Sporting Goods Retail
Road Runner Sports IncThis business is NOT BBB Accredited.
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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.
If you've experienced an issue
Submit a ComplaintThe 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:05/24/2024
Type:Billing IssuesStatus: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.
5-23-24 at 2a CST, I received a Fraud alert from my bank for a $49.99 charge from Road Runner Sports. I declined the charge. They charged the same on at least two of previously used credit cards on the same account.Business Response
Date: 06/11/2024
Thank you for an opportunity to respond to this inquiry. Upon research of this dispute and research done on the customers record, it has been determined that the customer made contact with ********************** on 5/27/24, at that time the customer requested a cancellation of the ********************** and a refund of the charge. That request was carried out and a refund of $49.99 was issued to the **** card of the customer.
We are confident this action along with explanation will lead to a satisfactory resolution of this dispute.
*************************
Road Runner Sports
Initial Complaint
Date:05/15/2024
Type:Service or Repair IssuesStatus: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 visited a store in person in April of 2024. They told me my VIP membership expired and I needed to sign up again. I paid $30 and signed up. Yesterday, May 14th, I was attempted to be charged $99.99 for VIP platinum membership which was said to expire online June of 2024. Why do I have multiple memberships for the same account? Why am I being charged without consent or contact to let me know Im going to be charged? Now Im concerned that I unknowingly have two memberships.Business Response
Date: 05/20/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on May 16th, 2024.
The customers ********************** was refunded for $19.99 and a free membership was provided.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner SportsInitial Complaint
Date:05/13/2024
Type:Billing IssuesStatus: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 ordered a pari of sneakers on May 10, and Road Runners charged me ******. It says it on my order. I have not received an **** about the shipment of these sneakers yet. Then I saw today my account was pushed into overdraft because they charged me for ******, a HOLD, then a charge today ****** (because of the 1.99 VIP they amended their total amount)... so the hold is still there for ****** and now a CHARGE for ******. I tried to call, and waited on the phone for an hour. I have emailed. NO REPLIES. I would like to know when the original order which I was charged for is being shipped and I WANT A CREDIT FOR ****** which they put a charge hold and it has not been refunded or dropped off my account BUT PUSHED ME INTO OVERDRAFT causing me fees and poor credit rating with my Credit Card used. THERE IS NO HELP!!!! THIS PUT ME IN OVERDRAFT ON MY CREDIT/DEBIT ACCOUNT. THIS IS SO WRONG. They have never done this before, years I have used them and they have never done this, so this is not the norm!!!Business Response
Date: 05/16/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on May *********.
The customer received an explanation of standard banking processes and reference numbers for her order payment.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner SportsCustomer Answer
Date: 05/16/2024
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.What they did is wrong and needs to be changed. As ****** AND ****** was held and my account went into overdraft, making those funds ineligible for me to use in an overlap as they amended one for 1.99 the hold did not drop off before they added the charge when they shipped the item. Road Runner should not have to hold $289.89 for a $145 purchase !! This is my problem !! Please relay this to ROAD Runner this is not advertised and its poor business practice . Very poor.
Regards,
*******************************
Initial Complaint
Date:05/09/2024
Type:Product IssuesStatus: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 4/24/24 I called to cancel my VIP Membership, I was refunded ***** then the amount was taken back out of my account and was not refunded again; they owe me a refund of $***** they are refusing to give me back. *** spoke with my bank who advised they did indeed take the money back out of my account the same day they put it in.Business Response
Date: 05/16/2024
Thank you for an opportunity to respond to this dispute. Research completed after reviewing the details provided by the customer determine that the transaction included a pre-authorization on the customer's card. After the pre-authorization, the actual charge is completed. The customer requested a cancellation and refund which was proccessed the same day. At a specific time, it may have looked like there are two charges,but that is not the case. The pre-authorization disappears after a business day or two, depending on the customers bank.
We are confident that this explanation will lead to a satisfactory resolution of this dispute.Thank you
*************************
Road Runner Sports
Initial Complaint
Date:05/06/2024
Type:Order IssuesStatus: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 getting reoccurring VIP membership fees from RoadRunner sports after buying 1-2 pairs of shoes from them a few years ago. Last year I contacted online support saying I wanted to cancel my membership and get a refund. I couldnt even login in to an online account because they didnt have my email linked to it. Fast forward a year later and they are trying to charge my account again. When I go into the online account and try to cancel it tries to redirect to me to cancel at renewal and the link to just cancel my membership does not work. This VIP membership is a scam and it should be easier than this to cancel. I reported the charge as fraudulent to my bank yet theyve still tried to process the claim 3 different times.Business Response
Date: 05/08/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on May 8, 2024.
The customers ********************** was cancelled and membership charges of $49.99 and $39.99 were reversed.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner SportsInitial Complaint
Date:05/05/2024
Type:Product IssuesStatus: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 was recently charged $49.99 on my debit card and then my credit card. My bank alerted me that it was possible fraud. I followed up found out someone at Road Runners had signed me up for a VIP program that I never agreed to last May 2023. (This is what the Road Runners customer service told me when I called them last week.) I already go to the discount section and would NEVER agree to pay that much money for an additional discount when I'm already getting a cheaper shoe. The clerk said something like "Oh you have a discount" at one of my purchases, but I thought it was because I purchased shoes there every 4-6 months or that it was related to their tent sale promotions. I don't check my receipts because sales are final. I feel that they are signing people up without us knowing thinking we won't check or think it's a good deal and end up paying the $49.99. I NEVER agreed to this charge. I'm busy and don't pay attention to my receipts, but I do remember NEVER giving a verbal agreement to any VIP program. I remember them asking for my phone number or email at different times. I do remember saying I don't want stuff sent to me or to get on a mailing list for advertisements. That's all I remember. I don't remember them asking me for approval to sign me up for a VIP program. My bank had to reissue me new debit and credit cards because I thought this was fraud at first. I'm now worried I'm going to be responsible for this fee that I never agreed to. What can I do? I contacted them twice last week saying I never signed up. I asked them to remove me from their list/database.Business Response
Date: 05/08/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on April 26, 2024.
The customers membership was cancelled and membership charges of $49.99 were reversed. We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner SportsCustomer Answer
Date: 05/08/2024
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:05/01/2024
Type:Billing IssuesStatus: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.
Yes , Over the years I have had a few fraudulent charges for a credit card that was autosaved using the road runners Sports account with one order that arrived to a home five states away from where live. So a few months back we tried to place an order from Road Runner sports for sneakers but the website was glitching or having a software or website issues. A few days later i seen changes for a totally different amount that was four times higher than what we tried to place. So I alerted my Credit card due to the previous fraud we have had in our lifetime using this retailer and disputed it. I once again placed an order that was accepted then cancelled . I phone RR Sports as to why and they stated that I have been placed as high risk due to a third party vendor credit/ risk system called "Riskiside" . They stated it was my banking companies that did this. I phoned ******* and Suntrust which stated that they did not. I was told this is third party system that is operated on behalf of the merchant. So due to lack of security of a fraudulent purchase some years back and a most recent software failure or website failure. I have been placed in some high risk retailer system by Road runner. I was told I cannot even order over the phone with road runners or mail to my address . So isn't this a violation of due process ? *** been tried and convicted because of fraud and website failures.So any retailer that uses this system will list me as high risk. This seems wrong.I need a resolution to this unjust and probable violation or the 14th amendment. This is a disgrace.Business Response
Date: 05/01/2024
Thank you for an opportunity to respond. Road Runner Sports, like many other e-commerce retailers uses third party independent software programs to assess, analyze and detect risk for fraud /loss prevention. From time to time, customer orders placed on our website are declined/cancelled if the software assess risk. Road Runner Sports does not make the decision and the reasons for the risk are not as a result of Road Runner Sports influence. Road Runner Sports is not declining to do business with the customer, in fact, we have 49 Retail stores across the country and invite the customer to visit us.
Thank you
*************************
Road Runner Sports
Customer Answer
Date: 05/02/2024
For you place the victim of fraud or underperforming software or website used in the purchases of your products is now entered into some retail risk software that *** or *** not be used by multiple retail outlets . So me as the consumer has to ********cur tolls, gas, mileage fees and inconvenience that other citizens or consumers will not have to pay if choosing to purchase items from Road Runner Sports . I can never in my life order another home delivery to my home of any company that uses this software becaue of your companies inability to protect consumer cards or operate and maintain software that consumer use. Remove my name from your third party vendors system . So I am incurring damages because of a road runner sports failure to maintain their websites or software . I should not be penalized for your failures . I have already contacted Attorney General ************************* office in *** and filed a report. I will continue with my senators and congressman ******** the following days . I hope another victim of Road runner sports and their third party vendors will be prevented with oversite and Road runners sports will learn to protect their Consumers . You have the ability to pick up the phone and call the company you employ to make the changes in regards to having my name removed . Knowing that your software failures and previous inability to protect my auto saved card from unauthorized purchases.
Business Response
Date: 05/17/2024
Road Runner Sports appreciates the opportunity to respond. As previously stated, the third party software that Road Runner Sports uses is designed to protect Road Runner Sports and the consumer from fraud/ loss risk. Road Runner Sports is not the determining factor in the decision of cancelled orders. Road Runner Sports has offered the customer options to shop and has not assessed any penalties to the customer like they have described.
We are confident this explanation will lead to a satisfactory resolution of this dispute.
**********************;
Road Runner Sports
Initial Complaint
Date:04/26/2024
Type:Billing IssuesStatus: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 April 21st, RR charged my card for VIP services that I have not authorized even though I assume they will claim I did. Looking back, I realized they have done this for the past 3 years (AT LEAST). I thought these were shoe purchases by my family. They were not. I contacted the office but they do not answer their phone. I am having a hard time understanding how a company has taken it upon themselves to auto-update a credit card with the bank to obtain a new credit card #. I am sick to my stomach that I have been paying $69.99 per year for years with limited purchases from me since 2016 or 2017. My family member recently purchased a pair of shoes from them which is how this came to our attention. So 2016-2024 = 8 years. 8 years @ $69.99 = $559.92 -- for a 10% discount on one or two pairs of shoes since? Is there anyone else that has been taken advantage of or defrauded in this way? It seems so reading these comments. I've canceled my "membership" that they were charging new credit card #s somehow but I'm happy to participate in a legal class. I feel disgusted that I allowed this to happen for $559.92. It does also look like they had to make significant (intentional and concerted) effort to do this since the last card charged was a different family member's card. We are not runners. There is no way a program like this would ever benefit us. We have not even spent this much with Road Runner on actual shoes per their order history on the website. What a scam.Business Response
Date: 04/29/2024
Thanks for an opportunity to respond to this dispute. Upon reviewing details of the customer's complaint, along with research of the customer's shopping history it has been determined that the customer made contact with ********************** on 4/26/24. At that time we completed the customer's request of cancellation and refund of $69.99, the most recent membership renewal charge. Further research discovers that the customer has been shopping at ********************** both online as well as in store since 2015. The total accumulation of purchases equal a total of $1657.11, all of which have benefitted from the *** membership discount, which equates to $584.66. The customer has paid a total of $411.90 in ********************** fees since becoming a member. Additionally, the customer's ********************** shows that over $90.00 in Rewards Cash has been redeemed, a membership exclusive benefit. It would seem based on those details, that the customer found value in the program and was aware of the all the membership benefits, including the automatic renewal. If the customer felt surprised by the renewal charge, and would like to offer an apology along with that explanation. As a goodwill gesture, Road Runner Sports will refund the customer an additional $22.94, which is the amount of earned Rewards Cash credit that the customer has not used.
We are confident that this action will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner Sports
Customer Answer
Date: 04/29/2024
Thank for your offer but I do not think we are looking at the same information.
Can you pleases provide a detailed analysis on your numbers? Because the portal does not nearly show that and my comparison varies greatly from yours. I show 5 orders for a total of $687.17.
Also, I am looking for an explanation on why my wife's card was charged earlier this month for $69.99 (she disputed), and then somehow your system then charged mine. What does your system do? Who authorized that? If it was us, where did we do so? Etc.
In other words, I am concerned that we might have either 1) two accounts and you are obtaining information on both and charging multiple family memberships, and/or 2) you did not have authorization to reach out to the bank to obtain new credit card information but did so anyway.
I am checking with our state laws, but it's not proper that you/your bank is trying to update either of our cards -- especially two different people's cards. I particularly concerned because IF someone disputed a charge with you, then the last thing that a company should do, is try another payment method. There is a big difference between a decline where you then reach out to the customer to resolve vs a dispute.
Please preserve any and all records regarding my transaction history until we sort this out.
Thank you,
***
Business Response
Date: 04/30/2024
Thank you for an opportunity to respond to this dispute. After reviewing details in the complaint and collaboration with the customer, ********************** has issued the customer a refund of their ********************** fees paid since becoming a member. Additionally, Road Runner Sports promises to internally review the feedback shared by the customer for areas of customer experience/********************** improvements. Road Runner Sports apologizes to the customer for their inconvenience and we are confident this action along with explanation will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner Sports
Customer Answer
Date: 05/02/2024
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.Additionally, I do want to recognize the individual at RRS that went the extra mile to understand our issue and suggest a resolution.
Regards,
*****************
Initial Complaint
Date:04/25/2024
Type:Billing IssuesStatus: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 bought shoes from them a couple years ago and signed up for their "free" VIP Rewards program. I was not made aware that I would be charged $49.99/year for renewal of this "free" program. I just noticed this year that I have been charged twice for this membership which I never authorized. I tried to cancel online, but the links to cancel membership on their website do not work. I tried calling customer service. After waiting on hold for a while the system claimed they would call me back and I never got a call back.Business Response
Date: 04/29/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on April 26, 2024.
The customers membership was cancelled and membership charges of $49.99, $49.99,$39.99, and $39.99 were reversed. We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner SportsCustomer Answer
Date: 04/29/2024
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:04/22/2024
Type:Billing IssuesStatus: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.
Roadrunner sports charged me for ***** for a charge I did not make. I spent 2 hours on the phone and was unsuccessful in contacting anyone on the phone for help on a refund.Business Response
Date: 04/25/2024
Thank you for an opportunity to respond to this dispute. After reviewing the details the customer provided, ********************** made contact with the customer by email in an attempt to resolve this dispute. The customer stated in the reply that they successfully reached our call center staff and resolved the issue.
We are confident this action and explanation will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner Sports.
Road Runner Sports Inc is NOT a BBB Accredited Business.
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