ComplaintsforRoad Runner Sports Inc
Current Alerts For This Business
On March 7th, 2024, the business responded to BBB's letter outlining the pattern of complaints with their plans to eliminate the pattern by taking steps to improve the customer experience when cancelling. Consumers are advised to call 1-800-743-3206 or email them via the "contact us" link on their website to cancel. Consumers do have the option to wait to speak to an agent or leave a call back number and not lose their place in the queue. Lastly, customers should also double check to ensure they are not providing alternate contact information than what was submitted upon signing up ,as their account may not be located."
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Road Runner is attempting a transaction with my credit cards without authorization, approval, or consent, causing one of my credit card providers to declare the transaction fraudulent and my card void. Now I have to wait for a new card. Then, hours later, the company charged the same transaction without my authorization or permission to my other credit card. I have been waiting to talk with a Road Runner Customer representative for over an hour (still waiting). Now forcing me to call the other credit card company to inform them that I did not authorize this transaction. Based on the long history of customers reporting the same issue, this company needs to be labeled as a scam and an announcement made to future customers entering their shops (e.g., *********, ** location).Road Runner better not impact my credit score with their own scam!I have recorded all evidence and will provide to proper authorities when requested.Business response
08/14/2024
Road Runner Sports has made contact with the customer to address their concern. As requested, the membership has been cancelled and refunded, the customer will not receive any additional charges. An explanation was provided on how the membership is enrolled, how the renewal is communicated and how the customer's feedback will be used for internal process improvements.
We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
*************************
Road Runner Sports
Initial Complaint
07/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Road Runner Sports charged me a membership fee without my consent.Business response
08/01/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on July 31st, 2024.
The customers ********************** has been canceled and a refund has been issued.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.Thank you
*************************
Road Runner Sports
Customer response
08/01/2024
Hi ****,
How will I be compensated for the time I spent in communication to get my refund?
Have you deleted my credit card information from your system? Why did you save it in the first place?
I see so many of the same complaints on this website and other forums where customers are charged ********************** fees without consent - what are you doing to address these complaints?
Business response
08/07/2024
Road Runner Sports has made contact with the customer and supplied an additional resolution offer of refund and information of how to request deletion of data. We are confident this action will lead to a satisfactory resolution of this dispute.
Thank you
Road Runner Sports
Customer response
08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 7/21/2024, at Road Runner Sports, ***********************************, I returned Asics sneakers and Asics custom insole *** cushions and purchased Hoka ******* 9 sneakers and Hoka custom insole *** ******** Another employee assisted the trainee with the transaction. Later, I noticed that I was not refunded $89.99 for the Asics custom insole *** cushions. On 7/21/2024 at 3:57PM, I called an spoke to ******** explaining the aforementioned and told him my receipt was still in the store. He said he would look into it before the end of the day. When he failed to do so, I called on 7/22/2024 at 11:32AM, and asked to speak to the manager, ***** (not his real name) claimed to be the manager. I reiterated the aforementioned, he said "No problem", asked for my name and credit card number/expiration date, "performed the refund", said it was completed. Immediately after providing him with that information I asked him to repeat the information and he said "it went through and the information is gone". A few hours later, I reviewed my checking account for the nonexistent refund. I reviewed my checking account several times since 7/22/2024 thru 7/24/2024 (today) and still no refund. I called RRS this morning 7/24/2024 at 10:11 AM again requesting to speak to the manager. An employee handed the phone to *****. I told him that I had not been refunded. I reiterated the above and mentioned that we spoke on 7/22/2024 11:32AM. He said that was not him. I told him that he has two dishonest employees. He disagreed about having two dishonest employees and never bothered to apologize for the mismanagement, lies, dishonest employees, inconveniencing me, wear and tear on my car, round trip gas and my time to return. ***** said "refunds are not done on the phone", "I would have to return to the store for that to happen". I am very concerned about the dishonest employee who used ******* name and now has my credit card number and expiration date. I want my $89.99 refund.Business response
07/31/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on July 31st, 2024.
The customers future ********************** renewal has been canceled.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner SportsCustomer response
07/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************
Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was charged $99.99 for a membership I did not enroll in. I would like to be reimbursed.Business response
07/23/2024
Thank you for an opportunity to respond to this complaint.
In effort to resolve this dispute, Road Runner Sports has researched the information the customer has provided and been unsuccessful in locating the customer's record in our database. We have also attempted to contact the customer to obtain alternate search information by phone and email, but have not been able to reach the customer. ********************** would like to resolve this dispute, but we kindly ask for the customer to assist by providing some or all of the following information, supplied at purchase, to help locate a record: Full Name (if nickname was provided), the customer account number, a recent order number, an alternate email address, an alternate phone number, a copy of sales receipt or invoice. Once Road Runner Sports obtains this alternate information, a successful search is likely, and resolution can be made.
Thank you for your partnership.
*************************
Road Runner Sports
Initial Complaint
07/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Road runner is charging me for a VIP membership after buying shoes from them years ago, but I never signed up for any VIP memberships. I only bought one pair of shoes years ago, and would have no need for a membership.Business response
07/15/2024
Complaint ID: ********
Date Filed: 7/13/24
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on July 13th, 2024.
The customers ********************** has been canceled and refunded.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner SportsInitial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Road Runner Sports keeps charging me for a VIP membership for which I never signed up. I have asked them to cancel this membership and stop charging me a yearly fee on multiple occasions and the charges continue to pop up every year. There is no way to cancel online.Business response
07/15/2024
Complaint ID: ********
Date Filed: 7/9/24
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on July 10th, 2024.
The customers ********************** has been canceled and refunded.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner SportsInitial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was charged a fraudulent membership fee of ***** and I signed no documentation saying I would. They used my data on file I want my data deleted and I'll be requesting a refund from the company immediately.Business response
07/15/2024
Complaint ID: ********
Date Filed: 7/9/24
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on July 12th, 2024.
The customers ********************** has been canceled and refunded.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner SportsInitial Complaint
07/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Unauthorized charging of my debit card for $69.99 Yearly VIP membershipBusiness response
07/09/2024
Thank you for an opportunity to respond to this inquiry. After the customer made contact with **********************, we were able to locate the charge the customer is referring to, and in a good faith effort to resolve, issued the customer refund totaling $199.97. ********************** has issued an apology to the customer. Along with this explanation, Road Runner Sports is confident this action will lead to a satisfactory resolution of this dispute.
*************************
Road Runner SportsInitial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a pair of shoes a year ago from road runner sports and theyve started fraudulently charging my card for a vip membership I never signed up for. I was able to finally call and get them to stop attempting this charge, but they refused to delete my data.Business response
06/27/2024
Thank you for the opportunity to respond to this dispute. Road Runner Sports and the customer have been in contact, and the customer's desired settlement has been met. The customer's ********************** enrollment has been cancelled, and request to delete information has been submitted.
We are confident that this action will lead to a satisfactory resolution of this dispute.
*************************
Road Runner Sports
Customer response
06/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
06/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Today I found a pending charge for $49.99 on my debit card from Road Runner Sports, yet I never authorized a new VIP account. I had an account around 9-10 years ago, when my daughter ran cross-country but had not used the store in years, until I bought an IT band roller from them, in-store, in the fall of 2022 (and likely used my debit card for the purchase). I have no idea how they got my credit card information to charge me yesterday unless they stored my card number without consent. I thought my card number was stolen and called my bank, resulting in the cancellation of my debit card. Since the charge was pending, my bank was able to remove the ************* my money. I called Road Runner customer service and remained on hold for over 30 minutes, at which point I hung up. The question remains whether I was charged in the past and failed to notice. I dont run or buy running shoes, and I have no need to shop with them. After I googled fraudulent charges with road runner sports, many BBB complaints, similar to mine, popped up. I believe this is a scam, and I am considering filing a complaint with the police department in the town where a ************** store exists. I plan to go to the store in the morning and request my name and information be deleted from their records. And I am inconvenienced by not having a debit card right now. How have they been able to continue operating this way?Business response
06/24/2024
Thank you for an opportunity to respond to this complaint. After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on June 24th, 2024.
The customers ********************** has been canceled and refunded.
We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
Thank you,
*************************
Road Runner Sports
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Customer Complaints Summary
201 total complaints in the last 3 years.
78 complaints closed in the last 12 months.