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

  812 Broadway New York, NY 10003-4848

• 

  Flight Club

  535 N Fairfax Ave Los Angeles, CA 90036-1715

  
• 

  Flight Club

  3910 NE 1st Ave Miami, FL 33137-3608

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:01/06/2025

  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.

  I used the site to purchase a rare pair of shoes as a Christmas gift. When the package arrived, I noticed the shoes looked damaged. I immediately contacted the seller Flight Club and I didn't received a response for almost a whole week. When they finally responded, they asked for me to send pictures which I did. then I didn't hear anything else after that until this morning 1/6/25 stating that they cannot refund me my money due to the tag being removed. Which the tag was not removed at all. I spend thousands of dollars on shoes, and I would never purchase a used pair of shoes. I selected New and I did not receive that. The shoes are basically falling apart, the sole is damaged the tag is damaged everything was damaged and it is very embarrassing that this was supposed to be a gift to someone from me and they can't even wear the shoes, and I cannot get my money back! I am very angry and this company should be sued due to these weird messed up policies.

  Business Response

  Date: 01/07/2025

  Hi there,

  Thank you for reaching out about Flight Club order no. 376859590. We are sorry to hear about the inconvenience you are currently experiencing. 

  After reviewing the situation, we can confirm that the item was listed as Vintage on the platform. As part of the listing, product photos were made available for you to assess the condition before purchasing. The discoloration youve mentioned was visible in those images.

  The Air ****** 13 Retro 'Flint' 2005 you purchased is a vintage item, and as such, its naturally subject to signs of aging. These shoes are 20 years old, and over time, even if theyre kept in their box, the materials can deteriorate. For instance, when sneakers are stored deadstock (unworn) for long periods, the glue used in construction can dry out, which can cause the overall aging process to speed up. In fact, shoes that are occasionally worn tend to age more slowly than those left unworn for years.

  It's also important to note that all shoesespecially vintage onesare not made to last indefinitely and will eventually show signs of wear, no matter how carefully they are stored. Because of this, we strongly advise customers to carefully consider whether they plan to wear or simply collect vintage sneakers before making a purchase.

  Lastly, please be aware that all vintage items are classified as Final Sale, meaning they are not eligible for returns or exchanges.

  We hope this clarifies the situation, and we sincerely appreciate your understanding.

• Initial Complaint

  Date:01/06/2025

  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 ordered a pair of sneakers from Flight Club (******************************) and they sent me a pair of fake Air ****** 11s. According to their site all sneakers undergo an authentication process and fakes are rejected. These sneakers I received are 100% replicated. I want my money back from this company. How are they allowed to mislead consumers like this?! Also I ordered from ****************************** and when I received my package, they said the package from GOAT arrived. I didn't order from GOAT.

  Business Response

  Date: 01/07/2025

  Hi there,

  Thank you for reaching out about Flight Club order no. 232238340. 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.

  Order no. 232238340 for the Air ****** 11 Retro 'Legend Blue / Columbia' 2024 was verified by a specialist on 12/26/24. We can confirm the item you have received is authentic. 

  Furthermore, Flight Club has merged with GOAT since December 2018. Its our hope that through our efforts, we can help create a trustworthy and safe community for buying and selling sneakers.

  In the event there is an issue with your order, we advise contacting our support team directly by emailing *********************************** One of our agents will be happy to provide you with assistance. 
  
  Thank you.

• Initial Complaint

  Date:12/31/2024

  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.

  Made a purchase from a company named flight club/ goat received confirmation of order, tracking info was sent and followed closely when it was said to have a failed attempt contacted merchant of delivery service who said that the package didnt even reach their facilities and to reach out to the seller there is no direct number for goat nor flight club and after submitting several tickets the issue has yet to be resolved.

  Business Response

  Date: 01/02/2025

  Hi there,
  
  Thank you for reaching out about order no. *********. We sincerely apologize for the current inconvenience you are currently experiencing.
  
  After a careful review, it appears the Air Max **** 'Triple Black' was issued during the verification process. 
  
  Kindly note that Flight Club is a consignment marketplace, meaning independent sellers provide the items listed for sale and the stock is not owned by Flight Club.
  
  As a result, we rely on sellers to ship their items to our warehouse first for verification and authentication review. Once our team of specialists confirms the item is as described, we are able to move forward with fulfilling the order. 
  
  In this instance, the shoes we received from the seller did not meet our standards for approval. Since we do not hold inventory, we were unable to fulfill this order and have processed the cancellation. I know it's a terrible experience to be canceled on, so we do apologize for this. Please know that we are constantly working to improve our platform and hope to eradicate these issues.

  Rest assured, weve been taking corrective action with sellers regarding order issues, and this approach has proven effective. If a seller accumulates multiple strikes, we will be forced to revoke their selling privileges.
  
  An agent reached out to you on 12/28/24, informing you of this information and that a full refund of $205.75 was processed back to your original payment method on 12/27/24. If you did not receive this email, we advise checking your spam or junk folders for messages from ************************************************************. 
  
  If you have any further questions, please contact our support channel directly and we will be happy to help.
  
  We appreciate you and your business. Thank you. 

• Initial Complaint

  Date:12/26/2024

  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 a pair of ****** 11 Legend Blues on 12/13, order # *********. Received an email on 12/14 that the shoes were being shipped for verification. As of this complaint submission there has been no status update since that point. I have emailed support several different times and have only received an automated response that the shoes are being shipped for verification when at this point the shoes should have been on the way to me or in route to me.

  Business Response

  Date: 12/30/2024

  Hi there,

  Thank you for reaching out regarding your recent purchase with Flight Club for order no. *********. We deeply apologize for any inconvenience that you have experienced.

  Since your product will first be sent to us for authentication, orders typically take 7-10 business days (Monday to Friday, excluding holidays) to reach our domestic customers. This includes 3-4 days for the seller to ship the item to us, 1-2 days for authentication, and 3-4 days for us to ship it to you.

  Order no. ********* was placed on 12/13/24 4:13pm PST. Based on the tracking information, we are able to confirm the shoes were delivered 12/26/2024, 12:12 P.M. which is the 9th business day.
  
  I have also attached the tracking link below for your viewing. 

  1ZY669990494561302
  
  Please note that these delivery times are estimates and not guaranteed, as shipments may be affected by weather-related delays or events outside of our control. You may contact the shipping courier directly for additional information.
  
  We appreciate your patience and understanding. If you still have any questions or concerns, feel free to reach out. 

• Initial Complaint

  Date:12/20/2024

  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.

  Made an order for sneakers for Childs birthday .They sent me an email saying it have been delivered .when I got home the package wasnt there and when I contacted them several times for a month or maybe more they did not honor my request for replacement or refund .in the end they said they want an affidavit and passport and I did send it in still they didnt want to help me .Due to the situation I had to pay it all even though I never received my order .I want a refund

  Business Response

  Date: 12/22/2024

  Hey there,

  Thank you for reaching out about your order concerns. We apologize for the inconvenience you are currently experiencing. 

  After further review, we can confirm that we are unable to locate an order associated with your email and address provided. 
  
  The privacy and security of our customers are a top priority. Please feel free to contact us directly from the email associated with your account and we would be happy to look into this further for you!
  
  You are also welcome to reach out to us by emailing ************************************************************. We would love to continue working with you on this matter.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22712735
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/02/2025

  Hi there,

  Thank you for the reply.

  Upon reviewing your details, we couldnt find an order associated with the email and address you provided.

  To protect your privacy and security, please reach out from the email linked to your account, and well be happy to assist you further with your inquiry.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22712735
  
  I am rejecting this response because:i have contacted them over a dozen of times and they wouldn't honor my order 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/18/2024

  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.

  I ordered a pretty rare sneaker with specific details that make shoe what it is and the shoe I received is not authentic ... So I proceeded to contact Flighclub support told them my concerns and let them know that the shoe I received I believe it is not authentic and would like a refund of my money and I proceed to show proof of the shoes flaws and my concerns with photos of the authentic shoe that is on there website and the shoe they sent me and it is clear as day you can see the difference in the shoes especially to the cracking on the heel of the shoes on the black part which is not the same , which is a major character of the sneakers and you can see the difference in the two in the photo sent in the email.

  Business Response

  Date: 12/19/2024

  Hi there,

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

  Our goal is to be the most trusted marketplace for sneakers. We do this by only accepting sellers with the best reputation and by verifying all sneakers to ensure their authenticity.
  
  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.

  Order no. ********* for the Air ****** 1 Retro High OG 'Chicago Lost & Found' was authenticated at 11/19/24 6:49am PST and inspected for quality control at 11/19/24 8:17am PST by a Flight Club specialists. We stand by our verification results for this item. 

  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 you and your business. Please let us know if you have any additional questions.

• Initial Complaint

  Date:12/09/2024

  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.

  I ordered some shoes from this website and they are supposed to pass a quality control assessment before being mailed to me the consumer. One of the shoes that arrived has a crease in them and doesnt match the other shoe as far as quality. They have a no refund policy on their website, but to me this seems like a fraudulent sale because I didnt get what I paid for. I have not worn the shoes and I have not taken the tag off of them that specifies if removed sale is final.

  Business Response

  Date: 12/10/2024

  Hi there,

  Thank you for reaching out about order no. *********. We are sorry to hear about the current inconvenience you are facing. 

  Weve reviewed your photos with our verification team regarding the Air ****** 3 Retro OG 'Black Cement' 2024. The concerns you've raised are likely due to natural variations that can occur during the manufacturing process. These sneakers were produced in large quantities, so its common to see minor imperfections such as excess glue, stitching issues, paint discrepancies, and slight leather deformities in many pairs.

  Please know that we always contact our customers before shipping if we notice any inconsistencies that fall outside the norm, and we hope this information helps put your mind at ease.

  If you decide not to keep these sneakers, wed be happy to assist you in creating a consignment partnership through our platform at *******************************. You can easily submit an item for sale via our online platform.

  We appreciate your understanding. Feel free to reach out if you have any further questions!

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22660875
  
  I am rejecting this response because: they shouldnt be sending people brand new shoes with creases in them. And their resolution of me selling them on their website only puts more money in their pocket when they already robbed me for my money of selling me some shoes that have creases in them. How do these get passed a QC check? They should have Been rejected and mailed back to the seller. The proof is in the photos theyre clearly not flawless and like I told them in my response to their email Ive been collecting shoes since the 1980s and *** never purchased any shoes that were brand new that had creases in them. This isnt right or acceptable. And after doing research online, after the fact, I found that many people experience this with this company where they mail low quality shoes at high prices saying that theyre brand new. Whether or not these shoes are brand new or not they shouldnt have creases in them.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 12/11/2024

  Hi there,

  Thank you for the reply. 

  Our consignment team is thoroughly trained to spot any inconsistencies, and we have a strict policy of rejecting items that don't meet our quality standards. Before shipping, our fulfillment team conducts a final inspection to ensure the sneakers are free from defects or flaws that go beyond typical manufacturing variations. This thorough, multi-step process is designed to maintain the high level of quality our customers expect.

  Given the large volume of sneakers produced, it's not uncommon for minor imperfections like extra glue, stitching irregularities, paint inconsistencies, or slight leather variations to appear across different pairs. In the event our specialists have any concerns, we err on the side of caution and do not proceed with the order.

  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, all sales are final.. 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. Please let us know if you have any additional questions by reaching out through our support channel directly. Thank you.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22660875
  
  I am rejecting this response because:I already stated in previous email why I am not accepting their response if their QC team is so strict how did I end up with shoes that have a crease on them? They should have BEEB REJECTED BY THEM AND MAILED BY TO THE SELLER

  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/09/2024

  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.

  I Purchased some Air Jordans OG. Black cement on Nov ******* for$260. My order ******** was supposedly delivered on Nov *******. I never received my order. I requested proof of delivery all I was provided was a picture of a box on the floor . Nobody ever signed for my order nor did the picture show anything resembling my front stairs or address. I notified Flight Club. I had to complete an Affidavit and make a police report which I did and returned to Flight Club . Next email I received says *** denied my claim. First. Of all I did not purchase anything thru *** second of course they not going to say they responsible. Flight club said *** tried to reach me , I work every day and never received any calls or emails from *** . Flight Club refuses to give me money back or replace them or even Credit my purchase. I am hoping BBB can help or at least leave a bad rating so others are not taken advantage of like myself

  Business Response

  Date: 12/10/2024

  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 *** that your package was delivered on 11/22/2024 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. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22659934
  
  I am rejecting this response because: I do not accept this response I never made with ***** Flight Club is putting the responsibility on *** this is ridiculous over course *** doesn't want to pay the claim. This package with over 250 should of been insured properly and the buyer should be made aware at the time of purchase of package is not received by the buyer they will lose out on thief purchase 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/11/2024

  Hi there,

  Thank you for the reply.

  As previously stated, Flight Club made every attempt to submit a claim on your behalf. Unfortunately, the claim was denied by *** and we were unable to move forward with this process. We have followed our standard procedures and diligently pursued this matter with the couriers claims department.

  We want to assure you that we take these situations seriously and have taken every possible step to resolve this issue with the courier. Regrettably, we will not be able to make any exceptions and cannot alter the current resolution for this claim.

  According to our policies, the risk of loss and title for items purchased by you passes to you when we deliver the items to the carrier. At this time, you will have to work with the courier company directly, as they are responsible for your package's safe and secure delivery.
  
  Moving forward, we suggest reaching out to *** again and escalating the matter to upper level management for assistance. 
  
  Thank you again for reaching out to Flight Club. If you have any further questions, feel free to create a support ticket through our platform. 

• Initial Complaint

  Date:11/26/2024

  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.

  So I order this sneakers on 11/15 and they shipped out on 11/19 so when I check the tracking its says shipment delivered to customer on 11/25 at ****** and todays 11/26 and still I have not received anything

  Business Response

  Date: 11/26/2024

  Hey 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 of order no. *********, we have confirmed with the courier that your package was delivered on 11/25/2024 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.

  We apologize for the inconvenience this has caused you and appreciate your understanding. Thank you again for reaching out. 

• Initial Complaint

  Date:11/13/2024

  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.

  I did an offer for 217 but saying I would get a email if accepted. And didnt get no e-mail but still took my money and its been since the 8th of this month I havent got a email

  Business Response

  Date: 11/17/2024

  Hey there!
  
  Thank you for your patience as I received and reviewed your BBB inquiry. We are sorry for any difficulties you may have experienced!
  
  After further review, we can confirm that we are unable to locate an order associated with your email and address provided. 
  
  The privacy and security of our customers are a top priority. Please feel free to contact us directly from the email associated with your account and we would be happy to look into this further for you!
  
  You are also welcome to reach out to us by emailing ************************************************************. We would love to continue working with you on this matter. Have a beautiful day!