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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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Road Runner Sports Inc has 52 locations, listed below.

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    Customer Complaints Summary

    • 178 total complaints in the last 3 years.
    • 55 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:11/23/2022

      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.
      I canceled my membership to roadrunner sports a year ago. I just got a charge on my account for $49.99. I called to get it removed and to cancel again! They didn't even answer the phone and there was not even a recording. In addition, I didn't even get a notification that the amount was withdrawn. Nothing on email, Nothing in the mail.This is the information from my checking account Nov 17, 2022 PAYPAL INST XFER ROADRUNNERS WEB ID: ********** ACH debit -$49.99 When I look at my account at roadrunnersports, you can't even find this information on their site. Oddly, I didn't even get a notification from Paypal. I get a notification from every other transaction I do through paypal, recurring or onetime. I just want my $49.99 back. I want my account to be actually canceled this time. And I want them to answer the phone during their posted business hours.Thank you very much for your help.

      Business Response

      Date: 11/23/2022

      Thank you for forwarding an inquire filed by ****************

       

      I have reviewed the details and desired settlement.  We apologize *************** has been unable to reach ** during our normal business hours 6 am - 7 pm (pst) m -  f 8 am - 5 pm S- S (pst) at our ************ to cancel her membership.  We have been staffed, however, during this time of year, we do have a pretty continuous flow of calls.  We appreciate *************** reaching out here so we could cancel the membership.  *************** should have also received email notification and a mailer concerning the renewal.  Per ******************* request, we have cancelled the membership and issued the ***** refund back to her paypal account.  She should see this in a few business days.  *************** will not be billed moving forward.  Should she decide to join at a later date, she would be more than welcome too.

      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.

       

      We hope this helps,

       

      Road Runner Sports

    • Initial Complaint

      Date:11/21/2022

      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.
      The Road Runner company has apparently been charging my credit card annual fees for the past three years. Ive only become aware of it in the last month. Their 800 number does not work from outside of the US and I have tried to cancel the charges by email and have received no reply. I cannot go into a store because I am not in the US. I asked a family member in the U.S. to call the number on my behalf and they have waited and waited and waited for someone to pick up on several occasions. I have tried to login on the website, and that is not possible either. I want them to refund the charges from last three years and stop charging me again this year. I think I bought one pair of shoes from this company several years ago and cant believe they have been charging me an annual membership fee ever since. This is predatory behaviour.

      Business Response

      Date: 11/22/2022

      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 *********** has been unable to reach us to cancel the membership.  It is not our intent to charge someone for a membership they are unable to take advantage of.   As the credit card number from the previous 3 years renewal is encrypted, we will make arrangements with *********** to gather the credit card information and process the refunds accordingly.  ************* membership has been cancelled and a ***** refund should reflect in 3-5 business days if not sooner.  This is the first year of the ***** charge.  *********** will not be billed moving forward.  The previous 3 years, *********** has been charged ***** and we will take steps to ensure *********** is refunded correctly.  Our phones have been busy, however, we have staffed back up and if ************* relative could reach out to us at ************ with the credit card information, we will be happy to note ************* account to process the refunds accordingly.

      We apologize for any inconvenience this has caused *********** and we are also confident the steps Road Runner Sports has taken and will take will resolve the issue to ************* satisfaction.

      Kind Regards,

      Road Runner Sports

    • Initial Complaint

      Date:11/18/2022

      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 have been a Road Runner Sports VIP customer for many years, but had a problem with my renewal last year (2021) where the credit card in my wallet was not charged and an old credit card I no longer associated with my account was charged in the auto-renewal program. I called to get it fixed and thought it was resolved, but this year, on autorenewal time - once again the system tried to charge an old-outdated credit card I no longer associated with my account. I called again this year (on 11/15) and the person assured me this time they had cancelled and reset up my VIP account with the correct card. 3 days later (11/18) I get another fraud alert notice from yet another old card of mine that I perhaps used once more than 5 years ago in one store (and never associated with my account) that Road Runner Sports had tried to charge my membership to that card again...and I see that the correct card now has a second charge on it. I called back today (11/18) and in addition to not getting a supervisor when I asked, or a number to contact one, I was told that this will happen with their system that if a charge is declined it will try other cards that have been associated somehow with my name - even though I have no way of seeing what cards and transactions from how many years ago they may include in that attempt. This is causing fraud alerts and I have significant security concerns for the storing of credit cards with their system.

      Business Response

      Date: 11/23/2022

      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 for the delayed response as we wanted to look into this further.
      Records show that *************** has been contacted by a Road Runner Sports Supervisor for a resolution.  We apologize for any confusion and concerns surrounding the credit card and annual renewal fees.   Our site is in fact very secure.   We understand *************** is satisfied with the resolution our Supervisor has recommended and proceeded with.

      We would like to thank *************** for being a loyal customer and we are also confident the actions Road Runner Sports has taken will resolve the dispute to Ms ******* satisfaction.

      Kind Regards,

      Road Runner Sports

      Customer Answer

      Date: 11/23/2022


      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 was in fact contacted by someone from the business yesterday and had relayed that I had filed this request as well and would respond to it in kind as I finally reached someone who could resolve the issue.

      Regards,

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

       

    • Initial Complaint

      Date:11/15/2022

      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.
      I pre-ordered a pair of shoes that within one week of casual wear the fabric began to fray at the reinforced toe. I emailed customer service which promised a 48 hour turn around. After no response four days later I called and spoke to a customer representative who had me EMAIL a picture. After review she stated she would email a label within 24-48hours and helped me Re-order a new pair of shoes at another $151.15. The label to return the first pair of shoes never arrived in my email or spam folder. So I called customer service again 3 days later who after a long conversation asked me to email her a picture so she could talk to her supervisor. I again I emailed the picture and was told this time that I could not return the shoes BUT if I wanted to pay monthly and become a VIP member that they would make an "exception". I wore these shoe for 10days and roadrunner would not accept return. Online it says they accept returns up to 30days. There is NO WAY given this situation that I would ever become a VIP when they dont live up to their 30day return policy especially on a a defective item.

      Customer Answer

      Date: 11/18/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 18407234, 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:11/09/2022

      Type:Order 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.
      Signed up for a membership with this company in 2017. Canceled said membership within the year to prevent being charged for ongoing membership. My card has been charged every year since despite repeatedly contacting customer support to confirm that my ********************** is not active and requesting that they remove all credit card information they have on file. I have once again been charged for membership on 10/25/2022. I have filed a fraud claim with my credit card company, but am tired of having to do it every year and receiving no help from Road Runner Sports.

      Business Response

      Date: 11/11/2022

      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 ******************* last purchase with Road Runner Sports was in June, 30 2018 in our Berkeley retail location.  We do not dispute ******************* has been charged the annual fee since then and we thank him for providing the email correspondence from 19. It should not have been the intent to continue to charge for the membership.  After careful review, it appears the membership was not cancelled/refunded correctly, and we sincerely apologize.   We also do not currently have ******************* email address on file.  We apologize if ******************* has been unable to reach out to our ************ for resolution as our phone lines have been busy.

      We have cancelled the membership from renewing moving forward and ******************* can look forward to the following refunds in a timely manner. ***** 22, ***** x 3 21, 20, 19 and ***** for 18.  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

    • Initial Complaint

      Date:10/19/2022

      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.
      This company charged me $49.99 for a VIP membership that I never signed up for. When I try to call, no one ever answers. When I email, no one responds.

      Business Response

      Date: 10/22/2022

      Thank you for forwarding an inquiry filed by ***************. I have reviewed the details of Ms ******  dispute and desired settlement.

      We apologize it has been a challenge for *************** to get through via our phone channel to resolve the renewal charge.  Our records do indicate *************** was able to make contact with us on 10/19/22 via our phone channel and our agent was able to cancel and process the refund of $49.99.  *************** will not be renewed moving forward for this membership and she is more than welcome to rejoin at a later date.  We do see ** ******* purchase history with ** and see that she periodically shops with us.
      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:10/13/2022

      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.
      The Road Runner company continues to charge my credit card annual fees that I have not authorized. I have tried to cancel the charges by writing and through there very long wait time VIP Family toll free #. They are not picking up. I tried to login on the website, and there is no way to resolve this either. I want them to refund the charges from last year and stop charging me again this year. I am now on hold with them again (25 minutes and still waiting). The main issue is that i have already cancelled this 2x. I have moved. I have changed my credit card. Yet they have got a hold of my new address and are sending me VIP reward letters without me opting in or ordering anything. This is not acceptable. I used to love running and buying their shoes in store many years ago, but now I will never ship their again and continue to share my experience with family members until they resolve this.

      Business Response

      Date: 10/14/2022

      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 ***************** has not been able to get thru via our phones.  Records show ***************** voluntarily enrolled our $1.99 6 Month trial VIP Membership via our online site 5/31/21.  Ms ******** first renewal of ***** was on 11/16/21.  ***************** has yet to be charged a renewal for 22.  We will cancel the membership to ensure it will not renew.  We have also refunded ***************** the ***** via paypal (original payment method) 10/14/22 for the 11/16/21 renewal.  ***************** can rest assured the membership has been cancelled and she will not be billed moving forward.  ***************** might still receive a few VIP mailers until the system has fully updated with the cancelation.
      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:10/05/2022

      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'm trying to cancel my membership but they only allow you to do this via phone, and no one ever answers the phone. You are on eternal hold with the **** we know wait times are long..." and then the dreaded music. They continually charge my card ***** for the last three years. There is no way to cancel in a store, and there is no way to cancel on line.

      Business Response

      Date: 10/10/2022

      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 ***************** was able to contact Road Runner Sports to have the membership cancelled and the refund of ***** applied on 10/5/22.  This was the first year of the ***** charge. We apologize our phone lines have been so busy and were doing our best.  Thank you for finding us here.  After reviewing Ms ******** history with us, we will also be refunding 21 and 20s renewal fees of ***** each = ***** x 2.  She should receive these refunds in a few business days.  ***************** will not be renewed 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

    • Initial Complaint

      Date:10/05/2022

      Type:Delivery 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.
      Order #*********. Date of transaction 9/7/22. Ordered from this company. They shipped it to a facility in my town for delivery. They never delivered it. Sent it to ********, **. I live in **********. Order status says it is being returned to send for incorrect delivery address. The delivery address on the order is correct. I get that there are problems, but I have been trying to contact them via email and phone for days. Absolutely no response. Nobody answers their phone. Nobody responds to email.

      Business Response

      Date: 10/10/2022

      Thank you for forwarding an inquiry filed by ****************  We apologize *************** has not been able to make contact with Road Runner Sports to resolve the shipping issue.  *************** is correct, our courier could not complete the delivery as it was addressed,and the order has been returned to Road Runner Sports.  *************** has been refunded in full for her purchase.  If *************** would like to give our order line ************ a call to place a new order, trust we have agents standing by.  She is also welcome to replace the order via our website if she would like.  We will be happy to note the account to expedite the order at no additional cost.

      We apologize for any inconvenience this has caused *************** and are also confident Road Runner Sports can deliver product in a timely manner.

       

      Kind regards,

       

      Road Runner Sports

    • Initial Complaint

      Date:10/04/2022

      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 had a VIP Family membership account with Road Runner Sports, **** My last transaction with their *********, **, location was on 11/23/2019. I called their customer service number on 12/13/2019 at 3:40 PM and cancelled my account.However, they continued charging my credit card account for the annual fee of $39.99 for three years (2019, 2020, & 2021). While stranded overseas for 6 months starting January 2020 due to COVID-19 related flight restrictions, I could not review my credit card account statements for December 2019 that was available in January 2020. As, my account was closed, I did not monitor any subsequent charges by this vendor. At the time, I was not aware that they repeated the erroneous charge in 2020 and 2021.I sent an email on 12/19/2021 to them notifying the cancellation of my account in 2019 and asking to cancel the account and refund the erroneous charges. Upon getting no response, I called their customer service number on 12/23/2021 at 11:00 AM and repeated my request to mitigate the issue. However, they credited on 12/24/2021 only the last charge (for 2021) of $39.99 although I reiterated during the phone conversation to refund the remaining two years. To sum up, Road Runner Sports owe me $79.98.When the Office of the Attorney General of the ***************** interfered in the claim, ********************************** ******** Customer Experience informed on July 15, 2022 that Road Runner Sports had cancelled my subscription and issued a refund of $119.97 to the original credit card charged. This statement is wrong. Road Runner Sports owe me $79.98 as stated above.Attached please find copies of Receipt dated 11/23/2019, my email dated 12/19/2021, and the response from the Sr. ******** Customer Experience.

      Business Response

      Date: 10/06/2022

      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.
      We do not dispute Mr ******** claim and we apologize for the inconvenience.  It was not our intent to charge ***************** for a membership he was unable to take advantage of.  Road Runner Sports has made arrangements to ensure ***************** is refunded for any outstanding membership renewals he is owed. 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

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