Complaints

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:03/06/2025

  Type:Delivery 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.

  Order total $321.84, shipped UPS 2nd Day Air tracking# 1Z5271EW*********7 But even though the tracking reads “Delivered,” I never got my package.
  
  I contacted Running Warehouse the next morning, just after opening, and they initiated an inquiry with UPS. I have already done due diligence in verifying to my own address and not received the package. That means that UPS either lost this or misdelivered it, but Running Warehouse refuses to issue an immediate refund.
  
  They briefly mentioned sending a replacement, but are dragging their feet by having me wait for UPS’s investigation. That is not fair, because I have nothing to do with a missing package if I didn't receive it.
  
  Desired Resolution:
  
  My package never arrived, and I request an immediate full refund of $321.84. If this is not resolved promptly, I will take this issue further with the state attorney general’s office to see to it that this gets taken care of appropriately.
  
  I am keen to have this matter resolved swiftly and fait accomplice without further delay. You are again correct that this is data driven, as in Running Warehouse needs to understand that poor customer service will result in damaging their brand.

  Business Response

  Date: 03/12/2025

  Thank you for reaching out to Running Warehouse. We are sorry to hear your experience has been unsatisfactory and are eager to help you resolve this matter with a resolution promptly.

  
  We’re currently facing a couple challenges that are preventing us from taking immediate action. We understand you have not received your order yet, according to UPS, they have marked the package as successfully delivered. We initiated an investigation to verify the delivery, however, the case was closed because UPS was unable to reach you for further confirmation of non-delivery. We also made several attempts to contact you via phone, and we sent an email outlining this information, but we have not yet received a response.

  
  To move forward with either a refund or a replacement, we will need to reopen the investigation with UPS and require your cooperation in confirming the findings. When UPS contacts you, it’s important that you respond to confirm non-delivery of the package. Please provide confirmation that you approve reopening the investigation.
  As mentioned in our previous email, we are more than willing to continue working toward a resolution. However, without this additional information, we won’t be able to proceed with either a refund or a replacement order at this time.

  
  We are committed to helping you and appreciate your assistance in resolving this matter.

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: 23029911
  
  
  
  I am rejecting this response because:
  
  
  Thank you for your response. I appreciate the effort to resolve this matter, but I need to clarify the situation:
  1.The package did eventually arrive late, but when I opened it, I only found invoice papers inside – the actual items were missing.
  2.This is a fulfillment issue on Running Warehouse’s end, not UPS. The tracking only confirms that a package was delivered—it does not verify its contents.
  3.Because the issue lies with Running Warehouse’s fulfillment process, there is no reason to reopen a UPS investigation. UPS delivered what you sent, but what you sent was incomplete.
  Since this is a clear case of missing items, I expect Running Warehouse to issue a full refund immediately rather than delay this further with unnecessary investigations.
  If a refund is not processed within 48 hours, I will have no choice but to escalate this further, including reporting this matter to the State Attorney General’s office and filing a consumer protection complaint.
  I appreciate your immediate attention to this and expect a resolution without further delays.
  Sincerely,
  J*** ******
  
  
  
  Regards,
  
  
  
  J*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/13/2025

  Thank you so much for updating us. We’re relieved to hear your package arrived, but we’re truly sorry that it wasn’t as expected with an empty shoe box. We completely understand how frustrating this must be, and we want to make things right for you as quickly as possible.

  
  To resolve this, we’ve already submitted a request to credit your account for $321.84. Please know that refunds can take up to 5 business days to process, but rest assured, your funds will be returned to you via PayPal.

  
  We truly appreciate your patience and understanding throughout this process. If you need any additional assistance or have any questions, please contact us directly at [email protected].
  

   

  -----------------------------------------------------------------------
  ** Order: 8945282                                     Date: 03/13/25 **
  --  Billing Address  --             --  Shipping Address  --
  J*** ******                              
  1420 E ROANOKE ST                       
  BROKEN ARROW, OK, 74011-5154            
  -----------------------------------------------------------------------
  Product Name                                      Order   Price   Total
  Lost/Damaged Package-Late Delivery Refund             1 -296.85 -296.85
     
                                                      Sub Total = -296.85
                                                       Sales Tax = -24.99
                                                  Ship Via: Refund = 0.00
                                   Payment Method: Paypal/Venmo = -321.84
  -----------------------------------------------------------------------

  Customer Answer

  Date: 03/13/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23029911, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/23/2024

  Type:Delivery 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.

  On 17 August I made an online purchase of USD189.76 on runningwarehouse.com. Despite that the company has successfully pre-authorized charged my credit card, the company wrote back and insisted that I have to write and confirm that amount charged.
  
  As the transaction could be made at the merchant's specified amount, the credit card is legitimate. The merchant has charged my credit card without shipping products at the same time, I have no choice but to put forward a formal complaint against the merchant.

  Business Response

  Date: 08/23/2024

  Hello,
  
  We contacted the international customer over email to complete an authorization process to confirm he was the credit card holder. We did not receive a response within several business days. Since the customer was unable to complete our security process, the order was canceled. His credit card was not charged for the purchase, and a small authorization charge, under $5, was refunded. We will continue to help the customer to place a new order as needed. A copy of the email correspondence is shown below:
  
  
  Hello,
  

  Thank you for contacting Running Warehouse. We apologize for any confusion regarding the status of your order.
  
  To ensure that the order was placed by the cardholder, a small authorization charge was issued to the provided credit card. Before your order can be processed, we require your confirmation of the exact amount of the authorization charge. Once we receive your response the order will be released for processing.
  
  If the correct amount is confirmed it will be deducted from the total of your order. If the amount of the charge is not confirmed, the order will be cancelled, and the authorization charge will be refunded.
  Please note, although the authorization charge was issued at the time that the original email was sent, the charge may not be posted by your bank for up to several hours.
  Please contact us with any more questions at 1-800-606-9598. We are happy to offer the best resolution!
  Sincerely,
  S*****
  Running Warehouse Customer Service

• Initial Complaint

  Date:03/01/2023

  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.

  I ordered a pair of Altra Via Olympus shoes on 2.9.23 (order #7947679) from Running Warehouse. I paid an additional $16.60 for the Next Day Air option. I received the shoes with creases in them. I informed their customer service representative Natalie via email on 2.10.23, and I provided pictures of the shoes as well. I never wore the shoes period. Natalie said they would not know if someone had worn the shoes… the shoes showed otherwise. My complaint is that Running Warehouse did not give me my full refund of my 1st payment through AfterPay of $50.04. A chat agent stated today that they don’t refund shipping fees. and I can see in my bank app that I only have a pending refund for $33.44. I think this is wrong for them to keep the shipping fees irregardless of them offering free returns as well as paid returns. AfterPay pays the vendor upfront for the total purchase amount of the item(s) including the shipping fees. The customer is then billed in 4 installments of the total amount that is to be paid directly to AfterPay. I did not see any stipulation about Running Warehouse keeping shipping fees in black in white on their website prior to purchasing the shoes, or when inquiring to Natalie via email about the return label. If I had saw that or been properly informed, then I would not be disappointed now. I also know that I would have ordered elsewhere because that doesn’t make any sense. I believe that this is deceptive practice and I should have my $16.60 returned to me. After all, they clearly sent me shoes someone had worn and they didn’t give me a full refund for my trouble. I doubt that quality control checks are in place. This is unfair to customers that need their money that they paid.

  Business Response

  Date: 03/01/2023

  To whom It may concern,

  Thank you for bringing this to our attention. Our records indicate that a full refund for the value of the shoe has been processed on February 28th, 2023. We are happy to additionally refund the initial shipping charges paid of $16.60. A refund order has been processed to the original payment method of Afterpay in the amount of $16.60. A copy of both refund orders can be found below. Please let us know if we can be of further assistance.

  Sincerely, 

  J******

  Running Warehouse

  -----------------------------------------------------------------------
  ** Order: 7983432                                     Date: 02/28/23 **
  --  Billing Address  --             --  Shipping Address  --
  T***** ********                          
              
  -----------------------------------------------------------------------
  Product Name                                      Order   Price   Total
  Dissatisfied Altra Shoe Return                       -1  169.95 -169.95
     Altra VIA Olympus Men Shoe Gray/Yellow 10.0 D
  
                                                      Sub Total = -169.95
                                                       Sales Tax = -13.60
                                                  Ship Via: Refund = 0.00
                                       Payment Method: Afterpay = -183.55
  -----------------------------------------------------------------------

  -----------------------------------------------------------------------
  ** Order: 7985979                                     Date: 03/01/23 **
  --  Billing Address  --             --  Shipping Address  --
  T***** ********                          
              
  -----------------------------------------------------------------------
  Product Name                                      Order   Price   Total
  Retroactive Refund                                    1  -16.60  -16.60
  
                                                       Sub Total = -16.60
                                                         Sales Tax = 0.00
                                                  Ship Via: Refund = 0.00
                                        Payment Method: Afterpay = -16.60
  -----------------------------------------------------------------------

  Customer Answer

  Date: 03/01/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19514890, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  T***** ********