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.
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:09/14/2024
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.
Placed an order on 8/5/24 after two weeks there was no movement from ***** location so the JD sport customer care marked package lost and issued replacement via 2 day shipping on 8/14/24. Replacement item ended up at the same ***** location as the previously lost package and also stopped being tracked so JD sport customer care marked lost and sent a refund request that was supposed to process in 3-5 days. The allotted amount of time passed and still havent received my refund or package. When I contact the merchant again Im told my refund was cancelled because the package was in transit. However, I was never informed of any cancellation. ** customer care agent promised to expedite my refund and follow up with me in ************************************************************ received any refund. On 9/13/24 I receive notification of delivery and pick up package from the post office. Upon pick up the box is damaged and completely open on one side. When I look into the box the shoe boxes are torn open, shoes outside of the box, scuffs, scratches, and dirt on shoes. Contacted the merchant on 9/14/24 regarding damaged order received and was told that I need to return to distribution in order to process the refund even though I should have received a refund weeks ago. Finish Line made me wait over a month to receive damage items and the care team constantly lied to me throughout the process. Now I am responsible for printing a shipping label and delivering to ***** in order to receive money owed to me. The agent added a $20 coupon to my account for the inconvenience as if I would ever purchase again. I am sending package back the exact way it was received, damaged boxes and all. I dont trust this company and I need help getting a resolution.
Business Response
Date: 09/17/2024
JD Finish Line
***********************************************************
September 17. 2024

******** *****
FL 32640
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 the condition in which you received your order **********. In this case, JD Finish Line will need to receive the product back before a refund can be approved. An email has been sent to ************************** with a free ***** return shipping label. Please print the label and adhere it to the shipping box. You can take the shipment to a ***** store and once this is returned and processed, the refund will post to your Klarna 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 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

Customer Answer
Date: 09/23/2024
I have sent back the damaged items but still waiting to receive my FULL refund. I have not been in contact with this business since sending the complaint. Please do not close out my complaint until the business has issued my refund. I've been promised a refund for over a month now and still we are here...no refund.
Customer Answer
Date: 09/23/2024
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.

I won't be satisfied until I receive my full refund. I've done my part. Please return my money to my original form of payment so that I can be done with JD Sports and Finish Line.

Regards,

******** *****
Business Response
Date: 09/25/2024
JD Finish Line
*********************
************, IN 46235
September 25, 2024

******** *****
*******; 32640
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 had to contact us again to get this resolved. In a review of your order #*********, we show that your return shipment ************ is expected to be delivered on September 25, 2024. Normally, it can take 5 to 7 business days for our ****************** to process a return. Once that is done, a refund will be released to your Klarna account which can take 3 to 5 business days.
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

Customer Answer
Date: 09/27/2024
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:09/13/2024
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 an online order, The order number is **********. I have returned the items and received a confirmation email from finishh line, telling me that I need to wait 7-10 working days to process my refund. But I still haven't received any refund. I contacted them but they didn't reply, so I decided to ask BBB for help.After looking deeper, this company has a habit of doing this to multiple other people. Such a scam.
Business Response
Date: 09/17/2024
JD Finish Line
*********************
************, IN 46235
September 17, 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 you did not receive a refund upon your return of order **********. Our records indicate that the order was returned outside the 45-day return period, and was not eligible for a refund. This has been forwarded to our ****************** to obtain additional information regarding the whereabouts of your package. Please allow us 24 to 72 hours to provide you with an update. If the package has not been mailed back, we will initiate this process immediately.
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

Customer Answer
Date: 09/26/2024
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???????????? ID ******** ??????,??????/?????????

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Initial Complaint
Date:09/12/2024
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.
Order ID **********, Placed on 7/30 for 2 Pairs of Shoes, a Sweat Shirt, Sweat Pants and a pair of gloves. Totaling 495.71.Sneaker 1 - Tracking: ********************** ****** (NEVER EVEN SHIPPED)Sneaker 2 - Tracking: ********************** ****** (8/5)Gloves - ************ (Fed Ex) (8/1) - Package delivery does NOT show address on picture on document to AMEX Sweat Shirt/Sweat Pants : ************ (Fed Ex) (8/1) - Package delivery does NOT show address on picture on document to AMEX Sneaker 1 - Up to this day, checking original tracking number: ********************** ****** the item NEVER shipped. Seen documentation, I reached out for a replacement after waiting for an update. I advised then that order was a GIFT and delivery date supposed to be 8/11. I was told that they will ship out another sneaker due to 'lost' on their behalf. Sneaker was supposedly shipped/scanned as delivered. I never received it. The information on this was/is ************** ************.Also Reached out 8/5 to check status because received tracking updates that items were delivered. checking at delivery address nothing was there. FinishLine said that things get scanned w/ pictures before delivery and maybe area wasnt safe to leave package. Informed them that the residence is infront a bus stop, so DO NOT LEAVE packages there. Instead I will be at residence to sign for package. They say it was relay to the carrier and its ok.Summary - Did not receive any items. Not sure if stolen from house by bus go-ers. Reached out and at first a replacement order was offer/created. I realize replacement will NOT come on time for gift purpose, I ask for refund. I was told NO refund, - I was told they cant help me and to contact my credit card company. Filed a dispute and reviewing documents, it says: DO NOT RE-CREATE RMA for ADDRESS, DO NOT REFUND or REPLACE for my address. THIS IS APPALLING.I am believe my packages stolen by Bus traveler, or delivery person. I told this to finishline. NO HELP.
Business Response
Date: 09/14/2024

JD Finish Line
*********************
************, IN 46235
September 13, 2024

**** ****
******************************************************************; 10705
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. I attempted to contact you on September 13, 2024, at the phone number ************ and I was unable to leave a voicemail.
We apologize you did not receive your order **********. Based on the tracking details, the items were delivered to the shipping address on this order. Unfortunately, JD Finish Line is unable to issue a refund or replacement for this transaction.
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

Customer Answer
Date: 09/14/2024
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.
Upon checking my call logs, there was a missed call from them. But no voicemail was left. In addition, in attempts to call back, I was hung up on after giving my order information and told they cannot help me any further. I have submitted documentations and I even have a lost package case opened with *****. Instead I just get the generic unfortunately we cannot provide you a refund. Verbiage.
There is a reason why your BBB will stay at the 1 star or less, because thats what this company deserves. A fraudulent company with NO regard for customer service, or dignity to do whats right.
Regards,

**** ****

Business Response
Date: 09/18/2024
JD Finish Line
*********************
************, IN 46235
September 17, 2024

**** ****
*************************************************************************
Daytime Phone: **************
E-mail: *******************************
Ref: 22276938

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 package and understand how important this matter is. Please know that if the shipment tracking status shows "Delivered" and you are unable to locate the shipment, JD Finish Line is not responsible for the shipment becoming lost or stolen in these circumstances. As a courtesy, we initiate the request for a refund or replacement. However, if the request is denied, the refund or replacement order cannot be approved. Please contact the carrier or your 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

Customer Answer
Date: 09/19/2024
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.

No real resolution. I have contacted 1st my creditor (AMEX) and this was attached in the original complaint where you can see in their system that they documented "DNR" do not reship. They went out of their way to document not to refund or reship my missing parcel, and now state that once a decision is made they cannot offer the courtesy. I was initially offered a reshipment but because I requested a refund instead of reshipment due to the fact that the items would not arrive on time, my account was denoted with this. Again this is appalling. They will never earn my business again, and I will be seeking legal actions. I also have recorded conversation with my attempt to contact them to get hung up on via my own phone, and via a different phone number once they confirmed and pulled up my information.
I refute this response as there is NO help.

Regards,

**** ****
Initial Complaint
Date:09/10/2024
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.
Ordered shoes in August. Have not received them or a date to get them. I keep getting the run around from customer service and I'm making payments on it and have still not received any product.
Business Response
Date: 09/12/2024
JD Finish Line
**************************;
************, IN 46235
September 12, 2024

**** ******
*****************************************************
*******, *******; 60615
Daytime Phone: **************
E-mail: *****************************

Ref: 22264603

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 order you placed on August 30, 2024, for item FV5951 111 size 7.0. After reviewing your order #**********, I found that the order did not ship and we sincerely apologize for any inconvenience this may cause you. As our valued customer, to make this up to you, we have shipped you a replacement order with new order # X586785069. Your 2-Day ***** tracking number is ************. Please allow ***** time to pick up the order and scan the package for your delivery date. You can track the delivery on *************.
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
Initial Complaint
Date:09/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/9/2024, I purchased sneakers for a total of $101.03. I received notification that the item shipped on 8/10/2024. On 8/17/2024, I called customer service as the FED EX shipping said the item was waiting on a label. The customer service agent said that he would mark the item as lost and would send me a replacement pair. I received notification the item shipped the next day, but again the item never went beyond the initial tracking information (awaiting label). I called on 8/19/2024 to see if something was wrong and the person said I would receive the item in two days. I called back on 8/22/2024 and once again was told they weren't sure where it was. At that point, I asked for the item to be cancelled and was told they would put the item as cancelled and I would receive my money back in 5 business days. I also asked to speak to a supervisor was told that they were busy and one would call in 24 hours. They never did. I called back on 8/28/2024 and was told that the lady on 8/22/2024 didn't properly cancel my order so she said she did it correctly and now I needed to wait another 5 days. I called again on 9/5/2024 finally was able to speak to **** a supervisor who told me that my cancellation request was cancelled because the store finally found the shoes and sent them to me. I told her I no longer wanted the shoes as I had cancelled back on 8/22 and after a lot of back and forth I was told that she would cancel them. The shoes arrived at my house and I emailed the supervisor to tell her to schedule a pickup. She said someone would contact me about that and no one has and it may affect my refund. I still have not received a refund.
Business Response
Date: 09/10/2024
JD Finish Line
**************************;
************, IN 46235
September 10, 2024

*******************************
*************
***********, *******; 06023
Daytime Phone: ***********
E-mail: *********************
                                                                                                                                    Ref: 22261145
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 return of your replacement order X586177609. As our valued customer, to make this up to you, we have issued a refund for $101.03. It was applied back to your Afterpay account on September 10, 2024. Please allow 3 to 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

Customer Answer
Date: 09/12/2024
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:09/09/2024
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.
Five days ago, we purchased sneakers at Finish Line. When our daughter tried them on at home, she realized they were not the right size. Today, my wife went back to the same Finish Line store to exchange them. Unfortunately, the staff were unprofessional and unwelcoming when she finally spoke to someone at the register. She handed them the sneakers along with the receipt. The specialist examined the sneakers and pointed out some white speckles around the edges of the soles, suggesting that it looked like adhesive tape or something similar. My wife informed them that the sneakers were in that condition when we bought them, as they had never been worn and had remained in the box since purchase. The specialist said he needed to speak to a supervisor.The manager then came out, attempted to clean the area, and returned, stating they couldn't accept the sneakers because of the speckles, despite my wife explaining that we had the sneakers for only five days and were well within the 30-day return policy. When my wife asked to speak with the manager, the specialist at the counter suddenly claimed he was the manager, despite earlier referring to the other gentleman as the manager. When my wife requested his full name to escalate the issue to Finish Line corporate, he only provided the name ***** and refused to give his last name. Frustrated, my wife left the store and later contacted Finish Line corporate to file a complaint.
Business Response
Date: 09/11/2024
JD Finish Line
*********************
************, IN 46235
September 11, 2024

******* *****
**************************************** F4
*******, *******; 10704
Daytime Phone: **************
E-mail: *********************

Ref: 22251775

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 were unable to return your purchase. Your concerns regarding your store experience have been forwarded to the Store Operations Team. Please know that it is at the store's discretion to accept or deny a return based on JD Finish Line's standards. If you wish to return by mail, we can inspect the item to determine if a refund is possible. An email has been sent to ********************* 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 **************** Department

Customer Answer
Date: 09/22/2024
We made several attempts to contact the corporate offices of Finish Line and were informed that a regional manager would reach out to us. Additionally, we were told we would receive a refund via check and that a return shipping label would be provided to return the shoes by mail. However, we have not been contacted by anyone to date. We apologize for not corresponding sooner to the BBB email response the email for some reason was in our spam folder.
Customer Answer
Date: 09/24/2024
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.]
We made several attempts to contact the corporate offices of Finish Line and were informed that a regional manager would reach out to us. Additionally, we were told we would receive a refund via check and that a return shipping label would be provided to return the shoes by mail. However, we have not been contacted by anyone to date. We apologize for not corresponding sooner to the BBB email response the email for some reason was in our spam folder.

Regards,

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

Business Response
Date: 09/24/2024
JD Finish Line
*********************
************, IN 46235
September 24, 2024

******* *****
**************************************** F4
*******, *******; 10704
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 had to contact us again to get this resolved. This has been forwarded to the Store Operations Team to ensure you receive a callback from the Area Manager. Furthermore, if you wish to return by mail, please follow the instructions sent to ********************** We can inspect the item to determine if a refund is possible.
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:09/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pair of **** Air Max 270 size 9 womans sneaker for my daughter on-line through FinishLine on 8/24/24. The sneakers were delivered 8/28/24 but arrived as a childrens size 2 not a womans size 9. I immediately called customer service and let them know of the issue. They initiated a refund for the error but told me to mail back or return the shoes to any FinishLine and the money would be refunded to the card. The nearest store was about an hour away from me located at the ************* ************************************* so I called to see if they had the correct size and drove to return the shoes and pick up the correct size because I needed these for back to school. When I got to the store on 8/30/24 the cashier told me he couldnt take the shoes because it didnt match the size on the receipt and they are not able to scan them in. I told them I just drove an hour and something needed to be done. The manager at the store stated they could do it and the cashier called customer service to find out what store it came from so they could get the numbers they needed to do the return. They were unable to give me any form of receipt for the return and I was extremely adamant about how unprofessional it was that they couldnt give me anything stating I returned them to the store. The cashier assured me that I would get my money back and called customer service not once but twice to confirm the return is in place and would take 3-5 days. They DID NOT have the womans size 9 in stock that I drove all the way there for. I have contacted customer service multiple times since the return and still have not been refunded the $135.00 I paid for the returned shoes. I have been hung up on, put on hold for excessive amounts of time, and still have no resolution. A manager was supposed to return my call in 24 hours and it has been 3 days. Im not sure what to do next? I am getting nowhere with this company and am out money.
Business Response
Date: 09/10/2024
JD Finish Line
*********************
************, IN 46235
September 10, 2024

*********************************
MA 02740
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 a refund upon your return of order **********. We value you as a customer and want to make this right. A refund of $135.00 has been released as of September 10, 2024. Please allow 3 to 5 business days to receive the credit to your **** 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

Customer Answer
Date: 09/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, the funds should have been released the day the product was returned. It should not have come to this, lack of job training is to be blame but I find that this response/resolution is satisfactory to me.

Regards,
*********************************
Initial Complaint
Date:09/05/2024
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 a pair of sneakers from Finish Line. ***** delivered the box opened because the company did not seal the box properly. When I took the sneaker box out of the box there was not shoe inside. The company is refusing to give me my money back.
Business Response
Date: 09/05/2024
JD Finish Line
**************************;
************, IN 46235
September 5, 2024

***************************
NY 11203
Daytime Phone: **************
E-mail: *********************
JD Finish Line
**************************;
************, IN 46235
September 5, 2024

***************************
NY 11203
Daytime Phone: **************
E-mail: *********************

Ref:22243324

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 concerning the Better Business Bureau complaint filed for ***** delivering the box opened for order ********** and there were no shoes inside. After looking at the claim notes and a picture of the delivery from ***** showing the box taped and in tac, 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.

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
Initial Complaint
Date:09/04/2024
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.
My daughter order a pair of New balance 530's on the 5th of August. the package she rec'd was a **** GROUND BOX FILLED WITH CUPS PENS and notebooks. I called finish line and was advised they were sending out replacement shoes and my daughter would rec'd two emails one indicating replacement was initiated the other was to return items rec'd. Finish line rec'd items on the 20th August. I placed a call on the 23rd of Aug. and was advised she needed to have her supervisor approve the request and I was placed on hold. The agent returned and advised me her supervisor approved the request and my daughter would receive her items with in 24 48 hours as this request was expediated. Fast track to the 3rd of Sept and shoes have not been rec;d. I contacted Finish Line and was advised my request was declined even though a supervisor approved it. The agent advised me another review has to take place and I should have an update within 24 to 72 hours. I contacted customer service 9/3@******** and spoke to a supervisor that advised me she would check availability of replacement shoes, speak with her supervisor and contact me back. Needless to say that hasn't happened. So my next step is filing a claim. Finish Line rec'd payment from me on the 5th of Aug, as of the 4th of September I have not rec'd my daughter's shoes. To add context this is the 2nd pair of New balance purchased from Finish Line. If i were trying to scam I would say she didn't receive any of her shoes, and ask for a refund vs a replacement.
Business Response
Date: 09/06/2024
JD Finish Line
**************************;
************, IN 46235
September 6, 2024

*******************
*****************************************
*********, *******; 33579
Daytime Phone: **************
E-mail: ******************
                                                                                                                                    Ref: 22237025
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 a package received with cups, pens and notebooks. I was not able to locate an order with the information you provided. (email, phone number or name) Please provide your daughters order number so that I can further assist you with this matter.
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

Customer Answer
Date: 09/06/2024
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. Replacement item was received today.

Regards,
*******************
Initial Complaint
Date:09/03/2024
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 on Finishline.com on 8/31. The product cost was $145.00. I used a giftcard/merchandise credit for $125.00 and used my credit card for the remaining balance. I received no correspondence for a few days and decided to check the status online. I found that the order was canceled so initially, I thought maybe the inventory was unavailable but that was not the case. All of my information was correct and there were no issues with funding. I called this morning to find out why the transaction was canceled and was given a generic response. I also asked how I will be refunded the portion that was on the gift card since I discarded it after the purchase. I was told nothing could be done since the purchase did not go through. The issue is, I threw away the card as it had a 0.00 balance after the order and they obviously can see the method of payment since an order # was generated. ***********). This business canceled my order without cause and is now attempting to keep the $125.00 I used stating they can't retrieve gift card info. This is completely unacceptable and fraudulent. I even asked if they could place a new order over the phone and I would pay the difference but was placed on hold and then told I could not be helped. I asked for a manager and my number was taken. I would imagine that won't go far. I am supposed to be out of $125.00 and the product because of an erroneously canceled order? There is no way a company can't verify a method of payment if they went so far as to generate an order number. That means they have all the details related to that order not to mention since it was an online order you only have a limited of ways to pay.
Customer Answer
Date: 09/04/2024
I would also like to add that I immediately used the contact form listed on the website under the 'contact us' option to explain the situation. I received an email failure notice following the email confirming my submission so they are clearly having technical issues which could have contributed to my order being canceled. Rather than customer service dismissing me and my issue, they could have spoken to their IT dept. I did not manually enter an email address, so I knew it was not a typo.

Attached are the time & date stamped emails of when I submitted the issue.
Business Response
Date: 09/05/2024
JD Finish Line
*********************
************, IN 46235
September 5, 2024

*******************************
**********
*******; 07601
Daytime Phone: **************
E-mail: *************************

Ref: 22232591

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 your order #********** was canceled. Our verification processor reviewed your online order attempt and our service provider was not able to allow this to go through. Please know that JD Finish Line did not settle for any amount on the order. At this time, we suggest purchasing or placing orders at a JD Sports or Finish Line store.
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

Customer Answer
Date: 09/05/2024
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.]
The retailer did not offer any resolution and while I can easily make a purchase in store or even attempt another online purchase, that does not solve the issue of the $125.00 giftcard used. I understand them saying they did not charge the card but when I placed the order, I destroyed the card as it had a 0.00 after the purchase. I had no reason to think they would cancel the order as I was sent a confirmation email and an order #. This was 100% on the end of Finishline. There was no issue with methods of payment or my personal information. Everything was verified. If an order has an issue, merchants reject it immediately. I had to check for a status update to find this order canceled. The merchant also completely ignored the email failure which was their own system. Customers send emails through their site leaving no room for typos. This is unacceptable business practice!

Regards,

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

Business Response
Date: 09/06/2024
JD Finish Line
**************************;
************, IN 46235
September 6, 2024

*******************************
**********
*******; 07601
Daytime Phone: **************
E-mail: *************************

Ref:22232591

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 order ********** that was canceled with the use of a gift card/merchandise credit for $125.00 and the use of your credit card for the remaining balance. We would need either the gift card number used on the attempt to place the order or the return receipt from the store that shows the merchandise credit card number on it in order to assist you. I understand you to say you have discarded the gift card. Please forward a copy of your return receipt to email address ************************************.

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 Answer
Date: 09/12/2024
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 have literally been reaching out to the company since finding out the order was erroneously cancelled and in addition to not being given a valid reason for cancelling my order, they are asking for information that if I had, I would not have an issue. When being issues a merchandise credit yes you are given a receipt but once the amount on the card is confirmed there is no longer a need to keep it as you do not need it. I would have held on to the physical card for two reasons. If I thought there would be an issue or if I did not use the full balance. After making my online purchase, the balance was zero which is why I entered my **** info as well. An order # was generated so I had no reason to think it was not processing. Also, I was emailed by someone from the company stating transactions records at stores are not kept beyond 3-4 months which is a lie because if not for customers they would be kept for tax and revenue purposes. This has been a horrible experience and it should be clear by now I simply do not want to be out of the $125 I had on the card prior to the online purchase. I have emailed, sent screenshots and explained countless time what transpired yet the company cannot explain why they cancelled my order or why their contact platform failed through their own website. If necessary, I will file a small claim so no one else has to be robbed due to an obvious website glitch followed by a cover up. There is no way a business can't produce receipts or transaction information.
Regards,

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

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