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Business Profile

Retail Shoes

The Finish Line, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for The Finish Line, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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The Finish Line, Inc. has 231 locations, listed below.

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    Customer Complaints Summary

    • 541 total complaints in the last 3 years.
    • 144 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/20/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ********** ORDER NUMBER I ordered a pair of sneakers for Christmas for my husband and he didn't like them so when I got a chance I went to the finishline store to return them and the store said they couldn't return them but they will mail them back and they did.Finishline has received the sneakers and are not returning my money back to Klarna which was my choice of payment for purchasing the sneakers. I have called a numerous times asking for my refund and the customer service representatives always have another excuse why they haven't refunded me. I feel robbed because they have their merchandise but are not refunding the money back to my form of payment and I about had it.

      Business Response

      Date: 01/20/2023

      JD **************************************************************** ** 46235
      1/20/2023
      ***************************
      2 **************
      **********, ** 23702
      Daytime Phone: **************
      E-mail: *****************************
      Ref:18862096     
      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. After further review of your order, we show there has been a refund processed on January 20, 2023, in the amount of $164.30. Please allow 3-5 business days for the funds to post to your account from the processed date. Again, my 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

      Customer Answer

      Date: 01/24/2023

      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:01/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,I am seeking assistance with an issue I recently had at one of the stores. I've reached out to customer service at least 15 times over the past month and haven't received an appropriate response from the organization. Aside from one occasion, I have been told that my concerns have been escalated and a supervisor or regional manager will get back to me, which has yet to happen.I am very disturbed by my experience and hope that this hasn't to others. I feel incredibly violated and believe that I was singled out because I was a female and also shopping with my child. The sneaker culture can be extremely judgmental and I think I was targeted because of these reasons. Below is the original details of my request that I passed to Finishline. Thank you for your assistance, I appreciate your time. I was very excited to receive exclusive access to the cherry 11s last week. I went to my local store in ********, ** to pick up my reserved grade school and adult size. I had my toddler with me at the time of the pick up and was slightly distracted, but very happy to secure the biggest gift on my Christmas list. When I got home I was disgusted to see that the adult shoe I was sold was actually the cherry 9, which wasn't being released to the following week. I believe the staff took advantage of the fact that I was distracted and switched my highly desirable shoe with another model, which is still sitting on the shelf. I'm a loyal customer who spends a lot of money at your store and am disgusted with this experience. I feel I was discriminated against because I'm a female with a child. If this happened to me I'm sure others have been taken advantage of by this store and urge you to take a look at the team working at this location. I would also like the opportunity to purchase the shoes that I was promised, and charges status points for. I can't express how disappointed I am with this experience and how violated I feel.

      Business Response

      Date: 01/21/2023

      JD **************************************************************** ** 46235
      1/21/2023
      *************************
      38 ******
      **************** 02356
      Daytime Phone: **************
      E-mail: **********************
      Ref:18856773   
      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 you receiving the wrong item for the Status Exclusive Access reservation back in December of 2022 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 an Area Manager Notification completed in regard to this matter and the Store's Area Manager will be contacting you as soon as possible. Please allow 24 to 72 business hours to receive a call back. 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

    • Initial Complaint

      Date:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on January 10, 2023. On the 16 I received a email saying a couple of the items were canceled in that order. The next day on the 17th I was looking on the site. Seen that they had the same exact show I ordered that was canceled available. I pulled the shoe up to view & seen that the same exact *********** was available. I proceeded on like I was going to purchase shoe. Adding shoe to my cart & continued all the way through to checkout. The issue with reordering though was the shoe is now almost doubled what I paid in my original order that got canceled. So I contacted customer service. The first representative informed me the item isnt available without even asking me what item Im referring to. I asked to speak to a supervisor he stated there wasnt one. I had to disconnect with this agent & call back. This time the agent informed me they dont price match. I would have to place a new order. I asked to speak to a supervisor. Stating why would I place a new order paying double the price from an order the company canceled 6 days later. The supervisor got on the phone & informed me there was no way she could match my order price. She stated she will issue me a $10-$20 status reward. This still is not equivalent to the price difference. I asked her for corporate number to express my disappointment in the overall customer service, policies & lack of customer care & satisfaction. She told me there is not one. She could put in a request for someone to call me back. She then asked to put me on hold to get the reward issued. While on hold she would come in & out to update me. The first update she stated she had a supervisor assisting her with issuing the reward. I continued to wait she came back in then stated the supervisor said they could see I already have rewards so I can use that towards placing a new reward. Thats all they can do. Therefore they never gave me a reward that I waited on hold for. Overall I spent at least a hour speaking to different agents & still my issue was unresolved. I shared with the agent those rewards they are referring to are 2 separate $5 rewards thats $10 total. One reward is not active so I have one $5 reward. I let her know my reward came from shopping & spending money. I earned those. What is a $5 reward suppose to do for a canceled order that is now doubled in price???? This is awful customer service. The worse amongst any competitor. The nonchalance that go along with providing customer service is unbelievable. Im extremely disappointed that business is done this way. The agents are programmed to be nonchalant as well due to the horrible policies placed Im sure.

      Business Response

      Date: 01/20/2023

      JD **************************************************************** ** 46235
      1/20/2023


      T H
      16 ********** Ct
      ******, ** 27501
      Daytime Phone: ************
      E-mail: ************************
      Ref:18825659 


      Dear T H,


      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 two of your items were 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 the two items were canceled due to inventory for the product(s). Due to the items being canceled, this would have resulted in a Pending Authorization for the amount(s) submitted, however, the pending authorization shall be released within 24 to 72 business hours. Please know if an item has changed in *************** Finish Line as a company does not honor price adjustments. You are more than welcome to replace the order for the items once they are available in our inventory but you will be charged the price shown on the Finish Line website. Due to the inconvenience, we have issued a $20 reward to your Status account. Please allow 24 hours for the reward to show as available for use. 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 **************** Department

    • Initial Complaint

      Date:01/17/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Finish Line (**********) back on 12/06/2022 for a pair of shoes. My shipment arrived 6 days later with the incorrect shoe. I retuned the shoes to my local store to have them shipped back for a replacement. Upon receiving my return Finish Line then canceled my replacement order (X570264871) on 12/20/2022 saying I would be refunded in 7 business days. I have now spoken to them on the phone twice about being refunded for my order. It is now 1/17/2023 and I'm still being charged on afterpay for a canceled order. All I want is my money back.

      Business Response

      Date: 01/20/2023

      JD **************************************************************** ** 46235
      1/20/2023
      ***********************
      120 ***************
      *******************, ** 08536
      Daytime Phone: **************
      E-mail: ****************
      Ref:18823483 
      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 the wrong item and you have not yet 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. After further review of your order, we show there has been a refund processed in the amount of $140.00 on January 18, 2023. Please allow 3 to 5 business days for the funds to post to your account 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 **************** Department

      Customer Answer

      Date: 01/20/2023

      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:01/15/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/24/2022 I placed order#********** through the Finish Line website. The company sent only one shoe instead of two. I immediately called, a young woman advised that I would need to send back the one shoe before I could receive my correct order. I stated that I wanted what I paid for and that I would like my purchase to be delivered immediately. This did not happen, I have yet to receive the items I paid for despite being very diligent and patient in regards to the inconvenience of someone's error and lack of attention. At this time I would like to receive a pair of shoes, a prepaid postage package to return the one shoe and a full refund or gift card NOT merchandise credit!!

      Business Response

      Date: 01/20/2023

      *************************
      3310 **************
      ********, ** 23222
      Daytime Phone: **************
      E-mail: *********************
                                                                                                                                        Ref:18815525 

      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 received a single shoe. We understand how frustrating this can be. We see that a prepaid label was sent to you on 01/12/2023 with tracking number  1Z61A5E40392661919. Once the single shoe is returned, JD Finish Line will release your new order with a two day Rush shipping. While we do understand that you are requesting compensation for our mistake, we are unable to provide you a full refund and a free product. 
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,

      JD Finish Line **************** Department

    • Initial Complaint

      Date:01/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought my son $440.00 worth of clothes from finish line online for Christmas. I needed a smaller size for him so after Christmas on 12/28/22 I went to my closest finish line which is in the ****************** to do an exchange. However the gentleman that helped me at this finish line was incompetent and did not do an exchange but a refund. About a week later I noticed that I never received my items so I contacted their main customer service number. I emailed the customer service rep the receipt that I was emailed and she told me that another order wasnt done and that the only thing they could do was issue me a refund I was very upset my this and asked several times to speak to a supervisor to only be told they are busy if you want someone can reach out to you in 48 hrs. Well that never happened no supervisor called me so I reached out again after a couple of days and again I was told that I could only get a refund which at this time I was like ok just do it I see how disgusting this company runs just give me my refund that was this week on Monday. I called back today and the representative that I spoke with informed me that my refund was never done and that now she needed to do a new request for a refund and I need to wait another 5-7 days to receive it. So from 12/28 I have asked 2 times for a supervisor to call me which they never did, I have called 3 times and nothing has been done for me and I still dont have my refund of $440.00. Im a single mom and work very hard for my money Ive been treated very badly by finish line I will never shop with them ever again there customer service is dispicable. All I want at this point is my refund and never have to deal with them again!!!! I dont want an apology they can save it for the next complaint !!!! Thank you

      Business Response

      Date: 01/23/2023

      JD **************************************************************** ** 46235
      01/22/2023



      ***************************
      28 ************
      Staten Island, ** 10314
      Daytime Phone: **************
      E-mail: ****************

                                                                                                                                     

      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 has been a delay in your refund. We understand your frustration. We have requested your refund 01/22/2023. This process will take approximately three to five business days to be completed back to your **** Card.
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.


      Thank you again for bringing this matter to our attention.


      Sincerely,

      JD Finish Line **************** Department


    • Initial Complaint

      Date:01/12/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/26/22 I placed an order ********** over the phone at finish line. I received everything in my order except for a size small men red mj sweatpants for my son. In its place they sent me a large red hoodie instead of the sweat pants and packed the order slip with the hoodie that read pants as if they actually sent them out to me. The same day I received the hoodie I contacted finish line explained to the rep exactly what happened she stated that I need to back the hoodie first and once they process the hoodie that they will then send out the sweatpants. As of today I have not received anything. This is not the first time this company has mis shipped an item out to me. It because frustrating as a consumer to feel like youre being taken advantage off. Im not rich I work hard to provide for my child. If they no longer have that item that cost me ***** I will like a refund. The rep provided me a return label and issued a new order number and she stated that once I sent it back the hoodie that my correct order will be processed and sent out and again this has not happened. In my photo is when I opened up my package and the hoodie and the order slip addressed as if was the actual pants I ordered when it was not

      Business Response

      Date: 01/13/2023

      JD **************************************************************** ** 46235
      1/13/2023

      ***********************
      9 *****************
      *************************, ** 08648
      Daytime Phone: **************
      E-mail: *******************
      Ref:18726955 

      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 the wrong item 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 replacement requested for the ****** ESSENTIALS FLEECE PANTS size small. We show the mis-shipped item is in transit back to JD Finish Line and the return will be received on January 16, 2023, by the end of the business day. Once the return has been received and reviewed your replacement order will be processed and shipped out. Please allow 4-6 business days to receive it. 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 **************** Department

      Customer Answer

      Date: 01/13/2023

      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:01/09/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I don't know which department this goes to, i recently called FinishLine and made a complaint about cutting myself from a razor blade that was left in the box. I wasn't hurt bad but i did say something and how things was handled made me feel small. I was being brushed off and offered a $40 gift card. How a $40 gift card supposed to make me feel any better?? Im not looking for millions but at least enough for a couple of pair of sneakers. Like make me feel valued as a customer. A supervisor wouldn't connect with me. Im on hold for 10 minutes and a supervisor couldn't even connect to see if im okay?? Again im not looking for a pay day, but a $40 gift card is a very high insult. A gift card i never got that is. So im insulted with a $40 gift card i never got. Horrible experience......Purchase #********** Placed: Dec 27, 2022

      Business Response

      Date: 01/21/2023

      JD **************************************************************** ** 46235
      1/21/2023


      *********************
      311 **************
      ******, ** 12776
      Daytime Phone: **************
      E-mail: *********************
      Ref:18713595 


      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 injured due to a box cutter being left in your shipment 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 an Area Manager Notification completed in regard to this matter and the Store's Area Manager will be contacting you as soon as possible. Please allow 1 to 3 business hours to receive a callback. 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

    • Initial Complaint

      Date:01/09/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The first order (Order #**********) was placed on Nov 26 and I returned it and the tracking said it was delivered on Dec. 14th. I still have yet to receive a refund 3 weeks later, and I've contacted support 3 times already. Each time they told me they've issued a refund and just wait 3-5 days and I still haven't received my refund after all this time. The most recent contact was on Dec 30th, it's been 7 days now and they told me the refund should show in my account. I still haven't received anything.The second order (Order #**********) was placed on Dec 12, and one of the item in the order was cancelled without my doing or consent. I wouldn't have made that purchase if I couldn't have both the items in the order due to the shipping cost not being worth it for me, but now that one of the item was cancelled I decided to just return the other item that did ship (I tried to cancel the order but it went through anyway). I returned it in-store due to my horrible experience with my first order shipping it back, and I was told I can't receive a refund on the shipping. Basically I just lost out on money due to shipping and it wasn't my fault. I wouldn't have placed that order if I knew I wouldn't be receiving all the items due to the shipping cost, but now I have to eat that cost due to Finish Line s******* up my order.

      Business Response

      Date: 01/10/2023

      JD **************************************************************** ** 46235
      01/09/2023



      *******************
      1446 **********
      *************, ** 30044
      Daytime Phone: **************
      Evening Phone: **************
      E-mail: ****************
                                                                                                                                        Ref:18707338 

      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 extend our apologies that you had to contact JD Finish Line regarding your refund. After further review, we were able to confirm that the refund was completed on 01/06/2023 in the amount of $190.80 for order **********. Please allow three to five business days for the funds to become available. We will also follow up with you in five business days to make sure that you see the funds. Regarding order number **********, JD Finish Line only charges for what we ship. Your original total was authorized for $45.58. JD Finish Line settled on $14.98. The initial pending hold on the $45.58 was released within one to three business days after the order was placed.
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,

      JD Finish Line **************** Department

    • Initial Complaint

      Date:01/08/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from this place for a late Christmas present with Afterpay. There was three separate shipments with my orders that I havent received at all. I contacted support more than 4 times now. The first time, they said they would refund it since I already got replacement items for it. The second time, they support said the last support person didnt submit a refund request and that they would. But then the chat just ended. The third time they chat ended immediately after I joined. The forth time, it choose to do it through email. We were talking and then they just stopped ************ I am here. I just want refund. Support is horrible! Order number - **********

      Business Response

      Date: 01/12/2023

      JD **************************************************************** ** 46235
      01/11/2023



      *****************************
      4601 ***************
      ************, ** 21117
      Daytime Phone: **************
      E-mail: ***********************
                                                                                                                                        Ref:18706319 

      Dear *****************************,
      Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.  JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
      We apologize that you have not been issued a refund. We do understand how frustrating this can be. We want to confirm that as of 01/11/2023 a refund in the amount of $228.96 back to AfterPay. It will take three to five business days for the refund to be processed. Once AfterPay has received the refund they will be responsible for refunding you as the customer.
      We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
      Thank you again for bringing this matter to our attention.
      Sincerely,

      JD Finish Line **************** Department

      Customer Answer

      Date: 01/12/2023

      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,

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

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