Terrible Customer Service and treatment. I visited the Finish Line store at the Meadows Mall in Las Vegas, NV, on 3/28/2023 around 3:30 - 4 pm PT to do an impromptu buy of some shoes I saw while walking by another store. I returned to Finish Line to look at the Nike Griffins $210. I liked everything about the shoe. When I entered the store, it seemed and looked abandoned. There was a girl, Makayla (?), that is what she told me later. She looked at me from afar and hurried in the back. The other girl was at the counter on the computer. She slumped over with her back to the door.
I had to walk up to here to draw her away the website of tennis shoes she was looking at to ask to see my size in that shoe. After trying on the first shoe, I instantly loved it. I asked to try on the other so I can get a feel for them and the balance. The computer girl said no you can't. Our policy is only one shoe. I said how will I be able to know if they are comfortable. You can't because "people steal." There was no other customers in the store but me. I said that she could hold my cell phone, driver's license or whatever. I said to her "I can't spend $210 on the comfort of one shoe. You will pass up a $210+ sale because you assume I would steal before I steal?" She said it's the policy. I left and came back about 3 mins later to get the store information. The girl told me she was the assistant mgr., Makayla and I could not have the computer girl clerk's name. Makayla said the store number was 353. She said that's our policy and people steal. I again said to her there was no one in here. And there are two of you. Then a black guy with braids came out, with some fake canned statement about it being the theft policy and I can try on the left then the right separately. I did not believe that would not give me the feel of both shoes. I asked his name he said it was "Frederick Sibley. I responded with what I thought was the spelling, he said "yeah sure." Turned his back to me and said "You have a blessed day" while he was walking away. The thing about it is, the store looked abandoned when I walked in. If anyone wanted to steal, they could have grabbed the clothing items and other things on display on the racks at the door. The two I encountered were way in the back of the store and I had to call out to them to find them to see if anyone was even in the store. I can see if I was a kid with a bunch of kids, I do understand that stealing happens. But I am a grown woman, I look like a grown woman, and I offered for them to hold my phone which I should not have had to do. No one was in the store except for me as a customer and four as employees, which I eventually discovered. I felt like this was a "Pretty Woman" moment. Was it because I was black this happened? No other customers were in the store. I regret that I did not record it. I came home and called Finish Line that day and was told that someone would reach out to me about my complaint had just been reported. They never did. Was it my race that made them believe I could steal? Is Finish Line doing so great that when I come into one of their stores with no other customers, they can let $210+ sales be ignored? If theft is that bad, get a security guard or make the manager come from the back and see what is going on. But to put that on the paying customers is offensive.
This company is embarrassing. Before you place an order, take a gander at just a few of their reviews on google, site jabber, trustpilot, etc. Even if you scroll through their twitter tweets and replies, multiple people state they've received the incorrect shoes or product. They are quite literally scamming people left and right yet are still somehow verified?
From personal experience, I ordered a pair of CT302 new balance sneakers in a women's size 8 (as shown on their website). I received the shoes in a timely manner, in the wrong size. Upon calling the customer service line, the representative (whom I could barely understand) directed me to return the incorrect shoes to my local UPS store and that once they receive them, they will send me my original order in the correct size. I followed these instructions, and waited to receive my CORRECT shoes. Eventually, they sent back the same Men's size 8 CT302 sneakers (so again, sent the wrong size). I looked up reviews of the site which I should have done prior to ordering, because they are quite literally riddled with people who have been scammed by this company. People are sent the wrong product, and once they return it to receive the correct one, they are never given a refund. Or, they received a damaged item and received no refund after being told of such. Also, the email linked on their website does NOT work, and after you fill out all of the information, it never exits the loading screen and ultimately, never goes through.
I called customer service and she had trouble understanding me, and also did not provide literally any help. I then asked for a supervisor I could speak with, and the line was disconnected. This happened multiple times, if they did not disconnect the line, they would have me wait just to tell me there was no supervisor available. After calling the customer service line for the tenth time, they finally connected me with a "supervisor" whom I explained the situation to, and reiterated that I will send the shoes back when I receive a pair in the correct size, (as this has happened twice). She told me they would in fact process this, and that I should receive an email tomorrow with information regarding the tracking of the CORRECT shoes they would send me prior to me having to return the incorrect ones, in case there is yet another mishap. I never received that information so I called again, and the person on the line told me there was no supervisor available, but they said I would have to return the incorrect shoes before I send another pair. Which is ridiculous, considering they have a horrible track record AND sent me the same wrong shoes twice.
In good faith, I returned the shoes and still have not received the correct pair of shoes in a women's size 8, and no form of compensation has been provided by the company. It makes sense now after reading just a few of their reviews that you can easily find on google if you search the store and see the experiences others have had with the company. So I reiterate…
DO NOT ORDER FROM THIS COMPANY!
I received a present this past Christmas that I decided to return to the store, and January 2nd of this year I went to the store. The present was from Macy's so I received a Macy's gift card and looked around the store with my son to use it. We saw that there was a FinishLine inside of the store and my son saw basketball sneakers he liked, so he tried them on and we bought 2 pairs of shoes for him. I saw a pair of Nikes that I loved, and even though I had used all of the money on the giftcard I decided to try them on. The FinishLine store did not have the Nikes I wanted in my size, so they explained that I could try on a different pair of Nikes in my size, and they would order my size in the style I wanted online, and it would arrive to my house in a couple of days. So that is what should have happened...
The Nikes arrived in a couple of days and were the wrong size. I was so annoyed because I had tried on the correct size in the store and had splurged on these expensive shoes, and I am super busy to be calling the business and returning back to the store (a mom of 4 y. O. & 6 mon. Old, and working full time as a teacher). The business has THE WORST CUSTOMER SERVICE! Because the FinishLine was inside of a Macy's store, the Macy's customer service was able to refund my money, but I had to return to the store to hand the Nikes over. I went back to the store and asked someone where the FinishLine manager was, and they pointed to the same woman who had me try on the correct size of Nikes, place the online order, and ring me up for all the shoes I bought that day. The manager had ordered the wrong size.
I approached her calmly and respectfully as I am to everyone. I was hoping for an apology for the inconvenience at least. That is not what happened next! She barely looked up from counting money as I approached and said "Can I help you?" I explained the entire situation that had happened a week ago. I had explained that the Nikes were ordered in the wrong size, and I had tried on the correct size of Nikes in the store. She said "That's a lie. We have never carried that size of Nikes!" I said "that is why you ordered them online". I told her that I received a refund over the phone and I was here to drop the wrong size of shoes off. She said "I was wondering why you were here." I then walked away. She barely even looked at me, she certainly did not apologize for making a mistake that caused a huge inconvenience, and she had a defensive and rude attitude.
I was told by Macy's that the FinishLine operated independently inside of their store, so I would have to call FinishLine customer service. Over the next 6 weeks I called that customer service line at least once a week, and I was on the phone for 20-30 minutes each time, mainly waiting on hold. I described what happened to an operator each time and filed a complaint each time with the store address and dates and all the details. Each time I requested to speak to a regional manager and was going to be contacted in "24-48 hours" AND NOTHING HAPPENED. I have wasted hours of my life, after work, trying to keep my kids happy at the same time, for nothing. The online business and customer service is pathetic - expect absolutely nothing to happen. The in store experience was so incompetent and so rude I WOULD NEVER step foot in there again. F*CK YOU FINISHLINE! YOU SUCK!
This is the second time writing this after my first time got deleted on another site so it is still excluding details. I tried to order shoes at this location ON MY BIRTHDAY because they didn't have my size in stock. Of course I wanted to double check the order to make sure everything was right. The employee got the size wrong after me telling him 3 times the right one. We paid CASH and wanted to cancel the order. The manager and employee tried to figure out what to do for 15 minutes while we WAITED and didn't know what they were doing. After, the "manager" called customer service and still 30 minutes later still had not told us anything. Finally, my sister had asked him 3 times what was going on while he was literally IGNORING HER right in front of her face after ignoring us this whole time. He eventually (the third time asking) said that he couldn't cancel the order in his system so he had to cancel it within customer service. 45 minutes go by and he still hasn't told us what customer service was saying so we asked and started to get upset since he was being so rude.
He told us we had to put in another order to get the shoes and PAY AGAIN instead of just getting a refund! He didn't tell us anything customer service was saying and he just hung up randomly and told us we would get a $100 check in the mail in 5-7 business days, from customer service. It was definitely VERY UNPROFESSIONAL how he treated us that my family will never shop for shoes there ever again and not ever order shoes again.
This was on September 5th. It is now September 25th and still no check! I have called customer service 3 times and they have bullshi**ted me EACH TIME. They told me every single time that it would come 5-7 business days and of course 7 days later still no check.
Every time I call customer service they completely ignore my questions, lie to me, don't even speak English, avoid the situation, don't let us talk to a supervisor, and are very much trying to take my boyfriends $100.
I am still trying now for the 4th time to get the money.
Look up reviews online and you will see over 50 people with the same problems with these people. We try to talk to the supervisor and they won't let us. We are on the phone with them right now and they still don't let us. Very sketchy business.
If any executive from finish line who actually knows what they are doing and has an education then please contact me.