Business Profile

Retail Shoes

The Finish Line, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Finish Line, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

545 total complaints in the last 3 years.
152 complaints closed in the last 12 months.

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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:07/24/2025
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.
I ****** **** placed an order on July 7, 2025 of Air ****** Retro 5 size 8 in men and a size 13 ****** 1 Low billed for $303 with last four of card 8528 the order number was **********.Upon receiving item one box came with only the pair of ****** 1 Low.The men size 8 Air ****** 5 size 8 was not in the box.I called them they told me they would send me a replacement with replacement number X594970386. Upon calling for over a week spending an hour or more daily with customer service they tell me I cant get a refund contact **** because they were shipped.I contact *** they said there was only one box delivered contact the shipper.This is the most horrible customer service and their customer service representative or very rude.All I wanted was the shoes that I paid for.I am requesting refund of $235 from that order.This is stealing from a customer. Prior to this I placed an order on July 3 with order number ********** for a pair of Air ****** Retro 5 size ******************************************************************************** 1118.They gave me a replacement order number ************* took two weeks to receive my replacement shoes on this order which was resolved in a very long timely manner.Obviously, there is a problem with your workers in shipping.They are not fulfilling the customers orders properly and making sure all items are shipped. Finish Line has the worst customer service and doesnt want to resolve the mishandling of products to customers.If I go in your establishment and steal I will go to jail.But when yall sending one shoe in one order in the other order yall send just one pair of shoes.I have spent too much money for this company to steal from **** ask that you refund my $235.00 ending with card 8528.I can be reached at ********** and email is *********************** Thank you so kindly ****** ****
Business Response
Date: 07/28/2025
JD Finish Line
*********************
************, IN 46235
July 26, 2025

****** ****
*********************************************
Daytime Phone: **************
E-mail: *****************************

Ref: 23651141

Dear ****** ****,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize that you did not receive your package for order #***********. We contacted you at the provided phone number ************** on July 26, 2025, to discuss our findings.

After reviewing your order notes, we regret to inform you that JD Finish Line is unable to approve a refund or replacement for you at this time. Please check the surrounding area, or with your neighbors and household members. If you still cannot locate the missing item, we recommend contacting the carrier or your financial institution for further assistance. To avoid similar issues with future purchases, you may consider selecting in-store pickup or requesting that packages be held at a **** ****, or ***** location.

If you have any questions, please reply to the email sent to *****************************.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department

Customer Answer
Date: 07/28/2025
Upon me reaching out to BBB I didnt submit proof of receipt.Therefore I have attached the receipts paid for ******** well as this company replying back to me saying I was not charged for this item and I was.If I have to get an attorney I will do so because they will not hold my money for an item I did not receive.There are hundreds of complaints with the same matter I have with Finishline Inc.I hope this company receive a class action law suit from every customer that has experienced theft from this ********** courier is not responsible for the business to ship out one pair of shoes when I ordered two upon me reaching out to courier they told me ******** is liable and contact them back.I want my refund thats all.Customer Service Representatives or horrible like the company.I suggest nobody to purchase from them if they cant hold their employees responsible for placing all items in box.I will pursue further action if needed.Thank you so kindly ****** ****
Customer Answer
Date: 07/28/2025
Upon me reaching out to BBB I didnt submit proof of receipt.Therefore I have attached the receipts paid for ******** well as this company replying back to me saying I was not charged for this item and I was.If I have to get an attorney I will do so because they will not hold my money for an item I did not receive.There are hundreds of complaints with the same matter I have with Finishline Inc.I hope this company receive a class action law suit from every customer that has experienced theft from this ********** courier is not responsible for the business to ship out one pair of shoes when I ordered two upon me reaching out to courier they told me ******** is liable and contact them back.I want my refund thats all.Customer Service Representatives or horrible like the company.I suggest nobody to purchase from them if they cant hold their employees responsible for placing all items in box.I will pursue further action if needed.Thank you so kindly ****** ****
Customer Answer
Date: 07/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Upon me reaching out to BBB I didnt submit proof of receipt.Therefore I have attached the receipts paid for ******** well as this company replying back to me saying I was not charged for this item and I was.If I have to get an attorney I will do so because they will not hold my money for an item I did not receive.There are hundreds of complaints with the same matter I have with Finishline Inc.I hope this company receive a class action law suit from every customer that has experienced theft from this ********** courier is not responsible for the business to ship out one pair of shoes when I ordered two upon me reaching out to courier they told me ******** is liable and contact them back.I want my refund thats all.Customer Service Representatives or horrible like the company.I suggest nobody to purchase from them if they cant hold their employees responsible for placing all items in box.I will pursue further action if needed.Thank you so kindly ****** ****

Regards,

****** ****

Business Response
Date: 07/30/2025
JD Finish Line
*********************
************, IN 46235
July 30, 2025

****** ****
*********************************************
Daytime Phone: **************
E-mail: *****************************

Ref: 23651141

Dear ****** ****,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email after attempting to contact you by phone at ************** regarding the Better Business Bureau complaint you filed for a refund request on Order ***********. I was unable to speak with you; therefore, I am following up via email at *****************************.
Unfortunately, we are unable to approve a refund or replacement request for your order at this time. We reserve the right to approve or deny requests as needed. If the shipment tracking status indicates "Delivered" but you cannot locate the shipment, please note that JD Finish Line is not liable for items that become lost or stolen in these circumstances.
Please consider contacting the carrier or your financial institution for further assistance. To prevent this from happening with your future purchases, it is recommended that you choose in-store pickup or have packages held at a ********** or ***** location. If you suspect that the package or its contents may have been stolen, please file a police report with your local law enforcement. It is under your discretion which legal action to take.
If you have any questions, please reply to the email sent to *****************************.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department

Customer Answer
Date: 07/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
I ****** **** keep getting the same message saying that Finish ********* in reference to complaint ********. Nobody has attempted or tried reaching me via **********. They lie about calling you and refuse to refund my money for merchandise I have never received. I reached out to *** Ex they said it's not their responsibility that the company didn't not ship all of my merchandise and that Finish ********* is responsible. I have been fighting with this company almost two weeks and they are refusing to refusing my money since denying reshipment of merchandise. I have contacted my financial institution to resolve this matter with Finish ********. If it isn't resolve by my financial institution I will take action by seeking an attorney and pursuing a lawsuit against the company. There are hundreds of people with the same complaint as my complaint. The company will not accept accountability for their error and abide professional customer service and knowing the customer is always right. I would not recommend shopping with this company because they are thieves that have stolen various people money when the customers haven't received their merchandise. Thank you so kindly ****** ****

Regards,

****** ****
Initial Complaint
Date:07/23/2025
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.
Order #*********** I ordered 2 pairs of shoes on 7/3. On 7/11 I received only one pair of shoes. I called on 7/12 the *** submitted a ticket for the shoes I was missing to be shipped. On 7/16 I received an email saying that they will not ship out the pair of shoes which is the 4.5 because it shows it was delivered. However I only received one tracking number. If you look at the box my the shoes was shipped you can clearly see it will not fit both box of shoes. So I do not believe they did a complete investigation. Not only that this is the second time that this has happened where I only get the size 1 & not 4.5. This is absolutely ridiculous. Im not asking for a refund Im asking for the shoes that I purchased if it is still in stock which it should be as it is on the website. The box you guys shipped my shoes in can clearly not fit a size boy 1 & boy 4.5. I called JD sports finish line again on 7/16 and the *** even stated on a recorded line that she can clearly see that 2 pair of boys shoes cannot fit in the box. She opened a ticket for another review. Ive also emailed only to get an email today on 7/23 telling me that this has already been reviewed and I need to check with my neighbors or someone in my house. Now I feel like the company is stealing. I also reach out on ******* and received a message from R.C who gave me a new order number X594877218 and I advised I will receive a new tracking number and receive the shoes in 4-6 days. I have not received a tracking number but I did receive an email that ****** me off advising that this has already been reviewed. This is down right stealing. I will attach a picture of the box received that with one tracking number and I was suppose to receive 2 pair of shoes in a tiny box. You have to be kidding me. I expect for this to be rectified and seeing as this is a common issue you would think I wouldnt have to go through this to receive a pair of missing shoes I purchased.
Business Response
Date: 07/29/2025
JD Finish Line
**************************;
************, IN 46235
July 29, 2025

******** *****
********************
*******, *******; 77092
Daytime Phone: **************
E-mail: **********************************
                                                                                                                                    Ref: 23646093
Dear ******** *****,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email after contacting you at ************** concerning the Better Business Bureau complaint filed for order #*********** you ordered 2 pairs of shoes on July 2, 2025, and delivered on Friday, July 11, 2025 at 3:19 P.M.. You stated that you received only one pair of shoes in the box item PC1000SP 736 size 1.0. I apologize that you had to experience this. As our valued customer, to make this up to you, we have issued a refund for $75.78 back to your Master Card ending with 9284 on July 26, 2025. Please allow 3-5 business days. If there is anything I can do for you, please do not hesitate to contact me.
I sincerely apologize for the less-than-positive experience and the inconvenience we may have caused you.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department

Customer Answer
Date: 07/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
******** *****
Initial Complaint
Date:07/20/2025
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.
On 7/19/25, I visited the *************** SC location. I needed to return 2 items from order# ***********, placed on 7/15/25 in the amount of $234.35. When I approached the location at approximately 7:40 - 7:45 pm, I noticed the gate was closed. I saw shoppers and a few people standing at the register. Myself, along-with other consumers were confused as to why the location appeared to be closed before closings time. I gently moved the gate to get their attention and was immediately told that their register was closed. I asked what time they closed and the female confirmed 8 pm. I said, but it is 7:45 pm. So you're closing 15 minutes early. She said, yes. I drove across town, wasted gas, only to be told that they will only be servicing the other 2 customers but told me that I needed to come back tomorrow and refused to service me. I asked for her name. She stated her name was ******, the manager. I was treated very poorly. ******, is very unprofessional. I will not be making a second trip to the location to return these items. I attempted to return the items and they refused to provide services, I was sent out the door. I wasted my time and gas. The location hours clearly stated 8 pm closing. I am requesting a refund for the above item.
Business Response
Date: 07/21/2025
JD Finish Line
*********************
************, IN 46235
July 21, 2025

****** *****
****************
****************, *******; 29420
Daytime Phone: **************
E-mail: *************************

Ref: 23626245

Dear ****** *****,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize that the ********* store located at *************** closed earlier than expected, and you were not assisted. On July 21, 2025, we attempted to contact you at the phone number **************, but were not able to reach you.
Your concerns regarding the inability to return your purchase during open hours have been forwarded to our Store Operations Team. Please allow ***** hours for a follow-up call. We will follow up with you as well to ensure you receive this response. In the meantime, all items need to be returned before a refund can be issued. You are welcome to return the items by mail using the ***** label we sent to *************************.
If you have any questions, please reply to the email that was sent to *************************.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department
Initial Complaint
Date:07/19/2025
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 ****** shoes for my son on 06/08/2025. They were too small so I put in for a return and refund on 07/10/2025 and as of 07/19/2025, I have been trying for over a week to return these shoes to ***** locations that will not accept my return, I have tried to contact finish line numerous times to return these shoes and I have waited over **************************************************************** I have never dealt with a business making it so hard to return an item for a refund. I still want to return my item at the nearest location so that I can get a refund.
Business Response
Date: 07/22/2025
JD Finish Line
**************************;
************, IN 46235
July 21, 2025

******* *******
VA 23321
Daytime Phone: **************
E-mail: **********************************
                                                                                                                               Ref: 23624805
Dear ******* *******,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email after speaking with you on July 21, 2025 at ************** concerning the Better Business Bureau complaint filed for the return of order *********** placed on June 8, 2025. Our records show that your first contact to Finish LIne customer care was on July 19, 2025. The ***** return label was sent to your email address as requested on July 19. 2025. In a review of tracking ( ************ ) there is still no movement on the return. JD Finish Line has a 45 day return policy and returning them through a carrier at this point will arrive past the 45 day policy and is subject to be returned back to you. I would strongly suggest returning the shoes to a JD Finish Line store before July 23, 2025 for review of the product and assistance, if it meets the return policy requirements. The product must be returned with receipt, in the original condition and with the original box by that date for assistance for an exchange or refund.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department
Initial Complaint
Date:07/18/2025
Type:Sales and Advertising 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.
********* advertised Wolf ********* Calm Slide Sandals for $12 on their official and verified Instagram and ******** accounts. However, when I clicked the ad, the product was listed at $50 on their website. I contacted customer service several times and provided screenshots of the ad, but they repeatedly dismissed it by claiming it was from a third-party source, even though the promotion clearly came from ********* own marketing channels/ official accounts. Instead of honoring the advertised price, they offered me coupons ($10 and later $20), which I declined because my issue is not about a discount, its about being misled by false advertising. Im requesting that ********* honor the original advertised price of $12 for the Wolf ********* Calm Slides or issue a fair resolution for the misleading promotion.
Business Response
Date: 07/21/2025
JD Finish Line
*********************
************, IN 46235
July 21, 2025

******* Rhode
*******************>******, *******; 14861
Daytime Phone: **************
E-mail: *****************************

Ref: 23622005

Dear ******* Rhode,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize for how your price inquiry was handled during your store visit. On July 21, 2025, we attempted to contact you at the phone number **************, but were not able to reach you. We are unable to honor your request for a price adjustment on the ********** Calm Slide Sandals. JD Finish Line does not offer price adjustments or price matching, and since the promotion was advertised through a third-party platform, we cannot control expired promotions being advertised long after their expiration date. Our discounts, sales, and promotions are subject to change as JD Finish Line updates its products daily. We've identified no technical errors, and the product was updated as normal.
We reviewed your Status account #******** and applied a $20.00 credit as a goodwill gesture for your experience. You can view this credit in your Rewards Catalog by logging into your account on the app or website.
If you have any questions, please reply to the email that was sent to *****************************.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department

Customer Answer
Date: 07/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your response. I appreciate the $20 credit; however, it does not resolve the core issue.
Your team continues to refer to the promotion as a third-party advertisement, but the ads in question were posted by ********* official and verified Instagram and ******** accountsnot by unrelated third parties. These platforms are under your direct control, making this a JD Sports advertisement, not a third-party promotion.
Additionally, the advertisement did not list an expiration date, nor was there any indication that the price was no longer valid at the time I viewed the promotion. As such, this falls under false or misleading advertising, which I believe violates consumer protection standards.
Since ********* advertised the product at $12 through its official channels without disclosing any expiration or conditions, I am requesting that the advertised price be honored for the ********* Calm Slide Sandals, in line with standard fair advertising practices.
Thank you for your attention to this matter. I look forward to a resolution that reflects JD Sports accountability for its own advertising.

Regards,
******* Rhode
Business Response
Date: 07/23/2025
JD Finish Line
*********************
************, IN 46235
July 22, 2025

******* Rhode
****************
******, *******; 14861
Daytime Phone: **************
E-mail: *****************************

Ref: 23622005

Dear ******* Rhode,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize for any inconvenience caused by the price discrepancy between the links to our JD Finish Line website on ******** and Instagram. On July 21, 2025, we attempted to contact you at the phone number **************, but were not able to reach you. Unfortunately, since this was not an advertisement of the JD Sports website and was advertised through a third-party platform, over which we have no control, we reserve the right to determine whether merchandise prices will be reduced or not.

We are unable to honor the price of $12 for ********* Calm Slide Sandals, which are retailed at $50 on the ********* website. However, as our valued customer, to make this up to you, you can:

1. Place the order online.

2. Use the $20 reward code ************ that has been added to your Status account ********.

3. Email us the order number, and we will issue (refund) $10 back to the payment type applied to the order.

This will give you a $30 discount on the product so that you only pay $20, which is the most we can offer at this time, and as a one-time courtesy. We appreciate your patience and understanding throughout this process, as we believe in your commitment as a JD Sports customer.

If you have any questions, please reply to the email that was sent to *****************************.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Customer Answer
Date: 07/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
******* Rhode
Initial Complaint
Date:07/10/2025
Type:Customer Service 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 called finish line because I never received my order they stated they would reship I should have the order with 2-6 days. Sometime goes by I noticed I never received an update, email, or even shipping information for that sake. I called and requested a supervisor there was a lot of pushback about me speaking to someone, I finally got a supervisor by the name of ****, **** background was extremely loud, on top of that she was very unapologetic. No empathy, no sympathy, no nothing. I explained to her how the shoes was for the 4th of July and Im a single mother **** kids were really depending on their shoes, still no empathy . She said they didnt ship because they were sold out, so I asked why I didnt get a email or nothing, she said she dont know its nothing she can do about that and a refund will be sent and thats the company taking accountability and I should be happy that Im getting my money. Just disregard everything i said, forget my feelings, just youre getting your refund lady, end of call. Not only is my children disappointed, so am I . I can accept mistakes happening but its hard to accept mistreatment. I felt as a supervisor she shouldve been more kind, and empathetic or sympathetic. But nothing but attitude and a very loud background of yelling children , which means shes a mother too. I still havent receive a update email/ cancellation/ or refund update, Im still lost.
Business Response
Date: 07/12/2025
JD Finish Line
**************************;
************, IN 46235
July 11, 2025

******* *******
IL 60504
Daytime Phone: **************
E-mail: *********************************
                                                                                                                                    Ref: 23582781
Dear ******* *******,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email after speaking with you at ************** on July 11, 2025 concerning the Better Business Bureau complaint filed for not receiving the original order ***********. I truly apologize for not receiving your order and that the replacement order was canceled. After a review of your refund status, I found that this was processed on July 9, 2025 for $120.15 back to your **** ending with 4433. Please allow 3-5 business days. I sincerely apologize and assure you that the experience you received from the Agent is the opposite of JD Finish Line's expectations. I have forwarded your concerns in detail to the Agents Supervisor to ensure this will not happen again.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department
Initial Complaint
Date:07/08/2025
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.
I placed several orders with gift cards, and according to your customer service, the orders "did not go through", even though I have order confirmation emails. The issue is the money was taken from the gift cards and not returned, even though your CS claims the orders did not go through. No merchandise was ever shipped to me. Please contact me immediately at *********************
Business Response
Date: 07/10/2025
JD Finish Line
**************************;
************, IN 46235
July 10, 2025

**** ********
Address: ****************
Daytime Phone: **************
Email: *********************
Ref:23572784

Dear **** ********,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

I am reaching out via email after my attempt to speak with you again at ************** on July 10, 2025 concerning the Better Business Bureau complaint filed for failed order attempts for orders ***********, ***********, ***********, ***********, ***********, ***********, *********** and *********** with the use of Gift Cards obtained from ************. I will be happy to assist you with sending you Electronic Gift Cards to your email ********************* for the full amount from the cards that were redeemed. Please provide me with the full gift card numbers so that I can get this taken care of for you. Unfortunately, gift card numbers are like credit card numbers and we do not hold that information for the customers safety and protection (only the last 4 digits). Both are considered sensitive authentication data and cannot be stored by merchants. Please contact ************ for a review of your invoice and the complete gift card numbers for further assistance.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Initial Complaint
Date:07/08/2025
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 was fraudulently charged tax on an item that is tax free in my state. Called customer service and they did not follow through with the request that they put in to get my issue resolved and the tax that they charged me refunded. Poor customer service! I want my full refund
Business Response
Date: 07/10/2025
JD Finish Line
*********************
************, IN 46235
July 10, 2025

Elisabetta ********
************************************************; 11214
Daytime Phone: **************
E-mail: **************************

Ref: 23571894

Dear Elisabetta ********,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize for the tax charge on your Order ***********. We attempted to contact you at the provided phone number **************, but could not reach you. Unfortunately, this particular order does not qualify for tax exemption.

In New York State, sales tax exemptions apply year-round for clothing and footwear items priced under $110. Please note that this rule applies per individual item or pair, rather than the total purchase amount. Each item must cost less than $110 to qualify, meaning up to $109.99. One item from your order, the ************** Originals Samba Long Tongue Casual Shoes, exceeds this limit with a retail price of $110. For the future, we ask that you please review your local tax regulations to prevent any confusion.

If you have any questions, please reply to the email that was sent to **************************.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Customer Answer
Date: 07/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I still have not received my order that I paid for. The tracking is invalid showing that finish line still has my package in their possession this company is fraud and steals customers money. All buyers should beware. I want my money back!!!
Regards,

Elisabetta ********
Business Response
Date: 07/18/2025
JD Finish Line
*********************
************, IN 46235
July 17, 2025

Elisabetta ********
*******************************************************
Daytime Phone: **************
E-mail: **************************

Ref: 23571894

Dear Elisabetta ********,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
We apologize that you did not receive your order #***********. On July 17, 2025, we attempted to contact you at the phone number **************, but were not able to reach you. Please be advised that a refund of $194.76 was processed on July 17, 2025, for your missing shipment. You should receive this credit within 3-5 business days, excluding weekends and holidays.
If you have any questions, please reply to the email that was sent to **************************.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department
Initial Complaint
Date:07/07/2025
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.
I placed an order on 6/22/25. I received the order via **** on 7/7/25. Upon receiving the box, I noticed damage to the box and it appears someone had retaped the box. The box was partially open as well. I was able to see the **** blue hoodie that I purchased through the open side of the box. None of the items purchased was in plastic to protect them from damage via transit. Once I got the box home, I inspected the items and found that the Ecko jacket purchased had an open safety pin sticking out of the jacket. The hoodie **** and sweatpants seems fine, but need to inspect in good light. My problem is the opened safety pin and the lack of care used while packaging these items up. I spent 154 dollars on these 3 items to have them packaged without care or concern.
Business Response
Date: 07/22/2025
JD Finish Line
**************************;
************, IN 46235
July 22, 2025

**** *******
56 PO Box
***********, *******; 72127
Daytime Phone: **************
E-mail: *******************************
                                                                                                                                    Ref:23564794
Dear **** *******,
Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, we need to know.
JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.
I am reaching out via email after an attempt to contact you at ************** concerning the Better Business Bureau complaint filed for the way your products were prepared and delivered from order 60000487510. I apologize for the experience of how your product was delivered. Be assured that your voice will be heard and this concern was forwarded to our operations department. Your Desired Settlement of "Billing Adjustment" was honored. A $20 refund was applied back to your **** ending with 6803 on July 14, 2025 due to delivery conditions. JD Finish Line will not be able to apply any further refunds without the return and review of products. Merchandise may be returned with an original sales receipt when the items are: Unworn, in original condition; Returned with price tags still attached (if the returned item is apparel or accessories); Returned in their original box (if the returned item is footwear); and Returned within 45 days* of the original purchase.
We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope you continue to provide us with opportunities to serve you.
Thank you again for bringing this matter to our attention.
Sincerely,
JD Finish ********************* Department
Initial Complaint
Date:07/02/2025
Type:Product 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.
On May 19, 2025, I returned a pair of shoes to Finish Line. The company confirmed receipt of the return and assured me that a refund would be issued. Despite multiple follow-upsthree separate contacts to customer serviceI have not received my refund as of today.Each time Ive reached out, Ive been told that the return was processed and that a check was being issued. However, no refund has arrived. It has now been over six weeks since the return was received, and I have not been provided with any proof that a refund has been sent or processed beyond these repeated assurances.This delay is unacceptable and does not align with standard retail return practices. I am requesting immediate action to issue my refund for the returned shoes.Resolution Sought:I am requesting a full refund of $96.08, issued via the original payment method or a check sent to my current address without further delay.
Business Response
Date: 07/08/2025
JD Finish Line
*********************
************, IN 46235
July 8, 2025

***** ********
OH 43138
Daytime Phone: **************
E-mail: ************************

Ref: 23551207

Dear ***** ********,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize that you did not receive a refund for your return of Order **********. ***** Tracking ************ was received on Monday, 5/19/2025 at 10:19 AM. A refund of $96.08 was approved on July 4, 2025, for your return. You should see this credit within 3-5 business days, excluding weekends and holidays.

We also reviewed your Status account #******** and applied a $20.00 credit as a goodwill gesture. You can view this credit in your Rewards Catalog by logging into your account on the app or website.

If you have any questions, please reply to the email that was sent to ************************.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department
Customer Answer
Date: 07/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It has been 5 business days and I still do not have the refund check that has been promised. This complaint will not be resolved in my eyes until I receive the refund. I have been told 3 times now that a check has been processed and one never comes. Actions by this company continue to feel deceptive. This order was placed on a credit card so its unclear to me why my credit card cannot be credited.

Regards,

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

Business Response
Date: 07/16/2025
JD Finish Line
*********************
************, IN 46235
July 16, 2025

***** ********
OH 43138
Daytime Phone: **************
E-mail: ************************

Ref: 23551207

Dear ***** ********,

Thank you for notifying us of your complaint. At JD Finish Line, we strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.

JD Finish Line is committed to excellence in ***************** and our efforts remain focused on providing our customers with quality service.

We apologize that you did not receive a refund for your return of Order **********. ***** Tracking ************ was received on Monday, May 19, 2025, at 10:19 AM. A refund of $96.08 was approved on July 4, 2025. On July 9, 2025, a check was mailed to your provided address, ************************************************. The time frame to receive a check in the mail is 7-10 business days. Today is the 5th business day. We will continue to monitor this and follow up with you to make sure the check is received.

If you have any questions, please reply to the email that was sent to ************************.

We regret any inconvenience this experience may have caused you. Your patronage is important to us, and we hope that you will continue to provide us with opportunities to serve you.

Thank you again for bringing this matter to our attention.

Sincerely,
JD Finish ********************* Department

Customer Answer
Date: 07/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

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

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The Finish Line, Inc. is NOT a BBB Accredited Business.