ComplaintsforThe Finish Line, Inc.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/26/21 and 11/30/21 I placed orders with Finish Line the first order number is ********** and the second order number is *********. I reached out to the store on 12/1 because my order were all seperted the first order from the 11/26 there were only two items and the order from 11/30 there were 9 items in that order. I received the 1 item from order number ********** and 2 items from the second order that was placed several days after the first order. The second item in order number ********** came 12/02 via **** and not *** like promised. Now the second order I called the toll free number at ************ on 12/1 because I advised that i was calling in reference to order number ********* she states I assure that the items will be shipped she not sure why they all have different delivery dates. She rushed me off the phone. I had an item that should have arrived today 12/3 from this order men champion slipper size 10 and it did not. When tracking the package its says still waiting on the package. I called on 12/03 and spoke with a representative who advise the item was lost and she says that I can refund the item and I advised I did not ask for a refund and she says well i will put in for a replacement and I advise never recieved the tracking number for the 1st order and she says I ***** send to you and sent a return label. I then called back to make sure this girl did not cancel my order I spoke with a rep by the name of **** very ignorant and rude person acting like she did not want to be at work kept asking me for my name never ask for the order number> i advise it the name on the order she said you did not give me an order number so how would i know your name. But from previous experience of calling I know my information auto populates and from being in customer service. So i provided the order number she kept with the ignorance, i was speakaing to a co worker on my other phone and she jumped in being rude. I educated her on how a rep is suppose to act.

  

  Business response

  12/07/2021

  JD ************************************************************************************* 7, 2021
  
  *************************
  *********************************************************
                                                                                                                                     Ref:16328329
  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.
  On 12/7/21 you spoke with one of our ************* Engagement Specialists, ******** who escalated for shipment the two size ****, style CP101331 002 which are processing directly by the manufacturer.
  Also, replacement order X560374841 has been prepared for shipment on 12/7/21 under *** Rush tracking number 1Z6W0A520220089324. Once *** takes possession, the package should be delivered within two business days. 
  In addition, the calls will be pulled and reviewed for coaching opportunities with the ************* agents you spoke with. 
  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
  
  

  Customer response

  12/08/2021

  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. 

  Good Evening

  I just wanted to let you know that I spoke with ********, she sent me an email and think she was ***et that I contacted you. I advise via email that I file the compalint before corporate got invovled. I also have the same information that she provided to you in the response via the same email. When selecting that Order number to track the package however it is still saying the information as was provided previously with the old order number. When going online to Finish Line with the new order id number no expected delivery date is furnished nor visible. The attachment above is from *** website and that is the tracking info that was sent to me ******** and the same info on the web. Once that was placed in the system it is still saaying the same as before label created. Rhiana escalation supervisor me that she was staying on the phone with store while they prepare that package and get it ready to hand off to ***. Everybody promised to follow up within ***** hours I have yet to receive a phone call from them but I did receive an email that felt like ouch what did I do wrong and that the company was disappointed that I contacted the BBB.  As you can see the email and tracking info from *** this package was promised on the 3rd i never received it and then on the 5th, then the 6th, and after the 6th they removed any promised to deliver date. I never knew any packages were coming on the first I never received any tracking info and the two slippers size **** i was told that they are drop shipment and should have been here 2 weeks from 11/30/2021 and the tracking info updated within 5 days that they were going to contact the manufacture for an update. I have yet to hear anything. Because these are Xmas gifts neither of the 3 remaining items can not be cancelled when checking the website those will not arrive in time for Xmas. The shipping date keeps changing and the **** pair of slippers size 10 never made it to residence all items was placed in my garage and the *** driver who familiar with my residence always knocks on my door to let me know he either has a package for or he is leaving a package for me and went out immediately after he knocked. My packages were in the garage and I had my eldest son to pick them up and bring them in the house. The same day I had several boxes delivered via Amazon as well. Finish Line should have sent the order all together instead of 1 piece one day, two pieces the next day, and by me calling I received 4 items one day because each items was suppose to ship from **** until ***** well as you can see we are here.

  Regards,
  
  *************************

  
  

  

  Business response

  12/13/2021

  JD ************************************************************************************* 13, 2021
  
  *************************
  *********************************************************
                                                                                                                                     Ref:16328329
  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.
  Our records show that on 12/10/21 *** delivered the replacement for style CP101456 026 **** from order ********** under *** tracking number 1Z6W0A520220089324. An email was sent on 12/12/21 asking if you received the package. Please let us know if you have not. We show another email was sent on 12/13/21 regarding two items, style CP101331 002 ****, that were canceled due to inventory not being available along with the adjusted settlement amount with AfterPay of $200.22. Please allow AfterPay three to five business days to process any credits and or make any adjustments to your account. 
  We truly 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
  
  

  Customer response

  12/14/2021

  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

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pink soda sport sweat suit in store on 11/6/21 I wore it once and the aglets on the sweat pants and the hoodie came off I paid 130$ for this sweat suit there is no way this should have happened for how much I paid for this outfit so I went to the store 11/30/21 which is well under the ************************************************************************************************************************************************************* send pictures and they would either send me replacement items or give me my money back so I called the same day and the lady I spoke with told me there was nothing they could do they dont handle issues with instore purchases they only deal with online purchases which sounded completely ridiculous to me first off I bought from finish line it shouldnt matter whether I purchased in store or online your customer care your supposed to help find a solution not just push me off back to the store when I clearly told the lady the store told me to contact customer care I spend way too much money at finish line and Im very disappointed in the customer service I received! I would like either the items replaced with a new one or a refund

  

  Business response

  12/03/2021

  JD ************************************************************************************* 2, 2021
  
  *****************************
  **********************************************************
                                                                                                                                     Ref:16193912
  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 inconvenience caused by the return attempt made at one of our stores. An email was sent on 12/2/21 to ******************** requesting additional information regarding the merchandise and the purchase transaction. We look forward to hearing from you.  
  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
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of **** Space Hippie in-store to be shipped to my home. Once I received the shoe box, only one single of shoe was inside the box. I called to explain the issue and was told to send the shoe back to with the shipping label provided. I sent to shoes back but never received my refund after 1 month. I called customer service again and a check was sent in the amount of $119.00 not $130.00 that I paid for the shoes. I have called every month since June 2021 about the issue to have a check sent out to correct the issue, but I still do not have a resolution. This is the 4th time I have contacted Finish Line, but have not received my full refund. I still have not received the check for my refund after waiting over 4 months. You keep sending the same generic email saying you will place the check in the mail, but I never received the check. This company has the one of the worst customer service, that I have every experienced. I do not understand why the company will not refund my $20 due to me that is rightfully due. Also, your customer care should check with the customer to verify if I actually received my refund.

  

  Business response

  12/02/2021

  JD ************************************************************************************* 1, 2021
  
  *************************
  ********************* 199
  *************, ** 31088
                                                                                                                                     Ref:16189103
  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 a single shoe was sent and for the inconvenience caused. Regarding the refund, our records show check #****** for $20 was cashed on 7/7/2021 and check # ****** for $119.10 was cashed on 8/12/21. An email was sent to ********************* on 12/1/2021 to confirm this information. We look forward to hearing from you.  
  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
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #**********, was to be a pair of large men **** pants 11/7/2021 ,but I got shipped a **** sweater delivered that I already gotten previous from finished line I had already purchased three of them , I was told that wrong item needed to be returned, the neastest finishline store to my home is 40mins and the nearest *** store (where I was told can also return was over 30miles away ) before they could reship order , wasn't happy with the news because I live so far ,but I choose to return the pants to the store at the mall , I called finishline customer service and they adviced me they do have pants and will ship my pants on 11/25/2021,I didn't get my pants so i called the finishline customer service 11/28/2021 spoke with rep ***** ID#****** said they have order will ship to me in 4-6 days ,asked for manager was told no.I then called back talked to manager Evengie #C003751-supervisor ,sd ordered was canceled because system did it , she then called store on 3way call they don't have auth to see account advised she doesn't have my permission (when you call store they have many customers in front of them, thats why!!!! & needs to verify in system instead of giving unauth access to my account asked for her manager ******* ext#**** wouldn't give id number sd would look into this and call back advised doesn't have my authorization to give unauthorized parted my account information to verify after call back ******* then said she verified I got a $65.oo refund that day, advised that was for another transaction a made more then one but this transaction wasn't no refund because I was suppost to get correct item instead said she didn't feel good just getting over covid, then asked for her supervisor have her manager ****** Ext#**** call me about my order I paid for and never got and they don't plan on sending .

  

  Business response

  12/03/2021

  JD ****************************************************************************************************************************************************************************** Phone: **************
                                                                                                                                    Ref:16185189 
  
  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 your recent experience with JD Finish Line. After further review, order ********** has been refunded in the amount of a $65.00 gift card. While we understand that you feel that there is a discrepancy, we have checked our records to confirm this. If you still feel that there is an error, please provide us with order or transaction information that corresponds to the gift card that you received. With the resolution of order ********** resulting in a refund by gift card, JD Finish Line will not be releasing a replacement for this order. 
  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
  
  

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