Complaints

This profile includes complaints for Flight Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Flight Club

  Los Angeles, CA 90018-4036

  
• 

  Flight Club

  535 N Fairfax Ave Los Angeles, CA 90036-1715

  
• 

  Flight Club

  3910 NE 1st Ave Miami, FL 33137-3608

• 

  Flight Club

  812 Broadway New York, NY 10003-4848

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:04/18/2025

  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.

  Purchased a pair of shoes online from flight club on 3/28. Received shipping/tracking information on 4/1 stating I would receive my order via **** by 4/7. When I didnt receive the order I reached out to customer support whom continues to give me the run around. They continue to apologize for the delay but are not transparent about when I should receive said order. I have asked for reimbursement.

  Business Response

  Date: 04/22/2025

  Hi there,

  Thank you for reaching out about Flight Club order no. 161724949.

  After a review, it appears the package was misplaced by the courier. As a result, Flight Club has issued a full refund of $119.52 back to the original payment method on 04/18/25 7:06am PDT.

  You can choose to place a new order now if the shoes are available or choose to wait for the refund to reflect on your statement before placing a new one.
  
  We appreciate your patience and understanding. If you have any further questions or concerns, feel free to let us know. 

• Initial Complaint

  Date:04/07/2025

  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.

  Date of purchase march 17th 2025. I purchase a pair of **** anthracite black sneakers. From flight club. I received an email saying they were being shipped. A week l as later I received an email saying they arrived in ******** from ***********. That was 2 weeks later. On the 3rd week I emailed them again. Received another response saying they d get back to me. This was the second time they ve sent me that email. I also asked them for a refund. They never got back to me. I ****** ******** ordered these shoes. The shoes are under **** ******. **** ****** is also on the credit card. I do have a picture of the order number and the money they charged. I am unable to download them on the platforms being offered. If you have another email I can do that

  Business Response

  Date: 04/07/2025

  Hi there, 
  
  Thank you for reaching out regarding your recent order at Flight Club. 
  
  This item was purchased on the date 03/17/25 10:44am PDT. Please note, delivery times typically take 7-12 business days and delivery times are general estimates, not guaranteed.
  
  After careful review of Order *********, we can confirm this item was delivered within the expected timeframe on the date Monday, March 31, 2025 with proof of delivery.
  
  If you any other questions or concerns with the order, please reach out to our support team at *********************************** we would be happy to assist. 

• Initial Complaint

  Date:03/25/2025

  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.

  They are crooks. They sale you c*** that falls apart the moment you put them on and give no refund. PLEASE DO NOT BUY ANYTHING FORM THEM

  Business Response

  Date: 03/25/2025

  Hi there,

  Thank you for reaching out about order no. 506014024. We apologize for the inconvenience you are currently facing.

  After a review of your order for the of the Air ****** 10 Retro 'Venom', we can confirm the item is Final Sale per our policies. The specialists on your case reached out to inform you that all items marked as Vintage are Final Sale. This information is also displayed on the product page for the item. You can review this information here: ********************************************************;
   
  I understand this was not the outcome you were expecting and I sincerely apologize for the inconvenience to you. We do, however, have to abide by our company policies at this time.
   
  We apologize for the inconvenience and appreciate your understanding during this time. 

• Initial Complaint

  Date:03/24/2025

  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.

  Purchased ****** 12s for my birthday which was **********. Made the purchase Feb 27th. Surely enough time to get to me before then. But nope. It shipped internationally ok thats fine. It since has made its way to ********** and has been stuck there for two weeks. After emailing I received no response. I would like my sneakers I paid for asap or a refund immediately.

  Business Response

  Date: 03/25/2025

  Hi there,

  Thank you for reaching out about order no. 466980666. We are sorry to hear about the inconvenience you are currently experiencing.

  As of now, we are able to confirm the package was delivered by *** on Mar 25, 2025, 12:15 p.m. For delivery information, we advise contacting the courier. 

  Tracking: 4201120792612903029726543400328276
  
  We appreciate your patience and understanding. If you still have any questions or concerns, feel free to reach out through the available support channels or email ********************************** directly. Thank you.

• Initial Complaint

  Date:03/21/2025

  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 never received this order from this company. I have order many pairs of sneakers and have not had a problem before. They sent me an online delivery photo from some previous delivery that was NOT on 3/14. I have a recording doorbell camera which did not detect anyone coming to my door at 9:15 AM. There was no ring to the doorbell as well. I have all recordings from the activity in front of my door for this day and there was not a delivery attempt at all. The "proof of delivery" does not have a time or date confirmation.

  Business Response

  Date: 03/23/2025

  Hi there,

  Thank you for reaching out regarding your recent purchases with Flight Club. We deeply apologize for the inconvenience that you have experienced.
  
  After a careful review of order no. *********, we have confirmed with the courier that your package was delivered on Friday, March 14, 2025 to the shipping address provided at checkout. 
  
  Unfortunately, once a package has been marked as delivered with proof of delivery, we no longer have control over the package's whereabouts or responsibility for its safekeeping. Flight Club is not liable for lost or stolen packages as this is not covered under our missing package policy. 
  
  Please note that the risk of loss and title for items purchased by you passes to you upon our delivery of the items to the carrier.
  
  At this time, you will have to work with the courier company directly, as they are responsible for the safe and secure delivery of your package. You can find their contact information on their website or the delivery confirmation email.
  
  I understand that this was not the outcome you were expecting and although I wish to alter the resolution, we are unable to make any exceptions at this time. If you would like to continue pursuing your missing package claim, you will have to work with the courier and your local law enforcement.
  
  We apologize for the inconvenience this has caused you and appreciate your understanding. Thank you again for reaching out. 

• Initial Complaint

  Date:03/21/2025

  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 never received my order it been almost a month

  Business Response

  Date: 03/23/2025

  Hi there,

  Thank you for reaching out about order no. 963443130. We are sorry to hear about the inconvenience you are currently experiencing. 

  After reviewing the details, it looks like DHL has handed over your package to your local **** for final delivery. Please note that Flight Club does not manage the delivery process directly, so for the most accurate and up-to-date information, I recommend contacting the courier directly.

  Heres the **** tracking number for your reference: 9261290367752603220086.

  Please keep in mind that delivery times are estimates and may be impacted by factors such as weather or other unforeseen delays. For further updates, reaching out to the shipping courier directly will provide you with the most accurate information.

  We truly appreciate your patience and understanding during this time. If you have additional questions, please reach out to our support team at *********************************** Thank you. 

• Initial Complaint

  Date:03/18/2025

  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.

  Everything is seen through emails and i have sent many pictures of everything asked from the support team at flight club i will no longer conduct business with flight club and it is very hard to hear back from the support team at flight club if i have to get a attourney and file for a lawsuit i will be more than happy to show in court the shoes are fake and damaged when i paid for new! I'm trying to resolve this matter with a refund and not have to take this matter to court please help with this small matter before it gets bigger!

  Business Response

  Date: 03/20/2025

  Hi there,
  
  Thank you for reaching out about order no. *********. We are sorry to hear about the inconvenience you are currently experiencing.
  
  After a review, our team of specialists is currently conducting a detailed review of the photos you have provided for the item in question. Please be assured that we are carefully considering all aspects of the situation. 
  
  We would like to kindly inform you that, as per our established policies, we must follow a standard procedure when evaluating these types of concerns. Since the item is marked as final sale, a thorough review process is required before any exceptions can be made. 
  
  We understand that this may take some time, but please know that we are committed to providing you with the best possible outcome. If you have any further questions or need additional assistance, feel free to reach out through your open support ticket no. 16415306.
  
  We appreciate your patience and understanding. 

• Initial Complaint

  Date:02/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered sneakers August *******. The amount paid for the sneakers was $264.30. When I received the package there was no sneakers on box inside the package just brown paper. I emailed FlightClub about the issue they sent me affidavits I need to submit back to them to dispute it. I sent it September *******. After i submitted it was pending finally they said they closed it. I still had charges on my card I disputed it with my credit card they said flight club was still charging me for the merchandise. Its been over 6months and this issue still isnt resolved and is affecting my credit. I just want the money back for merchandise I didnt receive.

  Business Response

  Date: 02/25/2025

  Hi there,
  
  Thank you for reaching out about order no. *********. We are sorry to hear about the inconvenience you are currently experiencing. 
  
  After a careful review, it looks like the order was marked as delivered on 09/06/24 and you created support ticket #******** on 09/10/24.
  
  Our agents provided you with an affidavit form to fill out so we could file a missing package claim on your behalf. However, you filed a dispute with your financial institution on 09/11/24 which rendered the affidavit void as Flight Club is unable to take any actions during an open dispute. 
  
  As is standard practice, Flight Club provided your financial institution with all available documentation available. Following their review, your financial institution determined the claim was not eligible for a refund and closed the dispute in our favor.
  
  When a financial institution or payment provider reviews a dispute, the outcome of their investigation is binding for all parties involved. As you escalated this issue to your financial institution, all investigations and resolution efforts are handled through that process and not directly through us and our claim services. Once your bank issued its final decision, Flight Clubs ability to intervene further was limited.
  
  We empathize with your frustration and acknowledge your disappointment. However, given the final determination made by the bank and the tracking evidence confirming delivery, Flight Club cannot issue a refund for the disputed item based on the financial institution ruling and investigation results.
  
  We apologize for the inconvenience and appreciate your understanding during this time. For further information regarding your claim, we advise you to contact your financial institution directly. Thank you. 

• Initial Complaint

  Date:02/14/2025

  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.

  Flight Club sent me fake shoes and they make it hard to communicate. They are not authentic. They are not fair. This is not a negotiation. They need to be shut down. This should be illegal. They sent me fraud and fake **** shoes. I would never buy a pair of shoes with poor quality. They are scammers.

  Business Response

  Date: 02/17/2025

  Hi there,
  
  Thank you for reaching out about order no. *********. We are sorry to hear about the inconvenience you are currently experiencing. 
  
  We want to assure you that we do not sell, accept, or handle fake products, grey market items, or factory variants. We guarantee that everything you purchase from Flight Club is authentic.
  
  All sneakers we accept for sale are carefully and thoroughly inspected for condition and authenticity at multiple checkpoints. The consignment team is trained to identify any and all inconsistencies and our policy is to decline items that do not meet our standards. Our fulfillment team re-inspects the sneaker prior to shipment for defects and flaws beyond the normal variations in manufacturing.
  
  The Dunk Low Premium 'Medium *****' was verified by a specialist on 01/21/25 1:17pm PST. We can confirm the shoes that were shipped to you are authentic. 
  
  At Flight Club, all sales are final. Since we are a consignment marketplace, independent sellers provide the items we offer for sale, and the stock is not directly owned or controlled by Flight Club. As a result, we are not able to process returns or exchanges. For more information regarding our return policy, please visit our FAQ's.
  
  If you don't wish to keep the item you have received, we encourage you to begin a consignment relationship with us by visiting *******************************. There, you will be able to create a submission online to list the item to sell.
  
  We appreciate your patience and understanding. Should you have further questions, please reach out otherwise our support team directly. Thank you. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22940220
  
  I am rejecting this response because: The shoes are fake 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/19/2025

  Hi there,

  Thank you for the response. 

  At Flight Club, weve built a database of over ****** sneakers with manufacturer notes, so every time a shoe comes through for verification, our specialists will inspect by hand off of those notes. We inspect everything from the stitching to the label, texture to color and so much more to ensure they are 100% authentic. In the event our specialists have any concerns, we err on the side of caution and do not proceed with the order.

  In the case of order no. 577426169, we can confirm the authenticity of the product as it was inspected in hand by a Flight Club verification specialist on 01/21/25 1:17pm PST. 

  Issues found with the shoes can be attributed to natural inconsistencies in the manufacturing process. These sneakers were mass-produced in very large quantities, so manufacturing defects (i.e. excess glue, stitching, construction, paint, leather deformities, etc.) do commonly appear in most pairs.
  
  Rest assured, we make it a point to reach out prior to shipping when there are inconsistencies that are out of the ordinary.
  
  If you dont wish to keep these, we welcome you to visit ******************************* and create a consignment relationship with us. You will be able to create a submission online to list the item you wish to sell through us.
  
  We appreciate your understanding at this time. Thank you. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22940220
  
  I am rejecting this response because: the shoes are fake, you will be reported to the Attorney General. I will also pay you a personal visit because your shoes are fake. Have it your way. The shoes are fake. I want my money back. You are going to pay one way or another. Stop wasting my time.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/20/2025

  Hi there,

  Thank you for reaching out.

  We have carefully reviewed your concerns with our leadership team. After thorough verification, we can confirm that order no. ********* has been authenticated by our team of specialists, so unfortunately, we are unable to make any exceptions in this case.

  I understand that this may not be the response you were hoping for, and I genuinely wish I could offer an alternative resolution. However, at this time, we are unable to adjust our decision. As outlined in our terms and conditions, all sales are final. By completing your purchase, you agreed to these terms.

  If you no longer wish to keep the shoes, we recommend considering reselling them, as the original seller did, to recover your funds.
  

  We sincerely appreciate your understanding. Thank you again for your patience.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22940220
  
  I am rejecting this response because: you are being extremely difficult about the fake shoes, these shoes are not premium dunks. The soles are defective. The paint is even sloppy. You are lying. I will file with the attorney general. If that doesn't work I will personally coming to your store and you will pay one way or another.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/10/2025

  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 bought a pair of sneakers from Flight Club on Broadway in *** on 2/8/25. We were told all shoes were authenticated. I paid $752.33 for a pair of rare Concept x **** Dunk Low Orange Lobsters. I get them home and notice the tread design on the bottoms are different, as are the material/patter of the swooshes on the side. It is very obvious one of the two shoes is counterfeit, which Flight Club is selling as authentic items.

  Business Response

  Date: 02/10/2025

  Hi there,
  
  Thank you for reaching out about your recent Flight Club purchase. We are sorry to hear about the inconvenience you are currently experiencing. 
  
  Flight Club is a consignment marketplace, which means that independent sellers list their items for sale through our platform, and we do not own the stock ourselves. Because of this, many items are priced higher than their original retail value. Resale prices can vary depending on factors such as consumer demand in the marketplace.
  
  We want to assure you that we do not sell, accept, or handle fake products, grey market items, or factory variants. We guarantee that everything you purchase from Flight Club is authentic.
  
  All sneakers we accept for sale are carefully and thoroughly inspected for condition and authenticity at multiple checkpoints. The consignment team is trained to identify any and all inconsistencies and our policy is to decline items that do not meet our standards. Our fulfillment team re-inspects the sneaker prior to shipment for defects and flaws beyond the normal variations in manufacturing.
  
  If you are unsatisfied with the product, please create a support ticket via our support channel and provide pictures of the sneaker showing the Flight Club hangtag attached to the shoe. However, we are not able to honor any claims if the Flight Club hang tag is not attached.
  
  Its our hope that through our efforts, we can help create a trustworthy and safe community for buying and selling sneakers.
  
  We appreciate your patience and understanding. Please let us know if you have any additional questions.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22919001
  
  I am rejecting this response because:
  - I contacted Support and already filed a complaint directly and haven't received a response.
  
  - I purchased the sneakers in person and there were no Flight Club tags on them. I previously sent the receipt as an attachment.
  
  - I sent photos previously. The bottoms of the shoes are different. The thread has differently spaced sizing on them, and the swooshes/patter are a different material on each shoe. They are not identical shoes. One of the sneakers is counterfeit and one is authentic in the pair I received.
  
  - "We guarantee that everything you purchase from Flight Club is authentic" > Wonderful - I would like my refund processed as you can see the two shoes are not the same and one is a fake.?? If they were both authentic, they would be an exact match.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 02/11/2025

  Hi there,

  Thank you for the response. 

  After a careful review, there are no open support tickets with the email ***************************************. To help you investigate the matter, please provide the email or order number. 

  We appreciate your cooperation. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22919001
  
  I am rejecting this response because:

  The open ticket is under ********************** 16226336
  
  Sincerely,
  
  **** *********