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

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.

Initial Complaint
Date:06/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been having issue after issue with my Finishline orders. I mean REPEATED issues. But this last issue took the cake for me. I ordered a pair of **** Dunks on the Finishline website. Order #***********. Please keep in mind ... as I was browsing the Finishline website, I looked under "WOMEN'S SALE SHOES" and the shoes were there. I ordered my regular women's size (10), used a $20 status reward, AND had to pay for shipping! But when the shoes arrived, they were a MENS SIZE 10! Not a woman's! I'm furious. Again, these shoes were located in the women's section on the website. So I had to make a trip to the Finishline store in the mall to see how I could get this situated. The first time I went, the manager had to call Finishline customer service because I used Afterpay and she said that was the only way I would get a refund. I sat and waited for about 45 minutes and customer service never answered. I couldn't wait any longer so I told her I would come back the next day. I returned the next day and waited 30 minutes but she finally got someone on the phone that processed my refund and I was told I would get my $20 status reward back. Well ... it's the next day and I HAVE NOT gotten my reward back but they processed my refund and they didn't even refund shipping cost. You guys shipped me the wrong size and didn't even give me back my reward or shipping cost? For something that's not my fault? And now the shoes are sold out so I can't even reorder. In the sizing on the website, it should have beside each size equivalent sizes to men and women so people will know because people don't always read the description. It was under women's so that's what I ordered. It's VERY unclear on the site. I usually reach out to a nice lady name ******** that works at Finishline headquarters but she didn't respond to my email when I reached out about this issue so this was my next step. I'm attaching screenshots so you can see what I'm talking about. This needs to be resolved, please!
Business Response
Date: 06/09/2025
JD Finish Line
**************************;
************, IN 46235
June 9, 2025

******* *******
************************
*************, *******; 27106
Daytime Phone: **************
E-mail: *****************************
                                                                                                                                    Ref: 23437630
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 after contacting you at ************** on June 9, 2025 concerning the Better Business Bureau complaint filed for receiving the wrong size in the **** Dunk Low shoes. I am truly sorry that happened to you. The refund for the return was processed back to your After Pay account on May 6, 2025 in the amount of $38.08. I processed the refund for your shipping fee back to your Afterpay account on June 9, 2025 in the amount of $8.99. Please allow 3-5 business days for the two credits. I also applied the $20 reward back to your Status account ******** for the one used on the order you had to return and added another $20 reward for the inconvenience.
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 ********************* Department

Customer Answer
Date: 06/12/2025
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:06/06/2025
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 have three gift cards of Finishline. The gift card numbers are **************** **************** **************** . When I tried to use them to place an order, the order was not completed but the balance was charged. I am very anxious. I need the money to be back to the gift cards.
Business Response
Date: 06/09/2025
JD Finish Line
*********************
**********************
June 9, 2025

********
****************************************************>**********, DE 19720
Daytime Phone: **************
E-mail: **********************
Ref: 23433249

Dear Dek Ruee,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize that your attempts to place an order were unsuccessful. We attempted to contact you at the provided phone number **************, but could not reach you or leave a voicemail. After further review, we are unable to locate an order in our records. However, each gift card you provided has been charged and is currently at a $0 balance. In this case, **** requested that each gift card be reloaded. We will follow up with you in 5 to 7 business days, once we have more information and all requests are completed. If you have any questions, please reply to the email 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,
Initial Complaint
Date:06/05/2025
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.
My order ********** was lost, I was issued a replacement with tracking number 1ZY4869X0220144642 it was never delivered it says it is lost, i called finishline and they said they would give me a refund and apologized, but i have no refund. Its been very long and i want my money back. I would appreciate being refunded
Business Response
Date: 06/09/2025
JD Finish Line
**************************;
************, IN 46235
June 7, 2025

***** *****
*************************
*******, *******; 03766
Daytime Phone: **************
E-mail: *******************************
                                                                                                                                    Ref: 23430065
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 after contacting you at ************** and leaving a voice message concerning the Better Business Bureau complaint filed for the lost order #**********. I apologize that you didn't get your package. It appears that the package is lost in transit, and an investigation has been started with the carrier. The refund for $500.00 was posted back to your Master Card ending with 0456 on June 4, 2025. Please allow 3 to 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 ********************* Department
Initial Complaint
Date:06/05/2025
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.
Dear Finish Line Customer Service,I am extremely disappointed with the continued lack of resolution regarding my missing order. For over three weeks, I have been bounced back and forth between Finish Line and *** with no clear answers and no accountability. The package in question was marked as delivered and signed for, yet I never received it.Despite submitting multiple claims and making numerous phone calls, nothing has been resolved. Ive spoken with several different customer service representatives, each giving me conflicting information. Some claim the issue lies with ***, while others say the claims were denied due to multiple claims from my address. This lack of consistency and communication has only added to my frustration.This situation has caused me unnecessary stress and inconvenience, taking time out of my days to repeatedly follow up on an issue that should have been handled swiftly and professionally. As a loyal customer who has spent money with your company, I should not be left chasing answers or made to feel like my concerns are being dismissed.The poor customer service experience Ive encountered throughout this process has been unacceptable. At this point, I am demanding a full refund or a replacement item whichever can be processed most promptly. If this matter is not resolved within 48 hours, I will have no choice but to escalate my complaint through the Better Business Bureau and explore other consumer protection options.I urge you to take this matter seriously and provide a resolution **************** of supposed delivery : 5/15/25 Claim put in : 5/16/25
Business Response
Date: 06/09/2025
JD Finish Line
**************************;
************, IN 46235
June 7, 2025

******** *****
NY 10710
Daytime Phone: **************
E-mail: ******************************
                                                                                                                                    Ref: 23429777
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 after an attempt to contact you at ************** and leaving you a voice message on June 7, 2025 concerning the Better Business Bureau complaint filed for the missing items from order 5684645807. The *** tracking number 1Z6V4V95YW57418931 shows the package was delivered May 15, 2025 at 1:46 P.M.. After looking at the claim notes, I apologize that JD Finish Line cannot approve the refund claim request. You can contact the carrier to discuss where the package was left and options for future deliveries. For instance, you can request to have your future packages held by the carrier or choose to have them shipped to a pickup location near your location.
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 ********************* Department
Initial Complaint
Date:06/04/2025
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.
Purchased ****** reyro 1 shoes and a ****** jacket on April 21, 2025. The jacket was delivered on May 8th 2025 but thr gym shoes were not delivered. I have been contacting Finish Line about this issue and all they say is that for them they were delivered. I have only requested for the shoes to be delivered and not a refund. I also try to contact *** the carrier but it says Finish lijlne blocked the information. Finish Line has no photos of the items that were delivered and I have asked all my neighbors if by chance it was left at the wrong address. These were a gift for my husband and I am so disappointed that Finish Line can not fix this problem. I feel as if they are telling me that I am lying. If I was then I would of not told them that I received the ****** jacket. Both items were placed on the same day and payed in full. Please see what resolution can be done. Thank you.****** ********
Business Response
Date: 06/09/2025
JD Finish Line
**************************;
************, IN 46235
June 7, 2025

****** ********
**************
******, *******; 44055
Daytime Phone: **************
E-mail: *********************************
                                                                                                                                    Ref: 23426628
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 after contacting you at ************** concerning the Better Business Bureau complaint filed for not receiving style ****** 067 size 13 the Men's Air ****** Retro 1 low shoes that were delivered in the same package as the ****** Jacket. The package was delivered Wednesday, April 23 at 3:36 P.M. with *** tracking number 1Z2263X6YW20133670. In a review of the weight of the package of 5.70 LBS of which is consistent with the weight of two items, and a review of the fulfillment store's inventory, we find that the product was delivered and we are unable to refund or replace the item. Please check with others in the household and or contact the carrier regarding the missing item.
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 ********************* Department

Customer Answer
Date: 06/18/2025
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.]
Finish Line refused to come to an agreement. They still fell that the package was delivered. I really don't know what else to do. Please advise.

Regards,

****** ********
Initial Complaint
Date:06/04/2025
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.
Gift card purchased from 3rd party (Klarna) & tried to purchase Retro 4 ****** Cement online from finish line. Issue online with gift card, money was taken I was out of my gift card and merchandise I was trying to purchase. It is a known issue with gift card trying to purchase items. I have talked to numerous people from customer service stating they cant assist, direct me from one dept. to another. The issue has been going on and not resolved since 5/27/2025. I have spoke with 2 customer service representatives who stated it will take 5-7 days. At this point I want a refund and the item I want online is now not available. I am so frustrated and irritated with Finish ********************** Please help me with getting my money back.I have provided gift card number below.I have also attached a screenshot of email customer service responded to me.
Business Response
Date: 06/06/2025
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
June 6, 2025

Latwanya Oliver
52 Daisy Ln
Henderson, NC 27537
Daytime Phone: (919) 939-4650
E-mail: [email protected]

Ref: 23423824

Dear Latwanya Oliver,

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 Status Exclusive Access Pre-Order did not go through. After further review, we show that your gift card ending in 5448 was redeemed on May 26, 2025, for $200.00. The funds have been reloaded onto the gift card as of June 5, 2025. You should see this reflected on the gift card balance within 24 to 48 hours. Please be advised that since the pre-order was unsuccessful, JD Finish Line did not settle on any amount. 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: 06/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23423824, 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,

Latwanya Oliver
Business Response
Date: 06/12/2025
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
June 12, 2025

Latwanya Oliver
52 Daisy Ln
Henderson, NC 27537
Daytime Phone: (919) 939-4650
E-mail: [email protected]
Ref: 23423824

Dear Latwanya Oliver,
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 we misunderstood the context of your initial inquiry. After further review, we are unable to locate an order to process a refund. Since the gift card was not purchased through our platform, there are limitations to the support we can provide. Currently, the gift card balance is $200.00. You can place a new order anytime online, in-store, or by phone. If you have questions regarding a refund for the gift card, we recommend contacting the original point of purchase for further assistance. 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: 06/20/2025
I appreciate BBB for reaching out to Finish Line advocating for me in the gift card matter. The issue was never resolved on their end but luckily the Jordan Cement 4 was back in stock I was able to purchase the shoe size I needed with the gift card.
Unfortunately I went back and forth with Tantania Rose customer Care Engagement Specialist who was no help at all. I provided her everything from where I purchased the gift card including reference number. She still couldn’t assist me in this matter. I feel the only thing she was worried about was the complaint made through BBB, very tacky & I am still unsatisfied she never delivered the customer service I was expecting. I pray in the future I will never have to purchase anything from Finish Line/ JD Sport.
Thank you BBB for filling in to be my voice and to make sure I was satisfied. I did use the gift card after all purchased the sneakers I wanted that was out of stock came back in stock.
Customer Answer
Date: 06/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23423824, 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,

Latwanya Oliver

Customer Answer
Date: 06/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23423824, 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 appreciate BBB for reaching out to Finish Line advocating for me in the gift card matter. The issue was never resolved on their end but luckily the Jordan Cement 4 was back in stock I was able to purchase the shoe size I needed with the gift card.
Unfortunately I went back and forth with Tantania Rose customer Care Engagement Specialist who was no help at all. I provided her everything from where I purchased the gift card including reference number. She still couldn’t assist me in this matter. I feel the only thing she was worried about was the complaint made through BBB, very tacky & I am still unsatisfied she never delivered the customer service I was expecting. I pray in the future I will never have to purchase anything from Finish Line/ JD Sport.
Thank you BBB for filling in to be my voice and to make sure I was satisfied. I did use the gift card after all purchased the sneakers I wanted that was out of stock came back in stock.

Regards,

Latwanya Oliver
Initial Complaint
Date:06/03/2025
Type:Sales and Advertising 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 am writing regarding Order #********** with a **** tracking # of **********************. I have called multiple times to inquire about the status of this order, but have yet to receive a clear or consistent response.I was initially informed that the order had been replaced and shippedthis never occurred. After spending a significant amount of time on hold, I was then told the order had been canceled and refunded on May 28, 2025. As of today 6/3/25, no refund has been issued.I was also promised a call from a supervisor, which I suspected would not happenand, unfortunately, I was correct.I cannot overstate how frustrated and disappointed I am with this experience.
Business Response
Date: 06/05/2025
JD Finish Line
**************************;
************, IN 46235
June 5, 2025

**** ******
PO Box 119
***********, *******; 10919
Daytime Phone: **************
E-mail: *****************************
                                                                                                                                    Ref:23412302
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 after contacting you at ************** on June 5, 2025, concerning the Better Business Bureau complaint filed for not receiving order #********** with a **** tracking # **********************. I apologize that you did not get the order and that the replacement order was canceled. The refund request was submitted on May 29, 2025, and processed back to your **** ending with 9756 on June 3, 2025, for $83.30. Please allow 3-5 business days for the credit. As our valued customer, to make this up to you, three $20 reward certificates were added to your Status account ********, one as a replacement for the one used on the order, and the other two for the inconvenience. Please log in to retrieve your Coupon Numbers (using only one per transaction).

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 ********************* Department
Initial Complaint
Date:06/02/2025
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.
Hello, my name is ***** and on 05/26/2025, I attempted to order a pair of shoes on finish line website. I was using my gift card I had and the value of the gift card was ****** dollars. I attempted to purchase the shoes and when I would get to the final section of the website to place my order. I would click to confirm purchase but would receive an error message stating their technical issues going please try again. I attempted 4x times and all those times same error message. I contact finish line support service. They stated that I would have to wait 3-5 days for my refund and it has been passed those amount of days. Now they they told me they would send me a physical gift card and I informed them to which location and they never gave me a proper response. They took all my funds and basically never gave me my shoes or a refund. I basically feel like I got scammed by finish line and now I have to wait to get my funds when they took my funds within a few hours. As the customer I dont think I should days or weeks to recover my funds from a company that is willing to take my funds and not provide no order confirmation or basically anything.
Business Response
Date: 06/05/2025
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
June 4, 2025

Jerry Martinez
2110 n 120th drive
Avondale, AZ 85392
Daytime Phone: (623) 755-2422
E-mail: [email protected]

Ref: 23408439

Dear Jerry 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, 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 order #60000471123 did not go through. After reviewing our records, we show that this was declined at checkout due to an authorization error. Please be advised that since the order was unsuccessful, JD Finish Line did not settle for any amount. When an order is submitted, we contact your financial institution to request authorization. As a result, you may notice a pending hold on your card or account. If the authorization is unsuccessful, the pending hold will be removed within 24 to 72 hours. However, if you continue to see this amount pending after the allotted timeframe, we recommend contacting the appropriate gift card provider for further assistance. 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: 06/10/2025
Better Business Bureau:

It’s been two weeks already since finish line first statement of the whole 24 to 72 hours as of today no refund has never provided to me. BBB should put a notice on finisline for basically stating lies and no even offering to provide with atleast with an order or atleast a new gift card. At this point this either they refund me my amount and I’ll go my way since I never received any order number.

I have reviewed the response made by the business in reference to complaint ID 23408439, 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,

Jerry Martinez
Business Response
Date: 06/17/2025
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
June 16, 2025

Jerry Martinez
2110 N 120th Drive
Avondale, AZ 85392
Daytime Phone: (623) 755-2422
E-mail: [email protected]

Ref: 23408439

Dear Jerry 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, 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 were not satisfied with our previous response. We attempted to contact you on June 12, 2025, June 14, 2025, and June 16, 2025, at the provided phone number (302) 456-7898, but were unable to reach you. To process a refund for the gift card, we need to have a record of the gift card purchase or transaction in our system. Please provide additional information about how you obtained the gift card. Specifically, it would be helpful if you could send us the gift card purchase receipt or details regarding the purchase date, location, payment method, and total amount.
If the gift card was not purchased from JD Finish Line and you still see the order amount pending after 24 to 72 hours, please contact the appropriate gift card provider for further assistance. 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:05/31/2025
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 recieved status access for the ****** 4 white cement. I used 1500 points for the access and 4000 points for a $20 off certificate. I did not allow me to select a store so I have to have it shipped. I kept getting a error during checkout telling me to refresh and try again. my size was still available but I kept getting that error and I was charged 6 times to my bank account and 6 times 1500 points for status access. I called in and the agent said one of the orders was processed, but she kept contradicting herself so I asked for a manger. She said one would call me later but no one ever did. I emailed her several times but she ignored me. I was charge almost $1500 and incurred several overdrafts because of this mistake. I was told it was just a auth but it wasnt. all but 2 orders were refunded and I cant get any help with the refunds for the remaining 2 orders and Im still missing my 1500 points. I've been emailing 2 agents and they both keep ignoring me. I called back in and got a manager **** but she keeps ignoring my emails about the charges. This is ridiculous and I want to speak to someone at corporate
Business Response
Date: 06/05/2025
JD Finish Line
**************************;
************, IN 46235
June 4, 2025

***** *****
*********************************************************************************; 33417
Daytime Phone: **************
E-mail: *********************
                                                                                                                                    Ref:23402081
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 after contacting you at ************** on June 4, 2025, concerning the Better Business Bureau complaint filed for your status access for the ****** 4 white cement and used 1500 points for the access and 4000 points for a $20 off certificate. I apologize that the attempt to secure this S:EA was unsuccessful. Your points ********, ********, and ******** were refunded to your Status account ******** on May 30, 2025. Your Available points on the Status account are: ********. The pending hold on your ****** account has been reversed for failed Order *********** in the amount of $219.35.

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 ********************* Department

Customer Answer
Date: 06/10/2025
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.]

Regards,

***** *****

it was not just ******* It was my debit card and Afterpay as well. This is ridiculous that I cant even get a phone call
Initial Complaint
Date:05/31/2025
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.
Order date: 4/15/25 Total amount paid for the order is $98.50. I requested for a refund on a shirt I received with the security tag still attached. I received a email with the shipping label, in which I shipped through *****. I received an email that the item was received by Finish Line on April 28. So I definitely shouldve received a refund by now but no. I have contacted them a ridiculous amount of times for refunding me my money back for the returned item, but they just refuse to. Ive sent 6 emails/forms and still requesting for more info Like, Ive been specific enough and given all info including images for proof. At this point the refund amount should be higher because this is ridiculous the amount of time I contacted to no avail. A big hassle and a waste of my time
Business Response
Date: 06/04/2025
JD Finish Line
*********************
************, IN 46235
June 4, 2025

***** Song
MO 63368
Daytime Phone: **************
E-mail: *****************************

Ref: 23400804

Dear ***** Song,
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 received a partial refund for your order #**********. On June 4, 2025, we attempted to contact you at the provided phone number **************, but were unable to reach you. After reviewing our records, we see that a partial refund of $2.31 was issued on April 29, 2025. We deeply apologize for this oversight. Today, a refund of $2.04 was processed for the remaining refund. You can expect this to reflect in your account within the next 3 to 5 business days.
In addition to this, to clarify, no refund is necessary for the canceled item because you were not charged. The initial authorization was for $100.84, but when the item was canceled, we adjusted your total to $98.50. We ask that you please contact your bank for detailed information. If you have any questions, please reply to the email 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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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