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Initial Complaint
04/08/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear BBB,I hope this email finds you well. I am writing to express my dissatisfaction and concern regarding a recent online purchase I made through ***************************************. Despite my efforts to contact them multiple times, I have yet to receive any updates or responses regarding my order.The order was placed on March 28, and according to the confirmation email, it typically takes 2-3 business days to process. However, it has now been well beyond that timeframe, and I have not received any communication regarding the status of my order.I have attempted to reach out to the company via email on April 2 and again on April 3. Additionally, I filled out an online form to submit a case to the business, yet I have not received any acknowledgment or response to any of my inquiries.This lack of communication and failure to fulfill my order has severely impacted my trust in this business. Therefore, I am formally requesting the cancellation of my order and a full refund.I appreciate your attention to this matter and trust that you will take appropriate action to address this issue promptly.Thank you for your assistance.
Business response
04/09/2024
Good Morning,
We are extremely to hear the customer did not receive the replies to their inquires via email. We are seeing that an Out of stock/refund notification was sent to the following Email address/phone: ****************** / **************.
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
04/10/2024

Complaint: 21533827

I am rejecting this response because: I didnt receive any emails except the initial confirmation email. Had to dispute with the bank for the refund!

Sincerely,

*****
Business response
04/12/2024
Good afternoon,
We are extremely sorry the customer did not receive the out of stock/refund notifications or phone calls from our customer service team.
We 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,

FIT2RUN
Initial Complaint
02/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Beginning over a year ago, Fit2Run redid their website and those who had previous accounts set up were unable to access and unable to reset passwords to view the site, make purchases and apply rewards. This went on for months. Once this issues was resolved and several, in store, purchases later, my requests for assistance were finally answered and I was told I could now reset my password. I did but I had no rewards points. 0, meaning none from previous or additional from when I was unable to view. I was told they would load within 24 hours. They never did. I sent several correspondence though email, ******** and attempted unanswered calls to get assistance (sometimes waiting more than 30 minutes before hanging up without talking to anyone). On January 20, I was suddenly credited 1420 rewards all at once and I received a voicemail insinuating my points have always been there. (site shows they date added). I presumed all was fixed until I began receiving emails that thank me for my purchase when I had not made a purchase. Additionally, when I make a purchase, I not only do not get the email asking how they did, I don't get any points added to the 1420. My family shops at Fit2Run all the time. We are a part of the weekly run club and we are there all the time. Unfortunately, the staff is unable to assist with online questions and no one responds to phone calls, emails, messages, etc. I am frustrated with this company and want my issue addressed and resolved. Why should I go without and others benefit from their purchases.
Business response
02/26/2024
Good afternoon,
We are extremely sorry for the higher than normal call volume. At this time we are working with a development team to have orders and in store purchases synced with the website.
We have adjusted the Customers account with their new points recently accumulated in store.
We are hoping to have this matter resolved quickly and appreciate the customers understanding and patience.
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
02/27/2024

Complaint: 21331599

I am rejecting this response because:
It has not been made clear why I get emails for purchases that I have not made. I would like to be notified when this has been resolved because I will likely do business elsewhere until then seeing that there is no customer service to assist with questions in the mean time. Would that be possible?
Sincerely,

*************************************
Business response
03/05/2024
Good afternoon,

We are extremely sorry for the higher than normal call volume.
As we are working with our development team, we are seeing that some customers received duplicate receipts for items purchased historically in error while we sync data from our old system.
We apologize for any confusion or inconvenience this may have caused and thank you for your patience while we transition to our new system.
Thanks again for your time and business,
FIT2RUN
Customer response
03/06/2024

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
02/21/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a pair of HOKA walking shoes thru Fit2Run Runners Superstore. I paid $99.95 with ***** Fargo credit card for the shoes. My order # ********. Order date: 2/10/24 via store email msg. The order was assigned a ***** tracking number that lists the shipment as awaiting store by ****** My order was for a pair of HOKA ****** 3 Black Dazzling Blue size 9 / regular width. I've tried repeatedly to contact via email & calling with no response. It's been 10 days since I placed my order with no idea when I'll receive my shoes. This appears to be a legitimate business but this is absolutely unacceptable in my opinion. I want the shoes but this situation bothers me greatly.
Business response
02/23/2024
Good afternoon,
We have made contact with the Customer and have resolved this matter.

Again we apologize for the higher than normal call volume,

FIT2RUN
Initial Complaint
01/17/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered a pair of men's ON Cloud 5 sneakers on 12/26/2023 for $111.96. Started tracking the item on 1/4/2024 with no luck. Their website tracking states (sorry but you caught us with our shoes untied). Called the number listed, ************ which is their corporate office. **************** and member service lines ring with no answer for over 30+minutes. Have also tried calling on 1/5, 1/9, 1/10, 1/11, 1/12, 1/15, and 1/16. Left a message on an employee responsible for orders with no return follow up by that person. Sent an email on 1/4/24, 1/8/24, and 1/13/24 with no response. Used text inquiry on 1/10 with no response. Inquired on ******** and Instagram by asking if they had customer service available, but no response (Instagram question was deleted). Called the ************** store on 1/9/24 to inquire as to whether the company was still in business and was told yes. Employee stated they are unable to look up web orders. Employee instructed me to call the corporate office again. I would like the sneakers since they offered them on sale, and continue to have daily sales. If that is not possible however, a full refund is acceptable.
Business response
01/23/2024
Good Afternoon,
for the Customer stated, we are seeing the last order to Sync into our system was on 11/27/2023.
May we ask for an order number in the case the customer used a different name or Email address?
Again we apologize for higher than normal call volume and look forward to assisting the Customer,

**********************
Initial Complaint
01/17/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered ON Cloudmaster sneakers on 12/26/23. Received ky confirmation via email and order number. Says 2-7 business days and item hasnt arrived. Called multiple times and couldnt reach a live agent. Sent multiple emails listed on confirmation email without a response. They took my money and I want my shoes or a refund!
Business response
01/23/2024
Good afternoon,
for the customer stated above, we are seeing a replacement was shipped and delivered on 1/18/2024 at 1:07pm Via Fedex.
Fedex tracking information:
TRACKING ID
************

DELIVERED

Thursday1/18/24 at 1:07 PM

Again we apologize for any delays and inconvenience this Holiday season may have caused and look forward to assisting the customer again in the near future,
FIT2RUN
Initial Complaint
01/12/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made an online order on 12/25/2023, order number ********. This order contained 5 items. 1. Product Name: F2R Cadence Tight Vendor Color: Light Blue Size: Medium Quantity - 1 Total - $19.98 2. Product Name: F2R ******* 7/8 Tight Vendor Color: Spring ************* Mint Size: Medium Quantity - 1 Total - $14.98 3. Product Name: ******** Run Like its Midnight Crop Racer Vendor Color: ******* ***** Blue Size: Medium Quantity - 1 Total - $9.98 4. Product Name: ****** Interval Crop Top Tank Vendor Color: Black Size: Medium Quantity - 1 Total - $19.98 5. Product Name: F2R High Cushion Socks 3pk Vendor Color: Grey Size: Large Quantity - 1 Total - $9.99 I received items #1 and 4 very quickly, the items shipped the next day (12/26/2023). The remaining 3 items (#2, 3 and 5 above) were not included. I waited several days, then I sent an email. I tried to check the status online, but that option was not working on the website. I tried several times. I then sent a around 3 more emails, called and left a voicemail and sent 3 text messages. I have not heard anything, no response at all. I paid $50 on a gift card that received for Christmas and the remaining $14.91 was paid via a credit card.I would like the 3 items or a refund for the items I did not receive. I am nervous to have the refund on the gift card, as this is frustrating. I would like a refund if I will not be receiving the items.
Business response
01/13/2024
Good afternoon,

For the Stated Customers, we are seeing the Customer has been issued a refund of $14.91 on the Credit card used, and $20.01 has been refunded back to the Original Gift Card used: ^51666K32S1UPZ0DB$, for the Out of stock items.

Again we apologize for the higher than normal call volume this holiday season and look forward to assisting the customer again in the near future,
FIT2RUN
Customer response
01/15/2024

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,

*******************
Initial Complaint
01/12/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a purchase online on 12/26/23 and as of 1/10/24 I do not have a shipping confirmation or any updated order status.
Business response
01/13/2024
Good afternoon,

We are extremely sorry for the higher than normal call volume. For the order number provided, we are seeing that an out of stock / Exchange offer was sent along with a Cancelation/refund notification.

Again we apologize for the nation wide delays this holiday season may have caused and look forward to assisting the customer again in the near future,

FIT2RUN

Customer response
01/15/2024

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. Its not true that notices were sent to me regarding out of stock/cancellation of the order. I received a refund today as a result of my efforts to resolve this matter with you and my banking institution.

Sincerely,

*******************
Initial Complaint
01/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for Hoka Solimar shoe on 24 December. Order # ********. What I received was an entirely different shoe. Actually able to talk to someone on 29 December about returning and they sent me a prepaid ***** label which I promptly shipped the same day. I initially told the employee I would like the correct shoe sent. She said as soon as the return was shipped, she would process an order for the correct shoe. I changed my mind the next day when I saw they had none in stock. Stock was out everywhere I checked. I have repeatedly emailed, called, texted, and sent message thru their webpage with NO responses. Not one. I want my credit card fully refunded. ***** tracking: ************ DELIVERED Wednesday 1/3/2024 at 10:44 am Signed for by: MKING Thank you
Business response
01/14/2024
Good Morning,
We are extremely sorry for the higher than normal call volume.
for ********** customer, we are seeing that a full refund has been processed for them.
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
01/15/2024

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,

**************
Initial Complaint
01/11/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 26th 2023 I ordered from Fit2run.com, a pair of On Clouds. I payed $128.36, and I received the confirmation number ******** with the message that I should allow 2 to 3 days for processing. It's been 2 weeks already and I still did not get the product or a shipment information. I tried to call, text and email, all in vain. Please help me to get either the product or the money back. Thank you.
Business response
01/23/2024
Good afternoon,

We are extremely sorry for the higher than normal call volume. For the order number provided, we are seeing that an out of stock / Exchange offer was sent along with a Cancelation/refund notification.
We are seeing that the Customers Refund Cleared on 1/16/2024.

Again we apologize for the nation wide delays this holiday season may have caused and look forward to assisting the customer again in the near future,

FIT2RUN
Initial Complaint
01/11/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered shoes on December 25, 2023. I have not received them. I have tried to contact the company with no response. Texted, phoned, emailed. I left 2 different numbers for them to call back and get an immediate response they cannot call back on either number. I can not get anyone to respond to assist me in an explanation as to what is going on with my order.
Business response
01/14/2024
Good afternoon,

We are extremely sorry for the higher than normal call volume.
We are seeing that the Package was given to ***** on 12/29/2023. however the shipping carrier advised they were also experiencing nation wide delays as well. ***** has confirmed the package was delivered on 1/13/2024.
At this time the customer has been provided a prepaid return shipment label in the case they would like to cancel the order.
Again we apologize for any inconvenience and frustration this matter has caused and look forward to assisting the customer again in the near future,
FIT2RUN

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