Business Profile

Retail Shoes

The Finish Line, Inc.

Headquarters

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/09/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed an online order with company on 8/17/2022. Received product on 8/21/2022. The package I ordered came in worn and clearly used. Contracted Finish Line customer care on 8/21/2022. They sent me a return label which I then return. Package was received by Finish Line on 8/27/2022. After Finish Line received the package, Finish line canceled the order. They still have not refunded the Amount of $175.00. Each time I contact an employee of Finish Line. They tell me 3-5 Business days
Business Response
Date: 09/13/2022
JD **************************************************************** ** 46235
9/12/2022

***********************
88 ***********
************, ** 02893
Daytime Phone: **************
E-mail: *****************
Ref:18003250

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 a worn/used item and you have not received your refund yet. We attempted to contact you at ************ but did not get an answer. After further reviewing, we show that your return was received on August 24, 2022, under *** tracking #1Z61A5E4039******** At this time, a refund has been requested in the amount of $175.00 on September 12, 2022. Once the refund has been processed 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:09/07/2022
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.
I had order a product from this merchant on August 4th 2022 for $163.63 and never received it. It stated that the package was delivered when I tried to contact the merchant and third party delivery service my calls and messages were not answered. This has been going on for the last month and my issue was never resolved.
Business Response
Date: 09/12/2022
JD **************************************************************** ** 46235
9/12/2022

***********************
2999 **********************************************************
********, ** 10039
Daytime Phone: *********
E-mail: *********************
Ref:17929174

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 your package or 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 reviewing your order, we show there has been a refund processed on September 12, 2022, in the amount of $163.31. Please allow 3 to 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:08/25/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 2 pair of shoes from finish line, I didnt receive the initial order. Finish line sent through order and I received it, I was not happy with the shoes, so I returned the shoes back. The shoes were delivered back to finish line for over 3 weeks ago.l still havent provided me with a refund. I have called several times and Finish line constantly tells me that the refund Has already been processed but this is not true Order number **********
Business Response
Date: 08/26/2022
JD **************************************************************** ** 46235
8/25/2022
*********************************
9265 *************
*******, ** 38016
Daytime Phone: **************
E-mail: ******************

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

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

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize that you have not received a refund. We attempted to contact you by phone at ************** but did not get an answer. After further reviewing your order, we show there has been a refund processed in the amount of $245.81 on August 25, 2022.
Please allow 3 to 5 business days for the funds to post to your account from the processed date. Also due to the delay of the refund and for the inconvenience, we show there has been a $20 reward issued to your Status account. 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
Initial Complaint
Date:08/24/2022
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.
I placed a order on July 1st 2022 order total $367.20 I was told that one package was delivered one day the other package was delivered the next day the order was to be for two pair of Jordans and two book bags for my grandson I received one pair of Retro 13 Jordans I never received the Six Ring Jordans nor did I receive the two book bags I informed Finish Line of that and they told me that they would be sending out a gift card so that I could repurchase the items I've called them several times and the last time I spoke with them I let them know that my purse had been stolen and the card do the financial institute chime I no longer had it the lady informed me her name was ************ have the email that she was going to refund my money on a gift card so that I can repurchase my grandson shoe and book bag the second time I called them they told me something about they it was a dispute from chime and I don't understand how because I no longer have that account or card anymore they were not to refund anything to that card they were to give me a gift card the lady quoted on the phone that I told them the card and the account was closed so my question to them is why would you refund anything to a close account now they have gotten my money and I have no product I ordered two pair of shoes and two book bags I only received one pair of shoes so I still almost 2 months I don't have my grandsons other pair of shoes and I don't have his two book bags I want Finish Line to refund my money to me or give me a gift card so I can repurchase my grandson's items or send me my merchandise they need to stop playing with me they took my money I want my product
Business Response
Date: 08/26/2022
JD **************************************************************** ** 46235
8/25/2022

*********************
1409 **********************
*********, ** 30236
Daytime Phone: **************
E-mail: *********************

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

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

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize you have not received your items or a refund. We attempted to contact you at ************** but did not get an answer. After further review of your order, we show that a refund was requested back on August 8, 2022, in the amount of $205.20, however, the refund was canceled due to a dispute being filed with your Financial Institution.

Due to the dispute being filed, JD Finish Line cannot process any refunds and or replacements for your order. We will advise that you contact your Financial Institution for further assistance regarding this matter. Again, my apologies for any inconvenience caused.

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

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish Line **************** Department

Customer Answer
Date: 08/29/2022
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,

*********************
Customer Answer
Date: 10/06/2022
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,

*********************
Initial Complaint
Date:08/23/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 17th, I ordered a pair of ****** 11 lows as a gift for my nephews birthday. My card was charged, and I got an email with an order number. On August 22nd I received an email that they cancelled my order, no reason given. I am quite annoyed by this and feel if you take my order you should be fulfilling it. Now I need to scatter to find another gift since this company just cancels orders.
Business Response
Date: 08/25/2022
JD **************************************************************** ** 46235
8/25/2022

***********************
76 *********************
*********, ** 06825
Daytime Phone: **************
E-mail: ****************
Ref:17757751

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 your order was canceled and for any inconvenience. We attempted to contact you by phone at ************** but did not get an answer. After further review of your order, we show that the order was canceled due to inventory issues for the ****** ************************************************************* the size **** you are looking for which resulted in the order being canceled. Due to the order canceling this would have resulted in a Pending Authorization taking place on your account in the amount of $202.07, however, the pending authorization shall release within 24 to 72 business hours. In the event that the funds have not been released on your account, we advise that you contact your ******************* in regards to getting the funds released. 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
Initial Complaint
Date:08/23/2022
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.
Bought my ****** one take 2 shoes in April of 2022. The front of the sole is coming apart. Went to the store 08/21 for warranty. Store manager *********************** stated he will exchange them once he gets my size in. He called his district manager for assistance who refused to speak to me.
Business Response
Date: 08/23/2022
JD **************************************************************** ** 46235
8/23/2022

***************************
1112 ************
************, ** 60048
Daytime Phone:**************
E-mail: **********************
Ref:17755750

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

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

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

We apologize that your return was not accepted and for the item being damaged and or defective. We attempted to contact you at ************** on 8/23/2022 but I did not get an answer. We advise that due to the 45 days time frame having exceeded JD Finish Line at this time cannot assist you with your return and or exchange. We advise that you contact the manufacturer for further assistance regarding this matter. 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
Initial Complaint
Date:08/22/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order #**********. This company canceled my order I've been waiting for for a week. Extremely disappointed because these were a big gift for my son! I want the shoes I ordered!
Business Response
Date: 08/24/2022
JD **************************************************************** ** 46235
8/23/2022

*********************
14513 **************
********, ** 34711
Daytime Phone: **************

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

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

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

We sincerely apologize for your order being canceled and for any inconvenience caused. We tried contacting you by phone at ************** but did not get an answer. After further review of your order, we show that your order was canceled due to inventory of the *** JORDAN ***** 11 LOW BASKETBALL SHOES. At this time, we are out of stock on the item in the size **** you are looking for, which resulted in the order being canceled.

Due to the order canceling, this would have resulted in a Pending Authorization taking place on your account in the amount of $203.30. However, the pending authorization shall release within 24 to 72 business hours. In the event that the funds have not been released on your account, we advise that you contact your ******************* in regards to getting the funds released. We truly apologize for the trouble.

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: 08/25/2022
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,

*********************
Initial Complaint
Date:08/22/2022
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.
I placed an order online (#**********) and used a $10 status reward towards my purchase. Two of the three items were cancelled. Instead of readjusting my final order to include the full $10 reward discount, finish line only applied a $4.76 discount.I tried to explain to CS I lost out on $5.24 worth of rewards savings after my two items were cancelled. My $10 status reward should have been applied to my order since the sole item met the requirement for the reward to apply. If my $30 one-item order was processed correctly, after my $10 status reward I should have been left to pay $20. Since I paid with $10 with gift cards, my credit card should only have been charged around $10 plus taxes ($1.65).Email customer service doesn't understand this. My credit card was charged $17.33 by finish line which has ALREADY BEEN PROCESSED. I attempted to call but the wait times are excessively long. I want to make sure the difference (should be $5.68) is refunded to me back to credit card.
Business Response
Date: 08/26/2022
JD **************************************************************** ** 46235
08/25/2022

*******************
3032 *******************
**********, ** 75082
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 your reward was not applied to your entire order. As of 08/25/2022, we have requested a refund in the amount of $5.68. Please allow 3-5 business days for the refund to be completed for your PayPal account. If there is anything further we can do, feel free to contact us.
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: 08/29/2022
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,
*******************
Customer Answer
Date: 09/07/2022
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.]
I originally placed an order 8/20 regarding an order that was partially fulfilled. I had a reward that should've applied regardless. I originally wrote to BBB where a customer rep emailed me 8/25 I should expect a refund of $5.68 within 3-5 business days to my paypal. It has been beyond that timeframe. and there is no refund to my paypal. I emailed that rep and my email was ignored. I emailed finish line and they told me a request was placed and to wait 3-5 business days (again?) even though it has already surpassed this time.
Desired Resolution:
Refund

Regards,

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

Business Response
Date: 09/13/2022
JD **************************************************************** ** 46235
09/12/2022

*******************
3032 *******************
**********, ** 75082
Daytime Phone: **************
E-mail: ***********************
Ref:17751437

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. Your refund has been resubmitted as of 09/12/2022.
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: 09/16/2022
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.]
I still do not see a refund in my paypal account and will not close this ticket until this is resolved. I originally wrote in August 25th and keep getting instructed to wait 3-5 days for the refund to post despite my refund exceeding this quoted time turn around.

Regards,

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

Customer Answer
Date: 09/21/2022
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.
I would like to close the complaint 17751437 I made against Finishline. They finally refunded me to my paypal account officially as of 9/20. I am unable to close the complaint since I rejected their response prior to them actually refunding me.
Thank you again for assisting me with the resolution.
Regards,
*******************
Initial Complaint
Date:08/21/2022
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 ordered my son two pair of **** ************** PS size 12 and I received two totally different shoes. I called and was out on hold. When the representative got back on the line. She said that they dont have them I. His size anymore and I paid for rush shipping. After asking for my shipping to be returned only fair because it was Finishline who made the mistake I was told no and to take the shoes to the store. If I were able to get up and go out to shoe shop I wouldnt have purchased them online. I need my money back NOW my son has no shoes for school and school starts on Monday.
Business Response
Date: 08/24/2022
JD **************************************************************** ** 46235
8/23/2022

***************************
73 *********
***************, ** 60411
Daytime Phone: **************
E-mail: **********************

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

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

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize you were shipped the wrong product and for any inconvenience caused. We tried to contact you by phone at ************** but did not get an answer. At this time, per your request, a refund has been requested in the amount of $95.97. You have been emailed a *** return shipping label to the email address of ********************** for the mis-shipped item to be returned back to JD Finish Line.

Please print the label and make the return, once the item has been received your refund will then be processed. If you prefer, you can also return the item to your local store. Also, we show that the LITTLE KIDS' **** AIR *** 90 TOGGLE CASUAL SHOES are in transit and will be delivered on August 24, 2022, by the end of the business day. You can further track your package at www.ups.com by tracking the number *****************.
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:08/19/2022
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.
I order two pairs of sneaker from finish. Both packages are marked as delivered and neither one of the packages arrived. I talked to a finish line worker and was told the would issue me a refund and I can purchase the item at the store. I received an email that states the refund would be in my account in 3-5 business. After yhe 5th business day my refund was not issued. I called them today and they told me they cancelled the refund and I should reach out to **** I tried to file a claim with *** and they dont file claims on *** surepost. At this point all I want is my sneakers
Business Response
Date: 08/26/2022
JD **************************************************************** ** 46235
8/25/2022

***************************
3431 ********
************, ** 19134
Daytime Phone: **************
E-mail: ************************

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

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

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

We apologize you did not receive your package(s) and for any inconvenience. We tried to contact you by phone at ************** but did not get an answer. After further review of your order, it has been advised by our **************************** that we are unable to process any refunds, and or replacements for your order(s). If you would like to pursue this further, please reach out to the shipper and file a claim with them. Again, our apologies for any 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

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