Business Profile

Retail Shoes

The Finish Line, Inc.

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

540 total complaints in the last 3 years.
145 complaints closed in the last 12 months.

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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:10/15/2024
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 8/29/24, I began a return for two pairs of shoes, as neither of the shoes fit. I placed both items in the same box that they were shipped in from the company, and completed the return online. I printed the label at home, placed it on the box with both pairs of shoes inside of the box, and dropped it off at my local ***** drop off site. I received an email stating Finish Line received my return on 9/3/24 showing both items. I then received a refund for one pair of shoes for $58.99, but did not receive the rest of my refund for $96.52. I called to inquire about this, and was told that they only received one pair of shoes. I was shocked, as I placed both pairs of shoes in the box and also have a receipt from ***** showing the weight of the package that I dropped off and that Finish Line received. Despite me providing the receipt from ***** as proof that I returned both items due to the weight of the package, my request for a refund for the other pair of shoes is still being denied. I believe this is incredibly unfair, as I did nothing wrong in the return process. I would like the rest of my refund, and at this point, I have made numerous calls to customer service with no help/resolution despite providing receipts.
Business Response
Date: 10/17/2024
JD Finish Line
*********************
************, IN 46235
October 17, 2024

***** ******
OH 43725
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 received a partial refund for your order **********. Our records indicate that the Big ********** Dunk Low Casual Shoes were not returned with the tracking number ************. If you have already initiated the return process for this item, please provide us with the return tracking number. This will help us to release the remaining amount for the refund. At this time, we are unable to process a refund for this item as it has not been returned.
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:10/07/2024
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 three orders on finishline website. For order **********, one pair was cancelled with no refund and another pair was never delivered, so I need refund of $185. For order **********, it was cancelled but I only got refund of $31.65. For order **********, both of two pairs were never delivered but I only received refund of one pair. Please refund for three orders to email on the order.
Customer Answer
Date: 10/09/2024
On August 30.
Business Response
Date: 10/11/2024
JD Finish Line
***********************************************************
October 11, 2024

Sd Vag
********************************************************
Daytime Phone: ***********
E-mail: **********************

Dear Sd Vag,
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 a refund for your three orders. Our records indicate that you have been fully refunded for order #**********. For order #**********, an electronic gift card was sent to ********************** on October 2, 2024. Furthermore, a gift card request has been submitted on your order #**********, for the remaining $133.35. Please allow 24 to 72 hours for processing, not including weekends. This will be sent to the email ****************************.
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: 10/18/2024
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.]
For order 9953624889, I still didn't get the full refund.

Regards,

Sd Vag

Business Response
Date: 10/22/2024
JD Finish Line
*********************
************, IN 46235
October 22, 2024

Sd Vag
*******************************>******, DE 19711
Daytime Phone: ***********
E-mail: **********************
Ref: 22393719

Dear Sd Vag,
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 had to contact us again regarding the refund for your order **********. We understand how important this matter is and assure you that we are committed to resolving the issue. The electronic gift card previously issued on August 2, 2024, for $92.50 is currently being resent. Please allow 24 to 48 hours for processing. Once processed, you will receive the gift card in your email within 24 hours. This will be 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

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.]
I still didn't get the gift card.
Regards,

Sd Vag
Business Response
Date: 11/06/2024
JD Finish Line
*********************
************, IN 46235
November 6, 2024

Sd Vag
*****************>******, DE 19711
Daytime Phone: ***********
E-mail: **********************
Ref: 22393719

Dear Sd Vag,
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 you had to contact us again for a resolution. In a previous email sent to you, it was mentioned that we would pull your gift card request to investigate why you havent been receiving the email. We noticed that the request had been pending due to a delay in processing. We apologize again for the additional wait time and the inconvenience this caused. As of today, our Special Operations team has been able to reissue the gift card to your email ****************** You should see this within 24 hours.
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: 11/12/2024
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 still didn't get the gift card. I am very anxious.

Regards,

Sd Vag
Business Response
Date: 11/18/2024
JD Finish Line
*********************
************, IN 46235
November 16, 2024

Sd Vag
**************
******, DE 19711
Daytime Phone: ***********
E-mail: **********************

Dear Sd Vag,
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 yet received your refund. Our records indicate that the gift card was reissued to your email ****************** on November 6, 2024. Please be sure to check your spam folders and email settings to make sure the email is not hidden. Please let us know if you still have not received the gift card. We can process another reissue request, to send it to an alternate 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: 11/19/2024
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,
Sd Vag
Initial Complaint
Date:10/07/2024
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.
I am filing a complaint against Finish Line regarding a highly unsatisfactory shopping experience.On 09/19/2024, I ordered a pair of shoes that arrived in poor conditionseemingly worn and improperly packaged, with no tissue paper inside the box. I returned the shoes to ***** for pickup, as they had an issue with the order. However, due to complicationspossibly related to a hurricanethe package was sent back to me instead of being processed. I sent the shoes back to ***** again for delivery to Finish Line's facility in ************. Despite this, I have yet to receive my refund. Finish Line has also blocked my phone number, making communication impossible. They indicated a 5-day processing time for returns, but this delay feels excessive. It seems as though Finish Line is being spiteful in handling this situation, as they have possession of the package but have not processed my refund. This experience has been incredibly frustrating, and I am seeking assistance in resolving this matter and obtaining my refund.Thank you for your attention to this issue.
Business Response
Date: 10/09/2024
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
October 9, 2024

Laquilla Jennings
730 Mosby St
Richmond, VA 23223
Daytime Phone: (804) 839-2664
E-mail: [email protected]
Ref: 22390580

Dear Laquilla Jennings,
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 you did not receive a refund upon the return of your order 5073000467. As a valued customer, we want to make this right. A refund of $121.90 was released as of October 8, 2024. Please allow 3 to 5 business days to receive the credit to your Visa account.
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:10/04/2024
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 purchased a pair of Jordans back in December, ordered a pair for myself & ordered a pair for my boyfriend. Package arrived, I just opened the box, gave my boyfriend his pair & put my pair in the closet. Which is a problem that I have, along with being a sneakerhead. Sofast forward to last week 09/21 when I FINALLY decided to wear my Jordans because I was going to NYCimagine my surprise when I opened my box & these Jordans have been worn! Not only worn, but worn out & stretched out! I contacted the company after reading about the policy online to see if anything can be done, they referred me to ****, **** Will not accept sneakers on complaints of being worn. So Im in a pickle. I have NEVER worn these sneakers, IF I did they would NEVER look as worn as this! This was the only time I ever ordered from Finish ******** will never order from Finish Line again. I have sneakers that are 5, 6 years old & DO NOT look like this pair! I just dont understand! Did the person packing my order see that it was the same sneaker & trade them?! Because they are stretched & USED beyond what I would EVER do to my kicks! And I own many many sneakers that I order from ****.
Business Response
Date: 10/07/2024
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
October 7, 2024

Kimberly Rivera
2017 Corbin Ave Apt 6
New Britain, CT 06053
Daytime Phone: (860) 818-3163
E-mail: [email protected]

Ref: 22383015

Dear Kimberly Rivera,

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 you received a product on your order 9403459734 that does not meet JD Finish Line standards. As a valued customer, we want to ensure that we make things right. Normally, we are unable to refund or replace a purchase that is past the 45-fay return window. However, you may return by mail for further inspection to determine if a refund is possible. An email has been sent to [email protected] with further instructions.

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:10/04/2024
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.
This company refuses to issue my refund back to me after I returned the items back they got there stuff back o want my money or they will get sued for more than $10,000 it's thousands of customers who going through the same thing as I am finish line is corrupted selling fake product taking people money I also filed complaints with the *** AND FCC they only refunded me for $16.20 instead of the full amount I have the return tracking number ************
Business Response
Date: 10/07/2024
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
October 5, 2024

Terence Cummings
1050 Dolvin ST
Greensboro, GA 30642
Daytime Phone: (478) 443-9182
E-mail: [email protected]

Dear Terence Cummings,
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 received a partial refund for your order 5050795942. Our records indicate that the Men's Air Jordan Retro 1 Mid Casual Shoes were not returned. Furthermore, the tracking number, 279426637655, shows that the package weighed 2.9 lbs. and did not reflect the weight of the shoes. If you have already initiated the return process for this item, please provide us with the return tracking number. This will help us to release the remaining amount for the refund.
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: 10/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22379234, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I only returned both pairs of pants back not the shoes they didn't fit only got half of the refund when it was supposed to be $32.40 October 1 2024

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

Regards,

Terence Cummings
Business Response
Date: 10/07/2024
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
October 7, 2024

Terence Cummings
1050 Dolvin ST
Greensboro, GA 30642
Daytime Phone: (478) 443-9182
E-mail: [email protected]

Dear Terence Cummings,
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 if your initial complaint was unclear to us. Our records show that a refund of $16.20 was issued on October 1, 2024, and again on October 3, 2024, for the second item. Normally, it can take 3 to 5 business days to receive the credit to your account, not including weekends. The latest day you should receive the refund would be October 10, 2024. We recommend contacting your bank for additional information, as every bank has its own time frames and policies.
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:09/24/2024
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.
My issue is I placed and order for shoes they claim the order shipped out on Sunday the 22nd but currently its now Tuesday and the other still saying **** awaiting order the *** claims they going to call the store as Im typing this I have been on hold for a good 15 minutes now I just wanna know whats going on with the order **** has to scan the item for it to be marked as shipped
Business Response
Date: 09/25/2024
JD Finish Line
*********************
************, IN 46235
September 25, 2024

****** *******
Po Box 171
***************, *******; 12779
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 you have not received your order #********** and understand how important this matter is. At this time, we have confirmed the carrier's pickup with our fulfillment store. We kindly request to allow 5 business days for the carrier to update the tracking status. Today is the third business day. If the tracking status has not been updated by that time, please know that we will take immediate action to process a refund or replacement for you. Your satisfaction is our top priority.
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 **************** Department
Initial Complaint
Date:09/20/2024
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 ordered items on finish line and they never sent my refund and they havent done anything about it, they cancelled my order, I was told my money would be sent back and I would receive an email from the refund team within 24-48hrs and I never received an email after 10 days. Every time I call they tell me they same thing listed above and they are escalating the situation but I still have not received my refund it is still being held by finish line and says pending on my account
Business Response
Date: 09/23/2024
JD Finish Line
***********************************************************
September 21, 2024

***** *****
*****************
*******************, CO 80528
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 have not received a refund for your canceled order #**********. Our records indicate that there was an error with the payment processing, as it could not be authorized. An email has been sent to ********************* with more information regarding the pending charge on your account. If you have any questions, please contact the appropriate financial institution for additional information.
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 **************** Department
Initial Complaint
Date:09/19/2024
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 made a purchase last night night online and I choosed the wrong address for shipping and I called waited for a Supervisor was told none available after insisting on waiting after a half and hour got hanged up on. I called again waited again in the middle of the conversation the Supervisor told it was in the "middle of shipping and couldn't be changed again DISCONNECTED!!! IT HAS NOT SHIPPED THEY COULD CORRECT THE ADDRESS! EXTREMELY DISPLEASED!!!!
Business Response
Date: 09/23/2024
******* ********
**************************************************************; 11228
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 your order #********** was placed with an incorrect address. Please know that once the order has been completed, changes to the shipping address cannot be accommodated. We recommend contacting the carrier for additional information on shipping modifications. An email has been sent to ********************* with alternative options in case you do not receive the shipments.
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 **************** Department
Initial Complaint
Date:09/18/2024
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 August 24, I earned a pair of white thunder ****** $s and was to pick them up at the ****************************************************************************************************** store August 24th. I redeemed ***** rewards points While my points I redeemed where returned, I was told the shoes were never delivered. I have filed two formal verbal complaints, to get a answer where these shoes went? I am losing faith in finish line due to the lack of response as their customer service email is undeliverable. I never was able to get a pair of shoes for my son he was expecting for school. Can someone please research and respond to tell me what happened to my shoes and what finish line is going to do to make it right? Status account ********
Business Response
Date: 09/19/2024
JD Finish Line
*********************
************, IN 46235
September 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 for your recent store experience and understand how important this matter is. Your concerns regarding the inability to pick up your Status Exclusive Access order have been forwarded to the Store Operations Team. Please allow 24 to 48 hours to receive a follow-up. For the inconvenience, a $20 reward was placed in your Status account ********.
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 **************** Department
Initial Complaint
Date:09/16/2024
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 9/7/24 I went to store #***, Located in: ************** at ************** Address: ***********************************************. I went to return two items from the two different order numbers that I provided because they did not look like the picture from the website. They were the beige 9060 New balance size 11 in woman's and size 8 1/2 in woman's. The store representative told me that she had to call customer service because my original form of payment was ******. She then checked both sneakers after she spoke to the customer care representative and told me my refund was being processed, not to pay any attention to the return labels that were sent to me through email because I returned the sneakers to that store. I asked for a receipt as proof that I left the sneakers there, she said the labels were my proof but that did not make any sense to me so I stood in the store and personally called the finish line customer service number which was ************** at 7:53 PM on 9/7/24. The representative gave me two confirmation numbers for these returns, I even verified the shoe size because in the order for the complaint there were two pair of sneakers one was beige size 8 1/2 woman and the other pair was a size 7 in toddlers in a grey and white color that I still have for my son. The woman confirmed the sizes for return which was a womans 11 and 8 1/2 beige 9060 sneakers the reference numbers were ********* and *********. She said everything was done correctly so to have no worries. When I received the refund I realized that one of the refunds was incorrect. I was refunded $80 for the toddler grey and white sneakers that I still have but was supposed to receive $150. I contacted customer service, today makes three times. I was told that the other half would be manually processed for me last week but today when I called I was told that it was not being processed. I still have the $80 sneaker, I want the rest of my refund back for the 150 for the correct item.
Business Response
Date: 09/18/2024
JD Finish Line
**************************;
************, IN 46235
September 17, 2024

********* *****
**********************************************
*******, *******; 07030
Daytime Phone: **************
E-mail: **********************************

Ref:22294072

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 apologize for the inconvenience caused with your refund from order **********. Our records show that a refund of $70.00 was submitted on September 17, 2024. Once this is processed, ****** should post this to your account within 3-5 business days.
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 **************** Department

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