Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid $110.42 for a pair of ****** NMD_R1 Blk/Carbon/Wht. A pair means 2, however I only received one shoe. This is supposed to be a Christmas gift for my child. I spent too much time, 2 hours & 19 minutes on the phone with customer service yesterday & got no resolution. I dont want a refund, I want what I paid for, the missing left shoe! **************** gave me the number to the store in *********** that shipped it to me in *****. I was finally able to reach them this morning. They guy told me that they always assume both shoes are in the boxes. Assuming doesnt work. It would take minimal effort to make certain that the product is all together. **************** has gone to c*** I will NOT order from this place again. I want the left shoe & then to be done with this business.
Business response
12/23/2021
JD ************************************************************************************************************************************** ***************************** 78711
Daytime Phone: **************
E-mail: ****************
Ref:16382272
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 how your order was received. We understand how important your order is, especially this time of year. We see that you spoke with a ************* representative on 12/20/2021 who assisted you with order. A refund has been requested as well as a refund for your shipping. Once the item is returned with the free label that was sent to your email the refund process will begin. Please allow up to 14 business days for the refund to be processed due to the time of year.
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 **************** DepartmentCustomer response
12/23/2021
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,
***************************I have received several responses from different people from the company. The first person said she was refunding $138. Im Not accepting anything lower b/c that was the first offer.
Business response
12/24/2021
JD ************************************************************************************************************************************** ***************************** 78711
Daytime Phone: **************
Ref:16382272
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 are dissatisfied with our previous response. At the current time we are unable to confirm with the shipping location that the single shoe is in their possession. In order to proceed with either a refund or replacement, the incomplete that you have will need to be shipped back. If you are requesting an exception for the order to be released before the return of the order you have, we are setting the expectation that if the item does not show in *** possession within 48 business hours of the release JD Finish Line will charge you for the second pair of shoes.
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 **************** DepartmentInitial Complaint
12/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order # ********** On December 8, 2021 I made an order online with Finish Line for some **** Huaraches size **** for $129.00. I received the shoes on December 11, 2021. When I opened the package the shoes were too small, I looked at the size and they were a size 9. I immediately called to have a replacement sent out due to it being a Christmas gift for my husband. When I called not only was I on hold for 45 minutes waiting, I was informed that I was not able to receive any replacement until they received the shoes back to the warehouse. I asked if I returned them to a store or *** and they saw movement would they be able to send the order out right away. She said yes that she talked to her supervisor and he verified if he saw movement he would send it out and I would indeed receive the package before Christmas. I ended up asking to speak to a manager, and instead spoke to a supervisor and she apologized for the misunderstanding and said she was going to put in a replacement exception as long as I took the shoes to a *** the following day. She also credited me $20 off the original purchase and an extra $20 for a future purchase. She said I would have the new order number and tracking the next day sometime. I took the shoes on Thursday to a *** store and I called again and waited another hour on hold. I asked to speak to the same supervisor because I hadn' received any information about the new order or tracking. They said she wasn't working and that they would have her call me asap the following day. I waited and received no call the whole entire weekend. Today 12/20/2021 I called to speak to her. Was on hold another hour and was told that that supervisor was on the phone with someone and that the override was canceled and there was nothing they could do until they received the shoes back to the warehouse. I will not be repurchasing and one of the worst exp. everBusiness response
12/23/2021
JD ************************************************************************************************************************************************************************************************** Phone: **************
Ref:16382115
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 attempted to speak with you at **************. However, we were unable to reach you. We apologize that your order was incorrect. We show that your incorrect order was returned to JD Finish Line as of 12/21/2021. Your replacement order has been released. Once it has been given to *** you will receive an email with your *** tracking number. Once it has been scanned,it will ship with a 2 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 Line **************** DepartmentCustomer response
12/24/2021
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,
*****************************
I have received no call back from anybody, I even called a few times and waited on multiple 40-60min hold times. I wad also told my the supervisor she was taking $20.00 off of the order and I would receive it within 3-5 business days..I have yet to show any $20.00 refund on that purchase. I'd like that put through and taken care of like promised. When you depend on a company to come through during the holidays especially when it's their mistake. The least a company can do is compensate that person for the immense inconvenience it caused.That would of softened the situation. I've always purchased from finish line and so it was my first choice but you have helped me in deciding that it probably won't be in the future.Business response
12/28/2021
JD ************************************************************************************************************************************************************************************************** Phone: **************
Ref:16382115
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 delay in your refund. We confirm that your refund of $20.00 has been requested. Also, your $20 reward that was requested that day is available in your account. Again, understand that we fell short with your purchase. Thank you for your patience.
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 **************** DepartmentInitial Complaint
12/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
ordered sneakers the company had canceled the order and never refund my money back i called several times with no resolution.it was ****** dollarsBusiness response
12/17/2021
JD ******************************************************************************************************* ********
*******************************************
Daytime Phone: **************
E-mail: **********************
Ref:16367963
Dear Will ********,
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 order was declined. After reviewing, we show that JD Finish Line has released the funds. With you using a prepaid **** it can take up to 30 days for the funds to be returned to you as the customer by the card company.
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 **************** DepartmentInitial Complaint
12/15/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I place an order with finishline line on Nov. 30th. Order number #********** I did not get any shipping emails so a week or so later I checked the status of shipping and it said that it was delivered and I never received the boots. I contacted a rep and was told that I would receive a refund. I never received the refund.Business response
12/17/2021
JD ******************************************************************************************************************************************************************************************************* Phone: **************
E-mail: *******************
Ref:16366692
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 had to contact JD Finish Line regarding your refund. After reviewing the order, we show that your refund in the amount of $174.90 was released on 12/16/2021. Please allow 3-5 business days for the funds to be returned to Klarna. From there Klarna will refund you as the customer.
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 **************** DepartmenInitial Complaint
12/14/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered shoes on 11-27-2021 online paid. Havent received my shoes. Cant get anyone to assist. I have called and messaged. No help at all. Refund my money or send my shoes ASAP.Business response
12/17/2021
JD ************************************************************************************************************************************ Box 83 *************************************
Daytime Phone: **************
E-mail: ***************************
Ref:16366105
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 attempted to reach you at **************. We were unable to speak with you. However, we were able to leave a message for you. Regarding your order **********, we show that your order was picked up at your local **** facility on 12/16/2021. Was everything to your satisfaction?
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 **************** DepartmentInitial Complaint
12/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order on a pair of joggers that I really wanted and I was sent the wrong pair. The joggers werent even identical to one another. I called twice to have the joggers sent to me, but I was told that the merchandise had to be returned first, even though it was a finish line employee who made the mistake sending the INCORRECT pair from the beginning. The joggers that I purchased was meant to go with a hoodie that I also purchased. Never ordering ordering online again because their employees dont pay enough attention when sending out orders, and it becomes an inconvenience for the costumer. Also the pair of joggers were meant for a Christmas gift, so its even more of a inconvenience because whos to say I will have the correct pair before Christmas. Not happy at all.Business response
12/16/2021
JD *************************************************************************************************************************************************************************************************** Phone: **************
E-mail: ***********************
Ref:16365200
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 order arrived incorrectly. We understand how frustrating this situation is. We want to confirm that your return will arrive at JD Finish Line on 12/16/2021. Once the return of the item is completed, your order will be processed. When the new order is ready to ship out you will receive an email with your new tracking number. Your new order will ship out with a 2 Day Rush delivery. For the inconvenience, we have refunded the $7.00 shipping charge. It will take 3-5 business days for the refund to be processed back to AfterPay. AfterPay will refund you as the customer.
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 **************** DepartmentCustomer response
12/17/2021
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
12/14/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On December 13 at 2 AM I ordered an ****** set with rush shipping, which on Finishline website rush shipping is two business days. Finishline doesnt open until 9 AM but when my order was submitted it said that this first order wouldnt be here until the 16th. Therefore I woke up at 8 AM and called corporate and they put in a cancellation for the first order and then I re-ordered the ****** set and did it for Xpress shipping and I did this at 8:19 AM. When I called corporate again at 11 AM to make sure that my cancellation went through for the first order I was told no cancellation request was made and then another cancellation request was made at that moment. Today is now December 14th and I did not receive an email stating that my package was sent out. The package that I put for Xpress shipping and express shipping its one business day meaning that my package was supposed to arrive today or tomorrow. So I called corporate again at 9 oclock and I was told that my package has not been sent out. Corporate didnt called finish line and finish line stated that my package was sent out but I do not believe that is the case considering I didnt receive an email about my package being sent out and when I log into my Finishline account it still says processing. At this moment I am fed up with finish line and I do not appreciate being lied to. This package (********** ) is a gift therefore I want it delivered by the 15th in the morning. And for the first order I want to make sure that it was canceled (**********).Business response
12/16/2021
JD *********************************************************************************************************** ******
*************************************
Daytime Phone: **************
E-mail: *******************
Ref:16362802
Dear Taadesha ******,
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 were not satisfied with our service. In regards to your order, we show that order ********** was delivered on 12/15/2021. Was everything to your satisfaction? We understand that you werent given the correct information when it came to the canceling of your order **********. Cancellation requests are not guaranteed, they are just requests. The details are outlined in the FAQs on the JD Finish Line website. For order **********, the items have been shipped. Once received, you are able to ship the items back for a refund or they can be returned at your local store.
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 **************** DepartmentInitial Complaint
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered an item online and the wrong item was shipped to me. I called customer service to have the correct items shipped (express as I'm leaving town for the holidays) and they refused to ship a new item until they received the incorrect item back. My main complain is how I was treated and the lack of resolution. I was put on hole when asked to speak to a supervisor, after a 30 minute hold she came back on the line and said someone would call me back. I called again and spoke with a different rep who advised that I would need to call corporate and she gave me a bogus 800 number that gave me the run-around to purchase insurance, then ********* I called a third time and the agent gave me another number to corporate after refusing to ship the correct item, when I call corporate there is no option for complaints it just directs me back to customer service who then tells me to call corporate. I tried the online chat, that didn't work. I tried to submit an email directly to them and the email wouldn't go through. It's a shame that companies give consumers the run around in hopes to exhaust them so they will just go away. I wasn't asking for anything more than to just receive the product that I ordered and paid for and paid for shipping and to have the correct item on the date that I paid for it to arrive. The customer service unprofessionalism is shocking. I'll have to return the item and I'll never do business with finish line again. Obviously I can't get through to anyone who is willing to reimburse me for the item or the shipping and inconvenience that this has caused me. I understand mistakes happen but hire representatives that are capable of resolving problems. I probably wouldn't have logged this complaint if the representative didn't give me a fake number to corporate but that really crossed the line. The number I was provided is ************ in case someone with the company wants to dial it and feel the frustration.Business response
12/16/2021
JD ********************************************************************************************************************************************************************************************************** Phone: **************
E-mail: *******************
Ref:16344841
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 attempted to speak with you at **************. We were unable to reach you. We apologize that you received the wrong item. We understand how frustrating that is. In order to release the new order, we will need the item returned by mail with **** While we do understand that this mishap was of no fault of your own, your new order is unable to be released until the incorrect item is 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 Line **************** DepartmentCustomer response
12/16/2021
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
12/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Finish Line's STATUS Rewards program offers exclusive access to certain users; I was notified I had received exclusive access to purchase the Air ****** 11 Cool Grey. However, I am unable to redeem the reward (waste of **** points ~$200) as the store they gave me access at is nearly 450 miles from where I am currently located, and nearly 100 miles away from the other address on file. I had been told that the location is predetermined through shopping patterns and availability, but the store I was assigned is 7 hours away from me and is "unable to be changed". I was told I could cancel the access but then the representative later backtracked saying I could not. Apparently I am also excluded from the online early access because it is limited to one pair per person (which I cannot even get?). I would like to purchase the shoes but it seems as though they do not want me to.Business response
12/13/2021
JD ************************************************************************************************************************************ *************************************
Daytime Phone: **************
E-mail: **************************
Ref:16341373
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 attempted to reach you on 12/12/2021 at **************. We were unable to speak with you personally. We apologize that you were unable to secure your Early Access. At this current time, the Jordan ***** 11 Cool Grey is sold out.
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 **************** DepartmentInitial Complaint
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought some shoes from Finish Line (Order: #**********). I tried to return them at one of their locations and the staff didn't let me return them, (******************* ******* location). I called their customer service and they were really helpful and provided a return by mail authorization. (Return Reference# *********, RMA#R02040750). According to *** tracking the company received the shoes on October 25, 2021. I contacted them three weeks after that date asking for my refund, they said I needed to wait a couple more days. Today is December 6, 2021 and I haven't received my refund yet.Business response
12/09/2021
JD ************************************************************************************* 7, 2021
*********************************
**********************************
Ref:16336980
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 refund from order ********** did not process in a timely manner. Refunds of $53.71 and $7.00, for the shipping fee, were processed to AfterPay on 12/7/21. AfterPay may take 3-5 business days to reflect the refunds in your account. An email was sent on 12/7/21 to ********************** with this information for your records.
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
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.