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

  535 N Fairfax Ave Los Angeles, CA 90036-1715

  
• 

  Flight Club

  3910 NE 1st Ave Miami, FL 33137-3608

• 

  Flight Club

  812 Broadway New York, NY 10003-4848

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:01/09/2024

  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 November 30, I purchased an online order for the ****** 11 gratitude size 11 men. I waited three weeks to find out that my shoes were fake. I understand that Flight club has a zero refund policy but I refuse to accept when I receive fake shoes. I will like a refund due to the lack of integrity. This company has.

  Business Response

  Date: 01/16/2024

  Hey there,

  Thank you for reaching out to us here at Flight Club. We are sorry to hear about the trouble you are experiencing with your Flight Club order 795080821. At this time, I would be more than happy to look into this for you.

  After further review, I do see that there was no previous conversation with us here at Flight Club regarding the authenticity of your **************** I would like to share that all sneakers that are shipped out from Flight Club are authentic. Furthermore, we can confirm that the Air ****** 11 Retro Gratitude / Defining Moments sneakers do have differences in the coloring and material of the shoe depending on the size of the sneaker purchased.

  Since you received these sneakers on 12/23/23, we are unable to further assist you with a resolution as these sneakers have been marked as delivered for more than 3 business days.

  Per our return policy, All sales with Flight Club are final. Refunds are only processed based on fulfillment errors, such as incorrectly shipped or missing items. In this case, our team did find your sneakers to be authentic before they were shipped to you. Furthermore, per our support page, I would like to share that "We're a ship-to-verify and consignment destination, meaning ****************** from independent sellers and sell them on our platform. All shoes are authenticated and verified to be as described by our team of trained specialists."

  I understand that this may not be your preferred outcome and for that, I do sincerely apologize. Should you have any other questions or concerns please don't hesitate to create a support request and follow up with us directly. 

   

• Initial Complaint

  Date:01/09/2024

  Type:Order 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.

  My order was stolen. I filled a complaint with *****. provided the file complaint number to the company and they told me there's nothing they can do. I am out of my money and the product. they refuse to refund me or send a replacement.

  Business Response

  Date: 01/11/2024

  Hello there,

  We understand you haven't received order no.105084889 and we are very sorry to hear this.

  According to our records, a dispute has been submitted for this order and is still open. Due to this we are unable to take any action on your order until the dispute has been resolved by your financial institution. Since we are working directly with your financial institution to resolve, you will need to reach out to them directly for the status of the dispute.
  
  We understand the delay can be frustrating. Please know the process can take up to 90 days as outlined by your financial institution.

• Initial Complaint

  Date:01/09/2024

  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.

  There is an extra layer of plastic sowed on one of the shoes that should not be there, make me believe the shoe isn't authentic. I sent the company about 20 different angles of the shoe just for them to say they couldn't refund me but I could try to sell the shoes for a higher prices on their page. I dnt believe they are real so why should I try to sell to someone else.

  Business Response

  Date: 01/11/2024

  Hello there,

  We are sorry to see you are having authenticity concerns with order no.307964714.

  After thoroughly reviewing this matter it does appear an agent has contacted you under ticket no.13837582. The agent has provided you with a return for the order and upon the product being received back at the warehouse a refund in the amount of $250.97 will be provided in credits. To use your credits you must be logged into your account and they will automatically be deducted from your total at checkout.

  If you have any other questions or concerns please contact us via ****************

  Thank you and have a wonderful day.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21070821
  
  I am rejecting this response because: the shoes have a defect that came from your factory made me unhappy with the purchase.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/18/2024

  Hello there,

  I've had the opportunity to review your photos with our verification team and the issues that you are pointing out can be attributed to natural inconsistencies in the manufacturing process. Many companies such as **** are known to manufacture the left and right sneakers separately, which can lead to subtle differences within a pair. This does commonly occur on most pairs - but is not a sign of the sneakers being worn, defective nor unauthentic.Rest assured we do make it a point to reach out prior to shipping when there are inconsistencies that are out of the ordinary, so I hope this helps put your mind at ease.

  Since we wanted you to be happy with your purchase a one-time courtesy return had been provided. Currently your return was approved and we refunded you $250.06 in credits, simply head over while logged in and the credits will automatically be deducted from your total.

  If you have any questions regarding using your credits we ask you reach out to ****************.

• Initial Complaint

  Date:01/09/2024

  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.

  Order number #********* ****** 11 Gratitude from flightclub on 12/24/2023 & they came in 12/28/2023 in mail without flight club tag attatched. In comparison to a pair already had & bought in store. These are fake! Yellow soles, the leathers look different on each shoe & the insoles are different as well. I am highly disappointed & I want a refund ASAP. Below are photos compared to the pair I already had. These were supposed to be a gift to my girlfriend for Christmas. I am very disappointed

  Business Response

  Date: 01/11/2024

  Hey there!

  Thank you for your patience as I received and reviewed your BBB inquiry.

  Ive looked into your order no. ********* for the Air ****** 11 Retro 'Gratitude / Defining Moments' and can confirm the following:

  To provide you with accurate information, I worked with our warehouse team, and we were able to confirm the shoes successfully passed our authentication process on 12/23/23 at 10:43:36pm PST.

  Authentication accuracy is our top priority. Rest assured, every sneaker is authenticated through a rigorous verification process using data and information accumulated from researching and inspecting the intricacies of authentic pairs.

  We have built a database of over ****** sneakers with manufacturer notes, so every time a shoe comes through for verification, our specialists will inspect by hand off of those notes. We inspect everything from the stitching to the label, texture to color, and so much more to ensure they are 100% authentic.
  

  In the event our specialists have any concerns, we err on the side of caution and do not proceed with the order. That is to say, all of our inventory is guaranteed authentic.
  

  It does look like you were offered a courtesy return. Awesome news! Here is the tracking link for your return: ****************************************************************************************************************

  Once we receive your return, the sneakers will be evaluated and then the refund will be processed. All refunds for approved returns are applied as **** Credit. You should see the **** credit in your account in 5-7 business days after we receive the shoe. We'll also send a confirmation email once the refund has been completed.
  

  If you have any questions regarding this process, or anything else for that matter, please feel free to follow up with our Flight Club support team directly.

• Initial Complaint

  Date:01/09/2024

  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.

  I placed 2 orders for the same shoe, but different sizes, 4 minutes apart. I ordered the wrong size and then went back and ordered the right size and when I went to cancel the first order not even 10 minutes after placing it, it already said order confirmed. They state all sales are final but I didn't even get a chance to cancel the order because within minutes it was confirmed. I'm not paying for 2 of the same pair of shoes when I wasn't even given the chance to cancel it. Pure scam!!!!

  Business Response

  Date: 01/12/2024

  Hey there!

  Thank you for your patience as I received and reviewed your BBB inquiry.

  Ive looked into your account and see both orders for the KD 15 EP 'What The'.

  The first order placed (order no. 745079609) was purchased on 12/28/23 at 1:19pm PST and confirmed by the seller on 12/28/23 at 1:23:29pm PST.  For sneakers, you may cancel your order within 3 hours of placing it or before the order is confirmed by the seller, whichever comes first. If 3 hours have passed from when you placed the order and/or the seller has confirmed the order, then the order cannot be canceled. If neither has occurred, simply access your order via Track My Order or My Account, click Cancel Order and follow the instructions. We're sorry about that!

  For more on this, you can visit: ***********************************************

  If you have any further concerns, please feel free to follow up with our Flight Club support team directly.

• Initial Complaint

  Date:01/09/2024

  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.

  I purchased a pair of shoes as a gift for my daughter. Order ********* I paid double the price that the sneakers cost from the manufacturer and Im not complaining about the price. If your offer something for sale you should be able to follow through with the sale. The order was Canceled after 15 days by the store. This was a gift and there is no time to replace it. It should be criminal and they should be doing something to try and atone for their error. Customer support is nonexistent!!

  Business Response

  Date: 01/11/2024

  Hey there!

  Thank you for your patience as I received and reviewed your BBB inquiry.

  Ive looked into your order no. ********* for the Wmns 327 'Moonbeam Timberwolf' and can confirm the following:

  Sadly, it does look like your order has been canceled by the seller. Our deepest apologies! Please note that while we take extreme measures to ensure that our orders are successfully fulfilled, cancelations do happen as part of the unique nature of sneaker consignment. Please also be aware that we do reserve the right to cancel orders in our sole discretion.

  We have refunded you in the amount of $200.02 as of 12/23/24. Depending on the policies of your card provider or financial institution, it may take between **** business days for the funds to clear and be made fully available to you.

  Please also note that we don't have any record of you reaching out to our support team. You can reach us by emailing *********************************** Hope this helps!

  If you have any further concerns, please feel free to follow up with our Flight Club support team directly.
  

• Initial Complaint

  Date:01/04/2024

  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 ordered a pair of *********************** fruity people Nikes from the flight club website & the shoes were advertised to be NEW, I received the shoes Jan 4th around 11 am & upon opening the box I noticed a big crease on the left toe & the original fruity pebble shoe laces had been switched out to plain white laces. Im very upset because this is not what was advertised & I feel as if Flight club has taken advantage of me

  Business Response

  Date: 01/11/2024

  Hey there,

  Thank you for reaching out to us here at Flight Club. We are sorry to hear about the trouble you are experiencing with your most recent order. Unfortunately, we were not able to locate an open support request, or Flight Club account associated with the information provided. 

  We do kindly ask that you reach out to us directly via ********************************** and we will be able to take a closer look at this for you.

  We do sincerely apologize for any inconvenience but appreciate your understanding. Should you have any other questions or concerns please don't hesitate to follow up with us directly.

• Initial Complaint

  Date:01/02/2024

  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 placed an order for $139 shoes on 12/15 and now the web site is saying my order does not exist and i cannot reach anyone. I need a refund but the contact information is no longer valid.

  Business Response

  Date: 01/11/2024

  Hello there,

  We are sorry to hear you are having issues locating your order.

  After thoroughly review the picture provided I can confirm you've placed an order with a counterfeit Flight Club website. This is confirmed by the layout of the website, the order number being too along along with their being letters within the order number. Orders from FlightClub will be 9 digits long and will not contact any letters.

  Since the order was not placed with us we sadly are unable to take any action.

  Sorry for any inconvenience caused by this and we hope you have a great day.

• Initial Complaint

  Date:12/21/2023

  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.

  I ordered MB.01 Lo ** black sneakers. The delivery method used was **** There was no notification of package to the door no knock or door bell rang. Package left at door ******** stolen the companies says they aren't responsible. How is it that they are using a reliable service for delivery if my package was stolen whenbi reported it they said they aren't responsible I would like my refund or replacement of the item

  Business Response

  Date: 12/28/2023

  Hey there,

  Thank you for reaching out to us here at Flight Club. We are sorry to hear about the trouble you are experiencing with your Flight Club order *********. At this time, I would be more than happy to look into this for you.

  After further review, I can confirm that our team has shared with you via support request ******** that we are unable to file a missing package claim for your order as there is a proof of delivery from the courier. You can find this information in your *** tracking 1Z3YY4081208697290. 

  With all that information indicated and provided by the carrier, please understand that we dont have a chance to take any further steps and file a claim for your package. I apologize for this sincerely, and I wish we had a better solution for you.
   
  At this time, we suggest first checking with your neighbors or roommates and see if they, by any chance, have accepted the package for you while you were not home. If they didnt, we suggest reaching out to the courier as they would be the only ones to provide you with further possible solutions.

  If all else fails, we do suggest you contact the courier or the police station to seek a possible solution.

  I do sincerely apologize for any inconvenience but appreciate your understanding. Should you have any other questions or concerns please don't hesitate to follow up with us directly.

• Initial Complaint

  Date:12/21/2023

  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.

  Order #********* 12/9/23 Space Hippie 04 'Summit White'SPACE HIPPIE 04 'SUMMIT WHITE'US **** 9 White/White/Summit ********** Platinum Payment *********************** ***** Subtotal $156 Shipping $14.50 Tax $15.99 Order Total $****** I purchased **** Space Hippie 04 Summit ****** **** 9 m and paid ****** using my AmEx card via www.flightclub.com. I have written emails asking when I will get a shipment confirmation, etc. I've emailed their business 2-3 times at ******************************* but no response and they DO NOT list a phone number. I just want a refund. I suspect they are not legit despite what online reviews say they are legit. I need your assistance resolving this matter since they do not respond, despite taking my money.Thank you.

  Business Response

  Date: 12/21/2023

  This complaint id for the online shoe store. We are a food, beverage and dart bar in *******.

  Business Response

  Date: 12/22/2023

  Hey there,

  Thank you for reaching out to Flight Club regarding this issue with your order no. ********* for the Space Hippie 04 'Summit White'. We sincerely apologize for any inconvenience you may have experienced.

  We took a look at your account and we can confirm that this order has been successfully authenticated, verified, and shipped via DHL. Amazing news! You can access details of the delivery by visiting: ********************************************************************

  Sadly, we don't have any record of any support tickets created using your email. Our apologies! If you have any further concerns, you can reach out to us by emailing ********************************** OR you can submit a request here: ****************************************************************

  Have a great rest of your day.