Complaints

This profile includes complaints for Flight Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Flight Club

  Los Angeles, CA 90018-4036

  
• 

  Flight Club

  812 Broadway New York, NY 10003-4848

• 

  Flight Club

  535 N Fairfax Ave Los Angeles, CA 90036-1715

  
• 

  Flight Club

  3910 NE 1st Ave Miami, FL 33137-3608

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I ordered a pair of shoes through Flight Club for my older brothers birthday and I ordered a size too big. Well when I tried to return them and get the correct size I was told they wouldnt accept a return as it doesnt meet their guidelines for a return and I just want them to make it right. I spent over $100 on the pair of shoes and I just either was a refund or swap them out for the correct size

  Business Response

  Date: 07/08/2025

  Hi there,

  Thank you for reaching out about order 805243661.
  
  After a careful review, we can confirm your order was fulfilled correctly. On 06/28/25 10:42am PDT, you purchased a size 9.5 US of the Air More Uptempo '96 'Split and this is what was shipped to you. 
  
  As a consignment marketplace, independent sellers provide the items listed for sale and the stock is not owned by Flight Club.
  
  Due to the nature of the consignment process, the terms and conditions clearly indicate that All Sales are Final. This information is also available in the *** section of the platform.
  
  Its the buyers responsibility to review our terms and policies before completing a purchase. We strive to be transparent and provide all necessary information upfront, but any oversights during the purchasing process fall outside of Flight Clubs responsibility.
  
  If you do not wish to keep the item, you can list it for sale on our platform as advised through support ticket #********. In this way, you can sell the shoes like the original seller to recoup your funds. 
  
  We appreciate your patience and understanding. Thank you.
  

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The package has had no movement since June 12.almost a month ago! I needed it for an event that has now passed. I have reached out to the company and am constantly being told to wait.unacceptable! If there was going to be such a delay in shipment, that should be disclosed up front. I just want my money back!

  Business Response

  Date: 07/08/2025

  Hi there,

  Thank you for reaching out about order 40761163.
  
  After a review, we can confirm the package was deemed lost in transit by the courier. 
  
  A full refund of $328.54 was issued on 07/04/25 4:37am PDT. Depending on the policies of your card provider or financial institution, it may take between 3-5 business days for the funds to clear and be made available in your available balance. 
  
  If the refund has not been reflected on your bank statement after the 3rd business day, we kindly ask that you contact your bank for further assistance.
  
  We appreciate your patience and understanding.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,I am filing a complaint against Flight Club for breach of a written promise (refund within 24 hours) and misrepresentation or unfair business practice.I placed my order on June 22. On June 26, I received an email from Flight Club indicating that the original seller had failed to ship the item on time and that a replacement seller was being sought. The email explicitly stated that if a new seller could not be found, a full refund would be issued within the 24-hour cancellation window. Flight Club failed to honor this written promise.On July 2, I received another email informing me that the product had been shipped by a new seller. However, as outlined in the original email, a second attempt at fulfillment should not have occurred after the cancellation window expired. Despite this, the company proceeded with locating a new seller and shipping the item without my ********** this day, I have not received a response from the customer experience specialist, Ma ******** *., who had previously been in contact with me. Her lack of response to my emails regarding this issue appears intentional and reflects poorly on the companys business practices.This behaviour represents a clear breach of Flight Clubs written refund policy and constitutes unfair and misleading conduct. I'm hoping to be contacted by the company alongside a full refund regarding this matter. Since the item has already been delivered, I am requesting that the company cover the shipping cost for a return.

  Business Response

  Date: 07/08/2025

  Hi there,

  Thank you for reaching out about order 774272211.
  
  After a thorough review, we can confirm that your order was fulfilled correctly in accordance with our policies and procedures.

  As a consignment marketplace, Flight Club does not own the inventory listed for sale, items are provided by independent sellers. When a seller cancels an order, our system automatically searches for a replacement to fulfill it.

  As noted in support ticket #******** dated 06/26/24, we informed you that if a replacement couldnt be located within 24 hours, the order would be canceled. If that had occurred, you would have received a cancellation notice along with refund details.

  Since no cancellation notice was sent, that indicates your order remained active and a replacement seller was successfully found.

  While all sales at Flight Club are final, we understand that this may not have been the experience you expected. As a courtesy, the agent handling your case offered you the option to return the item for a full refund, should you choose not to keep it.
  
  We appreciate your patience and understanding. If you have questions about the return process, please reach out to our support team directly. 

• Initial Complaint

  Date:07/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a pair of shoes from Flight Club they used some off brand delivery company named Roadie XD to make the delivery. The shoes were delivered to the wrong address. I sent the pictures that the delivery company sent and made a video of my dwelling to show them they were delivered to the wrong address. I have also contacted the Roadie delivery company and they both keep telling to to contact the other not wanting to accept responsibility for my package being delivered to the wrong address.

  Business Response

  Date: 07/07/2025

  Hi there, 

  Thank you for reaching out about Flight Club order 711696915.

  After a careful review, it looks like the specialist on your case via support ticket #******** was able to file a missing package claim on your behalf. The claim was resolved in your favor. 

  A Flight Club credit refund of $172.54 was issued to your account on 07/05/25. To access the credits, please make sure you are logged into the Flight Club account used to place the original order as the credit is not available through the guest checkout flow. You can view the credit by clicking on the "my profile" tab.
  
  The Flight Club credit will apply on checkout. You will be able to see how much credit applies to your order when reviewing the total on checkout.
  
  We appreciate you and your business. If you have any further questions or concerns, please reach out through the support channel directly. Thank you. 

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased shoe online at Flight Club, paid extra for fastest delivery, package was supposed to be here on the 19th. Started an investigation with *** and notified Flight club. Here it is the 25th and *** stated the investigation is closed because additional information is needed. I have emailed Flight club several times regarding a refund and responses are delayed. *** states they have tried to reach you by email on 6/24 with no response. I am seeking a refund for product and delivery.

  Business Response

  Date: 06/29/2025

  Hi there,

  Thank you for reaching out about order 862680351. 

  After reviewing your case, we can confirm that a missing package claim was filed on June 25, 2025, at 5:33 P.M. and is currently under investigation with the courier.

  On June 27, 2025, at 12:54 P.M., our support team contacted you via ticket #******** to inform you that we are actively working with our operations team and the shipping courier to resolve the issue.

  As a courtesy for the delay during this process, a $25 goodwill credit has been applied to your account.

  We ask for your continued patience as we await the outcome of the couriers investigation. If you have any further questions or concerns, please dont hesitate to reach out through your open support ticket.
  
  Thank you.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flightclub has not issued my refund from a package that was never delivered via **** *** has submitted the claim for the item that I purchased from Flightclub due to a misdelivery on their end . The claim has been submitted to FLIGHTCLUB from *** on May 23, 2025. Flightclub is denying the fact that they have received the claim . They also saying that *** has denied my claim in which I know not to be true. I have spoken to *** on several occasions and they have advised me that Flightclub has the APPROVED claim. Flightclub has yet to release my refund of my item and that is stealing, which is against the law. I need my refund from FLIGHTCLUB ASAP.

  Business Response

  Date: 06/18/2025

  Hi there, 

  Thank you for reaching out about order no 247969776. 
  
  After a careful review, we’d like to provide you with the details of your claim:
  
  Order no. 247969776 was placed on 05/13/25 6:27pm PDT. The order was shipped through UPS and they marked it as delivered on 05/15/2025, 11:51 A.M. 
  
  A missing package claim was submitted to UPS on 05/22/25 1:04pm PDT. On 05/30/25, UPS denied the claim and updated the claim status to closed.
  
  Please note that UPS denied the claim because they provided a proof of delivery photo of the package outside your residence. Unfortunately, if the courier denies the claim, there is nothing we can do further on our end.
  
  Once a package has been marked as delivered with proof of delivery, we no longer have control over the package's whereabouts or responsibility for its safekeeping. Please note that the risk of loss and title for items purchased by you passes to you upon our delivery of the items to the carrier.
  
  At this time, you will have to work with the courier company directly, as they are responsible for the safe and secure delivery of your package. You can find their contact information on their website or the delivery confirmation email.
  
  I understand that this was not the outcome you were expecting and although I wish to alter the resolution, we are unable to make any exceptions at this time. If you would like to continue pursuing your missing package claim, you will have to work with the courier and your local law enforcement.
  
  We apologize for the inconvenience this has caused you and appreciate your understanding. Thank you again for reaching out. 

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Flight Club regarding a recent online purchase in which I was denied a refund despite following their stated cancellation policy.On June 4, 2025 @7:48am, I placed an order for a pair of sneakers through Flight Clubs website. Shortly after completing the purchase, I realized I had mistakenly ordered the wrong item. According to Flight Clubs policy, customers are allowed to cancel their order within three hours to be eligible for a refund.I submitted my cancellation request within one hour of placing the order, @ 9:34am, well within the stated timeframe. I have time-stamped proof of my communication attempts with Flight Club, including two separate cancellation requests sent through their online support system.Despite my timely efforts, a representative later contacted me @ 11:53am, her name was Ma B, stating that my cancellation request came after the three-hour window and that I was not eligible for a refund. This is false and misleading. I believe my request was either reviewed inaccurately or their system failed to register it in real time.Furthermore, I attempted to contact their customer support line at **************, but the number routes to a generic voicemail that does not identify Flight Club as the business, making it extremely difficult to reach a live representative or verify the legitimacy of the support line.This experience has been both frustrating and unacceptable. I am requesting a full refund for the order, as I complied with all requirements of their cancellation policy. If no resolution is provided, I intend to escalate this matter further through additional regulatory and consumer protection channels. I respectfully request the BBBs assistance in helping me obtain a fair resolution to this matter.

  Business Response

  Date: 06/05/2025

  Hi there,

  Thank you for reaching out about order *********.

  Order ********* was placed on June 4, 2025, at 7:48 AM EST, and the seller confirmed the order on the same day at 7:58 AM EST. As a reminder, Flight Club operates as a marketplace that connects buyers and sellers; we are not the direct seller.

  Per our policy, buyers are able to cancel an order within 3 hours of placing it or before the seller confirms the orderwhichever comes first.
  
  Because the seller confirmed the order within 10 minutes of purchase, the cancellation window had already closed by the time your request was made. We understand this may be frustrating and apologize for any inconvenience caused.

  If you decide not to keep the item once it arrives, we encourage you to consider selling it through our platform. You can begin the consignment process at *******************************, where youll be able to create a submission and list the item for resale.
  
  Thank you for your understanding. Should you have additional questions, please reach out to our support team directly.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30th I tried to order a pair of ****** 1 UNC reimagined. Safe to say by their own time frame and with patience the shows never came. May tenth is when they were supposed to arrive and it is now June 3rd. **** contacted me and gave me a creditor letter as they said they do not have the package. I have re-ordered the same shoes and guess what? Again, exception on delivery day just as the last order was. This business has done nothing for me in terms of support and feels almost fraudulent. Order from anywhere else.

  Business Response

  Date: 06/04/2025

  Hi there,

  Thank you for reaching out about order ********* and 943150218.
  
  After a careful review, it looks like we have not received any correspondence from you regarding your concerns. 
  
  In order to investigate the delivery status of your recent purchases, please contact our support team directly at ************************************************************. 

  Were here to help and want to ensure your concerns are resolved as quickly as possible. Thank you.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't get my shoes or refund and flight club shoes deny responsibility from what came off their social media profile on ********!!!

  Business Response

  Date: 05/29/2025

  Hi there,

  Thank you for reaching out about a recent order you placed online through a third party platform. 

  Upon a thorough review of your concern, we must inform you that Flight Club has no record of your order. Please note that we do not operate a ******** account, and orders can only be placed directly through our official website, **************************.

  It appears that the account you interacted with was under the name Flight Club Kicks, and payments were made to a Chime account under the name "**** **********." Unfortunately, anyone can create a fake account or website, and we want to clarify that this is not associated with Flight Club. 

  As this is not associated with Flight Club, I recommend contacting the third-party seller directly for further assistance. Flight Club is unable to take responsibility for transactions made through third-party sources.

  We have forwarded this issue to our legal department, as the unauthorized use of the Flight Club name constitutes fraud. Additionally, we advise you to reach out to your financial institution to dispute the payment and potentially open a claim.
  
  Thank you again for reaching out and bringing this to Flight Club's attention. 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23392065
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/02/2025

  Hi there,

  Thank you for the response.

  Moving forward, we advise you contact your financial institution to dispute the unknown charges. Since it has been confirmed the payments you have made were not to **************************, we are unable to assist you further.

  As previously mentioned, all purchases must be made through our official platform directly. 

  We apologize for the inconvenience you have faced. Thank you again for bringing this to our attention. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23392065
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of **** shoes from flight club the shoes and didnt receive my order I even left delivery instructions that was not followed, I notified the company they act like they was going to handle the situation and requested my ID ************ then they send me email stating that I need to take it up with the delivery company when I never ordered with them I ordered with flight Club so they should be handling this situation not gaslighting me into

  Business Response

  Date: 05/22/2025

  Hi there,

  Thank you for reaching out regarding your recent purchases with Flight Club. We deeply apologize for the inconvenience that you have experienced.
  
  After a careful review of order no. *********, we have confirmed with the courier that your package was delivered on May 16, 2025 03:38 PM to the shipping address provided at checkout. 
  
  Unfortunately, once a package has been marked as delivered with proof of delivery, we no longer have control over the package's whereabouts or responsibility for its safekeeping. Flight Club is not liable for lost or stolen packages as this is not covered under our missing package policy. 
  
  Please note that the risk of loss and title for items purchased by you passes to you upon our delivery of the items to the carrier.
  
  At this time, you will have to work with the courier company directly, as they are responsible for the safe and secure delivery of your package. You can find their contact information on their website or the delivery confirmation email.
  
  I understand that this was not the outcome you were expecting and although I wish to alter the resolution, we are unable to make any exceptions at this time. If you would like to continue pursuing your missing package claim, you will have to work with the courier and your local law enforcement.
  
  We apologize for the inconvenience this has caused you and appreciate your understanding. Thank you again for reaching out. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23361835
  
  I am rejecting this response because: I need either a replacement shoe or my refund its simple 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/25/2025

  Hi there, 
  
  Thank you for the response. 

  After a thorough review of your case, we have confirmed that your package was marked as delivered by the courier on May 16, 2025, at 03:38 PM. As per our policy, once a package is marked as delivered, the risk of loss transfers to the customer. ******************** is not liable for lost or stolen packages after delivery is confirmed.

  As a result, we are unable to offer a replacement or refund for your order. We recommend that you contact the courier directly to file a claim, as they are responsible for the secure delivery of your package.

  We understand this situation is frustrating, but our policy is clear, and we are unable to make exceptions.

  Thank you for your understanding. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23361835
  
  I am rejecting this response because: Ive involved my bank 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/28/2025

  Hi there,

  Thank you for the response.

  We respect your decision moving forward should you choose to dispute order ********* with your financial institution. Once this step is taken, we will move forward working directly with them. 
  
   A few things to remember about the dispute process:
  
  A claim will be submitted with the courier. Because we will be working directly with your financial institution to resolve the issue, please reach out to them directly for the status of the dispute. Please know the process can take up to 90 days as we will follow the formal steps outlined by your financial institution.

  We appreciate your patience and understanding on the matter.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23361835
  
  I am rejecting this response because: my bank will handle this but as for the flight club store count your days 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/29/2025

  Hi there,

  Thank you for the response!

  All open disputes with your financial institution will be handled by them directly.

  Flight Club is unable to take any action on an order during a dispute investigation. Moving forward, you will have to contact your bank directly for more information. 

  Please keep in mind that open disputes can take up to 90 business days and the results are binding. 
  
  Thank you again for contacting Flight Club. If you have questions, you can direct them to your financial institution. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23361835
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******