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:07/30/2024

  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.

  They told me that they were brand new shoes we bought them for $300 then they said that they have a hole in them and now they won't text us or write back an email and they don't have a phone number

  Business Response

  Date: 07/31/2024

  Hey there!
  
  Thank you for reaching out about Flight Club order no. *********. We apologize for the inconvenience you are facing. 

  After a careful review, it looks like the original seller shipped the item with a bad condition box. As a result, the order was issued during verification since we want you to receive the item in good condition.
  
  A replacement seller search was initiated by our system so we could find you another pair in good condition and this search was successful. A replacement pair was found for the Air ****** 3 Retro SE 'Unite - CHI Exclusive'. 

  Because your sneakers come to us first for authentication, the expected delivery for domestic orders is 7-10 business days. The time frame is typically 3-4 days for your seller to ship to us, 1-2 days for authentication, and 3-4 days to ship to you. 
  
  I see that your order has been dropped off at our warehouse, however it has not been processed through our authentication team yet. Please allow a couple more days for verification
  
  Due to the volume of orders we receive daily, your order may be marked delivered by the courier before our team processes the inbound delivery and confirms receipt. Once received here, your item(s) will be verified by our specialists for both authentication and condition. 
  

  Rest assured we will contact you immediately if there are any issues along the way. 

  We will send you a tracking link for your order as soon as the shoes are verified and sent out to you!

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22065355
  
  I am rejecting this response because: They tried to charge me twice 29 dollars for a retrieval fee. They refused to send to me until paid. They also have sold me two used shoes claiming to be new

  
  Sincerely,
  
  Bric ********

  Business Response

  Date: 08/11/2024

  Hey there!
  
  Thank you for reaching back out with your concerns.
  
  For US sellers, the retrieval fee is typically $29 USD per item, which covers the cost incurred by Flight Club for the inbound prepaid shipping label as well as the cost to ship the item back to you. 
  
  Your submissions #******* and #******* have been submitted for withdrawal. As per Flight Clubs seller policy, the withdrawal fee is required to have your consigned items shipped back to you. This fee cannot be waived.
  
  For more information, please review the terms and conditions found here: ************************************************************;
  
  After a careful review, it looks like the withdrawal request was submitted on 07/25/24 for the Air ****** 4 Retro 'Red Thunder' and our team is currently processing the return. The withdrawal request for the  NikeCourt Vapor Lite 'Obsidian Hyper Pink' was submitted a few days later on 08/02/24 and our team is currently processing the return. 
  

  We will follow up to confirm once your item's have been shipped. Once the packages are scanned by the courier, we'll send you an email containing the tracking links for the returns.
  
  Rest assured we will contact you immediately if there are any issues along the way. I hope this helps explain! We appreciate your patience and understanding. 

• Initial Complaint

  Date:07/22/2024

  Type:Billing 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 was double charged for my purchase. They charged my card without permission on two separate days. I only reordered and received one pair of shoes.

  Business Response

  Date: 07/23/2024

  Hey there!
  
  Thank you for reaching out about order no. *********. We apologize for the inconvenience you are facing. 
  
  After a careful review, it looks like you attempted to place an order for the Dunk Low SB ******************* on 06/20/24 1:35pm PDT. This order did not go through due to an error capturing the payment.
  
  This resulted in creating pending Flight Club order no. *********, which is set to be voided from the system. The transaction "FLIGHTCLUB771#*****" for the amount of $183.56 did not go through and should fall off your bank statement within 3-5 business days, depending on your financial institution. 
  
  Sometimes banks will hold any pending funds during a voided transaction due to their internal system processes. Rest assured, this charge was not successful. You may contact your bank directly for more information on voided/pending charges. 
  
  Then on 06/21/24 11:26am PDT, you placed a new order for the same shoes which resulted in order no. *********. This transaction is "FLIGHTCLUB698#*****" which was successfully placed and the shoes for this order was delivered to you on 6/27/24 at 1:22 PM via *****.
  
  At this time, it looks like you have disputed order no. ********* with your financial institution for non-receipt of the item. Please note that we have confirmed with ***** that this package was delivered with a proof of delivery photo provided.
  
  To summarize, order no. ********* was unsuccessful and voided while order no. ********* was successful but you disputed it.
  
  We do see an agent advised you through support ticket no. ******** that the pending charge was going to fall off your bank statement. But since you have chosen to file a dispute despite the information provided, we can no longer continue with assisting you as we will now work directly with your financial institution moving forward. Please note that open disputes can take up to 90 business days. During this period, Flight Club is unable to take any action on the order as it can cause discrepancies with the investigation.
  
  I hope this information was able to explain the situation for you. 
  
  We appreciate your patience and understanding. Thank you again for contacting Flight Club.

• Initial Complaint

  Date:07/16/2024

  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 purchased sneakers from flight Club and the sent me fake merchandise and refuse to help me after i watied over 30 days for fake merchandise now my bank is in the negative This is a follow-up to your previous request #******** "Re: FAKE MERCHANDISE"I really don't appreciate the fact that flight club l club robbed me by saying these shoes was authenticated and I know for sure it wasn't it sat in the same place for over 25days and the shoes was falling apart how could that be verified wasn't flight club supposed to stop the sale because the quality wasn't good at all this is very wrong and I should be given my money back please help me they are being very evasive

  Business Response

  Date: 07/17/2024

  Hi there!
  
  Thank you for reaching out about order no. *********. We apologize for the inconvenience you have faced at this time. 
  
  I have taken a look into order no. ********* for the Air ****** 11 Retro Low IE GS 'Referee' and can confirm this item was purchased as a Final Sale item. 
  
  When purchasing vintage shoes, we wish to be transparent with our buyers and therefore, the listing displays The sneaker is vintage and may not be suitable for wear due to age. Seller photo were also provided so that you could accurately make a decision to move forward with the purchase. 
  
  Upon further review, we can confirm the seller provided a photo of the shoe clearly showing slight sole separation. Please note that the ****** 11 Retro Low IE GS Referee was released in 2015, making the shoes roughly 10 years old. 
  
  These products are typically recommended for collectors as they may no longer be wearable. We always advise our customers to exercise caution when purchasing vintage sneakers. The mentioned issues are a result of natural aging and are unavoidable. Due to their age, 'Vintage' sneakers should not be expected to be in flawless condition.
  
  Buyers are responsible for agreeing to our terms and conditions prior to checking out. This means, you are responsible for reviewing a listing and understanding the item condition prior to placing the order. All of the information was provided on the product page and a Flight Club agent provided additional information via support ticket no. 14967238.
  
  At this time, we will not be able to make any exceptions for this order. We apologize for the inconvenience. 
  
  We do see that you also filed a dispute with your financial institution. Unfortunately, Flight Club is unable to take any action when a dispute is opened. Please keep in mind that disputes can take up to 90 business days for a resolution.  Since you have taken this route, you will have to work with your bank directly moving forward.
  
  Thank you again for contacting Flight Club. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21999704
  
  I am rejecting this response because:they are lying a picture was never provided at no point and time plus my sneaker sat in customs for 30 days and they are fake *************************** never made these sneakere
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/18/2024

  Hi there!
  
  Thank you for the response.
  
  The Air ****** 11 Retro Low IE GS 'Referees was verified for authenticity on 05/01/24 by a Flight Club specialist. We can confirm the shoes are authentic and raise no red flags. As for the images of the shoes, we can confirm the seller photos were available on the product listing page. Interested buyers had the opportunity to review the item before making a purchase.
  
  Since this is a Vintage Item, the seller provided photos of the shoes, including a close up image of the slight sole separation. This detail was also available in the product description under Buy New. The product listing stated Due to age, these sneakers may not be suitable for wear and will have additional defects to review and then next to this description is a link that says View. When you click on View, the seller photos are available of the shoes. 
  
  To address the manufacturing claims, we wish to inform you that the Air ****** Retro 11 Low IE GS Referee released in September 2015 in an all-black colorway that gives the shoe its name. Back in 1996, when the 11 Low IE originally released, this colorway was said to be designed for *** referees, whose dress code stipulated black shoes on the court.
  
  We apologize for the delay in receiving your order. Our FAQ states that in some cases it may take up to 30 days for Flight Club to receive, review and ship an item to you. Since Flight Club is a consignment marketplace, delivery times are estimates and not guaranteed due to the verification shipment process. Please note that responsibility for knowledge gaps lie with the individual and not Flight Club. Individuals are abiding by the agreed terms upon ordering and Flight Club is not responsible for any shortcomings.
  
  At this time, you have filed an open dispute with your financial institution. As a result, you will have to work with them directly moving forward as Flight Club is unable to take any action on the order during this time. 
  
  Again, we apoligize for the inconveneince this has caused you and appreciate your understanding. Thank you again for contacting Flight Club.

• Initial Complaint

  Date:07/02/2024

  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.

  The date of the transaction occurred on 6/25/24. I ordered a pair of shoes from Flight Club and I was told that they would be delivered on 6/29/24. I have yet to receive my shoes, I wasnt provided with any information on who the seller was to contact them in regards to this issue and I still dont have any tracking information on my order. Not to mention that I wasnt told that my shipment would be coming from ********* and it wasnt going to be delivered by the date that I was promised. I needed the shoes by 7/3/24 thats why I ordered them. I am requesting a full refund of $210 because this was false advertising and I feel like Ive been scammed out of my hard-earned money. The ad was listed and seen on the Flight Clubs website, not to mention that the price of the shoes has decreased since I ordered them. The business has not tried to resolve the problem. They committed to providing me with a product by 6/29/24 and they failed to do so.

  Business Response

  Date: 07/03/2024

  Hi there!
  
  Thank you for reaching out in regard to order no. 402034187 for the Rivalry Low ********************* We apologize for the inconvenience that you have experienced.

  We kindly want to clarify that Flight Club is a global ship-to-verify consignment marketplace meaning independent sellers provide us with the inventory listed for sale and the stock is not directly owned by Flight Club.

  Since your product will come to us for authentication first, orders typically take 7-10 business days (M-F) to get to our domestic customers. That is 3-4 days for your seller to ship to us, 1-2 days for authentication, and 3-4 days to ship to you. Please note that delivery times are estimates and not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.

  Order no. 402034187 was placed on 06/25/24 and the current estimated delivery date is 07/08/24, which is the 9th business day. However, depending on the courier the delivery time may change. 
  
  Your order is within the shipment timeframe and there have been no delays. We have also confirmed that email updates were sent to the email used to place the order so that you could follow along with the order status. 

  I hope this information helps explain. We appreciate your patience and understanding during this time. Thank you!
  

• Initial Complaint

  Date:06/24/2024

  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.

  On June 6, 2024 I ordered a pair of ****** 11 Low Space Jams from Flight Club. In my order I requested that the shoes be authenticated before they were sent to me. The way flight club works is that you have a choice to have them authenticated or not. When the shoes are authenticated you get a flight club tag on the shoes. I have ordered many shoes from flight club and they all come with a tag. I ordered the shoes and they were delivered. I noticed on the box that the shoes had a shipping tag from overseas on it. When I opened the box the shoes were in there but there was no flight club tag. I then believed that the shoes had not been authenticated because there was no flight club tag. I immediately contacted flight club customer support. In my email I told them my concerns about the authenticity of the shoes. I also told them that there was no shoe tag on the shoes from flight club. I told them I asked for the shoes to be authenticated by them and questioned why the shoes were not authenticated. They gave me a answer that sometimes they allow shoes to be shipped directly to customers from some of their "trusted" vendors without authentication. The asked me to send them pictures of the shoes. I sent a lot of pictures of the shoes. My wife happened to by me a pair of the same shoes from flight club for fathers day so I was able to compare the real shoes from the fake shoes. She also got them from flight club but the shoes she ordered had the flight club shoe tag on them. I don't want a refund I want flight club to make this right by giving me a real pair of shoes. in the pictures attached the real shoe had a gray insole and the fake shoes have a with insole. The real ones have a stiffer insert and the fake ones have floppy insert. The shoes I received are fake!!!!

  Business Response

  Date: 06/24/2024

  Hey there,
  
  Thank you for reaching out regarding order no. *********. We deeply apologize for the inconvenience that you have experienced.
  
  After a careful review of your support ticket no. ********, we are sorry to hear about your concerns regarding the items authenticity.
  
  Flight Club is a ship-to-verify consignment based marketplace, this means that independent sellers provide the items listed for sale and the stock is not owned by Flight Club.
  
  Some sellers will consign their items at one of our warehouses, others will ship the item to us for verification at the time of the sale, and then we have our retail partners who are able to ship directly to the buyer without having to ship the product to Flight Club first. 
  
  The Air ****** 11 Retro Low 'Space Jam' was shipped from one of our trusted retail partners. Since this was shipped from a retail partner, there is no Flight Club hangtag because the item did not come from a Flight Club warehouse. Although this item is shipped directly from the seller, we fully stand by the authenticity of the product. Very few sellers are allowed the privilege of selling direct to buyerstheir products and status have been vetted to ensure quality and authenticity.
  
  You are welcome to review our Assurance of Authenticity page if youd like more information on our verification processes. 
  
  The shoes you have received were re-reviewed based on the photos you provided and our team has confirmed the authenticity of the item. Our team stands by this conclusion and will not alter the results at this time. We apologize for the inconvenience this has caused you.
  
  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 will be able to create a submission online to list the item to sell. In this way, you can list the item for sale to recoup your funds. 
  
  We appreciate your patience and understanding. Please let us know if you have any additional questions.

• Initial Complaint

  Date:06/21/2024

  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 made an error purchasing shoes online from this terrible business, They mailed me DEFECTIVE already used and returned shoes for $154.00 same day I received them I requested a return label as the mailed me returned junk missing the zipper piece. I had to take 100 photos to prove they dont do any quality checks on their shoes. I drive 20 miles to FED EX and 1 week later Fed ex return them back to my house saying these imbeciles return it back to me so they can STEEL my money. Its a game I am going to have to file a civil suit over 154 bucks give them an F- rating

  Business Response

  Date: 06/23/2024

  Hey there!
  

  Thank you for reaching out regarding order no. *********. We deeply apologize for the inconvenience that you have experienced.
  
  After looking into this claim, it looks like you have disputed the order with your financial institution. Since you have taken this step, we will move forward working directly with them. Please note that open disputes can take up to 90 business days.

  Moving forward, you will have to work with your bank directly as Flight Club is unable to take any actions on an order that is being disputed. 
  
  We apologize for the inconvenience this has caused you and appreciate your understanding. Thank you again for reaching out. 

• Initial Complaint

  Date:06/20/2024

  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 on May 10, 2024 for shoes that priced $184.84. The following week I received an email stating order was canceled due to shoes no longer available. Email also stated refund would go back to card within 7 to 19 business days. After required days I emailed regarding refund but no correspondence back regarding email just a generic email. As of today 06/19/2024 I have not received refund and not able to contact representative regarding this matter.

  Business Response

  Date: 06/20/2024

  Hey there!
  
  Thank you for reaching out regarding order no. *********. We deeply apologize for the inconvenience that you have experienced.
  
  We are sorry to hear you could not locate your refund for order no. ********* yet. After a careful review, we can confirm a refund of $184.84 was successfully processed back to your original payment method. For this purchase, it looks like you used the MasterCard ending in 4667 as the payment method. 

  I double-checked this transaction in our payment system and can confirm that the funds were successfully refunded to you. We've confirmed with card issuers that banks do have the refund reference numbers (ARN) we use and give out, so the existence of one they provided to us is positive proof that the bank received a refund on their end.
  
  The ARN for this refund transaction is: 8230 5094 1340 0002 2930 038

  At this time, we would again recommend reaching out to your financial institution to check further into your refund options as our records show the full amount was refunded. If you encounter difficulties, we can offer further assistance once we have received documentation from the bank confirming either the refund was rejected or they only received a partial refund.
  
  I hope this information helps! If you require additional assistance, please create a support ticket through our platform or email ********************************** directly. 
  
  Thank you! We appreciate you and your business.

• Initial Complaint

  Date:06/17/2024

  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 sneakers and the carrier they used left the package outside my apartment building near a train station. Because of the drivers negligence it was stolen. I cant file a claim with ***** because Im not the sender. Flight Club needs to do it but they disregard my emails. As you can see in the picture other carriers leave their packages in the hallway securely.

  Business Response

  Date: 06/20/2024

  Hi There!
  
  Thank you for reaching out regarding order no. *********. We deeply apologize for the inconvenience that you have experienced.
  
  After a careful review, we have confirmed with ***** that your package was delivered on Monday, 05/13/2024 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.
  
  It also appears that you have also filed a dispute with your financial institution. As a result, Flight Club is unable to take any further action or response toward this order as we will work with your bank directly moving forward as to not hinder the investigation process. Please be advised that open disputes can take up to 90 business days. 
  
  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: 06/20/2024

   
  Complaint: 21854558
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/23/2024

  Hey there!
  
  Thank you for the reply. 

  At this time, the dispute you submitted with your financial institution is being reviewed by the bank. Open disputes can take up to 90 business days and Flight Club is unable to take any action on an order during the dispute process as to avoid any discrepancies that *** hinder the investigation. 

  Moving forward, please work with your financial institution directly for a resolution. 

  We apologize sincerely for any inconvenience this *** cause you and thank you for your patience and understanding. 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21854558
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/05/2024

  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.

  So a pair of jordans were released on may 12 or somewhere around there so i went on flightclub site and purchase a pair full price new release price fine i receive the shoe i look and the inside tag say November 2023 upon doing my research because i own lots of ****** the date was not the day that ahould be inside the shoe the new release date is 2024 the shoe is fake and this company guarantee authenticity i just want a refund for these shoes and they need to be help accountable for this

  Business Response

  Date: 06/10/2024

  Hey there!
  
  Thank you for reaching out regarding order no. *********. We deeply apologize for the inconvenience that you have experienced.
  
  After a careful review of the photos you have provided via support ticket #********, our verification team has confirmed the shoes you received are authentic. 

  Please note that the manufacturing date is what is printed on the inner size tag. The manufacturing dates and the release dates are different since the item is produced prior to the release. While the shoes were officially released to the public on 05/18/2024, the shoes were manufactured on 11/15/23 | 11/28/23.
  
  It is not uncommon for shoes to have 2 separate manufacturing dates since the upper and the sole are constructed at different warehouses. For more information on this process, we recommend contacting **** directly. 
  
  Since the shoes raise no red flags with our verification team, we will follow our current policies and all sales are final. If you do not wish to keep the shoes, we recommend signing up to become a seller and listing the item for sale. In this way, you can sell the shoes to recoup your funds.
  
  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.
  
  We apologize for the inconvenience this has caused you and appreciate your understanding. Thank you again for reaching out. 

• Initial Complaint

  Date:05/15/2024

  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 placed an order on 4/29 for a pair of sneakers. On that day I was told the sneakers would be shipped to flight club for verification. On 5/3 I received an email reiterating that the sneakers were shipped to flight club for verification and that I would receive a tracking number after the sneakers have been verified. Since then there has been no update, so I contacted customer service via email. The representative told me that the sneakers were never received by them for verification and mustve gotten lost when it was shipped to them. I asked for a full refund and to cancel the order because its outside of the 10business day window that they set, and I bought the sneakers for an event for my wife, so really they are now useless. The rep told me she needs to further investigate and hasnt responded to any email since. Flight club does this thing where you cant cancel an order once the seller ships to them for verification, so they say that its being shipped before they even find the shoe, in a bid to lock you into the sale. Its very manipulative and its border line scamming. I dont understand why an investigation into why they didnt receive the shoe from the seller would warrant them not issuing me a refund and no one is explaining it to me. The easiest solution is just to refund the money in full, cancel the order, then deal with the investigation on their time, not mines! After several emails, flight club has now gone unresponsive. I even opened a 2nd complaint ticket because I anticipate that theyll tell me the representative hasnt been at work, but they havent responded to the 2nd complaint outside of the automated message assuring that theyve received it. This has been a large inconvenience and flight club has tried this tactic with me more than once.

  Business Response

  Date: 05/15/2024

  Hi there!

  Thank you for reaching out regarding order no. *********. We deeply apologize for the inconvenience that you have experienced.

  We kindly want to clarify that Flight Club is a ship-to-verify consignment marketplace meaning independent sellers provide us with the inventory listed for sale and the stock is not directly owned by Flight Club. 
  
  Since your product will come to us for authentication first, orders typically take 7-10 business days (M-F) to get to our domestic customers. That is 3-4 days for your seller to ship to us, 1-2 days for authentication, and 3-4 days to ship to you. Please note that delivery times are estimates and not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.

  A review of your order details show that the item was unfortunately lost in transit on its way to Flight Club from the seller. When an item is lost, there are procedures we must take internally before we can process a cancellation and refund. We understand having to wait during this process can be frustrating and we do apologize for the inconvenience this has caused you.
  
  A full refund of $163.90 has been processed back to your original payment method. I hope this helps.

  Thank you again for your patience and understanding during this time. Have a nice day.

  Customer Answer

  Date: 05/15/2024

   
  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,
  
  *****************************