Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into the store in ***** the Saturday before Christmas to purchase shoes. They didnt have the pair I wanted in store but said it would be easy to order them online and have them shipped to me. I paid for them with a gift card I had received from returning a pair with the 90 day guarantee. Fine print, you dont get your money back but a gift card. I received nothing about my shoes shipping so around 1/3 or 1/4 I called customer service to get status. I was told they are on back order and would ship by the next day. But instead the next day I received a notice that they would be delayed until 1/9. Then on 1/8 I got a notice they were delayed until 1/16, then on 1/15 I got a notice they would be delayed until 1/23, then 1/30, then 2/6. I called on 1/29 and was upset. I was told they have not received their stock from the company and were waiting. But dont worry you wont be charged. But I had paid in full. My only option was to cancel the order. But I dont have the original gift card. I needed shoes by 2/8. So when I received the notice of 2/6 I knew I wasnt going to get them so I called again. I was told if I needed shoes soon I would have to buy a pair and then cancel the order and get a gift card back. So now I was expected to buy 2 pairs to get a pair of shoes. I cancelled the order and was told 24 hours for a refund. Then I contacted customer service via email and they said a refund would be 3 to 5 business days. Now business day 5 has ended and I still have no gift card and no shoes. At this point I want my money back and would rather not be forced to buy another pair of shoes from them.

  Business response

  02/10/2025

  Thank you for the opportunity to respond to this dispute. We apologize for any incovenience caused to the customer.  As of 2/5/25, Road ********************** has issued a refund in the amount of $117.81.  Additionally, Road Runner Sports has provided the customer a replaced order of the missing item at no cost.  We are confident this action will lead to a satisfactory resolution of this dispute.  

  Thank you
  **** Rothwell 
  Road Runner Sports

  Customer response

  02/10/2025

  
  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 have received both the refund and shoes. 
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a scarf from Road Runner on 1/25/23 and returned it on 1/26/23. That is the only purchase I have ever made with Road Runner. I received a credit card alert from my credit union on 1/12/25 for $69.99 for purchase at Road Runner that I never made. I thought that someone stole my credit card information and I had to go through inconvenience of having card discontinued and wait 10 days for a new card. It turns out that Road Runner also charged me this $69.99 for prior year on 1/23/24. This is definitely a scam because I never gave authorization for any type of subscription or rewards program. Road Runner charged me twice the exorbitant amount of $69.99 when I never signed up for anything. I am requesting a full refund for these two charges of $139.98.

  Business response

  02/03/2025

  Thank you for an opportunity to respond to this dispute.  The customer was indeed charged for a renewal year for the VIP rewards program on Jan 11, 2025.  This is not a fradulent charge, it is valid as it accompanied an optional enrollment.  The customer made a purchase on Jan 25, 2023 while making a purchase in the Road Runner Sports store in ***************, ***  At the time of checkout, the customer was presented an opportunity to join the VIP Rewards Membership, which provides the customer with discounts, an expanded return policy and earned Rewards Cash.  The customer must complete enrollment by clicking an opt in box and digital signature on the card reader terminal.  The customer was provided a detailed sales receipt that specifies enrollment of the VIP rewards membership, as well as details of the automatic renewal and steps to cancel.  To date, the customer was charged ***** on 1/**/** and ***** on 1/11/25, and the customer's account has accumulated ***** in earned Rewards Cash.  Road Runner Sports sent several communications to the customer's email address provided that detail the enrollment, the earned Rewards Cash, reminders of the upcoming renewal charges and confirmation of successful renewals. The customer has not made any additional purchases nor redeemed any of the Rewards Cash earned.  To rectify this dispute, Road Runner Sports has cancelled the membership, and refunded the 2 renewal charges of ***** each. Those refunds have been submitted and subject to their banking procedures, please allow 1-3 business days to post to the customer's method of payment.  We apologize if the customer did not remember making this enrollment and we are confident this explanation and action will lead to a satisfactory resolution of this dispute.  

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

  Road Runner Sports

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Exchanged purchased shoes in store, and ordered a new pair of shoes. The order was never placed on the account. I called that night to ask why, I was told to call back monday and be patient. I called monday to the customer service number, and they told me to wait one more day and call. On tuesday I called multiple times about my order, and finally found out there was a "glitch" with my order transfering from the store to their online system, but they were working on it. Called back to check Wednesday and was told the same thing. I asked to speak to a manager and was hung up on. I called again, and was transferred to a voice mail. Finally spoke to a manager, who assured me she was working on it, and told me another manager would contact me the next day. Called the next day when I did not receive a call, and was told their system was down. Tried calling an hour later and spent 1 hour on hold, then they were closed. Called back today (friday) four times. The first time, i was put on hold when I asked for a manager then hung up on. The second time I was transferred to a voicemail. I then called the store location I ordered the shoes from and they called customer care. The store manager later called me back and said that they were going to cancel my order. I called the customer care number again, and was told I had to wait "72 hours" to hear back from someone and she would not be giving me a status update. I still do not have the item I paid for, and have no clue what is happening with it.

  Business response

  01/27/2025

  Thank you for the opportunity to respond.  Records show that a Supervisor was able to connect with the customer, confirm that the correct order was submitted to the customer's satisfaction.  We are confident this action will lead to a satisfactory resolution of this dispute. 

  **** ********
  Road Runner Sports

• Initial Complaint

  01/12/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a physical gift card through Road Runner's site (which unknowingly redirected me to a third party company's website who I've now learned to be a fraudulent called Buyatab - see BBB reviews). I did not receive said gift card or confirmation email for purchase and much of my time has been wasted talking with Road Runner and Buyatab representatives.I am submitting this complaint because Road Runner claims to not have a record of this transaction (despite transaction having been conducted by them - see attached email chain with screenshot) and therefore they were unwilling/ claim to be unable to arbitrate on THEIR customer's behalf with THEIR gift card vendor to follow through with the service they agreed to provide to their customer with the transaction. This is extremely disingenuous to their customers. In this day and age, how does a company not have record of a transaction? Surely Road Runner would have record so that they can validate/provide the commission fee to Buyatab for the service rendered (again transaction was conducted through Road Runner).All of this is suspicious and suggests to me they could potentially be running a joint scam with Buyatab (who is clearly fraudulent). As you can see in attached email chain, I've requested to speak to someone in management regarding their gift card process, business practices, and an explanation as to how a seemingly reputable company such as theirs could be partnered with a third party gift card provider who is clearly fraudulent. I have not received a call or official response from Road Runner (aside from boiler plate customer service responses).WIth this complaint I also intend to warn future customers from patronizing their business and in general, the potential danger of purchasing gift cards though third party vendors. Thank you

  Business response

  01/15/2025

  Thank you for the opportunity to respond to this dispute.  The original gift card order, which is outsourced a reputable third party, contained a typo on the email address, which is why both the customer and ********************** had difficulty in researching.  After discovering this issue, and in collaboration with the customer, we were able to replace the gift card in the original purchase amount and arranged to send the customer an electronic gift card by email.  We are sorry for the inconvenience, and are confident this action will lead to a satisfactory resolution of this dispute.  

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

  Road Runner Sports

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Road Runner Sports Inc. has enrolled me in an auto-renewal membership program without my consent or knowledge. When I try to cancel or ask for a refund, they refuse and hang up on me. Online account management portal does not function, leaving me no options. Am trying to work with the credit card company to stop these fraudulent recurring charges.

  Business response

  01/10/2025

  Road Runner Sports has issued a refund per the customer's request.  We have sent the customer an email confirming this action, but has not heard back from the customer.  We are confident this action will lead to a satisfactory resolution of this dispute. 

  Thank you

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

  Road Runner Sports

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased shoes using the VIP program where it says I can return within 90 days. Upon doing the return I was told they only issue store credit. Nowhere it says return used shoes for store credit only. Otherwise I would have not purchased

  Business response

  01/10/2025

  As a one time courtesy, Road Runner Sports has issued a refund for the return.  Worn items usually only qualify for a store credit under the VIP program. Brand new items are eligible for a refund.  Road Runner Sports has sent the customer an email confirmation of this action, but has not heard back from the customer.  We are confident this action will lead to a satisfactory resolution of this dispute.  

  Thank you

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

  Road Runner Sports

  Customer response

  01/10/2025

  
  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.
  
  i however have informed the business that the way they promote the VIP program is very misleading and gives the impression that they give refunds within 90 days of making a purchase whenever used or tried on. 

   

  Regards,
  
  ******** Venus
  
   

  
  

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a charge on my C.C. and called Roadrunner Sports Head quarters in ************ on December 11 2024 at 253 pm. I was told that I had signed up for a program with a recurring charge once a year, I requested that I be canceled from the subscription so that I am not charged again, AND I ALSO REQUESTED A EMAIL ************************ TO CONFIRM IT WAS CANCELED. I was told that I would receive a email and a refund in 24 to 48 hours. It is now 720 pm on December 13 **************************** refund. I WOULD PERFER A EMAIL STATING THAT I WILL NOT BE CHARGED AGAIN AND MY SUBSCRIPTION CANCELED.

  Business response

  12/16/2024

  Thank you for an opportunity to respond to this dispute.  I can confirm the customer's request to cancel has been processed.  This response can serve as official acknowledgement of cancellation.  The email address provided in the complaint, does not match the customer account records, so for security reasons, we will not include that information here. 

  We hope this explanation provides successful closure to this dispute. 

  Thank you

  **** ********, Road Runner Sports

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December 2023, my wife bought me as a gift the Road Runner Sports premium upgrade for $19.99. This year, December 2024, the bank called my wife and asked if she had authorized a charge by Road Runner Sports for $69.99. No. She did not authorize Road Runner Sports to charge anything. The bank said it was fraud and cancelled the credit card. The next day a card I used to make a purchase months ago at Road Runner Sports was used by them to charge me $69.99. Apparently Road Runner Sports keeps old credit card information at the ready.number, expiration date, security number, etc. I asked my bank about this. They said it was fraud and cancelled my card.

  Business response

  12/22/2024

  Thank you for an opportunity to respond. The customers desired settlement states no further contact by the business. Road Runner Sports has sent an email apologizing for the inconvenience and invited any additional correspondence in a willingness to help effort. We are confident this action will lead to a satisfactory resolution. 

  **** Rothwell 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Road runner sports has fraudulently charged my cc $49.99 for the past three years in a row for something I never signed up for. I was only credited back one year worth from my cc company. I see this is a reoccurring issue for many years from many unsuspecting people from road runner sports. I want my remaining $100 back. This company needs shut down for randomly charging credit cards.

  Business response

  11/20/2024

  Thank you for an opportunity to respond to this dispute. Upon review of the details the customer provided, and the customer's purchase history, it has been determined the customer voluntarily enrolled in the VIP ********************** online on Nov 29, 2022.  At that time, the customer made a purchase for Women's **** Air Zoom Pegasus 38, and was presented an offer to join the VIP rewards membership with an opt in.  The membership terms and conditions were displayed that there would be annual renewal charge to the method of payment the customer provided. In this case, the customer checked out using ****** as the payment method, so that is the method of payment that Road Runner Sports charged for the renewal of the memberships.  The membership can be cancelled at any time by calling Road Runner Sports, or contacting us through the website.  A refund will be issued for any unused portion of the membership term.  The customer has also received several emails from Road Runner Sports, which include the amount of Rewards Cash they have earned while being a member, details of upcoming and successful renewal and options to cancel the membership.  Additionally, the customer would have received emails from ****** that detail the membership renewals.  To date, the customer has not contacted **********************.  If the customer would like to cancel their **********************, they can do so by contacting Road Runner Sports.  

  We are confident this explanation and actions will lead to a satisfactory resolution of this dispute. 

  Thank you

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

  Road Runner Sports

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to cancel my membership online a few times in October but wasnt quite sure if it was actually canceling. Tried to cancel again 11/2/24. Took a screenshot of the cancellation notice stating it would take up to 24 hours to reflect on my account. It also states if it was renewed in the last 30 days I can expect a full refund within 3-5 business days. I ended being charged $49.99 for membership fee on 11/5/24. I immediately called the 800 number to which I was told okay you will get an email and refund for the cancellation which never happened. I then emailed on 11/7/24 and after a few back and forths I was finally told I will receive my refund within 3-5 business days. That time came and went so I emailed them again stating I still have not received refund. Someone then emailed back stating they need my card information to which I said you can charge my card but not refund it. That county make sense and why wasnt this said on the original phone call and previous emails. Im hesitant to give my card information when several employees already are giving wrong information. I just want my refund back as promised.

*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. ↩