Complaints

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

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  Road Runner Sports Inc

  5549 Copley Dr San Diego, CA 92111-7904

• 

  Road Runner Sports

  6630 Marie Curie Dr Ste C Elkridge, MD 21075-6402

• 

  Road Runner Sports

  29 NW 23rd Pl Portland, OR 97210-3534

• 

  Road Runner Sports

  7073 SW Nyberg St Tualatin, OR 97062-6240

• 

  Road Runner Sports Inc

  43 S McClintock Dr Tempe, AZ 85288-2223

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:02/28/2025

  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 falsely charged for $99.99. I was at Road Runner Sports once and bought a pair of shoes 2 yrs ago. I specifically asked not to be signed up for anything. They apparently saved my debit card number and charged it. I filed a claim with **************** for an unauthorized charge and had to cancel my card. Now I have to change my info with businesses I am using that card for, like ******* etc. This is unethical and a huge inconvenience. I called the store and they said I am not signed up for anything so what is this charge for?

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to respond to this complaint.  Road Runner Sports has made contact with the complainant and based on customer records located two charges of $99.99 for VIP membership charges.  The original purchase the complainant made was entered in error by the cashier at the store, causing the renewal the membership to be applied incorrectly.   Road Runner Sports has promised to refund apply two refunds of $99.99 to the customer's method payment to reconcile.  Additionally, Road Runner Sports will send a training reminder to Team Members for order accuracy.  Road Runner Sports apologizes for the inconvenience caused to this customer, and is confident this action along with explanation will lead to a satisfactory resolution of this dispute. 

  Thank you

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

  Road Runner Sports

• Initial Complaint

  Date:02/20/2025

  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 runner sports appeared as a recurring charge on my Amex bill for $49.99. I shopped at this store exactly once maybe 8-10 years ago. I have not stepped foot in there since. Several years ago I noticed the recurring charge. I called road runner sports and they apologized and refunded the charge and assured me it would not happen again. Nonetheless it has happened again. This company has many similar complaints online and I am shocked that the BBB has not stepped in to protect consumers. This seems like fraudulent business practices on the part of road runner sports.

  Business Response

  Date: 02/24/2025

  Thank you for the opportunity to respond to this dispute.  Road Runner Sports has made contact with the customer and determined that the customer has two VIP ********************** accounts, one under spouse and one under child.  Road Runner Sports has confirmed that both accounts are have been cancelled and no future charges will apply.  In addition, Road Runner Sports has made a promise to the customer to issue a refund in the amount of $494.88 to reconcile the duplicated membership charges that occured on the customer's credit card.  The customer can expect to receive that as a refund on their credit card within 1-3 business days.  If credit card rejects refund transaction, Road Runner Sports has promised to process the refund in check form, mailed to the customer's address on file.  We are sorry for the confusion and inconvenience, and we are confident this action and explanation will lead to a satisfactory resolution of this dispute.  

  Thank you

  **** Rothwell 
  Road Runner Sports

• Initial Complaint

  Date:02/08/2025

  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.

  1. Placed an order of a "Men's HOKA Speedgoat 6 GTX" on Jan 27th 2025 at Road Runner Sports ****************, with a mixture of store credits (gift card), and exchange credit. Order number *************************. Regretted and called the customer service to cancelled the order on Jan 28th.3. Was promised to get the credit back after 3-5 business days.4. No such credit coming at all. 5. Called on February 4th, was promised that this would be escalated to accounting and get resolved.6. No credit came.7. Called again on February 6th. Mentioned about this. And asked to cancel my VIP membership.On Feb 8th, still no credit came, and my membership still wasn't cancelled.

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to this dispute.  As of 2/10/25, a credit has been issued in the amount of $171.19 to reconcile the customer's purchase that was requested to be cancelled.  That credit can be redeemed in store or via our *********** support at **********. Also, the customer's ********************** has been cancelled per the customer's request.  We are confident this action and explanation will lead to satisfactory resolution of this dispute.  Additionally, Road Runner Sports requests that the customer refrain from using expletives when speaking to our Team.  

  Thank you, 

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

  Road Runner Sports

  Customer Answer

  Date: 02/10/2025

  Please provide me means to use the credit only via online. I only want to deal with your web site now. I do not want to speak to your representative or visit your store.

  Business Response

  Date: 02/11/2025

  I understand your concern, unfortunately that is not systematically possible.  Store credit has to be manually applied, therefore, it can only be used on the phone or in store.  

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

  Road Runner Sports

• Initial Complaint

  Date:02/05/2025

  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 went into the store in ***** the Saturday before Christmas to purchase shoes. They didnt have the pair I wanted in store but said it would be easy to order them online and have them shipped to me. I paid for them with a gift card I had received from returning a pair with the 90 day guarantee. Fine print, you dont get your money back but a gift card. I received nothing about my shoes shipping so around 1/3 or 1/4 I called customer service to get status. I was told they are on back order and would ship by the next day. But instead the next day I received a notice that they would be delayed until 1/9. Then on 1/8 I got a notice they were delayed until 1/16, then on 1/15 I got a notice they would be delayed until 1/23, then 1/30, then 2/6. I called on 1/29 and was upset. I was told they have not received their stock from the company and were waiting. But dont worry you wont be charged. But I had paid in full. My only option was to cancel the order. But I dont have the original gift card. I needed shoes by 2/8. So when I received the notice of 2/6 I knew I wasnt going to get them so I called again. I was told if I needed shoes soon I would have to buy a pair and then cancel the order and get a gift card back. So now I was expected to buy 2 pairs to get a pair of shoes. I cancelled the order and was told 24 hours for a refund. Then I contacted customer service via email and they said a refund would be 3 to 5 business days. Now business day 5 has ended and I still have no gift card and no shoes. At this point I want my money back and would rather not be forced to buy another pair of shoes from them.

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to this dispute. We apologize for any incovenience caused to the customer.  As of 2/5/25, Road ********************** has issued a refund in the amount of $117.81.  Additionally, Road Runner Sports has provided the customer a replaced order of the missing item at no cost.  We are confident this action will lead to a satisfactory resolution of this dispute.  

  Thank you
  **** Rothwell 
  Road Runner Sports

  Customer Answer

  Date: 02/10/2025

  
  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 have received both the refund and shoes. 
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:01/31/2025

  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.

  I bought a scarf from Road Runner on 1/25/23 and returned it on 1/26/23. That is the only purchase I have ever made with Road Runner. I received a credit card alert from my credit union on 1/12/25 for $69.99 for purchase at Road Runner that I never made. I thought that someone stole my credit card information and I had to go through inconvenience of having card discontinued and wait 10 days for a new card. It turns out that Road Runner also charged me this $69.99 for prior year on 1/23/24. This is definitely a scam because I never gave authorization for any type of subscription or rewards program. Road Runner charged me twice the exorbitant amount of $69.99 when I never signed up for anything. I am requesting a full refund for these two charges of $139.98.

  Business Response

  Date: 02/03/2025

  Thank you for an opportunity to respond to this dispute.  The customer was indeed charged for a renewal year for the VIP rewards program on Jan 11, 2025.  This is not a fradulent charge, it is valid as it accompanied an optional enrollment.  The customer made a purchase on Jan 25, 2023 while making a purchase in the Road Runner Sports store in ***************, ***  At the time of checkout, the customer was presented an opportunity to join the VIP Rewards Membership, which provides the customer with discounts, an expanded return policy and earned Rewards Cash.  The customer must complete enrollment by clicking an opt in box and digital signature on the card reader terminal.  The customer was provided a detailed sales receipt that specifies enrollment of the VIP rewards membership, as well as details of the automatic renewal and steps to cancel.  To date, the customer was charged ***** on 1/**/** and ***** on 1/11/25, and the customer's account has accumulated ***** in earned Rewards Cash.  Road Runner Sports sent several communications to the customer's email address provided that detail the enrollment, the earned Rewards Cash, reminders of the upcoming renewal charges and confirmation of successful renewals. The customer has not made any additional purchases nor redeemed any of the Rewards Cash earned.  To rectify this dispute, Road Runner Sports has cancelled the membership, and refunded the 2 renewal charges of ***** each. Those refunds have been submitted and subject to their banking procedures, please allow 1-3 business days to post to the customer's method of payment.  We apologize if the customer did not remember making this enrollment and we are confident this explanation and action will lead to a satisfactory resolution of this dispute.  

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

  Road Runner Sports

• Initial Complaint

  Date:01/24/2025

  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.

  Exchanged purchased shoes in store, and ordered a new pair of shoes. The order was never placed on the account. I called that night to ask why, I was told to call back monday and be patient. I called monday to the customer service number, and they told me to wait one more day and call. On tuesday I called multiple times about my order, and finally found out there was a "glitch" with my order transfering from the store to their online system, but they were working on it. Called back to check Wednesday and was told the same thing. I asked to speak to a manager and was hung up on. I called again, and was transferred to a voice mail. Finally spoke to a manager, who assured me she was working on it, and told me another manager would contact me the next day. Called the next day when I did not receive a call, and was told their system was down. Tried calling an hour later and spent 1 hour on hold, then they were closed. Called back today (friday) four times. The first time, i was put on hold when I asked for a manager then hung up on. The second time I was transferred to a voicemail. I then called the store location I ordered the shoes from and they called customer care. The store manager later called me back and said that they were going to cancel my order. I called the customer care number again, and was told I had to wait "72 hours" to hear back from someone and she would not be giving me a status update. I still do not have the item I paid for, and have no clue what is happening with it.

  Business Response

  Date: 01/27/2025

  Thank you for the opportunity to respond.  Records show that a Supervisor was able to connect with the customer, confirm that the correct order was submitted to the customer's satisfaction.  We are confident this action will lead to a satisfactory resolution of this dispute. 

  **** ********
  Road Runner Sports

• Initial Complaint

  Date:01/12/2025

  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.

  I purchased a physical gift card through Road Runner's site (which unknowingly redirected me to a third party company's website who I've now learned to be a fraudulent called Buyatab - see BBB reviews). I did not receive said gift card or confirmation email for purchase and much of my time has been wasted talking with Road Runner and Buyatab representatives.I am submitting this complaint because Road Runner claims to not have a record of this transaction (despite transaction having been conducted by them - see attached email chain with screenshot) and therefore they were unwilling/ claim to be unable to arbitrate on THEIR customer's behalf with THEIR gift card vendor to follow through with the service they agreed to provide to their customer with the transaction. This is extremely disingenuous to their customers. In this day and age, how does a company not have record of a transaction? Surely Road Runner would have record so that they can validate/provide the commission fee to Buyatab for the service rendered (again transaction was conducted through Road Runner).All of this is suspicious and suggests to me they could potentially be running a joint scam with Buyatab (who is clearly fraudulent). As you can see in attached email chain, I've requested to speak to someone in management regarding their gift card process, business practices, and an explanation as to how a seemingly reputable company such as theirs could be partnered with a third party gift card provider who is clearly fraudulent. I have not received a call or official response from Road Runner (aside from boiler plate customer service responses).WIth this complaint I also intend to warn future customers from patronizing their business and in general, the potential danger of purchasing gift cards though third party vendors. Thank you

  Business Response

  Date: 01/15/2025

  Thank you for the opportunity to respond to this dispute.  The original gift card order, which is outsourced a reputable third party, contained a typo on the email address, which is why both the customer and ********************** had difficulty in researching.  After discovering this issue, and in collaboration with the customer, we were able to replace the gift card in the original purchase amount and arranged to send the customer an electronic gift card by email.  We are sorry for the inconvenience, and are confident this action will lead to a satisfactory resolution of this dispute.  

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

  Road Runner Sports

• Initial Complaint

  Date:01/04/2025

  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 Runner Sports Inc. has enrolled me in an auto-renewal membership program without my consent or knowledge. When I try to cancel or ask for a refund, they refuse and hang up on me. Online account management portal does not function, leaving me no options. Am trying to work with the credit card company to stop these fraudulent recurring charges.

  Business Response

  Date: 01/10/2025

  Road Runner Sports has issued a refund per the customer's request.  We have sent the customer an email confirming this action, but has not heard back from the customer.  We are confident this action will lead to a satisfactory resolution of this dispute. 

  Thank you

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

  Road Runner Sports

• Initial Complaint

  Date:12/29/2024

  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 purchased shoes using the VIP program where it says I can return within 90 days. Upon doing the return I was told they only issue store credit. Nowhere it says return used shoes for store credit only. Otherwise I would have not purchased

  Business Response

  Date: 01/10/2025

  As a one time courtesy, Road Runner Sports has issued a refund for the return.  Worn items usually only qualify for a store credit under the VIP program. Brand new items are eligible for a refund.  Road Runner Sports has sent the customer an email confirmation of this action, but has not heard back from the customer.  We are confident this action will lead to a satisfactory resolution of this dispute.  

  Thank you

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

  Road Runner Sports

  Customer Answer

  Date: 01/10/2025

  
  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 however have informed the business that the way they promote the VIP program is very misleading and gives the impression that they give refunds within 90 days of making a purchase whenever used or tried on. 

   

  Regards,
  
  ******** Venus
  
   

  
  

• Initial Complaint

  Date:12/13/2024

  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 received a charge on my C.C. and called Roadrunner Sports Head quarters in ************ on December 11 2024 at 253 pm. I was told that I had signed up for a program with a recurring charge once a year, I requested that I be canceled from the subscription so that I am not charged again, AND I ALSO REQUESTED A EMAIL ************************ TO CONFIRM IT WAS CANCELED. I was told that I would receive a email and a refund in 24 to 48 hours. It is now 720 pm on December 13 **************************** refund. I WOULD PERFER A EMAIL STATING THAT I WILL NOT BE CHARGED AGAIN AND MY SUBSCRIPTION CANCELED.

  Business Response

  Date: 12/16/2024

  Thank you for an opportunity to respond to this dispute.  I can confirm the customer's request to cancel has been processed.  This response can serve as official acknowledgement of cancellation.  The email address provided in the complaint, does not match the customer account records, so for security reasons, we will not include that information here. 

  We hope this explanation provides successful closure to this dispute. 

  Thank you

  **** ********, Road Runner Sports