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Business Profile

Retail Shoes

The Finish Line, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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The Finish Line, Inc. has 364 locations, listed below.

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    Customer Complaints Summary

    • 515 total complaints in the last 3 years.
    • 124 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We ordered shoes during winter because of a sale Finish Line offered. The shoes arrived and looked fine, but we never wore them because they were meant for spring. Now that spring has come, we see the shoes are not the same sizes. one is 7.5 and one is 6.5. Finish Customer support said they can't help me. Their solution was to drive store to store until a manager, at their discretion, would exchange them for the right size. This not only wastes my time, but also wastes so much gas money. It's ridiculous. Just allow me to exchange the shoes that you sent me. This mistake is entirely out of my control and you should honor your purchases with customers.

      Business Response

      Date: 04/15/2025

      JD Finish Line
      *********************
      ************, IN 46235
      April 14, 2025

      ****** *******
      **************************************
      ******, *******; 78748
      Daytime Phone: **************
      E-mail: *********************************
      Ref: 23194182

      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 received the incorrect size for your order #**********. On April 14, 2025 we attempted to reach out at the provided phone number ************** but could not speak with you. We then sent an email containing additional return instructions to ************************* Once we receive the returned item, please allow 5 to 7 business days for review. If your return is approved, a refund of $135.31 will be released, which can take 3 to 5 business days. If you have any questions, please reply to the email that was sent.
      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:04/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 5 pair of shoes. I only received 2 of the shoes I ordered. I also received another persons shoes from **** which I returned. I want the rest of my refund now!

      Business Response

      Date: 04/08/2025

      JD Finish Line
      *********************
      ************, IN 46235
      April 8, 2025

      ***********************
      ********************************************************************************; 37128
      Daytime Phone: **************
      E-mail: *******************************

      Ref: 23168942

      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 received a partial refund for your order #**********. On April 8, 2025, we attempted to contact you at the provided phone number ************** but were unable to reach you or leave a voicemail. Your remaining refund of $126.31 was released as of April 7, 2025. Please allow 3 to 5 business days to receive the refund, excluding weekends. If you have any questions, please respond to the email we 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:03/31/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 3/17/2024 i purchase a pair of shoes that had to be ordered because they were not in stock at the store. After a week we did not received the shoes and went back and asked for a refund. On 3/24/2024 we asked for the refund and because we payed cash a check was issued to be sent to my home. I called today to check on the status on my refund and i was told it was never processed so it had to be processed again.

      Customer Answer

      Date: 04/01/2025

      Sorry i ment to state the dates as 3/17/2025 as the purchase date, 3/24/2025 as the request for the refund of ****** and 3/31/25 as making the call to get a follow up on the refund to find out it was never processed.

      Business Response

      Date: 04/03/2025

      JD Finish Line
      *********************
      ************, IN 46235
      April 2, 2025

      ****** ********
      **************************************>******, *******; 79763
      Daytime Phone: ************
      E-mail: ************************************
      Ref: 23141256

      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 have not received a refund for your missing order #**********. On April 2, 2025, we contacted you at the provided phone number **************. Per your request, a cash refund of $113.66 was approved at our store located at ***************. Please make sure to bring your confirmation email and a form of identification for verification. If you have any questions, please respond to the email we sent to **************************** You can also contact the store directly at ************. 
      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: 04/04/2025

      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:03/24/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order number ********** From Jan 19, 2025 Ordered 3 $100 gift cards. Delivered 3 unactivated $100 cards. Notified customer service. Reshipped an empty ***** envelop to me (tracking number ************). Notified customer service yet again. Called over 2 dozen times now and wasted insane amounts of time dealing with completely inept customer service who state that the gift cards will be sent to me via email in ***** hours. 2 months and 5 days later I still have not gotten my gift cards.

      Business Response

      Date: 03/26/2025

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      March 25, 2025

      ******* ****
      ****************
      Van Nuys, *******; 91405
      Daytime Phone: **************
      E-mail: ********************
                                                                                                                                          Ref:23109043

      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.
      On March 25, 2025, we spoke at the phone number ************** concerning order ********** placed on January 1, 2025, for three $100 gift cards. Per our conversation, you agreed to submit an affidavit for the empty envelope. In addition, an email was sent to ******************** on March 25, 2025, with a recap of our conversation. An internal investigation will be conducted and we will continue to provide updates to the email address of ********************. 
      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: 04/02/2025

      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,

      ******* ****

    • Initial Complaint

      Date:03/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi - regarding order ID ********** per the attached I was told I was refunded in February however to date I have not received a refund. Please refund me so I can cancel the chargeback request.

      Business Response

      Date: 03/21/2025

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      March 20, 2025

      ******** ******
      *********************
      ************, *******; 15236
      Daytime Phone: **************
      E-mail: *************************************
                                                                                                                                          Ref: 23081821
      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 ************** twice and getting a busy signal on March 20, 2025 concerning the Better Business Bureau complaint filed for the refund request for an order ********** placed on February 17th, 2025 that was delivered on  Wednesday February 19, 2025 with ***** Tracking ID ************ with picture of package - proof of delivery.  After looking at the claim notes, it has been determined that JD Finish Line cannot approve any refund or replacement requests for orders not received that state "Delivered". This decision is a result of our third-party verification system. For future deliveries, we recommend that you contact the carrier to arrange a pickup location for your future purchases to ensure successful deliveries.
      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:03/13/2025

      Type:Product Issues
      Status:
      Answered
      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 March 13th, a coupon code was issued (SPRING30) for items on their website. I added an item to my cart (HF3148 011) and was showing a 30% discount ($37.50) off the ********** I proceeded to make my payment, the cost went up to full retail and then said the coupon was no longer valid on the item. I did not then complete my purchase as this is not the price advertised/what I expected to pay.I want this to be rectified and offered the full discount offered on that specific product that I was intending to purchase.

      Business Response

      Date: 03/15/2025

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      March 15, 2025


      ***** *******
      *******************************************
      ******, *******; 78758
      Daytime Phone: **************
      E-mail: ***************************
                                                                                                                                          Ref: 23061985 

      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 getting no answer at the contact number ************** on March 15, 2025 concerning the Better Business Bureau complaint filed for coupon code (SPRING30) that did not discount the Style number HF3148 011. The following item is excluded from coupon codes: Air ****** Retro 1 Low SE Casual Shoes. Please visit our list of Exclusions for more information at *********************************************************.

      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: 03/18/2025

      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,

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

    • Initial Complaint

      Date:02/26/2025

      Type:Delivery Issues
      Status:
      Answered
      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 am extremely disappointed with my recent shopping experience with Finish line. I placed an order well in advance for Christmas, expecting it to arrive on time. However, as of today, I have yet to receive my order. This delay has not only caused inconvenience but also ruined my plans, as the shoes were intended as a Christmas gift.I have attempted to contact Foot Locker multiple times regarding this issue, yet I have received no response. This lack of communication is unacceptable from a company of your reputation. As a loyal customer, I expected better service and accountability.I am requesting an immediate update on the status of my order or a full refund if the item cannot be delivered promptly. Please address this issue as soon as possible and provide a resolution. If I do not receive a response soon, I will have no choice but to escalate this matter further.I look forward to your prompt reply.

      Business Response

      Date: 02/28/2025

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      February 27th 2025


      ******* *****
      ********************************************************************************; 10314
      Daytime Phone: **************
      E-mail: ********************************
                                                                                                                                          Ref: 22994011 

      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 to you via email after calling you at the contact number ************ on February 27th, 2025, and leaving you a voice message concerning the Better Business Bureau complaint filed for not receiving your order placed on 12/19/2024. The order ********** was placed with JD Finish Line on December 19th, 2024, and shows it was delivered to you on Saturday, December 21, at 11:21 A.M with *** tracking 1ZJ72A810300008667. You mentioned in the complaint that you attempted to contact Foot Locker multiple times regarding this issue, yet you have received no response, as we do not see any communication from you to the JD Finish Line. JD Finish Line is not affiliated with ***********. I did locate a phone number for Foot Locker for you to get your issue resolved. Their ************* Specialists are ready to answer your questions. Available 7 days a week from 6 AM to 11:59 PM (CST)
      at **************. 

      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:01/31/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This business has not credited Klarna, where my purchase was done. I purchased 2 pair of shoes online, they arrived on separate dates. They were too small & returned on 2 different dates. One for $151 .16 was processed. The second for $107.98 has not been. I have 71 back and forth emails from Finish Line representatives who have given me different dates as when this second pair was processed for a refund. These **** refuse to send me a statement of proof for the refund. I have contacted Klarna, they have no notification of the return or the refund. ****** has filed a claim with Finish Line as well.I want to be refunded, to Klarna, for the shoes that I returned.

      Business Response

      Date: 02/04/2025

      JD Finish Line
      *********************
      ************, IN 46235
      February 4, 2025

      ******** ******
      ********************
      ********, *******; 65203
      Daytime Phone: **************
      E-mail: ***************************
      Ref: 22883634

      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.
      On February 4, 2025, we attempted to contact you at ************** but couldnt reach you and left a voice message. We apologize you did not receive a refund on order #**********. A $107.98 refund was issued to your Klarna account on January 29, 2025, but a system error prevented it from being completed. We resolved the issue and a new refund has been requested. Please allow 3 business days for processing and an additional 3 to 5 business days to see the refund, excluding weekends. If you have any questions, please respond to the email we 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: 02/04/2025

      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:01/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received an empty box without my shoes. I called and completed all required forms on 1/10/25. I have called repeatedly and get hung up on every time

      Business Response

      Date: 01/25/2025

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      January 24, 2025


      ******* Montgumery ********
      *******************************>********, IN  47882
      Daytime Phone: **************
      E-mail: ***********************
                                                                                                                                          Ref:22849516

      Dear ******* Montgumery ********,

      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.

      On January 24, 2025, we attempted to reach out at ************** and left a message regarding the shipment from order **********. The submitted affidavit shows the empty shoebox and the packaging slip. However, the affidavit requires a picture of the box with the shipping label. 

      Upon further review, a decision was made in the best interest of customer care, and the refund of $101.65 was processed to your **** 6378. Please allow your financial institution 3-5 business days to post this to your account. An email was sent to *********************** on January 25, 2025, providing your refund information.      

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

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 sneakers for a Christmas gift, they did not fit my daughter so I went into the store for an exchange. They ordered the correct size and I exchanged the ones I purchased. A few days later received an email that they cancelled the online order. The refund amount listed was $40.40 when I paid ***** for the sneakers. I called the customer service number three days in a row, each day being put on hold for close to an hour. The first time the employee disconnected the phone while I was on hold. The second time I was told I needed to speak to a supervisor but one was not available(after holding for an hour). The third time I was finally able to speak to a supervisor who told me that a check for $40 was put in the mail to me, but they were cancelling payment to the check and refunded my debit card. That was on January 11th and I still do not have a refund. So I am out $***** and never received a pair of shoes.

      Business Response

      Date: 01/24/2025

      JD Finish Line
      **************************;                                                       
      ************, IN 46235                                        
      January 23, 2025


      *** ******
      **********************************************************************************
      Daytime Phone: **************
      E-mail: ****************************
                                                                                                                                         Ref:22841300 

      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.

      On January 23, 2025, we spoke at phone number ************** concerning the refund from replacement order **********, which was canceled. As we discussed, the refund check has been voided, and a full refund of $67.60 was issued on January 23, 2025, to your MasterCard 0245 from the original order **********. Please allow ********** 3-5 business days to post the refund to your account.  

      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

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

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