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

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:05/30/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to place an order for the Retro ****** 3s and after several attempts on the websites I get Sorry, we ran into an issue.Please refresh the page and try again.Downloaded the app and its not even allowing to process or add my finish line gift card I got just for this purchase! After trying myself for an hour, I called and got a rep, named *******, and she stated she would try to see whats going on and place order for me. She tried placing the order and the site is not pulling g the shoes for hershe tried jd sports and its not allowing a finish line card to be used..so now after talking to her for ************************************************ place the order I and now awaiting for a supervisor bc this experience is complete bs!! She says that this will be escalated and someone will call back. Dont say when or anything! This has been a complete waste of my time! She says she is not able to transfer me and she will have to send info which took took 13 minutes for someone to call ******, ****** a supervisor is on the line now saying that its an online error! They are experiencing the same thing! This is a huge waste of my time! And my time should be compensated!
Customer Answer
Date: 06/04/2025
There website had an error and its processed my gift card taking the $104.00 off my card last week!!! I was told I HAD to wait til Monday to get my money back!! I STILLLLLLLLLLL do not have my money back! I was contacted my email from ******** ******* and she apologized for the error I have asked several times response to her email to be compensated in some way for this mess!! They took my money and I still do not have it back!! My shoe order or anything!! They have not refunded me nor compensated me for the convenience!!
Business Response
Date: 06/04/2025
JD Finish Line
**************************;
************, IN 46235
June 4, 2025

******* *******
************************************
*******, *******; 38107
Daytime Phone: **************
E-mail: ****************************
                                                                                                                                    Ref: 23398462
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 ************** with no response concerning the Better Business Bureau complaint filed for the failed attempts to place an order online for Retro ****** 3s and the loss of funds from your Gift Card. The request was submitted on June 2, 2025 for the gift card to be reloaded, allowing 5-7 days for processing. I have also added a $20 reward to your Status account ********. Please log in to retrieve your Coupon Number.

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:05/30/2025
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 have tried contacting the company and carrier multiple times. No one will help me. They both kept telling me to file a claim with one another but when I would ask them to they would tell me no
Customer Answer
Date: 05/30/2025
I was told to put my first and last name
Customer Answer
Date: 06/02/2025
I just received a voicemail from the company telling me they will not give me a refund. How can we resolve this
Customer Answer
Date: 06/02/2025
This is also a email from them
Business Response
Date: 06/02/2025
JD Finish Line
**************************;
************, IN 46235
June 2, 2025

Aag Aag
*******************
*********, *******; 44111
Daytime Phone: **************
E-mail: ***************************
                                                                                                                                    Ref: 23396259
Dear Aag Aag,
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 you a message on June 2, 2025 concerning the Better Business Bureau complaint filed for not receiving order 5700984564 that was delivered with tracking number 1Z43576XYW00189961 on Friday, May 23 at 12:07 P.M. It has been determined that JD FL cannot approve any refund or replacement requests for orders not received that state "Delivered". This decision is a result of our third-party verification system. For future deliveries, I recommend that you contact the carrier in regards to this order and also to arrange a pickup location for your future purchases to ensure successful deliveries. I am sorry for any inconvenience this may cause.
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: 06/03/2025
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,

******* *******
Initial Complaint
Date:05/23/2025
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.
On May 7th 2025, I ordered a pair of shoes for $95.40 and it wasn't delivered to the right house. I reached out to finish line by phone was told I would be refunded and to ignore the email about a return because that was how the refunds get processed. I waited and till now haven't received a refund. I reached out again and was told it was denied and when I asked to speak to a manager, I was told they would call me in the next hour. I am yet to receive a call from finish line.
Business Response
Date: 05/28/2025
JD Finish Line
**************************;
************, IN 46235
May 27, 2025

**** ****
*********, MD 21244
Daytime Phone: **************
E-mail: **********************************
                                                                                                                                    Ref: 23369739
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 not receiving order ********** that was delivered on Monday, May 12 at 4:17 P.M. with *** tracking number 1Z6V4V95YW57373908. I apologize that you did not get your package. It has been determined that JD Finish Line cannot approve any refund or replacement requests for orders not received that state was delivered with a picture of the package - proof of delivery. This decision is a result of our third-party verification system. Please contact the carrier regarding this delivery. For future deliveries, we recommend that you contact the carrier to arrange a pickup location for your future purchases to ensure successful deliveries. I am sorry for any inconvenience this may cause
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: 05/28/2025
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.
I have offered picture proof and video proof that I do not live wherever *** dumped the package.
[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ****
Business Response
Date: 05/31/2025
JD Finish Line
*********************
************, IN 46235
May 31, 2025

**** ****
*********, MD 21244
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 did not receive your order #**********. On May 31, 2025, we spoke to you at the provided phone number **************, verifying that JD Finish Line cannot approve a refund or a replacement request for this order. At this time, we've confirmed that the shipment was delivered to the corresponding address. 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

Customer Answer
Date: 06/02/2025
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,

**** ****
Initial Complaint
Date:05/21/2025
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.
Horrible customer service - my order processed somehow without including the address I filled in. It literally shows blank except my zipcode now, and they STILL shipped it out despite me sending multiple emails asking them to correct the address. $88 down the drain, who knows where the shoes I order will even go! Takes forever to hear back from their email customer service, and very long hold times for their phone. These companies need to stop divesting from customer service. Last time I shop here.
Business Response
Date: 05/26/2025
JD Finish Line
*********************
************, IN 46235
May 23, 2025

********* ******
*************************************************************************************************; 90066
Daytime Phone: **************
E-mail: *****************************************
Ref: 23360651

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 our inability to modify your shipping address, which resulted in you not receiving your order #***********. On May 23, 2025, we attempted to contact you at the provided phone number ************** but could not reach you. Weve requested a refund of $87.80 to be issued to your **** ending with 5665 for your missing shipment. Please allow 3 business days for processing and 3 to 5 business days to receive the credit to your account. 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
Initial Complaint
Date:05/13/2025
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.
This company stole $190 from my bank account. They never sent the item yet charged my credit card. I have begged them multiple times to return my money and they wont do it. I have to file a fraud claim with my bank to get my funds back. This company is horrible and should be shut down if this is how they treat people.
Business Response
Date: 05/14/2025
JD Finish Line
*********************
************, IN 46235
May 13, 2025

***** *****
*****************************************************; 29609
Daytime Phone: **************
E-mail: **********************************************
Ref: 23322088

Dear ***** *****,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize that you did not receive a refund for your order #**********. On May 13, 2025, we attempted to contact you at the provided phone number **************, but were unable to reach you. Please note that all returns are subject to approval, which can take up to 5 to 7 business days. Your ***** return, ************, was received on May 9, 2025, and a refund of $181.25 was processed on May 13, 2025. This may take 3 to 5 business days to receive. However, 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
Initial Complaint
Date:05/09/2025
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 returned some shoes on 4/16/******* is now 5/9/2025. finish line has failed to return my money .I have called numerous of time, and they said that first it would be a refund.1 week later they said they can't find my order and fed ex didn't deliver it.I filed a complaint with fed ex which they reached out to me and said a finish line employee signed for it its been over 3 weeks and have not received my money back. i will not be doing business with them ever again. I will be looking into legal actions.
Business Response
Date: 05/13/2025
JD Finish Line
**************************;
************, IN 46235
May 13, 2025

****** **********
*************************
**********, *******; 61111
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 after contacting you at ************** on May 13, 2025, concerning the Better Business Bureau complaint filed for a refund for the return of an in-store purchase on February 25th, 2025, for transaction ******** Style: HM0621 100 size 12. The decision to refund the return was denied initially due to the product being returned after the 45-day return policy. After further review of the request for a refund and as a one-time courtesy, it was approved and submitted on May 10, ***** for $103.31 going back to **** ending 5691, please allow 3-5 business days.

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

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Initial Complaint
Date:05/04/2025
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.
I had a package of sneakers I ordered for my children that was mistakenly delivered to the wrong address and when I informed the company they explained to me that since this was my second package delivered within a year and was stolen. I feel outraged because this was a big 300 dollar order. How dare this is a companys policy. I fellowed the policy to call with in the time my package didnt arrive. I would just like my money back and would never order from this company again
Business Response
Date: 05/07/2025
JD Finish Line
**************************;
************, IN 46235
May 7, 2025

****** ********
*****************
******, *******; 08104
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 following up via email after I attempted to reach you at ************** on May 5, 2025, but did not receive a response. This inquiry is regarding the Better Business Bureau complaint related to the order **********, which you placed on February 23, 2025. You mentioned that the order was mistakenly delivered to the wrong address. The order was found to be delivered to the shipping address on the order with *** tracking 1Z230WX10300029786 on Wednesday, February 26, 2025. It has been brought to my attention that you have disputed the refund to your bank, and the notification was sent to JD Finish Line on March 15, 2025. Once JD Finish Line receives a chargeback notification, the ******** ** Finish Line is no longer able to assist you with a refund or replacement order. In addition to that, due to a claim you filed on August 19, 2024, for non-receipt of order ********** that was found to be delivered, and you stated you did not receive it, your claim was approved and refunded. We are not able to refund any more orders found to be delivered. The next step is for you to contact your card issuer and let them know you would like to continue the disputed charges, or you can now start a dispute with your carrier with the information above tracking information. For future deliveries, I recommend that you contact the carrier to arrange a pickup location for your future purchases to ensure successful deliveries.

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: 05/07/2025
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,

****** ********
Initial Complaint
Date:05/03/2025
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.
Finishline In October 2024 I bought shoes labeled as womens 9.5 online as a gift for my girlfriend.She wore them once and realized they were mens 9.5 recently.Finishline customer service authorized a return a month ago. I shipped the shoes back, they confirmed they received it, but wont give me a refund since theyre worn and past 25 days even though they authorized it. They also refuse to ship the shoes back, essentially stealing from me. Every time I ask customer service it gets routed to ***** and goes in circles.$100 USD item.
Business Response
Date: 05/07/2025
JD Finish Line
**************************;
************, IN 46235
May 7, 2025

***** **
***************
********, *******; 55441
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 after leaving a voice message at ************** concerning the Better Business Bureau complaint you filed about a return of order ********** placed on October 24, 2024. You stated that the wrong size was received (men's size 9.5 instead of womens 9.5). The shoes were returned to us after our 45-day return policy. After the shoes were inspected, it was determined that they
were very worn, and the product was being returned to you with ***** tracking number ************. I apologize that JD Finish Line was not able to refund or replace the shoes due to the above reasons.
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:05/01/2025
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.
for order ********** i got the wrong color (same brand) shoe. i returned both shoes and was only issued a refund for one shoe. i contacted customer service who said that they would refund them both. then when i went to follow up they said they were sending me it back. this isnt my fault because i was sent the wrong thing
Business Response
Date: 05/06/2025
JD Finish Line
*********************
************, IN 46235
May 3, 2025

*****************************
*****************************************
************, *******; 32256
Daytime Phone: **************
E-mail: **************************************
Ref: 23275051

Dear ********** ****,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize you received a partial refund for your order #**********. On May 3, 2025, we attempted to contact you at the provided phone number **************, but were unable to reach you. Our records indicate that prior to returning, it was not reported that you received an incorrect item.Your concerns have been forwarded to our ******************* which will determine if a refund can be processed. We will follow up with you within 24 to 48 hours once we have this 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
Initial Complaint
Date:05/01/2025
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 paid for priority shipping. I called in twice and was advised that the customer service team was unable to contact the actual store for information as *** was showing the packing was not in their possession. Destiny with finish was very condescending and contradicting. And was advised that they would not issue a refund even though I paid extra for priority over night shipping.
Business Response
Date: 05/02/2025
JD Finish Line
**************************;
************, IN 46235
May 2, 2025

******* ******
*******; 30052
Daytime Phone: **************
E-mail: ******************************
Ref: 23272758

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 on May 2, 2025, at ************** and leaving a voice message concerning the Better Business Bureau complaint filed for the priority shipping you paid for on order ********** and the delay in the delivery. After a review of order **********, I found that the order was placed on April 29, 2025, filled on April 29, 2025, picked up by *** on May 1, 2025, and was delivered on May 2, 2025 with *** tracking 1Z2E47370320141825. As a valued customer, I have refunded the shipping fee of $32.99 to your Master Card ending with 0184. 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 ********************* Department

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