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Business Profile

Athletic Apparel

Brooks Sports, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Athletic Apparel.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 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:03/30/2025

    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.
    I am a registered respiratory therapist, and I deserve to be recognized and included, along with all of the other hardworking medical professionals. We ***s are constantly left out of promotions, discounts, and benefits offered to countess other disciplines. This field provides essential resources in many modalities of care, and it is only growing. I work 2 jobs, one is Full-time at a sleep center in hospital, and the other is PT at a subacute care facility with patients on ventilators, trachs and/or having advanced needs.Exclusionary or discriminatory treatment of the *** is everywhere, not just in consumerism. At my sub-acute facility, they offer weekend and night differentials to every group but RTs! Nurses and even **** receive several dollars/hr. both night AND weekend differentials.... while RTs get $8/day for night shift, NO weekends!! 1st Responder and Medical occupation discounts and rewards should acknowledge respiratory therapists. For one thing, our Clinical hours and criteria far exceeded requirements for nursing. I have never once seen a CNA to do chest compressions doing a code, not that our wonderful staff would not do so if they thought it was necessary... that is literally not their function. And yet even they get your discount benefits. As do day spa type occupations like massage/physical therapists. I've been a loyal supporter and customer of ********************** for years. Constantly promoting, wearing, and recommending brooks to everyone, including my Sleep patients. I love your shoes. However, even though I am the one that keeps people breathing, and I am the one that the nurses need to call when things go sideways, I am the one who steps up even on cruise ship vacations when someone has an emergency.... to you, I'm still not worthy of being in the list of other (random) medical professions including CNAs and physical therapy. Recognize ***s need a little Love too!!Thank you,****** *****, ***, ***-SDS

    Business Response

    Date: 03/31/2025

    Thank you for reaching out about your interest in our Sports Medicine Ambassador Program! Unfortunately, respiratory therapist are not eligible. While we would love to extend this discount to everyone in the medical and athletic fields, we had to make the difficult decision to limit the program's eligible professions in order to sustain it since our previous program grew much larger than we were able to sustain as a business.

    That said, we recognize that professionals like yourself also have a lot of impact and we appreciate all that you do to spread awareness. We still hope to offer great deals on the products you love throughout the year here: ********************************************************************************** can also sign up to be the first on the list to know about special offers and promotions by signing up for the Brooks Run Club here:***************************************************************************************************. We also offer a 25%discount for eligible military, first responders, and nurses through our Community Heroes Ambassador Program:********************************************************************************************.

    We greatly appreciate your understanding.

  • Initial Complaint

    Date:06/05/2024

    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 ordered shoes and never received them. I asked for a refund multiple times. As a teacher, money is short for me. I need help with this.

    Business Response

    Date: 06/06/2024

    Hi ******,

    Thank you for reaching out to Brooks Unfortunately, based on your screenshot you shared with us, we're able to confirm that the order was placed with a fraudulent vendor. Occasionally, fraudsters create impostor websites and claim to sell Brooks products. Often the products are offered at significant discounts to entice you to purchase and share your payment information. They can be sophisticated. Although Brooks works hard to shut down impostor websites, be careful to only shop on legitimate websites. We do everything in our power to have fraudulent vendors shut down. Please contact your bank right away to prevent any unauthorized activity on your account(s) and to dispute any suspicious transactions. 
     
    Feel free to contact our Runner Experience team via phone, call **************, weekdays 6am-5pm PST, in case you have further questions!

  • Initial Complaint

    Date:01/29/2024

    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.
    The toes of both shoes have ripped

    Business Response

    Date: 01/30/2024

    Hi *******,

    Thanks for reaching out! My name is *************************** and I'm a Senior Runner Experience Specialist with Brooks Running. I'm happy to help! I sent an email through my customer support system to start our warranty replacement process. To initiate this process, please reply to that message. Should you prefer to call us directly, to contact ************* via phone, call **************, weekdays 6am-5pm Pacific. Have a great week!

    Customer Answer

    Date: 01/30/2024

    Hello,

    *************** to the message to get the replacement process started. Thank you!

    Customer Answer

    Date: 01/30/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and will start the warranty process.

    Sincerely,

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

    Customer Answer

    Date: 01/31/2024

    Hi I am wondering if there would be a warranty for this complaint thank you!

    Business Response

    Date: 02/07/2024

    We have reached out to this customer and resolved the issue. We were able to extend our Run Happy Promise and send a courtesy replacement pair of shoes. The customer responded enthusiastically, and we were excited to get them running happy again!

  • Initial Complaint

    Date:11/23/2022

    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 am a school teacher and since, Dec 2021, I have purchased 5 pairs of Brooks tennis shoes from Dicks Sporting Goods. These shoes are comfortable for walking/standing all day and I have never had an issue with them until the rubber outsole start coming apart on the right shoe and beginning to come apart on the left shoe. I purchased these shoes (order # *** on Dec 2021 in the amount of $151.54) around the same time so I would have multiple pairs to change into throughout the week. I don't often wear the purple shoes because I don't have a lot of purple outfits to wear so this has to be a defect. I have included a picture of the shoe tag, bottom soles, top profile and both side profiles. I also included my Dicks Sporting Goods purchase history showing order number and the cost of $151.54. I am sorry they do not include a detailed receipt if I purchase in store, they only show the location.

    Business Response

    Date: 11/23/2022

    Thank you for bringing this to our attention. We are sorry this pair of shoes did not live up to it's name. We have a phenomenal return policy which allows you to try our gear out for your normal runs and walks, inside or outside. If they do not work, we offer free pre-paid return labels on orders to send them back within 90 days for worn items, and 1 year for unworn items. Even if you get them dirty or lose the box we can still take them back with our free labels via ***** or **** for a full refund or a courtesy replacement pair. We've reached out to the customer directly via email in order to make it right, and we can be reached from 6 am to 5 pm (PST) Monday through Friday at ********************************************************* or ************.

    Customer Answer

    Date: 12/05/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

Brooks Sports, Inc. is NOT a BBB Accredited Business.

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