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Business Profile

Retail Shoes

The Finish Line, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for The Finish Line, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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The Finish Line, Inc. has 231 locations, listed below.

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    Customer Complaints Summary

    • 538 total complaints in the last 3 years.
    • 144 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 type

    • Initial Complaint

      Date:06/30/2025

      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.
      I ordered two pairs of shoes I received one pair that had two different shoes. I received a return slip to send back which I did. It has been since the second week of June I have note heard anything have not received a refund and I have called multiple times waiting on hold for excessive amounts of time and unable to contact anyone

      Business Response

      Date: 07/03/2025

      JD Finish Line
      *********************
      ************, IN 46235
      July 2, 2025


      ***** Person
      CT  06374
      Daytime Phone: **************
      E-mail: ****************************


      Ref: 23539605


      Dear ***** Person,

      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

      We apologize for the delay with your replacement order X594054033. We attempted to contact you at the provided phone number **************, but could not reach you. This issue has now been rectified. Your *** tracking 1ZV91R260200209850 was picked up on Tuesday, July 1, 2025 at 7:05 PM. It is currently scheduled to be delivered on July 3, 2025, by 3:45 PM. We will monitor the tracking for updates and follow up with you in ***** hours once we have more information.

      We also reviewed your Status account #******** and applied a $20.00 credit as a goodwill gesture. You can view this credit in your Rewards Catalog by logging into your account on the app or website.

      If you have any questions, please reply to the email that was sent to ****************************.

      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

      Thank you again for bringing this matter to our attention.

      Sincerely,
      JD Finish ********************* Department


    • Initial Complaint

      Date:06/26/2025

      Type:Delivery 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.
      Dear Better Business Bureau, I am writing to formally file a complaint against Finish Line/ JD Sports regarding an incomplete order and lack of customer service follow-up. On June 12, 2025, I placed an order with Finish Line for a pair of sneakers (Order #***********). When the package arrived, only one shoe was included in the box. I immediately contacted customer service and was initially told that the missing shoe would be shipped. I also received an email confirming this resolution. However, no further updates were provided, and the missing item has still not been delivered. I followed up multiple times via email and phone. On one call, I was told that Finish Line does not ship individual shoes and I would need to return or exchange the item. On another call, I was told a shipping label had been created, and I was given a ***** tracking number. However, ***** confirmed that they are still awaiting the package from the sender, and the item has never shipped. In one instance, the customer service representative hung up on me, and my follow-up email has not received any response. At this point, I have made multiple attempts to resolve this issue directly with Finish Line, with no resolution or meaningful response. I am still without my complete order and have not received. refund or replacement. Desired Resolution: I am requesting: - Immediate shipment of the correct product ( a complete pair of shoes), OR - A full refund for the item, including any taxes or shipping fees. For your reference I also have the ***** tracking ID number: ************ which has not updated in several days as they have not received the package from Finish Line. Thank you for your assistance in helping resolve this matter. I would appreciate your help in mediating a fair and timely solution. Sincerely, ***** *******

      Business Response

      Date: 06/28/2025

      JD Finish Line
      *********************
      ************, IN 46235
      June 28, 2025

      ***** *******
      NY  11415
      Daytime Phone: ************
      E-mail: *******************************

      Ref: 23521990

      Dear ***** *******,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We attempted to contact you at the provided phone number ************, but could not reach you or leave a voicemail. We apologize for the condition in which you received your order 60001565567. 
      Your ***** shipment, number ************, for the missing mate was picked up on June 27, 2025. It is currently scheduled to be delivered on Tuesday, July 1, 2025. Your concerns regarding your experience have been forwarded to our Store Operations Team for further review.
      We reviewed your account and noticed that you are not currently a Status member. If you would like to receive a $20.00 credit as a courtesy, please reply to the email sent to *********************** and we can help you sign up. The program is free, and you can cancel at any time.

      Customer Answer

      Date: 07/02/2025

      I received the missing left shoe on Monday. It appeared to be used and had a dark smudge on the front of the shoe. Additionally, it did not come with the original shoe inserts that a new shoe comes with. As a point of reference, the right shoe that came in the box did have the insert. I wiped off the smudge and it does not detract from the overall appearance so I will keep the shoes. I just wanted to add this information as it further demonstrates the negligence of this company in sending me a used left sneaker likely from the store display pair, as opposed to the new pair of shoes that I paid for. 

      Customer Answer

      Date: 07/09/2025

      Better Business Bureau:

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


      Regards,

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

    • Initial Complaint

      Date:06/25/2025

      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.
      On 6/19/25 I ordered a pair of ***************** C Shoes in all white. I got these for a vacation I'm going on next week and needed a clean pair of white shoes for pictures/dinners etc. Finish Line waited 5 whole days (6/24/25 at 11:00pm) to let me know that out of the blue my order is being cancelled, and now with limited time and a packed schedule I am unsure if I'll be able to get shoes anywhere for my trip. I would have been perfectly fine with 1-2 days notice but 5 days is absurd to let you know they were sold out in the first place (why let me place the order?). I first tried their online chat support which didn't even work and I was never connected to a professional. I then tried calling their customer care line and could not get someone on the line for over 30 minutes. When I finally did I got the rudest customer care professional that I could have gotten. She told me that it was a sale item and they sell out quickly and there was nothing to be done, again this is fine but don't let me place the order and wait 5 days to let me know, this was a time pressing order. She told me the shoes were only $30 (what does the price have to do with anything and this is extremely rude) and that there was nothing she could do and didn't even offer an apology. I wasn't looking for much besides an apology/explanation and perhaps a small store credit (obviously I know the shoes weren't expensive, but make this right if I can't get the shoes). I can't believe Finish Line has people like this representing them. I am going here in hopes that someone will see this and rectify it, as I am disgusted and intend to never shop at Finish Line again. You messed up and oversold a product please correct your mistake and now I have nothing to wear for vacation. They refunded my product immediately which I appreciate but I am just baffled.

      Business Response

      Date: 06/28/2025

      JD Finish Line
      *********************
      ************, IN 46235
      June 28, 2025

      ******** ******
      *******; 11733
      Daytime Phone: ************
      E-mail: ***************************

      Ref: 23520439

      Dear ******** ******,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We attempted to contact you at the provided phone number ************, but could not reach you or leave a voicemail. We apologize that your order *********** was canceled due to inventory. 
      At the time the order was placed, inventory was available. However, if an item is low in inventory, there is a chance it could sell out at one of our brick-and-mortar locations while your order is being processed. 
      We reviewed your account and noticed that you are not currently a Status member. If you would like to receive a $20.00 credit for your canceled purchase, please reply to the email sent to ******************* and we can help you sign up. The program is free, and you can cancel at any time.

    • Initial Complaint

      Date:06/24/2025

      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.
      I made a purchase at ********* at ************************************** on 05/29/2025 in the amount of $176.50 on the card ending in 1405. I made a return of the purchase on 05/31/2025 and has yet to receive my refund. I have been to the store and talked to the manager ****. On several occasions. He has tried to help me. I also reached out to ********* customer care on 06/16/@ ******* . Called on 06/19/2025 and talked to *****. She gave me a email for alramos@ finish ******** to email my receipt. I did that and was blocked from the email. Its been almost three weeks. I just want my refund returned back to the card ending in 1405 because. I doesnt have the merchandise.

      Business Response

      Date: 06/25/2025

      JD Finish Line
      3308 N Mitthoeffer Rd                                                        
      Indianapolis, IN 46235                                        
      June 25, 2025

      Wendy Peterson
      7438 S South Shore Dr. 1E
      Chicago, IL  60649
      Daytime Phone: (773) 673-3417
      E-mail: [email protected]
                                                                                                                                          Ref: 23498685
      Dear Wendy Peterson,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      I am reaching out via email after speaking with you at (773) 673-3417 on June 25. 2025 concerning the Better Business Bureau complaint filed for your return of the purchase on 05/31/2025 at the JD State Street location and has yet to receive your refund.  After further review, I show that a refund for $176.40 was applied back to your Visa ending in 1405 on June 1, 2025.  Please check with your card issuer for the processed refund.
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

      Customer Answer

      Date: 06/26/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23498685, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 



      [Provide details of why you are not satisfied with this resolution.]



      Regards,



      Wendy Peterson

    • Initial Complaint

      Date:06/23/2025

      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.
      I received a gift card for Finish Line with a balance of $106. When I attempted to use the gift card online, the website said there was an errror and the page needed to be refreshed. After doing so, the balance dropped to zero on the gift card without placing the order. I called their gift card customer phone numbers for help on the website, and both numbers listed had been disconnected. I called their general customer service number and they kept trying to refer me to the invalid numbers. I eventually was able to talk to someone who said they would put the balance back on the card after they looked into it for a week. I tried to place an order again using the gift card, and an error came up again and dropped the balance to zero. Finish Line will no longer answer my calls. I waited on hold for three hours and no one ever got back to me. Ive sent multiple emails and no one will respond to resolve the issue. Finish Line is not honoring their gift cards.

      Business Response

      Date: 06/28/2025

      JD Finish Line
      *********************
      ************, IN 46235
      June 26, 2025

      ****** ********
      UT  84601
      Daytime Phone: **************
      E-mail: ***************************

      Ref: 23505680

      Dear ****** ********,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We attempted to contact you at the provided phone number **************, but could not reach you or leave a voicemail. We apologize that your attempts to place an order were unsuccessful. The gift card for the order attempt on 6/5 has been requested to be reloaded. Please allow 3-7 business days to see the funds reflected on the original Gift Card listed below:
      **************** - $106
      We advise that to ensure there are no issues with redeeming the gift card that you visit a local JD Finish Line store in your area to make your purchase. 
      If you have any questions, please reply to the email that was sent to ***************************.

    • Initial Complaint

      Date:06/22/2025

      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.
      I exchanged shoes in store for a pair they had to order online. My order was cancelled online and I still have not received my refund. I have visited the store twice and they could not help me. I have called the customer service line and no one ever answered after waiting for over 30 minutes.

      Business Response

      Date: 06/25/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 25, 2025


      Lindsey Mooneyhan
      1302 W 1000 N
      La Porte, IN  46350
      Daytime Phone: (812) 454-7715
      E-mail: [email protected]


      Ref: 23503099


      Dear Lindsey Mooneyhan,

      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.

      We apologize that you did not receive a refund for your canceled order 2103702179. On June 25, 2025, we attempted to contact you at the phone number you provided, (812) 454-7715, but unfortunately, we were unable to reach you and left a voicemail instead. In this case, a Petty Cash refund has been approved for pick up at the Finish Line store located at Lighthouse Place Outlet for $123.05. 

      When you arrive, you may ask to speak with the manager, Damion S., who will assist you in completing this process. Please make sure to bring your ID for verification and proof of purchase. If you have any questions, please reply to the email sent to [email protected]. You can also contact the store directly at (219) 210-4300.

      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

      Thank you again for bringing this matter to our attention.

      Sincerely,

      JD Finish Line Customer Service Department

    • Initial Complaint

      Date:06/20/2025

      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.
      So I purchased a gift card for $155 to Finishline thru an app called Ibotta. The reason why I bought it thru there was because i get cash back thru that app on purchases. I went to the finishline app and ordered some shoes online. The cost of the shoes was $150 Order #***********. Several days went by and i was told the order was never pushed thru and to give them 3 to 5 business days and either the money would be put back on the card or they would issue me a new one. They have told me that now on 2 separate occasions. When i called today they said to call Ibotta and get the money from them as it was their fault. Ibotta never new how much i spent on the gift card so how will they know what was taken out. ****** is a big time company. and #2 the money from the gift card was immediately taken out of my card when the order was placed and now never went thru. FinishLine has given me the runaround since the 6th and today is the 20th. Please resolve this before legal action is taken thru the courts. I have emailed them lots of times and proof that the card was purchased and proof that only $5 is on my card with no purchase associated with the card number. Thanks

      Business Response

      Date: 06/24/2025

      JD Finish Line
      3308 N Mitthoeffer Rd                                                        
      Indianapolis, IN 46235                                        
      June 24, 2025

      Jonathan Martinez
      9502 University Ave
      Lubbock, TX  79423
      Daytime Phone: (806) 402-5844
      E-mail: [email protected]
                                                                                                                                          Ref: 23497865
      Dear Jonathan Martinez,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      I am reaching out via email after attempts to contact you at (806) 402-5844 concerning the Better Business Bureau complaint filed for the failed attempt to order on finishline.com with gift card number 5896294701175320.  I apologize that your attempt to place the order 60001220668 was not successful.  The request to reload your Gift Card 5896294701175320 was submitted on June 24th 2025 in the amount of $150.00.  I apologize for the delay in processing your refund.  Please allow 3-7 days to see the funds fully reflected on the original card.
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

    • Initial Complaint

      Date:06/18/2025

      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.
      06/05/2025 I had returned some shoes I was gifted, i returned them to a store in person and they gave me store credit on a gift card since they didnt have the shoes I wanted in my size. I decided to buy two pairs of shoes for my daughters and I placed this order online since they didnt have the shoes in store. The gift card balance is $163.88. I apply this gift card successfully and now I only need to pay $10, I press check out and there is an error message to try again. When I go to try again it says my gift card has $0. They took the money out my gift card but the transaction never went through. I went back to the store and they said they couldnt do anything that I had to call some number. I called them and they trasferred me to their gift card department. They couldnt do anything either so escalated this to their 3rd tier help department which as not gotten back to me. Gift card department submitted a ticket and they said the escalation team would email me in 48 hours. It has been 9 days and I have not heard anything. I called them again and they said that the ticket number says this case is closed! They never reached out to me so I told them to submit another ticket. If I dont hear back from them agaaaiinnn in 48 hours they said to call them again to submit yet ANOTHER ticket. I have a feeling they are going to keep closing my case UNRESOLVED. $163.88 is a lot of money to be lost, at least it is a lot for me.

      Business Response

      Date: 06/26/2025

      JD Finish Line
      3308 N Mitthoeffer Rd                                                        
      Indianapolis, IN 46235                                        
      June 24, 2025

      Brenda Paniagua
      Salinas, CA  93905
      Daytime Phone: (831) 905-3955
      E-mail: [email protected]
                                                                                                                                          Ref: 23488066
      Dear Brenda Paniagua,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      I am reaching out via email after contacting you at (831) 905-3955 concerning the Better Business Bureau complaint filed for the failed attempt to order on jdsports.com with gift card number 5896291794996679.  I apologize that your attempt to place the order 60001144109 on June 5, 2025 was not successful.  The request to reload your Gift Card 5896291794996679 was submitted on June 24th 2025 in the amount of $163.88.  I apologize for the delay in processing your refund.  Please allow 3-7 business days to see the funds fully reflected on the original card.
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

    • Initial Complaint

      Date:06/18/2025

      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.
      My husband and I have the capitol one shopping app where we earn gift card rewards when spending money. I just redeemed one for $47 and he redeemed one for $36. When trying to use the gift cards they show $0. We have called *********** who directed us to Tango. We contacted Tango who directed us to Finish Line. We have called Finish Line many times and gotten no resolution.

      Business Response

      Date: 06/20/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 20, 2025

      Rob Boero
      MN  55439
      Daytime Phone: (262) 498-8137
      E-mail: [email protected]
      Ref: 23484260

      Dear Rob Boero,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      We apologize that your attempts to place an order were unsuccessful. We attempted to contact you at the provided phone number (262) 498-8137, but could not reach you or leave a voicemail. After further review, we show that the gift cards, #5896294702000220 and #5896294701051109, currently have a $0 balance. On June 20, 2025, we requested to have both cards reloaded. We will follow up with you in 5 to 7 business days, once we have more information and the requests are complete. If you have any questions, please reply to the email sent to [email protected].
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

      Customer Answer

      Date: 06/25/2025

      Better Business Bureau:


      I have reviewed the response made by the business in reference to complaint ID 23484260, and find that this response/resolution is satisfactory to me. 






      Regards,


      Rob Boero

    • Initial Complaint

      Date:06/18/2025

      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.
      I purchased a pair of sneakers on the FINISHLINE website at 10:19 am on June 17 for $150. I used gift card **************** to pay, and the gift card balance after checkout was $75.01. I then continued to purchase sneakers. When I checked out again, I used gift cards **************** and **************** to check out. However, due to website issues, checkout failed. However, my gift card balance was deducted. **************** was deducted $75.01. **************** was deducted $74.99. I sent an email to negotiate with Finishline and negotiated with them through X, but I have not received a refund so far. I hope BBB can negotiate with Finishline to refund the gift card balance that was deducted by mistake. Why did my checkout fail but the gift card amount was deducted? I still haven't received a refund

      Business Response

      Date: 06/25/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 25, 2025


      Jams David
      NJ  08093
      Daytime Phone: (666) 888-5566
      E-mail: [email protected]


      Ref: 23484183


      Dear Jams David,

      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.

      We apologize that your attempt to place an order was unsuccessful. We attempted to contact you at the provided phone number (666) 888-5566, but could not reach you or leave a voicemail. After further review, we’ve requested that both gift cards, #5896294700675544 and #5896294701051109, be reloaded on June 25, 2025. We will follow up with you in 5 to 7 business days, once we have more information and the requests are complete. If you have any questions, please reply to the email sent to [email protected].

      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

      Thank you again for bringing this matter to our attention.

      Sincerely,

      JD Finish Line Customer Service Department

      Customer Answer

      Date: 06/28/2025

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