Complaints

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

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• 

  The Finish Line, Inc.

  3308 N Mitthoeffer Road Indianapolis, IN 46235

• 

  The Finish Line, Inc.

  1475 Upper Valley Mall Springfield, OH 45502

• 

  The Finish Line, Inc.

  7900 Governor Ritchie Hwy Glen Burnie, MD 21061-4367

• 

  The Finish Line, Inc.

  6901 Security Blvd Baltimore, MD 21244

• 

  Finish Line

  3075 Clairton Rd. West Mifflin, PA 15123

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:09/03/2024

  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,
  
  *******************************
  

• Initial Complaint

  Date:08/30/2024

  Type:Customer Service 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 shoes from this company, the shoes did not fit so I returned the shoes with the shipping label they sent, the shoes was lost in transit, I filed a claim with ***** but because finish line has a shipping waiver with ***** the claim was denied, I have been fighting for over 20 days to get a refund and both ***** and finish line is refusing to help, I call every day & ask for a higher management and they say they will call back they are all busy & I can never get a call back!

  Business Response

  Date: 09/04/2024

  JD Finish Line
  *********************
  ************, IN 46235
  September 3, 2024
  
  ***************************
  *******************************************; 32320
  Daytime Phone: **************
  E-mail: ***********************
  
  Ref: 22218000 
  
  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 return was lost in transit and understand your disappointment. Because JD Finish Line is not responsible for shipments that become lost or stolen, we cannot approve a refund or replacement order. Please try contacting 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: 09/04/2024

  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 spoke with ***** and they stated that I can't file a claim with them due to the fact that they have a shipping waiver with finish line and they can't accept a claim from me, I have spoken every day with someone from finish line and they continue to tell me that they will give me a refund and I will here from a manager within 24 hours, the person never calls me back and today at 8:30am I spoke with someone else and she stated that I would be getting a email today because they are manually pushing the refund through and as of 1:49pm I have not receieved a email or any notification about this refund. 

  
  Regards,
  
  ***************************

   

  
  

  Business Response

  Date: 09/09/2024

  ***************************
  *******************************************************; 32320
  Daytime Phone: **************
  E-mail: ************************************
  
  Ref: 22218000 
  
  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 regarding your order **********. Our ****************** re-reviewed your case and has come to a decision. A refund of $85.31 has been released as of September 4, 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
  
  

• Initial Complaint

  Date:08/29/2024

  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.

  August ****** I ordered two pair of shoes. One pair for my granddaughter costing $97.43 which were delivered and the 2nd pair for my grandson costing $124.48. They cancelled the order and refunded me $97.43. I have called several times at which I continue to be told it's getting taken care of. Last week I called and was provided ticket number CCSB128476 and was assured the funds would be credit to my cash app account. The kept speaking of after pay. My payment was made with cash from cash app. I would like the difference credit back to my original form of payment and I would like to be compensated for all the time I have investing in get this issue addressed. Not to mention they allowed an order to placed on merchandise they should have know was out of stock. My grandson was very disappointed in me because I broke a promise. Thanks to this rip off company.

  Business Response

  Date: 08/30/2024

  JD Finish Line
  *********************
  ************, IN 46235
  August 30, 2024
  
  *****************************
  PO Box 121982
  *********, *******; 76012
  Daytime Phone: **************
  E-mail: **********************
  
  Ref: 22216380 
  
  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 item was canceled due to inventory. Because we ship from our stores, items low in inventory may run the risk of selling out while an order is being processed. A refund of $124.48 was released as of August 12, 2024. With CashApp, this may take 10 business days to receive. Weekends and holidays are not included in this time frame. We do recommend contacting CashApp directly, as they can provide you with 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: 09/02/2024

  As previously stated they DID NOT refund the correct pair of shoes.  The refunded the wrong pair.  The cheaper pair.  They have mot offered any compensation for my time or inconvenience this place on my grandson and I.  I have attached again what was refunded!

  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.]

  As previously stated they DID NOT refund the correct pair of shoes.  The refunded the wrong pair.  The cheaper pair.  They have mot offered any compensation for my time or inconvenience this place on my grandson and I.  I have attached again what was refunded!
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 09/07/2024

  JD Finish Line
  ***********************************************************
  September 7, 2024
  
  *****************************
  PO Box 121982
  *********, *******; 76012
  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 regarding your partially canceled order #**********. Normally, when an item is canceled, we will only charge for the part of the order we were able to fulfill. Your total was adjusted and the payment was settled on August 12, 2024, for only $97.43. An email has been sent to ********************** with more information about the payment settlement. 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:08/28/2024

  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 put in a refund after returned items in July 26. And I have still not received my refund a month later.

  Business Response

  Date: 08/29/2024

  JD Finish Line
  *********************
  ************, IN 46235
  August 29, 2024
  
  **************
  *******; 33176
  Daytime Phone: **************
  E-mail: ***********************
  
  Ref: 22207173 
  
  Dear ****** D,
  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. We value you as a customer and want to make this right. A refund of $69.55 has been released as of August 29, 2024. Please allow 3-5 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
  
  

• Initial Complaint

  Date:08/27/2024

  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 placed an order on finish line for two pairs of shoes on Sunday 8/18/2024. I received a email on 8/19/2024 that my order was arriving on Tuesday 8/20/2024 (One pair of shoes, the other pair was shipping separately) . I was home on Tuesday 8/20/2024 and as soon as I got the email the shoes was delivered, I went to get my package and the shoes was not there. I called support a few hours later and was told that a refund would take 3-5 days to get. I was also advised by agent to ignore the return label email I got as often times when receiving a refund it those return labels automatically generate. I called back on Friday 8-23-2024 to double check and was told a refund was approved and to wait a couple more days for refund and that it was also sent to higher up for faster refund. Then i call back today 8-27-24 and was told my refund was canceled. I was confused as to how my refund got canceled when i was told twice it was approved. The agent told me it was canceled because my order shows delivered. I then asked to speak to supervisor. After waiting 20 minutes, my call was getting transferred to supervisor, and once getting transferred and waiting the call hung up. After the call hung up, I received a email from that supervisor ************************* Email stating my order was delivered and I cannot get refund due to my package being marked as delivered and to contact ****** Its very rude and disrespectful to hang up on call and then to email me a response as Ive waited to speak to supervisor. Im making a complaint now as I exhausted all my options trying to get my money back for a package I did not receive of my new balance size 1.5 Y order # **********, I would like a refund back for my order I did not get of new balance shoes $87.10.

  Business Response

  Date: 08/29/2024

  JD Finish Line
  *********************
  ************, IN 46235
  August 29, 2024
  
  Heaven ******
  *****************
  ***********, MD  21157
  Daytime Phone: **************
  E-mail: *******************************
  
  Ref: 22202112 
  
  Dear Heaven ******,
  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 shipment. After reviewing the notes on your order **********, it has been determined JD Finish Line will not be able to approve a refund or a replacement. You can reach out to the carrier or you can contact 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: 08/30/2024

  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. 
  
  That is not a valid reason to deny my refund. I brought shoes from your company. Youre okay with taking my money for shoes but youre not okay with providing a refund once my package goes missing. My next step will be taking this to civil court, I never got my packaged and was never offered a replacement either. After looking deeper, this company has a habit of doing this to multiple other people. Such a scam. 
  
  Regards,
  
  Heaven ******
  

• Initial Complaint

  Date:08/24/2024

  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.

  Today is 8/24/24 and I still have not received my order (#**********). It has either been lost or stolen and has never been delivered to me. I have requested a replacement twice and still no email has been received to confirm the replacement shipment. This order was placed at the end of July. It has been almost a month and my issue still have not been resolved. I am very very unsatisfied. I am now requesting a FULL REFUND for order number **********. The order is no longer needed or wanted. I have spoke with several customer service **** and emailed as well. I have gotten the same response (a replacement has been requested, shipped, and I would get an email) A week later, no email to confirm what they said. When I inquired further, no new shipment had been sent out because now the item I originally ordered is no longer in stock. Then I was advised that my order could not be cancelled. It would have to be sent up to the higher *** for them to review if it is approved for me to get my money back. This is ridiculous. I do not have your product. Not the 1st order and the **** lied about a replacement order. There is confirmation of that. All I want is my money back that I clearly paid. There is also confirmation of that as well. Can my refund be processed as soon as possible?

  Business Response

  Date: 08/27/2024

  JD Finish Line
  **************************;                                                       
  ************, IN 46235                                        
  August 27, 2024
  
  ***************************
  PO Box 134
  **********, *******; *****
  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 your replacement order X586178585. I apologize we were not able to cancel the complete replacement order per your request. Item FN1353 400 size 6.0 was shipped to your PO BOX 134 ********** **. ***** and per the **** tracking ********************** it was picked up at a postal facility at 8:50 am on August 26, 2024 in ********** **. *****.  Item FB7699 001 size 6.0 was canceled per your request and a refund in the amount of $96.30 was applied back to the ****** account on the order.  Please allow 3-5 business days for the credit.  
  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: 08/27/2024

  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 am unsatisfied with the resolution because it was an action after I requested a refund. It took them approximately a month to finally do something about my complaint. It wasnt until after I requested a refund for 2 days and finding out that they lied about the replacement shipment. After going thru all of the frustrations, long wait, emails, and calls to that company that they decided to ship one part of my order. This does not make it okay. 
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 08/29/2024

  JD Finish Line
  **************************;                                                       
  ************, IN 46235                                        
  August 29, 2024
  
  ***************************
  PO Box 134
  **********, *******; *****
  Daytime Phone: **************
  E-mail: ********************
                                                                                                                                      Ref: 22190559 
  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 your replacement order X586178585. I apologize we were not able to cancel the complete replacement order per your request. Item FN1353 400 size 6.0 was shipped to your PO BOX 134 ********** **. ***** and per the **** tracking ********************** it was picked up at a postal facility at 8:50 am on August 26, 2024 in ********** **. *****.  Item FB7699 001 size 6.0 was canceled per your request and a refund in the amount of $96.30 was applied back to the ****** account on the order.  Please allow 3-5 business days for the credit.  
  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:08/23/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, 2024, I placed an order for a pair of sneakers at your store located in *******, **. My order number is **********. Unfortunately, I received an incorrect pair of sneakers. I returned these incorrect sneakers to your store in ********, **, and was informed that they would be shipped back. I was provided with a copy of the return label and the ***** Ground tracking number ************ for this return.Despite the return being processed and the tracking showing that the incorrect sneakers were indeed shipped back, I have not yet received a credit for this return. It was only after recently going through my paperwork that I realized this issue had not been resolved.I kindly request that you process the credit for the returned sneakers as soon as possible. Please confirm the status of my credit and let me know if you require any additional information from my side.Thank you for your prompt attention to this matter. I look forward to your swift resolution.

  Business Response

  Date: 08/29/2024

  JD Finish Line
  *********************
  ************, IN 46235
  August 28, 2024
  
  ***********************
  ***************
  *********, *******; 33569
  Daytime Phone: ***********
  E-mail: **********************
  
  Ref: 22186208 
  
  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. We value you as a customer and want to make this right. A refund of $161.25 has been released as of August 28, 2024. Please allow 3 business days for processing and 5 to 7 business days to receive a check in the mail.
  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: 09/06/2024

  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 as long as the check they promised is sent. As of today, 9/6 I have not received anything. Hopefully it will be received in the coming days which will bring closure to this issue.

  Regards,

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

• Initial Complaint

  Date:08/22/2024

  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.

  Sept/Oct 2023 made purchase of **** work boot.March 2024 wrote finish libe about a hole that had appeared after 5 short months of wearing after giving these as a gift.Rcvd instructions on where to mail them to be inspected and what to include.Completed as instructed Have sent several emails to follow up and continue to get no resolution. Each response says they are looking into it and then I do not get a response.Last 3 responses to my inquiry asked for my phone number so they could clear up any confusion.After providing my phone number again no response no call.Email again. Received a response asking for my purchase order and story again, Completed this and now again 2 weeks and no response. Now 5 months of going back and forth and even mentioned BBB and still no resolution fir boots I paid 100$ for.I have attached multiple of the emails going back and forth

  Business Response

  Date: 08/29/2024

  JD Finish Line
  ***********************************************************
  August 28, 2024
  
  *******************
  **********************>******, *******; 12205
  Daytime Phone: **************
  E-mail: *******************
  
  Ref: 22176021 
  
  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. We value you as a customer and want to make this right. Due to the date of the order, we are unable to view certain information needed to determine if your return was received. If you can, please respond to the email we sent to ******************* with the tracking number from the label you used to return.
  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:08/20/2024

  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 shoes on 8/3. I took the day off to wait at home for the package. After getting a notification my order was delivered I then didnt see anything at my door. I checked my neighbors checked the apartment lobby, everywhere I could. I then reach out to care they apologize give me a 20$ credit and assure me I will have a refund by Friday. I call in Friday they tell me the refund was never processed and they would process another one. I then call in yesterday and was told these were denied due to past orders. I only ordered from Finish Line once in my life. They informed me the package was outside my complex for 2 days however I was at home and called immediately when it said delivered and was not in fact delivered. I have been told 10 different things from **** and even given a credit because I was being told so many different things. I just want my money back so I can actually go get these shoes they were for my childs first day and now that has been ruined.

  Business Response

  Date: 08/21/2024

  JD Finish Line
  *********************
  ************, IN 46235
  August 21, 2024
  
  ***********************
  CO  80112
  Daytime Phone: **************
  E-mail: ********************
  
  Ref: 22168954 
  
  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 shipment. After reviewing the notes on your order **********, it has been determined JD Finish Line will not be able to approve a refund or a replacement. You can reach out to the carrier or you can contact 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
  
  

• Initial Complaint

  Date:08/14/2024

  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 was going to buy 2 pairs of ****** 4 GS on August 13th, with a total of $340 in the shopping cart. When I submitted the order, it showed an error. I did not complete the order, but my gift card balance was deducted.I used 3 gift cards, with the gift card numbers: ***************** dollars, ******************* dollars, and ******************* dollars.Where did my balance go? Why was the money deducted when I did not purchase any goods?

  Business Response

  Date: 08/16/2024

  JD Finish Line
  **************************;                                                       
  ************, IN 46235                                        
  August 15, 2024
  
  ***************
  **********************************************************************************************; 03109
  Daytime Phone: **************
  E-mail: ******************
                                                                                                                                      Ref:22139093 
  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 you not completing the order, but your gift card numbers: ***************** dollars, ******************* dollars, and ******************* dollars balance was deducted. I have sent this issue over for review and requested the reloading of the redemption amounts back to the above gift card numbers. Please allow 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