ComplaintsforHibbett Retail Inc.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 11-8-23 I received an email from hibbett about sales on their website. I have shopped online with them before but not for a few years. It is almost Christmas and everyone is shopping and everyone is looking for sales especially this year. I have 2 kids and nieces and nephews. Hibbett had sales on some north face items that are very expensive and normally I wouldnt be able to afford. I bought a coat size xs that was regular $149 on sale for $34. These items were selling as fast as you could put them in your cart. I then bought a different one size s for the same price. I called me mom to tell her and she does not know how to order stuff online so I ordered her one exactly the same. Later in the evening I was at my parents and looked more and she found 3 more items for gifts 2 sweatshirts and a different cheaper jacket so I ordered it for her. I had 4 orders with a total of 6 items. The next day I decided to order a puma hoodie for $13.98 and a sweatshirt for my girls. Soon as the order went through it canceled and sent a text to call them. I called and the woman looked and said I got flagged as a reseller. She also said that it does all the time around Christmas. I didnt even know that was a thing. Ive never resold anything. I received an email within a day saying based on evidence she believed I did have an intent to resell the merchandise but I was welcome to come shop in any of their stores!! I was trying to get Christmas for my kids and that has to get ruined by something thats not even happening. I have been sick for a few years and very little income and its ridiculous that a store that Ive shopped at for over 20 years would treat its customers like this. Why would you have sales if you dont want people to buy it? If you really investigated you would see that out of the 6 items they were mostly the same size. A reseller would have bought everything in every size they could. I want to see your evidence or I want this taken care of. This is ridiculous!!

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order was returned back to the retailer. I called and they refused to issue me another item or issue a gift card as this was a gift for my sister on November 5. The lady who said she was a supervisor named ***** was rude and would not help me. They said they would issue my refund but basically I could only get another item if I would pay out of my pocket.

  Business response

  11/15/2023

  We researched the customers order and found that it had been returned to sender. We have reached out to the customer to apologize for the inconvenience and refunded the order. We have also provided the customer with a discount on a future order.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an ***** on October 10, 2023. I received half the order. The 2nd part of the order hasnt been shipped & I called requesting a refund for the part that wasnt shipped & I keep getting different answers from different reps. ***** # *************

  Business response

  11/02/2023

  We researched the customers order and found the tracking on the last item never updated. Therefore, we refunded the customer back to their original form of payment.  The customer should be receiving an email confirming the refund. We apologize for the inconvenience.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I placed an order under order number *************. I originally put in the correct address but somewhere in the process the shipping address ended up being changed. I was unaware of this change because again I made sure to put the correct address. I then contacted ***** and was told that due to their specific contract with you guys that the only possible changes have to be done with this company contacting them to do so. They were literally unable to make any changes in their system without you guys contacting them. I then proceeded to speak to two supervisors on the date of 10/9 who were not only very rude and sarcastic in tone but did nothing at all to help or even attempt to help. I strongly urge you guys to listen to the calls of both supervisors to hear their remarks as well as how rude they are to customers. I was basically told that do go there being an incorrect address there was nothing that they were gonna do about it and I was just at a loss for my money. Even after ***** told me that all that needed to me done was for a customer service representative to reach out them them specifically on your guys behalf and theyll see about taking further steps to update my package information. Your customer service team told me that they would not do it and that they would not even attempt to do it and that no one in the literal company contacts ***** to update delivery addresses. They even told me that there is no communication between the company and ***** and the only reason ***** knows to pick up packages from the warehouse is because they have a schedule set but no one communicates with them to do so. I am now at a loss from my money and my items and at this point the way in which I was treated will guarantee that I never purchase from here again. I was told that even if I dont receive the package no claim will be filed because again the address shouldnt have been incorrect. So they said they will do nothing at all and I will not receive any money bac

  Business response

  10/12/2023

  We researched the customers online order. The order was placed to an old address the customer still had attached to her apple pay.It's not our policy to issue a refund on orders that are shipped to the wrong address for online orders that the customer themselves placed. However, as a one-time courtesy we have decided to refund the customer and they will be contacted about the refund via email.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered three pairs of sneakers to be shipped to the store in mid August, more than enough time for them to be shipped 3-5days and arrive before the first day of school. I was never told they arrived (the pumas and air **** and the white forces never arrived. Then when they finally arrived they were two different sizes in the box SHIPPED DIRECTLY from THEM. The air maxes I had to get my money back because after waiting weeks and going back and forth to store repeatedly (because the site where you check your order status said all shoes were picked up already) This is also because the STORE MANAGER let me get partial order that had wrong sized sneakers. He is also the one who put in the replacement sneakers in the order WRONG TWICE.

  Business response

  10/11/2023

  On 9/28, we reached out to the customer by email and apologized for the issues and inquired if he had received all shoes or refunds at this time. We also sent a coupon for the inconvenience. The customer has not responded to our email, If there are still any issues, we urge the customer to reach back out to us and we will assist.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two pairs of **** dunks that were FINALLY back in stock in my size. i only received my black and white dunks and not the pink and white dunks. i called customer service and advised this and they sent me a return label so I could receive my refund. how am i supposed to return something i dont have???? id just like a refund at this point. they told me they would have refunded me within 5 business days and ive received nothing. every time i reach out to the customer service team they have no idea what im referencing. id just like my money back at this point for the one missing pair. this is such a headache. the shoes were $110 with an estimated amount of $6.88 in tax. order # *************

  Business response

  09/26/2023

  We researched the customers lost/stolen order. After our research  we have refunded the customer to the original for of payment on 9/18. We apologize for any inconvenience.

  Customer response

  09/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was set to receive my kids back to school shoes and when I got confirmation my wife said nothing was not delivered all week! I called Hibbett they said I would get refund but never received!

  Business response

  09/26/2023

  The customers order was delivered in 2 packages one on 8/2 the other on 8/4. When the customer contacted us that they had not received their order we investigated and found the following: This is the 3rd time that the customer has claimed with us to have not received an order. Since the customer was refunded for the 2 previous times, we have chosen to deny this claim.  We would love for them to continue ordering with Hibbett; however we recommend that they place orders to be picked ** in store to prevent future non-receipt claims.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered these shoes two weeks ago and they were supposed to be here the beginning of the week, it is now Friday and nothing. ***** has said they transferred them to **** and there is no tracking or expected delivery date with ****

• Initial Complaint

  08/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for $150.85 on *************************************** at 8:27 AM on Monday, August 7th. Order Number: *************. The order was shipped at 10:29 AM on the same day, but I have not yet received my package. I've contacted Hibbett's customer service team twice about this issue, but they have refused to help. I would appreciate some assistance from BBB with this issue.

  Business response

  08/29/2023

  The customers order was marked as delivered on 8/11/23, with a picture of the package left at the customers residence. After investigation, the customer was advised on 8/18 that a refund would be unable to be issued for this claim, as it was found that the customer had been refunded for multiple past claims for lost/stolen orders. It has been recommended to the customer that they use an alternate shipping address or ship to one of our stores in the future. We apologize for any inconvenience in this matter.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Location : ************************************************************ On 8/16/23 me and my two kids went into the store and I was going to purchase them each a pair of shoes. I had one shoe on my son who is in the stroller, while I was shopping for shoes for my other son. I found a pair for him and a couple of other things in the store. I paid for them with a debit card and we left the store. The next day I tried putting the shoes on my son who was in the stroller and I realized they gave me two left foot shoes. When I noticed this I called the store to let them know and I was told to bring the shoes back. These particular shoes were the display and were the last pair that they had. The same day I went back to the store with the shoes and the salesman asked what I had for him today. I reminded them I was the woman who called with the two left shoes. He then makes it a hostile environment by saying I&#**;m always coming to bring things back to the store. After he told me that I responded by telling him that wasn&#**;t true. I come in there to spend my money. He then takes it a step further and tries to embarrass me by saying I spend my money and then bring things right back, assuming I&#**;m someone else. I tried telling the man that he must have me confused with someone else, then he said he probably does. He asked if I wanted to exchange the shoes or get my money back. I said I would try to find a different pair. I couldn&#**;t find a pair of shoes that I liked in the same range, so I said I wanted my money back. I didn&#**;t have my receipt but he was able to pull up the transaction through the Hibbit rewards with my telephone number. He said he would have to put it on a gift card for $32.75. I asked if he could put the money back on my card and he said he couldn&#**;t. The next day I called the cooperate office and filed a complaint. When I got off the phone with the corporate I called the store and spoke with the Store Manager named *******. She said that the person I worked with could&#**;ve definitely just printed off my receipt and refunded me in the same tender I paid. She apologized and she said they would resolve the issue. The corporate office said to give them 2 days to resolve the issue when I initially called them, but it has been about week and it has not been resolved. I called the corporate office today to see if anything has been done to resolve the issue and also to add that I spoke with the Store Manager. Nothing has been resolved since. It&#**;s not about the money. It&#**;s the fact that I was embarrassed publicly and discriminated against with the person who did the return assuming I was someone else. It wasn&#**;t right and I want to make sure it doesn&#**;t happen again to another customer. It makes me uncomfortable to even go inside of the store again.

*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. ↩