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:02/26/2023

  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.

  Paid $200+ on/around July 19, 2022. *********** size, size 6. Blue, khaki, and white. Shoes were purchased as a gift, so the shoes were not worn/used util school started in mid-August. Only after two days of wearing (by a 16 year old girl, who is very careful with shoes, especially Jordans), the shoes completed ripped (sole separated from entire RIGHT shoe, partially separated from left shoe. Both shoes started to crack, and paint chipped. I message the vendor immediately and was advised of no refund or replacement but could resell on their site. Very disappointed that they could get away with selling an obviously user, defective pair of shoes. Theyre response: If you don't wish to keep the item you have received since the sole was coming off, don't worry, we encourage you to begin a consignment relationship with us so you can list the shoes as used at the price you prefer.That way you'll be able to recoup the money as earnings and place a new order if you desire. You can create a seller account by clicking here I purchased from the online site for Flight Club, but I believe the shoes came from the New york location.

  Business Response

  Date: 02/27/2023

  Hey there!
  
  
  Thank you for your patience as I received and reviewed your BBB inquiry.
  
  After looking into your order: 135483235 I was able to look in to your account and see that you purchased and received your sneakers on 0724/2022. However,  you reached out to us via ticket # ******* on 08/30/2022, explaining concerns with your sneakers and the condition of your sneakers. An agent was able to follow up with you and explained that since the sneakers had been worn and the Flight Club tag had been removed, we were unable to provide a return for the order, per Flight Clubs policies. Please also note that all Flight Club orders are final sale. You can find our policies here:

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

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

• Initial Complaint

  Date:02/24/2023

  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.

  Hi I ordered a pair of shoes from this company only to see on your website it could be fraudulent so I canceled my order within a half hr of ordering if not less and the companys policy gives you 3 hours to cancel and I have time proof emails to confirm that. But every time I contact them they give me a new reason for not giving me my money back and *** contacted my bank and they couldnt help me. The website is very very hard to cancel items after you order and it took me a little bit to find it so if you are not Tect user you would never find it and that alone is wrong. I just dont want this to happen to anyone else. Can you please help me

  Business Response

  Date: 02/27/2023

  Hi there,

  We are sorry to hear about your difficulties canceling order# 838242517, a pair of Air ************ 'Neutral Grey' purchased on 12/08/22 at 5:47am PST for $163.55.

  Regarding Flight Club's cancelation policy, this information was made available to you prior to your purchase on our website. When canceling an order you do have the first 3 hours to do so unless the seller confirms the order first. Your order was placed on 12/08/22 at 5:47 am PST and quickly confirmed by the seller 5 minutes later on 12/08/22 at 5:52 am PST. We have record of your first initial time contacting us via email support ticket# ******* on Dec 08, 2022, ?06:21 am, meaning by the time you reached out the order could no longer be canceled.
   
  Due to this we regrettably will not be providing you with a return for this order. If you do not wish to keep the item you have received, we encourage you to begin a consignment relationship with us by visiting sell.flightclub.com. Our listing tool will walk you through the steps to submit your shoes. You can either ship your shoes to us or drop them off at one of our drop-off locations.
  
  Since a dispute was filed with the bank regarding the refund on 12/14/22  we had to work directly with them to reach a solution.
  
  However, we did not hear from your bank until 2/11/23, where your bank informed us that the dispute had been resolved in our favor, meaning that the disputed amount of $163.55 and the $7.00 dispute fee will be returned to us. Since we won the dispute and your inquiry is outside of our stated policy, we are no longer able to assist with the return request.
  
  We do appreciate your understanding. Should you have any further question in the meantime, please follow up in the email thread (ticket# 10156426) directly.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19493470
  
  I am rejecting this response because:

   it is unreasonable to give you less then 3 hours to cancel and should have to wait at least that long before confirming and should not as a company be able to do so. Code of ethics. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/28/2023

  Hey there,

  Thank you for following up. 

  I'm sorry to hear that you're not completely satisfied with our cancelation policy. Our policy explicitly states, "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."
  
  Please note, when you place an order you are agreeing to our Terms and Conditions and our Privacy Policy.

  I understand that this was not your preferred outcome and for that, I do sincerely apologize. Should you have any other questions or concerns please don't hesitate to follow up with us directly. We would be more than happy to assist you.

• Initial Complaint

  Date:02/22/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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, I placed an order February 14 2023 for womens high ************** OG twist for $184.54. The order is marked as delivered. However, I never received a ship an email and Im lost. *** tried to reach out to the company with no avail. Someone did send me an email confirmation, but that was it.

  Business Response

  Date: 02/23/2023

  Hey there,

   

  Thank you for writing to Flight Club regarding this issue with your order:  901020298. We sincerely apologize for the inconvenience that you have experienced. I would love to provide further insight regarding this issue. After review, I can see that due to a verification hold regarding your payment method on your Flight Club account, our system was able to initiate a refund to your original form off payment for $184.54 on 2/23/23. It usually takes 3-5 business days for the funds to post to your account. I can see that one of our agents has reached out to you with this resolution. 

   

  We deeply appreciate your patience throughout this process. Please feel free to reach back out to our Flight Club support team directly should you have any further questions or concerns. We will be more than happy to help! 

  Customer Answer

  Date: 02/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/17/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ****** ************** ZERO RESTOMOD 'REMIX COLLECTION' 2022 (White/Pink/Black) for $125.42 through Klarna four-part payment program on 2/5 (Order #*********). On 2/17 I was issued a refund for my payment despite never asking for one. When I checked the price of this particular pair of shoes online again, Flight Club was charging 20 percent more for the shoes. Clearly, they refunded me because they could now get more money for the shoes on the market than what I paid for them.

  Business Response

  Date: 02/23/2023

  Hey there,
  
  Thank you for your patience as I received and reviewed your BBB inquiry. We sincerely apologize for any inconvenience you have experienced.
  
  Im happy to provide additional information for your order .546833493 associated with your UNDRCRWN x *** Zero Restomod 'Remix Collection' 2022 sneakers.
  
  Upon review, I can confirm that your order was unable to be completed as a result of us receiving the wrong size which was caught at the time of verification. You ordered an 11 and the shoe we received was a size 13. For that reason we were unable to complete your order.
  
  Please note that we are a sneaker marketplace so each listing is priced by the individual selling the item.
  
  On 2/17/23 you were refunded in the amount of $125.42 at 12:45 pm PST. We apologize for any inconvenience this may have caused you.
  

  If you have any additional questions or concerns; please do not hesitate to follow up with our Flight Club support team directly.

  Customer Answer

  Date: 02/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Air Foamposites from this online company. I ordered a black pair that I paid $426.84. The color on their website is black. However, when I received them they were dark green. This is NOT what I ordered. This was supposed to be a Christmas gift. Here we are mid February and I'm still trying to fight for these shoes. As you can see they are not cheap. I reached out to them, which by the way you can only do via email and they take forever and a day to respond. I told them they sent me the wrong color and they said unfortunately there are no returns. I would understand if it was a mistake on my end but I got the wrong shoes. They then suggested I can list the shoes on their website and sell them and get my money back that way. I did that, shipped the shoes back to them and of course it had no hits. I then unlisted the shoes, paid $29 to have them shipped back and now I can't get anyone to answer me. I'm out of shoes and out of the money I paid for them. This company has been a nightmare to deal with and I'd like my refund. At this point I don't even want the wrong shoes they sent me.

  Business Response

  Date: 02/16/2023

  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! 

  Per our systems, your Flight Club order ********* was for a pair of Air Foamposite Pro 'Sequoia' (****** 304). After further review, I do see here that we sent you the sneakers that were ordered. I understand that they may not have been the color you were expecting however all sales are final.
  

  Since we are consignment marketplace, independent sellers provide the items we offer for sale. As a result we are not able to process returns or exchanges for a different color or pair. For more information regarding our return policy, please visit our FAQ's. Rest assured, we did not want you to feel like you were stuck with these sneakers. If you don't wish to keep the item you have received, we encourage you to begin a consignment relationship with us by visiting sell.flightclub.com. There, you'll will be able to create a submission online to list the item to sell.

  I do see here that your consignment is currently pending withdrawal. Your Item no. 6329410 for the Air Foamposite Pro 'Sequoia' (****** 304) are expected to be shipped out to you soon. Once they've been shipped, you will receive a confirmation and tracking number as shared with you via support request 10107689. 

  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. We would be more than happy to assist you! 

  Customer Answer

  Date: 02/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. As long as I get the shoes asap Im fine. I paid $29 to have them shipped over a week ago and nothing. Send them back asap!!!!
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/15/2023

  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.

  Ordered **** Air Huarache Triple White on 2/10/2023. My debit card and was charged $117.50 for this order (I did guest checkout) but I NEVER received a confirmation number nor a confirmation email. Contacted Flight Club ASAP to let them know what is going on. Flight Club stated that this order might be under someone Elses email address. I stated that email address isn't mine. They then asked for a confirmation number or email (which I never received.) So how can I provide something that I never got from the company. Now they are stating that they can't find my order and the only order they see isn't even my email address, so I don't know what is going on. I sent them a screenshot of my debit card transaction.I then try to create an account using my information and now its stating that I have been "blocked" which I have no idea why because I never ordered from them at all in the past. So, I can't track my order, I was charged on my debit card, I didn't get a confirmation number and they don't have a clue where my order is. I either need to know where my order is so I am sure to know that i am getting my sneakers OR I need a refund of my order so I can get my sneakers somewhere else in time for my vacation. Attached is my Debit card transaction which charge the $117.50 for the sneakers.

  Business Response

  Date: 02/16/2023

  Hey there!
  
  
  Thank you for your patience as I received and reviewed your BBB inquiry.
  
  
  After looking into your inquiry I was able to see that you reached out via ticket #******** in regards to the status of your order. We attempted to locate your order by asking that you provide the following information:

  
  - Sale date(s)
  - Sale amount(s)
  - Last 4 digits of the credit card
  - Description of transaction as it appears on your statement (e.g., G* FLIGHTCLUBXXX#*****)

  You were able to follow up with that information that was requested,  however it was pulling up the details for a different user. You made us aware that this was not your account and we went ahead and continued to follow up with you in order to find the correct order. We were able to locate your order, under order 205403913 and an agent followed up and explained that the order had been shipped and the expected delivery date was 02/16/2023. For your convenience I have provided the tracking information below:

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

  I appreciate your patience and understanding in this matter and if you have any further questions you may reach out to the support team directly via ticket #********.

• Initial Complaint

  Date:02/14/2023

  Type:Sales and Advertising 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 is advertising selling authentic sneakers that they verify. They have sold me 2 replica sneakers. When i spoke to them. They told me that the sneakers are authentic. And i know for a fact they are not!!!

  Business Response

  Date: 02/15/2023

  Hey there,
  
  We are sorry to see that you have had authenticity concerns with the following order from us:
  
  161684782 - Air ********************************************* 2/02/23
  
  These shoes were delivered to you within our typical delivery range on 2/13/23, which was well within the **** business days we state in our purchase policy. Our verification team authenticated these on 2/8/23 during in-person verification and also on 2/15/23 during a secondary examination using the photos you provided of the shoes via email support ticket no. 10085945.
  
  We fully stand by the authenticity of the product. You are welcome to review our ********* of ************ page if you'd like more information on our verification processes. *********************************
  
  For all of our products, we inspect everything from stitching to the label, texture to color and so much more to ensure your product is authentic. Specific to our sneakers, we have built a database of over ****** shoes with manufacturer notes. Every time a shoe comes through for verification, our specialists use these notes as guidelines as they inspect each sneaker by hand.
  
  If we find that anything is not as described, we'll notify you and offer a full refund. However, this was not the case for the order in question.
  
  However, as a courtesy we went ahead and shared a return label with you on 2/15/23 via support ticket no. 10085945 as you were not satisfied with the product. Ultimately, we made an exception to our Return Policy and informed you that your refund would be processed in a full refund of $428.42.
  
  Please kindly note that Item(s) must be shipped to us within 3 days of receiving your Return Label. Once the package has arrived at the Flight Club facility it will be inspected to ensure it is the same quality as when purchased.  Once we have ******************** the package, we will issue your refund and a confirmation email will be provided to you. Please allow 3-5 business days for the funds to reappear in your account.
  
  We do appreciate your understanding. Should you have any further question in the meantime, please follow up in the email thread no. 10085945 directly.
  

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Placed an order on flight clubs website for a pair of shoes, I was CHARGED $160.50 total and Ive yet to receive the item.I keep being told theyre on the way, but they clearly dont state that theyre coming from *******? I want a FULL refund please. Ill order the shoes elsewhere. Never will order anything from them again! Sad site

  Business Response

  Date: 02/14/2023

  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 446275226. At this time, I would be more than happy to look into this for you.

  As shared with you via support request 10095249, we want to assure you that we do not sell, accept, or handle fake products, grey market items, or factory variants. We guarantee that everything you purchase from Flight Club is authentic. Please note, were a global sneaker marketplace. In addition to our Retail Stores, we have facilities all over the world including *****************, ************* in Asia, ****** in Europe, and so on. All orders will continue to go through our rigorous verification process in one of our facilities to ensure your sneakers are authentic and as described before being sent to you.
   
  Please note, according to our system record, your order was confirmed by an international seller, who sent the shoe to our facility in ****** for verification. It explains why it's shipped from *******.
   
  Meanwhile, we can see your order was verified by our specialists on Feb 08 and your package is currently in transit with ****** Here is the tracking information for your reference: 394370627889. Rest assured, ***** expects to have your sneakers delivered by the end of the day today. At this time, due to the restrictions of our system, we are unable to cancel this order. For more information, please visit our FAQ.
   
  However, we are always striving to provide you with a satisfactory solution. At this time, I am glad to offer you a standard return as a one-time exception. Please kindly reach back to us within 3 days once you receive the package, and then we will be able to help you walk through the return process by providing a pre-paid return label at that time.
   
  Once received and approved the return, we would process a refund minus initial and return shipping costs to your original payment method. The estimated refund amount is $131.50. Please allow 3-5 business days to reflect in your account.

  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 follow up with us directly. We would be more than happy to assist you! 

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  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.

  I received my product that I ordered in a 9 1/2 but when I receive the product its a 8 1/2 and 9 1/2 shoe. Which is a problem in itself, but it also makes you say, are yall sure yall verifying the shoes because if youre verifying the shoes making sure theyre real taking time to put your tag on it. How did you not catch that the shoes were two different sizes? To make matters even worse the flight club tag is on the 8 1/2 shoe. Talk about ******* through the job. I do not trust this company and no longer plan on doing business with them. I would just like a refund and be done with this whole thing.

  Business Response

  Date: 02/09/2023

  Hey there,

  Thank you for reaching out to me here at GOAT. I'm sorry to hear about the trouble you are experiencing with your GOAT order 485803703. 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 provided you a return label via support request 10075547 to have these sneakers returned. Once we receive and process your return, you will receive a full refund back to your original payment method. 

  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. We would be more than happy to assist you.

• Initial Complaint

  Date:02/06/2023

  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.

  This complaint regards a complaint that was just closed (complaint #********). I returned the shoes as indicated in your resolution without the box, as discussed, for the discounted refund of $82.50 (out for the $111.50 I spent on the shoes). Flight Club issued a shipping label to use and offered the $82.50 knowing there would not be a box. Based on the above the complaint was closed. I returned using the issued shipping slip and lo and behold, the company sent me an email saying I could not return the item because it did not include the box. We came up with a solution, as spelled out in case ******** and are going against what we agreed upon. I therefore need to reopen the case.

  Business Response

  Date: 02/09/2023

  Hey there,

  Thanks so much for following up with us!

  Upon review, we can confirm that your return was sadly denied due to the missing box. We're sorry for this oversight as our usual process does not include allowing a return without the box, which we did as a courtesy. We'd be happy to refund you, as promised, however we are unable to do so with an active dispute. If you'd like to remove the dispute with your financial institution, we can issue the refund. If you'd like the dispute to remain active, you can await the investigation conclusion which can take up to 90 days.

  Thanks so much for your understanding.