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.
147 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:04/21/2024
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 received a pair of Shoes from Finish Line via online order. When I received them there was many flaws such as glue very visible on the top toe are of tennis shoe, stitching was snagged in places, and stitching was off. I immediately knew that I was going to return them for the amount of money I spent I expected them to be better quality. Emailed customer service, they said to return them. On March 16th I grabbed the return sticker out of the original box and packaging, sealed it up and placed the sticker that said return order on the box. Then dropped at the postal office like I do with all my returns. A few days later it was not tracking so I reached out to klarna to see why, they said to allow 14 days to process so I did. They then said they have not heard from finish line so I contacted them where they said they do not have the package and asked for tracking to which I stated I dont have because it never started tracking. I then went to the postal service and explained to them what happened and asked if they had lost packages, they did not and stated to call ****** ***** said they would take responsibility but needed finish line to reach out to them so they could verify a few things and then Fed ex would refund me. Finish line has been horrible to deal with and no matter how many times *** explained to them I dont have the tracking thats what they ask me for. Ive purchased $1000s worth of shoes in my lifetime from them and one pair that they arent even refunding for, but cant simply reach out to finish line as the original sender/ now receiving so Fed Ex can refund me for the shoes? Worst customer care ever dealt with. Not to mention April 6th finish line actually said they would refund me when I initially asked them to call fed ex but then now 2 weeks later when I called to check they said sorry there is no record of that, and still they will not reach out to Fed ex. Please finish Line review audio of that April 6th call if you are reading this,
Business Response
Date: 04/24/2024
JD Finish Line
***********************************************************
April 23, 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.
I attempted to reach you on April 23, 2024, at the phone number ************ and left a voicemail. When processing a return via mail you will need to contact ************* for a prepaid return label or use the self service on the website to obtain a prepaid label. If those two options do not work for you, you can return the item in store. The document enclosed in the shipment was a packing slip for item verification to process a return.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope 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:04/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on April 6, 2024. I was under the impression that I would receive my order on the day that it was due to arrive, which was April 9th, 2024. I then reached out to Finish Line when the email I received stated that my package was delivered but in fact was not. I was told on multiple occasions that my money would be refunded to me, hence the emails I've attached to this complaint stating that my return was in progress, which it wasn't. I've been in contact with multiple reps, telling me different things each time I reach out for assistance with this matter, and I have yet to have a resolution to this problem. I am out of shoes and money, and Finish Line is not holding themselves accountable despite my patronizing their business. I just would like for my money to be refunded back to me!!!My order number is ********** I paid $550.52. Please refund me my rightfully owned monies.
Business Response
Date: 04/23/2024
JD Finish Line
***********************************************************
April 23, 2024

***************************
*******; 63128
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 sincerely apologize that you did not receive your package. We understand your frustration and want to assure you, we are committed to making this right. However, due to the amount of missing shipment claims reported for this address, we are not able to approve any more refunds or replacement orders. Please try contacting the carrier or your financial institution for additional information. For future purchases, try to select to pick up in-store or have the packages held at a ********** location.

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: 04/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

***************************
Initial Complaint
Date:04/17/2024
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.
Entered by BBB staff LO Consumer states he was at register 3 at store 58 (*************, **). The salesperson asked him if he wanted to be a rewards member. Another employee came up and interrupted the representative causing her to stop what she was doing. The employees continued speaking for about 10 minutes while the consumer was waiting. He felt he was being discriminated against because of the way he was being treated. The consumer was able to make the purchase after waiting for the employees to stop talking.
Business Response
Date: 04/20/2024
JD Finish Line
***********************************************************
April 20, 2024

***************************
**********************************************************************; 44140
Daytime Phone: **************
E-mail: ************************

Dear ***************************,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know. JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize for your recent store experience. We want to assure you that we are committed to making this right. This complaint has been forwarded to the Stores Operation Team. Please allow 24 to 72 business hours for a follow-up call or email.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish Line **************** Department
Initial Complaint
Date:04/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 14 year old daughter purchased a pair of **** Air Force ones 07s from your ************* ******* location in the ************ on 4/6/24. When it was being purchased, her dad that was with her stated that the one of the shoes look worn or like a different color but ******, the sales person stated it was the same model. So it was purchased for $122.48 on 4/6/24 paid in cash. When my daughter then wore the shoe for the first time to school on Tuesday 4/9, she said mom these shoes dont look the same and even the tongue area laces are different. When I saw them, indeed that was the case. I then went straight to the finish line store where it was purchased and asked them to give me the correct pair of the matching shoe to the other one to which they stated they cant because the shoe was worn that day. I was upset at that answer and told the person that sold the shoe to her I saidDo these look the same to you, same color same everything to which he stated no. I said that its messed up that you cannot even honor matching the shoe up with the correct pair. I asked for a manager and one of the other guys there told me he was one of the managers and that he couldnt do anything since it was worn that day. I then spoke to finish line management on the phone and they told me they would send me a return label to return the item as they were presented proof of the shoe and proof of the receipt and management stated it doesnt even look like the same shoe. One is more rounded and the other is pointier. La es are a different shade of color, so are the soles and so is the inside. Upon further investigation, we saw that the tag inside the shoe said that one shoe was made in ******* and one in ********* and one was made in 2022 and one in 2023. So indeed it was the same model but made at two totally different times and countries and also one has a totally different verifiable code on the box that is different on one of the shoes. The box that was given to me also looked liked it has been ripped and looked used like beaten up. I still have the box, the shoe, the receipt and the bag it all came in. Needless to say, I have a pair of shoes that look different and cannot be worn. I spoke to finish line management and they simply stated that they would send me a return label and issue me a refund but yet that was a week ago and they said it would only take ***** hours. Called again today and they then stated that they would file something else again and to continue to wait to see if I receive a return label. Needless to say I have not gotten anywhere. Horrible customer service.
Business Response
Date: 04/18/2024
JD Finish Line
**************************;
************, IN 46235
April 17, 2024

*************************
****************
*************, *******; 32136
Daytime Phone: **************
E-mail: *****************************************

Dear *************************,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know. JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the return of transaction number ****** back to the Finish Line Store 228 for a refund which was denied due to the shoes being worn. I show that the ***** return shipping label was sent to your email address on 4/17/2024 with the tracking number 775965963671.
Please add a letter inside the shoe box explaining your reason for the return along with a copy of your receipt. Once the shoes have been received and reviewed, you will be notified.
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:04/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on 12/30/23 i purchased a **** track suite suit at the time of going to pick it up i was told my order was already picked up but i didn't pick up my order so you all gave my order to someone else by accident advised me there was nothing they could do and call customer service i then called customer service on 01/1924 regarding the issue with my order at that time i was told they would submit the request time went by i never received my refund i then called back and was told again they would refund that didn't happen i then called again was advised it would be manually done only this time they claim its pass the 45 days you all can't make me pay fir an item that i never received i am request a full refund for my order because its ridiculous im not getting any resolution after i was told several times not to worry i would be refunded only to receive nothing the order # is **********
Business Response
Date: 04/19/2024
JD Finish Line
***********************************************************
April 17, 2024

***************
*************** W
IN 46268
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 do apologize that you have not received your refund and want to assure you that we are committed to making this right. In a review of order **********, a refund of $203.30 was released on April 17, 2024. Please allow 3 to 5 business days to receive the credit to your Klarna account. We recommend contacting your financial institution as every bank has its own time frames and policies.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish Line **************** Department
Initial Complaint
Date:04/12/2024
Type:Sales and Advertising 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 had returned my order and never got a refund. Upon realization I created an email thread with Finish Line Associates going back and fourth for the past couple months. Each time theyd email me the phrase I have requested another refund please allows 3-5 business days. Its been well over 100 now.
Business Response
Date: 04/13/2024
JD Finish Line
**************************;
************, IN 46235
April 13,2024
*************************
****************
***********, *******; 07052
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 a refund for the return of your order **********. I am sorry to hear that the products did not work out for you. We heard that you stated that you returned the entire order ( 5 pairs of shoes and a hoodie). The weight of 5.0 LB on the ***** Return label with Tracking ************, is not consistent with the weight of 5 pairs of shoes. Can you please let me know which pairs were returned so that I can get the refund processed for you? We sincerely apologize for any inconvenience this may cause you.
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: 04/26/2024
It has been resolved and it took whoever BBB contacted to resolve the issue as agents under said contact were unable to do so for months.
Initial Complaint
Date:04/10/2024
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.
Placed an online order. March 9th the package arrived with scuff marks. Reached out. They were going to issue a replacement. Said they were out of stock. Processed refund. Have not received replacements or refund.
Business Response
Date: 04/11/2024
JD Finish Line
***********************************************************
April 11, 2024

***************************
1500 S Alex ************ *******; 45449
Daytime Phone: ************
E-mail: ************************
Ref: 21542804

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 refund. We want to assure you that we will make this right. In a review of order **********, we could not locate any tracking number indicating we received your return. Please respond to the email sent to ************************ with the tracking number of your return. This will help us to release your refund as soon as 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

Customer Answer
Date: 04/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Everything has been sent. Even asked for a different color.

Regards,

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

Business Response
Date: 04/23/2024
JD Finish Line
***********************************************************
April 11, 2024

***************************
1500 S **** 6
******, *******; 45449
Daytime Phone: ************
E-mail: ************************

Dear ***************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize that you have not received your refund. We want to assure you that we will make this right. In a review of order **********, we could not locate any tracking number indicating we received your return. Please respond to the email sent to ************************ with the tracking number of your return. This will help us to process your return as soon as 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

Customer Answer
Date: 04/25/2024
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.

A lot of back and forth, with NO resolution. I have completed everything I was asked to do.

Regards,

***************************
Business Response
Date: 04/30/2024
JD Finish Line
***********************************************************
April 29, 2024

***************************
1500 S **** 6
******, *******; 45449
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.

Per our conversation on April 29, 2024, in order to receive your refund you will need to return the item within 45 business days of the purchase date. The return options are the following:

Return the item at a local JD / Finish Line location.
Return the item via the prepaid ***** label that was emailed to you March 31, 2024.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish Line **************** Department

Customer Answer
Date: 05/02/2024
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.

[Provide details of why you are not satisfied with this resolution.]
I don't have the time to take to a store. I don't have time to take back to a carrier facility. Then I was provided information that I am being told it's not accurate. As a consumer I was advised from the beginning a new pair would be sent out then I could send the damaged ones back via carrier pickup.

Regards,

***************************
Initial Complaint
Date:04/09/2024
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.
feb 18th i made an online order for shoes for our babymoon vacation, i was so excited to get some new comfy kicks for the trip. got confirmation everything looked great, got delivery email and thought it was weird only socks were there no pairs of shoes, i immediately reached out to customer service and let them know. he advised he was going to send replacement at that time it was too late we were leaving 530 the following morning and wouldnt have been home. We chatted and he ended up advising he put in a refund for the missing shoes. A month later and im advised that was not done, i am still being charged. I reached out to a manager after being on hold 47 min and disconnected twice... she pretty much told me tough luck and was rude. I had sent over the emails with not only one but 2 reps saying this issue was done and resolved. I even advised to the manager i had a police report and she didnt care. this is the worst customer service ever. I run a VERY big call center and this is definitely not the route we go.
Business Response
Date: 04/13/2024
JD Finish Line
****************************************;
************, ** 46235
April 13, 2024

***********************
***********************************************************; 60148
Daytime Phone: **************
E-mail: *********************

Dear ***********************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the claim that you have not received the two pairs of shoes in your order **********. As we further checked, based on the **** tracking numbers ********************** and **********************, we have determined it was marked as your packages delivered by the local post office at the front door or porch at 11:17 am on February 21, 2024. We sincerely apologize for any inconvenience this may cause you. Your refund was denied due to your Identity being found to have a claims history across our Riskified network. Please check with your carrier for the packages shown delivered.
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: 04/13/2024
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.

A rep reached out just to reach out and show they did something when they literally didnt address the complaint. They dont address the chat correspondence as well as my police report or file showing I had to re purchase shoes elsewhere. This is unacceptable.

Regards,

***********************
Business Response
Date: 04/19/2024
JD Finish Line
****************************************;
************, ** 46235
April 18, 2024

***********************
***********************************************************; 60148
Daytime Phone: **************
E-mail: *********************

Dear ***********************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the claim that you have not received the two pairs of shoes in your order **********. As we further checked, based on the **** tracking numbers ********************** and **********************, we have determined it was marked as your packages delivered by the local post office at the front door or porch at 11:17 am on February 21, 2024. Please file a claim with your carrier for the delivery of your package. Your refund was denied due to your Identity being found to have a claims history across our Riskified network. 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: 04/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Them saying post office shows they were here is corrrect they were here half of my order was delivered so yes it would show they were here. I have contacted carrier.. our last carrier was fired for stealing my and all neighbors packages. Ive showed proof of me buying same shoes from other stores and police report but nothing is good enough. This company is horrid and even when provided proof doesnt care. I will share my reviews and experiences on all my platforms as well as the moms fb group I run with over 345k people.

Regards,

***********************
Initial Complaint
Date:04/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a North Face jacket for my son in October 2023. The jacket had a manufacture default where it separated at the seams. I contact Finish Line customer service in February 2024 concerning a warranty claim. Was advised someone from the management department would be in contact 45 days later no response. At this time I am reaching out for my full refund no replacement.
Business Response
Date: 04/11/2024
JD Finish Line
****************************************;
************, ** 46235
April 10, 2024

*************************
************************************************; 11233
Daytime Phone: **************
E-mail: *******************
                                                                                                                                    BBB# ********
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 to you via email concerning the Better Business Bureau complaint filed for your purchase of a North Face Jacket for your son in October 2023. You stated that the jacket had a manufacturer default where it separated at the seams. JD Finish Line asks that all returns and exchanges be made within 45 days. I find that this order ********** was placed on 11/13/23. After 45 days, items may not be returned for any reason. I sincerely apologize for the less-than-positive experience and the inconvenience we may have caused you. Your patronage is important to me, and I hope youll continue to give us opportunities to serve you in the future.
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:04/05/2024
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 3 pairs of shoes,One pair I returned because it was poor quality and another pair I never received.I contacted the company last year and told them never received a pair and needed to return a pair. I only received a refund for one pair of shoes. I recently called (called today) and was advised I would receive my other refund.I never received this shoe: Women's Reebok ************ C V2 Casual Shoes $30.00 Size: 7.0 Quantity: 1 I returned this shoe: Women's Puma Fierce Nitro Tonal Casual Shoes $30.00 Size: 7.0 Quantity: 1 My order total was $90 and I received a refund for $30, I did not see another credit for $30
Customer Answer
Date: 04/09/2024
My apologies, I think there may have been a slight error in my initial complaint.

when I recently called the company I was told I would not receive a refund for the $30.00
I am asking the company to refund me my $30.

One pair of shoes I never received and one pair I returned.
in total I had ordered three pair of shoes but do no have two pairs. One pair was returned and one pair I never received.
Business Response
Date: 04/11/2024
JD Finish Line
****************************************;
************, ** 46235
April 10, 2024

*****************************
****************************************************************; 55427
Daytime Phone: **************
E-mail: *************************
                                                                                                                                    Ref: BBB#********
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 to you via email concerning the Better Business Bureau complaint filed for the purchase of 3 pairs of shoes. One pair you stated you returned because it was poor quality and another pair you never received and that you only received a refund for one pair of shoes. In a review of order ********** placed on June 26, 2023, was refunded $30.00 on November 10, 2023, for the item that did not ship. The refund of $30.00 for the item you stated was returned, was never received. The return label with the *** tracking number 1Z61A5E40395788153 does not show a return of the product. Please provide me with the return tracking number used, so that I can further assist you.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish Line **************** Department

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