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Business Profile

Retail Sportswear

Eastbay

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 4 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:03/24/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Deceptive business practices on return policy. I purchased a pair of basketball shoes on Jan 20th and wore a few hours for a game. They were lightly used (indoors only) when the sole of the shoe separated. I contacted Footlocker via phone to determine if I should return instore or exchange online. Since they were defective and I was within the 45 day return window they recommended I follow the online process for a exchange for the defective shoes. I completed the form for a defective item exchange/replacement, shipped the shoes back to Footlocker on 3/4 and then today on 3/22, I received the shoes back with a simple short note saying that they would not process a defective item replacement because the shoe was worn. I called Footlocker customer service on 3/22 and explained to them that I was requesting a refund or like exchange because they sold me a defective item and acknowledged that of course the shoe was worn. These shoes are very lightly worn and within their policy for return. The customer service was condescending and refused to acknowledge my concern. Footlocker customer service is refusing to help me because the shoes were "worn" and it falls outside their return policy. I would like BBB to step in because when I bought these shoes it misrepresented a 45 day return window for defective item. It is not clear that a return or replacement for a defective item must never have been used or worn. I believe this is a poor business practice designed to take advantage of consumers. I do not think it is reasonable for a consumer to able to only visually inspect a shoe and know it's defective and predict if the sole will separate after a few hours of wearing. Per Footlocker policy dictated to me on the phone, once the shoe is worn it cannot be returned/exchanged/replaced/refunded even though it is undeniably "defective." When I contacted the manufacturer of the shoe, they told me to resolve this with the store I purchased it from which of course is Footlocker.

  • Initial Complaint

    Date:03/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hi, I placed an order on 3/9/25. I noticed it was processed under the wrong address. I called the next morning 3/10/25 be as thought my order was placed on non-business hours. I called Champs because they have shipping restrictions on their orders. I was told by agents via *** ex and Champs that my order would be held on 3/14/25. (They provided me with 2 cases numbers *** ******* & 183078257)However, my package was still delivered the wrong address. They refuse to trace the package re out to fed ex or issue me a refund. **************** insured me that they didn't process the request correctly and provided me with a tack it number. (c183674360)I called champs back so they can work with fed ex to recover my package. I was told that once packages are delivered, they can't help. I don't have my product. This charge was ****** Fed ex is telling me it should be on there end because only the shipper can make adjustments.

  • Initial Complaint

    Date:09/24/2024

    Type:Product Issues
    Status:
    Unanswered
    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 the wrong size shoe, was told I could get a refund. I was given a barcode and presented it to the ***. It has been four times the given time period for refund. I called and was told it was recieved and it will take another 2 days to determine if a refund will be processed and another 5-7 days to process if a refund will be given. They have in no way followed through with their end of the purchasing contract, have made mistakes and I as the customer have been told I still have to wait to determine IF a refund will even be awarded. No apologies, just told I have to wait meanwhile they just keep their customers purchases and money.

  • Initial Complaint

    Date:09/03/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order online for shoes 7/29/24. Received the order 7/31/24. Decided that I did not like the item and shipped it back approx 8/1/24. It was received at the Footlocker warehouse 8/8/24. I have called 3 times regarding my refund still has not been processed or received. I am not sure what else to do. Everytime I call I am told that I will receive my refund in 3-5 business days but those days never come.

  • Initial Complaint

    Date:12/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Did online order at this store 12/16/2023. Money was taken out of my account and then of course company claimed it does not have product. Was sold a product they never had and now this company has my money and I have no item and no refund

  • Initial Complaint

    Date:10/02/2023

    Type:Order Issues
    Status:
    Unanswered
    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 placed an order on September 22, 2023 for a pair of sneakers. Received confirmation as well as tracking. Since then the tracking has stayed stuck on Awaiting. I contacted foot locker customer service who asked me to please wait 3-5 days before putting in a ticket. I waited 8 days then I was told to please wait an additional 5 days. At this point this is a game my money was taken and no item was sent to me. I would like my money returned.

  • Initial Complaint

    Date:01/25/2023

    Type:Product Issues
    Status:
    Unanswered
    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 January 7th and 8th, 2023, scammers blackmailed me and threatened me to pay them $2, ****** on Foot Locker gift cards. Out of fear for my life and my daughters life, I put the money on the gift cards as they requested anticipating when they leave me, I will notify my bank to intercept the processing and get my money back. After purchasing the gift cards, I went to my bank and they said they couldnt stop the payment because the money was on Foot Locker gift cards.I contacted Foot Locker ******* Services about their store being used as Fraud or scam and I would like for them to freeze the gift cards and give me my monetary value. Foot Locker instead gave me **Gift cards in the amount of $2, ****** and requesting I purchase merchandize with cards. I told them the hackers used the gift cards, not me and I dont need merchandize from their store. I need the money to pay my bills. Foot Locker refused to give me my money. Uptil now, I have the **Gift cards which I cannot use to pay my bills. Kindly intervene and help me get my money back because I dont need the gift cards. I am a health care provider. I have a police report for this case.

  • Initial Complaint

    Date:12/27/2022

    Type:Product Issues
    Status:
    Unanswered
    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 items from Eastbay on Dec. 20, 2022, Order: V1006437020-TPYDPJM1G7. I received the items on 12/21/2022. I called on the 22nd and advised a representative that 3 jackets, 2 shirts, and 1 pair of pants needed to be returned. The associate advised that she would email me a return label. I went to my email on today 12/27/22 and could not find the label. I called and after being on hold for over 30 mins an associate ******* advised me that all sales were final and that she could not send me a return label. I advised her of the conversation with the previous representative and asked for a Supervisor. Balum got on the phone and advised that on the site there is a final sales listed when you enter the Eastbay page. I advised him that I never saw that on the site and that was inadequate, if all sales were final that should have been listed on the page were the items were selected and certainly on the payment and checkout page so that customers would know that they could not return nor exchange any items. However at the bottom of my email when I select the return or exchange option it takes me to their return policy. I tried to resolve this with their customer service associate and there was no empathy for their site inadequately displaying that this was a final sale and that no refunds or exchanges would be accepted. There was no empathy for the information given to me on the return and no option to resolve this.

  • Initial Complaint

    Date:12/23/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order on eastbay.com on 12/23/22 as a gift purchase for my dad for a total of $80.68 (order #v1006457427). A hour and a half after ordering, I realized that I ordered the incorrect size. I immediately called eastbay support to request a cancellation and refund and they said the order was already processing and could not be cancelled. There is no possible way the order had been shipped when I placed the order after 6 pm and called a hour and a half after placing my order so it should have been well within the timeframe to cancel. On top of that, eastbay is closing and says all sales are final so they are saying theres basically nothing they can do and Im out $80. The easy solution would be allow me to cancel the order before it shipped which should have been well within their means with how soon I called after the order was placed. Their customer service was terrible and they didnt try to help at all. All I am seeking is my $80 back. They can keep the shoes, I just do not want to be charged for something I cannot use. Please help me find a resolution to this issue with eastbay. As you can see from the provided pictures. The order was still in the processing stage when I called, it has not been shipped so should be possible to cancel.

  • Initial Complaint

    Date:11/28/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order Number: ******** Went to the wrong address and order was never refunded.

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