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:06/07/2023
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.
I have been receiving fraudulent charges for VIP services that I never signed up for and road runner refused to refund the full amount.
Business Response
Date: 06/12/2023
Thank you for forwarding an inquiry filed by **************** I have reviewed Mr ******* account and purchase history with Road Runner Sports. Records indicate *************** shopped in our retail location in 17 and made a very large purchase. At that time, *************** signed up for our VIP rewards plus membership. We apologize if the membership renewal details were not explained at the time of purchase. Records also indicate *************** has not shopped with us since the initial purchase. It is not our intent to charge for a membership you are unable or no longer wish to take advantage of. We apologize our phone agent didnt reach out for a second opinion surrounding Mr ******* account. Records show *************** made contact with Road Runner Sports on 6.7.23 to cancel the annual membership. At that time, the agent issued a prorated refund. *************** can count on the following refunds in 3-5 business days to satisfy the refund/renewals: 18, 19 44.99 x 2, 20, 21, 22 59.99 x 3. *************** was partially refunded for ***** for 23s renewal and we will process a refund of ***** to satisfy 23s 69.99 renewal rate. We appreciate *************** reaching out so we could help. *************** will not be renewed moving forward.
We apologize for any inconvenience this has caused *************** and we are also confident the steps Road Runner Sports has taken will resolve the dispute to Mr ******* satisfaction.

Kind Regards,

Road Runner Sports
Initial Complaint
Date:05/30/2023
Type:Billing 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.
I was billed for a membership from road runner sports that I never signed up for. They charged my card illegally. And its a reoccurring charge.
Business Response
Date: 06/01/2023
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. This seems to be a membership renewal. If *************** could contact our ************ we would be able to search the credit card information to ensure *************** will be cancelled and refunded if they would like. 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:05/15/2023
Type:Billing 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.
I recently found an unauthorized PayPal charge for a vip membership from road runner sports. I have never purchased anything from this company and on further review I found multiple charges! A charge in 2022 and a $109 charge in 2021!! This is theft!!
Business Response
Date: 05/17/2023
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 *************** purchased 1 pair of Women's ****** Bedlam 3 shoes along with our **** *** 6 month trial membership on our website on 11/28/21. Billing and shipping to the same information provided in this concern. *************** made contact with RRS on 5.15.23 to have the *** membership cancelled and refunded ***** (current rate). We will be happy to process a refund for ***** for the renewal that happened in May of 22 as *************** did not utilize the benefits. *************** will not be billed for the membership moving forward.
We apologize for any inconvenience this has caused *************** and we are also confident the action that Road Runner Sports has offered to take will resolve this dispute.

Kind regards,
Road Runner Sports
Initial Complaint
Date:04/22/2023
Type:Product 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.
We purchased a pair of shoes 4/24/21 (transaction total $201.50, so you can review your records) from a Road Runner store in *******, **. Unbeknownst to us, we were enrolled in some kind of annual membership without our consent and how have been charged multiple times ($39.99 on 4/11/22 and $49.99 on 4/10/23). We would like all the charges $89.98 total to be reimbursed immediately, and for our records to be purged from all your systems. If we cannot resolve this complaint thru BBB, we will be forced to send an official complaint thru the **************** Attorney General.
Business Response
Date: 04/25/2023
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.

We apologize ************* was caught off guard by the membership and we appreciate her reaching out. Records do show ************* made a purchase for shoes and socks in our retail location and was signed up for our membership. We apologize if ************* was not made aware at the time this is an annual membership as should have been described by the agent that processed her purchase. The membership details are also listed at the bottom of our receipt(s) and can be found on our website. ************* should know we have cancelled her membership and issued an electronic refund of ***** for 2023s renewal. As the initial purchase was made in store, Ms ****** credit card is encrypted. If ************* could give us a call at ************ and provide the credit card number, we will also be more than happy to refund the ***** membership fee from 2022. Notes have been placed on her ********* account. ************* will not be billed moving forward.
We apologize for any inconvenience this has caused ************* and we are also confident the steps Road Runner Sports has taken and can take will resolve the issue to Mr ****** satisfaction.

Kind Regards,

Road Runner Sports
Initial Complaint
Date:04/17/2023
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.
I have just become aware of unauthorized charges totaling ~$394.92 since 2014. I unknowingly paid these charges.** 2014, after navigating to the Road Runner website and going to the check-out cart, there was the option to have a VIP account for $1.99, something I thought was a one-time fee to receive a slightly lower price on the items that I purchased. There was absolutely no information related to this being an annual membership. In fact, in 2017, I paid another $1.99 when I went to make another purchase, having no idea that I was already being charged an annual fee. Early this morning, I receive notification from my credit card company asking about a fee from Road Runner Sports, which they declined. It was a membership fee. I have just learned that the company has been surreptitiously charging me annually since 2014. In total, I have been charged $394.92. How many other runners have these people scammed? I just went to the Road Runner website which now clearly shows that there is a $49.99 annual fee, but there was no information about an annual membership fee back in 2014 or 2017. I would like the $394.92 refunded.
Business Response
Date: 04/22/2023
Thank you for forwarding an inquiry filed by ****************** I have reviewed Ms ******** account and purchase history with Road Runner Sports. Records indicate ***************** has very actively used her VIP discounts and rewards cash on her purchases from 2014 until 2021. Her last online purchase was made 1.25.20 where she utilized rewards cash she had earned as a VIP member on her shoe purchase. Records indicate there was a system issue in 2020 and 2021 and ***************** was charged incorrectly for her renewals. Records indicate ***************** made an online purchase in June of 22 and utilized Rewards cash she had earned as a VIP member and also took advantage of the membership discount. There was a membership renewal in July of 2022. In August of 2022, ***************** again utilized her membership and Rewards cash for an online order she had made. Ms ******** last order prior to filing this concern was in Jan 2023, where she utilized her membership discount along with the rewards cash she had earned up til then. ***************** made contact via phone on 4.17.23 and requested her membership be canceled. ***************** is currently in a non membership status and will not be billed moving forward. We apologize for the system issue during 2020 and 2021 when ***************** did not have a chance to shop with ** or reach out concerning the incorrect renewals. ***************** should know we will be refunding the following amounts: ***** x 3, ***** and 59.99.
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 Ms ******** satisfaction.

Kind Regards,

Road Runner Sports
Customer Answer
Date: 04/24/2023
I purchased items on Road Runner thinking that the *** was a one time $1.99 charge. *** has a one time charge, of which I have been a member for over 20 years.
You make the point that I occasionally purchased items from you. However, you have completely ignored the essence of my complain.
Let me reiterate -- In 2014 NOWHERE on your website was there mention of an annual charge. I absolutely did not agree to an annal charge and did not realize that you have been charging me for almost a decade. You KNOWINGLY deceived many Road Runner customers, which is why there was a CLASS ACTION LAWSUIT against the company (eg. ***** vs. Road Runner Sports). You present yourself as a nice family company and you should try to salvage that reputation and live up to maintaining an ethical business standard.
I again and requesting the reimbursement of every one of my membership charges. I never gave authorization for an automatic annual renewal subscription (as you know from the class action law suit). Please do the right thing.

Business Response
Date: 04/28/2023
Thank you for forwarding the response by ******************
Unfortunately, Road Runner Sports has never offered a one time **** VIP lifetime membership. Our customers have to add the membership to cart to check out as an item.
As our website states: To ensure you never miss out on a rewar, your membership will authomatilcally renew each year at the annual rate in effect (CURRENTLY $***** THE FIRST YEAR - PRICES SUBJECT TO CHANGE), and be charged to a valid credit/debit card on file. You may cancel your membership at any time to receive a prorated refund by calling ************. As an example, records indicate the order ***************** placed on 6.12.22, utlized her $20 anniversary Gift that Road runner Sporst sent via email with her yearly renewal letter. Road Runner Sports has corrected/refunded the membership renewal charging errors that occured during the years ***************** did not take advantage of the membership benefits. Again, Road Runner Sports does not dispute there was a technical error with the renewal dates in which ***************** did not have the opportunity to take advantage of the membershp benefits. It is not our intent to charge for a membership our customers are unable to take advantage of. We see the following refunds have posted: 3 x *****, ***** and *****, 69.99. ***************** is currently in a non membership status and will not be billed moving forward.
Kind regards,
Road Runner Sports
Initial Complaint
Date:04/15/2023
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.
I used to love this company. Their reward program was great. However, I have cancelled my membership every year for the past 6 years and continue to get charged. Each time I call to cancel and ask to be removed from their system, I am told that I have been removed. However, I still get emails and still get charged. I have manually removed my email address from my account (that should be closed, but they never do). I have also changed my email address, but they STILL contact me via my old email. I have called numerous times and am always told the same story: Im not sure why that happened. They clearly know what they are doing and are scamming people, hoping they dont pay attention to their credit card records. I have now also manually removed my credit card info for the 4th time from my account. They have another record of it somewhere, because no matter how many times I remove it, I continue getting charged. I would like this business to be honest with their customers and stop giving them the runaround and stop stealing money from people who have asked THE FIRST TIME to stop charging. I will never shop RRS again because of the behavior of their so called customer service.
Business Response
Date: 04/18/2023
Thank you for forwarding an inquiry filed by **************** I have reviewed the details of Ms ******* account information and purchase history with Road Runner Sports.

Records show that *************** has in fact called to cancel and receive a full refund when her membership renews at the normal renewal rate over the last few years. Records indicate *************** has made contact with ** via our 800 number on 4.5.23 and we have cancelled the membership from renewing this year. Again, it would be Ms ******* choice to opt back into the membership as it seems she has done in the past couple of years. Our records indicate *************** has frequented our location(s)/online and over the phone over the last few years to take advantage of the Rewards Cash she earns as a VIP member. We will also reach out to our email team to ensure *************** is opted out of all email correspondence.
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: 04/19/2023
Although RRS thinks and claims that I have renewed my membership, I have not. I have called the 800 number several times and have cancelled in store several times. I do receive refunds when I call to cancel and request a refund every single year. I use the rewards cash (though Im not sure where it comes from, as I do not frequently shop there anymore, only for small accessories once every 6 or so months) because I am told once we cancel, your cash disappears. I do use the free money they give me even though I, in fact, should not even have an account as I cancel it every year and have NEVER asked to ********** it. If someone else has been using my phone number, that is a different issue that is out of my control. However, nobody has my permission to use my phone number for discounts, etc. RRS claiming that I have re-upped my membership is a blatant lie and they know it. They sign past customers up and hope they dont realize the charge on their credit card accounts.
Business Response
Date: 04/25/2023
Thank you for forwarding the response by ****************
We understand ******************* concern and she has been completely opted out of the membership and we have removed the payment method. We're glad *************** has confirmed she has received a refund each time she has to cancel the membershp while using the Rewards Cash towards merchandise. We apologize she has had to take those steps. *************** has been refunded in full for 2023. She will not be renewed moving foward unless the opts back in.
Kind regards,
Road Runner Sports
Initial Complaint
Date:04/11/2023
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.
I noticed on my USAA account that I had been charged $69.99 by Road Runner Sports, but no other details. This is the 3rd time that they have charged my account, once per year, even though we specifically asked them to cancel any membership we have. However, it seems that they refuse to cancel our membership because each year they try to automatically charge us the renewal fee. I would like to have the charge reversed, but also our membership cancelled PERMANANTELY.Transaction Description Road Runner Sports Transaction Amount -$69.99 Authorization Date March 25, 2023 Posted Date March 27, 2023 Original Description ROAD RUNNER SPORTS ************ CA Transaction Type CASH_CARD Card Number 457431******2027 Card Holder ILYNCA M *******
Business Response
Date: 04/12/2023
Thank you for forwarding an inquiry filed by ****************** I have reviewed the details of Ms ******** concern and desired settlement.

Records indicate ***************** cancelled her membership in January of 2020 and received a refund of ***** at that time. Records indicate ***************** revisited our Retail location in April of 2022, purchased a few items, rejoined the membership and paid with cash. We apologize ******************* credit card was charged for the ***** renewal this year as it was still active, but not being charged each year.

***************** should know we will cancel and refund the ***** membership renewal and also remove her credit card completely from our system.
We apologize for any inconvenience this has caused ***************** and we are also confident the actions we haves taken will resolve this dispute to Ms ******** satisfaction.

Kind regards,
Road Runner Sports
Customer Answer
Date: 04/20/2023

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,

Ilynca *******
Initial Complaint
Date:04/10/2023
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.
On 03/19/23 a charge of $49.99 was made on my credit card to Road Runner Sports Inc. Neither me nor my husband has bought anything from this company in recent history and have no idea where this charge came from. It immediately struck me as fradulent and as soon as I searched the company name online I could see this is a scam this company runs. We neveropted into a VIP program and if this company has evidence we did it was done by deception or fraud.
Business Response
Date: 04/12/2023
Thank you for forwarding an inquiry filed by ************** Unfortunately,I am unable to locate an account with the information provided to Road Runner Sports.

We apologize this fee caught ************* offguard. This would be a membership renewal and it is not our intent to charge for a membership they will not want to take advantage of. If ************* would like to give us a call at ************** with a little more information, Road Runner Sports can locate the account and cancel/refund the membership fee.
We apologize for any inconvenience this has caused ************** We are also confident the actions that Road Runner Sports can take once an account is located, will resolve this dispute.

Kind regards,
Road Runner Sports
Customer Answer
Date: 04/19/2023
I'm unclear why the company cannot locate my account. I would like them to make further efforts to locate it rather than sit on the phone for an undetermined amount of time to walk them through it.
It is possible they made the charges under the name, *********************, my husband but either way the mailing address for both of ** is ***************************************************************************************
This should be sufficient to track the charges down.
Business Response
Date: 04/22/2023
Thank you for forwarding ****************** response. We found it and we do see the membership renewal charge. The membership was initially signed up for when a pair of Mens shoes size 9 2e was purchased and you (or the orderer) had signed up for the 6 month **** trial membership. The email address also appears to be under your husband's name, so there should have been renewal emails sent there. As we see no purchases since the inital sign up, it's not our intent to catch you off guard, or charge for a membership you are not taking advantage of. Trust we have cancelled and refunded 2022 (*****) and 2023's (*****) renewals. You will not be billed moving forward and hope this helps.
We hope this resolves the concern to ****************** satisfaction.
Kind regards,
Road Runner Sports
Customer Answer
Date: 04/27/2023

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 also like to note my husband bought a pair of shoes but never knowingly signed up for a membership and has zero interest in that as a product. If somehow he signed up it was done in a duplicitous manner.

Regards,

*************************** *****
Initial Complaint
Date:03/30/2023
Type:Delivery 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.
In October of 2022, I placed an order with RoadRunner Sports for shoes. My order never shipped, so I called/emailed customer service and had my order cancelled. Today, 3/30/23, theres a charge for $50 from them when I havent placed any additional orders or been in contact with them for any reason. This is disgusting behavior and I require not only a refund, but my personal information purged from their system.
Business Response
Date: 04/01/2023
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 ***************** voluntarily enrolled in the *** Rewards Membership 6 month trial membership program via our website on his first order with us. We apologize the initial order had to be cancelled due to inventory. We apologize the renewal caught ***************** off guard and it would have us too. Records indicate ***************** was able to contact one of our phone agents 3.31.23 to have the membership cancelled and refunded. ***************** 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.

Thank You,
Road Runner Sports
Initial Complaint
Date:03/28/2023
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.
Road Runners Sports charged my credit card ***** on 13 March 2023. I did not buy anything from them. My credit card company asked for receipts. However, I dont have any documentation to show that I didnt buy anything from this company or have an account with them. I bought insoles from them over a year ago I think. But nothing since.
Business Response
Date: 03/28/2023
Thank you for forwarding an inquiry filed by ****************** I have reviewed the details of ********************* dispute and desired settlement, as well as the account information. We apologize the membership renewal caught ***************** off guard. It would have us too. ***************** should know, we have cancelled the membership and issued a refund for 69.99. ***************** will not be billed moving forward. At the time of the insole purchase/shoe exchange, our records indicate we had a free promotion to upgrade into our Rewards Plus membership for free. 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

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Road Runner Sports Inc is NOT a BBB Accredited Business.