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Business Profile

Retail Shoes

The Finish Line, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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

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    Customer Complaints Summary

    • 539 total complaints in the last 3 years.
    • 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:11/24/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I spent $55.47 on a pair of shoes and never got an email with a tracking number. But I got charged for the shoes and I never received them.I ordered them on Oct 27,2022

      Business Response

      Date: 12/01/2022

      JD **************************************************************** ** 46235
      11/30/2022


      *********************
      1101 *********************
      Danville, ** 61832
      Daytime Phone: **************
      E-mail: **********************
                                                                                                                                        Ref:18459412 

      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 your order did not arrive. We understand your frustration. We see that a refund has been completed as of 11/29/2022. It can take up to three to five business days for your financial institution to show the funds available. 
      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:11/21/2022

      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 returned my finish line order back on 10/24/22 which was delivered on that day, I waited 3 weeks for a refund and was never given one so I contacted them. They would go on and say that I would need to wait 2-5 business days for my refund so I waited. Then after waiting a week more I contacted them again saying that the product was delivered to the wrong address.I contacted *** and they confirmed that it was delivered to the wrong address, but in order to file a claim the shipper(finish line) would have to contact them. Then finish line says that I would have to contact them to file a claim which I can't.The package is essentially lost as it was delivered to the wrong return address, which is *** fault.

      Business Response

      Date: 11/23/2022

      JD **************************************************************** ** 46235
      11/22/2022


      *******************
      16311 ************ apt 53
      *******, ** 92335
      Daytime Phone: **************
      E-mail: *****************

      Ref:18446540 

      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 needed to contact JD Finish Line regarding your order. We see that you spoke with a ************* representative on 11/22/2022 who assisted you with your refund. Please send the items back with the free label that was sent to your email. Once JD Finish Line receives the items and processes them, your refund request will be completed. Please allow three to five business days for your refund once the items are received back. 


      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:11/18/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      my Order Number: ********** was supposed to be delivered 11/16. i still have not received it. finishing also sent my daughter 2 left shoes on Order Number: ********** i returned them to the mall and my daughter still has not gotten a pair of ********* that was her 10th birthday gift and you ruined it! where are my af1s. and they were supposed to credit it back to my credit card but forced me to take a gift card at the store even though they made the mistake and i had to waste gas driving there. where is my other package! Tracking Number:1Z2E3A47YW00182428

      Business Response

      Date: 11/21/2022

      JD **************************************************************** ** 46235
      11/21/2022

      *************************
      14919 ************
      *********, ** 64030
      Daytime Phone: **************
      E-mail: *******************
      Ref:18438657 

      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 sincerely apologize you were shipped two left shoes for one order and you have not received any recent updates for your second order. We attempted to reach you by phone at ************ but we were unable to reach you. After further reviewing order **********, we show there has been a refund processed in the amount of $109.48 on November 21, 2022. Please allow 5-7 business days to receive the refund Gift Card in the mail. After reviewing order **********, you advised that you made the return of the two left shoes in store. Can you please email back providing the Store number, and date you made the return for further assistance? We look forward to hearing from you. Again, our deepest 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:11/17/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ********** I returned all 4 shoes under this order and would like a remaining 2 items to be refunded. Finishline only issued a partial refund.

      Business Response

      Date: 11/21/2022

      JD **************************************************************** ** 46235
      11/21/2022

      ***************
      ******************************************* ***
      Daytime Phone: **************
      E-mail: ********************
      Ref:18417939 

      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 a partial refund and for any inconvenience caused to you. We attempted to reach you by phone at ************ but were unable to reach you. After further reviewing your order, we show there has been an additional refund processed in the amount of $264.20 on November 21, 2022, for your order. Please allow 3-5 business days for the funds to post to your account. Again, our deepest 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:11/15/2022

      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 went into the finish line in ********** ******* on 11/10 and had a horrible encounter with the manager as usual. The store manager has always been rude never greets me and ignores me when I ask a question since since my first encounter with him in 2019. If I ask for help hes extremely passive aggressive and brushes me off Had a issue with a shoe reservation once and he told me that I didnt have a reservation, theres no cell service in there so when I went home I was able to pull it up on the app and go back and get the black and royal 13s. I came in to buy pants and asked him and the other associates if they could look up the pants I previously bought so that I could exchange them. An associate asked the manager right in front of me if they could look it up and the manager said no. I then asked if I could still exchange them and pay the difference for the other pair since they were new and still had the tags on them. When I returned the manager said oh you made it back, but then he started being very condescending and demeaning,shaming and embarrassing me in front of a line of customers insinuating that I was trying to run a scam. I asked him why did he initially tell me that he could not look up transactions then agree to let me exchange the pants making me drive 20 minutes away to get them only to deny me the exchange and he sarcastically said while laughing well I can offer you a bag to carry those in. I then told him I still wanted to buy the other pants, but he ignored me and started taking care of other customers. I called and made a complaint and was told the regional manager would call me, but I never got a call and when I called back they said they couldn't find a case. He also blocked my hand when I purchased the other pants when he saw I was going to give a zero on the survey and gave himself the highest rating. I would like to be called by an executive ********** I could not fit the whole story in here.

      Business Response

      Date: 11/18/2022

      JD **************************************************************** ** 46235
      11/17/2022


      *********************
      5116 **************************
      ***************, ** 33417
      Daytime Phone: **************
      E-mail: ***************
                                                                                                                                        Ref:18409979 

      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 for your recent store experience. We assure you that we take feedback of this nature seriously. We have notified the Area Manager of the JD Finish Line location of your complaint. Please allow ***** business hours to receive contact from the Area Manager.
      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: 11/21/2022

      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,

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

       

      i want to speak to someone higher than the area manager. This issue has been going on for years and the store manager has gotten away with it. Also I need to speak to someone about the bad customer service within you call centers. I called them first about this issue and they did not even process the complaint. 


    • Initial Complaint

      Date:11/13/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Item on 10/28/2022 but wearing for the first time on 11/11/2022 and it broken on the first my son Wear it not even a for a few hours. But the refused to take it back for refund or replacement.

      Business Response

      Date: 11/18/2022

      JD **************************************************************** ** 46235
      11/17/2022


      *******************************
      178 ***********************
      ***********, ** 29301
      Daytime Phone: **************
      E-mail: ****************
                                                                                                                                        Ref:18398376

      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 your recent experience with JD Finish Line. With the information provided, we are unable to locate an order. JD Finish Line was also unable to reach you by phone. Please provide us with the order number to [email protected]. The item can be sent back to determine if the item has normal wear and tear or is defective. After a determination, JD Finish Line will either return the item or complete the replacement. JD Finish Line does reserve the right to refuse a return.

      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:11/12/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It's an apparel website that seems to sell customers' information on the dark web (I'm assuming) because I just got a new card and the ONLY purchase I've made thus far was on the Finish Line Website a few days ago.Then today, I woke up with over $3700 missing from my bank account!Watch out for this website!It has a "lock" in the Url bar as if it is secure, and it obviously isn't. It sends you in circles so that you have to enter your information multiple times. When you're about to check out and think you've completed the purchase, it dumps your cart and says you took too long to check out, when you know you didn't. The scammer went by the name "*********************" and he spent over $1700 in an apple store in ******, **, he sent himself two payments of $1000 via zelle as well ($2000 total) and all of these charges were back to back and all happened today Nov 12, 2022.Totalling over $3700 missing from my bank all because of this phishing Website for scammers called "finishline.com" and they need to be reprimanded and TAKEN DOWN.

      Business Response

      Date: 11/15/2022

      JD **************************************************************** ** 46235
      11/15/2022
      ***********************
      50 ************
      *********, ** 95363
      Daytime Phone: **************
      E-mail: ************************
       Ref:18396710 
      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 your debit/credit card information has been compromised 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, we advise that you contact your local police department and file a report if you feel as though your credit card information was sold to the Dark Web, and for any further assistance. 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:11/12/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order Number: ********** this item never delivered.Order Number: ********** this item never delivered. if you check tracking it delivered else where.And then my status account is gone probably cause I contacted you guys to investigate this issue.It's not fair, I'm out the money, status points, and shoes. Please let me know if I have to file a police report.You can't say I made too many requests when it's only two and you haven't solved any of them.Stop giving me bogus solutions by saying contact the carrier, you know as the receiver I have no power to contact *** and they have repeadetly said to contact the sender to file a claim etc. This is ridiculous, I haven't checked everywhere within my apartment building and was there as the *** guy was delivering packages. Your agents previously refunded me in points on you loyalty program, it isn't fiar for you to terminate that cause of this issue and another issue in which I followed the advice of your agent by returning something in store. That's a loss of over $100 in status points and rewards cause I agreed to take my refund that way instead of a credit card refund. Overall, I'm owed $154.99 for the first missing order, $160 for the second missing order and then my status account back which had about $160 in rewards.

      Business Response

      Date: 11/15/2022

      JD **************************************************************** ** 46235
      11/15/2022

      ***************************
      744 ************
      ******, ** 02120
      Daytime Phone: **************
      E-mail: *********************
      Ref:18396512 

      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(s) and for any further 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, It has been determined that JD Finish Line as a company cannot process any refunds or replacements for your orders due to you having claimed " Did Not Receive" multiple times for the address listed on your orders. If you wish to further pursue this matter  we advise that you contact the carrier for further assistance. 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:11/09/2022

      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 purchased a pair of shoes for my daughter on 06/09/22. I checked the website repeatedly waiting for my shipment. It kept saying awaiting carrier arrival. Because of COVID and transit issues, I thought nothing of it. Fast forward to today 11/09/22 I still have not received my product. After speaking with the company they said they can not help outside of their 45 day return policy. How can I return shoes, I never received? They are refusing to send me the shoes/ reimburse me my money for the product I never received.

      Business Response

      Date: 11/11/2022

      JD **************************************************************** ** 46235
      11/11/2022

      *************************
      2323 ***************
      **********, ** 45239
      Daytime Phone: **************
      E-mail: **********************
      Ref:18381434 

      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 did not receive your package and for any inconvenience caused. 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 November 11, 2022, in the amount of $51.74. Please allow 3-5 business days for the funds to post to your account from the processed date. Again, our deepest 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:11/08/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My issue simpler than Finish line is making it. I ordered the wrong size shoe, I noticed after a few minutes. I canceled the order right away by sending an email to customer service. I also followed up with a phone call to confirm its been canceled. Order was placed 11/04/22 order was canceled 11/04/22. Finishline told me this pending charge will be reversed, however its now showing as posted. Send my money back. If finish line is so broke that they just really need the $141 its thats the case, lets talk exchange instead.

      Business Response

      Date: 11/09/2022

      JD **************************************************************** ** 46235
      11/9/2022

      *******************
      4232 Oakwood Ave
      ***********, ** 63121
      Daytime Phone: **************
      E-mail: **********************
      Ref:18373774 

      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 your order was not canceled as requested back on November 4, 2022, and for any inconvenience caused. We attempted to reach you by phone at ************ but we were unable to reach you. After further reviewing your order, we show that your request to cancel had not been approved due to the order being prepared for shipment at the time you gave a call to cancel the order. At this time, we show the package was returned to the sender, and a refund has been processed in the amount of $141.72 on November 9, 2022. Please allow 3-5 business days from the processed date for the funds to post to your **** account. Again, our deepest 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

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

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