Business Profile

Retail Shoes

The Finish Line, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

539 total complaints in the last 3 years.
144 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:11/16/2024
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.
On September 25th of 2024 I made a purchase for a pair of Air Max sneakers from finish line that were delivered days later but somehow they were not here when I got home. On the same day also ordered from **** and neither one of my shoes were there upon delivery. My neighborhood is notorious for porch Pirate so I filed a police report. And contacted the respective businesses **** immediately fixed the issue and sent out another pair finish line said they would refund me in an email and then did not. I called and spoke to ***** The manager who said he would look into it get me a fix in a couple of days and I forwarded him the email I also took it up with my credit card company. I had to email ***** again to contact me and when he contacted me he said he's got to wait until the credit card company stops there investigation to refund me and I have heard nothing back from him about my refund. Then just a few days ago on November 15th of 2024 I made another purchase for a pair of slides and a pair of ****** sneakers within hours it goes on sale for 25% off. I called and spoke to a couple of different people and I was very upset because they both told me they can't do adjustment tonight have to return to rebuy the same items even though I'm one of their status members and they also said I would lose my reward coupon that I used for these items. I spent quite a bit of money with them in the past and it's frustrating that they get to slightly twice even though I continue to patronize their business. they tell me I have to return the sneakers by mailer to the store either way I'd have to leave my home costing me more money to do so and I'm disabled so it's really hard for me to get around. I am so done with this company and a policies to slight the customer with no aftercare. They want me to incur more cost to return these items. Also when I didn't get the first pair of sneakers I was treated very poorly by several of the agents before reaching ***** the supervisor.
Business Response
Date: 11/22/2024
JD Finish Line
*********************
************, IN 46235
November 19, 2024

****** *****
***************************************************************************
Daytime Phone: **************
E-mail: *************************

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 apologize that you did not receive your order **********. After reviewing the claim notes, we have determined that JD Finish Line cannot approve a refund or replacement request for this order. Your financial institution reported a chargeback of $118.80 on October 5, 2024, and will issue a refund to you directly. Additionally, upon reviewing your order **********, we found that both a promo code and a reward were applied. As a result, we are unable to apply any additional discounts or promotions, as they have already been used.
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:11/11/2024
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 purchased a pair of shoes in the store in *******. After wearing those shoes I noticed that one foot was bigger than the other. I called customer service to explain the situation and they advised me to send the shoes in for inspection. The customer service *** emailed me a packaging label to send the shoes back to the warehouse. I recently contacted them to get the status and the company is advising that they cannot locate the claim number that was given or track the tracking number that was label on the label that was sent to me. I have emailed them back on the same email thread in which I received the shipping label and the customer service team is advising that no information is found. I would like a full refund of my shoes or a pair of shoes of the same sort sent to me expeditiously.
Business Response
Date: 11/11/2024
JD Finish Line
*********************
************, IN 46235
November 11, 2024

****** *****
***********************************>*******, *******; 77388
Daytime Phone: **************
E-mail: ****************************************

Ref: 22536908

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 apologize that you did not receive any communication regarding your return. We understand how important this matter is and are dedicated to making this right. Our records indicate that a check refund of $99.59 was mailed to you on November 5, 2024. Please know the time frame for delivery is 5 to 7 business days, excluding weekends and holidays. You should have this no later than November 15, 2024.

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

Customer Answer
Date: 11/22/2024
I have received a refund. This case can be closed
Initial Complaint
Date:11/08/2024
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.
On 11/6/2024 I made a purchase to finish line in the amount of ****** in which is still pending on my account on 11/7/2024 another charge was credited to my account in the amount of ****** that I didnt authorize nor get a update from the merchant I have contacted them on several occasions to get the issue resolved but has yet been unsuccessful in which my account is still pending the original charge that has my account left in the negative
Business Response
Date: 11/12/2024
JD Finish Line
*********************
************, IN 46235
November 12, 2024

******* *******
***********************>***********, *******; 63113
Daytime Phone: **************
E-mail: *******************************
Ref: 22530151

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 apologize for the issues you are experiencing with the payment for your order **********. In a review, our records indicate that we requested an authorization for $474.20 on November 6, 2024, and the charge was successfully completed for the same amount on November 7, 2024. Please note that Cash App can take anywhere from 10 to 21 business days to remove a pending authorization. We ask that you allow until the end of the day on November 15, 2024, for this amount to be removed from your account. If the pending charge is still visible after the given date, please contact Cash App directly.
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

Customer Answer
Date: 11/13/2024
These are for the 2 payments being taking out of my account its no way Im still waiting on funds being taken out of my account without being authorized and my card was locked it shouldve even went through
Customer Answer
Date: 11/13/2024
These are for the 2 payments being taking out of my account its no way Im still waiting on funds being taken out of my account without being authorized and my card was locked it shouldve even went through
Customer Answer
Date: 11/13/2024
These are the 2 transactions
Customer Answer
Date: 11/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.]
These are for the 2 payments being taking out of my account its no way Im still waiting on funds being taken out of my account without being authorized and my card was locked it shouldve even went through

Regards,

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

Business Response
Date: 11/26/2024
JD Finish Line
***********************************************************
November 25, 2024

******* *******
********************
***********, *******; 63113
Daytime Phone: **************
E-mail: *******************************

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 apologize for any confusion with the payment authorization for your order **********. Our records indicate that we requested authorization for $474.20 on November 6, 2024, and the charge was completed for the same amount on November 7, 2024. Please note that Cash App can take anywhere from 10 to 21 business days to remove a pending authorization. I called and spoke with you on Monday, November 25, 2024, and you verified that this pending hold had been released. This issue has now been resolved. Please let us know if you need any further assistance.
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:11/06/2024
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 placed my initial order with finish line on 9/12, I received the order the next day 9/13, which was great, however the sneakers were defective with stains on them. I contacted customer service requesting a ***lacement the same day. I was sent a return label via email & was told a ***lacement would be sent out within 4-6 business days via *** ex 2 day shipping once the return was received. I promptly returned the shoes via Fed ex on 9/14. They were delivered back to finish line on 9/18 & I received confirmation via email. The issues began from that point on. After a couple follow up calls with customer service & being told a ***lacement would be sent out in 5-7 business days I patiently waited. More time had passed & I reached out again to the customer service team, but on this occasion to my surprise I was told the ***lacement order was canceled which was never communicated at any point & neither was an automatic refund processed. This was after a couple weeks of waiting. I had to request a refund at that time. The payment was made in two forms, $100 on a finish line gift card and $29 on my debit card. I was advised my request would be forwarded & I would receive a refund via the same forms. Several days had gone by with no refund. I was extremely frustrated and reached out via their chat group. I spoke with a *** who indicated she was able to see the issues I had been having & would be escalating the refund request. She also committed to a follow up call in a week. I had heard this once before & never received a call back from a Supervisor so I was elated when I actually received that call back. She assured me they were processing my gift card refund & would receive it 5-7 days. That took 2 more weeks but I finally received the $100 gift card. I decided to use the gift card, but was unable to because it was invalid. I reached out 3 more times & continue to receive the same 5-7 business day ***ly with no resolution 2 months later. Any help is truly appreciated.
Business Response
Date: 11/08/2024
JD Finish Line
*********************
************, IN 46235
November 8, 2024

********* *****
*******; 33594
Daytime Phone: **************
E-mail: *********************************

Ref: 22523633

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 apologize for the issues you are experiencing with your gift card from order **********. We understand the importance of this matter and are dedicated to providing a resolution. Our records show that there was an error when activating your gift card. A request has been sent to the ****************** to cancel the current card and issue a new one electronically. Please allow 3 business days for processing and an additional 24 hours to receive the gift card to your email. This will be sent to the email address *********************************.
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

Customer Answer
Date: 11/13/2024
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:11/02/2024
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.
DATE OF TRANSACTION: 10/30/2024 ORDER #: ********** ISSUE: RETURN RETURN ITEM: Women's Pink Soda Sport Relox Cargo Pants/ COLOR GRAY/ SIZE L ITEM PRICE: $20.00 + tax QTY: 1 DESCRIPTION: The pants came in the box unpackaged AND with no tag attached. Still tried them on to see the fit but it was too big. Attempted to process the return directly to the store (**************, ******, **). The store manager refused to accept the item as it did not have TAG. I explained the item came unpackaged and without tag originally. She still refused to accept the return. I feel that I bought unreturnable item and I don't know what to do with it as it is not my fault the item does not have official tag. I need to return this and get my $ back.
Business Response
Date: 11/05/2024
JD Finish Line
**************************;
************, IN 46235
November 5, 2024

***** ***
GA 30236
Daytime Phone: **************
E-mail: *****************************
                                                                                                                                    Ref: 22506130
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
Dear ***** ***, I'm *****, your JD Finish ************* Care Engagement Specialist. I am reaching out via email concerning the Better Business Bureau complaint filed for the return of Women's Pink Soda Sport Relox Cargo Pants from order **********. I apologize that the JD Finish Line store would not accept your return due to the product not having the tags on it of which you stated was not delivered with the tags on them and was just thrown in the box. After contacting you by phone and discussing your return options you decided to return your product by mail using the Return by Mail self-service return portal. Once the product PSW11835 361 size Large is received and reviewed with ***** tracking ************, the refund will be processed.
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 ************* Service Department
Initial Complaint
Date:10/22/2024
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 placed an online order back on September *******. I received the wrong item on September *******. I contacted the customer service line thinking I should be able to get my correct shoe within a couple days. Well now it's a month later and I have paid my money and still no shoe. I have contacted customer service a couple times and the most recent contact was with a representative named *** who stated to me that he sees no movement on my shoe. This was on October *******. I called again on October ******* and spoke with a representative who said she was escalating this to a manager, well this should've been done in the beginning. As a customer they should have expedited the shoe I ordered in a timely manner instead of punishing me as the customer. I still have no resolve but this is unacceptable. The representative said hopefully, I should receive my shoe in 1-2 business days which will put me at Friday October *******.
Business Response
Date: 10/24/2024
JD Finish Line
**************************;
************, IN 46235
October 23, 2024

****** *******
*****************
*********, *******; 76016
Daytime Phone: **************
E-mail: *********************
                                                                                                                                    Ref:22459877
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We are sorry for the inconvenience caused by orders ********** and X587118936. On October 23, 2024, we attempted to reach out at the provided phone number, ************** and left a voicemail. An email was also sent to ********************* providing the tracking number for the shipment.
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 ********************* Department
Initial Complaint
Date:10/20/2024
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.
My account hasnt received any status exclusive access since 2023. Please update the account abd send the notifications.
Business Response
Date: 10/21/2024
JD Finish Line
*********************
************, IN 46235
October 21, 2024

**** *********
*******; 40014
Daytime Phone: **************
E-mail: ******************************

Ref: 22447975

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 apologize that you have not received Exclusive Access on your Status account ********. Please know that each Exclusive Access launch is granted to various select Status members, and is not guaranteed for every event. You can improve your Status by updating your profile, shopping either online or at your local JD or Finish Line stores, and engaging with our content. This will enhance your Status, giving you greater chances of receiving Exclusive Access.
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:10/20/2024
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.
Company Name: Finish Line/JD Order Number: ********** ***** Claim Number: ************ Issue Description:On October 1, 2024, I ordered a 4 pair of sneakers from Finish Line, with an expected delivery date of October 4, 2024. Upon returning home to retrieve the package, it was not at my location. After checking with neighbors and contacting Finish Line customer service, I was informed that I could either receive a refund or a replacement shipment.I initially requested a replacement; however, the representative could not confirm a delivery date before my upcoming trip. He then assured me that a refund would be processed, which I received confirmation for via email. Subsequently, I received another email stating that I was not eligible for a refund, which was confusing.After further communication with Finish Line, I was told that ***** confirmed delivery at the correct address and was instructed to file a claim with them. I provided Finish Line with the ***** claim number, but they still did not issue a refund.I am seeking the Better Business Bureau's assistance in facilitating a resolution. I would like either a full refund or a replacement shipment for the sneakers, as I did not receive the items I paid for. My experience has been frustrating and inconsistent, and I would prefer to resolve this matter amicably. However, if necessary, I am prepared to involve legal assistance.Thank you for your attention to this matter.Sincerely,****** ********
Business Response
Date: 10/21/2024
JD Finish Line
**************************;
************, IN 46235
October 21, 2024

****** ********
******************************************************; 14215
Daytime Phone: **************
E-mail: *************************************
                                                                                                                                    Ref: 22447098
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the JD Finish Line Order Number: ********** with the ***** tracking number ************. After looking at the claim notes, it has been determined that JD FL cannot approve any refund or replacement requests for orders not received that state "Delivered". This decision is a result of our third-party verification system. For future deliveries, we recommend that you contact the carrier to arrange a pickup location for your future purchases to ensure successful deliveries.
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 ********************* Department

Customer Answer
Date: 10/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.]

hello, I have reviewed the response from JD for this line while I do appreciate them getting back to me in the timely fashion. I do not accept the response due to the fact that the original customer service representative stated that I will be receiving a full refund., Like I stated, I initially asked to Have my shipment reset but due to time restraint, he told me that he would just issue a full refund. It is not my fault that I do not receive those items and I have been a long time customer of ********************** line. I am seeking help to rectify the situation asap.

Regards,

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

Business Response
Date: 10/22/2024
****** ********
********************
*******, *******; 14215
Daytime Phone: **************
E-mail: *************************************
                                                                                                                                    Ref: 22447098
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the JD Finish Line Order Number: ********** with the ***** tracking number ************. After looking at the claim notes, I'm sorry, but JD Finish Line cannot approve the refund claim request due to multiple claims of non receipt of packages at this billing location. You can contact the carrier to discuss options for future deliveries. For instance, you can request to have your future packages held by the carrier or choose to have them shipped to a pickup location near your location.
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 ********************* Department

Customer Answer
Date: 10/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.]
I appreciate JD finish line for getting back to me while I understand that previously there may have been Challenges with deliveries in the past at the at that address that has nothing to do with me, I have only been residing here for less than a year And each time I order something I always get my packages. This is the first time this has happened and it is very frustrating. Furthermore, I was told that I would be getting a refund. I have th phone call that was recorded with the customer service representative and not only that they sent me an email stating that I will be receiving a refund. I dont care to receive a refund, I just want my order and if I cannot get my order, I would like a refund. Last week someone from Finishline told me to reach out to ***** and once I was done working with ***** if they did not locate my package that I can call back and then I will be issued a refund. I have done just that and still am getting the runaround. All I asked is for a refund or replacement.
Regards,

****** ********
Business Response
Date: 10/26/2024
JD Finish Line
**************************;
************, IN 46235
October 26, 2024

****** ********
******************************************************; 14215
Daytime Phone: **************
E-mail: *************************************
                                                                                                                                    Ref: 22447098
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the JD Finish Line Order Number: ********** with the ***** tracking number ************. After looking at the claim notes, I'm sorry, but JD Finish Line cannot approve the refund claim request. You can contact the carrier to discuss options for future deliveries. For instance, you can request to have your future packages held by the carrier or choose to have them shipped to a pickup location near your location.
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 ********************* Department

Customer Answer
Date: 10/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.]

hello,
Every time I respond they are replying with the same message, I just want a refund, at this point Im ready to go public about this situation and explore other options, even legal options to get a refund.
Regards,

****** ********
Initial Complaint
Date:10/18/2024
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.
I purchased sneakers on 8/24/24 that were delivered on 9/3 - but were not the right color or size that I ordered. I contacted the business and was given a return label -for which I sent the shoes back for the correct ones immediately. They were received back on 9/19. To date, I have not received a refund for the shoes (only the expedited shipping cost) OR the actual shoes that were originally ordered. It is pushing 2 months since the first transaction and this is unaaceptable.
Business Response
Date: 10/21/2024
JD Finish Line
*********************
************, IN 46235
October 21, 2024

***** *******
************************************************; 03785
Daytime Phone: **************
E-mail: ***************************************

Ref: 22440437

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 apologize that you did not receive a replacement for your order **********. We value you as a customer and want to make this right. Your replacement order X586848927 has been released as of October 21, 2024. Please allow 24 to 48 hours for order processing. Once processed, it will be shipped with 2 to 3 business day ***** Rush delivery.
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:10/16/2024
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.
For my order **********, I returned the 2 pairs of air ****** 5 retro shoes with the return label provided by Finishline (tracking: ************). It is delivered more than a month ago on Sept 11th, but I still didnt receive my refund.The agent claimed that their warehouse didnt receive my return package. However, on ***** tracking package, there is proof of delivery to their warehouse. Then the agent said the weight of the package doesnt match the products, but upon them checking the weight of the package is 9lb which matches the 2 pairs of shoes. Then the agent went ahead and submitted another refund request for me, but no answer since. They again said they cant refund me despite ***** proof of delivery and package weight. If finishline is the one providing the return label, you should be responsible for the package. Customers are putting trust on you by using the return label you provided. Now I am without my money nor the shoes. I need my refund back.
Business Response
Date: 10/18/2024
JD Finish Line
**************************;
************, IN 46235
October 17, 2024

** ****
CA 90304
Daytime Phone: **************
E-mail: ***********************

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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the refund of the return of two pairs of Air ****** 5 Retro shoes from order number ********** with the ***** return shipping label ************ provided by Finishline. It was found that according to the weight of the package, 8.9 lbs / 4.04 kgs per the tracking ************ was not consistent with two pairs of shoes and the shoes were not received by JD Finish Line.

In a review of your last email to JD Finish ****************** on October 16, 2024, you stated... "I just went to the ***** store. They actually have my returned package there at the store. They are saying there may be some issue with the tracking that is why it was returned without notice. It has been there for days but no one notified me. Since I dont think this is my mistake but fedexs trackings issue." "I still wanna return the shoes. Could you please provide me with another return label for the 2 pairs of shoes".
The ***** return shipping label was sent to your email address with tracking number ************ on 10/16/24.
You can return them to a store for review since they are outside of the 45-day return policy. If approved, the store can contact customer care to process the refund. The closest location to your shipping address in ********** is The ************************************, *************************************************. The Store's contact number is **************.

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 ********************* Department

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The Finish Line, Inc. is NOT a BBB Accredited Business.