns and exchanges.  The *** Membership has always granted the customer a perfect fit promise, encouraging the customer to try shoes and if they are not satisfied with fit or performance, they may exchange for a different item.  This information has been posted on our website and *** membership details since the inception of the program.   ***********************************************************

       

      After review of ******* purchase history, we can see that Road Runner Sports did accept her return and as under the policy details have offered a store credit which ****** has accepted and used.  We are confident this action resolves this dispute to the customers satisfaction.

       

      Thank you,
      *************************

      Director of Customer Experience

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

    • Initial Complaint

      Date:08/15/2023

      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.
      My credit card was charged $69.99 for a renewal of a membership which I did not authorize. I did try to contact them twice to cancel for a refund but never received a response back. I also made a purchase in store which I wanted to use my $21.25 rewards points for and was not allowed to do so. All in all I would like $69.99 plus $21.25 refunded back to my credit card and I would like to cancel the membership with this business.

      Business Response

      Date: 08/21/2023

      Thank you for forwarding an inquiry filed by Ms **** I have reviewed the details of Ms **** dispute and desired settlement, as well as her account information and purchase history with Road Runner Sports. 
      Records show that Ms *** was renewed in Feb 23, ***** for her annual membership.  Records also indicate Ms *** placed an online order 5.3.23 using her rewards cash along with her VIP membership benefits. Ms *** also utilized her membership to place an online order 8.9.23 where she received her discount and applied earned rewards cash as a member.  Ms *** made contact with our email team on 8.15.23 and we were able to refund the ***** Ms *** had earned as a member towards her purchase.  It is not our intent to charge for a membership our customers will not or have not taken advantage of.  As Ms *** has actively used her membership discount and rewards cash towards her purchase(s), we will not be able to offer a full refund for the ***** renewal.  We will however, cancel Ms **** membership effective immediately and she will not be billed moving forward. Ms *** will receive a pro rated refund of 35.99. Again, Ms *** will not be billed moving forward unless she opts back in the membership down the road.

       We apologize for any inconvenience this has caused Ms **** and we are also confident the action that Road Runner Sports has taken will resolve this dispute to Ms **** satisfaction.

      Thank You,
      Road Runner Sports

      Customer Answer

      Date: 08/23/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** How

       

      Customer Answer

      Date: 02/27/2024

      On Feb. 8 I was charged $69.99 to my credit card. I already cancelled this membership several months back and told them I no longer wish to participate. I do not EVER want to shop or be a member at this store again. I am requesting and immediate refund. This is the second time i have had to contact BBB.

      Business Response

      Date: 02/27/2024

      Thank you for an opportunity to respond to this dispute.  Road Runner Sports is committed to customer satisfaction and will provide any action in good faith, that will lead to a successful resolution of this dispute.  Upon research of the customer's account history, it does show that there was in fact a cancellation request submitted by the customer in August 2023, which ended the *** Platinum membership, an upgrade from the customer's existing Rewards ********************** enrollment. The Rewards membership remained active at that time and the renewal of the Rewards membership continued on as scheduled, which is why the customer received a charge of $69.99 on Feb 8 2024.  If this was not the customer's intention, we apologize for the confusion and inconvenience.  The customer made contact with ********************** on Feb 8, 2024, the same day of the renewal charge, and submitted a cancellation request.  That request was completed per request, along with a refund of the $69.99 charge.  The customer's ********************** is closed and no future charges will be applied.  We are confident that this explanation and action satisfies the customer's desired settlement and will bring a satisfactory resolution to this dispute. 

      Thank you

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

      Road Runner Sports

    • Initial Complaint

      Date:08/11/2023

      Type:Billing 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.
      Many years ago I agreed to a yearly fee with this company to get a discount on a purchase. At the end of that year I cancelled my subscription as it was no longer needed. Literally almost EVERY YEAR since they continue to charge my credit card and EVERY YEAR I have to call and contest the charge and tell them to cancel my account. This is beyond negligent at this point as it's been going on for more than 5 years. This is outright fraud and needs to be stopped!

      Business Response

      Date: 08/14/2023

      Thank you for forwarding an inquiry filed by **************  I have reviewed the details of Mr ****** dispute and desired settlement, as well as the account information and purchase history with Road Runner Sports.

      Records indicate ************* has opted in and out of our VIP membership over the years and has received the appropriate discounts and refunds upon cancellation. We apologize this recent renewal caught ************* off guard. Records indicate ************* was able to speak with a Road Runner Sports Phone agent on 8.11.23 to have the most recent renewal cancelled and refunded.  ************* will not be billed moving forward unless he ops back in down the road as it is not our intent to charge for a membership you are unable to, or do not wish to take advantage of.
      We apologize for any inconvenience this has caused ************* and we are also confident the action that Road Runner Sports has taken will resolve this dispute to Mr ****** satisfaction.

      Kind regards,

      Road Runner Sports

      Customer Answer

      Date: 08/15/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Of note, I would like to add that while the business claims that I had opted into that service, the purchase they mention which qualified me for that charge was not made by me or anyone else in my household. I had also requested the preceding two years that my account be cancelled and removed from their system. As long as I am no longer charged by this organization I am satisfied with the outcome. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    Road Runner Sports Inc is NOT a BBB Accredited Business.

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