Business Profile

Retail Shoes

The Finish Line, Inc.

Headquarters

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Initial Complaint
01/31/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This business has not credited Klarna, where my purchase was done. I purchased 2 pair of shoes online, they arrived on separate dates. They were too small & returned on 2 different dates. One for $151 .16 was processed. The second for $107.98 has not been. I have 71 back and forth emails from Finish Line representatives who have given me different dates as when this second pair was processed for a refund. These **** refuse to send me a statement of proof for the refund. I have contacted Klarna, they have no notification of the return or the refund. ****** has filed a claim with Finish Line as well.I want to be refunded, to Klarna, for the shoes that I returned.
Business response
02/04/2025
JD Finish Line
*********************
************, IN 46235
February 4, 2025

******** ******
********************
********, *******; 65203
Daytime Phone: **************
E-mail: ***************************
Ref: 22883634

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 February 4, 2025, we attempted to contact you at ************** but couldnt reach you and left a voice message. We apologize you did not receive a refund on order #**********. A $107.98 refund was issued to your Klarna account on January 29, 2025, but a system error prevented it from being completed. We resolved the issue and a new refund has been requested. Please allow 3 business days for processing and an additional 3 to 5 business days to see the refund, excluding weekends. If you have any questions, please respond to the email we sent to ***************************.
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 ********************* Department

Customer response
02/04/2025
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
01/23/2025
Complaint Type:
Service or Repair 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 received an empty box without my shoes. I called and completed all required forms on 1/10/25. I have called repeatedly and get hung up on every time
Business response
01/25/2025
JD Finish Line
**************************;
************, IN 46235
January 24, 2025

******* Montgumery ********
*******************************>********, IN 47882
Daytime Phone: **************
E-mail: ***********************
Ref:22849516

Dear ******* Montgumery ********,

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, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

On January 24, 2025, we attempted to reach out at ************** and left a message regarding the shipment from order **********. The submitted affidavit shows the empty shoebox and the packaging slip. However, the affidavit requires a picture of the box with the shipping label.

Upon further review, a decision was made in the best interest of customer care, and the refund of $101.65 was processed to your **** 6378. Please allow your financial institution 3-5 business days to post this to your account. An email was sent to *********************** on January 25, 2025, providing your refund information.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************************
Initial Complaint
01/21/2025
Complaint Type:
Service or Repair 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 sneakers for a Christmas gift, they did not fit my daughter so I went into the store for an exchange. They ordered the correct size and I exchanged the ones I purchased. A few days later received an email that they cancelled the online order. The refund amount listed was $40.40 when I paid ***** for the sneakers. I called the customer service number three days in a row, each day being put on hold for close to an hour. The first time the employee disconnected the phone while I was on hold. The second time I was told I needed to speak to a supervisor but one was not available(after holding for an hour). The third time I was finally able to speak to a supervisor who told me that a check for $40 was put in the mail to me, but they were cancelling payment to the check and refunded my debit card. That was on January 11th and I still do not have a refund. So I am out $***** and never received a pair of shoes.
Business response
01/24/2025
JD Finish Line
**************************;
************, IN 46235
January 23, 2025

*** ******
**********************************************************************************
Daytime Phone: **************
E-mail: ****************************
Ref:22841300

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, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

On January 23, 2025, we spoke at phone number ************** concerning the refund from replacement order **********, which was canceled. As we discussed, the refund check has been voided, and a full refund of $67.60 was issued on January 23, 2025, to your MasterCard 0245 from the original order **********. Please allow ********** 3-5 business days to post the refund to your account.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Initial Complaint
01/20/2025
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.
Placed an order and it was used with *** ******** in which *** no longer offers soon as I saw that I contact customer service and ask them. Why would they use your post when thats no longer offered Because now I will have a issue Receiving the products that I paid for, of course **************** gives me the runaround. It does not rectify the situation.
Business response
01/23/2025
JD Finish Line
**************************;
************, IN 46235
January 22, 2025

***** ********
*******, *******; 02119
Daytime Phone: **************
E-mail: **************************

Ref: 22836920

Dear India ********,

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, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

I am reaching out via email after contacting you at ************** and leaving a voice message concerning the Better Business Bureau complaint filed for the order ********** placed on January 19, 2025, and shipped on January 20, 2025, with our carrier *** Surepost. Your tracking number is 1Z604724YW20183733 and the package is on the way as of January 22, 2025 at 2:46 P.M.. Please allow 4-6 business days to receive your package.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department

Customer response
01/23/2025
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.

None of the information provided explained to me why surepost was used to ship my package when that service was discounted the beginning of this year. *** no longer hands packages over to **** for deliver because that contracted ended meaning they will return to shipper if the Customer knows its over they should to its not job to to THEIR job and all the excuses Im being given are just that EXCUSES

Regards,

India ********
Initial Complaint
01/18/2025
Complaint Type:
Service or Repair 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.
Purchased a pair of shoes from the store in 11/2024 for christmas was told by the store associate that I could bring them back if I had the wrong size. They were for a christmas present. Went to the store today and the manager said it was past the deadline but to call customer service since it was a christmas present. I called and the lady said I couldn't due to the deadline and to see if the store manager would exchange them at thier discretion which makes no sense because I was told to call customer service. So if the manager can exchange why can't customer service? I asked to speak to a supervisor and the *** left me on hold for over 12 minutes
Business response
01/23/2025
JD Finish Line
**************************;
************, IN 46235
January 22, 2025

******* **********
**********************
************, *******; 75638
Daytime Phone: **************
E-mail: ***********************************

Ref:22829118

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, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

I am reaching out via email after contacting you at ************** and leaving a voice message concerning the Better Business Bureau complaint filed for not being able to return order ********** placed on November 21, 2024. Your first contact with customer service to return the merchandise was on January 18, 2025, which is past our 45-day return policy. Merchandise may be returned whether your purchase was made at a Finish Line store or online at finishline.com, merchandise may be returned with an original sales receipt when the items are:
Unworn, in original condition;
Returned with price tags still attached (if the returned item is apparel or accessories);
Returned in their original box (if the returned item is footwear); and
Returned within 45 days* of the original purchase.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Initial Complaint
01/15/2025
Complaint Type:
Service or Repair 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 3 pairs of shoes on the internet from Finish Line on 11/26/24. Those said items were delivered on 12/03/24. One box, the **** Gamma force only had one shoe inside. I contacted Finish Line and advised the above. I requested an exchange and they sent me a return label. That item was dropped off at ***** on 12/04/24, tracking # ************. That box has been sitting at the ***** location *********, IN since 12/06/24. I contacted Finish Line multiple times regarding this issue. I requested to speak with a supervisor and requested a refund. They refused both. They suggested I file a claim with *****. I did so and ***** replied with '"After review, we are unable to approve your claim. According to the claim information filed, you are not the shipper. Please provide written authorization from the shipper waiving their right to pursue a claim on this shipment."I contacted Finish Line again and stated the above. They refuse to send me a written authorization. Again, I have asked for a supervisor to call me back with negative results. I have contacted Finish Line via email and telephone and no one is helping me resolve this issue. I requested documentation of our conversations and they refuse to provide that to me. I do not know what else to do. I have contacted Finish Line on the following dates: 12/11/24 3x's - 12/27/24 2x's - 12/30/24 3x's. A supervisor has never called me back. If I need to provide cell phone records for that I can.
Business response
01/21/2025
JD Finish Line
*********************
************, IN 46235
January 21, 2025

******* **********
***************
*****, *******; 60534
Daytime Phone: **************
E-mail: ********************************

Ref: 22817951

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 you have not received the refund for your return of order #**********, which was lost in transit. On January 21, 2025, we spoke with you at the phone number provided, **************. We confirmed that our records show a refund of $69.06 was issued to your ****** account on January 9, 2025. Please note that the refund time frame is 3 to 5 business days. You should see this no later than January 17, 2025. We ask that you please contact your financial institution regarding this matter.

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 ********************* Department

Customer response
01/24/2025
As the email above stated, I did received a call from Tantania. In the email it stated that a refund of $69.06 was released on January ****** to my ****** account. I did not receive any refund in through my bank account or my ****** account. I have attached a copy of all transactions, purchases/refunds from FinishLine.
Customer response
01/24/2025
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.]
As the email above stated, I did received a call from Tantania. In the email it stated that a refund of $69.06 was released on January ****** to my ****** account. I did not receive any refund in through my bank account or my ****** account. I have attached a copy of all transactions, purchases/refunds from FinishLine.

Regards,

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

Business response
01/27/2025
JD Finish Line
*********************
************, IN 46235
January 25, 2025

******* **********
***************
*****, *******; 60534
Daytime Phone: **************
E-mail: ********************************

Ref: 22817951

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 January 25, 2025, we spoke at ************** concerning your refund of $69.06 from order **********. We appreciate you sending a screenshot of your ****** account with the JD ********************** Line transactions. Although the refund was processed on January 9, 2025, we will contact ****** to review this matter. As discussed, we ask that you allow three business days for further information from the financial institution, and a follow-up email will be sent to ************************ Again, JD Finish Line apologizes you have not received the refund for your return of order #**********.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you will continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Initial Complaint
01/10/2025
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 place and order on 12/16/2024 for 2 pair of shoes with guaranteed delivery by 12/24/2024. One pair was delivered on 12/20/2024 the other pair was saying shipper awaiting item. I contacted JD sports the for *** assured that the shoes had shipped but not yet been updated. I waited 2 more days where the next CSR whom was extremely rude. Told me that the guarantee did not stand. And sent an email email in which I responded and Trixie emailed me back and insured a refund which I still have not received and the sent me shoes back to the shipper. This is by far the worst scam I have ever been apart of.
Business response
01/14/2025
JD Finish Line
**************************;
************, IN 46235
January 14, 2025

******* *****
****************
******, NC 27253
Daytime Phone: **************
E-mail: *******************************************

Ref: 22742607

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, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

I am reaching out via email after leaving a voicemail at ************** concerning the Better Business Bureau complaint filed for not receiving the delivery of order **********. Per the carrier, ****, your package was returned to the sender due to an insufficient address. Your refund in the amount of $96.08 was applied back to your **** ending with 9916 on January 3, 2025. This takes 3-5 business days to post back to your account.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Initial Complaint
01/09/2025
Complaint Type:
Service or Repair 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 received 1 shoe out of a pair. I called the company and sent back the shoe as directed. I was told I would receive a refund. The company received the one shoes on 12/17/24 and I have yet to receive the return for the product.
Business response
01/13/2025
JD Finish Line
**************************;
************, IN 46235
January 11, 2025

***** *****
************************
*********, *******; 93536
Daytime Phone: **************
E-mail: ******************
                                                                                                                                    Ref:22792554

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, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
On January 11, 2024, we left a voicemail at ************** and emailed ****************** concerning order 5268233472.
Per our correspondence on January 11, 2024, you acknowledged that your financial institution is processing the refund of $110.25 to your account.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department
Initial Complaint
01/08/2025
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 12/2/24 I was trying to place an order on Finish Line website, and the website was having issues... I did end up placing an order on 12/2/24 for a pair of gym shoes that I was trying to order for a present, however it ended up getting placed for 2 of the same pair of shoes. The order number is ********** for reference. I did also use a gift card at check out and once again the website was having more issues and would not let me enter the amount of my gift card (there was no place to do this) just kept bringing up different values every time I tried to re-enter the gift card number. Since it was late and customer service was closed, I placed the order and figured I would call customer service the next day to get it fixed. So, I did call customer service the next day and they were no help. After wasting over an hour, almost 2, with being put on hold and transferred all around I was told that there was nothing that they could do to help. I wasn't happy with this response because it made entirely no sense to me as to why they couldn't cancel one pair of shoes and apply the remaining balance of my gift card to my order. My only option at this point was to escalate it. This is the beginning of the complaint full details in attachments
Business response
01/15/2025
JD Finish Line
**************************;
************, IN 46235
January 11, 2025

******* *****
*****************
Liberty Twp, *******; 45011
Daytime Phone: ************
E-mail: *********************************
Ref:22786376

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, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

On January 11, 2024, a voicemail was left at ************, and we sent an email to *********************************. We apologize for the frustration caused while placing order **********. Due to the order shipping from our warehouse, we could not remove a pair of duplicate shoes from the package. We can email you a free return shipping label for a refund, or if you prefer, you may take these to a local store. The closest stores to your zip code ***** are JD Sports at the ********************** in ******, **, and ***************** in *******

We want to help resolve this matter and 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 you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Initial Complaint
01/07/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered 2 pairs of men shoes on 12/15/24, In return i received 1 pair of youth shoes i never ordered. I knew something was wrong when i saw 1 small box instead of a big package. What was inside was the wrong pair of shoes and another mans order # address, email and phone number from a different state. I called customer service asap as these shoes were christmas presents, i was told to mail the wrong item back. I followed what i was told and mailed them back through jd sports on 12/21/24. They were delivered on 12/30/24 I received email saying my return was delivered and working on refund. I keep calling and never get an answer, i was told this was escalated. Today 01/07/2025 i called again and was told they would have to submit another refund form? I do not understand why, they are not explaining anything to me even after i keep asking for a supervisor, they just place me on hold and hang up on me. This is the worst customer service *** ever received from a company. Ruined Christmas for me and im out of almost $330.00!! All i did was trust this company with my business. I dont know what to do! Please help me resolve this. I just got hung up on again waiting for a supervisor.
Business response
01/10/2025
JD Finish Line
**************************;
************, IN 46235
January 9, 2025

****** ********
**************************************
Daytime Phone: **************
E-mail: ***************************************

Ref: 22778952

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, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

I am reaching out via email after speaking with you at ************** on January 9, 2025 concerning the Better Business Bureau complaint filed for the refund due for the receipt and return of the wrong item/order. I apologize you received a misshipment and not the items you ordered. After reviewing the order **********, I found that the refund in the amount of $326.97 was processed back to your Master Card ending with 9299 on January 7, 2025. Please allow 3-5 business days for the refund to post.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department

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 response/resolution is satisfactory to me.

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

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