ComplaintsforRoad Runner Sports Inc

Sporting Goods Retail

Multi Location Business

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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,

*****************************
Initial Complaint
09/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Roadrunner sports (rrs) has my debit card associated to someone elses account and have been utilizing to automatically pay for an annual membership. Most recently a charge of $49.99 on 09/05/2024. Today rrs customer service could not find an account under my name, phone number or email address but when I gave them my debit card number they found an account/********************** associated to someone else. **************** agent also disclosed that there was a charge in 2023 of the same value.The larger isssue is that in 2019 I was issued multiple refunds for the exact same reason. My debit card was being used to fund someone elses account/************************ maintain that I have not signed up for any memberships. I have only shipped at the store once. I take issue with my debit card information being retained and used without my authorization. I would like this to stop.
Business response
09/12/2024
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 *********.
The customer has received two refunds and a documented explanation of actions taken to resolve the issue presented.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.

Thank you,
*************************
Road Runner Sports
Customer response
09/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I will wait for the business to provide proof that my banking information has been removed from their systems, and that no further charges will occur. If it does, I will consider this complaint resolved.

Regards,

***********************
Initial Complaint
09/02/2024
Complaint Type:
Product 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'm attempting to cancel my membership on their website and it won't process. Every time I click the "cancel membership" button it doesn't process. They are not responding over phone, so I'm essentially stuck with a membership that they pushed on me in store saying I'd be able to "quit any time". I joined their VIP membership 09/24/23 and my renewal date is approaching.
Business response
09/05/2024
Thank you for an opportunity to respond to this dispute. I can confirm that the customer did successfully cancel **********************. We have also made contact with the customer to share that the ********************** will not renew, as requested.

Thank you
************************* / Road Runner Sports
Initial Complaint
08/25/2024
Complaint Type:
Service or Repair 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 is charging me for a VIP membership; and they are processing it as a recurring charge. However, as noted in the screenshot of my account page, I am not enrolled in their VIP program. I have attempted to contact them regarding a cancellation several times, and have been unable to speak to a representative. I requested a callback, and no one contacted me. I do not want the membership and there is no clear way to cancel the membership (if you must call and speak to a representative when there is no one answering calls, how can you legitimately cancel). I want this charge removed and I definitely want whatever pseudo-membership canceled permanently.
Business response
08/29/2024
Thank you for the opportunity to respond to this dispute. After researching, records show the customer has reached out to **********************, and we have processed the customer's request of cancelling and refunding the membership.
We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
************************* / Road Runner Sports
Initial Complaint
08/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a pair of shoes from the Road Runner Sports ***************** store about one year ago. About 3 weeks ago I received an email that my "VIP membership" was going to automatically renew and be charged to my credit card. I managed to speak with a representative on the phone and told them to cancel my membership (if I even have one), cancel my account, and never to contact me again. The representative told me she would. Now today, I received the same email again, stating that my credit card would be charged to renew my "VIP membership." I alerted my credit union that there would be a fraudulent charge on my credit card but they can't do anything until the $49.99 charge is made.
Business response
08/29/2024
Thank you for the opportunity to respond to this dispute. Records show that the customer and ********************** have made contact and as the customer requested, the ********************** enrollment has been ended. We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
**********************; / Road Runner Sports
Customer response
08/29/2024

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
08/22/2024
Complaint Type:
Service or Repair 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.
This company attached to ****** and took $49.99 annually for no service.
Business response
08/26/2024
Thank you for an opportunity to respond to this dispute. Records show that Road Runner Sports has communicated with the customer on 8/22/24 and 8/26/24, and as requested by the customer, cancelled and refunded ********************** fees.
We are confident this action along with explanation will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner Sports
Initial Complaint
08/13/2024
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 is attempting a transaction with my credit cards without authorization, approval, or consent, causing one of my credit card providers to declare the transaction fraudulent and my card void. Now I have to wait for a new card. Then, hours later, the company charged the same transaction without my authorization or permission to my other credit card. I have been waiting to talk with a Road Runner Customer representative for over an hour (still waiting). Now forcing me to call the other credit card company to inform them that I did not authorize this transaction. Based on the long history of customers reporting the same issue, this company needs to be labeled as a scam and an announcement made to future customers entering their shops (e.g., *********, ** location).Road Runner better not impact my credit score with their own scam!I have recorded all evidence and will provide to proper authorities when requested.
Business response
08/14/2024
Road Runner Sports has made contact with the customer to address their concern. As requested, the membership has been cancelled and refunded, the customer will not receive any additional charges. An explanation was provided on how the membership is enrolled, how the renewal is communicated and how the customer's feedback will be used for internal process improvements.
We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner Sports
Initial Complaint
07/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Road Runner Sports charged me a membership fee without my consent.
Business response
08/01/2024
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 July 31st, 2024.
The customers ********************** has been canceled and a refund has been issued.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner Sports
Customer response
08/01/2024
Hi ****,
How will I be compensated for the time I spent in communication to get my refund?
Have you deleted my credit card information from your system? Why did you save it in the first place?
I see so many of the same complaints on this website and other forums where customers are charged ********************** fees without consent - what are you doing to address these complaints?
Business response
08/07/2024
Road Runner Sports has made contact with the customer and supplied an additional resolution offer of refund and information of how to request deletion of data. We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
Road Runner Sports
Customer response
08/07/2024

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
07/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/21/2024, at Road Runner Sports, ***********************************, I returned Asics sneakers and Asics custom insole *** cushions and purchased Hoka ******* 9 sneakers and Hoka custom insole *** ******** Another employee assisted the trainee with the transaction. Later, I noticed that I was not refunded $89.99 for the Asics custom insole *** cushions. On 7/21/2024 at 3:57PM, I called an spoke to ******** explaining the aforementioned and told him my receipt was still in the store. He said he would look into it before the end of the day. When he failed to do so, I called on 7/22/2024 at 11:32AM, and asked to speak to the manager, ***** (not his real name) claimed to be the manager. I reiterated the aforementioned, he said "No problem", asked for my name and credit card number/expiration date, "performed the refund", said it was completed. Immediately after providing him with that information I asked him to repeat the information and he said "it went through and the information is gone". A few hours later, I reviewed my checking account for the nonexistent refund. I reviewed my checking account several times since 7/22/2024 thru 7/24/2024 (today) and still no refund. I called RRS this morning 7/24/2024 at 10:11 AM again requesting to speak to the manager. An employee handed the phone to *****. I told him that I had not been refunded. I reiterated the above and mentioned that we spoke on 7/22/2024 11:32AM. He said that was not him. I told him that he has two dishonest employees. He disagreed about having two dishonest employees and never bothered to apologize for the mismanagement, lies, dishonest employees, inconveniencing me, wear and tear on my car, round trip gas and my time to return. ***** said "refunds are not done on the phone", "I would have to return to the store for that to happen". I am very concerned about the dishonest employee who used ******* name and now has my credit card number and expiration date. I want my $89.99 refund.
Business response
07/31/2024
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 July 31st, 2024.
The customers future ********************** renewal has been canceled.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.

Thank you,
*************************
Road Runner Sports
Customer response
07/31/2024

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
07/16/2024
Complaint Type:
Product 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 was charged $99.99 for a membership I did not enroll in. I would like to be reimbursed.
Business response
07/23/2024
Thank you for an opportunity to respond to this complaint.
In effort to resolve this dispute, Road Runner Sports has researched the information the customer has provided and been unsuccessful in locating the customer's record in our database. We have also attempted to contact the customer to obtain alternate search information by phone and email, but have not been able to reach the customer. ********************** would like to resolve this dispute, but we kindly ask for the customer to assist by providing some or all of the following information, supplied at purchase, to help locate a record: Full Name (if nickname was provided), the customer account number, a recent order number, an alternate email address, an alternate phone number, a copy of sales receipt or invoice. Once Road Runner Sports obtains this alternate information, a successful search is likely, and resolution can be made.
Thank you for your partnership.
*************************
Road Runner Sports

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