ComplaintsforRoad Runner Sports Inc

Sporting Goods Retail

Multi Location Business

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Initial Complaint
11/15/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Asked to sign up for a VIP membership program Asked if there was a cost to this, answer was no Charged $49.99 on November 5 No option to cancel VIP membership online, instructed to call a number Number puts you on hold for hours, no one answers
Business response
11/18/2024
Thank you for an opportunity to respond to this complaint. Upon research of the details the customer provided, its has been determined the customer visited ********************** ****************, and purchased a pair of **** shoes. The customer was presented an opportunity to join the Road Runner Sports VIP membership. During that conversation, disclosure of the VIP join details and renewal are displayed on the card reader during checkout process. The customer must opt in and accept the terms and conditions of joining the membership. Additionally, the customer was provided a sales receipt that displays the join details and terms and conditions of the membership. Road Runner Sports apologizes if the customer was caught off guard by the renewal, and the business continuously works ensure transparency of the customer purchase experience. According to records, the customer has made contact with **********************, cancelled the membership, and a refund has been issued, satisfying the desired settlement. We are confident these actions will lead to a satisfactory resolution of this dispute.
**** ********
Road Runner Sports

Customer response
11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *******
Initial Complaint
11/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Charged my bank account ***** annual ********************** fee and I dont have an acct with **********************. My daughter, **** ******, has an acct, ****************** and I used my debit card to pay for items she purchased at your Store. I did not authorize Roadrunner to store and maintain my card info in their systems or on her acct. I want my debit card info removed from her acct and the annual membership refunded back to my acct. This is a very shady, dishonest business practice.
Business response
11/11/2024
The customer has reached out to ********************** as of 11/5/24 and a refund was given to the account with ********************** charges of $99.99. VIP Membership is a family membership, and debit cards are tokenized without First and Last name. Digitally, there was no way Road Runner Sports could have known that the account holder of the debit card was not the VIP member. We are certainly sorry for the confusion and inconvenience.
We are confident this action along with explanation will lead to a satisfactory resolution of this dispute.
**** ******** Road Runner Sports
Customer response
11/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Recommend a change in business practice to stop maintaining card info unless the name on card and VIP account match.
Regards,

******** ******
Initial Complaint
10/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They do not allow an easy way to cancel your VIP membership. While they appear to have a 'cancel now' option on their website it does not actually do anything forcing you to call and wait on hold until you finally get someone who then pressures you to stay instead of just letting you cancel.
Business response
11/11/2024
Road Runner Sports made contact with the customer on 10/31/24 and informed the customer that ********************** is free until its expiration date of 11/24/24. We are confident this action will lead to a satisfactory resolution of this dispute.
**** ********
Road Runner Sports
Customer response
11/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*********** *******
Initial Complaint
10/11/2024
Complaint Type:
Billing Issues
Status:
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.
I have been getting charged annually by Road Runner Sports for a VIP membership that I was completely unaware of. I shopped at the store in 2016/17 for sneaker to attend a public safety academy and they made it seem like I was receiving a discount for being a public servant. In no way did they make it clear that I was signing up for a reoccurring membership. I do not have any emails stating that my account was being charged and I have now realized the charges have been going on for years when I have not shopped at their store nor have a benefitted from any VIP membership. Ive also never provided them bank account information and have a completely new card from 2017 yet somehow they have managed to charge me without any warning to me. Also they have increased the price throughout the years, again without any notice to me or an option to cancel
Business response
10/24/2024
Road Runner Sports has made several attempts to make contact and confirm customer information to be able to apply refund as resolve this dispute, however, we have not received a reply back from the customer. ********************** is committed to closing this dispute with resolution and will wait for the customer to respond before taking action.
Thank you
**** ******** Road Runner Sports
Initial Complaint
10/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We noticed an unauthorized charge of $49.99 on our joint credit card dated 10/04/2024. Upon further investigation, we discovered that this is a membership charge we never signed up for. In reviewing our credit card history, we found similar charges from "Round Runner" dating back to ******* husband (***** ****) made a single purchase at Road Runner Sports in ********, *******, on October 14, 2017, for $171.33, and did not sign up for any membership. However, it appears that Road Runner retained our credit card information and began charging us membership fees without our consent starting in 2018, as detailed below:10/04/2018: $28.99 10/01/2019: $39.99 10/02/2020: $39.99 10/03/2021: $39.99 10/04/2022: $49.99 10/08/2023: $49.99 10/04/2024: $49.99 We typically do not closely scrutinize our credit card statements, so we did not realize these unauthorized charges were occurring until now. Our Citi credit card number changed last year, but they still managed to charge our new card. The card number charged from 2018 to 2022 ended in 7611, while the card charged in 2023 and 2024 ends in 3972.We believe this practice of retaining customer credit card information and charging for unauthorized memberships is totally wrong and unethical. We demand a full refund of the unauthorized charges, totaling $298.93.I have all the credit card statements, but the scanned file is too large to attach.
Business response
10/24/2024

Road Runner Sports has made several attempts to contact this customer and to date has not received a response. We have processed refund per customer request in the complaint. ********************** is confident that this action will lead to a satisfactory resolution of this dispute.

Customer response
10/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** **
Initial Complaint
09/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I have been a RoadRunner Sports Platinum VIP member for many years. I have always had continued problems with this companies website. However, for the last year I have been unable to use my rewards cash online. Every time I use it I receive an error message. I have called and emailed their customer service many times and no one has been able to help me and most people I talk to dont even try. The situation is so bad now I cant even buy shoes with any CC they dont have on file so now basically I have to call every time I want to buy something. Also to add insult to injury they just charged me without any heads up for their $99 renewal fee.
Business response
09/18/2024

Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on September 17th, 2024.
The customer has received assistance with their online account and bonus rewards cash for the inconvenience.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.

Thank you,
**** ********
Road Runner Sports
Initial Complaint
09/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for a VIP membership with Road Runner Sports at the ************ location. The sales associate explained that the benefit to membership was that you would have free shipping, and an automatic savings on products plus store credit back, and that there was no risk as you could cancel your membership and receive a full refund at any time if you were unsatisfied with your membership or in the event that your savings was lower than the membership cost. I attempted to cancel my membership today but was told that they could only refund a pro-rated amount of half, or just cancel the auto-renewal. When I explained that I was told differently in store they stated that the store **** sometimes did not explain it correctly, but that the website contains all of the information and is binding. When I asked them if they could verify on their end that I signed up in store and therefore had never looked at the membership info on the website they verified that I had indeed signed up in store with a clerk. They again stated that the clerk explained the information wrong but because it was on the website that was what would be used to be binding in this case.
Business response
09/18/2024
Thank you for an opportunity to respond to this dispute. Road Runner Sports has made contact with the customer and issued an additional refund of $50.00 to complete the full refund of the charge of $99.99. We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
**** ******** Road Runner Sports
Customer response
09/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ********
Initial Complaint
09/10/2024
Complaint Type:
Billing Issues
Status:
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.
Road Runner Sports charged my card on 8/20/2024 for a VIP membership that I do not have. I called on 9/10 and found out that they charged me for my SISTER'S VIP membership. I had paid for some shoes for our mother at the store while my sister was there, and we had used her VIP membership for *******, Road Runner Sports was trying to renew HER VIP membership, and when her card didn't go through, they used *the next card on file*, which was MY card. I never authorized this; my sister is not an authorized user of my credit card, the card is not in her name at all. I'm pretty sure this is illegal.They say they will reverse the charge, now that I've called in to complain.
Business response
09/17/2024
Thank you for an opportunity to respond to this dispute. Road Runner Sports has not been able to locate an account with the contact information the customer has provided. ********************** has made several attempts to connect with the customer to identify a customer record to research but have been unsuccessful. We are confident that when we connect with the customer, we will be able to locate a customer record and provide the desired resolution.
Thank you
**** ******** Road Runner Sports
Customer response
09/17/2024
The business's response has nothing to do with the complaint and sounds like a form letter--they're not taking this seriously. They have NOT reached out to me repeatedly--I have merely received one email from them (from ********* ******, Solutions Specialist II, VIP *************** that described the program as being a VIP Family program, which, again, I never signed anything saying I would join my sister's VIP membership, and included a link to their terms and conditions.
No one has asked me for any clarifying information or taken this case to heart, and no one has said anything in regards to my desired resolution for this matter--they are not changing their business practices based on anything I've said.
Business response
09/18/2024
Thank you for the opportunity to respond to this dispute. As stated in the communication Road Runner Sports has sent to the author of the complaint, any user of any portion of the ********************** Rewards Membership is deemed to have accepted the terms and conditions of this Agreement, which include acceptance of renewal charges for the membership. Road Runner Sports would be happy to cancel and refund the membership fees if the customer wishes, which is why we have attempted to contact the customer and provide a resolution. We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
**** ********
Road Runner Sports
Customer response
09/19/2024
Road Runner's response indicates they are still willing to continue with these extremely anti-consumer and possibly illegal actions. I was never briefed on the fact that I'd be joining my sister's VIP account, I never signed any release or authorization for recurring payments.
Initial Complaint
09/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Road Runner made attempts to charge 3 of my credit cards on 3 different dates (Sep 6-8, 2024) for an annual membership of $69.99 that I did not authorize. Thankfully my credit card companies denied the charges all 3 times but it is unacceptable that these fraudulent charges were attempted 3 times with 3 different credit cards. Now all 3 of my cards have been deactivated and I am with no credit cards whatsoever for 7-10 business days while I wait for new cards.
Business response
09/13/2024
Thank you for an opportunity to respond. Road Runner Sports has made several attempts to reach the customer and provide resolution, but have been unsuccessful in connecting. If the desired settlement requested is no further contact by the business, Road Runner Sports will honor that request.
Thank you
************************* Road Runner Sports
Customer response
09/13/2024
I replied back to Road Runner on 9/13 with the following response: I spoke with a customer service representative on September 8th and she canceled the membership. I thankfully was not charged for something I did not consent to. I filed the complaint because I was concerned that Road Runner attempted to charge 3 separate credit cards for charges I did not authorize. You did not have my consent to attempt charges on cards I used for in store purchases. Im concerned you are storing my credit card data for your own use without my consent.
Business response
09/16/2024
Road Runner Sports has made contact with the customer and as a resolution, promised to share their feedback regarding their experience. We are confident this action and partnership with the customer will lead to a satisfactory resolution of this complaint.
Thank you
**********************;
Road Runner Sports
Customer response
09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*****************************
Initial Complaint
09/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for a membership in October of 2023 with a renewal to my credit card. I did not receive a notification that I needed to update the card instead they auto charged to a card that o have never used for their file or authorized use other than a single transaction of purchase of goods. I called them today to cancel the membership and was informed that you store all cards that have ever been used which is something I never agreed to and is not even on file in my online account. The *** told me this is their practice for years and I said that is illegal because I was never informed of such policy nor do allow my personal debit cards to ever be stored or auto debited.
Business response
09/13/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on September 10th, 2024.
The customers ********************** has been canceled and a free year of membership has been implemented.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you
************************* Road Runner Sports
Customer response
09/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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