Business Profile

Sporting Goods Retail

Road Runner Sports Inc

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Complaints

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

Customer Complaints Summary

178 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:08/01/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 charged my credit card ***** for a membership that I cancelled. This is the second time this has happened.
Business Response
Date: 08/02/2023
Thank you for forwarding an inquiry filed by ************ I have reviewed the details of ************* dispute and desired settlement, as well as his account information and purchase history with Road Runner Sports.
Records show that *********** had joined our **** 1 year promotional offer in August of last year 22 when he purchased 2 packs of socks at our Cherry Hill ****** location. The membership does renew after the first year at *****. *********** is correct that he has opted in and out of our VIP membership in the past and has been refunded accordingly. Records indicate *********** was able to speak with one of our phone agents on 8.1.23 to have the ***** membership fee cancelled and refunded. *********** will not be billed moving forward unless he opts back into the membership down the road. 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: 08/05/2023
I spoke to an associate at Road Runner as their communication stated. The charge on my card was still pending at that point. I asked them to rescind the charge completely since it was not yet posted. They agreed to do so. I thought the matter was closed but I received an e-mail on 8/4/23 stating that my membership had been renewed. I checked my credit card statement and I had been charged *****. But previously I had also been refunded ***** from RoadRunner. So even though the net effect of the transaction is ****, I do not want to be a member of the RoadRunner VIP Family Membership. I no longer wish to patronize their business in any way shape or form. I just want a complete cancellation of my membership so I do not have to contact them.
Business Response
Date: 08/08/2023
Thank you for forwarding the response by ************
As the renewal emails are automated, our systems did not have a chance to catch up. We apologize the timing was off on the renewal email letter. We're glad *********** received it. Records do indicate the membership has/had been cancelled/refunded and *********** will not be billed moving forward.
We hope this helps and resolves the dispute to *************** satisfaction.
Kind regards,
Road Runner Sports
Customer Answer
Date: 08/08/2023

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:07/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
They never explained to me that I'd be subscribing to their paid membership (VIP Platinum, etc.), which renews at $100 a year. The clerk obviously gets an incentive when they sign people up, and charges are made at a later time, therefore they quickly sign people up, without ever explaining to customers that they'll be billed at a later time. Fortunately, they gave me a refund for the $100 charged this time around, but turns out that i had been signed up for, and paid $60 the year prior.It's a pretty sneaky practice, if you ask me.
Business Response
Date: 08/04/2023
Thank you for forwarding an inquiry filed by ************ I have reviewed the details of Mr ***** dispute and desired settlement, as well as his account information and purchase history with Road Runner Sports.
Records show that *********** voluntarily enrolled in the *** memberhip during his initial purchase 8.14.21 when he purchased a pair of running shoes from our San ****** Retail location. Records show *********** shopped with us again on 1.15.22 where he used $25.85 in rewards cash he had earned as a *** member towards the purchase of a pair of shorts. During that transaction, records indicate *********** upgraded to *** Plus for our introductory rate of $0 dollars. Free trail membership. Mr ***** Rewards Plus membership renewed at ***** on 8.12.22. Records indicate *********** made a purchase in our retail location on 7.15.23 where he used the Rewards cash of $37.94 he had earned as a Rewards Plus member towards a pair of running shorts. At that time, we show our agent did enroll *********** in our *** Platinum program for our introductory program for $0 fee. We apologize if our agent did not inform *********** the Anniversary date of the membership would not change for ************************ we will follow up with our agent(s) concerning this. We do see *********** reached out 7.31.23 and was able to cancel the *** Platinum membership and receive a refund for the 99.99. As *********** actively used the benefits of the 10% off savings along with utilizing his rewards cash earned while being an active *** member towards his purchases, we unfortunately,would not be able to offer a refund of the *****. It is not our intent to charge for a membership our customers are not able 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.

Thank You,
Road Runner Sports
Customer Answer
Date: 08/04/2023

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:07/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 July 23, 2023 I saw a pending transaction of $49.99 from Road Runner Sports on my debit card. I never signed up for a VIP membership with Road Runner Sports and was not aware that they even had a membership. The last time I purchased shoes from the store was in Aug 5, 2022. I had to call my bank for fraud and get my card cancelled which was an inconvenience.
Business Response
Date: 07/24/2023
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 indicate ******************* did in fact make a purchase at our Concord retail location. We hope she enjoyed her visit. At that time, we show ******************* had been enrolled in our VIP savings club which saved her over 20% off her first/initial purchase with us. We always offer added discounts for joining our membership along with our generous return policy to ensure our members are perfectly satisfied with their purchase. We apologize the team member that helped ******************* during her check out did not explain our membership details thoroughly and we will follow up with a training opportunity. It is not our intent to charge for a membership there is no intent to utilize. We apologize the renewal caught ******************* off guard as it would have us too. ******************* can feel confident we have cancelled the membership and issued a ***** refund back to her credit card. ******************* will not be billed moving forward.
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.

Kind regards,
Road Runner Sports
Customer Answer
Date: 07/26/2023
To Whom It May ********************** accept the outcome of the dispute but I DO NOT accept the language used in response. First of all, I am aware that I purchased shoes from Road Runner in 2022. That is why I attached a picture of my transaction. Second, I DID NOT authorize to be signed up for the *** membership at all. I was informed that there was a store discount on the day I purchased shoes and it was only for certain styles of shoes. I specifically selected the shoes with the discount. If the discount was based on having an active *** membership, then that would be a deceptive business practice since I was never informed that was the case. In addition, I do not even have a record of being enrolled in the membership. Nothing appears on my receipt, in my email, and I do not even have an online login account to the store website. Third, it seems that many individuals besides myself are encountering the same issue with hidden membership fees popping up on their bank accounts without authorization.
Even though you have confirmed that my membership is cancelled, I no longer have trust in the organization. Telling me in the response that my membership is cancelled is not adequate proof in case another issue arises. Please send me evidence that this auto renewal membership has been cancelled.

Business Response
Date: 07/28/2023
Thank you for forwarding the response by ********************
It is not our intent to mislead our customers into a membership they are not going to take advantage of or wish to be a part of. We do not dispute there were and can be added discounts on certain brands on the day ******************* made her purchase. Our agent fell way short in explaining the membership fee and renewal and again, we will take advantage of this training opportunity for the entire team. ******************* should receive a email from our email team with the cancelation of the membership and no future charges. This should serve as an official record for ******************* as it will also include her Road Runner Account#. Our phone lines are ****** - F 6 am - 7pm (pst) and S-S 8 am - 5 pm (pst) and we are always happy to try and help via phone as well.

We hope this helps.

Road Runner Sports
Initial Complaint
Date:07/17/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
Clearly signed up for only one year membership, and it was made recurring. Annual membership continues and cannot be canceled. Process to cancel is a difficult phone call, hard to reach anyone, which we made, and the charges continue to appear.
Business Response
Date: 07/18/2023
Thank you for forwarding an inquiry filed by ************** I have reviewed the details of ************* dispute and desired settlement. Unfortunately,I am unable to locate an account with the information provided to Road Runner Sports. We apologize if ************* only wanted the membership for one year and the renewal caught her off guard. It would have us too. If ************* could contact our ************, we would be able to search the credit card information to ensure ************* membership is cancelled and refund(s) issued as needed. 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.
Kind Regards,
Road Runner Sports
Initial Complaint
Date:07/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 salesperson told me I could not buy sneakers unless I paid $20 for a membership.He said We are a membership store. I walked out. This must be against the law.
Business Response
Date: 07/11/2023
Thank you for forwarding an inquiry filed by **************************** We apologize for any confusion as we are not currently a membership only store. We do highly recommend joining our VIP membership as we offer discounts, Rewards cash back and as a VIP member we also have a 90 day trial period if a VIP member tries shoes and they dont work out, our VIPs can exchange the worn shoes for a different pair that *** work better. *************************** is more than welcome to shop and purchase as a non club member, instore, or by giving us a call on our sales line at ************, however, there would be no added discounts and the return policy would be for 30 days completely new and unused for a return or exchange like most stores. *************************** can ********** us know shes not interested in joining the membership at this time.
We apologize for any inconvenience this has caused *************************** and are also confident this explanation will help resolve this concern.

Kind Regards,
Road Runner Sports
Initial Complaint
Date:07/06/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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.
An unauthorized charge for $49.99 on my Mastercard from Roadrunner Sports on 05/27/2023. I have not made any recent purchases from this vendor. My last purchase was several years prior, and I suspect there has since been a data breach.
Business Response
Date: 07/07/2023
Thank you for forwarding an inquiry filed by ************** I have reviewed the details of Ms ****** dispute and desired settlement. We have cancelled the membership and reversed the ***** charge. We apologize if this caught ************* off guard as it would have us too. ************* should see this refund in a few business days and will not be billed moving forward.
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
Customer Answer
Date: 07/11/2023

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:07/04/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 June 16, 2023 we were charged $49.99 from Road Runner Sports, we did NOT purchase anything from them. Upon calling the credit card company we were told that we were charged $49.99 on June 15, 2022 also from Road Runner Sports. We DID NOT sign up for anything from them. This is fraud! We want our $99.99 refunded IMMEDIATELY to our card.
Business Response
Date: 07/06/2023
Road Runner Sports has contacted customer and issued refund and cancelled ********************** to meet customer's desired settlement. We are confident this action will lead to satisfactory resolution.
Thank you
**********************;
Road Runner Sports
Initial Complaint
Date:06/23/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 shoes last summer . At that time I was asked if I want to join the vip club. I specifically asked if there was a charge and was told no! Now I have a charge of$69.99 on my debit card , and when I phoned the company I was told they have no record of my email or phone number and I am now stuck with a charge which they cannot find . Please help me. I am a senior on a fixed income. That is a lot of money for me. Thank you
Business Response
Date: 06/27/2023
Thank you for forwarding an inquiry filed by **************** I have reviewed the details of Ms ******* dispute and desired settlement. Unfortunately, we are unable to locate an account with the information provided to Road Runner Sports. This seems to be a membership renewal. If *************** could contact our ************ we would be able to search the credit card information to ensure Ms Merzel will be cancelled and refunded accordingly. If Ms ****** 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 Ms ******* satisfaction.
Kind regards,
Road Runner Sports
Customer Answer
Date: 06/28/2023
Thank you for your response. If there is no account how is it possible to charge my credit card ? Thats unacceptable !!
Business Response
Date: 07/03/2023
After further research and discussion with the customer, we the business successfully located the customer's account that was charged. To rectify this complaint, we the business issued a refund of $69.99 back to ******'s bank card. With the holiday weekend, please allow an extra business day or two for the bank to complete the processing, however RRS has completed the action to make this customer satisfied.
Thank you,
**********************;
Road Runner Sports
Customer Answer
Date: 07/20/2023

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:06/19/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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 just noticed a membership charge for $49.99 on my credit card. I absolutely did not sign up for this membership. I have never even been in your store. You did the same thing to my wifes credit card a few years ago. At that time I contacted RR Sports directly and they had no record of the charge on their end. Yet there it was on her CC. Our CC put a block on you as a merchant because it happened 3 years in a row. And now you have my CC! Would love to hear how you think I signed upfor this membership that Ive already been painfully aware of. Sheisters!!
Business Response
Date: 06/21/2023
Thank you for forwarding an inquiry filed by **************** We were able to locate Mr ******* account and have reviewed the purchase history with Road Runner Sports. Were glad *************** was able to get his wifes account resolved. According to our records, the last purchase made beside the renewals was for a ****** running top in 2011. It is not Road Runner Sports intent to charge for a membership our customers do not wish to take advantage of. Were glad *************** reached out for a resolution, and we only wish he would have done so sooner. The renewal rates have increased over the years, $24.99 with ***** being the highest for this membership level. *************** can count on being refunded the years the membership benefits were not utilized 2012 2023. *************** can also rest assured he will not be billed moving forward.

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: 06/23/2023

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,

***********************
Initial Complaint
Date:06/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 been charged for a VIP membership I have never signed up for. I noticed the charge on 3/24//23 for $49.99. Looking back at the charges I see they also charged me $39.99 for a membership on 3/25/22. I bought one pair of shoes from this company when I was visiting from out of town on Oct 7, 2021. I never authorized to join any membership, I dont even live in the area that has these stores. Then 6 months later Im signed up for an annual membership. This is fraudulent business practice and I would like a refund for $89.98.
Business Response
Date: 06/21/2023
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 indicate ******************* was able to speak with a Road Runner Sports Phone agent on 6.19.23 to cancel the membership as well as receive refunds for the year(s) ******************* was unable to take advantage of the membership benefits. Were glad she reached out! It is not our intent to charge for a membership our customers are not interested in taking advantage of. ******************* should see the following refunds within 3-5 business days if not sooner: *****, $41.66 and **** back to the card ******************* provided to our phone agent. ******************* had joined our membership on the initial purchase made in our retail location on 10.7.21. ******************* will not be billed moving forward for the membership.

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

Kind regards,

Road Runner Sports
Customer Answer
Date: 06/26/2023

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,

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

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Road Runner Sports Inc is NOT a BBB Accredited Business.