Complaints

This profile includes complaints for Road Runner Sports Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Road Runner Sports Inc

  5549 Copley Dr San Diego, CA 92111-7904

• 

  Road Runner Sports

  12200 Northup Way Bellevue, WA 98005-1933

• 

  Road Runner Sports

  1338 4th St Santa Monica, CA 90401-1302

• 

  Road Runner Sports

  1646 S Bascom Ave Campbell, CA 95008-0606

• 

  Road Runner Sports Inc

  47118 Community Plaza Suite 118 Sterling, VA 20164

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:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 3 pairs of shoes (Total of $331) under their VIP program (Which I paid for) which allows you to use the shies for up to 90 days to try and then return. Purchase was made on April 7 (Return was started on April 16) and I tried each pair for roughly 10 min on a treadmill so as not to go outside. I kept one pair and returned the other two, However they only accepted 1 pair for a refund and the other for a credit due to use of shoe. They arbitrary choose one pair of shoes out of the two to give me a credit rather than a full refund even though the wear on each of the pairs of shoes was the same.

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to review this complaint.  Road Runner Sports has made contact with the customer, and in an effort to resolve, has issued the refund the customer has requested.  Based on the proposed solution, the customer communicated that this action will lead to a sastifactory resolution of this complaint.  

  Thank you
  **** ********

  Road Runner Sports

  Customer Answer

  Date: 05/07/2025

  
  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,
  
  ***** Longmiller
  
   
  

• Initial Complaint

  Date:04/16/2025

  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.

  on april 7, 2025 i ordered a pair of sneakers from this company the shipping estimate was 3-5 business days to be shipped from ********* ** to *********** ca. i received an email with a tracking number however it was an invalid number as when i clicked it i was taken to the fed ex site that said the parcel did not exist. i called about this 2 times. finally i was told it would arrive april 12. i waited all day and nothing arrived. finally i called again and was told it was delivered - however it was not and they told me they would open a trace case and it could take 5 business days. i learned the shipping company was gls (never heard of them) like a fool i trusted this company and because i already waited a week i could not wait another 5 days for them to process a refund so i could order another pair so i spent more money and ordered another pair april 13 and per my request they agreed to ship overnight. they shipped this april 14 and it was scheduled to arrive on the 15 however while they said there would be an email notice with the tracking i received NOTHING so again i waste my time to call them and i am given a tracking number and told it would be delivered april 15. i wait by the phone literally all day until 12am - of course nothing arrived, i tracked the item all day on the gls site which said it was out for delivery (see separate filing) then suddenly the tracking info all changed with info that no one could explain or back up. both companies do not allow customers to speak to anyone who has all the required knowledge regarding the shipping procedures. roadrunner is sending the packages to the wrong place causing an extra delay. they are sending to poway not gardena. on april 15 gls confirmed the first order was declared MISSING yet roadrunner refuses to refund me until friday as they claim they are still researching it but can not provide any info as to how and gls said case closed, roadrunner has been beyond rude to me, lied countless times

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to this dispute.  In an effort to bring this to resolution, Road Runner Sports has promised to refund the customer the cost of the two orders and deliver a complimentary replacement, which should arrive to the customer no later than Saturday April 19.  We apologize for the inconvenience, as the shipping carrier GLS has reported RRS, that one of the packages was delivered, despite the customer expressing that the package was not delivered.  The other package's last known location was in **************, but yet delivery has not yet been completed.  

  We are confident that this offer to resolve along with explanation will lead to a satisfactory resolution of this dispute. 
  Thank you

  **** ********

• Initial Complaint

  Date:03/31/2025

  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 made a purchase on February 14, 2023 from ****************************************************. The original transaction was $20. I noticed a charge on my credit card of $99.95 to AADV ***** on March 18, 2025. I have been unable to find any information or phone # for this company and called the bank for help. They traced it back to this purchase in 2023, when I made the original purchase, I inadvertently signed up for a membership. apparently I was also charged last March for the same membership. I have never received an email, postal mail or any type of indication that I have this membership. It is supposed to be a sign up for discounted activities. I have called the company. They immediately provide another phone 3 for complaints of credit card charge. Obviously this is a frequent complaint. When I called the second number, it gives an email address then hangs up.

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond to this complaint.  *********** is Road Runner Sports, ******************************************** Club or AADV.  We researched the customer contact information provided and performed search of transaction records and did not find any matching the customer.  We believe that ********************** is not the intended recipient of this complaint.  

  Thank you
  **** ********

  Road Runner Sports

• 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.

  I visited the Road Runners Sports location in *********, ******** in March/April of 2024 and purchased a single pair of shoes. At the time, I did not consent to signing up for their VIP Family Rewards program and have no record of my enrollment via email nor text. A year later on March 23/24, 2025 around 11pm, I received a $49.99 charge with no additional context. As a result, I assumed my card had been compromised, reported it stolen with my bank, and I am now going through the painstaking process of waiting for them to send me a new card in the mail. Unbeknownst to me, this charge was the result of the company charging me for a VIP plan I did not sign up for. In the attached documents, you'll see an email from them on 3/24 asking me to sign up for the VIP program, further proving I was not already signed up. You'll see a screenshot from their website where I tried to verify my membership and was informed that no membership was associated with my email address. And finally, you'll see a screenshot from my bank account with the posted charge of $49.99. It seems my debit card was stored and charged without my consent. This behavior is abhorrent and I am demanding a refund.

  Business Response

  Date: 03/27/2025

  Thank you for the opportunity to respond to this complaint.  Road Runner Sports has made contact with the customer and resolved the issue. 

  Thank you

  **** ********

• Initial Complaint

  Date:03/22/2025

  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.

  Road Runner Sports signed me up for a paid membership without my knowledge. Once I found out about the membership, I asked them to cancel it, which they said they would. I recently received a $99.99 unauthorized charge to my credit card, which appears to be a membership fee.

  Business Response

  Date: 03/27/2025

  Thank you for the opportunity to respond to this dispute.  Road Runner Sports has successfully made contact with the customer and resolved the issue.  

  Thank you

  **** ********

• Initial Complaint

  Date:02/28/2025

  Type:Billing 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 was falsely charged for $99.99. I was at Road Runner Sports once and bought a pair of shoes 2 yrs ago. I specifically asked not to be signed up for anything. They apparently saved my debit card number and charged it. I filed a claim with **************** for an unauthorized charge and had to cancel my card. Now I have to change my info with businesses I am using that card for, like ******* etc. This is unethical and a huge inconvenience. I called the store and they said I am not signed up for anything so what is this charge for?

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to respond to this complaint.  Road Runner Sports has made contact with the complainant and based on customer records located two charges of $99.99 for VIP membership charges.  The original purchase the complainant made was entered in error by the cashier at the store, causing the renewal the membership to be applied incorrectly.   Road Runner Sports has promised to refund apply two refunds of $99.99 to the customer's method payment to reconcile.  Additionally, Road Runner Sports will send a training reminder to Team Members for order accuracy.  Road Runner Sports apologizes for the inconvenience caused to this customer, and is confident this action along with explanation will lead to a satisfactory resolution of this dispute. 

  Thank you

  **** ********

  Road Runner Sports

• Initial Complaint

  Date:02/20/2025

  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.

  Road runner sports appeared as a recurring charge on my Amex bill for $49.99. I shopped at this store exactly once maybe 8-10 years ago. I have not stepped foot in there since. Several years ago I noticed the recurring charge. I called road runner sports and they apologized and refunded the charge and assured me it would not happen again. Nonetheless it has happened again. This company has many similar complaints online and I am shocked that the BBB has not stepped in to protect consumers. This seems like fraudulent business practices on the part of road runner sports.

  Business Response

  Date: 02/24/2025

  Thank you for the opportunity to respond to this dispute.  Road Runner Sports has made contact with the customer and determined that the customer has two VIP ********************** accounts, one under spouse and one under child.  Road Runner Sports has confirmed that both accounts are have been cancelled and no future charges will apply.  In addition, Road Runner Sports has made a promise to the customer to issue a refund in the amount of $494.88 to reconcile the duplicated membership charges that occured on the customer's credit card.  The customer can expect to receive that as a refund on their credit card within 1-3 business days.  If credit card rejects refund transaction, Road Runner Sports has promised to process the refund in check form, mailed to the customer's address on file.  We are sorry for the confusion and inconvenience, and we are confident this action and explanation will lead to a satisfactory resolution of this dispute.  

  Thank you

  **** Rothwell 
  Road Runner Sports

• Initial Complaint

  Date:02/08/2025

  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.

  1. Placed an order of a "Men's HOKA Speedgoat 6 GTX" on Jan 27th 2025 at Road Runner Sports ****************, with a mixture of store credits (gift card), and exchange credit. Order number *************************. Regretted and called the customer service to cancelled the order on Jan 28th.3. Was promised to get the credit back after 3-5 business days.4. No such credit coming at all. 5. Called on February 4th, was promised that this would be escalated to accounting and get resolved.6. No credit came.7. Called again on February 6th. Mentioned about this. And asked to cancel my VIP membership.On Feb 8th, still no credit came, and my membership still wasn't cancelled.

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to this dispute.  As of 2/10/25, a credit has been issued in the amount of $171.19 to reconcile the customer's purchase that was requested to be cancelled.  That credit can be redeemed in store or via our *********** support at **********. Also, the customer's ********************** has been cancelled per the customer's request.  We are confident this action and explanation will lead to satisfactory resolution of this dispute.  Additionally, Road Runner Sports requests that the customer refrain from using expletives when speaking to our Team.  

  Thank you, 

  **** ********

  Road Runner Sports

  Customer Answer

  Date: 02/10/2025

  Please provide me means to use the credit only via online. I only want to deal with your web site now. I do not want to speak to your representative or visit your store.

  Business Response

  Date: 02/11/2025

  I understand your concern, unfortunately that is not systematically possible.  Store credit has to be manually applied, therefore, it can only be used on the phone or in store.  

  **** ********

  Road Runner Sports

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 went into the store in ***** the Saturday before Christmas to purchase shoes. They didnt have the pair I wanted in store but said it would be easy to order them online and have them shipped to me. I paid for them with a gift card I had received from returning a pair with the 90 day guarantee. Fine print, you dont get your money back but a gift card. I received nothing about my shoes shipping so around 1/3 or 1/4 I called customer service to get status. I was told they are on back order and would ship by the next day. But instead the next day I received a notice that they would be delayed until 1/9. Then on 1/8 I got a notice they were delayed until 1/16, then on 1/15 I got a notice they would be delayed until 1/23, then 1/30, then 2/6. I called on 1/29 and was upset. I was told they have not received their stock from the company and were waiting. But dont worry you wont be charged. But I had paid in full. My only option was to cancel the order. But I dont have the original gift card. I needed shoes by 2/8. So when I received the notice of 2/6 I knew I wasnt going to get them so I called again. I was told if I needed shoes soon I would have to buy a pair and then cancel the order and get a gift card back. So now I was expected to buy 2 pairs to get a pair of shoes. I cancelled the order and was told 24 hours for a refund. Then I contacted customer service via email and they said a refund would be 3 to 5 business days. Now business day 5 has ended and I still have no gift card and no shoes. At this point I want my money back and would rather not be forced to buy another pair of shoes from them.

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to this dispute. We apologize for any incovenience caused to the customer.  As of 2/5/25, Road ********************** has issued a refund in the amount of $117.81.  Additionally, Road Runner Sports has provided the customer a replaced order of the missing item at no cost.  We are confident this action will lead to a satisfactory resolution of this dispute.  

  Thank you
  **** Rothwell 
  Road Runner Sports

  Customer Answer

  Date: 02/10/2025

  
  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 have received both the refund and shoes. 
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:01/31/2025

  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 bought a scarf from Road Runner on 1/25/23 and returned it on 1/26/23. That is the only purchase I have ever made with Road Runner. I received a credit card alert from my credit union on 1/12/25 for $69.99 for purchase at Road Runner that I never made. I thought that someone stole my credit card information and I had to go through inconvenience of having card discontinued and wait 10 days for a new card. It turns out that Road Runner also charged me this $69.99 for prior year on 1/23/24. This is definitely a scam because I never gave authorization for any type of subscription or rewards program. Road Runner charged me twice the exorbitant amount of $69.99 when I never signed up for anything. I am requesting a full refund for these two charges of $139.98.

  Business Response

  Date: 02/03/2025

  Thank you for an opportunity to respond to this dispute.  The customer was indeed charged for a renewal year for the VIP rewards program on Jan 11, 2025.  This is not a fradulent charge, it is valid as it accompanied an optional enrollment.  The customer made a purchase on Jan 25, 2023 while making a purchase in the Road Runner Sports store in ***************, ***  At the time of checkout, the customer was presented an opportunity to join the VIP Rewards Membership, which provides the customer with discounts, an expanded return policy and earned Rewards Cash.  The customer must complete enrollment by clicking an opt in box and digital signature on the card reader terminal.  The customer was provided a detailed sales receipt that specifies enrollment of the VIP rewards membership, as well as details of the automatic renewal and steps to cancel.  To date, the customer was charged ***** on 1/**/** and ***** on 1/11/25, and the customer's account has accumulated ***** in earned Rewards Cash.  Road Runner Sports sent several communications to the customer's email address provided that detail the enrollment, the earned Rewards Cash, reminders of the upcoming renewal charges and confirmation of successful renewals. The customer has not made any additional purchases nor redeemed any of the Rewards Cash earned.  To rectify this dispute, Road Runner Sports has cancelled the membership, and refunded the 2 renewal charges of ***** each. Those refunds have been submitted and subject to their banking procedures, please allow 1-3 business days to post to the customer's method of payment.  We apologize if the customer did not remember making this enrollment and we are confident this explanation and action will lead to a satisfactory resolution of this dispute.  

  **** ********

  Road Runner Sports