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Complaint Details
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Initial Complaint
11/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed my initial order with finish line on 9/12, I received the order the next day 9/13, which was great, however the sneakers were defective with stains on them. I contacted customer service requesting a ***lacement the same day. I was sent a return label via email & was told a ***lacement would be sent out within 4-6 business days via *** ex 2 day shipping once the return was received. I promptly returned the shoes via Fed ex on 9/14. They were delivered back to finish line on 9/18 & I received confirmation via email. The issues began from that point on. After a couple follow up calls with customer service & being told a ***lacement would be sent out in 5-7 business days I patiently waited. More time had passed & I reached out again to the customer service team, but on this occasion to my surprise I was told the ***lacement order was canceled which was never communicated at any point & neither was an automatic refund processed. This was after a couple weeks of waiting. I had to request a refund at that time. The payment was made in two forms, $100 on a finish line gift card and $29 on my debit card. I was advised my request would be forwarded & I would receive a refund via the same forms. Several days had gone by with no refund. I was extremely frustrated and reached out via their chat group. I spoke with a *** who indicated she was able to see the issues I had been having & would be escalating the refund request. She also committed to a follow up call in a week. I had heard this once before & never received a call back from a Supervisor so I was elated when I actually received that call back. She assured me they were processing my gift card refund & would receive it 5-7 days. That took 2 more weeks but I finally received the $100 gift card. I decided to use the gift card, but was unable to because it was invalid. I reached out 3 more times & continue to receive the same 5-7 business day ***ly with no resolution 2 months later. Any help is truly appreciated.
Business response
11/08/2024
JD Finish Line
*********************
************, IN 46235
November 8, 2024
********* *****
*******; 33594
Daytime Phone: **************
E-mail: *********************************
Ref: 22523633
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 the issues you are experiencing with your gift card from order **********. We understand the importance of this matter and are dedicated to providing a resolution. Our records show that there was an error when activating your gift card. A request has been sent to the ****************** to cancel the current card and issue a new one electronically. Please allow 3 business days for processing and an additional 24 hours to receive the gift card to your email. This will be sent to the email address *********************************.
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 ********************* DepartmentCustomer response
11/13/2024
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
11/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
DATE OF TRANSACTION: 10/30/2024 ORDER #: ********** ISSUE: RETURN RETURN ITEM: Women's Pink Soda Sport Relox Cargo Pants/ COLOR GRAY/ SIZE L ITEM PRICE: $20.00 + tax QTY: 1 DESCRIPTION: The pants came in the box unpackaged AND with no tag attached. Still tried them on to see the fit but it was too big. Attempted to process the return directly to the store (**************, ******, **). The store manager refused to accept the item as it did not have TAG. I explained the item came unpackaged and without tag originally. She still refused to accept the return. I feel that I bought unreturnable item and I don't know what to do with it as it is not my fault the item does not have official tag. I need to return this and get my $ back.Business response
11/05/2024
JD Finish Line
**************************;
************, IN 46235
November 5, 2024
***** ***
GA 30236
Daytime Phone: **************
E-mail: *****************************
Ref: 22506130
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
Dear ***** ***, I'm *****, your JD Finish ************* Care Engagement Specialist. I am reaching out via email concerning the Better Business Bureau complaint filed for the return of Women's Pink Soda Sport Relox Cargo Pants from order **********. I apologize that the JD Finish Line store would not accept your return due to the product not having the tags on it of which you stated was not delivered with the tags on them and was just thrown in the box. After contacting you by phone and discussing your return options you decided to return your product by mail using the Return by Mail self-service return portal. Once the product PSW11835 361 size Large is received and reviewed with ***** tracking ************, the refund will be processed.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ************* Service DepartmentInitial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an online order back on September *******. I received the wrong item on September *******. I contacted the customer service line thinking I should be able to get my correct shoe within a couple days. Well now it's a month later and I have paid my money and still no shoe. I have contacted customer service a couple times and the most recent contact was with a representative named *** who stated to me that he sees no movement on my shoe. This was on October *******. I called again on October ******* and spoke with a representative who said she was escalating this to a manager, well this should've been done in the beginning. As a customer they should have expedited the shoe I ordered in a timely manner instead of punishing me as the customer. I still have no resolve but this is unacceptable. The representative said hopefully, I should receive my shoe in 1-2 business days which will put me at Friday October *******.Business response
10/24/2024
JD Finish Line
**************************;
************, IN 46235
October 23, 2024
****** *******
*****************
*********, *******; 76016
Daytime Phone: **************
E-mail: *********************
Ref:22459877
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We are sorry for the inconvenience caused by orders ********** and X587118936. On October 23, 2024, we attempted to reach out at the provided phone number, ************** and left a voicemail. An email was also sent to ********************* providing the tracking number for the shipment.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* DepartmentInitial Complaint
10/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My account hasnt received any status exclusive access since 2023. Please update the account abd send the notifications.Business response
10/21/2024
JD Finish Line
*********************
************, IN 46235
October 21, 2024
**** *********
*******; 40014
Daytime Phone: **************
E-mail: ******************************
Ref: 22447975
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 Exclusive Access on your Status account ********. Please know that each Exclusive Access launch is granted to various select Status members, and is not guaranteed for every event. You can improve your Status by updating your profile, shopping either online or at your local JD or Finish Line stores, and engaging with our content. This will enhance your Status, giving you greater chances of receiving Exclusive Access.
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 ********************* DepartmentInitial Complaint
10/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Company Name: Finish Line/JD Order Number: ********** ***** Claim Number: ************ Issue Description:On October 1, 2024, I ordered a 4 pair of sneakers from Finish Line, with an expected delivery date of October 4, 2024. Upon returning home to retrieve the package, it was not at my location. After checking with neighbors and contacting Finish Line customer service, I was informed that I could either receive a refund or a replacement shipment.I initially requested a replacement; however, the representative could not confirm a delivery date before my upcoming trip. He then assured me that a refund would be processed, which I received confirmation for via email. Subsequently, I received another email stating that I was not eligible for a refund, which was confusing.After further communication with Finish Line, I was told that ***** confirmed delivery at the correct address and was instructed to file a claim with them. I provided Finish Line with the ***** claim number, but they still did not issue a refund.I am seeking the Better Business Bureau's assistance in facilitating a resolution. I would like either a full refund or a replacement shipment for the sneakers, as I did not receive the items I paid for. My experience has been frustrating and inconsistent, and I would prefer to resolve this matter amicably. However, if necessary, I am prepared to involve legal assistance.Thank you for your attention to this matter.Sincerely,****** ********Business response
10/21/2024
JD Finish Line
**************************;
************, IN 46235
October 21, 2024
****** ********
******************************************************; 14215
Daytime Phone: **************
E-mail: *************************************
Ref: 22447098
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the JD Finish Line Order Number: ********** with the ***** tracking number ************. After looking at the claim notes, it has been determined that JD FL cannot approve any refund or replacement requests for orders not received that state "Delivered". This decision is a result of our third-party verification system. For future deliveries, we recommend that you contact the carrier to arrange a pickup location for your future purchases to ensure successful deliveries.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* DepartmentCustomer response
10/22/2024
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.]hello, I have reviewed the response from JD for this line while I do appreciate them getting back to me in the timely fashion. I do not accept the response due to the fact that the original customer service representative stated that I will be receiving a full refund., Like I stated, I initially asked to Have my shipment reset but due to time restraint, he told me that he would just issue a full refund. It is not my fault that I do not receive those items and I have been a long time customer of ********************** line. I am seeking help to rectify the situation asap.
Regards,
****** ********Business response
10/22/2024
****** ********
********************
*******, *******; 14215
Daytime Phone: **************
E-mail: *************************************
Ref: 22447098
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the JD Finish Line Order Number: ********** with the ***** tracking number ************. After looking at the claim notes, I'm sorry, but JD Finish Line cannot approve the refund claim request due to multiple claims of non receipt of packages at this billing location. You can contact the carrier to discuss options for future deliveries. For instance, you can request to have your future packages held by the carrier or choose to have them shipped to a pickup location near your location.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* DepartmentCustomer response
10/23/2024
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 appreciate JD finish line for getting back to me while I understand that previously there may have been Challenges with deliveries in the past at the at that address that has nothing to do with me, I have only been residing here for less than a year And each time I order something I always get my packages. This is the first time this has happened and it is very frustrating. Furthermore, I was told that I would be getting a refund. I have th phone call that was recorded with the customer service representative and not only that they sent me an email stating that I will be receiving a refund. I dont care to receive a refund, I just want my order and if I cannot get my order, I would like a refund. Last week someone from Finishline told me to reach out to ***** and once I was done working with ***** if they did not locate my package that I can call back and then I will be issued a refund. I have done just that and still am getting the runaround. All I asked is for a refund or replacement.
Regards,
****** ********Business response
10/26/2024
JD Finish Line
**************************;
************, IN 46235
October 26, 2024
****** ********
******************************************************; 14215
Daytime Phone: **************
E-mail: *************************************
Ref: 22447098
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the JD Finish Line Order Number: ********** with the ***** tracking number ************. After looking at the claim notes, I'm sorry, but JD Finish Line cannot approve the refund claim request. You can contact the carrier to discuss options for future deliveries. For instance, you can request to have your future packages held by the carrier or choose to have them shipped to a pickup location near your location.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* DepartmentCustomer response
10/28/2024
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.]
hello,Every time I respond they are replying with the same message, I just want a refund, at this point Im ready to go public about this situation and explore other options, even legal options to get a refund.
Regards,
****** ********Initial Complaint
10/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased sneakers on 8/24/24 that were delivered on 9/3 - but were not the right color or size that I ordered. I contacted the business and was given a return label -for which I sent the shoes back for the correct ones immediately. They were received back on 9/19. To date, I have not received a refund for the shoes (only the expedited shipping cost) OR the actual shoes that were originally ordered. It is pushing 2 months since the first transaction and this is unaaceptable.Business response
10/21/2024
JD Finish Line
*********************
************, IN 46235
October 21, 2024
***** *******
************************************************; 03785
Daytime Phone: **************
E-mail: ***************************************
Ref: 22440437
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 did not receive a replacement for your order **********. We value you as a customer and want to make this right. Your replacement order X586848927 has been released as of October 21, 2024. Please allow 24 to 48 hours for order processing. Once processed, it will be shipped with 2 to 3 business day ***** Rush delivery.
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 ********************* DepartmentInitial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
For my order **********, I returned the 2 pairs of air ****** 5 retro shoes with the return label provided by Finishline (tracking: ************). It is delivered more than a month ago on Sept 11th, but I still didnt receive my refund.The agent claimed that their warehouse didnt receive my return package. However, on ***** tracking package, there is proof of delivery to their warehouse. Then the agent said the weight of the package doesnt match the products, but upon them checking the weight of the package is 9lb which matches the 2 pairs of shoes. Then the agent went ahead and submitted another refund request for me, but no answer since. They again said they cant refund me despite ***** proof of delivery and package weight. If finishline is the one providing the return label, you should be responsible for the package. Customers are putting trust on you by using the return label you provided. Now I am without my money nor the shoes. I need my refund back.Business response
10/18/2024
JD Finish Line
**************************;
************, IN 46235
October 17, 2024
** ****
CA 90304
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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email concerning the Better Business Bureau complaint filed for the refund of the return of two pairs of Air ****** 5 Retro shoes from order number ********** with the ***** return shipping label ************ provided by Finishline. It was found that according to the weight of the package, 8.9 lbs / 4.04 kgs per the tracking ************ was not consistent with two pairs of shoes and the shoes were not received by JD Finish Line.
In a review of your last email to JD Finish ****************** on October 16, 2024, you stated... "I just went to the ***** store. They actually have my returned package there at the store. They are saying there may be some issue with the tracking that is why it was returned without notice. It has been there for days but no one notified me. Since I dont think this is my mistake but fedexs trackings issue." "I still wanna return the shoes. Could you please provide me with another return label for the 2 pairs of shoes".
The ***** return shipping label was sent to your email address with tracking number ************ on 10/16/24.
You can return them to a store for review since they are outside of the 45-day return policy. If approved, the store can contact customer care to process the refund. The closest location to your shipping address in ********** is The ************************************, *************************************************. The Store's contact number is **************.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.Sincerely,
JD Finish ********************* Department
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/29/24, I began a return for two pairs of shoes, as neither of the shoes fit. I placed both items in the same box that they were shipped in from the company, and completed the return online. I printed the label at home, placed it on the box with both pairs of shoes inside of the box, and dropped it off at my local ***** drop off site. I received an email stating Finish Line received my return on 9/3/24 showing both items. I then received a refund for one pair of shoes for $58.99, but did not receive the rest of my refund for $96.52. I called to inquire about this, and was told that they only received one pair of shoes. I was shocked, as I placed both pairs of shoes in the box and also have a receipt from ***** showing the weight of the package that I dropped off and that Finish Line received. Despite me providing the receipt from ***** as proof that I returned both items due to the weight of the package, my request for a refund for the other pair of shoes is still being denied. I believe this is incredibly unfair, as I did nothing wrong in the return process. I would like the rest of my refund, and at this point, I have made numerous calls to customer service with no help/resolution despite providing receipts.Business response
10/17/2024
JD Finish Line
*********************
************, IN 46235
October 17, 2024
***** ******
OH 43725
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 received a partial refund for your order **********. Our records indicate that the Big ********** Dunk Low Casual Shoes were not returned with the tracking number ************. If you have already initiated the return process for this item, please provide us with the return tracking number. This will help us to release the remaining amount for the refund. At this time, we are unable to process a refund for this item as it has not been returned.
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 ********************* Department
Initial Complaint
10/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am filing a complaint against Finish Line regarding a highly unsatisfactory shopping experience.On 09/19/2024, I ordered a pair of shoes that arrived in poor conditionseemingly worn and improperly packaged, with no tissue paper inside the box. I returned the shoes to ***** for pickup, as they had an issue with the order. However, due to complicationspossibly related to a hurricanethe package was sent back to me instead of being processed. I sent the shoes back to ***** again for delivery to Finish Line's facility in ************. Despite this, I have yet to receive my refund. Finish Line has also blocked my phone number, making communication impossible. They indicated a 5-day processing time for returns, but this delay feels excessive. It seems as though Finish Line is being spiteful in handling this situation, as they have possession of the package but have not processed my refund. This experience has been incredibly frustrating, and I am seeking assistance in resolving this matter and obtaining my refund.Thank you for your attention to this issue.Business response
10/09/2024
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
October 9, 2024
Laquilla Jennings
730 Mosby St
Richmond, VA 23223
Daytime Phone: (804) 839-2664
E-mail: Laquillaj.lj@gmail.com
Ref: 22390580
Dear Laquilla Jennings,
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 Customer Service, and our efforts remain focused on providing our customers with quality service.
We apologize you did not receive a refund upon the return of your order 5073000467. As a valued customer, we want to make this right. A refund of $121.90 was released as of October 8, 2024. Please allow 3 to 5 business days to receive the credit to your Visa account.
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 Customer Service DepartmentInitial Complaint
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pair of Jordans back in December, ordered a pair for myself & ordered a pair for my boyfriend. Package arrived, I just opened the box, gave my boyfriend his pair & put my pair in the closet. Which is a problem that I have, along with being a sneakerhead. Sofast forward to last week 09/21 when I FINALLY decided to wear my Jordans because I was going to NYCimagine my surprise when I opened my box & these Jordans have been worn! Not only worn, but worn out & stretched out! I contacted the company after reading about the policy online to see if anything can be done, they referred me to ****, **** Will not accept sneakers on complaints of being worn. So Im in a pickle. I have NEVER worn these sneakers, IF I did they would NEVER look as worn as this! This was the only time I ever ordered from Finish ******** will never order from Finish Line again. I have sneakers that are 5, 6 years old & DO NOT look like this pair! I just dont understand! Did the person packing my order see that it was the same sneaker & trade them?! Because they are stretched & USED beyond what I would EVER do to my kicks! And I own many many sneakers that I order from ****.Business response
10/07/2024
JD Finish Line
3308 N Mitthoeffer Rd
Indianapolis, IN 46235
October 7, 2024
Kimberly Rivera
2017 Corbin Ave Apt 6
New Britain, CT 06053
Daytime Phone: (860) 818-3163
E-mail: karamelcity2001@hotmail.com
Ref: 22383015
Dear Kimberly Rivera,
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 Customer Service, and our efforts remain focused on providing our customers with quality service.
We apologize you received a product on your order 9403459734 that does not meet JD Finish Line standards. As a valued customer, we want to ensure that we make things right. Normally, we are unable to refund or replace a purchase that is past the 45-fay return window. However, you may return by mail for further inspection to determine if a refund is possible. An email has been sent to karamelcity2001@hotmail.com with further instructions.
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 Customer Service Department
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