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 has 52 locations, listed below.

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• 

  Road Runner Sports Inc

  5549 Copley Dr San Diego, CA 92111-7904

• 

  Road Runner Sports

  29 NW 23rd Pl Portland, OR 97210-3534

• 

  Road Runner Sports

  12200 Northup Way Bellevue, WA 98005-1933

• 

  Road Runner Sports Inc

  24291 Avenida de la Carlota Ste P5 Aliso Viejo, CA 92653-7608

• 

  Road Runner Sports Inc

  211 N Highway 101 Solana Beach, CA 92075-1129

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:01/31/2024

  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 have cancelled my subscription over the phone multiple times in the past 10 years. But Road Runner Sports continues to arbitrarily charge my credit card after a couple years. This happened today, without notice, without authorization. I called customer service and they confirmed it was cancelled, but reactivated without explanation to my wifes name and new address. But they used my stored credit card that should never have been stored in the first place. This company is shady AF and needs to be put in its place.

  Business Response

  Date: 02/13/2024

  Thank you for an opportunity to respond to this dispute.  After reviewing the details of the complaint, and conducting research, it was determined that one membership was under the customer's email address and one was under his wife's email address.  Road Runner Sports has made contact with the customer and promised resolution in the manner of making sure both accounts are cancelled, and issuing refunds for both memberships.  As such, $99.98 has been issued as a refund and confirmed that both accounts are closed with no future charges to assess.  We apologize for this mix up and are confident that this action along with explanation will lead to a resolution of this dispute to the customer's satisfaction. 

  Thank you

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

  Road Runner Sports

• Initial Complaint

  Date:01/15/2024

  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 bought a pair of shoes from road runner sports maybe 2 years ago. Out of the blue they appear to have signed me up for their "VIP" experience, billing me $50. I have not interacted or engaged with this company in years. I immediately called the number provided and have been on hold for over 30 minutes.This seems like a fraudulent attempt to charge old customers an annual membership that would often go under the radar. This is certainly a deceptive if not outright fraudulent practice that financially ***** customers.

  Business Response

  Date: 01/15/2024

  Thank you for the opportunity to respond to this complaint.  After reviewing the details provided, it has been determined that the customer voluntarily enrolled in the *** ********************** online Jul 25 2022 while making a purchase for running shoes.  At the time of the purchase, the membership was offered at an introductory rate of $1.99 for 6 months, and the following details were displayed in the cart before order submit. 

  Shop 100% worry-free with your *** 90-Day Perfect Fit Promise on shoes, socks & insoles all year.
  Free & fast shipping
  Enjoy *** Family benefits complimentary at signup! Your *** membership can be canceled any time to receive a prorated refund through your online account or by calling ************. Your *** membership will automatically renew each year at $49.99 and will be charged to your credit/debit card on file. See full membership terms and conditions youve accepted here.

  The customer has made contact with **********************, and as requested, the membership is cancelled, and refund issued for the membership renewal fee.  

  Road Runner Sports apologizes if there was any confusion or inconvenience.  We are confident this action and explanation will lead to a satisfactory resolution of this dispute. 

  Thank you

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

  Road Runner Sports

• Initial Complaint

  Date:01/10/2024

  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.

  A charge for ***** appeared this morning on my credit card. Apperantly is the amount for a membership. I did not signed up for a membership. I purchased 2 pairs of shoes months ago and did not signed up for a membership. I called their **** # and they could not find a membership on my email address. I DID NOT AUTHORIZED A CHARGE. Company is doing fraud!

  Business Response

  Date: 01/15/2024

  Thank you for the opportunity to respond to this complaint.  After reviewing the details provided, Road Runner Sports was unsuccessful in finding a corresponding customer record.  As a result, ********************** has made contact with ***** to request additional information to successfully locate *****'s account.  It was determined that ***** did not have a customer record with **********************, and in fact provided her daughter's contact information when ***** made a purchase at Road Runner Sports retail store.  When that information was provided, it was determined that the method of payment ***** provided accidentally was saved as the primary method of payment, and thus the automatic renewal of the *** membership charged that card.  We believe that this was done in an accidental manner, and was not intentional.  After learning of this, Road Runner Sports cancelled the membership and refunded *****'s card as she requested.  Road Runner Sports apologizes for this inconvenience, and we are confident this explanation and action will lead to a satisfactory resolution of this complaint. 

  Thank You, 

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

  Road Runner Sports

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially enrolled in Roadrunner and I do not purchase enough to earn any significant rewards. When I was last in the store I was asked if I planned to continue with my membership and I said no. They said that I would have until the end of the year to use the $5 that I earned. I did not use it and expected my membership to end. I initially used my Amex card when I first enrolled. I was notified by Amex of an unauthorized charge from Roadrunner. I denied the charge being that I had cancelled. Roadrunner then proceeded to charge my Cap 1 card and I denied the charge. I used Cap1 on my last transaction and never once authorized for them to use it. I also paid with my debit card on a previous transaction and now Roadrunner placed an unauthorized charge on my debit card. I have reported the issue to ***** and I am sure it will be reversed. I can't believe the audacity of using all methods of previous payments to charge for a transaction that was never authorized. This is bad practice and Roadrunner should be ashamed. I understood that the membership could be cancelled at any time and I did cancel it. No one should trust this company with their credit cards, they take it upon themselves to charge. I guess their company is in dire straights if they are resorting to these tactics.

  Business Response

  Date: 01/15/2024

  Thank you for the opportunity to respond to this complaint.  After reviewing the details provided, it was determined that ****** enrolled in the *** membership online Jan 16, 2023 when a purchase was made.  At that time, details of the membership, including renewal is displayed in the cart before checkout.  Here is a copy of those details. 

  Welcome ***!
  
  Shop 100% worry-free with your *** 90-Day Perfect Fit Promise on shoes, socks & insoles all year.
  Free & fast shipping
  Enjoy *** Family benefits complimentary at signup! Your *** membership can be canceled any time to receive a prorated refund through your online account or by calling ************. Your *** membership will automatically renew each year at $49.99 and will be charged to your credit/debit card on file. See full membership terms and conditions youve accepted here.

  Additional research determined that we did not have a record of cancellation of the membership, therefore the renewal was processed systematically as agreed upon. Road Runner Sports charged the method of payment provided by the customer.  

  We apologize if there was any confusion or inconvenience regarding renewal of the membership.  In a good faith effort to resolve this complaint, Road Runner Sports has cancelled the membership that ****** was enrolled in, and refunded the method of payment charged for the renewal fees.  

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

  Thank you, 

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

  Road Runner Sports
  

   

   

  Customer Answer

  Date: 01/16/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:12/21/2023

  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.

  Nove 27th, Road Runner Sports charged a reoccurring $49.99 to my husband's debit card. He has not been in that store for over one year! He has not purchased anything from that store in over a year! When he called the company they asked for his home address, which he gave them. :( They could not tell him why he had the charge, instead they wanted to send him a $100 gift card for $3.50. He told them SEVERAL times, "NO, I do not want the gift card; why was I charged a reoccurring fee of $49.99?" My husband finally hung up. I called the bank and cancelled his debit card!

  Business Response

  Date: 12/21/2023

  Thank you for the opportunity to respond to this complaint.  After reviewing the details of the complaint, research did not provide a result of an account with the customer contact information provided,  Additional research was conducted and shows that *********************** made a purchase at Bellevue Road Runner Sports retail location on Dec 9, 2022 at 12:07pm.  At the time of the purchase, ***** was presented the opportunity to join the *** Family membership, which provides exclusive discounts and earned rewards cash amongst other benefits.  ***** would have had to opt in at the card reader to join, which explicitly states that annual membership renewal charge was automatic to the method of payment provided. Additionally a receipt of that transaction would have been emailed to ***********************, which itemized the items purchased along with the *** membership.  Terms and conditions of the membership would have also stated that cancellation can be done at any time for a refund.  We have cancelled the membership that ***** enrolled in and refunded the method of payment in an attempt to satisfactorily resolve this dispute.  We are confident that this action will close the loop on this complaint.  

  Thank you, 

  **********************;

  Road Runner Sports

  Customer Answer

  Date: 01/03/2024

  
  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:12/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Membership was supposed to renew on 12/14/23. I noticed a charge from 12/1. On 12/10 I called and asked them to cancel my membership and refund my money. After some back and forth I was told that they would process a refund. Immediately I lost all benefits (had $22 in credits) even though membership should have lasted through 12/14. I was okay with that, but still think its shady since I paid for a membership through 12/14. Then, today on 12/13 I got an email stating that they are renewing my membership and charging my card. I have removed this card from my account. I have cancelled my membership and I have not purchased anything additional on the website so Im not sure why they are renewing the membership.

  Business Response

  Date: 12/18/2023

  Thank you for the opportunity to respond to this complaint.  After reviewing the details of the customer's comments, and account details, it was determined that the Membership was set to expire on 12/14/23. To ensure a successful renewal and no lapse or loss of member benefits, Road Runner Sports submitted the renewal request on 12/10/23 to the customer's credit card bank.   ***************** made contact with Road Runner Sports on 12/11/23, cancelled the membership and  Road Runner Sports promptly issued a refund of the ***** charge and closed the account.  The notice of renewal was already set in motion before the cancellation occured, and simply crossed paths on timing.  I can confirm ********************* membership is closed, no future charges will apply and the refund of the renewal charge has been issued per request.  We are confident this action and explanation will satisfactorily resolve this complaint. 

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

  Road Runner Sports

• Initial Complaint

  Date:11/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Some years ago I cancelled my account with ********************** and requested they remove my credit card information. They placed a $49 membership fee with PayPal on 11/21/23. They do not have my permission to retain my credit card information. I want them to withdraw this pending charge with PayPal and tell me in writing that they have deleted my credit card information.Thank you.

  Business Response

  Date: 11/22/2023

  Complaint ID:
  ********
  Date Filed:
  11/22/2023
  
  In response to complaint ********, **************** states that she cancelled her account some years ago. Upon review of the account details for ****************, records show that an online order was placed by **************** on Dec 6 2022 for Hoka running shoes.  At that time, **************** also voluntarily enrolled in the *** membership, authorizing annual renewal charges for year 2 to be applied to the method of payment, **************** used Paypal to checkout.  Proof of joining the membership would have been displayed along with the item purchased, in shopping cart at time of checkout, on confirmation email and invoice upon receipt of the package.  The *** membership is voluntary and can be enrolled or cancelled at any time.  If ****************** intention is to cancel the *** membership, that of course would be granted.  **************** will be *********** a full refund of the renewal charge of $49.99 to her Paypal account.  Cancellation of the *** membership would require forfeiture of the benefits of the program, in addition to the $27.94 earned Rewards cash that **************** has accrued as a member.  We kindly ask that **************** contact Road Runner Sports at ************ to cancel the membership if she desires.  Please know that since Paypal was used as method of payment, Road Runner Sports does not have a retained record of any of ****************** credit card information. 
  We hope that this action will lead to a satisfactory resolution of this complaint.
  *************************
  Road Runner Sports

  Customer Answer

  Date: 11/27/2023

  
  Better Business Bureau:
  
  

  11/27/2023
  
  I had no recollection of the 2022 order that ******************** mentions and am not disputing the factual account.  
  I also had NO intentions of signing up for a renewable annual membership for $49.  I believe it is a bad practice to bundle it with the checkout process. It was not clear and I did not agree to it. The day the $49 charge was processed on my PayPal account I believed it to be a fradulent charge.  I first called Road Runner Sports on 11/22 but they were closed.  So, I disputed the charge with PayPal and filed this report.  I still do not understand how the PayPal charge went through if Road Runner Sports did not have my PayPal information.  Please take this as written notice to Road Runner Sports to cancel the membership and to close my account.  Thank you for your response. 
  
  

  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:11/10/2023

  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.

  Roadrunner attempted to charge the most expensive VIP Membership to two different credit cards I had used previously. I never agreed to this membership. I had to cancel my credit card with one lender and told the other lender to decline the charge. I have now been on hold for over 30 minutes to get this resolved. I want my membership completely cancelled and will no longer use this company nor recommend them to others. What a scam. I think someone should look into their business practices and perhaps file a Class Action Lawsuit. It appears there are multiple complaints about this same exact thing.

  Business Response

  Date: 11/14/2023

  Thank you for forwarding an inquiry filed by *******************************  I have reviewed the details of Ms **************** and desired settlement, as well as the account information and purchase history with Road Runner Sports. 
  Records also show ************************* was upgraded to our free trial Platinum level membership during her visit to our ************ location in April 23. We VERY much apologize if the agent did not go over the details and cost of the membership fee and the renewing date. Its not our intent to mislead customers surrounding our membership details.  Records indicate ******************* was able to make contact with us 11.10.23 to have the membership cancelled completely and ******************* will not be billed moving forward.  Count on ** to follow up with our ************ Team for a training opportunity.
  We apologize for any inconvenience this has caused *******************,and we are also confident the action that Road Runner Sports has taken has resolved this dispute to Ms ********* satisfaction.
  
  Kind regards,
  Road Runner Sports

  Customer Answer

  Date: 11/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:11/09/2023

  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.

  This company has been charging me an annual fee for several years. We just caught it this year and cancelled, but they would not refund the previous year. I did not agree to this service and I have never received a communication from them of the new charges. For reoccurring charges they are required to contact me and notify me of the charge.

  Business Response

  Date: 11/14/2023

  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. 
  Records also show ************* left us a 1 *********** review on 11.9.23,  in which our Social Team took swift action to refund the years ************* did not take advantage of any membership benefits.   
  We apologize for any inconvenience this has caused *************,and we are also confident the action that Road Runner Sports has taken has resolved this dispute to Mr ****** satisfaction.
  
  Kind regards,
  Road Runner Sports

  Customer Answer

  Date: 11/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number: #**********-NET Order Date: Sep 04, 2023 Billing ********** Billing Phone: ********** Comments: Item delivered to the wrong address (an error in the vendors checkout process/ I contact the company and paid an extra fee to correct what was their error in the first place. They took the fee, yet still delivered it to the wrong address. I called 4 separate times to follow up and finally received a refund for the additional fee, and a promise to refund me in 7 days. (See attached)Two weeks later, no refund, and when I called, they said they could not help me anymore on their end. Also, I pay an extra fee to be a VIP member. I am not feeling very important. I would like the promised refund.

  Business Response

  Date: 09/27/2023

  Thank you for forwarding an inquiry filed by ****************  I have reviewed the details of ***************** dispute and desired settlement, as well as his account information and purchase history with Road Runner Sports. 
  
  Records show that our agent could have done a better job explaining we needed the credit card number associated with the Apple Pay account in order to process the refund for the lost package.  We do not dispute there may have been a technical error on our side and should have done a better job in making ***************** experience right.
  
  We have noted ***************** account to process the refund, however, as the credit card information is encrypted in ***************** apple pay, we would request *************** reach out to ************ and provide the credit card number and we can process the refund.  We appreciate ***************** loyalty to Road Runner Sports and we apologize we fell short this round.
  
  We sincerely apologize for any inconvenience this has caused ***************, but we are also confident the action that Road Runner Sports can take will resolve this dispute.
  
  Thank You,
  Road Runner Sports