Business Profile

Retail Shoes

The Finish Line, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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

Initial Complaint
Date:10/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a pair of shoes online September 6th 2022 for $114 that I never received after reaching out to the merchant they assured me another pair would be sent out. A week later September 23rd I received an email stating the order was cancelled and Id be receiving a refund in 5-7days. A week went by no refund so I called customer service, they then told me they issued a refund. Waited another week still nothing so here we are 6-7 weeks later no shoes no refund. I reach out by email October 12th to try and get it resolved. I receive an email back stating that I would not be receiving a refund due to too many claims of not receiving merchandise this is the kicker, I HAVE NEVER ORDERED WITH THE MERCHANT BEFORE literally never that was my very first time. I send a reply requesting proof for they are stating I still havent heard back. They literally stole my money and lied I WILL NEVER SHOP WITHE AGAIN. I dont even know what else I can do I opened a dispute with my bank I still have yet to hear a result for that. I really cant believe they can just steal your money like that and lie about previous orders with zero proof.
Business Response
Date: 10/18/2022
JD **************************************************************** ** 46235
10/18/2022

*************************
163 *************************
**********, ** 45238
Daytime Phone: **************
E-mail: ************************

Dear *************************,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We sincerely apologize you did not receive your package or 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, since you have filed a chargeback with your bank, JD Finish Line will have to wait for your bank to review the charge.

Once your bank has reviewed the file, JD Finish Line will be able to take care of the refund. The process normally takes a week and we will follow up with you once your bank completes their investigation. Again, our apologies for the inconvenience.

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: 10/19/2022
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.

[It is of a last resort I felt compelled to file this complaint with the better business bureau as a result I had to file a dispute with my bank after getting no where for over a month with finish line, now I have to wait another month or so before I receive anything for my bank to investigate this dispute which could have been avoided had the merchant handled it with some amount of diligence.]

Regards,

*************************
Initial Complaint
Date:10/13/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an exchange in store 10/3/2022 for MENS ***** SQUARE CHUKKA BOOTS in a size 10.I returned MENS ***** SQUARE CHUKKA BOOTS size 10.5.I have called Finish Line customer service 4 times and customer service reps are unable to provide me with a tracking number.I have not received any update on my order.I have not received my order.I attached my receipt with order number.I want a tracking number for my order.
Business Response
Date: 10/13/2022
JD **************************************************************** ** 46235
10/13/2022

*****************************
1464 *************
*******, ** 60510
Daytime Phone: **************
Evening Phone: **************
E-mail: ************************
Ref:18207174

Dear *****************************,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize you have not received any information in regard to your order or when your package will be delivered. We attempted to reach you by phone at ************ but were unable to reach you. After further checking our system we were not able to locate your order. It seems that your order was not properly placed in the store, however, we can certainly assist you with this matter. At this time, in order to get this matter resolved the two options we can provide to you would be, either issuing you a full refund for the purchase. Or if you are still interested in receiving the item we can locate the product and ************** out to you. Please let me know what you would like to do. 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

Customer Answer
Date: 10/15/2022
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.

I am still waiting for my tracking number. I was informed I would be updated between ***** hours.

Regards,

*****************************
Business Response
Date: 10/24/2022
JD **************************************************************** ** 46235
10/24/2022

*****************************
1464 *************
*******, ** 60510
Daytime Phone: **************
Evening Phone: **************
E-mail: ************************
Ref:18207174

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 the inconvenience caused. Since our last conversation, we escalated this matter to higher management and they are still working on getting the order pulled through to our system to ************** out to you. We did also try locating the item manually and it shows that JD Finish Line does not have the item in stock at any of our stores for me to locate and have the item shipped to you. We will be following up with higher management today regarding your order. The worst-case scenario will be that you will receive a refund if we cannot get the order pulled through our system. We will follow up with you within ***** business hours regarding this matter. 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

Customer Answer
Date: 10/28/2022
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.

I havent received any recent update.
The item is available on the finish line website for purchase. Can it be pulled and mailed to me from the website?
Regards,

*****************************
Initial Complaint
Date:10/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
While on vacation in ***** I made a purchase from Finish Line in the ************. I was in love with the shoes and couldn't wait to wear them. I immediately put the shoes on in the store and wore them out of the store with a smile. The very next day i noticed the toe on one of the shoes began to peel. I was due to fly back home to ************ ******* this day so i couldn't make it back to the store for a return. I spoke to a member at the store who assured me i would have no issue returning the shoes to my local Finish Line. On 10/08 i visited my local Finish line and was told i was unable to exchange or return the shoes. I was open to store credit and told NO. I very dissatisfied with the product. I had the shoes less than 24 hours and they started to fall apart. Please help.
Business Response
Date: 10/11/2022
JD **************************************************************** ** 46235
October 11, 2022

*************************
6181 *************
************, ** 46055
Daytime Phone: **************
E-mail: *****************************

Ref:18186608
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 you are not happy with the purchase. Please know that JD Finish Line can only accept returns in original unworn condition within 45 days of purchase. At this time, we suggest contacting the manufacturer for assistance.
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:10/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went to Finish Line in *********** ** on 8/7. They did not have daughters size in shoes. The employee said she could order them for me and I would receive the shoes in 3-5 business days. Order#**********. I called about the shoes after not receiving them after a few weeks. They stated they don't know why I didn't receive them and they would have to cancel my order and return my money. 6 phone calls later being told each time they would send my money,. I am still out ******. Each time I call they don't speak good english and will not let me talk to a supervisor. 2 MONTHS and still no refund for a CHILD that needed shoes for school??? I was told today that I needed to be patient!!! SERIOUSLY!! I want my money back!!! I have spend hours on hold and on the phone trying to get this corrected.
Business Response
Date: 10/08/2022
JD **************************************************************** ** 46235
10/8/2022

*** *******************
7278 ***************
*******, ** 65781
Daytime Phone: **************
E-mail: ********************

Dear *** *******************,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We sincerely apologize you have not received your refund and for any inconvenience caused to you. We attempted to reach you by phone at ************ but did not get an answer. After further review of your order, we show there has been a check issued in the amount of $118.91 on October 4, 2022, to the address ***************************************************. Please allow 5-7 business days to receive the check in the mail. 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:10/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Returned my shoes on September 7th and its now been almost a full month no refund. Contacted them for the first time around 3 weeks ago, (contacted over 10 times total), and kept being told 3-5 days then my refund will be issued. Was finally put in contact with a supervisor named *********************, who also said 3-5 days. I never got an email, a call, nothing. I contacted them myself yesterday, 10/05/22, and was told my refund will not be issued. No reason, no explanation. I was rightfully very frustrated as I am now out of the available bank dispute timeframe.
Business Response
Date: 10/11/2022
JD **************************************************************** ** 46235
10/11/2022

Noble Cloud
14214 E ************
*******, ** 67230
Daytime Phone: **************
E-mail: *************************
Ref:18175222

Dear Noble Cloud,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize you have not received your refund and for any inconvenience caused to you. We attempted to reach you by phone at ************ but did not get an answer. After further review, we show that your order ********** has been escalated to our ****************** and is undergoing review. Once the internal investigation is completed you will be notified in regard to your order refund. Once the refund has been processed please allow 3-5 business days for the funds to appear in your account from the date the refund was processed. We understand this has been an ongoing issue for you and we sincerely apologize for the inconvenience. Please allow ***** business hours for a response. 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:10/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Wednesday September 13th I placed an order on the Finish Line website for 3 pairs of sneakers: 1 pair of **** ************ pair of **** High Dunk 1 pair of **** Low Dunk. I paid $25 extra dollars for priority shipping. On Thursday I received the pair of **** Air *** 97', all good. On Friday I was supposed to receive the two pairs of Dunks, *********** when I opened the package I received another pair of **** Air *** 97' in a different number/color. I reached out to their customer service to get a solution, not I only didn't receive a reshipment, I wasn't refunded either for the shipping payment. I requested a refund so I could sent the incorrect shoes back, I was told that once the package was dropped off and scanned, I'd be "taken care of" meaning, receive my refund. The tracking number wasn't updating so I sent the proof of receipt from the parcel, they couldnt' do anything until the tracking number updated. Finally my tracking number updates showing package as delivered and I am told to wait another 5-7 business days to get processed, process what? The incorrect pair of shoes they sent? I'm trying to get a refund from them but all their agents on the chat have been nothing but rude and not helpful. I'm requesting a full refund for the missing pair of shoes and the shipping I paid for.
Business Response
Date: 10/08/2022
JD **************************************************************** ** 46235
10/8/2022

***************************
77 ******************
*****, ** 06418
Daytime Phone: **************
E-mail: ************************

Dear ***************************,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We sincerely apologize you were shipped the wrong item and for any inconvenience caused to you. We attempted to reach you by phone at ************ but did not get an answer. After further review of your order, we show there has been a refund processed in the amount of $266.84 on October 6, 2022 for both the size 7.5 and the size 10.5.

Once the refund has been processed we advise that you allow 3-5 business days for the funds to post to your account from the processed date.

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:10/04/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed an order i received the wrong item i called they told me to return the order and they would ship out the correct item next day. I called to confirm they received the item they said they did but my items still had not been shipped was told they would ship next day . Got a email stating my order was cancelled and i was hung up on i called back was told the item was out of stock and that they then couldnt process my refund or cancel after i received my email stating they cancelled my order . And i was told to call back in 24 hours to see if they could process my order . I also asked how could we make this right and they told me to call back i told them Id like my full refund as well as 50 off my next order .
Business Response
Date: 10/08/2022
JD **************************************************************** ** 46235
10/8/2022

*******************************
151 ********* APT 820
******, ** 30265
Daytime Phone: **************
E-mail: ************************

Dear *******************************,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We sincerely apologize for you receiving the wrong item and for any inconvenience caused to you. We attempted to reach you at ************ but did not get an answer. After further review of your order, we show there has been a refund processed in the amount of $83.46 on October 7, 2022. Please allow 3-5 business days for the funds to post to your account from the processed date.

Lastly, we were able to locate a STATUS account in our system under your email address ************************* Due to the inconvenience, there has been a $20 reward issued to your account for your troubles. Please allow 24 hours for the reward to show its available for use. 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

Customer Answer
Date: 10/10/2022
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:09/29/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i ordered a pair of **** vapor *** womens shoes size 8 on 9/16/22 for $171.20 with taxes via after pay when i recieved the shipment i got a plane brown box with a **** shoe box inside with no shoes i have contacted customer service numerous times via chat and they say they have requested my refund yet it still hasn't been refunded to after pay ive filled out the affidavit they requested twice its been nearly 2 weeks of constant chats on the chat feature and i keep getting the same lie over and over that its been requested for refund but it never happens the order number is **********
Business Response
Date: 10/03/2022
JD **************************************************************** ** 46235
10/3/2022
*************************
85 *************
*********, ** 30528
Daytime Phone: **************
E-mail: ************************
Ref:18149208
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 you receiving an empty shoe-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, we show there has been a refund processed in the amount of $171.20 on October 2, 2022. Please allow 3 to 5 business days for the funds to post to your account from the processed date. Again, our deepest apologies for the inconvenience.
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: 10/03/2022
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:09/27/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
order ********** on 08/27 received partial order contacted them on the September 4 in regards to my order and they said it was a problem with the warehouse and would have to cancel my order and refund, I have yet to get a refund, I've been calling for weeks and all they keep saying is give it 5-7 days. I spoke with 2 managers **** and ******** both said they would expedite and give it 72 hours and still no resolution. I also sent an email and still the same response it has been well over 5-7 days now I'm looking for help to get my refund.
Business Response
Date: 09/28/2022
JD **************************************************************** ** 46235
September 28, 2022

*****************************
56 ************
***********, ** 08046
Daytime Phone: **************
E-mail: **************************

Ref:18134641

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 are sincerely sorry for the inconvenience caused by order **********. We are working to get this canceled so Klarna can be notified to process your refund.
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: 09/29/2022
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,

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

no that havent the same response that they have been giving me since 09/04 we are working on it has been escalated asked how long and no response

Business Response
Date: 10/04/2022
JD **************************************************************** ** 46235
10/4/2022
*****************************
56 ************
***********, ** 08046
Daytime Phone: **************
E-mail: **************************
Ref:18134641
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 2 out of the 5 items that were purchased on your order and for any inconvenience caused to you. After further review, we show the additional 3 items that you did not receive have been canceled. This will result in a Pending Authorization on your account in the amount of $63.00, however, Klarna will issue the funds back to your account within ***** business hours. In the event that you have not received the funds, we will advise that you contact ****** for further assistance with getting the funds released. 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

Customer Answer
Date: 10/04/2022
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:09/23/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom Ever This May ******** regarding order #********** placed on 09/09/2022 for $151.55, I had ordered 2 pairs of shoes sized **** men's but I received size 11 men's instead. The shoes in-question were purchased as a gift for my father. The customer service representative I spoke to via chat named ******, who was quite unprofessional and unhelpful. I asked ****** politely to process my refund and I will send the shoes back when I return from my work-trip since I have absolutely no use for them. I am on a business trip and wont be available for a few weeks. She kept repeating the same thing over and over again and essentially went on to state that The Finish Line Return Policy does not allow that. Does this statement actually represent Finish Line's idea of customer service? Before filing this complaint with the Better Business Bureau, I tried sending this via email since I am currently on said work-trip but the email link provided on the Finish Line **************** website is broken and stuck in a perpetual loading loop when I click send. This level of customer service is foul, absurd, and a complete waste of my time considering the inconvenience it has put me through. I will be filing a credit dispute with my bank, donating the wrong shoes I received, and consider filing a complaint with other relevant parties if this does not get resolved expediently. Lastly, this will likely be the last time I ever shop with Finish Line.
Business Response
Date: 09/28/2022
JD **************************************************************** ** 46235
9/28/2022
Maseah G
1918 *************
**********, ** 75081
Daytime Phone: **************
E-mail: ****************
Ref:18118913
Dear ********,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize you were shipped the wrong size 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, we show there has been a refund requested in the amount of $151.55 on September 22, 2022. It has been determined that no refund(s) can be processed by JD Finish Line until the mis-shipped item has been returned back to us. We understand this has inconvenienced you, however, it is our policy that any mis-shipped items be returned before any refunds and or replacements are able to be processed. JD Finish Line does have a return policy of 45 days from the date of purchase was made. Once the item has been returned to us your refund will be processed. 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

Customer Answer
Date: 10/01/2022
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.
The company has essentially blown me off and referred to their Return Policy instead of giving me a refund and sending me shipping labels for the items.

Regards,

Maseah G

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