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Business Profile

Retail Shoes

The Finish Line, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Jordan * sneakers arrived in a horribly damaged shoebox! I collect and keep all of my sneaker boxes, but this one is damaged. This is the third online order from Finish Line that was either missing something or damaged.

      Business Response

      Date: 08/13/2024

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

      *************************
      *********************************************>**********, *******; 15201
      Daytime Phone: **************
      E-mail: *************************
      Ref: 22128366 

      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 received your shipment with a damaged shoebox. We value you as a customer and want to make this right. Our records show that a ***** return shipping label was sent to your email on August 12, 2024 with the tracking number ************. Once the return has been received and reviewed, you will be notified. Your concerns regarding your experience have been forwarded to the Store Operations Team. For the inconvenience, a $20 reward was placed in your Status account ********. 
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line **************** Department

      Customer Answer

      Date: 08/14/2024

      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:08/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Originally I was intended to return some shoes Ive purchased. On 8/10/24 I went into my local mall in ****************** to the finish line store. I arrived @10am I was not aware the stores didnt open at the same time, so I decided to sit and wait until the store open. As Im waiting around 10:30am a guy light skin with dreads Im guessing hes the manager walks up on the telephone and proceeds to unlock the gate and go inside and close the gate back. That was ok Ive assumed he needed to gather things to open the store no biggie. Time went on and he was on that phone me and other customers sitting outside the store waiting. @11@m he proceeds to open gate and come out and lock the gate back without saying anything to customers. One customers asked what time the store open and his response was I have to run to the bank real quick Ill be back smh as if we as the customer havent waiting long enough I didnt get help until 11:30 ish once he returned this was very unprofessional and my time is definitely valuable and I was not treated as such.

      Business Response

      Date: 08/13/2024

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

      *************************
      **********************************
      **********, *******; 36116
      Daytime Phone: **************
      E-mail: ************************

      Ref: 22122538 

      Dear *************************,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We apologize for your less-than-positive experience while visiting our Finish Line location in *************. We value you as a customer and want to make this right. Your concerns have been forwarded to the Store Operations Team. Please allow 24 to 48 business hours to receive a follow-up call or email. For the inconvenience, a $20 reward was placed in your Status account ********. 
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line **************** Department

    • Initial Complaint

      Date:08/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i bought shoes from this company . I would like what i bought or do they just like wasting peoples time with phony items they don't have . I would like to buy from a company that sells what they say they are selling instead of wasting everyone's time with nothing

      Business Response

      Date: 08/10/2024

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      August 9, 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, we need to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We apologize that your order has not yet shipped and we can understand how frustrating that can be. On August 9, 2024, an email was sent to ******************* explaining the fullfilment process. At this time we are still currently locating the item and you will be emailed with an update within the next 24 to 48 hours. 
      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:08/05/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased some yeezy slides from Finish Line on July 20 and returned them via ***** on July 29, 2024. I returned 2 separate items on the same day with different tracking numbers. I received partial credit for one item, but nothing for the yeezy slides. I have reached out to Finish line without any success. They have my money and the slides back. All I want is my refund in a timely fashion.

      Business Response

      Date: 08/07/2024

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      August 6, 2024

      ***********************
      PO Box 56
      ***********, *******; 72127
      Daytime Phone: **************
      E-mail: **********************
                                                                                                                                          Ref: 22097147 
      Dear ***********************,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      I am reaching out via email concerning the Better Business Bureau complaint filed for the refund of the return of the Yeezy Slides from order ********** placed on July 20, 2024. After further review, I show that a refund for the return of Style ********** size 9.0 in the amount of $71.45 was applied back to your AfterPay account on August 6, 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

    • Initial Complaint

      Date:08/05/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 26, 2024 I ordered a pair of ************ for $106 via Afterpay. They were too big, and I returned them via mail. I have attached the return received notification. I followed-up on July 23rd (email attached) to inquire about my refund and was told that I would receive a refund in 3-5 business days. It has now been 10 business days with no refund. I sent a follow-up email today with no response, and I am unable to get through by phone because the phone makes a weird ringing noise after waiting online after a minute. $79.50 has been deducted through Afterpay with the last payment scheduled to be taken on Wednesday, August 7th. I would love for them to cancel my Afterpay arrangement and refund the $79.50.

      Business Response

      Date: 08/07/2024

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      August 6, 2024

      ***************************
      *******************
      **********, *******; 20002
      Daytime Phone: ***********
      E-mail: ********************

                                                                                                                                          Ref: 22095373 
      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 order ********** placed on June 26, 2024 for a pair of ************ in the amount of $106 via Afterpay.  After further review, I show that a refund for $106.00 was applied back to your Afterpay account on August 6, 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

    • Initial Complaint

      Date:07/29/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 06/29/24 I ordered a pair of AIR FORCE 1's 07 LV8 from Finish Lines website. The package arrived on 07/05/24, instead of receiving the shoe that I paid for, I received a pair of badly worn all black AIR FORCE 1's. I immediately contacted customer service and explained what happened. The customer service representative emailed me a return label and instructed that I send the shoes back to Finish Line. After searching online for the proper shoe and my size, the customer service rep informed me they would expedite the correct shoe out to me. I followed her instructions and shipped the shoes back. As of 07/29/24, I have yet to receive the shoes I paid for I have called customer service three times, and each representative has told me that my case is being investigated. It's obvious, that at some point, during packing and shipping, someone switched the shoes I purchased with a pair of old worn shoes. As a consumer, I feel the lack of transparency is unacceptable. I've tried emailing Finish Line from their contact us website, but the email option doesn't work. Im literally being punished and left in the dark over something I had nothing to do with. Also, I was shocked to see the number of complaints about Finish Line on the BBB website. The lack of communication is unacceptable. This is a clear indication not to patronize this business moving forward. At this point, I demand to be reimbursed, or simply send me the product that I paid for.

      Business Response

      Date: 07/30/2024

      JD Finish Line
      *********************
      ************, IN 46235
      July 30, 2024

      *****************************
      ********************************************************************; 32503
      Daytime Phone: **************
      E-mail: *****************

      Ref: 22058447

      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 worn product you received on order **********. We value you as a customer and understand how important this matter is. Our records show a replacement, shipping with ***** tracking number ************, was delivered on July 27, 2024. Please be sure to check with your neighbors and household members. Let us know if you have not located the shipment and we will start an investigation for a replacement  or refund request.
      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:07/27/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 7/19/2024 I ordered a pair of New Balance gym shoes for my niece. The exact same day I order another pair for my nephew. His shoes were deliver within the next day or so while her shoes are still pending **** pickup. I called customer service on 7/26/24 & was told they would call the store. She placed me on hold & later came back to the line stating it may be a few more days. I'm not understanding what the issue is with shipping with **** because I just had the same issue early in the month with a pair of Jordan **** that I also filed a complaint about. School is nearing and these kids need their shoes, I'm just the aunt that's trying to help secure their school items. Twice in the last 30 days is not good for the business.

      Business Response

      Date: 07/30/2024

      JD Finish Line
      *********************
      ************, IN 46235
      July 30, 2024

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

      Ref: 22052469

      Dear *********************************,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We apologize that you have not received your order ********** and understand how important this matter is. We value you as a customer and want to make this right. The replacement order X585601952 was processed for you on July 30, 2024. Please allow 24 hours to receive an email with the tracking information. It will be shipped with 2-3 business day Rush shipping.
      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:07/23/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 14Jun2024 I placed an order (2 pairs of converse, 1 pair of leggings)which came to $69.67 On 15Jun2024 Finish Line took that amount from my bank account. On ********* I received a package with my name and address and tracking # from the email listed, but inside was a shoebox with a slip containing someone else's name/address/info/order (toddler sneakers). This is a breach of that customers information.On ********* upon opening the package, I called Finish Line and let them know of the mistake. They told me they would not refund my money until i sent the wrong sneakers back. This is not a fair practice, as I ordered 3 items and did not get the 3 items. At this time I let them know that, and they said they would put in the refund.Finish Line "submitted a refund" on 20Jun2024.On 29Jun2024 I emailed looking for an update on my refund, at which time they contradicted the 19Jun2024 statement, saying the incorrect item (toddler shoes) would need to be returned and inspected and money would be refunded in 3-5 business days. On 05Jul2024 I mailed the toddler sneakers back via ***** (tracking # ************) which was received on 08Jul2024. On 15Jul2024, a full 5 days from receipt of the package, I emailed requesting an update on the refund. I was assured that "theyre working on resolving the issue" and i would get my money in 3-5 business days.On 18Jul2024, I received $8.99 back to my bank account (shipping amount)On 23Jul2024, it has been another 5 business days and I have not gotten my money back. I emailed again and they said they have escalated this to the return **** and I will expect to see my refund in 3-5 business days.Its been over a month since I did not get the items i ordered, and I believe they will continue to tell me 3-5 business days until i die

      Business Response

      Date: 07/26/2024

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      July 25, 2024

      *************************
      ********************
      *******, *******; 12158
      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.
      We sincerely apologize for the inconvenience caused with the shipment and refund from order **********. Our records show that a refund of $60.68 processed to MasterCard on July 25, 2024. Please note that your financial institution may still take up to 3-5 business days to process to your account.
      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:07/23/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called in with an agent to make an order online because it was canceled when I did. I gave the agent information still didn't go through. Requested me Ney hold be lifted and talked to two different agent stated it would be resolve gave credit for inconvenience still haven't release it

      Business Response

      Date: 07/25/2024

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      July 25, 2024

      *******************************
      PO Box 2578
      *****, *******; 44309
      Daytime Phone: **************
      E-mail: **********************

                                                                                                                                          Ref:22030911
      Dear *******************************,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
      JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We sincerely apologize that the order attempt made with Cash App was not successful. JD Finish Line releases pending authorizations immediately. We suggest that you contact Cash App for further assistance in the release of your pending hold as Cash App can take up to 30 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

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted the business about my item saying it was delivered, however nothing was received at this address. When contacted they did their best to try to help, however the resolution came out that they could not do anything (no refund/no replacement) because "We show too many claims for missing packages for this shipping address" when this was my first time ever ordering from finish line to this address in **********. Only other time I've ordered from Finish Line was in December to a ************** and I had the same incident happen with my package being lost, however at that time I was refunded right away after calling Finish Line about the missing package.

      Business Response

      Date: 07/25/2024

      JD Finish Line
      *********************
      ************, IN 46235
      July 23, 2024

      *******************
      ***************
      *************, *******; 92692
      Daytime Phone: **************
      E-mail: ***************************
      Ref: 22027642

      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

      Customer Answer

      Date: 07/29/2024

      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. 

      It is unsatisfactory when the business originally stated I would get a refund for an item that was never received at the shipping address placed for this order. I understand the situation where i have made two separate orders under this email account and previously have not received an order but it is not my fault or any of my doing that I did not receive the order. 

      Regards,

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

      Business Response

      Date: 08/01/2024

      JD Finish Line
      *********************
      ************, IN 46235
      July 31, 2024

      *******************
      ***************
      *************, *******; 92692
      Daytime Phone: **************
      E-mail: ***************************
      Ref: 22027642 

      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: 08/02/2024

      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. 

      Even though the package was marked delivered I dont believe the package was delivered to the correct address. Since my grandma was hand delivered the packages on said delivery date since she was in the front yard and nothing from finish line was handed to her. 

      Regards,

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

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

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