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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

    • 539 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2025

      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.
      I placed an order on 5/26 (order number: ***********) and I haven't received the items yet. I contacted Finishline many times about this order. First I was told that there was no complete address so they couldn't deliver to me. However, the website doesn't allow any order to be placed without a complete address. Later someone admitted that there was a glich on Finishline side and they could send me a replacement order. After a couple of days, I didn't see anything being shipped and called in again, I was told that the replacement order got cancelled since the store they assigned the order to didn't have the items. Even if this is true, how can you cancel the order without letting the customer know or refund the money? I asked for them to try a replacement order again and it has been a week but I still haven't seen any update. Over the last 3 days I tried to contact Finishline's customer service phone number and each time I was on the call for 30+ min waiting and no one picked up (although the system says the wait is 5-10 min).

      Business Response

      Date: 06/19/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 19, 2025

      Justin Cao
      17364 SE 58th St
      Bellevue, WA  98006
      Daytime Phone: (646) 623-9228
      E-mail: [email protected]
      Ref: 23480621

      Dear Justin Cao,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      We apologize that you did not receive your orders 60000155333 and X593927016. After further review, we’ve confirmed that the replacement was also returned to sender due to an incomplete address. We apologize again, as this was a huge mistake on our part. In this case, we’ve requested a new replacement order to be shipped to you with the correct address. Please allow 24 to 72 hours for processing. Once processed, it will be shipped with 2 to 3 business day UPS Rush delivery. If you have any questions, please reply to the email sent to [email protected].
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department


    • Initial Complaint

      Date:06/16/2025

      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.
      I ordered a pair of shoes off of Finishline on 6/15/2025 and immediately realized I ordered the wrong item. When I tried to call customer service I sat on hold for an hour even though they said 5-10 minutes. All I want to do is cancel my order! Finishline is making that impossible. The chat doesnt work and neither does the phone number. Seems crazy to have a system that is flawed and useless. I want a email or call explaining why they fail to keep up with customer care needs.

      Business Response

      Date: 06/20/2025

      JD Finish Line
      3308 N Mitthoeffer Rd                                                        
      Indianapolis, IN 46235                                        
      June 19, 2025

      Kynan Smith
      9327 W Carol Ave
      Peoria, AZ  85345
      Daytime Phone: (502) 422-2799
      E-mail: [email protected]
                                                                                                                                          Ref: 23475490
      Dear Kynan Smith,
      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 Customer Service, and our efforts remain focused on providing our customers with quality service.
      I am reaching out via email after leaving you a voice message at (502) 422-2799 concerning the Better Business Bureau complaint filed for the attempts to request a cancellation of order 60001707176 placed with JD Finish Line on June 15, 2025.  Your call to JD Finish Line on June 16th, 2025 at 7:00 PM to cancel the order was not successful due to the order having already shipped on June 15, 2025.  I apologize for your wait time.  The request to cancel orders is not guaranteed depending on the order status.  Your order was delivered on Tuesday, June 17 at 12:01 P.M with UPS tracking 1ZJ72B780320011236.  A picture of delivery at the residence is posted on the UPS website that you can view.  You can return the product via mail because you used Klarna as your payment method. I sent you a free FedEx return label to your email address for your convenience.  Once the product is received and reviewed, a refund for $141.90 will be applied back to your Klarna account. Please allow 4- 6 business days after the return is processed. 
      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 Service Department

    • Initial Complaint

      Date:06/16/2025

      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 used three gift cards to purchase items, but I did not receive any order emails or any refunds. When I tried to email them, they replied that the refund had been completed. Why is my balance still 0?Gift card numbers: ****************, ****************, ****************

      Business Response

      Date: 06/19/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 18, 2025


      Shao Tan
      726 E Industrial Park Dr Unit 7
      Manchester, NH  03109
      Daytime Phone: (302) 456-7898
      E-mail: [email protected]

      Ref: 23473150

      Dear Shao Tan,

      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.

      We apologize that you are having trouble viewing your gift cards' balances. On June 18, 2025, we attempted to contact you at the provided phone number (302) 456-7898, but could not reach you or leave a voicemail. After further review, we show that gift cards #5896294701085925 and #5896294701301777 were reloaded as of June 10, 2025. Gift card #5896294702202834 was reloaded on 6/18/2025 and shows a balance of $100. If you're still having trouble viewing the balance or applying the gift cards at checkout, please reply to the email sent to [email protected] with each gift card PIN included, for further assistance. 

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

      Thank you again for bringing this matter to our attention.

      Sincerely,
      JD Finish Line Customer Service Department


    • Initial Complaint

      Date:06/15/2025

      Type:Service or Repair 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.
      I bought e-gift card from their website 2/14/25. Went to use it and it didnt work. Call customer service. They said it was not a good number. Then called again after I did not hear back and they said it was redeemed. It absolutely was not. I wanted the purchase history since they said it was redeemed. No one can help me. I have not heard back from anyone after they keep saying they will email me or call me.

      Business Response

      Date: 06/19/2025

      JD Finish Line
      3308 N Mitthoeffer Rd                                                        
      Indianapolis, IN 46235                                        
      June 18, 2025

      Cheryl Kuba
      1109 Fennel Green Drive
      Seffner, FL  33584
      Daytime Phone: (813) 365-0447
      E-mail: [email protected]
                                                                                                                                          Ref: 23471446
      Dear Cheryl Kuba,
      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 Customer Service, and our efforts remain focused on providing our customers with quality service.
      I am reaching out  via email after contacting you at (813) 365-0447 on June 18, 2025 concerning the Better Business Bureau complaint filed for the E-Gift Card  5896298032071173  you purchased from the JD Finish Line website on February 14, 2025 that did not work for you.   I do apologize that your attempt to place an order was  not successful. I have submitted a request for the reloading of E-Gift card # 5896298032071173 . Please allow 5-7 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 Customer Service Department

      Customer Answer

      Date: 06/25/2025

      Better Business Bureau:


      I have reviewed the response made by the business in reference to complaint ID 23471446, and find that this response/resolution is satisfactory to me. 






      Regards,


      Cheryl Kuba

    • Initial Complaint

      Date:06/13/2025

      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.
      Order number (**********), placed on 4/23/25, was returned to them in the exact same box that was sent to us. We never even opened the package. We have been trying to contact them for the past month straight and receive different promises each time. I want my money back as we do not have the items purchased, nor do we have our money anymore. We get told that we will receive a refund within ***** hours each time we contact. We get promised that a supervisor will call us within ***** hours as well when we make it a big deal. Nothing happens each and every time. This is getting outrageous..Return tracking via ****** ************ DELIVERED TO THEM ON 5/6/25

      Business Response

      Date: 06/19/2025

      JD Finish Line
      3308 N Mitthoeffer Rd                                                        
      Indianapolis, IN 46235                                        
      June 17, 2025


      Tee Jay
      1306 Alpha Street Northwest
      Massillon, OH  44647
      Daytime Phone: (330) 727-6827
      E-mail: [email protected]
                                                                                                                                         

      Dear Tee Jay,

      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 Customer Service, and our efforts remain focused on providing our customers with quality service.

      I am reaching out via email  after contacting you at (330) 727-6827 concerning the Better Business Bureau complaint filed for the return of order 5650037971 with items DV1678 001 size 9.5 and DV1678 006 size 9.5. We show the items were delivered to you on Monday, April 28 at 3:45 P.M. through UPS Tracking 1Z26225EYW00184428 with the Weight of 5.00 LB.  After a review of the return with FedEx tracking 797336270920 of which was delivered on Monday, May 5, 2025 with the Weight of  0.1 lbs / 0.05 kgs of which is not consistent with the weight of the delivery for both pairs of shoes.  The items on the order were not received.  Please check with the carrier regarding the delivery of order 5650037971 with FedEx tracking 797336270920. 

      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 Service Department


    • Initial Complaint

      Date:06/12/2025

      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 June 7th I placed an order for a pair of shoes totaling $172.80 with my ***** The money was took out my account that day which was a Saturday and here it is Thursday June 12th which was the expected delivery date. I never received an email invoice from them but thank god I always screenshot my online orders and I did soon as I purchased from them and got an order number that dont work on the site or anything. Upon searching why my order number isnt working on ****** I begin to see all these negative reviews an bbb complaints about finish line jd sport doing this to their customers and trying to rip them off but I have proof of my purchase through they ordering scam. I end up calling customer service and soon as I give the lady my order number she confirm the day I purchased my order then just hung up in my face. Im so disappointed a disgusted by this as I been a long time customer with ********************** line a now its giving they scamming people and I just want my order I placed almost a week ago. Ill never do business with either finish line or jd sport after this, an will also recommend my friends an family not to deal with them.

      Business Response

      Date: 06/16/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 14, 2025

      Latonya Johnson
      885 Ruple Rd
      Cleveland, OH  44110
      Daytime Phone: (216) 339-3893
      E-mail: [email protected]

      Ref: 23459817

      Dear Latonya Johnson,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      We apologize that you did not receive your order #60001272072. It appears that the order was unsuccessful due to the payment could not be authorized. Since the order was unsuccessful, JD Finish Line did not reach an agreement with your financial institution regarding the payment amount. If an authorization is unsuccessful, the pending hold will be removed within 24 to 72 hours. However, if you still see this amount pending after the allotted timeframe, we recommend contacting the appropriate financial institution for additional information. If you have any questions, please reply to the email sent to [email protected].
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

    • Initial Complaint

      Date:06/12/2025

      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.
      I placed an order through the website on 06/01/25.On June 5th I noticed that the order status was still on Processing so I called to get more information. I was informed that my order cannot be found in the system, and that I should check if my gift card (method of payment) was charged because maybe the order didnt go through. Turns out I was charged for my ******** I called again, and was advised to send an email to customer service, which I did on June 5th. Ive attached the order I see on the website with order number, product and amount paid. Ive also attached my e-gift card and even the balance I pulled from the website to make sure I was charged.The company replied saying I should get a solution in up to 72 hours. Nothing happened, so on June 9th I sent another email, which they replied asking for an additional 72 hours. Nothing happened up till now, and I need the money ($106.50) back to my gift card ASAP.I purchased a gift card from Finish Line believing I would have no issues, so Im negatively surprised on how Im being treated by the company.

      Business Response

      Date: 06/19/2025

      JD Finish Line
      *********************
      ************, IN 46235
      June 18, 2025

      Otavio Cabrini
      *******; 34786
      Daytime Phone: **************
      E-mail: *****************

      Ref: 23458912

      Dear Otavio Cabrini,
      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 any communications regarding your order ***********. After further review, **** confirmed that the order was approved; however, it was affected by a system error that caused it to remain in a pending status. This issue has been forwarded to our Special Operations Team for further investigation. Please rest assured that we are actively working to resolve this matter and will follow up with you within 24 to 72 hours once we have more information. If you're still having trouble viewing your gift card balance or applying for the gift card at checkout, please reply to the email sent to ***************** with the gift card number and PIN for further assistance with a replacement. 
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to give us the opportunity to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish ********************* Department

      Customer Answer

      Date: 06/20/2025

      I received the email from the company and replied with the information requested.

      We havent come to a solution yet, Im still waiting. I need either the product, the money back to my current e-gift card or a new gift card.

      Until now the situation remains unchanged.

      Thank You!

      Customer Answer

      Date: 06/26/2025

      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 received the email from the company and replied with the information requested.

      We havent come to a solution yet, Im still waiting. I need either the product, the money back to my current e-gift card or a new gift card.

      Until now the situation remains unchanged.

      Thank You!



      Regards,

      Otavio Cabrini


      Business Response

      Date: 06/28/2025

      JD Finish Line
      *********************
      ************, IN 46235
      June 28, 2025

      Otavio Cabrini
      *******; 34786
      Daytime Phone: **************
      E-mail: **************************
      Ref: 23458912

      Dear Otavio Cabrini,
      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 attempted to contact you at the provided phone number **************, but could not reach you or leave a voicemail. We apologize that you have not received an update on your order. It was determined that your attempt to place an order on June 1, 2025, with the below gift card was unsuccessful. In this case, the gift card has been requested to be reloaded. Please allow 3-7 business days to see the funds reflected on the original Gift Card:
      **************** - $106.50
      We would advise to ensure there are no issues with redeeming these gift cards that you visit a local JD Finish Line store in your area to make your purchase. 
      If you have any questions, please reply to the email that was sent to **************************.

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

      Customer Answer

      Date: 07/10/2025

      The situation has been resolved. The business refunded me as requested.

      Thank you!

    • Initial Complaint

      Date:06/11/2025

      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.
      I placed 1 order on finishline.com on May 26, 2025. I placed another order on ************ on June 1, 2025. Both orders show as still processing. I have called finish line customer service 3 times. The first time I was told the order were on hold due to me using a Finish Line gift card to pay. I asked how come no one has reviewed it since its on hold. They said no one monitors orders on hold. So if I had not called it would have stayed on hold and I would have never been notified. Although, I used a gift card I still had to put in my credit card number even though nothing was being charged. The customer service representative told me they would send it to a supervisor to approve and it should be approved within ***** hours. I called back 2 days later and was told again that the orders were on hold and that ot would be sent to a supervisor to approve and it should be approved within ***** hours. I called 2 days after that and now they are saying some ** **** was wrong with the address. My order shows my shipping and billing address as the same. The representative says when I ordered my IP address showed ad ********** so that is why the order is on hold. Thats makes no sense. Why does my IP address matter when placing an online order. I have never heard of that before! It sounds like they are not trying to ship the items and giving me the run around! This has been very frustrating! I will never shop here again! All I want is the items I ordered.

      Business Response

      Date: 06/16/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 14, 2025

      January Prather
      VA  23434
      Daytime Phone: (301) 755-4022
      E-mail: [email protected]
      Ref: 23454285

      Dear January Prather,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      We apologize that you have not received any communications regarding your orders #60000563428 and #60000980064. After further review, we’ve confirmed that both orders were approved. However, they were affected by a system error that caused them to remain in a pending status. This issue has been forwarded to our Special Operations Team for further investigation. Please rest assured that we are actively working to resolve this matter and will ship both orders to you as soon as possible. Once we have more information in 24 to 72 hours, we will follow up with you directly. If you have any questions, please reply to the email sent to [email protected].
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to give us the opportunity to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

    • Initial Complaint

      Date:06/10/2025

      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 two orders, but I didn't receive any order information and my gift card balance became 0. Please help me check what happened. It seems that there is no *********** cards used:**************** $230 **************** $250 **************** $100

      Business Response

      Date: 06/12/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 12, 2025

      Tan Shao
      726 E Industrial Park Dr
      Manchester, NH  03109
      Daytime Phone: (302) 456-7898
      E-mail: [email protected]
      Ref: 23448101

      Dear Tan Shao,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      We apologize that your attempts to place an order were unsuccessful. We attempted to contact you at the provided phone number (302) 456-7898, but could not reach you or leave a voicemail. After further review, we show that each gift card provided was charged, and two of the gift cards, #5896294701085925 and #5896294701301777, were reloaded as of June 10, 2025. The gift card #5896294702202834 currently has a $0 balance. In this case, we’ve requested to have this reloaded as well. We will follow up with you in 5 to 7 business days, once we have more information and the request is complete. If you have any questions, please reply to the email sent to [email protected].
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23448101, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 



      They didn't solve my issue, my gift card balance is still 0, I tried emailing them and they won't respond to me.



      Regards,



      Tan Shao

      Business Response

      Date: 06/26/2025

      JD Finish Line
      3308 N Mitthoeffer Rd
      Indianapolis, IN 46235
      June 26, 2025

      Tan Shao
      726 E Industrial Park Dr
      Manchester, NH  03109
      Daytime Phone: (302) 456-7898
      E-mail: [email protected]

      Ref: 23448101

      Dear Tan Shao,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
      JD Finish Line is committed to excellence in Customer Service, and our efforts remain focused on providing our customers with quality service.
      We attempted to contact you at the provided phone number (302) 456-7898, but could not reach you or leave a voicemail. We apologize that your attempts to place an order were unsuccessful with your gift cards.

      Upon review of gift card #5896294702202834 was redeemed successfully for the amount of $100 on order #60002029617 on 6/20.
      Upon review of gift card #5896294701085925 was redeemed successfully for the amount of $20 on order #60001414241 on 6/10.
      The purchase attempts made with the below gift cards were unsuccessful order attempts on 6/10 and have been requested to be reloaded, please allow 3-7 business days to see the funds reflected on the original Gift Cards:
      5896294701085925 - $230 
      5896294701301777 - $250
      We would advise to ensure there are no issues with redeeming these gift cards that you visit a local JD Finish Line store in your area to make your purchase. 
       If you have any questions, please reply to the email that was sent to [email protected].
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

      Thank you again for bringing this matter to our attention.
      Sincerely,
      JD Finish Line Customer Service Department

    • Initial Complaint

      Date:06/09/2025

      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.
      No this is not a duplicate , this is another order. I am filing this complaint regarding a return I made to Finish Line over two weeks ago and have yet to receive a refund. Order Number: ********** Return Tracking Number: ************ The item was successfully returned and delivered according to tracking confirmation. Despite the return being received, I have not been refunded. I have contacted Finish Line regarding this matter but have not received any resolution. The delay is unacceptable, and I am requesting that my refund be processed immediately. I expect this matter to be resolved promptly with a full refund issued to the original payment method. Thank you for your attention.

      Business Response

      Date: 06/13/2025

      JD Finish Line
      3308 N Mitthoeffer Rd                                                        
      Indianapolis, IN 46235                                        
      June 12, 2025

      Kaylee Martinez
      4 n park st
      Hanover, NH  03755
      Daytime Phone: (574) 908-3527
      E-mail: [email protected]
                                                                                                                                          Ref: 23443695
      Dear Kaylee Martinez,
      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 Customer Service, and our efforts remain focused on providing our customers with quality service.
      I am reaching out via email after attempting to call you at (574) 908-3527 on June 12, 2025 concerning the Better Business Bureau complaint filed for the return of order number 5690697689 with FedEx return tracking number 797371994078 that was found to be delivered on Friday, May 23, 2025 at 10:13 AM. I apologize for the delay in the refund for your return.  I processed the refund in the amount of $500 back to the Master Card ending with 0456 on today June 12, 2025.  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 Customer Service Department

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