Business Profile

Clothing

JD Sports

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for JD Sports's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

63 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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Submit a Complaint

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:07/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid 100$ on 7/15 for sneakers. I never received them and got an email from ** saying my order is cancelled. I never got my money back and now when I call customer service it keeps hanging up on me. I tried a chat and it never connected me to an agent.
Business Response
Date: 07/23/2025
JD Finish Line
**************************;
************, IN 46235
July 23, 2025

******* *********
************************
******, *******; 07032
Daytime Phone: **************
E-mail: *******************************
                                                                                                                                    Ref: 23637570
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 ************** on July 23, 2024 concerning the Better Business Bureau complaint filed for a refund request from canceled order 60003633417. I do apologize that your order was canceled on July 20th, 2025 due to no inventory. You were not charged $100.00 for the canceled order on your Mastercard ending in 2007. You are only charged when the order ships, therefore, you will not see a refund. Any authorized amount usually will only appear pending by your bank for 24 to 72 business hours after submitting an order online. After 72 business hours, if the pending amount still appears held by your bank, please contact your bank to see how long it takes them to release pending holds.
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 **************************** Department
Initial Complaint
Date:07/14/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered my shoes June 28th was suppose to arrive July 3rd and they didnt arrive to my home, contacted by phone they told me theyll put in a refund also emailed because I couldnt get somebody on the phone at first told me Ill get my money back in 3-5 business days its been 10 days already contacted them again and they said I wont be getting my refund!!! if my package wasnt delivered to the correct address like on my shipping information provided you are suppose to give me my money back thats your fault on your behalf!!! Very unprofessional and wont be shopping here again
Business Response
Date: 07/16/2025
JD Finish Line
**************************;
************, IN 46235
July 16, 2025

***** ********
*********************************
******, *******; 53402
Daytime Phone: **************
E-mail: ******************************
Ref: 23599906

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 ************** on July 16, 2025, concerning the Better Business Bureau complaint filed for the shoes you ordered on June 28th that you stated did not arrive at your home. I apologize that you did not get the order. In a review of JD Finish Line order ***********, it was found that *** tracking 1Z6V4V95YW57975642 shows the order was delivered on Thursday, July 03 at 3:41 P.M. The *** picture of the package was shown to be at the residence/shipping address on the order ***********. Proof of Delivery is available on the *** website, ***********. For security purposes, enter the destination postal code to view the photo. I am sorry to say that at this time we are unable to replace or refund this order. This decision is a result of our third-party verification system. Please check with the carrier and anyone else who lives in the house, around the house, and check with any neighbors.

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 **************************** Department

Customer Answer
Date: 07/16/2025
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.]
MY ADDRESS WAS CLEARLY UPPER LIKE STATED IN THE SHIPPING ADDRESS AND WAS NOT DELIVERED TO THE CORRECT PLACE. THE COMPANY HAS NOT HELPED IN ANYWAY AFTER ME TELLING THEM I CAN SEND PHOTOS OF MY DOOR! JUST BECAUSE IT WAS DELIVERED TO THE ADDRESS DOES NOT MEAN IT WAS AT THE CORRECT APARTMENT BECAUSE IT WASNT I PUT UPPER IN MY SHIPPING ADDRESS! IT SHOULD HAVE BEEN DELIVERED TO MY DOOR AND NOW I HAVE NO PACKAGE! If I am not helped I am disputing with my bank. It was not delivered to the correct address.

Regards,

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

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

***** ********
******************
Racine, *******; 53402
Daytime Phone: **************
E-mail: ******************************
Ref: 23599906

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 attempting to contact you at ************** on July 17, 2025, concerning the Rejection Better Business Bureau complaint filed for a requested refund for a package that was not delivered to you. I'm sorry, but JD FL cannot approve the claim request. This decision is a result of our third-party verification system. You can contact the carrier to discuss options for future deliveries. For instance, you can request to have your future packages held by the carrier or choose to have them shipped to a pickup location near your area.

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 **************************** 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.

[Provide details of why you are not satisfied with this resolution.]
They DID NOT DELIVER IT TO THE CORRECT ADDRESS THEY DID NOT EVEN TRY TO ATTEMPT TO CONTACT ME NOTHING
Regards,

***** ********
Initial Complaint
Date:07/14/2025
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 bought 7 pairs of shoes last month via Finish line app.I received 6 pairs total but the most important pair didn't come as expected *** tracking hasn't updated since 6/26/25 and I want to cancel the order. I can no longer reach anyone to assist me with receiving my refund via phone. I actually returned 2 pairs to my local jd sports due to my entire order not arriving.
Business Response
Date: 07/15/2025
JD Finish Line
**************************;
************, IN 46235
July 15, 2025

****** ********
**********************
*******, *******; 94607
Daytime Phone: **************
E-mail: *****************************
                                                                                                                                    Ref: 23596845
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 ************** on July 15, 2025 concerning the Better Business Bureau complaint filed for a pair of shoes (Men's New Balance 574 size 11.0) that was found to be lost in transit with *** tracking 1Z200980YW00297529. I apologize that you had to experience this. As our valued customer, we have issued a refund on July 11, 2025 amounting to $64.25 and credited back to your original payment method ***** ending with 4755). Please allow 3-5 business days.
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 **************************** Department

Customer Answer
Date: 07/17/2025
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 gotten my money back.]

Regards,

****** ********
Business Response
Date: 07/21/2025
JD Finish Line
**************************;
************, IN 46235
July 21, 2025

****** ********
********************************************************; 94607
Daytime Phone: **************
E-mail: *****************************
Ref: 23596845

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 concerning the Better Business Bureau complaint filed for a pair of shoes (Men's New Balance 574 size 11.0) that was found to be lost in transit with *** tracking 1Z200980YW00297529. I apologize that you had to experience this. After a review of the refund, I found two refunds for $64.25, one on July 17, 2025, and July 18, 2025. This was an error on our part, and we are unable to reverse it. Therefore, you have been refunded twice. Please allow 3-5 business days for the funds to reflect to the original method of payment from the listed dates.

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 **************************** Department

Customer Answer
Date: 07/21/2025
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:07/07/2025
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.
Yesterday I attempted to purchase a kids pair of Jordans. I used one $20 off that was given to me for an inconvenience that I experienced recentlyand then I used a free two day shipping that took 5000 points and then I used another $10 off that took 2000 points off my rewards balance When I went to check out I noticed that the purchase amount that I owe did not change. I noticed that the $10 off was not I also noticed that the free ship two day shipping was not being reflected and I also wanted to use an additional the other $20 for the inconvenience that I experienced recently , but it would not let me so I decided to call in to see if someone could help me take the order versus doing it on the app online and thats when I realized that they were closed morning upon waking up going to check out my shoe was not in the bag. My points were not placed back so thats a problem tome so now Im out of 7000 points and Im out of two coupons that I tried to use yesterday . I want my $20 put back and my ***** buy back and my 5000 points . This business is not right and I e had so much trouble with them why didnt it automatically put back my points and $20 when it took my shoe out of the cart! ?!
Business Response
Date: 07/10/2025
JD Finish Line
**************************;
************, IN 46235
July 8, 2025

******* *****
*******; 45426
Daytime Phone: **************
E-mail: *******************
Ref:23563383

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 following up after my call to you at **************, the voicemail left on July 8, 2025, and the email sent to ******************* regarding the Better Business Bureau complaint about your status points and rewards. Im happy to let you know that, per your request, we have deactivated your Rush shipping reward and credited ***** points back to your Status account #********. Your current balance is ******** points. Additionally, you should have access to three $20 replacement rewards with codes: ************, ************, and ************, as well as a $10 reward redeemed on 7/6/25 with code ************ in your STATUS wallet. We understand you want to maximize your benefits, but please remember that STATUS rewards cannot be combined. Only one reward can be used per transaction. Please do not hesitate to contact us at ************ if you would like help with placing an order using one of your rewards.

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 **************************** Department

Customer Answer
Date: 07/10/2025
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:07/05/2025
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.
Purchased a product on June 18th; when I received the order, I noticed some loose threads on the side, and also on the toe box it looks like it already had sole separation; never ever have I seen that. Nevertheless, I called in JD Sports and let them know the situation. They said to return the item to them by mail or drop it off at my nearest JD Sports. I decided to do the in-store because it is 5 mins away. I didn't drop off the item right away because I had work, so I told them to call the store and tell them when I will be coming in to drop off the item. I finally dropped off the item about 2 weeks later. The supervisor at JD Sports called into JD Sports customer service to let them know they have the product and they should release the replacement item. They said they will, and I should get it in 5-7 days. Today, Jan 5th, I called in to JD Sports to check the status only to be told the order was canceled for no reason, just that it's canceled. I asked customer service to let me speak to a supervisor; she said none is available. I said to her, The **** item is now sitting on your **** website right now; send me a frikkin replacement., She said her system will not allow her to, and she can only offer me a refund, which I declined because I purchased a defective item and want a replacement. There are some reasons to stop giving Finish Line/JD Sports my business, and this is one of them. The business has gone from bad to worse, run by a bunch of uneducated people.
Business Response
Date: 07/16/2025
JD Finish Line
**************************;
************, IN 46235
July 16, 2025

****** *****
******************************************************************; 10458
Daytime Phone: **************
E-mail: *********************************
Ref: 23559005

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 receiving a defective pair of Men's ****** Retro 5 Basketball shoes size 8.5, which were dropped off at the JD Sports Store #**** for the release of a replacement order. After further review, I show that your replacement order was canceled due to the size you ordered, 8.5, which sold out online during the time the replacement order was submitted, and two weeks later, when the shoes were returned. For that, I sincerely apologize for our inability to fulfill your replacement request. A refund for $212.31 was processed back to your Discover Card ending in 6075 on July 8, 2025. If you have additional questions, please feel free to contact me. Thank you for choosing JD Sports!

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 **************************** Department
Initial Complaint
Date:06/30/2025
Type:Order 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 gym shoes that were defective when they arrived from glue stick to the shoe strings and various parts of the shoe to stitching coming artist where the shoes strings go in on one shoe, I sent the shoe back requesting a ***lacement and they received it on 6/23/25 . They wont send me my ***lacement and Everytime I call they tell me different info like its not processed yet or its being or been processed! Today I spoke with a very rude *** who continued to cut me off and over talk me who said its not processed yet ! I want my ***lacement shoe before this shoe in my size sells out and its been not five business days! I keep being lied to! They have my money and my shoe! They need to send me my ***lacement period!
Business Response
Date: 07/01/2025
JD Finish Line
*********************
************, IN 46235
July 1, 2025

******* *****
OH 45426
Daytime Phone: **************
E-mail: ****************************

Ref: 23531553

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 for the delay with shipping your replacement Order X594165709. We now have this issue rectified. Your *** Tracking 1Z5064X00220130496 was prepared on Monday, June 30, 2025 at 7:05 PM. It does not yet have a delivery date; however, it is currently scheduled to be held at your preferred *** Access Point located at CVS STORE # ****, *********************************. We will monitor the tracking for updates and follow up with you in ***** hours once we have more information.
We reviewed your account and noticed that you were not provided anything for your experience. In this case, weve applied two $20.00 credits to your Status account #******** as a courtesy. You can view these credits 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 **************************** Department

Customer Answer
Date: 07/02/2025
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,
******* *****
Customer Answer
Date: 07/02/2025
Thank you for finally sending my item but it is very disheartening how I was handled and treated! The **** not all but more than several I spoke with were rude and nasty and did not want to do their job! I repeatedly emailed customer service and was ignored . This was the second defective shoe I received from this company so I hope you al do better for other customers in the future. I also hope that they sent me the right show out the same exact one that I had before
Initial Complaint
Date:06/13/2025
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.
First and foremost, something would really have to be bothering me to be on BBB to make a complaint. I purchased two eGift cards for Finish Line on ******; the amount is $100 for each card, #**************** and #****************. On May 21st, I tried using both eGift cards on Finish Line to make a purchase of an Exlusive Access product. Both gift cards were accepted initially. I hit "Place order" only to get a glitch, no confirmation number; however, my status points of 1500 were deducted, so I thought, ok. However, I noticed nothing was pending in the 'Pre-Order' section of my account; it usually does, so I called to confirm if the order went through, and the representative said not to worry. I still had doubts, though something was wrong. I called the following day; same thingit went through. Just wait until the release day for it to be confirmed. Release came around, and I called in Finish Line only for Finish Line to tell me they don't see any order. Furious I was that day, I ended up buying the release item with my credit card. I contacted ****** also, going back and forth with them for almost 2 weeks trying to get a refund or a set of new e-gift cards because I initially thought they were defected. ****** said they can't help because it's a store brand gift card, and I should either try to resolve it with Finish Line or do a bank dispute. I contacted Finish Line to ask them a question about something else and also mentioned to them the situation I am having with their gift card I purchased from ****** and gave them all the information, only for the representative to say that their system glitched and took the gift card balance on both gift cards. Again furious, I was told to put the balance back now only to be told they can put in a ticket to replace the cards in 72 hours. It's already been that, and I am now even more mad because Finish Line is playing games with me. If I don't get my gift card funds returned or replaced, I will be doing a bank dispute.
Business Response
Date: 06/19/2025
JD Finish Line
**************************;
************, IN 46235
June 18. 2025

****** *****
******************************************************************; 10458
Daytime Phone: **************
E-mail: *********************************
Ref: 23466920

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 ************** on June 18, 2025 concerning the Better Business Bureau complaint filed for the purchase of two E-Gift cards for Finish Line on Amazon with the amount of $100 for each card. I apologize that your attempt to place the order on the JD Finish Line website was not successful. Your E-Gift cards **************** and **************** have been reloaded in the amounts of $100.00 each.

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 **************************** Department

Customer Answer
Date: 06/19/2025
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:06/12/2025
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.
On June 7th I placed an order for a pair of shoes totaling $172.80 with my ***** The money was took out my account that day which was a Saturday and here it is Thursday June 12th which was the expected delivery date. I never received an email invoice from them but thank god I always screenshot my online orders and I did soon as I purchased from them and got an order number that dont work on the site or anything. Upon searching why my order number isnt working on ****** I begin to see all these negative reviews an bbb complaints about finish line jd sport doing this to their customers and trying to rip them off but I have proof of my purchase through they ordering scam. I end up calling customer service and soon as I give the lady my order number she confirm the day I purchased my order then just hung up in my face. Im so disappointed a disgusted by this as I been a long time customer with finish line a now its giving they scamming people and I just want my order I placed almost a week ago. Ill never do business with either finish line or jd sport after this, an will also recommend my friends an family not to deal with them.
Business Response
Date: 06/17/2025
JD Finish Line
**************************;
************, IN 46235
June 15, 2025

******* *******
***************************
*********, *******; 44110
Daytime Phone: ********
E-mail: **********************************
                                                                                                                                    Ref: 23460130
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 trying to contact you at an invalid number ******** concerning the Better Business Bureau complaint filed for the order *********** that you placed on June 7, 2025 for a pair of shoes totaling $172.80 with your Visa. I do apologize that your attempt to place an order was declined due to the billing address not matching the billing address on the card that was used. Please check with the card issuer to make sure the billing address is correct. Any authorized amount will only appear pending by your bank for 24 to 72 business hours. After 72 business hours, if the amount still appears held by your bank, please contact your bank to see how long it takes them to release pending holds on failed attempts on **************.
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 **************************** Department
Initial Complaint
Date:06/11/2025
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.
For reference, they sold me two different size shoes, a 9 and 9.5 mens. After speaking to their manager on the phone, I was directed to go to the store to resolve and when I went, I was treated poorly and rejected by an employee. This person said because I wore the shoes(one time), they could not return/refund.Also, I called JD's customer service multiple times to voice my concerns and no one has called me back to resolve this.The shoes are not wearable, and unfortunately I learned this after wearing them that one time.**************** ticket#: ccsd ****** Called 5/22/25 Also called **************** on 5/14, 5/17, 5/20. Called the store: 5/2 Visited harlem store 5/14 Transaction date: 2/10/25 Transaction amount: $100.00 Store location:***************************************
Business Response
Date: 06/12/2025
JD Finish Line
*********************
************, IN 46235
June 12, 2025

******* ******
********, *******; 10027
Daytime Phone: ************
E-mail: ******************************
Ref: 23454170

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 for the mismatched item you received for your in-store purchase *****. We spoke with you at the provided phone number, **************, on June 12, 2025. During our call, you confirmed your current billing and shipping address, and we arranged to send a return label to your email address, ********************** Once received, the return will be reviewed within 5 to 7 business days. If approved, a refund will be processed to your account within 3 to 5 business days.
Additionally, your concerns regarding your store experience have been forwarded to our Store Operations Team for further review. Please allow 24 to 48 hours for a follow-up call and for the return label to arrive in your email. 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 **************************** Department

Customer Answer
Date: 06/13/2025
Yes, I have been in contact with jd sports and am awaiting the return shipping label and refund to go through. Once all is received and completed, I will respond to the case.
Thank you.
Customer Answer
Date: 07/20/2025

I took awhile, but, with the help of ******** ****, their Customer Care Engagement Specialist, I was issued a $100 refund via check in the mail. The check was received 7/20/25 and I am currently waiting for it to be approved and deposited. Beforehand, I sent the merch back via ***** on 6/16/25. All is resolved. However, I unfortunately will never shop with jdsports or finishline ever again. This was a very negative ordeal that could have been resolved so much better, especially when I went to the Harlem store initially. You cannot treat customers like this, it is not right. ****** learned.
Customer Answer
Date: 07/21/2025
Why was the case closed before I could respond?
Initial Complaint
Date:05/29/2025
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 5/20/25 I was given exclusive access for the ****** 4 white cement. I am an A list status member and have spent a lot of money buying from this company. I confirmed my award, got my status pts taken and haven't heard a word since. No email, no call, ... nothing! I have called JD twice letting them know what happened,both times no refund was offered, they have no clue what happened and stated " we don't have an order for you" ..wth then what did I pay for? I was only told to wait for them to reach out to me . It will be 10 days since purchase on 5/30/25 and I still have no refund, no tracking or call. I guess A list means nothing as long as you spend your money. Now the shoes are sold out everywhere and I am out of my money and my shoes . I didn't bother to shop anywhere else because they usually are on point, but not this time. This is a big let down to a valued customer. Makes me not want to do business with them anymore.
Business Response
Date: 05/31/2025
JD Finish Line
*********************
************, IN 46235
May 31, 2025

******* ******
4506 Jeffs Farm
***********, *******; 78244
Daytime Phone: **************
E-mail: ******************************

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 for the trouble you encountered with Status Exclusive Access on your account #********. On May 31, 2025, we attempted to contact you at the provided phone number ************** but could not reach you. After reviewing our records, it has been determined that your Pre-Order attempt was unsuccessful. The points for the reward have been refunded back to STATUS account #********.

Please note that a pending hold is placed on the funds at the time the Pre-Order is submitted. If the order attempt is unsuccessful, the pending funds will be released back to the original form of payment within 1 to 3 business days. We ask that you please contact your financial institution regarding this matter. 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 **************************** Department

Customer Answer
Date: 06/03/2025
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.]

Regards,

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

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JD Sports is NOT a BBB Accredited Business.