Complaints

• Initial Complaint

  03/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 6, 2022, I made a purchase for a pair of Air ****** sneakers at Finishline/JD Sports store located at: ***************************************************************************************. I had a $20 Status Reward and told the cashier that I wanted to use it. She stated that would be fine, but had to check with her manager. She started to complete the transaction, scanned my Status Account and the Status Reward, then her manager told her that I could not use it. She then canceled the Status Reward. I asked why I could not use it, she stated you cannot use Status Rewards on Air ******'s. I told her that customer service had recently told me differently when I inquired and she stated there was nothing she could do, as her manager stated it was not allowed. According to Finishline/JD Sports terms of service with regards to Status Rewards, it clearly states it can be used for any purchase including reservations. I have spoken to online & telephone customer support in the past and they have both stated I can use a Status Reward for any purchase and there are no exclusions.I spend quite a bit of money with the company and I feel it's a waste of points redeeming Status Rewards if they cannot be used.

  

  Business response

  03/16/2022

  JD **************************************************************** ** 46235
  March 16, 2022
  
  
  ***********************
  1777 ******************
  ********, ** 95133
  Daytime Phone: **************
  E-mail: *****************
                                                                                                                                     Ref:16849998
  
  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 sincerely apologize for the less than positive experience at our Valley Fair store location. JD Finish Line strives to provide the best possible service and we thank you for notifying us about this instance. Your information has been escalated to our Store Operations Team for review. Please allow ***** business hours to receive a follow up call from the Area Manager of the location. 
  
  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

  03/17/2022

  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. 
  
  

  The company gave no explanation on whether or not there are any exclusions with regards to using a Status Reward. Are they allowed to be used on any purchase in the store or online? Can they be used on **** Air ******** or Yeezy sneakers? This is what I would like a response to because I get different answers from the store to online customer support.
  

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

  

  Business response

  03/21/2022

  JD **************************************************************** ** 46235
  March 18, 2022
  
  
  ***********************
  1777 ******************
  ********, ** 95133
  Daytime Phone: **************
  E-mail: *****************
                                                                                                                                     Ref:16849998
  
  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 sincerely apologize for the confusion surrounding Status Reward use. Rewards are valid for use on all purchases excluding Status Exclusive Access orders. Due to this being an in-store experience, your information has been escalated to our Store Operations Team for review. Please allow ***** business hours to receive a follow up call from the Area Manager of the location. 
  
  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

  03/23/2022

  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.]

   

  I appreciate the response, but I am still confused. I've talked to customer service via telephone and online chat and both have said that there are no exlusions and I can use Status Rewards on any purchase including, but not limited to Exclusive Access Reservations. I've used a Status Reward in the past for an Exclusive Access Reservation on a **** ******************* so you can understand the confusion. On top of that, the sneaker I recently purchased where the manager told the employee I could not use a Status Reward, was on a **** ****************** that was not an Exlusive Access Reservation or release. It was just a sneaker that was displayed in the corner of the store by the clothing area that I believe most people thought was just for display purposes.
  

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

  

  Business response

  03/28/2022

  JD **************************************************************** ** 46235
  March 28, 2022
  
  
  ***********************
  1777 ******************
  ********, ** 95133
  Daytime Phone: **************
  E-mail: *****************
                                                                                                                                     Ref:16849998
  
  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 sincerely apologize for the confusion surrounding our reward exclusions and for any previous misinformation. Rewards are able to be used on all items excluding Status Exclusive Access orders. This is because the guaranteed purchase is a reward within itself. The Area Manager of the store location has let us know he has since been in contact with you regarding the in-store use of your rewards. Our Team Members and Store Manager of the location have been educated on the reward policy to prevent another experience like this in the future.
  
  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

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So, this all stems from the visit I had at your Lakeforest location last Wednesday, 2/23/22. I walked into that location and was ignored for 5 minutes the first time. I left, and was going to walk into another store to buy shoes. However, that location didn't have anything I wanted. Begrudgingly, I came back, only to be ignored for another 15 minutes. I was the only person in the store that didn't work there at the time. There were 3 team members in store then and were engaged in a conversation. After I finally got the attention of your staff, I get the pair of shoes I initially wanted to buy at the time. As I was being rang up, I was partially informed that if I was to sign up for your status membership, I would have a better chance at having access to the new releases as they come out. This was mentioned to me after I had mentioned being upset about missing out on the surprise release of the Jordan ***** 6 "UNC home" that's also scheduled to drop this Saturday. I already had started an account before I came into the store that day, but I figured getting the points would help out. However, when I checked my account the following day, my points nor my purchase appeared on my profile. To this day, they still don't. I have been promised to get a phone calls from both the loyalty team and an area manager about the poor experience provided to me by both the team members in store and the customer care team. First, I was promised that I was going to hear back from them on Friday 2/25/22. That day came and went, no call, no email. I contacted them again that same Friday and I'm promised that I hear back from them on Monday 2/28/22. No call, no email, again. While I received an email today from the loyalty team today, I was supposed to get a phone call from them as well at 4PM today, that did not happen.

  

  Business response

  03/07/2022

  JD **************************************************************** ** 46235
  March 7, 2022
  
  
  *******************
  20522 **************
  **********, ** 20874
  Daytime Phone: **************
  E-mail: ***********************************
                                                                                                                                     Ref:16822534
  
  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 sincerely apologize for your recent store and ************* experiences. We see that you have since been personally connected with the Area Manager of our Lakeforest location to be assisted at the store level. Please let us know if there is anything else we can do to assist 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

  02/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been waiting for a refund since December 26, 2021 from JD Sports.First, I was not told about them searching for shoes. When I called to get a status on my order, that is when I was told they could not locate the shoes I ordered as a Christmas gift. Then, I was told I could only receive my refund by check because the store stated I paid cash, but I paid by card. Next, after 2 weeks, I called again to get a status update on my check, they said it had been mailed and they arent sure what happened. So a stop check was processed and another would be sent out. After that, 2 more weeks later after waiting the **** business days, I was told the check was mailed AGAIN, but this time there was an attempt to cash it when sent to the address on file which was the store address. So apparently someone at the store tried to cash it. Even though, I emailed my DL and verified my address 3 times. Now I am told to wait another **** business days for my refund check from December 26, 2021.

  

  Business response

  03/04/2022

  JD **************************************************************** ** 46235
  March 4, 2022
  
  
  ***************************
  20926 ******************
  ******, ** 77338
  Daytime Phone: **************
  E-mail: *************************
                                                                                                                                     Ref:16813344
  
  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 are truly sorry you have not received your refund in a timely manner. I attempted to call you at ************** but did not receive an answer. In this case, a voicemail was left and an email was sent with the following details. Our ************** location has given us approval to provide you with a ***** Cash Out. You are free to pick up your refund of $129.90 at your convenience this weekend between 3/4/22 and 3/6/22. Please bring your photo ID with you to receive the refund.
  
  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

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a total of 3 pairs of shoes from this company. However there was one pair that were too big. I completed the steps for a return by mail and received an email stating my item had been received on January 27th 2022 and was being processed. However I never received credit to my account. I have called on 4 different occasions and keep getting lied to by each rep saying the item hasnt been received yet until I tell them I have the email stating it was and the date. Then they come back with well my supervisor said give it ***** hours for it to appear to the method you used to pay with. I am sick and tired of the run around, there is not a ***** hour wait period when you make a purchase. I work to hard for my money and I want it back. When I get it back I WILL NEVER use Finish Line ever again. Theres too much other options out here that Im sure has better customer service and return policies.

  

  Business response

  02/23/2022

  JD **************************************************************** ** 46235
  February 23, 2022
  
  ***************************
  529 *******************
  ********, ** 29945
  Daytime Phone: **************
  E-mail: ********************************
                                                                                                                                     Ref:16772877
  
  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 are truly sorry for the delay in your refund along with the misinformation you were provided for order #**********. A refund of $20.41 was successfully processed for your return on 2/20/22. Please allow 3-5 business days from the processing date for the funds to post within your Afterpay account. A $20 reward has also been added to your STATUS account #********. This reward will remain active until 5/23/22 if you would like to give us another try in the future. 
  
  We sincerely 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

  02/23/2022

  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,

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

*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. ↩