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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order and they charged me and they have not shipped and says unfulfilled yet Ive been billed by my credit card companyBusiness response
10/25/2024
Good afternoon,
For the Customer/Order number Provided, We are seeing that the Order was placed on 9/29. Orders are normally shipped within 1-3 business days once received.
Please see the ***** tracking information below:
Tracking ID
************DELIVERED
Saturday10/5/24 at 10:56 AMWe apologize for any inconvenience this may have caused and look forward to assisting the customer again in the near future,
FIT2RUN
Initial Complaint
08/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased 3 items: shorts x 1 and tanks x2. Only received the shorts and 1 tank. I have attempted to call.never reach a person. Attempted to text multiple timeswaited the requested 5 days + with no response. Have emailed and also no response. Also the address in my order is:********************************************************** That address was not one of my choices when filing this claim.I would like my money refunded for the missing item or a refund for the missing item.Business response
08/30/2024
Good afternoon,
We are sad to hear the Customer did not receive our replies or the confirmation from Pay pal for the missing item.
We have requested that Pay pal resend the Refund confirmation, and we have resent the email for the missing item.
Again we apologize for any inconvenience this may have cased and look forward to assisting the customer again in the near future,
FIT2RUN
Business response
09/03/2024
Good afternoon,
We are seeing that the Customer was issued a Refund Via Pay pal.
We are unsure why the information was not received by the Customer.
Please see the confirmation below for the stated Customer below:
Again we apologize and hope to assist the customer again in the near future,
FIT2RUN
Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pair of running shoes through the Fit2Run website on August 3rd. At the completion of the purchase, the website advised they were having a hard time showing my order on the website. I periodically checked the next two days and it never showed my order despite charging my card. I called the phone number on the website and went unanswered for 90 minutes, sent a text to their text number and received an automated response indicating it would take five days to get back, and emailed two different addresses with no response. Ever since they took my money they have been unresponsive and unable to connect to for order tracking or a refund.Business response
09/01/2024
Good afternoon,
We are extremely sorry to hear the customer did not receive our responses regarding the transactions in question.
We are seeing that the order attempts were incomplete and reversed/refunded due to the ********* bank not allowing us to capture payment and per the ********* request on 8/6.
Again we apologize for any inconvenience this may have caused and look forward to assisting the customer again in the near future,
FIT2RUN
Initial Complaint
05/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered Five - 3 packs of socks on May 5, 2024 and only received One - 3 Pack. They are not responding to my complaint. it is not the first time I have not received my entire order from them but I am just giving up on that past order.Business response
05/27/2024
Good afternoon,
For the Customer/ Order number provided, We are seeing that on 5/12 and 5/16 The customer was sent the Socks they advised they did not receive.
We have instructed our fulfillment Team to send replacements.Please allow 1-3 business days for delivery.
Again we apologize for any inconvenience this may have caused and look forward to assisting the customer again in the near future,
FIT2RUN
Customer response
05/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
05/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered shoes on may 4th 2024 and it stated it would take 2-3 business days to process my order and I havent received any updates on if my shoes have shipped. *** tried reaching out in multiple ways but I can not get a response. I googled my problem to see if anyone else could relate and found multiple people also had an issue with fit2run website and not getting their order either.Business response
05/27/2024
Good afternoon,
for the information provided, we sadly have not received an order from the Name/Email address provided. We have also checked with our brick and motor Stores and sadly can not find any transactions.
May we ask for the Name/address and form of payment used so we may better assist?
We look forward to assisting the customer,
**********************
Customer response
05/29/2024
Screen shot of my confirmation of payment emailBusiness response
06/03/2024
Good afternoon,
We are extremely sorry, we have continued to search for transactions associated with the email and Name provided.
We have not been able to find a successful transaction or Purchase history through the Ecommerce side or In store.
At this time , we request that the Customer contact their bank for further information.
Again we apologize, we sadly have not received an order or successful payment for the listed Name/Email address.
Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a pair of shoes online from the company. An email was sent to me noting I would receive an email when the shoes were shipped, and the email would contain a tracking number. My credit card was charged the next day. I waited. No email confirming my shoes were shipped. I emailed the company asking when my shoes would be shipped. The next day I received three different emails stating my shoes were shipped. None of the emails had a tracking number. I went to their website and entered my order number (different on original email than on emails sent stating my order had shipped) to check on my order and a message comes up that their site is down. I again sent an email inquiring to the status of my shoes, and called their customer service number. No human answered. A message...asking if it is okay if they reply with a text. I did not leave a message. Then I did some searching online and it appears this has happened to others.I would like my credit card refunded the amount they have charged me: $159.95.Thank you for your help.Business response
05/11/2024
Good afternoon,
for the order number provided, we are seeing that the emailed confirmation and tracking was sent to the following Email Address:
*********************
Please see the ***** tracking information below:
TRACKING ID
************DELIVERED
Sunday4/28/24 at 2:45 PMSHIP **************
1750 *************************** Ter
********* NV 89012We are working with our development team to improve and insure communication via email is successfully transferred and received on both ends.
again we apologize for the customers recent experience and look forward to working with the customer again in the near future,
FIT2RUNCustomer response
05/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************Initial Complaint
04/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased sports bras on 4/3/24. The order confirmation email states that you will receive shipping details in 2 to 3 business days. I emailed this company twice (4/11 and 4/17) requesting an update on my order, but the company did not reply either time. Additionally, when you try to check the status of your order online, the webpage errors out and states, "Whoops! You caught us with our shoes untied." I have been trying to get a refund for over a week now to no avail.Business response
04/22/2024
Good afternoon,
For the Customer information provided, we are seeing that an Out of stock/Exchange offer and a Refund Notification was sent via Email/ Phone message.
We are extremely sorry for hear the Customer did not receive the Notifications.
At this time the order is closed/Refunded.
Again we apologize for any inconvenience this may have caused and look forward to assisting the customer again in the near future,
FIT2RUN
Initial Complaint
04/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 3-18-24 I purchased a pair of Hoka ******* 9s in size 8.5B from Fit2Run. I sent the company $144.95 for the item. On 3-24-24 I was told the item I purchased was out of stock and asked if there was another item that I would like or a refund. I was disappointed but picked the same style of shoe in a different color. The website said the original shoe was in stock but the company said it was not. 4-1-24 I received the order with the wrong style of shoe. I contacted the company and sent them the picture of the item and asked them to please help me get the correct shoe. On 4-4-24 I was sent an email saying they were working on my case. They told me they were having the correct shoe sent to me and I would get a ***** tracking number. The correct item was written in the email. They also attached a return label. I decided I would wait until the correct shoe arrived and then I would sent the other back. I was told I would receive shipment information on this order and had nothing. I asked if they would send the recent shipment information and did not hear anything. 4-9-24 I sent and email asking about the status of the shipment and did not receive anything back. I called the company on the 11th of April and was able to leave a message. I wanted to figure out what to do because I got the shoe but it was the wrong one again. I did not receive any communication back. I sent a ******** message to the company through their ******** page and nothing back. I tried calling again and they sent me to a text. So I sent several texts and nothing back. 4/12/24 I sent another email and have yet to hear anything back. I sent another email and text both numbers that I was sent to text when I called on 4-18-24 and I have not heard anything. At this point I just want a refund and I will purchase the shoe somewhere else. The order number is SO0701036. I have tried to track and get an error message. I have attached pictures of attempted communication with the company.Business response
04/22/2024
Good Afternoon,
For the Customer information provided, we are seeing that the Customer was fully refunded on 4/20/24 at ******, along with Points being added to the customers account.
We have sent an alert to the ********** center V.P to make them aware of the error.
The Customer was also called on 4/20 and left a Voice message regarding the refund and points.
Again we apologize for the higher than normal call volume, error and for any inconvenience this may have caused.
We look forward to assisting the customer again in the near future,
FIT2RUN
Customer response
04/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
04/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order online in January 2024 for Women's Hoka Arahi 6. I instantly received two separate notifications from my cc company that I had been charged! I tried reaching out to Fit2Run via the Contact Us link TWICE which was not working and STILL isn't working mid-April. I also texted with their Fit2Run ************************** TWICE. I even left a voice message. I have not received a call back, a return text, a response from the Contact Us link OR my shoes. No way to check. No response after multiple attempts. But they sure took my $ in a hurry!!!! This is a horrible, horrible experience. I have been scammed out of my money with no product. I want a full refund. Stay away from this company.Business response
04/18/2024
Good afternoon,
We are extremely sorry, the Customer listed above did not receive Our reply to their inquiries regarding their attempted transaction.
Sadly the issuing bank did not allow us to capture payment, therefore we were unable to ship the Order.
We have attached Proof that we did not receive an Order or payment from the Name/Email address provided.
Again we apologize for any inconvenience this may have caused and look forward to assisting the customer again in the near future,
FIT2RUN
Customer response
04/19/2024
Complaint: 21584091
I am rejecting this response because:Those failed attempts were from your website and online store platform not adequately functioning. I made several attempts as you showed because I did want the item from your company. However I am showing you that the transaction was successful and I was charged $112.00 thus the reason that I am unhappy. I was charged, received no product, and couldnt get in contact with your customer service as several others have mentioned on the BBB website, Reddit and other ****** reviews. Also, it is strange that this purchase did not include sales tax as I am a resident of ***
I reject this response because I have not received any calls or notifications about my order, the order that is STILL unaccessible on your website through the account I was asked to create and a notification of Whoops!
Sincerely,
*************************Business response
05/22/2024
Please see attached documentation.Initial Complaint
04/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a pair of running shoes on 3/30 and received confirmation and my CC was charged. I had not received any sort of shipping notification so I reached out by email on 4/5. I did not receive a response so I followed up by email email on 4/10. All of these correspondences are attached. Similarly, I called the customer service number which directed me to text. I texted on 4/8 and received no response. I followed up on Tuesday 4/9 with no response. I sent a final text on 4/10 (also attached). I have told them I would report the charges as fraudulent to my CC but I have heard nothing. I either need my shoes or need the account refunded or I will take legal action.Business response
04/12/2024
Good afternoon,
We are extremely sorry for the higher than normal call volume. We are seeing that the customers order is in que and will receive their order within 1 business day.
again we apologize for the delay and look forward to the customer receiving their order,
FIT2RUN
* Please note due to ***** receiving the package the customer will receive a Prepaid return shipment label via email in the case they would like to return the item.
The customer will also be provided a discount to the order. (Refund for discount will be reflected via the issuing bank with in 1-3 business days)
Customer response
04/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************
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