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Business Profile

Sporting Goods Retail

Road Runner Sports Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

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

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Road Runner Sports Inc has 52 locations, listed below.

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    Customer Complaints Summary

    • 177 total complaints in the last 3 years.
    • 59 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2025

      Type:Product Issues
      Status:
      Answered
      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 a physical gift card through Road Runner's site (which unknowingly redirected me to a third party company's website who I've now learned to be a fraudulent called Buyatab - see BBB reviews). I did not receive said gift card or confirmation email for purchase and much of my time has been wasted talking with Road Runner and Buyatab representatives.I am submitting this complaint because Road Runner claims to not have a record of this transaction (despite transaction having been conducted by them - see attached email chain with screenshot) and therefore they were unwilling/ claim to be unable to arbitrate on THEIR customer's behalf with THEIR gift card vendor to follow through with the service they agreed to provide to their customer with the transaction. This is extremely disingenuous to their customers. In this day and age, how does a company not have record of a transaction? Surely Road Runner would have record so that they can validate/provide the commission fee to Buyatab for the service rendered (again transaction was conducted through Road Runner).All of this is suspicious and suggests to me they could potentially be running a joint scam with Buyatab (who is clearly fraudulent). As you can see in attached email chain, I've requested to speak to someone in management regarding their gift card process, business practices, and an explanation as to how a seemingly reputable company such as theirs could be partnered with a third party gift card provider who is clearly fraudulent. I have not received a call or official response from Road Runner (aside from boiler plate customer service responses).WIth this complaint I also intend to warn future customers from patronizing their business and in general, the potential danger of purchasing gift cards though third party vendors. Thank you

      Business Response

      Date: 01/15/2025

      Thank you for the opportunity to respond to this dispute.  The original gift card order, which is outsourced a reputable third party, contained a typo on the email address, which is why both the customer and ********************** had difficulty in researching.  After discovering this issue, and in collaboration with the customer, we were able to replace the gift card in the original purchase amount and arranged to send the customer an electronic gift card by email.  We are sorry for the inconvenience, and are confident this action will lead to a satisfactory resolution of this dispute.  


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

      Road Runner Sports

    • Initial Complaint

      Date:01/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Inc. has enrolled me in an auto-renewal membership program without my consent or knowledge. When I try to cancel or ask for a refund, they refuse and hang up on me. Online account management portal does not function, leaving me no options. Am trying to work with the credit card company to stop these fraudulent recurring charges.

      Business Response

      Date: 01/10/2025

      Road Runner Sports has issued a refund per the customer's request.  We have sent the customer an email confirming this action, but has not heard back from the customer.  We are confident this action will lead to a satisfactory resolution of this dispute. 

      Thank you

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

      Road Runner Sports

    • Initial Complaint

      Date:12/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 shoes using the VIP program where it says I can return within 90 days. Upon doing the return I was told they only issue store credit. Nowhere it says return used shoes for store credit only. Otherwise I would have not purchased

      Business Response

      Date: 01/10/2025

      As a one time courtesy, Road Runner Sports has issued a refund for the return.  Worn items usually only qualify for a store credit under the VIP program. Brand new items are eligible for a refund.  Road Runner Sports has sent the customer an email confirmation of this action, but has not heard back from the customer.  We are confident this action will lead to a satisfactory resolution of this dispute.  

      Thank you

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

      Road Runner Sports

      Customer Answer

      Date: 01/10/2025


      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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      i however have informed the business that the way they promote the VIP program is very misleading and gives the impression that they give refunds within 90 days of making a purchase whenever used or tried on. 

       

      Regards,

      ******** Venus

       


    • Initial Complaint

      Date:12/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 received a charge on my C.C. and called Roadrunner Sports Head quarters in ************ on December 11 2024 at 253 pm. I was told that I had signed up for a program with a recurring charge once a year, I requested that I be canceled from the subscription so that I am not charged again, AND I ALSO REQUESTED A EMAIL ************************ TO CONFIRM IT WAS CANCELED. I was told that I would receive a email and a refund in 24 to 48 hours. It is now 720 pm on December 13 **************************** refund. I WOULD PERFER A EMAIL STATING THAT I WILL NOT BE CHARGED AGAIN AND MY SUBSCRIPTION CANCELED.

      Business Response

      Date: 12/16/2024

      Thank you for an opportunity to respond to this dispute.  I can confirm the customer's request to cancel has been processed.  This response can serve as official acknowledgement of cancellation.  The email address provided in the complaint, does not match the customer account records, so for security reasons, we will not include that information here. 

      We hope this explanation provides successful closure to this dispute. 

      Thank you

      **** ********, Road Runner Sports

    • Initial Complaint

      Date:12/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      In December 2023, my wife bought me as a gift the Road Runner Sports premium upgrade for $19.99. This year, December 2024, the bank called my wife and asked if she had authorized a charge by Road Runner Sports for $69.99. No. She did not authorize Road Runner Sports to charge anything. The bank said it was fraud and cancelled the credit card. The next day a card I used to make a purchase months ago at Road Runner Sports was used by them to charge me $69.99. Apparently Road Runner Sports keeps old credit card information at the ready.number, expiration date, security number, etc. I asked my bank about this. They said it was fraud and cancelled my card.

      Business Response

      Date: 12/22/2024

      Thank you for an opportunity to respond. The customers desired settlement states no further contact by the business. Road Runner Sports has sent an email apologizing for the inconvenience and invited any additional correspondence in a willingness to help effort. We are confident this action will lead to a satisfactory resolution. 

      **** Rothwell 

    • Initial Complaint

      Date:11/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 has fraudulently charged my cc $49.99 for the past three years in a row for something I never signed up for. I was only credited back one year worth from my cc company. I see this is a reoccurring issue for many years from many unsuspecting people from road runner sports. I want my remaining $100 back. This company needs shut down for randomly charging credit cards.

      Business Response

      Date: 11/20/2024

      Thank you for an opportunity to respond to this dispute. Upon review of the details the customer provided, and the customer's purchase history, it has been determined the customer voluntarily enrolled in the VIP ********************** online on Nov 29, 2022.  At that time, the customer made a purchase for Women's **** Air Zoom Pegasus 38, and was presented an offer to join the VIP rewards membership with an opt in.  The membership terms and conditions were displayed that there would be annual renewal charge to the method of payment the customer provided. In this case, the customer checked out using ****** as the payment method, so that is the method of payment that Road Runner Sports charged for the renewal of the memberships.  The membership can be cancelled at any time by calling Road Runner Sports, or contacting us through the website.  A refund will be issued for any unused portion of the membership term.  The customer has also received several emails from Road Runner Sports, which include the amount of Rewards Cash they have earned while being a member, details of upcoming and successful renewal and options to cancel the membership.  Additionally, the customer would have received emails from ****** that detail the membership renewals.  To date, the customer has not contacted **********************.  If the customer would like to cancel their **********************, they can do so by contacting Road Runner Sports.  

      We are confident this explanation and actions will lead to a satisfactory resolution of this dispute. 

      Thank you

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

      Road Runner Sports

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 tried to cancel my membership online a few times in October but wasnt quite sure if it was actually canceling. Tried to cancel again 11/2/24. Took a screenshot of the cancellation notice stating it would take up to 24 hours to reflect on my account. It also states if it was renewed in the last 30 days I can expect a full refund within 3-5 business days. I ended being charged $49.99 for membership fee on 11/5/24. I immediately called the 800 number to which I was told okay you will get an email and refund for the cancellation which never happened. I then emailed on 11/7/24 and after a few back and forths I was finally told I will receive my refund within 3-5 business days. That time came and went so I emailed them again stating I still have not received refund. Someone then emailed back stating they need my card information to which I said you can charge my card but not refund it. That county make sense and why wasnt this said on the original phone call and previous emails. Im hesitant to give my card information when several employees already are giving wrong information. I just want my refund back as promised.

    • Initial Complaint

      Date:11/15/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      Asked to sign up for a VIP membership program Asked if there was a cost to this, answer was no Charged $49.99 on November 5 No option to cancel VIP membership online, instructed to call a number Number puts you on hold for hours, no one answers

      Business Response

      Date: 11/18/2024

      Thank you for an opportunity to respond to this complaint.  Upon research of the details the customer provided, its has been determined the customer visited ********************** ****************, and purchased a pair of **** shoes.  The customer was presented an opportunity to join the Road Runner Sports VIP membership.  During that conversation, disclosure of the VIP join details and renewal are displayed on the card reader during checkout process. The customer must opt in and accept the terms and conditions of joining the membership.  Additionally, the customer was provided a sales receipt that displays the join details and terms and conditions of the membership.  Road Runner Sports apologizes if the customer was caught off guard by the renewal, and the business continuously works ensure transparency of the customer purchase experience. According to records, the customer has made contact with **********************, cancelled the membership, and a refund has been issued, satisfying the desired settlement.  We are confident these actions will lead to a satisfactory resolution of this dispute. 

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

      Road Runner Sports


      Customer Answer

      Date: 11/18/2024


      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

      Date:11/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have a VIP Platinum Membership with Road Runner Sports which I have had since 2020. It renews annually at a cost of $99.99 charged to the credit or debit card saved on file. I received an email, at the end of October, reminding me of the upcoming charge to renew my membership in November. Today 11/5/24 my father called me stating his credit card, which is not saved on the account and never has been, was charged for the renewal fee. I received no emails, texts, nor phone calls stating there was any problem attempting to charge the saved card on my account; however when I checked I realized the card number had changed and was mistakenly not updated. Instead of contacting me, the company instead went to charge the most recent credit card used on my last purchase, which was my father's credit card as he paid for my last purchase as a birthday gift. The card was not at any point ever saved on file nor did they ask if it should be saved on file as I was present for the purchase. My father called the company support line and spoke to them about the problem and how he did not authorize anything of the sort nor did I. I also called and spoke to them on the company support line and confirmed that they are issuing him a refund. When I explained the representative what occurred she simply stated, oh yes that can happen if the card on file doesn't work and the last purchase was made by a family member. That in and of itself makes no sense as it is not at all stated in their terms and conditions that they would use a credit card used in your purchase history if the card on file doesn't work, and as mentioned they did not at all try to contact me about the card not working!! It is an entirely unacceptable practice, terrible customer service on their part, and quite simply downright wrong to have done that and to apparently have that as a practice.

      Business Response

      Date: 11/15/2024

      Thank you for an opportunity to respond to this dispute.  Road Runner Sports has made contact with the customer and corrected the method of payment on their membership, and provided an apologetic explanation.  We are confident that these actions will lead to a satisfactory resolution of this dispute. 


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

      Road Runner Sports

    • Initial Complaint

      Date:11/05/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Charged my bank account ***** annual ********************** fee and I dont have an acct with **********************. My daughter, **** ******, has an acct, ****************** and I used my debit card to pay for items she purchased at your Store. I did not authorize Roadrunner to store and maintain my card info in their systems or on her acct. I want my debit card info removed from her acct and the annual membership refunded back to my acct. This is a very shady, dishonest business practice.

      Business Response

      Date: 11/11/2024

      The customer has reached out to ********************** as of 11/5/24 and a refund was given to the account with ********************** charges of $99.99.  VIP Membership is a family membership, and debit cards are tokenized without First and Last name. Digitally, there was no way Road Runner Sports could have known that the account holder of the debit card was not the VIP member.  We are certainly sorry for the confusion and inconvenience. 

      We are confident this action along with explanation will lead to a satisfactory resolution of this dispute. 

      **** ******** Road Runner Sports

      Customer Answer

      Date: 11/11/2024


      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.

      Recommend a change in business practice to stop maintaining card info unless the name on card and VIP account match.

      Regards,

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

       


    Road Runner Sports Inc is NOT a BBB Accredited Business.

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