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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.
    • 54 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:03/14/2024

      Type:Service or Repair 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.
      Apparently, others have similar complaints against Road Runner Sports.I've shopped at Road Runner Sports at *********************** early last year and purchase one pair of shoes and some socks. It's been nearly a full year since I've stepped foot in that location. Like others, I see an UNAUTHORISED charge for $49.99. The customer service line is a perpetual hold. I've scheduled a call-back with no response. I figured it was a scam, so I came to BBB. Sure enough, others are experiencing the same issues with zero resolve from Road Runner directly.

      Business Response

      Date: 03/19/2024

      Thank you for an opportunity to respond to this dispute. Upon researching the customer's record, documentation shows that the customer made contact with ********************** on 3/14/24, and submitted a request to cancel the *** membership.  A refund of $49.99 was issued to the customer's method of payment, and there will be no future membership charges.  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: 03/21/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has been satisfactory to me.  I have been refunded and consider this complaint resolved.

      Regards,

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

      NOTE: I am requesting this complaint and resolution NOT be posted publicly.  Thank you in advance.

       


    • Initial Complaint

      Date:03/14/2024

      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.
      Like many others, i am filing a complaint because this company has apparently been charging me $49.99 per year for an annual fee when I never agreed to an automatic renewal when I first purchased something from them in 2017. I remember the sales person telling me there was no future financial commitment when he persuaded me to be a member so he could make the initial sale of a shoe to me for a discount. And I was single at the time and certainly did not sign up for a family plan like they are charging me. With all the complaints, this is a company that needs to clean up and act like a responsible business. i want them to refund every annual charge they have ever made on my credit card.

      Business Response

      Date: 03/21/2024

      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 March 19, 2024.
      The customers current membership was cancelled for a prorated refund of $16.66 and the previous membership charges from 2020-2022 were reversed.
      We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
      Thank you,
      *************************
      Road Runner Sports

    • Initial Complaint

      Date:03/10/2024

      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.
      While RoadRunnerSports sells shoes that I want, I have never wanted to be a part of their *** club. I felt that they swindled me into it in the first place in 2020 and have been frustrated that they've charged my bank account each year even when I did not want to be a member anymore. I have called and been put on hold to cancel for a long time and have not been able to cancel. Most recently, they charged me $99.99 for the yearly dues without my consent. I am even more shocked because my debit card expired in 2023, so I assumed that they could not charge it anymore. I guess because it's the same number, save the expiration date, they were still able to charge it. I went on their website and clicked "no longer a member" but I don't trust that this will take effect and worry about future charges that I do not consent to. To top it off, I just noticed my most recent purchase ~8 months ago does not even show up on my profile so I didn't even earn the points! What's the point of being a part of the *** club if I don't even get the points. I would like them to refund me the $99.99 that I did not want to spend.

      Business Response

      Date: 03/15/2024

      Thanks for the opportunity to respond to this dispute.  Upon reviewing the details written and researching the account, ********************** is happy to meet the customer's desired settlement.  The customer's ********************** will not renew unless they request it to, and the refund of $99.99 will be returned to the customer's method of payment.  ********************** apologizes for any inconvenience, and we are confident this action and reply will lead to a satisfactory resolution of this dispute.  


      Thank you

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

      Road Runner Sports

    • Initial Complaint

      Date:02/28/2024

      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 recently noticed a charge for $49.99 on my credit card statement from "ROAD RUNNER SPORTS". After waiting on hold on their customer service line for 25 minutes, I emailed them via their website, and received a response saying "You deserve to know that the $49.99 charge is for the *** Family Rewards membership annual renewal, however, I don't see an account associated with the email address provided". After providing more information, they confirmed that they were "unable to locate your account with the information you provided". I have tried calling their customer support line multiple times and have been stuck waiting on hold every time.

      Business Response

      Date: 02/29/2024

      Thank you for an opportunity to respond to this customer dispute.  On 2/29/24, ********************** has made contact with the customer, located the transaction in question, cancelled and refunded to meet the desired customer settlement.  

      We are confident that this action will lead to a satisfactory resolution of this dispute.  

      Thank you

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

      Road Runner Sports

      Customer Answer

      Date: 03/06/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. I can confirm they refunded me the amount in question. Thanks for the help!

      Regards,

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

       

    • Initial Complaint

      Date:02/26/2024

      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.
      Purchased sneakers at this store. We were offered to join their online rewards. At two separate points in the conversation we asked if there were any/any fees associated with this membership perk at any time. The sales representative was adamant there would be no charges at any point now or in the future. Today we learned that our debit card was hit for $69.99. I contacted Road Runner's customer service at ************ and stated our case. They stated they would cancel our membership and refund the full amount within 2-5 business days, I raise this because store employees are either (1) untrained in the policies and facts (i.e. that there IS a yearly charge); or (2) are actively deceiving customers to get more signups. FYI BBB. Thanks!

      Business Response

      Date: 03/19/2024

      Thank you for an opportunity to respond to this dispute.  In the complaint details the customer states that they asked if there were any charges associated with joining the membership, and states that the representative stated there are none. It is Road Runner Sports policy to disclose all details of the membership, including automatic renewal fees.  In addition, there is a disclosure of terms and conditions displayed on the pin pad card reader, and printed on the sales receipt that would share the automatic renewal charges along with the discounts and benefits of the membership.  Road Runner Sports apologizes if the customer was caught off guard regarding the renewal.  Research of the customer's record shows that the ********************** was in fact cancelled per the customer's request, and a refund of the renewal charge was posted to the customer's method of payment.  Since the desired settlement was information only, Road Runner Sports will commit to reminding store staff of the policy of disclosure of full membership benefits, terms and conditions etc.  In addition, Road Runner Sports will email a copy of the customer's sales receipt that includes the full membership details and terms and conditions.  We are confident this action will lead to a satisfactory resolution of this dispute, and serve as a leading measurement to prevent disputes of this type in the future. 

      Thank you 

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

      Road Runner Sports

      Customer Answer

      Date: 03/19/2024


      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:02/22/2024

      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 was recently notified of a $69.99 charge to my credit card from Road Runner Sports that I did not authorize. I have not shopped there in months and only go once a year if that. After spending multiple hours on hold and constantly hearing "Hey there VIP the phones are ringing off the hook here in *********! Wait times are longer than normal" I decided to come to BBB. It looks like someone had the exact same issue with Road Runner earlier this month and filed a complaint with BBB, so this is an ongoing racket they're running. I'd like to be removed from whatever list they have put me on and refunded, and if this is not resolved quickly will be filing state and federal complaints for fraud.

      Business Response

      Date: 02/29/2024

      Thank you for an opportunity to respond to this customer dispute.  After reviewing the details of the dispute, Road Runner Sports is happy to honor the customer's desired settlement.  As requested the customer's account has been closed, and refund of $69.99 has been generated as of today's date 2/29/24.  The customer should be able to see the refund in their bank / card within 2-3 business days.  No future charges will apply.  


      We are confident this action and explanation will lead to a satisfactory resolution of this dispute. 


      Thank you

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

      Road Runner Sports

      Customer Answer

      Date: 03/06/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received a refund. However, it is clear they are running a continuous scam and I am not satisfied that if I were to ever shop there again that they would not do they same thing. I'd like it to somehow be noted that they continue to act fraudulently.

      Regards,

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

       

    • Initial Complaint

      Date:02/15/2024

      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.
      This business charges a recurring renewal fee, in order to cancel the account you need to call a number. No-one answers the number. I attempted to dispute with my credit card company and they said Road Runner claims I never cancelled the account. I cannot cancel the account unless I speak with someone and no-one ever answers the call so I am stuck paying the annual membership. I have blocked the charge in the future but this is not acceptable and I assume many folks are experiencing the same thing.

      Business Response

      Date: 02/21/2024

      Thank you for an opportunity to respond to this dispute.  Upon research of the customer's account history, records show that the customer made contact with ********************** on Feb 15, 2024, and submitted a request to cancel the membership.  That was completed per the customer request along with a refund of the $49.99 membership charge.  The account will remain in closed status, and no future charges will apply.  We apologize for the inconvenience.  We are also confident that this action along with explanation will meet the customer's desired settlement and lead to a satisfactory resolution of this dispute.

       

      Thank you

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

      Road Runner Sports

    • Initial Complaint

      Date:02/13/2024

      Type:Service or Repair 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.
      Good afternoon,As a VIP Family Rewards Plus Member since June 19, 2023 (Rewards Cash #*******************), I am writing to address a significant issue concerning a recent purchase my husband and I made at your ********, ******** location. We spent over $800 on shoes and custom inserts, trusting your staff's expertise in fitting us correctly. However, this trust has led to an unfortunate and painful experience.Both my husband and I were measured for our shoe sizes, which were determined to be size 11 for myself and size 13 for my husband. Following your staff's recommendations, we purchased shoes in these exact sizes. Regrettably, since then, I have suffered severe foot, arch, and Achilles pain. After multiple consultations and treatments with my podiatrist and an orthopedic doctor specializing in foot and ankle care, it was concluded that the discomfort and pain were directly caused by the shoes and custom inserts from Road Runner Sports.Upon discussing this matter with Adonis at your ******** store, he agreed to replace one pair of shoes but not the other two. This decision is particularly disappointing, as ****** acknowledged that the salesperson should have recommended larger sizes after measuring our feet. This situation mirrors the problem my husband experienced with his shoes.Given the circumstances, we seek a resolution of shoe replacement that adequately addresses our situation. We request the replacement of the remaining pairs of shoes with correctly fitted ones, in line with the expertise and service standards we expect from Road Runner Sports. This resolution is essential not only for our immediate comfort and health but also as a testament to your commitment to customer satisfaction and service quality.We appreciate your prompt attention to this matter and look forward to a satisfactory resolution.If necessary, we can provide doctor's information and findings. Sincerely,*********************** ************

      Business Response

      Date: 02/19/2024

      Thank you for an opportunity to respond to this complaint. Road Runner Sports stands by its commitment to satisfaction. As such we would like to offer the customer the following resolutions for their choosing.  A scheduled visit to our Sterling store, where a new fitting can be done and new selection of shoes made by the customer. The other option is for the customer to make an exchange selection and I will personally send the customer shoes at no charge.  My email is ************************************* please respond with your selection and I will initiate the process. Thank you ************************* Road Runner Sports.

      Customer Answer

      Date: 02/21/2024


      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. Please contact me at ************ or ************.

      Regards,

      ***** (***) ******

       

    • Initial Complaint

      Date:02/07/2024

      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.
      About once a year I go to Road Runner Sports (RRS) and purchase a gift card for my Uncle, his preferred Christmas present. Last year I apparently saved $0.01 by using his VIP membership. As of today 2/7/24 I find a $69.99 charge on my account from RRS. I immediately cancel my credit card because I know I did not go to RRS this year. I call the local RRS and they said "the dollar amount sounds like a membership charge." and gave me a corporate number to call because they could not find any membership with my name or phone number attached. I spoke to ******* who found my credit card attached to my Uncles membership. She advised that she could refund the charge but that would close out my Uncles account and he would lose all of his points. I asked why would my card ever be attached to this account, she stated that by utilizing his membership for a purchase it saved my card to his account. When he came up for renewal his card on file was expired and it defaulted to my card. I explained that at no point did I agree to use my card for my Uncles membership in writing or verbal and that this was clearly a predatory practice. I advised that they should refund my charge and RRS company should reach out to my uncle directly before closing his account just like they would have done if my card had never been attached. ******* stated that my uncle signed a contract acknowledging that any family member using his plan could also be billed for the plan. I reminded ****** that the company didn't bill my uncle they billed me and they did not have my permission! She endorsed that she refunded the charge and removed my card from the account but also stated that this will close out my Uncles account and he will lose his 40 points. From the sounds of things here that is a significant amount which is horrible of this company! This is by far the most Preditory thing I have ever seen from a brick and mortar store. Shame on you Road Runner! Do better, refund my Uncles points!

      Business Response

      Date: 02/13/2024

      Thank you for an opportunity to respond to this dispute.  Upon further investigation, it has been determined that the customer that filed the dispute has made contact with Road Runner Sports, cancelled the membership and been issued a refund of the membership charge.  The customer states desired settlement to have her uncle's membership and benefits restored, and Road Runner Sports is happy to meet the customer on this settlement.  The customer's uncle's ********************** has been restored, with a free year of service, including the earned Rewards Cash reinstated.  In addition, Road Runner Sports has added $25 dollars in membership rewards as a goodwill gesture.  Road Runner Sports apologizes for the mixup in charges and the inconvenience.  We are confident that this action along with explanation will resolve this dispute to the customer's satisfaction. 

      Thank you

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

      Road Runner Sports

    • Initial Complaint

      Date:02/05/2024

      Type:Order 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.
      In December 2023 I was notified by my Credit Card of a pending $69.99 charge from Road Runner Sports. Upon additional review, turns out i have been charged $39.99-$69.99 a year for the last who knows how many years. Last time I purchased running shoes from RoadRunner was years ago. I have attempted to contact Road Runner many times and stay on hold for excessive periods of time. Today I am on hold 30+ minutes and leaving the phone on speaker. Awful customer service, I will avoid ********************** like the plague and will continue to dispute any charges they try to place on my card. CANCEL WHATEVER MEMBERSHIP THIS IS NOW , ALLOW THE ABILITY FOR "MEMBERS" TO CANCEL WITHOUT STAYING ON HOLD FOREVER AND STOP THIS DECEPTIVE PRACTICE.

      Business Response

      Date: 02/08/2024

      Thank you for the opportunity to respond to this dispute.  I can confirm the Road Runner Sports has been in contact with ******************* and took action to resolve this dispute.  

      Thank you

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

      Customer Answer

      Date: 02/10/2024


      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.  We have resolved the issue 

      Regards,

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

       

    Road Runner Sports Inc is NOT a BBB Accredited Business.

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