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Very poor customer service
Posted by on
SAVANNAH, GEORGIA -- My complaint w/Finish Line is that store employees at both stores located in the two large malls (Savannah, GA) are not familiar with OR choose not to recognize Finish Line's return policy.

I tried to return what I view as a manufacturer's defect on Timberland Furious Fusion boots. The mesh material started to fray at the seam line. While I did wear these boots a couple of times briefly, the return policy clearly states that "Normal wear and tear is not warrantied on any merchandise. Exchanges on worn merchandise will only be made when the damage is caused by a manufacturer's defect. Items cut or sliced by sharp objects cannot be exchanged. After 45 days, items may not be returned for any reason."

The frayed seam was on both boots in similar locations and was not a result of being cut or sliced by a sharp object, but an obvious defect with manufacturing/materials. You'd think anyone with an ounce of common sense would have realized this, but the "manager" at the Oglethorpe Mall store in Savannah, GA had to go ask her manager and they determined within about 5 seconds that the frayed material was caused by something snagging on the boots. (In the same place at the seam line on both boots?)

I have now contacted Timberland to try to resolve this, no thanks to Finish Line for not honoring their return policy on defects. By the way, the Finish Line corporate customer service provided no help either. I will no longer be providing Finish Line with any of my business.

A. W. in S. C.

Update : 02-05-11

I sent the boots back to Timberland with a prepaid return label provided to me by the company, and received a new pair within approx. 2 weeks. Unfortunately the new ones are coming apart in the same way.
I will continue to buy Timberland products, just not anything with similar constrution and materials to the original boots.
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Do no order online from
Posted by on
I am furious with Finishline's online order process. I have looked for a specific pair of running shoes at all the store locations within 50 miles of my house and unable to find my size. So I went online to place my order, completed the process and confirmed my order. Then got notice that they did not have my size in stock, so I figured OK I will just go back and order the next size up. When my card was declined.....they took the money from my card before checking their inventory. I called the customer service line and she told me I was going to have to wait three business days before I could get my money back. So now I was unable to even attempt to try to get the next size up. What if I had more money on my card and kept making attempts at different shoes, hard telling how much money they would have had of mine. Needless to say I WILL NEVER order from again. This is a awful way to do business and definitely lost a sale for them as well.
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Skye on 12/27/2010:
It really is something isn't it? Places can take your money immediately, but EXPECT us to wait 3 day for a refund.

What type of running shoe are you looking for? Maybe if you post it, someone here might be able to recommend a place that carries them.
Ponie on 12/27/2010:
I agree, Skye. In this day of less than split second technology, why can't they just hit the Delete button? I've never been this type victim but on running accounts, such as cable TV, etc., I've heard some posters say it would take two or three billing cycles for the credit to be posted. Doesn't make sense.

The OP mentions Nike in the title. Perhaps someone may be able to help, as you suggested.
Skye on 12/27/2010:
If it had been a snake in the title, I would have been bitten!

PepperElf on 12/27/2010:
well it's not that the card was actually charged...

many places will put a HOLD on the account for the amount, and when the order finalizes the amount gets charged. even for canceled orders.

the hard part however is getting the bank to release the funds back into the account. I had to do it once... even WITH the company calling up my bank and sending over faxed statements that they weren't going to charge me the money... the bank still resisted for quite a while.
Skye on 12/27/2010:
The thing is, a company should not be charging for an item that is not stock, regardless of whether it's just a hold or an actual charge.

The op should have been allowed to make another selection because their first selection did not even exist. I know, it's a crazy system at times.
misty on 08/07/2013:
Actually Finish Line doesn't take the money until the order is in a complete status meaning that the order has been filled however the money is on hold until order is filled if order is unable to be filled the money is then released ... as well they can always call your card company and request the money released at that time
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Awful Return Policy and rude employees
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CUYAHOGA FALLS, OHIO -- I bought a pair of Puma brand tennis shoes from my local Finish Line for $79.99, I tried them on in the store and they fit so I purchased them. Well I wore them around my house (inside) to break them in. Well to my surprise they didn't break in and in fact rubbed again my heel. NOT worth the money I paid for them. So only wearing them twice I went back 2 weeks later to return them as I was not satisfied with my purchase. The employee took one look at my shoes and tells me, "You cannot return these, they have a crease in them" (well duh, that happens when you even try them on and lace them). So I begun to argue with the employee stating that is not Puma quality and I want my money back. He tells me"we have to damage these out and actually lose money this way, so we cannot give you your money back, but you can exchange them" So I decided to exchange them, but this policy makes no sense, not only are they out of the money for the puma's but also I got a pair of new Nike's, I am going to try to return these since I had no choice but to exchange my shoes. Does anyone know if this is possible, to return an exchange for cash? I will never purchase from any Finish line again, I was treated rudely and poorly. And they did not even want to give me my original receipt back, which had other purchases, on it and made a fuss. Poor work on Puma and Finish Line's part.
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Anonymous on 12/06/2010:
People still wear Pumas?
Skye on 12/06/2010:
Unfortunately, it does make sense. They have to damage them out, they cannot resell them. Nobody wants to purchage a pair of pre-worn tested tennis shoes, with a crease in them. There is no excuse though, for the poor treatment, you say you received. What does your receipt say, regarding their return policy?

I'm also shocked, I didn't even know Puma's still existed.
Close commentsAdd reply -- Nonsense Security Measures, Rude, Useless Customer Service
Posted by on
I was traveling abroad and wanted to order a pair of running shoes to receive them just as I get back. Found what I wanted at, went trough the whole ordering process, but at the final step was told that there is a problem with my credit card and I need to double-check the billing info. Done that, still the same error message. I tried again. And again. Then called my credit card company--no problem, my credit card is fine, and they showed 4 attempted charges by Called FinishLine customer service, and was hung up upon twice. Eventually got through to a rep who told me that my credit card was locked out of the purchasing process because I tried it more than once. It was initially locked out because I was trying to order from abroad, despite the fact that it was with an American credit card, and the same U.S. billing and shipping address. The web site showed absolutely no warnings, just a message that there is a problem with my card--which there was none!

They suggested that I either wait 15 days or try a different card. Neither worked, so I called the customer service again. They said that I need to wait another month to be able to order from them, or I can order over the phone or in store, but no online discounts would apply.

I emailed and called them several more times, but to no avail. The customer service simply refused to help, and overall were just rude, pushy, or simply hung up on me. I definitely going with the competitors in the future, even if it will cost me a little more.
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gharris_30 on 02/03/2009:
I had a problem with the store that is in my local Mall. We all laughed and had a good time until I noticed a defect in the merchandise and wanted a discount. The Manager wouldn't give me a discount on the defective merchandise and told the guy selling them to me f&*k No!. When I called the 888 number on the back of receipt, they told me they needed to call the store and verify what I said. When coming back to the phone the C/s rep said that I could lodge a complaint but it would go no where because the manager said I made a derogatory statement to the female employee. I was with my nephew and we were joking but not about this female employee. I made the statement that my wife bough the shoes I was wearing and I needed a beautiful woman to dress me. If this was derogatory, then she needs sexual harassment classes. When the C/s rep told me this, I was livid as I knew I didn't say anything. The C/s told me it is the Policy of Finish Line to get both sides of the story and see who is lying. This in my eyes is a conflict of interest since its the stores word versus mine. The next day I called the Store Manager who said he "chatted" with the employees that worked that night and they confirmed that "we did say derogatory things to the female employee who verified this." this is astonishing since no one can tell me what I said and no one but the manager demonstrated odd behavior that would resemble anything wrong. The Manager said, it's not their policy to engage hostile or derogatory people.
So, I supposedly said something, the manager never said anything to me about it. The female employee never said anything about it! The employee who sold me the shoes made more of a derogatory statement than I did because I took a second look and and he said, "yeah we all look at that and want that". My biggest problem is The Finish Line is taking the Customer out of Customer Service by not living up to the age old standard that, the customer is ALWAYS right! They chose to tell me on the phone that my word against the store did not match making me the liar!! So, my nephew and I are liars! The store couldn't/wouldn't be covering their teenage butts in a recession now would they? The customer service people told me that it looks like you're lying, sir! What a company, I'm going to be taking my business to Foot Locker!
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Sorry Return Policy
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My husband purchased my daughter some shoes for school. He called me and I gave him the wrong shoe size so when he came home with them they were way too big. Well being the busy busy person I am I didn't get a chance to return the shoes to the store within the "allotted" time frame.... Which I didn't realize until I got to the store. Well their return policy goes something like this: within 60 (or 90) days with a receipt, refund or exchange. Without a receipt, exchange only. OK. Well neither I nor the csr paid attention to the date on the receipt but the computer did and it would not let me exchange the shoes for a smaller size. So I said well what would happen if I didn't have a receipt. She said, you could exchange them then. But since I already showed her the receipt and she put my info into the computer already, I can't do it without a receipt. So the honest customer with a receipt can't even do an even exchange but any person off the streets who walks in the door with a box of shoes can do the exchange. So truly pissed off, my mother and I drove across town to another Finishline and she exchanged them for me without a receipt and without a problem.

They will never again get my business. I did not ask for my money back or different merchandise. I simply wanted the same thing in a smaller size and I don't see what the problem is. Now if they had a policy of no return or exchange without a receipt then I wouldn't have been as upset. But why make it more difficult then it had to be?
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spiderman2 on 05/19/2007:
This doesn't make sense to me. You had a receipt and they wouldn't allow you to exchange the shoes because it was past the 3 month return time (which IMHO is more than enough time to find some time in one's busy schedule to return an unwanted product) but if you didn't have a receipt you could exchange shoes at any time? Am I missing something here?
Demonoid Phenomenon on 05/19/2007:
While I agree with spiderman2 that there seemed to be something awry with the return policy explanation you were given, I find it hard to swallow that you couldn't find time within a 60 to 90 (not clear) to return the shoes.
Nobody is that busy.
And your husband had time to buy them...he didn't have time to exchange them later (before the alloted return window had closed)?
rhondam718732 on 05/21/2007:
Your mistake...not Finishline's. 60 or 90 days is plenty of time. You are upset you missed their published policy... you may be upset you mistakenly gave your hubby the wrong size. Bottomline, not the store's fault. As for the receipt issue. Yes she should have been able to ignore the receipt and conduct the exchange, but it might not be an issue that comes up there often.
jaykay on 08/11/2007:
Not only does the Finish Line return policy suck, their sale ads do too. My sister was shopping for her grandkids and saw a big red sign in the Finish Line store in Jordan Creek Mall. It read Sale 70% off and in small letters it said up to in front of the 70%. She found a pair of shoes she had priced else where in the mall on the sale rack. When she got up to the counter she was told she would have to pay full price as they were not on sale. If so what were they doing on the sale rack. She sent an e-mail to Finish Line and was told they could do nothing about it as the shoes must have been full price and not on sale. RIGHT, I don't think so as there were several of them on the sale rack.
oakie on 08/13/2007:
I had a bad experience with Finishline also and I will never shop in the store again. There are to many shoe stores in one town to have to put up with one like Finishline. My problem was with their false advertising.
mspiggye on 04/27/2009:
The Finishline online ordering sucks!!! I am a soldier in the Army stationed in Iraq, well I went online to order my son some shoes for school. It took me 2 hours to navigate the pages and place 5 pairs of shoes into the cart. When I went to complete the order I put in my billing info and credit card info. It gave me a message that my card was declined. Pissed off, I called the online customer service and a lady told me that the billing address was different and the bank would not confirm! I knew that was a lie because I just used the card two days ago!!! I called my bank and did verify the address and immediately called the CS Rep back to tell her it was correct. I got a new CS rep and she told me that the billing address was not the problem, but the fact that the Finishline scans the IP addresses of online orders and "noticed" I had an Iraq IP address. I explained to her that I was stationed in Iraq but the items were being shipped stateside AND I was using a stateside billing address. Well miss thang goes on to tell me that they do not accept orders from international IP addresses AND I WILL BE BANNED FROM ORDERING ONLINE FOR THE NEXT 30 DAYS!!!! I told her in 30 days I would still be in Iraq (hellooooo war here!!!!!!) she told me I still could not order. I told her not to worry, I wouldn't order in 30 days, 60 days 90 days, or ever..........
matt on 06/22/2011:
try eastbay I've always had great luck with them
D on 11/14/2011:
there return polisy is awful. It is also a awful store. They only gave me 2 week return time and was very rude!!!
Angry Bird on 01/02/2013:
I ordered shoes online. I specifically made sure the ship to address was the finish line store. Guess where they sent it? to my front stoop in a very bad neighborhood...twice!!!!! Now the first pair wasn't there, big surprise, when I got home. UPS called me to tell me they are investigating. Go ahead! Between UPS and Finish Line I don't know who I detest more!
Butterz1 on 01/04/2013:
I asked them if they can find a receipt with my debit card because I paid with my card and they said no but they could do an exchange witch makes no sense because you need the receipt do an exchange. I work for retail and we can find any receipt with the debit or credit card.? Are they living to me
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