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Business Profile

Retail Shoes

Pacers Running

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:12/31/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On October 30th, a purchase was made to my credit card without me knowing from this company. I had no idea what the purchase was for or what the company was. On October 31st I reported the transaction as fraud. A few days later, on November 2nd, a package was delivered to my address from the company. I had no idea what the package was, me and my wife did not order this item nor did we ever go on their website. I charged back the purchase on November 15th, however, my card got charged again on December 26. I contacted my bank and managed to get a hold of the company's phone number, which was not listed on their website. On the phone, the company stated that they were only able to help me over email, but once I did they said they were only able to issue me a refund if I returned the item in person, the location which is located all the way out in Virginia. I am convinced that the company somehow got ahold of my credit card information, and used my card to purchase an item from them under my name.

  • Initial Complaint

    Date:08/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July 8, 2023 I ordered a pair of sunglasses (order number *********) from Pacers Running. The package was delivered on July 17, 2023, and to my dismay the sunglass box was empty. I called the store about this issue on July 26, 2023, and was told to file a complaint through their online customer support portal, which I did immediately after the call. I was told someone would contact me with 24 hours, and now it's been 2 days and no one has contacted me. I was tempted to leave them a 1 star review right off the bat, but figured I would give them a chance to make it right. However, since pacers running clearly doesn't care about fraudulently scamming their customers, I've escalated this problem to the BBB. I attached pictures of the empty box, order receipt, and online portal message, and call log below. I should note that the sunglasses are rainbow pride glasses. Maybe pacers did this as a way to rip off a supporter of the ***** community.?

    Business Response

    Date: 08/14/2023

    BBB,

    I am a co-owner of Pacers & Racers Family Footwear in *** ******* **. I just received a notification about this complaint, sorry for the delay in responding.

    It looks like the customer was shopping at "Pacers Running" in Arlington, VA, not Pacers & Racers Family Footwear in *** ******* **. We have no association with the Virginia store, except a partial name resemblance. Could you please remove the complaint, attach it to the correct account, and send confirmation?

    If the customer would like to give us a try, we verify that all outgoing boxes aren't empty and are supporters of the ***** community.

    Thank you,

    *****

    Business Response

    Date: 10/24/2023

    The customer complained that we did not fulfill his order quickly enough and didn't respond when he inquired. We responded within 48 hours of him reaching out to us and on July 28th did send out his order. It appears he made the BBB complaint shortly before this so his complaint didnt include that we did respond and did fulfill the order.

    Once we received the BBB complaint, we reached out and actually refunded his order and let him keep the product. I am attaching two attachments:

    1. A screenshot from our online system showing that we fulfilled to item on July 28th.

    2. A screenshot of the email we sent.

    He has not responded but we addressed his complaint in full.

Pacers Running is NOT a BBB Accredited Business.

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