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
- 541 total complaints in the last 3 years.
- 145 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/11/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 2 pairs of **** to the tune of ******. The shoes ******* in the store but after I got home they did not work for me. I tried to do an exchange at the store finish line at *************** to be turned away. They do not tell you about their return policy at the time of checkout. They told me to go to **** but I called and they could not help me either. I now have shoes I cannot wear and no customer service was given. How do you know if they actually fit without wearing them. YOU *****Business Response
Date: 02/16/2023
JD **************************************************************** ** 46235
February 15, 2023
************
14833 ***************
******, ** 75248
Daytime Phone: **************
E-mail: ********************
Ref:19388495
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 your exchange was denied in store and for any inconvenience caused to you. Per our conversation on February 15, 2023, it has been advised that JD Finish Line will need photos of the item purchased and the purchase receipt information in order to best assist you regarding your exchange. Once we receive it, the information will escalate to our ****************** for review and we will then follow up with you once we get a response back. We look forward to hearing from you soon. Again, our apologies.
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 **************** DepartmentCustomer Answer
Date: 02/17/2023
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 did receive an email stating the below:
************************* Wed, Feb 15, 7:41 PM (2 days ago)
to me
Hello ***,
I have received a response from our ******************* It has been determined that we can assist you with your return. I have requested a manual label to be emailed to you. Please print the label and make the return via **** Once we have received the item(s) a refund will be issued for the purchase as we cannot exchange through the mail. Please let me know if you have any questions or concerns.
Thank you
Regards,
************Customer Answer
Date: 02/27/2023
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 responded back to my claim against JD Finish Line. They stated they were sending me a return label and now they have not sent one.
I am now getting a run around that it keeps getting denied.
This is the response I am not getting but I am still stuck with over ****** worth of shoes no refund no nothing.
Regards,
*********Business Response
Date: 02/27/2023
JD **************************************************************** ** 46235
February 27, 2023
************
14833 ***************
******, ** 75248
Daytime Phone: **************
E-mail: ********************
Ref:19388495
Dear ************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you have not received the return label(s) for the return to be completed for the **** Air *** 270. We attempted to reach you by phone at ************ but we were unable to reach you. At this time, the label request(s) has been processed and have been sent to the email address ********************* Please print the label(s) and make the return via **** Once the item(s) have been received back by JD Finish Line a manual refund will be requested and processed in the amount of $346.40. Please know that due to you paying $100.00 in cash, that amount will be refunded in the form of a check as JD Finish Line cannot refund cash to a debit or credit card. The additional $246.40 will be refunded to your **** card. Please allow 5-7 business days to receive the check in the mail once it has been processed, and 3-5 business days for the additional amount to be refunded to your **** card. If you have any further questions or concerns please contact JD Finish Line **************** at **************. Again, our sincerest apologies.
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 **************** DepartmentCustomer Answer
Date: 02/28/2023
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. I am still waiting for the return label. They are now stating they tried to call me
but I have had no calls. If I do not have the return label by Friday 3-3-2023 I will just have to re-open this complaint. My next course of action is to print all the documents and correspondence and take them to my bank.
Regards,
************
Customer Answer
Date: 03/01/2023
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 see the complaint was closed due to me accepting their response. Well let me just say it needs to be re-opened. They have not emailed the return labels
They are saying they tried to call me but they did not. I respond to their emails but yet I still have not received them. So JD Finish Line continues to lie to their customers.
This is not the only complaint about them saying they contacted such a person. Why the LIES!!!!! Please let me know what I need to do to get the case reopened?
Regards,
************Business Response
Date: 03/06/2023
JD Finish Line
***************************************************************************
March 6, 2023
************
****************************************************************
Daytime Phone: **************
E-mail: ********************
Ref:********
Dear ************,
Thank you for notifying ** 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 were not receiving the return shipping labels. However, our records show that on 3/2/23 you acknowledged receipt of the *** return labels in your inbox. In your return shipments, please be sure to include a note with the reason for the return, your contact information, the receipts, and a reference to BBB #********.
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 **************** DepartmentInitial Complaint
Date:02/09/2023
Type:Service or Repair IssuesStatus: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.
On Dec 6, 22. I purchased $535 worth of merchandise online to include 2 pairs of tennis shoes, a shirt and a pair of leggings. These items were purchased as Christmas gifts. As I started to wrap the items I opened up 1 box and found that I have received shoes that were two different sizes. I ordered a women's size 9. One of the shoes was a 9 and the other was a 6. I immediately called customer service and asked if I could take the shoes into a local store to exchange them for the correct size. The rep told me that I could and helped to locate a local store. I contacted the store located in the ****** Mall and I explained the situation and asked them if the shoe was available and the clerk told me that they were. I gave them my name and told them that I would be in that evening to pick them up. However, when I arrived at the store I was told that since the shoes were purchased online that they could not do the exchange. They only offered to ship them back for me for an exchange. I declined the offer and instead decided to ship them back myself through **** I visited the *** store on 12/22/22 and returned 1 pair of the tennis shoes and the leggings. I still have the receipt because of course I had to pay for the return. On 12/29/22 I received an email from Finish Line advising that my return was received and that my refund was being processed. I phoned Finish Line on 1/17/23 to inquire of the $200+ refund and I was told that a request was being submitted and that I should receive the refund within 5 to 7 business days. It is now 2/9/23 and I still have not received the refund. My hope is that by contacting you this may offer some assistance with having my money returned. Thank YouBusiness Response
Date: 02/14/2023
JD **************************************************************** ** 46235
February 13, 2023
*************************
1941 **************
*****, ** 21221
Daytime Phone: **************
E-mail: ***********************
Ref:19379191
Dear *************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you were shipped two different sizes of shoes and for any inconvenience caused to you. We attempted to reach you by phone at ************ but we were unable to reach you. After further review of your order, there has been a refund processed in the amount of $286.20 on February 13, 2023. Please allow 3 to 5 business days from the processed date for the funds to post to your account. If you have any further questions or concerns please contact JD Finish Line **************** at **************. Again, our apologies.
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 **************** DepartmentCustomer Answer
Date: 02/17/2023
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. Thank you
Regards,
*************************
Initial Complaint
Date:02/09/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 4 pairs of shoes in 11/22. I was sent 1 wrong pair, a pair of ****************** moccasins. I've tried to return the wrong item twice and Finish Line will not accept it saying it is not in their inventory, but they sent me the shoes by mail directly from my online order. I want the $32.44 back for the pair of **** shoes I never recieved.Business Response
Date: 02/14/2023
JD **************************************************************** ** 46235
February 13, 2023
*******************************
14783 ****************
**********, ** 80023
Daytime Phone: **************
E-mail: ******************
Ref:19374023
Dear *******************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you received the wrong item and that you have not yet received your refund. We attempted to reach you by phone at ************ but we were unable to reach you. After further review of your order, we show that there has been a dispute filed with your Financial Institution. Due to the dispute being filed JD Finish Line cannot process any refunds for your order. We advise that you contact your Financial Institution for further assistance regarding this matter. Again, our apologies for any inconvenience caused.
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 **************** DepartmentInitial Complaint
Date:02/06/2023
Type:Sales and Advertising IssuesStatus: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 have called in over a dozen times at this point and have gotten no resolution. I placed an order in Nov 2022 and ended up returning the childrens shoe due to it being defective and looking worn. Finishline has had the returned item since 12/13/22. I have called in numerous times to find out why I havent received a refund yet and I get a different answer. I have given them the return label number which clearly shows they had possession of the items for almost two months. When I call they always say it will be refunded in 3-5 business and that never happens.Business Response
Date: 02/14/2023
JD **************************************************************** ** 46235
02/08/2023
***************************
250 *********
*******, ** 20170
Ref:19344858
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.
After further review, we show your refund in the amount of $178.08 on 11/13/2022 and sent to your bank on 11/14/2022. We have also attached a copy of the transaction.
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 **************** DepartmentCustomer Answer
Date: 02/14/2023
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.
Someone from the company sent me an email stating they already refunded me for the item in November. I replied stating the refund I received was not for the item I returned it was for another item that they actually forgot to sent me. The refund I am inquiring about was mailed in December and the amount of the refund is different. The order had two items which I explained. I responded to this email on Feb 9th and still have not received a refund or response.
Regards,
***************************Business Response
Date: 02/20/2023
JD **************************************************************** ** 46235
February 20, 2023
***************************
250 *********
*******, ** 20170
Daytime Phone: **************
E-mail: ***********************
Ref:19344858
Dear ***************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you have not received your refund and for any inconvenience caused to you. We attempted to reach you by phone at ************ but we were unable to reach you. At this time, there has been a refund requested in the amount of $101.76. Once the refund is processed please allow 3-5 business days for the funds to post to your **** account. If you have any further questions or concerns please contact JD Finish Line **************** at **************. Again, our sincerest apologies.
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 **************** DepartmentCustomer Answer
Date: 02/27/2023
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 got an email stating I would be refunded in 3-5 business days as theyve sad many times and I still have not received my refund. I dont understand why its so hard for them to process they refund like they are saying.
Regards,
***************************Business Response
Date: 03/01/2023
JD **************************************************************** ** 46235
March 1, 2023
***************************
250 *********
*******, ** 20170
Daytime Phone: **************
E-mail: ***********************
Ref:19344858
Dear ***************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you have not received your refund and for any inconvenience caused to you. After further review, It has been confirmed by our **************************** that there has been a refund processed in the amount of $101.76 on February 23, 2023. Please allow 3-5 business days for the funds to post to your account from the processed date. If you have not received your refund by March 2, 2023, we advise that you contact your Financial Institution in regards to the funds being refunded to your account as that date will conclude the 3-5 business days timeframe. If you have any further questions or concerns please contact JD Finish Line **************** at **************. Again, our apologies.
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 **************** DepartmentCustomer Answer
Date: 03/02/2023
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:02/05/2023
Type:Product IssuesStatus: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 merchant charged me two payments through Afterpay each one $12.84 which totals to $25.68. They sent me an email cancelling my order and then still charged me another payment. I called them on 02/05/23 sw Klaudene emp#C004436 and she told me just to contact my bank and a supervisor **** will call me back they could not refund me.Business Response
Date: 02/08/2023
JD **************************************************************** ** 46235
February 7,2023
***************************************************************************************************************************** 33543
Daytime Phone: **************
E-mail: *****************
Ref:19336542
Dear *******************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize for your order being canceled and for any inconvenience caused to you. We attempted to reach you by phone at ************ but we were unable to reach you. After further review, we were not able to locate any orders in our system that was placed through After Pay and then canceled. At this time, we advise that you contact After Pay as the order was not successfully approved in our system which would have resulted in a Pending Authorization for the amount submitted, however, the pending authorization shall release within ***** business hours. Please know After Pay is responsible for reimbursing you the amount(s) that you were charged for the order as they were notified that the order was canceled and or not successfully approved in our system. If you have any further questions or concerns please contact After Pay for further assistance. An email was sent to ***************** on 2/7/2023 asking for a Merchant ID/order number which would have been provided by After Pay. We look forward to your response.
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 **************** DepartmentInitial Complaint
Date:02/02/2023
Type:Service or Repair IssuesStatus: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 made an in store purchase on January 9th using Afterpay. On January 21st I went to return the purchase in store and swiped my Afterpay. As of now, I have not received a refund. I have contacted Finish Line and they stated to contact Afterpay since it was refunded. Which I did, Afterpay states they cannot refund as it is out of their control. Neither company wants to take control of the issue and I have not been refunded still.Business Response
Date: 02/03/2023
JD **************************************************************** ** 46235
2/4/2023
*****************************
1705 *********
********, ** 78541
Daytime Phone: **************
E-mail: ********************
Ref:18970886
Dear *****************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you have not received your refund and for any inconvenience caused to you. We attempted to reach you by phone at ************ but we were unable to reach you. Please know when you made the return in-store and you swiped your debit or credit card the funds would have been posted to your bank account instead of being refunded back to After Pay. At this time, we advise that you contact After Pay regarding your refund. If you have an open balance with them for the item purchased you will have to settle that amount immediately with After Pay. If you have any further questions or concerns please do not hesitate to contact JD Finish Line **************** at **************. Again, our apologies.
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 **************** DepartmentCustomer Answer
Date: 02/06/2023
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 did not swiped my debit card. I swiped afterpay. I check my bank statement as well and there is no refund
Regards,
*****************************Business Response
Date: 02/09/2023
JD **************************************************************** ** 46235
02/08/2023
*****************************
1705 *********
********, ** 78541
Daytime Phone: **************
E-mail: ********************
Ref:18970886
Dear *****************************,
Thank you for notifying ** 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 there was confusion regarding your refund. Please provide us with a copy of the receipt for the return. We will be more than happy to help with the matter.
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 **************** DepartmentInitial Complaint
Date:01/30/2023
Type:Product IssuesStatus: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 made an online order January 24. order was canceled unexpectedly without given me a reason. the person that cancel my order was named ****************** sent an email on january 29 asking about my order status. she canceled my order without explanation. they still havent returned my moneyBusiness Response
Date: 02/01/2023
JD **************************************************************** ** 46235
2/1/2023
*******************************
11743 S ****************
************, ** 84095
Daytime Phone: **************
E-mail: ***********************
Ref:18955315
Dear *******************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize for your replacement order being canceled and for any inconvenience caused to you. We attempted to reach you by phone at ************ but we were unable to reach you. After further review of your order, we show that there has been a dispute filed with your Financial Institution. Due to the dispute being filed JD Finish Line cannot process any refunds and or replacements for your order. We will advise that you contact your Financial Institution for further assistance regarding this matter. Again, my apologies for any inconvenience caused.
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 **************** DepartmentCustomer Answer
Date: 02/01/2023
I never got a call from finish line. I don't have any voicemails from finish line. why did your rep cancel my order without permission from me. all i was asking was for an order update. she then cancel my order because she didn't see any shipment movement. why didn't she call *** to find out what was going on? its sounds like your employees have no idea what they are doing. i had to call *** and my credit card. do you think its right for all this headaches just to order a pair of shoes.
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:01/30/2023
Type:Service or Repair IssuesStatus: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 just was on the phone with a representative a supervisor. She still talking about is under review. The merchandise has been back to the store since January 7. I dont know how long they have to review to return labels to return items so Im having a problem with Finish Line I would never order anything theyre so rude and so ******** they dont have any common sense. It was two different transactions when I purchased it so therefore its going to be two different return label so I put the return labels from one order from on the six one order from 1 to 7 in one box now they telling me that theyre still investigating it doesnt take that long for a rocket scientist to see that is two pairs of shoes in the box return from two different transactions. I am having the last time to be respectable with these Finishline representatives. I need someone to call me back so I can receive my merchandise and my refund over $100 and its been over a month and I keep talking to these representatives, and I still have yet to get anything off. My phone number is ************. Everyone is so slow they cannot redo your refund and give you a tracking information. I have all of my information in a year to tell me why they still have to look it up and its under review.Business Response
Date: 01/31/2023
JD **************************************************************** ** 46235
1/31/2023
*********************************
13947 Sussex
*******, ** 48227
Daytime Phone: **************
E-mail: ************************
Ref:18952143
Dear *********************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize that your return was rejected by your local Finish Line Store and it took a bit longer than expected for your refund to be processed for both orders. Per our conversation on January 31, 2023, it has been determined that refunds for the order numbers listed have been processed in the amount of $42.40 and $79.50 on January 30, 2023. Please allow 3-5 business days for the funds to post to your original method of payment. If you have any further questions or concerns please do not hesitate to contact JD Finish Line **************** at **************. Again, our apologies.
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 **************** DepartmentInitial Complaint
Date:01/28/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on Finish Lines website for a pair of **** Air *** 270 on January 15th 2023 for $160 plus tax. My order was delivered to my home on January 19th 2023. Upon opening my package I discovered that my package was completely empty. I phoned customer service and spoke with Ms. ********************* on January 20th 2023. ************ advised that I would need to complete an affidavit form and provide pictures of my empty box. ************ also adivsed the time line of when the issue should be resolved 3-5 business days for investigation and 3-5 business days to recieve my refund, which is what I requested. When I completed the form I thought I would have received some sort of email that it had been submitted but I didn't. I followed up with an email to ************ on January 22nd but did not receive any communication back. On January 27th I called **************** to check the status. I did not get the employees name. I was however informed support team closed my investigation and no refund issued. When I asked why it was closed I was told they were not able to see why. I was advised to re-fill the affidavit out, which I did. I find this customer service to be mediocre at best. I spend close to $170 on merchandise that I did not receive and a company who does not want to make it right. I requested a refund so that I could go to a local brick and morder store of Finish Line to re-purchase. I have the pictures to prove the box was empty and gave all correct information. At this point I would not recommend shopping with the company to my worse enemy. Do better Finish Line.Business Response
Date: 02/01/2023
JD **************************************************************** ** 46235
1/31/2023
*********************
285 Country Ln
******, ** 40142
Daytime Phone: **************
E-mail: ******************
Ref:18943421
Dear *********************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you received an empty box upon delivery and for any inconvenience caused to you. We attempted to reach you by phone at ************ but we were unable to reach you. After further review of your order, there has been a refund processed in the amount of $169.60 on January 30, 2023. Please allow 3-5 business days for the funds to post to your original method of payment from the processed date. If you have any further questions or concerns please do not hesitate to contact JD Finish Line **************** at **************. Again, our apologies.
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 **************** DepartmentInitial Complaint
Date:01/26/2023
Type:Product IssuesStatus: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 bought my daughter **** 270 for Christmas on November 25,2022 On Christmas day the shoes didn't fit. We got Covid and was sick the week after Christmas. We have 7 people in our home. I called and asked them about return and they said once we was able to go in to the store we could exchange or get refund. My daughter has a wide foot and they had nothing that would fit her and the sales lady told her she would have to go to outlet. It's not that wide. So my husband says we will have to get refund has receipt and card that was used. She would only give a gift card to her yet they have nothing she can wear and I called online number and they refuse. I asked if I could speak to anyone else they said it was a week over the 45 days they would not put back on my card. This is the worst business practices I have seen. I will never use them again. Ever.Business Response
Date: 01/30/2023
JD **************************************************************** ** 46235
1/28/2023
*******************************
569 *******************
**************, ** 28792
Daytime Phone: **************
E-mail: ***************************
Ref:18935870
Dear *******************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We sincerely apologize you were not able to return and or exchange the item and for any inconvenience caused to you. We attempted to reach you by phone at ************ but we were unable to reach you. At this time, due to JD Finish Line, ****************************************************************************************************** exchange. If you have any further questions or concerns please do not hesitate to contact us at **************. Again, our sincerest apologies.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish Line **************** Department
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